Telecommunication service improvements underway amid consumer complaints- NCC

The Nigerian Communications Commission (NCC) has acknowledged growing public frustration over poor telecommunications services across parts of Nigeria, saying efforts to improve network quality are already yielding gradual results as operators expand and modernise infrastructure nationwide.

In a statement issued on Wednesday and signed by Nnenna Ukoha, head of public affairs at the NCC, the commission said Nigerians have continued to experience dropped calls, slow internet speeds, unstable data connections and service disruptions that affect work, education, business activities and access to essential services.

The regulator noted that improving quality of service has remained one of its top priorities over the last two years, with increased oversight of Mobile Network Operators, Internet Service Providers and Tower Companies.

According to the NCC, telecommunications operators invested more than N2.13 trillion in network infrastructure and upgrades in 2025, while Tower Companies committed an additional N373.8 billion to support network expansion and modernisation efforts.

The commission said the investments led to the addition and upgrade of more than 2,800 telecom sites nationwide to improve coverage and capacity in underserved and high-demand areas.

The regulator disclosed that operators are continuing infrastructure expansion in 2026, with commitments to deploy and upgrade more than 12,000 telecom sites during the year.

It dded that close to 3,000 sites have already been completed, while over 730 additional 5G sites have been deployed across 27 states.

The NCC said the upgrades include expansion of 4G and 5G coverage, fibre backhaul improvements, equipment refreshes and new deployments targeted at congested urban centres and underserved communities.

Despite the investments, the commission stressed that operators must ensure consumers see visible and measurable service improvements.

Data released by the regulator showed that 4G penetration increased from 45 per cent in January 2024 to 54 per cent in 2026, while national median download speeds rose from 16.5Mbps to 20Mbps within the same period.

The commission also said power availability at telecom tower sites improved from a national average of 99.3 per cent in January 2025 to 99.7 per cent currently.

However, the NCC admitted that service challenges remain in several areas, particularly where subscribers still experience poor call quality, network congestion and unstable internet services.

The commission attributed some of the challenges to external factors including vandalism, fibre cuts, theft of telecom equipment and power disruptions.

NCC stated that more than 27,000 avoidable fibre-cut incidents were recorded nationwide in 2025 alone, largely linked to road construction activities and vandalism.

The regulator said it is working with the Office of the National Security Adviser and other government agencies to enforce protections for telecom infrastructure under the Presidential Order on Critical National Information Infrastructure.

It also revealed that operators have now been mandated to notify consumers during major network outages and restore affected services within specified timelines.

The NCC added that enforcement actions under the updated Quality of Service Regulations 2024 began in November 2025, including compensation measures for consumers affected by poor service quality and additional obligations for Tower Companies that fail to meet performance standards.

“The expectation is clear: the industry must now deliver measurable improvements,” the Commission said, warning that operators who fail to improve service quality could face further regulatory sanctions.