The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr. Aminu Maida, has charged telecom operators to deliver a quality network experience to subscribers and to implement immediate measures to restore services during outages.

Dr. Maida made the remarks on Friday at the launch of the Airtel Open Network, a platform that allows subscribers to view network coverage, locate mobile towers, and report signal issues directly. The initiative marks the operator's effort to engage more closely with users and improve the overall customer experience, and it aligns with the transparency push the regulator is advocating, giving consumers a direct window into the infrastructure that serves them.

According to the EVC, as demand for data grows alongside the rising number of connected lines in the country, operators must anticipate the expansion and strengthen network reliability.

He specifically encouraged operators to be responsible and accountable for every network outage or disruption by providing clear information and responsive customer care, so that Nigerians understand what is happening, receive help when a service falls short, and see improvements over time.

"When services work, people simply get on with their lives. But when they fail, that's when we realise the importance of connectivity," he said.

Dr. Maida added that Nigerians depend on these digital services to run businesses, learn, and stay in touch, and therefore deserve networks they can rely on. "Transparency should help consumers understand the service available to them, report problems, and see what actions follow. To achieve this, network information must be accurate, understandable, and kept up to date," he said.

The comments come at a pivotal time, as poor network quality and consumer complaints have been making major headlines in the Nigerian telecoms industry. Between April and September 2026, MTN, Airtel, Globacom, and T2mobile received more than 214,000 complaints over poor network quality. The issues raised range from dropped voice calls to poor internet connections, the same pain points that have pushed service quality to the top of the sector's agenda and drawn the attention of regulators and lawmakers alike.

Owing to these developments, the House of Representatives has directed the CEOs of MTN, Airtel, Globacom, and others to appear before its committee and explain the consistent network disruptions. The executives are expected to appear on November 4 to account for the causes of dropped calls, slow internet connections, failed airtime and data transactions, and poor network coverage in several Nigerian communities. That hearing, together with the NCC's move to publish more performance information, gives subscribers a clear reference point for how the quality-of-service conversation develops in the weeks ahead.

Investment: NCC Wants More

The telecoms industry is capital-intensive, requiring operators to invest continuously in connectivity equipment. Dr. Maida urged operators to match the rising demand for high-speed internet and the growth in subscribers with equivalent spending, stressing that the commission remains committed to an environment that encourages investment.

During the first six months of 2026, MTN reportedly spent ₦620.5 billion on capital expenditure, while Airtel said it committed ₦287.6 billion ($211 million) to 4G/5G tower deployment and other necessary investments, spending levels that illustrate the scale of outlay already flowing into the networks Nigerians rely on daily.

While investment and network upgrades are primarily key to improving quality of experience, Dr. Maida advised telecom operators to ensure their spending translates into measurable outcomes for subscribers. "Consumers should be able to distinguish between the infrastructure already provided, work underway, and deployments planned for the near future," he said, adding that "a nearby network site does not, on its own, guarantee a satisfactory or reliable connection."

For its part, the NCC said it is strengthening its oversight responsibilities through independent, crowdsourced measurements of network experience alongside its existing monitoring processes. "We are also making more performance information available to the public to support informed consumer choice and help identify areas requiring improvement," Dr. Maida added. The approach mirrors the consumer-facing visibility introduced with the Airtel Open Network, placing more network information directly in the hands of subscribers.

Source: TechNext24