Director-General, Nigerian Communications Commission(NCC).
Plot 423, Aguiyi Ironsi Street,
Maitama District,
Abuja, Federal Capital Territory,
Federal Republic of Nigeria.
Tel: +234-209-4617000 | Email: ncc@ncc.gov.ng
CC:
The Honourable Minister of Information and National Orientation.
Federal Ministry of Information and National Orientation.
Radio House, Herbert Macaulay Way,
Area 10, Garki,
Federal Capital Territory, Abuja, Nigeria
12 December 2025.
Urgent Action Required on Erratic Telecommunications Service Delivery by MTN and Airtel
Sir/Madam,
I write with deep concern and urgency on behalf of millions of Nigerian consumers regarding the persistently erratic and substandard network service provided by MTN Nigeria and Airtel Networks Limited, particularly relating to voice call connectivity and data services. Despite repeated public complaints and escalating tariff regimes purportedly aimed at enhancing service quality, the lived experience of subscribers shows a worsening degradation in both coverage reliability and network performance.
Nigerians, individuals, businesses, and public institutions alike depend on dependable telecommunications as a critical infrastructure for education, commerce, health, security, and social cohesion. However, current service levels reflect widespread disruption, unpredictable outages, failed message and One-Time-Password(OTP) deliveries, and recurring data failures. These problems are not isolated, they are systemic and nationwide.
This situation is unacceptable when measured against the fundamental promises made to the public and the regulatory standards expected of licensed operators under the Nigerian Communications Act and the regulatory mandate of the Nigerian Communications Commission. Regulatory licenses are granted on the understanding that service quality will be commensurate with tariff structures and that consumers will receive reliable, efficient, and affordable telecommunications services.
We therefore demand immediate and decisive action by the Nigerian Communications Commission, with support from the Federal Ministry of Information and National Orientation, to:
- Conduct a comprehensive and transparent audit of MTN and Airtel network infrastructure, quality-of-service (QoS) performance metrics, and compliance with NCC regulatory standards.
- Publish the audit findings publicly with clear indicators showing compliance levels, violations, and corrective measures required.
- Issue and enforce stringent performance improvement directives with measurable targets and timelines, including penalties for non-compliance.
- Mandate subscriber relief, including refunds, credits, or other restitution mechanisms for customers who have paid for services that were undelivered, degraded, or unfit for purpose.
- Establish a real-time reporting and tracking mechanism for consumers to log complaints and receive timely responses from both the Commission and the service providers.
The Nigerian public bears the cost of telecommunications through high tariffs, yet is denied commensurate quality of service. This disconnect undermines consumer confidence, threatens economic activities, and compromises national digital growth. Nigerians cannot continue to pay “through their noses” for telecommunications services that fail to meet basic functional expectations.
If these issues are not addressed with urgency and transparency, Nigerians may have no alternative but to pursue collective legal and civic remedies against the providers and those statutorily responsible for safeguarding service standards. It is the constitutional right of every citizen to demand accountability and enforcement of public interest obligations.
We trust that your offices will recognise the gravity of this matter and act swiftly in defence of Nigerian consumers and the integrity of the telecommunications sector.
Respectfully submitted,
Silas S. Tafiwarwar
No. 21 Kuforidua street, wuse zone 2, FCT Abuja.
(On behalf of Concerned Nigerian Telecommunications Consumers).
