NCC Warns Telecom Operators Over Persistent Service Gaps

The Nigerian Communications Commission (NCC) has issued a stern directive to telecommunications operators to urgently enhance the quality of their services or face possible regulatory sanctions, following widespread complaints from subscribers about persistent network disruptions.

Industry insiders have described the warning as a “riot act,” coming amid growing consumer frustration over unreliable telecom services, particularly since the start of the yuletide period.

To underline its commitment, the NCC has released a data-driven network performance report developed in collaboration with Ookla, a global leader in network intelligence and performance measurement. The report evaluates operators across key performance indicators, providing a transparent picture of the sector’s service quality.

The findings revealed disparities within the industry, with certain operators showing notable progress in high-speed connectivity while others continue to face challenges in service consistency. MTN emerged as the top performer nationally, consistently delivering high download and upload speeds with stable latency and jitter metrics.

The report noted that MTN’s balanced network performance gives it an edge over competitors in overall Quality of Service. Conversely, Globacom’s performance was affected by high latency and jitter, negatively impacting real-time applications such as video calls and online payment services.

Analysis of 9mobile (T2) indicated uneven performance across regions, with sporadic high-speed peaks but significant gaps in nationwide service quality. Airtel, meanwhile, experienced a performance dip amid the transition to 5G, with latency flagged as an area requiring urgent attention. However, Airtel continues to perform strongly in urban areas, maintaining competitive download speeds on its 4G network.

The NCC emphasized that its collaboration with Ookla represents a shift toward data-driven regulation aimed at enhancing transparency and accountability in the telecom sector. Published quarterly, the report is designed to empower consumers to make informed choices based on independent analytics rather than marketing claims.

A senior NCC official, speaking anonymously, said the Commission will no longer tolerate poor service delivery. “The telcos will have to adjust or face consequences. The report clearly shows why subscribers are struggling with telecom services,” the official stated, adding that the new approach would strengthen regulatory oversight while eliminating accusations of bias.

The official further highlighted that evidence-based regulation will attract infrastructure investments and improve nationwide connectivity. “Identifying service gaps allows the Commission to make data-driven policy decisions, ensuring reliable connectivity for all Nigerians,” he explained.

With the report’s release, industry watchers say telecom operators are now under significant pressure to resolve longstanding network issues or risk facing the full force of the regulator.