Odita Sunday 
NCC Says Telecom Operators Must Improve Service Quality Despite Infrastructure Investments
By Odita Sunday
The Nigerian Communications Commission has acknowledged ongoing concerns by consumers over poor telecommunications services in parts of the country.
The Commission said improving Quality of Service remains a major regulatory priority amid complaints relating to dropped calls, unstable internet connections and slow data speeds.
“The Commission recognises the frustration experienced by consumers when calls drop, internet speeds slow down, data services become unstable, or service disruptions affect daily activities,” the NCC stated.
In a statement issued on Tuesday, the Commission disclosed that Mobile Network Operators invested more than N2.13 trillion in network infrastructure and upgrades in 2025, while Tower Companies invested an additional N373.8 billion.
According to the Commission, the investments supported the deployment and upgrade of more than 2,800 telecom sites nationwide.
The agency stated that the interventions included expansion of 4G and 5G coverage, fibre backhaul rollout, network modernisation and deployment of infrastructure in underserved areas.
“These investments are welcome, but the Commission’s expectation is that they must translate into visible and measurable service improvements for consumers,” the statement added.
The NCC also disclosed that operators had committed to adding and upgrading more than 12,000 telecom sites in 2026, with nearly 3,000 already completed.
In addition, more than 730 new 5G sites have reportedly been deployed across 27 states this year.
The Commission stated that it facilitated the reallocation of idle and underutilised radio spectrum among operators in order to improve network efficiency and service performance.
According to the agency’s Quality of Service assessments, national median download speeds increased from 16.5Mbps in January 2024 to 20Mbps currently.
The Commission also stated that 4G penetration rose from 45 per cent to 54 per cent during the same period.
Despite the improvements, the NCC acknowledged that several areas still experience poor call quality, congestion and unstable services.
The agency identified fibre cuts, vandalism, theft of telecom infrastructure, power disruptions and denial of access to network facilities as major challenges affecting network performance.
The Commission disclosed that over 27,000 avoidable fibre-cut incidents linked mainly to road construction and vandalism were recorded in 2025.
“Each incident has a direct impact on network performance, service availability, and consumer experience,” the Commission noted.
According to the NCC, it is collaborating with the Office of the National Security Adviser and other stakeholders to implement the Presidential Order on Critical National Information Infrastructure.
The Commission also directed operators to notify consumers whenever major service outages occur and restore affected services within approved timelines.
It added that enforcement under the updated Quality of Service Regulations 2024 commenced in November 2025 and includes consumer compensation measures and additional obligations for operators.
“This enforcement will continue, and where operators fail to deliver measurable improvements, the Commission will take appropriate regulatory action,” the statement said.
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