Nigerian Telecom Users Decry Poor Service Quality Months After 50% Tariff Increase

Months after Nigeria’s 50% telecom tariff hike, subscribers across major networks — MTN, Airtel, Globacom, and 9mobile (T2) — say the quality of service has worsened, with complaints of frequent network outages, slow internet speed, and dropped calls growing louder nationwide.

The tariff increase, approved by the Nigerian Communications Commission (NCC) in January, was expected to translate into better network quality and user experience. However, subscribers say the reality has been the opposite.

Subscribers Express Growing Frustration

From Lagos to Abuja and Port Harcourt, millions of Nigerians are venting their anger over poor connectivity and inconsistent signals.

“There is no service in my sitting room or kitchen, only in my room — and sometimes no network at all,” lamented Tolu, a Lagos resident. “You can’t even enjoy the data you use your hard-earned money to buy. It’s crazy.”

Another user, John, shared a similar ordeal:

“I had to switch to three different networks last Sunday just to transfer money on my mobile app. The frequency and length of network downtimes in this country are frustrating. Every single day, at some point, the network just disappears.”

For Pelumi Ajayi, the disappointment lies in her expensive 5G router delivering 3G speeds.

“It only works in the middle of the night, and all I get is 1MBPs. This is supposed to be 5G,” she said.

These complaints mirror thousands of similar reports on social media, with subscribers accusing operators of failing to justify higher tariffs with better performance.

Telcos Blame Fibre Cuts and Infrastructure Damage

Telecom operators, on the other hand, attribute the poor service quality to a surge in fibre-optic cable cuts, vandalism, and infrastructure disruptions across the country.

An official from one of the major operators told TechTV News on condition of anonymity:

“It is not in the interest of any operator that its service is poor. When our networks are down, we lose revenue. Every fibre cut means lost connections, repairs, and unhappy customers.”

According to Broadbased Communications Senior Manager, Jude Ighomena, telecom operators lost an estimated ₦5 billion in 2024 due to infrastructure damage in Lagos State alone.

He disclosed that over 2,500 fibre cuts were recorded in the state last year, with Ikeja, Lekki, and Victoria Island being the most affected due to ongoing road construction and private development activities.

Meanwhile, areas like Alimosho and Lagos Mainland have become hotspots for fibre theft and vandalism, compounding the challenge.

NCC Raises Alarm Over Nationwide Infrastructure Damage

The Nigerian Communications Commission (NCC) recently expressed deep concern over the rising incidents of vandalism and fibre cuts, describing the trend as a national emergency.

Speaking in Lagos, the Executive Vice Chairman, Dr. Aminu Maida, revealed that telecom operators now record an average of:

• 1,100 fibre cuts weekly

• 545 access denial cases weekly

• 99 theft incidents weekly

“These are not just numbers; they reflect a national emergency,” Maida warned. “Every fibre cut and every theft leads to dropped calls, failed transactions, interrupted emergency services, and huge economic losses.”

The NCC boss stressed that persistent infrastructure damage threatens Nigeria’s digital transformation agenda and the goal of building a resilient digital economy.

Operators Ramp Up Investment Despite Challenges

Despite the ongoing setbacks, telecom operators are investing heavily to improve service quality and meet growing data demand.

In the first half of 2025, MTN Nigeria announced a ₦565.7 billion investment to expand network infrastructure — a 288.4% increase compared to the same period last year.

The telco deployed 240 new 4G sites, expanded its fibre-to-home network, and commenced work on a new data centre to boost capacity for its 84 million subscribers.

Similarly, Airtel Nigeria increased its capital expenditure to $39 million in Q2 2025 and unveiled plans to double its 5G deployment and expand rural coverage.

According to Airtel, the investments will cover critical infrastructure upgrades, rural network expansion, and customer experience enhancements.

Government Action and Persistent Challenges

In August 2024, President Bola Tinubu signed a gazette designating telecom infrastructure as critical national information infrastructure, making its destruction a criminal offence.

The move, backed by Minister of Communications, Innovation, and Digital Economy, Dr. Bosun Tijani, aimed to protect ICT investments and deter vandalism.

However, incidents of fibre cuts remain rampant despite the establishment of a Joint Standing Committee between the Federal Ministry of Works (FMoW) and Federal Ministry of Communications (FMoCIDE) to protect fibre optic cables during road construction.

Bottom Line

Months after the tariff increase, Nigerian telecom subscribers remain disillusioned, facing higher costs without better connectivity.

While telcos cite vandalism and fibre cuts as major setbacks, subscribers and industry experts say operators must deliver tangible improvements to justify the price hike and restore public confidence.

Until then, the disconnect between rising costs and poor service quality will continue to frustrate millions of Nigerians who rely daily on telecom networks for communication, business, and survival.

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