Data depletion, billing woes top 413,587 telecom complaints by subscribers in H1
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- Data depletion, billing woes top 413,587 telecom complaints by subscribers in H1
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- Data depletion, billing woes top 413,587 telecom complaints by subscribers in H1
By Upfrontdigital News
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Telecoms Mast
By Sola Olusola
NIGERIA’s telecom sector is facing a staggering crisis, with 413,587 consumer complaints recorded in the first half of 2026 alone. The sheer volume of grievances, ranging from poor network quality to billing disputes, underscores the depth of frustration among subscribers and exposes systemic failures in service delivery.
The complaints, compiled by the Nigerian Communications Commission (NCC), painted a grim picture of an industry struggling to meet basic expectations. Despite rapid growth in mobile penetration, operators continue to grapple with chronic infrastructure gaps, leaving millions of users dissatisfied and questioning the reliability of essential connectivity.
According to NCC, huge sets of complaints from the over 192 million active subscribers went to Airtel. The telecommunications firm accounted for 228,992 complaints, followed by MTN with 124,405, Globacom with 56,810 and T2mobile, formerly 9mobile, with 3,885.
The NCC data showed that while 98.38 percent, or 406,938, of the complaints were recorded as resolved, the volume of complaints pointed to the continuing pressure on operators as subscribers demand more reliable service and greater transparency over charges.
Data depletion was one of the issues attracting particular attention. MTN recorded 12,212 complaints relating to data depletion between January and June, the highest among the four major operators. Airtel followed with 9,806, while Globacom recorded 1,373 and T2mobile five.
The complaints come at a time when mobile Internet has become more expensive for Nigerian consumers following the telecom tariff increases approved by the NCC. For subscribers, the concern is no longer simply whether they can afford to buy data, but how long the bundle will last once purchased.
MTN, which crossed 100 million subscribers in July, has faced significant consumer scrutiny over data usage. The operator has rejected allegations that it arbitrarily deducts customers’ data and has pointed to changes in the way modern smartphones and applications consume internet capacity.
The NCC and operators have similarly attributed unexpected depletion to factors including device settings, applications, malware and background processes rather than arbitrary deductions by networks.
Despite the explanations, subscribers refused to agree. The underlying problem is increasingly one of trust.
The NCC’s wider complaint figures showed that data depletion is only one part of the problem.
Quality of service covering voice and data, billing, failed payment transactions, top-up problems, number portability, value-added services and SIM-related issues also generated significant complaints during the six-month period.
Airtel had the highest resolution rate among the two largest operators, resolving 99.38 per cent of its complaints, while MTN resolved 96.57 per cent. Globacom recorded a 99.04 per cent resolution rate, while T2mobile recorded 88.57 per cent.
The NCC said the complaints were handled under the Quality of Service Business Rules 2024 and the Consumer Code of Practice Regulations 2024, which establish standards and timelines for resolving consumer complaints.
According to the regulator, publishing the data provides insight into complaint trends, service-quality problems, compliance with regulatory obligations and the responsiveness of service providers.