MTN Nigeria has begun crediting eligible subscribers with airtime compensation for poor network quality, but the telecom operator says the payments are separate from complaints over unexplained data depletion.
The compensation follows regulatory directives covering service disruptions recorded between February and April 2026.
Subscribers have reported receiving different amounts of airtime, with credits ranging from N20 to N1,436, depending on their eligibility and applicable compensation calculation.
The payments have, however, raised questions among some subscribers who expected the credits to address complaints about mobile data disappearing faster than expected.
MTN clarified that the compensation programme is specifically linked to quality-of-service deficiencies and does not constitute payment for individual claims relating to airtime or data depletion.
“The SMS notification relates to a Quality of Service compensation programme for service disruptions recorded between February and April 2026,” MTN said.
The company added that the N20 airtime credit received by some subscribers was the approved compensation for eligible lines and should not be interpreted as compensation for a specific data-depletion complaint.
The distinction comes amid growing consumer complaints about mobile data usage across Nigeria’s telecommunications industry.
MTN recorded 12,212 data-depletion complaints between January and June 2026, according to industry data, making it the operator with the highest number of such complaints during the period.
Airtel recorded 9,806 complaints, while Globacom recorded 1,373 and T2mobile recorded five.
The complaints form part of a broader consumer-service challenge facing Nigeria’s telecom operators.
The country’s four major mobile network operators recorded 413,587 complaints in the first half of 2026, with 406,938, representing 98.38 per cent, recorded as resolved.
The compensation programme is based on network performance and qualifying service disruptions rather than every complaint submitted by subscribers.
Under the regulatory framework, subscribers become eligible for compensation where they are located in areas identified as having experienced qualifying service failures or poor network quality during the affected period.
The amount credited can vary depending on factors including a subscriber’s normal spending pattern and the operator’s network performance.
The airtime can be used for services including voice calls, SMS and data, while the credits are not subject to expiry under the applicable directive.
MTN’s latest payment is its second compensation exercise under the framework.
The company previously compensated eligible customers affected by poor network quality between November 2025 and January 2026.
Airtel has also commenced a second round of compensation for eligible customers affected by service quality issues between February and April.
For MTN subscribers, however, the distinction means the latest airtime credits do not resolve separate disputes over data consumption.
The Nigerian Communications Commission has previously said unexpected data consumption can arise from several factors, including background applications, automatic updates, device settings, cloud synchronisation and other activities.
MTN has similarly pointed to high-definition video streaming, automatic video playback, software updates and background applications as activities that can quickly consume mobile data.
The operator has introduced tools such as daily usage reports and a data calculator to help subscribers monitor their consumption.
The issue is becoming increasingly important as Nigerians rely more heavily on mobile connectivity for banking, work, education, commerce and communication.