MTN Nigeria has clarified that airtime credits recently received by some subscribers are compensation for poor network service, not refunds for mobile data depletion complaints.
The telecom operator began crediting eligible customers on Sunday, October 4, 2026, following directives from the Nigerian Communications Commission (NCC) and the Federal Competition and Consumer Protection Commission (FCCPC).
The directive requires telecommunications companies to compensate subscribers affected by prolonged or recurring service disruptions.
MTN subscribers receive different compensation amounts
The latest compensation covers qualifying service disruptions recorded between February and April 2026.
Some MTN subscribers have reported receiving credits ranging from N20 to N1,436, according to screenshots shared online. The different amounts have prompted questions about how the compensation is calculated and which customers qualify.
One subscriber who received N20 reportedly questioned the amount while also complaining about recurring mobile data depletion that did not appear to correspond with their usage.
MTN clarified that the two issues are separate.
“The SMS notification relates to a Quality of Service compensation programme for service disruptions recorded between February and April 2026.”
The company explained that the N20 credited to the subscriber represented the approved compensation for that particular line and was not related to a complaint about unexplained data or airtime deductions.
Under the NCC’s compensation framework, not every subscriber automatically qualifies. Eligibility depends on whether a customer’s location falls within a Local Government Area identified as having experienced qualifying service disruptions during the relevant period.
The amount credited is also linked to a subscriber’s spending pattern rather than being a fixed amount for everyone.
The compensation can be used for calls, SMS and mobile data, and MTN said the credits do not have an expiry date.
MTN conducts second compensation exercise in 2026
The latest exercise is MTN’s second quality-of-service compensation programme under the policy.
In May 2026, the telecom operator carried out a similar exercise covering network quality issues recorded between November 2025 and January 2026.
Airtel has also started compensating eligible customers affected by service disruptions between February and April 2026. It remains unclear when Globacom and T2mobile, formerly known as 9mobile, will begin their own compensation exercises for the same period.
MTN records more than 12,000 data depletion complaints
The compensation programme should not be confused with complaints over mobile data depletion.
Industry figures obtained by BusinessDay showed that MTN recorded more than 12,000 data depletion complaints between January and June 2026.
The figure was higher than the combined 11,184 complaints recorded against Airtel, Globacom and T2mobile during the same period.
MTN’s latest airtime credits do not address those data depletion complaints.
The compensation programme is specifically designed to address qualifying network quality and service disruptions. It does not constitute a resolution of separate complaints concerning unexplained data deductions, usage transparency or other billing-related concerns.
NCC launches free 100MB daily data scheme
The NCC and the Association of Licensed Telecommunications Operators of Nigeria (ALTON) also launched a separate initiative offering eligible learners up to 100MB of free data daily to access approved educational platforms.
The scheme became effective on October 1, 2026, with qualifying users able to access designated educational websites without paying for the allocated daily data.
At the maximum allowance, the initiative could provide approximately 700MB of data per week, about 3GB per month and up to 36.5GB annually for each eligible learner.
The free-data initiative is separate from MTN’s quality-of-service compensation programme.
What MTN subscribers should know
MTN subscribers who received airtime credits should understand that the payment is linked to qualifying network service disruptions recorded between February and April 2026.
The amount credited differs from one subscriber to another because the compensation is determined according to the applicable criteria, including spending patterns and location-based eligibility.
Subscribers who have separate concerns about unexplained data depletion should not assume that the compensation payment represents a refund or settlement of those complaints.