NCC Directs Telecom Operators to Notify Customers of Major Network Outages

By Achimi muktar

For millions of Nigerians frustrated by dropped calls, disappearing data, and frequent network blackouts, there's a new wave of hope—and accountability.

The Nigerian Communications Commission (NCC) has issued a powerful directive that could change how telecom operators engage with their customers during service disruptions. In a bold move aimed at restoring transparency and trust in the sector, the Commission now requires all telecom licensees to notify consumers of major network outages—before they happen.

This unprecedented order comes amid a national outcry over poor service quality. From sluggish internet speeds to unexplained data depletion and long periods of network downtime, subscribers have grown increasingly dissatisfied with what they’re paying for.

“The Nigerian Communications Commission (NCC) has mandated telecom licensees in Nigeria to inform consumers of major service outages on their networks,” said a statement signed by Nnenna Ukoha, the NCC’s Acting Director of Public Affairs. Operators must now disclose the cause, affected locations, and estimated duration of outages using appropriate media channels. For planned outages, consumers must be notified at least one week in advance.

The new rule is part of a wider campaign to enforce the Executive Order signed by President Bola Ahmed Tinubu, which places telecommunications infrastructure under the protection of Critical National Information Infrastructure (CNII)—a category reserved for assets vital to national security and economic stability.

According to the Commission’s official directive, major network outages are classified under three conditions:

Incidents affecting 5% or more of an operator’s subscriber base, or five or more local government areas.

Unplanned shutdowns impacting 100 or more network sites, or one cluster lasting over 30 minutes.

Any service failure degrading network quality in the top 10 traffic-heavy states.

In cases where service failure exceeds 24 hours, affected consumers are entitled to proportional compensation, such as data rollovers or validity extensions, in accordance with the Consumer Code of Practice Regulations.

The Commission isn’t just issuing rules—it’s also watching closely. A new Major Outage Reporting Portal has been launched on the NCC’s website, offering the public real-time access to outage reports, including the names of the operators responsible.

Engr. Edoyemi Ogor, Director of Technical Standards and Network Integrity at the NCC, said the portal was tested extensively with telecom operators before being made public. “By providing consumers and stakeholders in the telecommunications industry with timely and transparent information on network outages, we are entrenching a culture of accountability,” he explained. “This also ensures that culprits behind sabotage are exposed.”

With this move, the NCC is not only responding to widespread public dissatisfaction—it is setting a new standard for telecom accountability in Nigeria. As consumers prepare to hold their service providers to a higher level of transparency, one thing is clear: Nigerians deserve better, and the era of being left in the dark may finally be coming to an end.