Reps slam NCC over persistently poor telecom services, dropped calls

Nigeria’s House of Representatives, on Wednesday, criticised the Nigerian Communications Commission over what lawmakers described as weak regulatory oversight, blaming the agency for the persistently poor quality of telecom services across the country.

The lawmakers said the regulator had failed to effectively enforce standards that would compel service providers to deliver reliable connectivity, warning that the situation poses risks to lives and property, especially in emergencies.

The resolution followed the adoption of a motion of urgent public importance moved by Ahmadu Jaha, who represents Chibok/Damboa/Gwoza Federal Constituency of Borno State.

Speaking on the motion, Jaha stressed the central role telecommunications now play in Nigeria’s economy and daily life, while lamenting the widening gap between subscriber expectations and actual service delivery.

“Telecommunication has become a vital part of everyday life in Nigeria. It connects families, supports businesses, enhances education, and drives economic growth. However, despite its importance, the quality of service provided by many telecom companies remains unsatisfactory,” he said.

He pointed to recurring issues such as dropped calls, poor data speeds and failed message delivery as evidence of systemic inefficiencies within the sector.

“The House is concerned that poor network connectivity is a major issue. Subscribers frequently experience dropped calls, slow internet speeds, and difficulty sending messages. This affects both personal communication and business operations, leading to frustration and financial losses,” Jaha added.

Lawmakers also raised concerns about the mismatch between the high cost of telecom services and the quality delivered.

“The House notes that the high cost of data and call tariffs does not match the quality of service delivered. Nigerians often pay significant amounts for data bundles that are quickly exhausted due to unstable connections and network interruptions,” he said.

Beyond network issues, Jaha highlighted what he described as a breakdown in customer service systems, noting that subscribers often struggle to get timely responses or resolutions to complaints.

He stated, “Many subscribers find it difficult to get timely responses to complaints, and issues are often left unresolved for long periods, thereby affecting emergency communications in dire situations like fire outbreaks, medical situations, vehicular situations and the needed responses.”

He further attributed part of the problem to inadequate infrastructure expansion, especially in rapidly growing urban centres and underserved rural communities.

“Network congestion during peak hours and in densely populated areas shows that infrastructure development has not kept pace with the growing number of users. In light of these challenges, I strongly believe that telecom companies must take urgent steps to improve t heir services,” he said.

Supporting the motion, Deputy Minority Whip George Ozodinobi accused telecom operators of prioritising profit over service improvement, while also faulting the NCC for regulatory complacency.

“It is like these companies have made enough profits in billions, and so, they don’t care about improving the network anymore. The NCC, the regulator, has become complacent,” Ozodinobi said.

Nigeria’s telecom sector has experienced rapid growth since liberalisation in the early 2000s, expanding from fewer than one million connected lines to over 200 million active subscriptions. This growth, driven by private investment and increased mobile penetration, has made telecommunications a backbone of the country’s digital economy.

However, infrastructure development has not kept pace with subscriber growth. Industry analysts have long pointed to insufficient base stations, unreliable power supply, and high operating costs as major constraints affecting service quality. Operators often rely heavily on diesel-powered generators due to unstable electricity, significantly increasing costs and limiting expansion.

In addition, multiple taxation by federal, state and local authorities has been cited by telecom companies as a barrier to infrastructure investment. Vandalism of telecom equipment and right-of-way challenges have also slowed network expansion, particularly in rural and conflict-affected areas.

Despite these challenges, critics argue that the NCC has not been firm enough in enforcing its Quality of Service regulations.

While the commission periodically issues fines and sets benchmarks for operators, enforcement has been inconsistent, and penalties are often seen as insufficient to drive meaningful compliance.

Consumer advocacy groups have also accused the regulator of failing to adequately protect subscribers, particularly in areas such as billing transparency, complaint resolution, and service reliability.

The House, in its resolution, called on telecom companies to invest in modern infrastructure, expand coverage, especially in rural communities, improve customer service systems and adopt fair pricing that reflects service quality.

Lawmakers also directed the NCC to enforce stricter quality standards and hold service providers accountable, signalling a possible shift toward stronger legislative oversight of the sector.

As part of its next steps, the House resolved to constitute an ad- hoc committee to investigate the root causes of poor telecom service delivery and recommend further legislative action.