NCC Network August Deadline: Tourism & Travel at Risk as Poor Quality Looms

by Oluwafemi Kehinde

The Nigerian Communications Commission (NCC) has issued a stern directive to telecommunications tower companies, setting an end-of-August deadline for them to improve service quality or face significant regulatory sanctions. This mandate follows persistent issues with internet quality nationwide, which the regulator has attributed to operational failures at the tower level, including inadequate power supply, equipment malfunctions, and insufficient technical support.

According to the Tech Cabal, the directive was delivered by Dr. Aminu Maida, the Executive Vice Chairman of the NCC, during a high-level meeting in Abuja on Thursday. In attendance were key players from the nation’s tower infrastructure sector, including IHS Towers, American Tower Corporation (ATC), and Pan-African Towers, as well as representatives from internet network providers. 

NCC Network Deadline: Tourism & Travel at Risk as Poor Quality LoomsAccording to two industry stakeholders who attended the meeting and requested anonymity to speak candidly, the session was convened to pinpoint bottlenecks in infrastructure delivery and enhance the performance of shared telecom assets.

Tower companies, often referred to as TowerCos, serve as the foundational backbone of Nigeria’s telecommunications industry. They are responsible for providing the physical infrastructure, such as cell towers and rooftop sites, upon which mobile network operators (MNOs) like MTN, Airtel, and Glo install their radio and data transmission equipment.

A critical part of their role involves guaranteeing a continuous 24/7 power supply to these sites and protecting them from theft and vandalism. Consequently, any operational failure at a tower site directly degrades the quality of voice and data services that consumers experience.

“When a tower loses power, the network radios shut down. If the power supply is erratic, the radios are forced to restart, leading to dropped calls, frozen data sessions, and immense customer frustration,” explained one industry insider. “Therefore, while the Commission rightfully holds MNOs accountable for service quality, it is equally important that tower providers are held to the same high standard of operational reliability.”

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According to Tech Cabal, in Nigeria’s tower market, IHS Towers is the dominant force, managing between 16,000 and 19,000 sites, which constitutes approximately 62% of all co-located telecom infrastructure in the country. The second-largest operator, American Tower Corporation (ATC), controls about 8,270 towers. Pan-African Towers, a smaller, indigenous firm, operates between 760 and 1,000 sites, though not all are currently active.

Given their substantial market presence and crucial role in national connectivity, the NCC’s new directive places the responsibility squarely on these companies to resolve the persistent issues of downtime, delayed maintenance, and poor power management that have plagued the network in recent months.

Until 2024, the NCC’s Quality of Service (QoS) Regulations primarily targeted mobile network operators. However, in a significant shift in August 2024, the Commission updated its framework to encompass the entire connectivity value chain, explicitly including TowerCos. These revised regulations, which have since been officially gazetted, introduced new Key Performance Indicators (KPIs) that infrastructure providers are now legally obligated to meet.

“It has been eleven months since the new regulations came into effect,” Dr. Maida stated firmly during the meeting. “That is more than sufficient time for all parties to align their operations with the expected performance standards.”

According to a source familiar with the commission’s strategy, the NCC is pursuing a transparency-focused approach to enforcement. A key component of this strategy is the recent launch of the Major Incident Reporting Portal, which requires all service providers to disclose significant network disruptions publicly.

Furthermore, the regulator is developing a series of performance dashboards that will be hosted on its official website. These dashboards will allow consumers to monitor the adherence of both tower companies and mobile network operators to their respective KPIs.

While some tower companies have previously attributed their failure to meet Service Level Agreements (SLAs) to delayed payments from mobile network operators, arguing that cash flow issues hinder their ability to maintain sites and invest in backup power, the NCC has indicated that it will no longer accept this justification.

During the Abuja meeting, Dr. Maida was unequivocal: financial disputes do not excuse poor service delivery. “Operators must fulfil both their technical and financial responsibilities,” he asserted, emphasising that the expectation of high performance is non-negotiable, irrespective of internal financial challenges.

The directive by the Nigerian Communications Commission (NCC) holds significant implications for Nigeria’s tourism and travel sector. For one, improved internet reliability allows tourism operators and destinations to leverage digital marketing tools more effectively, increasing global visibility for Nigerian tourist sites. Better connectivity also enables real-time updates, virtual tours, and engaging content (photos and videos) that attract both domestic and international tourists.

Reliable internet is crucial for online booking platforms used by hotels, airlines, and tour operators. Tourists are increasingly opting to make reservations online, and seamless connectivity ensures smooth transactions and effective communication. Moreover, an enhanced internet infrastructure supports the growth of mobile applications for travel planning, bookings, and customer service, making travel to and within Nigeria more convenient.

As tourists expect high-quality internet access for navigation, information, social sharing, and staying connected, better service quality leads to higher satisfaction and positive reviews, which can influence future travel decisions. Reliable internet also supports digital concierge services, translation apps, and contactless check-ins, enhancing the overall guest experience.

With improved connectivity, tourism businesses can adopt innovative technologies such as virtual reality tours, AI-powered chatbots, and data analytics for targeted marketing and personalised services. Additionally, rural and emerging tourist destinations, which are often underserved by digital infrastructure, can benefit from increased exposure and visitor engagement, thereby supporting community-driven tourism initiatives.

 

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FAQs

1. What does the NCC’s new directive address the core issue?

The NCC is addressing the poor quality of internet and voice services in Nigeria, which has been traced back to operational failures by telecommunications tower companies (TowerCos). These failures include inconsistent power supply, equipment issues, and slow maintenance, which directly impact the services provided by mobile network operators.

2. What exactly did the NCC demand from the tower companies? 

The NCC, led by Executive Vice Chairman Dr. Aminu Maida, has demanded that tower companies make urgent and significant improvements to their service quality and operational reliability by August 31. If they fail to meet these new standards, they will face regulatory penalties, including fines.

3. Why are tower companies being targeted now?

While the NCC’s regulations historically focused on mobile network operators, they were updated in August 2024 to include the entire telecommunications value chain, including tower companies. The NCC believes that the eleven months since the new rules were gazetted have been ample time for these companies to comply with the latest Key Performance Indicators (KPIs).

4. Who are the major tower companies affected by this directive?

The directive affects all tower infrastructure providers in Nigeria. The most prominent players mentioned are IHS Towers, which is the market leader, followed by American Tower Corporation (ATC) and the smaller, indigenous firm, Pan-African Towers.

5. What is the tower companies’ excuse for poor service, and how has the NCC responded?

Some tower companies have blamed their service failures on delayed payments from mobile network operators, which they claim restrict their cash flow for maintaining and powering their systems. However, the NCC has rejected this excuse, stating that financial disputes are not a valid reason for poor performance and that all operators must meet their technical and financial obligations without fail.

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