Airtel Nigeria rolls out Open Network initiative to address service quality issues

Airtel Nigeria’s Managing Director and Chief Executive Officer, Dinesh Balsingh, announced the initiative on Friday in Lagos, describing it as a technology-driven approach to improving the company’s understanding of customer experiences and directing network investments to areas with the greatest needs.

He said the feature would give customers greater visibility into the network and provide a digital channel through which they can share information about their service experiences.

According to Balsingh, the initiative recognises the growing dependence of Nigerians on mobile connectivity for business transactions, education, communication and other everyday activities.

He explained that the platform would provide more detailed information about where customers experience service challenges, helping Airtel’s technical teams investigate complaints and identify appropriate interventions.

After opening the app, customers can access the feature through the Quick Actions section on the home screen. The platform may request permission to access their location to display nearby network infrastructure.

The interface uses a colour-coded system to distinguish between different categories of network sites.

Red indicates active network sites currently serving locations, while blue represents active sites undergoing upgrades. Black identifies planned network sites that are yet to become operational.

They are also required to provide details such as the affected phone number, whether the problem occurs indoors or outdoors, how long it has persisted and whether it happens at specific times or continuously.

Airtel said its technical teams would assess the submitted feedback and use the information to improve network performance.

Speaking at the launch, the Executive Vice Chairman of the Nigerian Communications Commission (NCC), Dr Aminu Maida, welcomed the initiative, describing it as consistent with the regulator’s growing emphasis on transparency and consumer empowerment in the telecommunications industry.

Maida said Nigerians deserved reliable connectivity because of their increasing dependence on telecommunications services for business, education and communication.

According to him, better access to network information could help bridge the gap between operators’ infrastructure investments and customers’ expectations.

He explained that network performance could also be affected by congestion, transmission constraints and other technical factors.

Airtel’s Open Network launch comes amid continued concerns about telecommunications service quality in Nigeria, with operators under pressure to improve network performance as demand for mobile voice and data services increases.

Just last week, the House of Representatives directed chief executive officers of telecommunications companies in Nigeria to appear before it to explain the persistent decline in service quality, warning that those who fail to comply could face arrest.

Nairametrics reported that telecommunications operators had invested more than N2.5 trillion in network infrastructure in 2025 to enhance network quality. However, persistent fibre cuts and equipment vandalism across the country continue to pose challenges.

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