Airtel opens network data to subscribers in push for service transparency

The initiative is expected to give customers greater visibility into the telecommunications operator’s infrastructure while providing the company with location-specific feedback to identify service gaps and guide network improvement efforts.

Dinesh Balsingh, managing director and chief executive officer of Airtel Nigeria, said the initiative was designed to improve how the company understands customer experiences and directs network investments to areas with the greatest need.

He explained that as Nigerians increasingly depend on telecommunications services for business transactions, education, communication and other daily activities, operators must find better ways to understand and address connectivity challenges.

“Open Network is designed to give customers greater visibility into the network and a visual channel through which they can share data about their experience. We want to listen better, understand problems more precisely and direct our efforts to meet the greatest needs,” Balsingh said.

The platform uses a colour-coded map to distinguish between different categories of network sites. Red represents active sites currently serving locations, blue identifies active sites undergoing upgrades, while black indicates planned sites that are yet to become operational.

For sites undergoing improvements, the platform provides information about the nature of the work, including capacity expansion and migration to 5G, alongside updates on implementation progress. Users can also switch between map and satellite views to identify infrastructure around their locations.

Beyond providing network information, the feature offers a feedback channel through Airtel Assist, where customers can report specific service challenges.

Airtel said its technical teams would review the submissions and use the information to assess network performance and identify areas requiring attention.

Speaking at the launch, Aminu Maida, executive vice chairman of the Nigerian Communications Commission (NCC), welcomed the initiative, saying it aligned with the regulator’s emphasis on transparency and consumer empowerment in the telecommunications sector.

Maida said reliable connectivity had become increasingly important to Nigerians, given the role of telecommunications in supporting businesses, education and everyday communication.

According to him, making network information more accessible could help address the gap between infrastructure investments by operators and the service improvements expected by consumers.

“Transparency should help consumers understand the service available to them, report problems and see what actions follow,” he said.

He explained that network performance depends on several factors beyond the physical presence of infrastructure, including network congestion, transmission limitations and other technical constraints.

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