New NCC and CBN Rules Halt Airtime/Data Purchases During Network Outages

Nigeria’s telecom regulator, the Nigerian Communications Commission (NCC), and the Central Bank of Nigeria (CBN) are introducing tough new rules to fix a big problem for phone users. The rules will force mobile networks, banks, and shops to pause airtime and data purchases whenever there is a network outage. This comes from a joint plan called the CBN-NCC draft framework on failed airtime and data buys.

Under the new rules, everyone involved must shut down airtime and data sales right away if a technical problem lasts more than 10 minutes. They also have to tell customers about the downtime as soon as it happens. This way, people won’t lose money trying to buy something when the network is down.

Mobile network operators (MNOs) and banks must warn shops, payment services, and other middlemen about the problem at least 30 minutes after it starts. Once these middlemen get the alert, they must block all airtime and data buys on their platforms until the service comes back.

For mobile networks, the outage should not affect more than 5% of their service time. The plan says any downtime bigger than this shows poor service from the operator.

Rules pause Airtime Data Purchases During Network Outages

One key part of the rules is that operators and shops must automatically give back money for failed buys during outages. This reversal must happen within 30 minutes of the failed try, following set guidelines.

These changes aim to solve long delays in fixing failed buy complaints and cases where customers’ bank accounts get debited but they get nothing. Many Nigerians complain every day about airtime or data buys that fail, leaving them out of pocket. The framework wants to build trust, make people happy, and boost confidence in Nigeria’s digital money and phone services.

To show they are serious, NCC said in January that mobile networks and banks together paid back N10 billion to customers for past failed airtime and data problems.

The plan also sets a strict 30-second rule for refunds. If a buy fails, whether through a bank, mobile network, shop, or other service, the money must go back to the customer in just 30 seconds.

Another big idea is a Central Monitoring Dashboard. The CBN and NCC will run it together. This online tool will show real-time problems with buys across banks and phone companies. It will help regulators watch refunds, check if companies follow time rules, and spot issues fast.

To make sure everyone obeys, the regulators will do checks every three months. Any company that breaks the rules will face punishments.

Failed airtime and data recharges are a top complaint for phone users in Nigeria. Many blame it on bad service from networks. Other issues include money not coming back, long waits, or accounts getting charged multiple times when people try again.

This shows a weak spot in online recharges. Mobile networks and banks often can’t promise a smooth buy process. It matters a lot now because most people recharge airtime and data using phones or apps. NCC data from 2025 says 1 in 3 of Nigeria’s over 170 million phone users faces a failed buy. That means huge money losses for customers every day.

These new rules could change how Nigerians buy airtime and data, making it safer and faster. With quick refunds and clear downtime alerts, complaints should drop, and trust in the system should grow.

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