Nigerians who struggle with slow internet, dropped calls and poor network coverage may soon have a more direct way to show telecom operators exactly where things are going wrong.
Airtel Nigeria has introduced its Open Network initiative, a digital feature on the MyAirtel app that allows subscribers to view nearby network infrastructure, monitor ongoing upgrades and report connectivity problems.
Launched in Lagos on October 30, the initiative gives customers access to information about network sites around their locations, including whether they are active, undergoing upgrades or planned for future deployment.
Subscribers can also check the technology supported by individual sites, including 4G and 5G, and switch between map and satellite views to identify nearby infrastructure.
Beyond viewing network information, customers can use the platform to report issues such as poor voice calls, slow internet speeds, lack of connectivity and videos that repeatedly buffer.
To submit a complaint, users provide details about the affected phone number, where the problem occurs, how long it has lasted and whether it happens continuously or at particular times.
Airtel says the information will help its technical teams understand customer experiences more accurately, investigate service problems and identify areas that may require network improvements.
The development comes at a time when telecommunications service quality remains a major concern for Nigerian subscribers. Despite investments in network infrastructure, many customers continue to experience connectivity challenges that affect communication, online transactions, businesses and other everyday activities.
Speaking at the launch, Airtel Nigeria’s Managing Director and Chief Executive Officer, Dinesh Balsingh, said the initiative was designed to give customers greater visibility into the company’s network and a more direct channel to communicate their experiences.
The Executive Vice Chairman of the Nigerian Communications Commission, Dr Aminu Maida, welcomed the initiative, noting that transparency could help customers better understand available services and hold operators accountable.
However, the platform does not guarantee an immediate improvement in network performance. The NCC explained that having a network site close to a subscriber does not automatically mean they will enjoy reliable connectivity, as congestion, transmission limitations and other technical issues can affect service.
The real test will be how effectively Airtel responds to complaints submitted through the platform and whether the information leads to measurable improvements.
For subscribers, Open Network introduces a different way to engage with their network provider: instead of simply reporting poor service, they can now access information about nearby infrastructure and provide more specific feedback about where connectivity is failing.