Airtel Nigeria has introduced an Open Network platform that will allow subscribers to monitor network infrastructure in their locations, check the operational status of network sites and report service quality problems directly through its MyAirtel mobile application.
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.
The platform allows subscribers to view nearby network sites, track ongoing upgrades and submit complaints about connectivity problems, including poor voice calls, slow internet speeds, lack of internet access and video buffering.
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.
According to him, the information submitted by subscribers would provide Airtel’s technical teams with a clearer understanding of where service challenges occur, helping them investigate complaints and determine the appropriate network interventions.
To access the feature, subscribers are required to open the MyAirtel app and select Open Network under the Quick Actions section on the home screen. The application may request permission to access their location to display nearby network infrastructure.
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.
Subscribers can also select individual sites to access additional information, including identification numbers, the network technology deployed, such as 4G or 5G, and details of ongoing upgrades.
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.
Subscribers are required to identify the nature of their complaints and provide relevant details, including the affected phone number, whether the problem occurs indoors or outdoors, how long it has persisted and whether it happens continuously or at particular times.
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.
He noted that while operators regularly announce investments in additional network sites and capacity expansion, subscribers are more interested in understanding how such investments would improve service delivery in their respective locations.
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.
However, Maida cautioned that the proximity of a network site to a subscriber’s location does not necessarily guarantee better connectivity or faster internet speeds.
He explained that network performance depends on several factors beyond the physical presence of infrastructure, including network congestion, transmission limitations and other technical constraints.
