Access to reliable internet is no longer a luxury; it is the backbone of education, commerce and communication in modern Nigeria. Yet, despite increased investment and expanding coverage, one challenge continues to hold back progress in the industry: customer trust.
For many Nigerians, internet service is associated with frustration. Stories of poor connectivity, hidden charges or unresponsive customer care are all too common. A subscriber may purchase a package advertised as “unlimited” only to discover data caps or throttled speeds hidden in the fine print.
Others endure repeated service disruptions without adequate explanation or timely support. Over time, these experiences have created a trust deficit that undermines both customer confidence and the long-term sustainability of the industry.
Why does trust matter so much? Because it is the foundation of digital adoption. No matter how advanced our infrastructure becomes, if customers do not believe that service providers are honest, transparent, and reliable, usage will stagnate.
Trust is what encourages a student to rely on online resources for learning, a business owner to run digital operations confidently, or a freelancer to deliver work on time to clients abroad. Without it, opportunities remain out of reach.
Rebuilding this trust requires deliberate action. Service providers must embrace transparency in pricing and communication. If a plan is capped, say so clearly. If a disruption occurs, inform customers promptly and honestly. Stronger customer support systems are equally critical.
Too often, customers feel abandoned when problems arise, left with no clear recourse. A responsive, empathetic support structure can turn a negative experience into an opportunity to strengthen loyalty.
Community engagement is another important pillar. ISPs that actively listen to customers, gather feedback, and act on it demonstrate that they value the people they serve. Accountability also matters—when service fails, providers must be willing to admit fault and make things right. These simple but powerful practices are not just about keeping customers happy; they are about redefining the standard of service in Nigeria’s internet industry.
Indigenous ISPs have a particularly important role to play. Being closer to the communities they serve, they are well-positioned to model what a customer-first approach should look like. At Teltwine, for example, our philosophy of “one customer at a time” is built on reliability and transparency.
We believe that trust is earned in every interaction—whether it is resolving a complaint quickly, ensuring billing clarity or keeping service promises. By adopting this mindset, smaller, agile providers can lead by example and gradually shift industry culture toward accountability.
But rebuilding trust cannot be left to providers alone. Regulators also have a role to play in ensuring that customer rights are protected and that service claims are fair. Partnerships between government, industry stakeholders and ISPs can create frameworks that reward transparency and penalise misleading practices.
Ultimately, the conversation about internet access in Nigeria cannot be limited to coverage and infrastructure alone. Trust must be treated as equally important. Every Nigerian who pays for connectivity deserves not just access, but confidence that their provider is delivering exactly what was promised.
If Nigeria is to achieve true digital transformation, we must build an internet service industry where customers believe in the value they receive. Only then will connectivity fulfil its promise as a driver of education, innovation and economic growth.
Babajide Olaniyi, the MD/CTO, Teltwine Networks Ltd, writes from Lagos