MTN Nigeria has made its data billing and network operations open to public scrutiny to address ongoing consumer concerns over alleged data depletion and to rebuild trust.
The Chief Corporate Services and Sustainability Officer, Tobe Okigbo, announced at a “Data on Trial” press conference in Lagos that this initiative would enable Nigerians to independently examine how data is consumed and billed on the network.
Okigbo explained that the exercise aims to determine whether there are genuine system issues, customer misconceptions, or areas needing better consumer education.
He noted that MTN previously adopted a similar approach when customers complained about unauthorized value-added service subscriptions and deductions. The company then suspended affected services, underwent regulatory scrutiny, and introduced measures to restore consumer confidence.
“We want Nigerians to tell us what’s wrong, ask questions, and help us identify issues so we can find solutions together,” he said.
Okigbo emphasized that trust is crucial in the telecommunications industry and that customers are more willing to use digital services when they understand how charges are applied.
He added that the public engagement would be streamed live, allowing consumers and stakeholders nationwide to participate and ask questions.
Also speaking, MTN’s General Manager of Network Quality, Mike Ndukwe, dismissed claims that operators arbitrarily deduct customer data.
Ndukwe explained that data consumption occurs when users stream videos, browse websites, download files, or run applications in the background. Using TikTok as an example, he noted that video quality significantly affects data usage, with high-definition videos consuming several times more data than standard-definition ones.
He further explained that autoplay features, background updates, cloud backups, and hotspot connections often use data without users noticing.
According to Ndukwe, 4G and 5G technologies provide faster speeds and higher-quality experiences but can also increase data consumption due to richer content delivery.
Customers can manage their data by adjusting video resolution, limiting background applications, and monitoring device settings.
He stressed that data usage is measured using globally recognized standards and verified billing systems. However, devices, network systems, and billing platforms may record usage differently because they capture different stages of data transmission.
Ndukwe assured that MTN’s billing processes are regularly audited by the Nigerian Communications Commission and independent assessors. The same charging technologies and standards are used across multiple countries and regulated telecom markets.
On service quality, General Manager of Network Services, Asura Mshelia, said network performance depends on interconnected systems. Customer traffic passes through base stations, transmission links, switching centers, and internet gateways before reaching online destinations.
He noted that factors like network congestion, power failures, equipment faults, and fiber cuts can impact service quality.
Mshelia highlighted that vandalism remains a major challenge, with MTN experiencing hundreds of attacks on infrastructure, including theft of generators, batteries, and solar equipment.
Fibre cuts caused by road construction, sabotage, and illegal activities often disrupt services and affect many subscribers.
He called on Nigerians to help protect telecom infrastructure, emphasizing that attacks can lead to widespread service disruptions.
The engagement aims to improve transparency, address consumer concerns, and strengthen trust between operators and subscribers.
