MTN Nigeria has opened its data billing and network operations to public scrutiny in response to growing concerns from subscribers over alleged rapid data depletion and to rebuild customer trust.
The Chief Corporate Services and Sustainability Officer of MTN, Tobe Okigbo, disclosed this at a press conference in Lagos themed “Data on Trial”, saying the initiative would allow Nigerians to independently assess how data is consumed and billed on the network.
He said the exercise is aimed at determining whether customer complaints are due to actual technical issues, misunderstandings about data usage, or gaps in consumer awareness.
Okigbo explained that MTN had previously taken a similar approach when customers complained about unauthorized value-added service deductions, adding that the company suspended affected services and subjected its systems to regulatory checks, which helped restore public confidence.
According to him, “We want Nigerians to tell us what is wrong, ask questions and help us identify issues so that we can collectively find solutions.”
He stressed that trust remains essential in the telecom industry, noting that customers are more willing to use digital services when billing processes are clearly understood. He also said the public engagement would be streamed live to allow nationwide participation.
MTN’s General Manager for Network Quality, Mike Ndukwe, dismissed claims that telecom operators arbitrarily deduct data. He explained that data is consumed during activities such as streaming videos, browsing, downloading files, and running background apps.
He noted that high-definition video content consumes significantly more data than lower-quality formats, while features such as autoplay, cloud backups, app updates, and hotspot usage can also increase consumption without users noticing.
Ndukwe added that faster 4G and 5G networks encourage richer content usage, which naturally increases data consumption. He advised customers to manage usage by adjusting video quality, limiting background apps, and monitoring device settings.
He further explained that data usage is measured using globally accepted standards and verified billing systems, adding that differences between devices and network records occur because they track different stages of data transmission. He also noted that MTN’s systems are regularly audited by the Nigerian Communications Commission (NCC) and independent assessors.
On network performance, MTN’s General Manager for Network Services, Asura Mshelia, said service quality depends on several interconnected systems, including base stations, transmission links, switching centres, and internet gateways.
He said issues such as congestion, power outages, equipment failures, and fibre cuts can affect service delivery, while vandalism remains a major challenge, with frequent attacks on telecom infrastructure involving theft of generators, batteries, and solar equipment.
Mshelia added that fibre cuts from road construction, sabotage, and illegal activities often disrupt services for large numbers of subscribers.
He urged Nigerians to help protect telecom infrastructure, noting that attacks on network facilities often lead to widespread service disruptions.
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