MTN Nigeria has launched a public initiative aimed at addressing widespread concerns over alleged rapid data depletion by allowing consumers and stakeholders to examine how data usage is measured and billed on its network.
Speaking at a press conference tagged “Data on Trial” in Lagos on Saturday, the company’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the exercise was designed to promote transparency and rebuild customer confidence.
According to Okigbo, the initiative will enable Nigerians to independently assess the company’s billing processes and determine whether complaints stem from technical issues, misunderstandings by users, or the need for improved consumer education.
He recalled that MTN adopted a similar approach in the past when customers complained about unauthorised value-added service subscriptions. At the time, the company suspended the affected services, subjected its systems to regulatory review, and implemented reforms that helped restore public trust.
“We want Nigerians to ask questions, point out perceived problems, and work with us to identify solutions,” he said.
Okigbo stressed that trust is essential in the telecommunications industry, noting that customers are more comfortable using digital services when they understand how charges are calculated. He added that the engagement would be streamed live to allow nationwide participation.
Also speaking, MTN’s General Manager for Network Quality, Mike Ndukwe, rejected claims that telecom operators arbitrarily deduct subscribers’ data. He explained that data consumption occurs whenever users stream videos, browse websites, download files, or run applications in the background.
Using TikTok as an example, Ndukwe said high-definition videos consume significantly more data than standard-definition content. He also noted that features such as autoplay, automatic app updates, cloud backups, and hotspot connections can increase data usage without users being aware.
He added that the faster speeds provided by 4G and 5G networks often encourage the delivery of richer content, leading to higher data consumption.
To help subscribers manage their usage, Ndukwe advised adjusting video quality settings, restricting background applications, and regularly monitoring device settings.
He further explained that MTN relies on internationally recognised measurement standards and verified billing systems, noting that differences in data records between customer devices, network systems, and billing platforms arise because each measures different stages of data transmission.
According to him, MTN’s billing systems undergo routine audits by the Nigerian Communications Commission and independent assessors, while the same charging technologies are used across several regulated telecom markets worldwide.
On network performance, the company’s General Manager for Network Services, Asura Mshelia, said service quality depends on multiple interconnected systems, including base stations, transmission links, switching centres, and internet gateways.
He identified network congestion, power outages, equipment failures, fibre cuts, and vandalism as major factors affecting service delivery. Mshelia revealed that MTN has recorded hundreds of attacks on its infrastructure, including the theft of generators, batteries, and solar equipment.
He added that fibre cuts caused by road construction, sabotage, and illegal activities frequently disrupt services for large numbers of subscribers.
Mshelia appealed to Nigerians to help safeguard telecommunications infrastructure, stating that attacks on network facilities often result in widespread service interruptions.
He said the public engagement is intended to improve transparency, address customer concerns, and strengthen trust between telecom operators and subscribers.