MTN Nigeria has launched a public review of its data billing and network operations as part of efforts to address recurring complaints from subscribers over alleged rapid data depletion and strengthen customer confidence in its services.
Speaking at a press conference titled “Data on Trial” in Lagos, MTN’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the initiative would give consumers and industry stakeholders an opportunity to examine how data is consumed and billed on the network.
According to Okigbo, the exercise is intended to determine whether customer complaints stem from actual system issues, misunderstandings about data usage, or a need for improved consumer education.
He recalled that MTN previously adopted a similar approach when customers raised concerns about unauthorized subscriptions to value-added services and unexplained deductions from their accounts. At the time, the company suspended the affected services, subjected its systems to regulatory scrutiny, and implemented corrective measures that helped restore public confidence.
“We want Nigerians to tell us what is wrong, ask questions, and help us identify issues so that together we can find lasting solutions,” Okigbo said.
He emphasized that trust is vital in the telecommunications industry, noting that customers are more likely to embrace digital services when they clearly understand how charges are calculated and applied.
To ensure transparency, Okigbo disclosed that the engagement would be streamed live, enabling subscribers and stakeholders from across the country to participate, raise concerns, and seek clarifications.
Also speaking at the event, MTN’s General Manager for Network Quality, Mike Ndukwe, rejected claims that telecom operators arbitrarily deduct subscribers’ data.
Ndukwe explained that data consumption occurs whenever users stream videos, browse the internet, download files, or run applications in the background. He cited TikTok as an example, noting that high-definition video streaming consumes significantly more data than standard-definition content.
He added that features such as autoplay videos, automatic app updates, cloud backups, and hotspot sharing can consume substantial amounts of data without users being fully aware.
According to him, the faster speeds offered by 4G and 5G networks often encourage the consumption of richer and higher-quality content, which naturally leads to increased data usage.
To help subscribers manage their data more effectively, Ndukwe advised users to lower video streaming quality, limit background applications, and regularly monitor their device settings.
He further explained that MTN’s data usage measurements are based on internationally recognized standards and verified billing systems. Differences between records on customer devices and those on network billing platforms, he said, arise because each system measures data at different stages of transmission.
Ndukwe stressed that MTN’s billing systems undergo regular audits by the Nigerian Communications Commission (NCC) as well as independent assessors. He also noted that the same charging technologies and standards used by MTN Nigeria are deployed in several regulated telecom markets around the world.
On network performance, MTN’s General Manager for Network Services, Asura Mshelia, said service quality depends on a complex chain of interconnected systems.
He explained that customer data traffic passes through base stations, transmission links, switching centres, and internet gateways before reaching online destinations. As a result, network congestion, power outages, equipment failures, and fibre-optic cable cuts can all affect service delivery.
Mshelia identified vandalism as one of the biggest challenges facing telecom operators, revealing that MTN has recorded hundreds of attacks on its infrastructure, including the theft of generators, batteries, and solar-powered equipment.
He also highlighted the frequent disruption caused by fibre cuts resulting from road construction activities, sabotage, and other illegal actions, noting that such incidents can impact millions of subscribers.
Mshelia called on Nigerians to support efforts to protect telecommunications infrastructure, stressing that attacks on network facilities often result in widespread service disruptions.
The company said the public engagement initiative is designed to improve transparency, address consumer concerns, and strengthen trust between telecom operators and their customers.
