MTN Nigeria has made its data billing and network operations open for public review to address ongoing consumer complaints about unexpected data depletion and to rebuild customer trust.
At a press briefing themed “Data on Trial” in Lagos, Tobe Okigbo, Chief Corporate Services and Sustainability Officer at MTN, explained that the initiative allows Nigerians to independently examine how data is consumed and billed. The exercise aims to identify system issues, customer misconceptions, and areas needing better education.
Okigbo cited a previous similar initiative during complaints over unauthorized value-added services, where MTN suspended affected services, subjected its systems to regulatory review, and restored consumer confidence.
“We want Nigerians to tell us what is wrong, ask questions, and help identify solutions,” Okigbo said, emphasizing that trust is critical in the telecommunications sector. The public engagement will be streamed live to allow consumers nationwide to participate.
Mike Ndukwe, General Manager, Network Quality, dismissed claims that data is arbitrarily deducted. He explained that data consumption occurs when users stream videos, browse websites, download files, or run background applications. Using TikTok as an example, he noted that high-definition content consumes more data, and features like autoplay, cloud backups, and hotspot sharing can increase usage unnoticed.
Ndukwe further highlighted that 4G and 5G technologies provide faster speeds and higher-quality experiences, which can lead to higher data usage. Consumers can manage usage by adjusting video quality, limiting background apps, and monitoring device settings. Data measurement is based on globally recognized standards and periodically audited by the Nigerian Communications Commission (NCC) and independent assessors.
Asura Mshelia, General Manager, Network Services, added that network performance depends on interconnected systems including base stations, transmission links, switching centres, and internet gateways. Challenges such as network congestion, power failures, equipment faults, fibre cuts, and vandalism affect service quality. MTN has recorded hundreds of attacks on telecom infrastructure, including generator and battery theft.
Mshelia urged Nigerians to protect telecom infrastructure, as attacks often cause widespread service disruptions. He concluded that the engagement is aimed at improving transparency, addressing consumer concerns, and strengthening trust between operators and subscribers.
