MTN Nigeria has announced plans to subject its data billing and network operations to public examination as part of efforts to address recurring complaints from subscribers over data consumption and strengthen confidence in its services.
Speaking at a press briefing tagged “Data on Trial” in Lagos, the company’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the initiative would provide an opportunity for Nigerians to independently assess how data usage is tracked and billed on the network.
According to Okigbo, the exercise is intended to establish whether customer complaints stem from actual technical issues, misunderstandings about data usage, or a need for improved consumer awareness.
He recalled that MTN had previously adopted a similar strategy when customers raised concerns about unauthorised subscriptions to value-added services and related deductions.
The company, he said, responded by suspending the affected services, opening its systems to regulatory review and implementing 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 we can collectively find solutions,” he said.
Okigbo stressed that trust remains a key factor in the telecommunications industry, noting that customers are more likely to embrace digital services when they clearly understand how charges are calculated.
He added that the engagement would be broadcast live to enable subscribers and other stakeholders nationwide to participate and seek clarifications.
Also addressing journalists, MTN’s General Manager, Network Quality, Mike Ndukwe, rejected allegations that telecom operators arbitrarily deduct customers’ data allocations.
He explained that data is consumed whenever users stream content, visit websites, download files or operate applications that continue running in the background.
Using TikTok as an illustration, Ndukwe noted that video quality has a significant impact on data usage, with high-definition content consuming substantially more data than standard-definition formats.
He further stated that features such as autoplay, cloud backups, background application updates and hotspot sharing can increase data usage without the user being immediately aware.
According to him, while 4G and 5G technologies offer faster connectivity and enhanced user experiences, they can also lead to higher data consumption because they support richer digital content.
Ndukwe advised subscribers to manage their usage by reducing video quality settings, limiting background app activity and regularly monitoring their device configurations.
He also explained that data consumption is measured using internationally accepted standards and verified billing mechanisms.
According to the MTN official, variations in records often occur because customer devices, network infrastructure and billing systems measure different phases of data transmission.
He noted that MTN’s billing systems undergo routine audits by the Nigerian Communications Commission as well as independent evaluators.
Ndukwe added that the charging platforms and standards deployed by MTN Nigeria are similar to those used in several other countries and regulated telecommunications markets.
On network performance, MTN’s General Manager, Network Services, Asura Mshelia, said service delivery depends on the seamless interaction of multiple network components.
He explained that customer traffic travels through base stations, transmission infrastructure, switching centres and internet gateways before reaching its intended online destination.
Mshelia identified congestion, power outages, equipment malfunctions and fibre optic cable damage as some of the factors capable of affecting service quality.
He described vandalism as a major challenge facing the sector, revealing that MTN has recorded numerous attacks on telecommunications facilities, including the theft of generators, batteries and solar-powered equipment.
The network services executive also said fibre cuts resulting from road construction activities, deliberate sabotage and other illegal actions frequently disrupt services and affect large numbers of subscribers.
He appealed to Nigerians to support efforts aimed at safeguarding telecommunications infrastructure, noting that attacks on network facilities often result in widespread service interruptions.
Mshelia said the public engagement initiative is designed to promote transparency, respond to customer concerns and further strengthen trust between telecom operators and their subscribers.
