MTN Nigeria has opened its data billing and network operations to public review as part of efforts to address subscribers’ concerns about alleged data depletion and improve customer trust.
Speaking at a press conference tagged “Data on Trial” in Lagos, MTN’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the initiative would allow Nigerians to independently assess how data is consumed and billed on the network.
According to Okigbo, the exercise is aimed at identifying whether customer complaints are caused by actual system issues, misunderstandings about data usage, or a need for better consumer education.
He noted that MTN had previously adopted a similar approach when customers complained about unauthorized value-added service subscriptions and deductions. The company responded by suspending the services, allowing regulatory reviews, and introducing reforms that restored customer confidence.
“We want Nigerians to tell us what is wrong, ask questions, and help us identify issues so that we can find solutions together,” he said.
Okigbo stressed that trust is essential in the telecommunications industry and said customers are more likely to use digital services when they understand how charges are applied. He added that the public engagement would be streamed live to enable nationwide participation.
MTN’s General Manager for Network Quality, Mike Ndukwe, dismissed claims that telecom operators arbitrarily deduct customer data. He explained that data is consumed whenever users stream videos, browse the internet, 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 highlighted autoplay features, background updates, cloud backups, and hotspot connections as common causes of unnoticed data usage.
He explained that faster 4G and 5G networks encourage the consumption of richer content, which can increase data usage. To reduce consumption, he advised customers to adjust video quality settings, limit background apps, and monitor their device settings regularly.
Ndukwe further stated that MTN’s billing systems operate according to internationally recognized standards and undergo regular audits by the Nigerian Communications Commission (NCC) and independent assessors.
On network performance, MTN’s General Manager for Network Services, Asura Mshelia, said factors such as congestion, power outages, equipment failures, and fibre cuts can affect service quality.
He identified vandalism as a major challenge, revealing that telecom infrastructure frequently comes under attack through the theft of generators, batteries, and solar equipment. Fibre cuts caused by road construction and sabotage also disrupt services for large numbers of subscribers.
Mshelia urged Nigerians to help protect telecom infrastructure, noting that attacks on network facilities often result in widespread service disruptions.
He said the public engagement initiative is designed to improve transparency, address customer concerns, and strengthen trust between telecom operators and subscribers.
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