MTN Nigeria has launched a public engagement initiative aimed at addressing growing concerns over data consumption and billing practices, while seeking to strengthen customer confidence in its services.
The telecommunications giant unveiled the initiative, tagged “Data on Trial,” during a press conference in Lagos on Saturday, where company executives explained how data is consumed, measured and billed on its network.
Speaking at the event, MTN’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the exercise was designed to give Nigerians an opportunity to independently examine the company’s data billing processes and raise questions about perceived irregularities.
According to him, the initiative seeks to determine whether complaints about rapid data depletion stem from actual system issues, customer misunderstandings or the need for greater consumer education.
“We want Nigerians to tell us what is wrong, ask questions and help us identify concerns so that we can collectively find solutions,” Okigbo said.
He recalled that MTN had adopted a similar approach in the past when subscribers raised concerns over unauthorised value-added service subscriptions and deductions. The company subsequently suspended affected services, subjected its systems to regulatory review and introduced reforms that helped restore public confidence.
Okigbo stressed that trust remains a critical factor in the telecommunications industry, noting that customers are more likely to embrace digital services when they understand how charges are applied.
He added that the public engagement session would be streamed live, allowing subscribers and other stakeholders from across the country to participate and seek clarification on data-related issues.
Addressing allegations that telecom operators arbitrarily deduct customer data, MTN’s General Manager for Network Quality, Mike Ndukwe, dismissed the claims, explaining that data usage is influenced by several factors, many of which users may not be aware of.
He noted that activities such as video streaming, website browsing, file downloads and background applications consume data continuously.
Using TikTok as an example, Ndukwe explained that video quality settings significantly affect data usage, with high-definition videos consuming far more data than standard-definition content.
He also pointed to features such as autoplay videos, automatic software updates, cloud backups and hotspot connections as common causes of unnoticed data consumption.
According to him, faster technologies like 4G and 5G provide richer digital experiences but can also increase data usage because they enable higher-quality content delivery.
To help subscribers manage their data more effectively, Ndukwe advised users to monitor device settings, reduce video resolution where necessary and restrict background applications.
He further explained that MTN’s billing system operates using internationally recognised standards and undergoes regular audits by the Nigerian Communications Commission and independent assessors.
The executive noted that differences between data records on customer devices, network systems and billing platforms often occur because each system measures usage at different stages of data transmission.
On service quality, MTN’s General Manager for Network Services, Asura Mshelia, highlighted several operational challenges affecting network performance.
He explained that customer traffic passes through multiple infrastructure layers, including base stations, transmission links, switching centres and internet gateways before reaching its destination.
According to him, network congestion, power outages, equipment failures and fibre optic cable cuts remain some of the major factors impacting service delivery.
Mshelia also identified vandalism as a significant threat to telecommunications infrastructure, revealing that MTN records hundreds of attacks on its facilities, including the theft of generators, batteries and solar-powered equipment.
He added that fibre cuts caused by road construction activities, sabotage and other illegal actions frequently disrupt services and affect large numbers of subscribers.
The company called on Nigerians to support efforts to protect telecommunications infrastructure, noting that damage to network facilities often results in widespread service disruptions.
MTN said the “Data on Trial” initiative forms part of its broader commitment to transparency, consumer engagement and improved trust between telecommunications operators and their customers.