MTN Opens Up on Data Billing Amidst Consumer Complaints

In a move to address the lingering concerns of its subscribers regarding data depletion, MTN Nigeria has taken a bold step by making its data billing and network operations transparent to the public. This initiative, tagged 'Data on Trial', aims to allow Nigerians to scrutinize how data is consumed and billed on the MTN network, thereby determining whether the issues are genuine system problems, customer misconceptions, or areas that require better consumer education. According to Tobe Okigbo, the Chief Corporate Services and Sustainability Officer at MTN, this approach is not new to the company, as it had previously adopted a similar method when customers complained about unauthorized value-added service subscriptions and deductions. Okigbo explained that the company had suspended the affected services, subjected its systems to regulatory scrutiny, and introduced measures that restored consumer confidence. He emphasized the importance of trust in the telecommunications business, stating that customers are more willing to use digital services when they understand how charges are applied. The public engagement, which will be streamed live, will provide an opportunity for consumers and stakeholders across the country to participate and ask questions. Mike Ndukwe, MTN's General Manager, Network Quality, dismissed claims that operators arbitrarily deduct customer data, explaining that data consumption begins when users stream videos, browse websites, download files, or run applications in the background. Using TikTok as an example, Ndukwe said that video quality significantly affects consumption, with high-definition content using several times more data than standard-definition videos. He added that autoplay features, background updates, cloud backups, and hotspot connections often consume data without users noticing. Ndukwe advised customers to manage their consumption by adjusting video resolution, limiting background applications, and monitoring device settings. Asura Mshelia, General Manager, Network Services, attributed network performance to several interconnected systems, explaining that customer traffic passes through base stations, transmission links, switching centers, and internet gateways before reaching online destinations. Mshelia noted that network congestion, power failures, equipment faults, and fiber cuts are among the factors that could affect service quality, with vandalism being a major challenge. He urged Nigerians to help protect telecoms infrastructure, stating that attacks on network facilities often lead to widespread service disruptions. The engagement is aimed at improving transparency, addressing consumer concerns, and strengthening trust between operators and subscribers.