MTN Nigeria has announced plans to open its data billing and network operations to public examination as part of efforts to address recurring complaints from subscribers over alleged rapid data depletion and to strengthen consumer confidence in its services.i
The company’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, disclosed this during a press conference tagged “Data on Trial” held in Lagos on Saturday.
According to Okigbo, the initiative will provide an opportunity for Nigerians to independently assess how data is consumed and billed on the MTN network, while helping the company identify possible gaps in customer understanding or areas requiring greater transparency.
He explained that the exercise is intended to determine whether complaints stem from technical issues, misconceptions about data usage, or the need for improved consumer education.
Okigbo recalled that MTN adopted a similar strategy years ago when subscribers raised concerns about unauthorised value-added service subscriptions and deductions. He said the company responded by suspending affected services, opening its systems to regulatory review and implementing reforms that helped restore public trust.
“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.
He stressed that trust remains a vital element in the telecommunications industry, noting that customers are more comfortable using digital services when they clearly understand how charges are applied.
Okigbo added that the forthcoming public engagement will be streamed live to enable subscribers and other stakeholders across the country to participate and seek clarifications.
Speaking at the event, MTN’s General Manager for Network Quality, Mike Ndukwe, rejected allegations that telecommunications operators arbitrarily deduct customers’ data.
He explained that data is consumed whenever users stream videos, browse the internet, download content or run applications that continue operating in the background.
Using TikTok as an example, Ndukwe noted that the quality of streamed videos has a major impact on data consumption, with high-definition content using significantly more data than standard-definition formats.
He further stated that features such as autoplay videos, background app updates, cloud backups and hotspot connections often use data without the knowledge of subscribers.
According to him, while 4G and 5G technologies deliver faster internet speeds and enhanced user experiences, they can also result in higher data consumption because of the increased volume and quality of content being delivered.
Ndukwe advised subscribers to reduce unnecessary usage by adjusting video quality settings, limiting background applications and regularly monitoring their device settings.
He also explained that data usage is measured using internationally accepted standards and verified billing platforms.
According to him, discrepancies sometimes observed between customer devices, network records and billing systems occur because each platform measures different stages of the data transmission process.
Ndukwe noted that MTN’s billing systems undergo periodic audits conducted by the Nigerian Communications Commission and independent assessors to ensure accuracy and compliance.
He added that the same charging technologies and industry standards used by MTN Nigeria are also deployed in several other countries and regulated telecommunications markets.
Also speaking, the company’s General Manager for Network Services, Asura Mshelia, said the quality of telecommunications services depends on multiple interconnected systems operating together.
Mshelia explained that customer traffic travels through base stations, transmission infrastructure, switching centres and internet gateways before reaching its destination online.
He identified network congestion, power outages, equipment failures and fibre cuts as some of the major factors capable of affecting service delivery.
According to him, vandalism continues to pose a serious threat to telecommunications infrastructure, with MTN recording numerous incidents involving the theft of generators, batteries and solar-powered equipment.
He also pointed to fibre cuts caused by road construction activities, deliberate sabotage and other illegal actions as frequent sources of network disruptions affecting large numbers of subscribers.
Mshelia urged Nigerians to support efforts to safeguard telecommunications infrastructure, warning that attacks on network facilities often result in widespread service interruptions.
He said the planned public engagement is expected to enhance transparency, address subscriber concerns and further strengthen trust between telecom operators and their customers.
