MTN Nigeria has announced plans to open its data billing and network operations to public examination as part of efforts to address long-standing complaints about data consumption and strengthen customer confidence.
Speaking at a press conference tagged “Data on Trial” in Lagos on Saturday, the company’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the initiative would give consumers an opportunity to closely assess how data usage is measured and charged on the network.
According to Okigbo, the exercise is aimed at identifying whether concerns surrounding data depletion stem from technical issues, user misunderstandings or a need for greater consumer awareness.
He recalled that MTN had previously adopted a similar strategy when subscribers raised concerns over unsolicited value-added services and unexplained deductions. At the time, the company halted the affected services, opened its systems to regulatory review and implemented reforms that helped rebuild 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.
Okigbo stressed that transparency is essential in the telecom industry, noting that customers are more comfortable using digital services when they clearly understand how charges are calculated.
He added that the public engagement would be broadcast live, enabling subscribers and other stakeholders nationwide to participate and seek clarification on issues affecting them.
Also addressing the media, MTN’s General Manager for Network Quality, Mike Ndukwe, rejected claims that telecom operators deliberately deduct customer data without cause.
He explained that activities such as video streaming, web browsing, file downloads and background app operations all contribute to data usage.
Using TikTok as an illustration, Ndukwe noted that higher video quality settings consume significantly more data than standard-resolution content. He also pointed to autoplay functions, software updates, cloud synchronisation and hotspot usage as common but often overlooked sources of data consumption.
He further explained that while 4G and 5G networks deliver faster speeds and enhanced digital experiences, they can also result in greater data usage due to the delivery of higher-quality content.
Ndukwe advised subscribers to manage their consumption by lowering video quality settings, restricting background app activity and regularly reviewing their device configurations.
