MTN Nigeria has opened up its data billing and network operations for the public to see. This move aims to tackle ongoing worries from customers about alleged data depletion and rebuild trust with them.
At a press conference on Data on Trial in Lagos, Tobe Okigbo, MTN's Chief Corporate Services and Sustainability Officer, said this initiative will let Nigerians check how their data is used and billed on the network.
Mr Okigbo mentioned that this exercise is meant to find out if there are real system problems, customer misunderstandings, or needs for better consumer education.
He pointed out that MTN had a similar approach years ago when customers raised issues about unauthorized subscriptions and deductions for value-added services.
Back then, the company paused the affected services, put its systems under regulatory review, and took steps to regain customer 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.
Mr Okigbo stressed that trust is very important in the telecom business. He noted that customers are more likely to use digital services when they understand how they are charged.
He added that the upcoming public engagement would be streamed live. This will allow consumers and stakeholders from all over the country to join in and ask questions.
MTN’s General Manager of Network Quality, Mike Ndukwe, spoke next. He dismissed claims that telecom operators take customer data without permission.
Mr Ndukwe explained that data usage starts when users stream videos, browse the web, download files, or run apps in the background.
He used TikTok as an example, saying that video quality greatly affects data usage. High-definition videos use a lot more data than standard-definition videos.
He further mentioned that features like autoplay, background updates, cloud backups, and hotspot connections can consume data without users being aware.
According to him, 4G and 5G networks provide faster speeds and better experiences but can also lead to higher data usage due to richer content.
Mr Ndukwe suggested that customers can manage their data usage by adjusting video quality, limiting background apps, and checking device settings.
He also explained that data usage is measured through globally accepted standards and verified billing systems. He noted that customer devices, network systems, and billing platforms can record usage differently because they track different stages of data transmission.
He pointed out that MTN's billing processes are regularly audited by the Nigerian Communications Commission and independent assessors.
According to him, MTN Nigeria uses the same charging technologies and standards found in many countries and regulated telecom markets.
On service quality, Asura Mshelia, General Manager of Network Services, said network performance relies on many connected systems. He explained that customer traffic travels through base stations, transmission links, switching centers, and internet gateways before reaching online sites.
He noted that issues like network congestion, power failures, equipment problems, and fiber cuts can affect service quality. Vandalism is a big problem too, with MTN facing hundreds of attacks on its infrastructure, including theft of generators, batteries, and solar equipment.
Mr Mshelia said that fiber cuts caused by roadwork, sabotage, and illegal actions often disrupt services and affect many subscribers. He called on Nigerians to help protect telecom infrastructure, saying that attacks on network facilities usually lead to big service disruptions.
The official said this engagement aims to improve transparency, address consumer worries, and strengthen trust between telecom operators and their subscribers.
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