MTN Opens Data Billing to Public Scrutiny Amid Consumer Complaints

MTN Nigeria has thrown open its data billing and network operations for public inspection. The move aims to tackle persistent consumer complaints about data depletion and rebuild trust.

Tobe Okigbo, Chief Corporate Services and Sustainability Officer at MTN, announced the initiative at a press conference in Lagos. He said Nigerians can now independently check how data is consumed and billed on the network.

“We want Nigerians to tell us what is wrong, ask questions and help us identify issues so that we can collectively find solutions,” Okigbo said.

He recalled that MTN used a similar approach years ago when customers complained about unauthorised value-added service subscriptions. The company then suspended affected services, subjected systems to regulatory scrutiny, and introduced measures to restore confidence.

Okigbo stressed that trust is vital in telecoms. Customers are more willing to use digital services when they understand how charges apply. The public engagement will be streamed live so consumers and stakeholders across Nigeria can participate and ask questions.

Data consumption explained

Mike Ndukwe, MTN’s General Manager for Network Quality, dismissed claims that operators arbitrarily deduct customer data. He explained that data consumption starts when users stream videos, browse websites, download files, or run apps in the background.

Using TikTok as an example, Ndukwe said video quality significantly affects consumption. High-definition content uses several times more data than standard definition. Autoplay features, background updates, cloud backups, and hotspot connections often consume data without users noticing.

He noted that 4G and 5G technologies deliver faster speeds and richer content, which can increase data usage. Customers can manage consumption by adjusting video resolution, limiting background apps, and monitoring device settings.

Ndukwe said data usage is measured through globally recognised standards and verified billing systems. Customer devices, network systems, and billing platforms often record usage differently because they capture different stages of data transmission. MTN’s billing processes are audited periodically by the Nigerian Communications Commission and independent assessors.

“The same charging technologies and standards used by MTN Nigeria are deployed across multiple countries and regulated telecom markets,” he added.

Service quality and infrastructure challenges

Asura Mshelia, General Manager for Network Services, said network performance depends on several interconnected systems. Customer traffic passes through base stations, transmission links, switching centres, and internet gateways before reaching online destinations.

Network congestion, power failures, equipment faults, and fibre cuts are among the factors that can affect service quality. Mshelia said vandalism remains a major challenge. MTN records hundreds of attacks on telecoms infrastructure, including theft of generators, batteries, and solar equipment.

Fibre cuts caused by road construction, sabotage, and illegal activities frequently disrupt services and affect large numbers of subscribers. Mshelia urged Nigerians to help protect telecoms infrastructure, noting 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.