Telecommunications giant MTN Nigeria has launched a public engagement initiative aimed at addressing recurring concerns from subscribers over data consumption and billing practices.
Speaking at a forum tagged “Data on Trial” held in Lagos on Saturday, the company’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the exercise was designed to provide transparency and help customers better understand how data usage is measured and billed.
According to him, the initiative seeks to determine whether complaints arise from actual technical issues, consumer misunderstanding, or the need for improved customer education.
“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 noted that MTN had previously adopted a similar approach when customers raised concerns over unauthorised value-added service subscriptions.
The company, he said, responded by suspending affected services, opening its systems to regulatory review, and implementing reforms that restored public confidence.
Okigbo stressed that trust remains a critical factor in the telecommunications industry, adding that customers are more likely to embrace digital services when they understand how charges are calculated.
He disclosed that the engagement would be streamed live to allow consumers and stakeholders across the country to participate and ask questions in real time.
Also speaking, MTN’s General Manager for Network Quality, Mike Ndukwe, dismissed allegations that telecom operators arbitrarily deduct customers’ data.
Ndukwe explained that data consumption is driven by activities such as video streaming, web browsing, file downloads, and background application processes.
Using TikTok as an example, he said video quality settings significantly determine how much data is consumed.
“High-definition content consumes considerably more data than standard-definition videos. Features such as autoplay, cloud backups, background updates and hotspot connections can also increase data usage without users being fully aware,” he explained.
He added that faster technologies such as 4G and 5G networks improve user experience but can also increase data consumption because they enable richer and higher-quality content.
Ndukwe advised subscribers to monitor device settings, restrict background applications, and adjust video resolution to better manage data usage.
He further maintained that MTN’s billing systems operate under internationally recognised standards and are regularly verified.
“Our billing procedures are periodically audited by the Nigerian Communications Commission and independent assessors to ensure compliance and accuracy,” he said.
On network performance, MTN’s General Manager for Network Services, Asura Mshelia, said service delivery depends on several interconnected components, including base stations, transmission links, switching centres, and internet gateways.
According to him, network congestion, equipment failures, power challenges, and fibre cuts remain major obstacles to seamless service delivery.
“Vandalism continues to pose a major threat to telecommunications infrastructure. We have recorded numerous incidents involving the theft of generators, batteries and solar-powered equipment,” Mshelia said.
He also identified road construction activities, deliberate sabotage, and illegal operations as major causes of fibre cuts that often lead to widespread service disruptions.
Mshelia appealed to the public to help protect telecommunications infrastructure, noting that attacks on network facilities ultimately affect millions of subscribers.
He said the public engagement initiative was designed to promote transparency, address customer concerns, and strengthen trust between telecom operators and consumers.
