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 allow customers to better understand how data usage is measured and charged.
According to him, the initiative seeks to determine whether complaints stem from actual technical issues, consumer misunderstandings or a 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 about unauthorised value-added service subscriptions.
The company, he said, responded by suspending affected services, opening its systems to regulatory review and implementing reforms that helped restore public confidence.
Okigbo stressed that trust remains a critical component of 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 enable consumers and stakeholders across the country to participate and raise questions.
Also speaking, MTN’s General Manager for Network Quality, Mike Ndukwe, rejected allegations that telecom operators arbitrarily deduct customers’ data.
Ndukwe explained that data is consumed through activities such as video streaming, web browsing, file downloads and background application processes.
Using social media platform TikTok as an example, he said video quality settings significantly influence the volume of data 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 may also lead to higher data consumption because they support richer and higher-quality content.
Ndukwe advised subscribers to monitor their device settings, restrict background applications and adjust video resolutions to better manage data usage.
He further maintained that MTN’s billing systems operate using internationally recognised standards and undergo regular verification processes.
“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 significant 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 result in widespread service disruptions.
Mshelia appealed to members of the public to help safeguard telecommunications facilities, noting that attacks on network infrastructure ultimately affect millions of subscribers.
He said the public engagement initiative was intended to promote transparency, address customer concerns and strengthen trust between telecom operators and consumers.
