MTN Nigeria Promotes Transparency in Data Billing Amid Consumer Concerns
MTN Nigeria is taking significant steps to enhance transparency around its data billing and network operations in response to ongoing consumer frustrations regarding data depletion. This initiative aims to allow Nigerians to scrutinize how their data is consumed and billed, thereby fostering rebuilding of trust between the telecoms provider and its customers.
During a press conference titled “Data on Trial” held in Lagos, MTN’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, outlined the initiative’s objectives. He emphasized the importance of enabling consumers to independently investigate their data usage and billing practices on the network.
Okigbo explained that this initiative seeks to determine the existence of any systemic issues, customer misconceptions, or areas where improved consumer education could be beneficial. Reflecting on a previous engagement with customers regarding concerns over fraudulent value-added service applications and unauthorized deductions, he shared that MTN had previously implemented corrective measures that included shutting down problematic services and allowing regulatory scrutiny of its systems.
He expressed the company’s desire for open dialogue, stating, “We want Nigerians to tell us what the problems are, ask questions, help us identify the problems and collectively find solutions.” Reinforcing the need for trust in the telecommunications sector, he mentioned that customers are more likely to engage with digital services when they have a clear understanding of how tariffs are applied.
To further enhance engagement, the public forums will be livestreamed, enabling consumers and stakeholders nationwide to participate and raise questions. MTN’s General Manager of Network Quality, Mike Ndukwe, countered claims that the company was unjustly withholding customer data, explaining that data usage begins when users stream videos, browse the web, download files, or run applications in the background.
Using TikTok as an example, Ndukwe pointed out that video quality significantly influences data consumption. He noted that high-definition content can consume substantially more data compared to standard definition. Additionally, he highlighted how features such as autoplay, background updates, and cloud backups often lead to unexpected data usage.
While 4G and 5G technologies provide enhanced speeds and improved experiences, he cautioned that richer content can also result in increased data consumption. Ndukwe encouraged customers to actively manage their data usage by adjusting video quality settings, limiting background applications, and monitoring their device settings. He emphasized that MTN employs globally recognized standards and a validated billing system to measure data usage accurately.
Ndukwe acknowledged that discrepancies may occur in the recorded data usage due to the varying methods employed by customer devices, network systems, and billing platforms to capture different stages of data transmission. He reassured participants that MTN’s billing processes are routinely audited by the Nigerian Communications Commission and independent review agencies, affirming the integrity of their data charging systems.
Network Quality and Customer Experience Challenges
Addressing network performance, Asura Mshelia, General Manager of Network Services, shared that the quality of service relies on various interconnected systems. He explained that customer traffic travels through base stations, transmission links, switching centers, and internet gateways before reaching its final destination. Factors such as network congestion, power outages, equipment failures, and fiber cuts can undermine service quality.
Musheria also identified vandalism as a significant hurdle, noting that MTN has faced numerous attacks on its communications infrastructure, including the theft of generators and solar power equipment. Furthermore, he highlighted that disruptions from fiber optic cuts resulting from road construction, sabotage, or illicit activities have frequently interrupted service to subscribers.
Musheria urged Nigerians to take an active role in protecting communications infrastructure, as attacks on network facilities lead to extensive service interruptions and inconvenience for users. He reiterated that MTN’s commitment to transparency aims to address consumer concerns while bolstering trust between the carrier and its subscribers.
