MTN defends data billing at public ‘trial’ following consumer concerns

MTN Nigeria has initiated an unprecedented public examination of its data billing and network operations, aiming to confront persistent consumer concerns over alleged data depletion and to restore customer trust. The "Data on Trial" press conference in Lagos on Saturday provided a platform for Nigerians to independently scrutinize 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," said Tobe Okigbo, MTN's Chief Corporate Services and Sustainability Officer. He explained that the exercise is designed to ascertain whether genuine system issues, customer misunderstandings, or areas requiring enhanced consumer education are at play. Okigbo recalled a similar initiative years ago addressing unauthorized value-added service subscriptions, which involved suspending services, subjecting systems to regulatory scrutiny, and implementing measures that rebuilt consumer confidence.

Mike Ndukwe, MTN’s General Manager for Network Quality, addressed claims of arbitrary data deductions. He elaborated on factors influencing data consumption, such as streaming videos, browsing websites, downloading files, and background application activity. Ndukwe used TikTok as an example, illustrating how high-definition video consumes significantly more data than standard-definition content. He also highlighted how features like autoplay, background updates, cloud backups, and hotspot connections can deplete data without users' explicit notice. He noted that while 4G and 5G technologies offer faster speeds and richer content, they can also lead to increased data usage.

Ndukwe advised customers on managing consumption through adjusting video resolution, limiting background applications, and monitoring device settings. He assured that data usage is measured using globally recognized standards and verified billing systems. He acknowledged that customer devices, network systems, and billing platforms might record usage differently due to capturing distinct stages of data transmission. MTN's billing processes, he stated, undergo periodic audits by the Nigerian Communications Commission and independent assessors, and the charging technologies and standards are consistent with those used in multiple regulated telecom markets globally.

“

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