MTN Nigeria has unveiled practical measures to help subscribers better manage their data usage while reaffirming its commitment to transparency and improved service delivery.
The telecom operator made the disclosures during a public engagement session tagged “Data on Trial” held at its Ikoyi headquarters in Lagos. The event brought together customers, content creators, influencers, legal practitioners, regulators, media professionals and industry stakeholders to discuss persistent concerns around data consumption and billing.
Speaking at the event, Karl Toriola, MTN Nigeria Chief Executive Officer, assured subscribers that the company remains committed to delivering value and maintaining the trust of Nigerians.
He noted that data has become central to modern economic activity and explained that evolving smartphone technologies and digital applications have significantly increased data consumption patterns.
According to Toriola, the initiative was designed to promote greater understanding of how data is used and billed, while encouraging open conversations between customers and the telecom operator.
He explained that features such as automatic cloud backups, software updates and high-resolution streaming can consume substantial amounts of data, often without users being aware.
“Many customers do not realise how much data background applications consume. Managing settings such as auto-updates and cloud backups can help reduce unnecessary data usage,” he said.
Toriola added that despite Nigeria having some of the most affordable data rates globally, operators continue to invest heavily in network infrastructure. He disclosed that MTN spent more than N900 billion on network maintenance last year and plans to invest over N1 trillion this year to improve service quality.
During the session, legal practitioner Timi Agbaje, who led a mock prosecution panel, voiced consumers’ concerns, arguing that many Nigerians spend significant amounts on data without fully understanding how it is consumed.
He called for greater transparency, accountability and improved value for money.
Responding, MTN officials maintained that data consumption occurs only when customers engage in online activities or when applications use data in the background.
Technology expert Blessing Banro demonstrated how smartphone settings, device specifications and user behaviour influence data consumption. She noted that modern smartphones support numerous internet-enabled functions that can significantly increase data usage.
“Today’s consumers live online and use their devices for multiple activities simultaneously. Understanding device settings is essential for managing data effectively,” she said.
MTN engineer Mohammed Kabir Aliyu advised subscribers to establish data usage benchmarks and monitor their consumption regularly. He noted that newer smartphones typically feature higher screen resolutions and advanced functionalities that require more data.
According to him, setting data limits and understanding device capabilities can help users avoid unexpected depletion.
Tobe Okigbo, MTN’s Chief Corporate Services and Sustainability Officer, said the “Data on Trial” initiative was created to allow Nigerians independently examine how data is consumed and billed on the network.
He said the exercise would help determine whether concerns stem from genuine system issues, customer misconceptions or gaps in consumer 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 recalled that MTN adopted a similar approach years ago when customers raised concerns over unauthorised value-added service subscriptions. According to him, the company responded by suspending affected services, subjecting its systems to regulatory reviews and implementing reforms that restored customer confidence.
Also speaking, Mike Ndukwe, MTN General Manager, Network Quality, dismissed claims that telecom operators arbitrarily deduct subscribers’ data.
He explained that activities such as video streaming, website browsing, file downloads, hotspot sharing, autoplay features, background app updates and cloud backups account for much of the data consumed by users.
Using TikTok as an example, Ndukwe noted that high-definition video streaming consumes significantly more data than standard-definition content.
He advised customers to reduce video quality settings, limit background processes and regularly review their device configurations to better manage data usage.
Ndukwe further explained that data usage is measured using globally recognised standards and verified billing systems. He noted that customer devices, network systems and billing platforms may record usage differently because they track different stages of data transmission.
According to him, MTN’s billing systems undergo periodic audits by the Nigerian Communications Commission (NCC) and independent assessors.
On network performance, Asura Mshelia, General Manager, Network Services, highlighted the complexity of telecom operations, noting that service quality depends on several interconnected systems.
He said factors such as network congestion, power outages, equipment failures and fibre cuts can affect service delivery.
Mshelia identified vandalism as one of the industry’s biggest challenges, revealing that MTN records hundreds of attacks on telecom infrastructure annually, including the theft of generators, batteries and solar equipment.
He also cited road construction activities, sabotage and illegal excavations as major causes of fibre cuts that disrupt services for thousands of subscribers.
The MTN executive urged Nigerians to help protect telecommunications infrastructure, stressing that damage to network facilities often results in widespread service disruptions and reduced quality of service.
The engagement forms part of MTN’s broader efforts to improve transparency, strengthen customer confidence and educate subscribers on how to maximise the value of their data subscriptions.
