MTN to launch data monitoring portal amid persistent depletion complaints
MTN Nigeria has announced plans to launch a data usage transparency portal before the end of June as part of efforts to address subscribers’ concerns over data depletion and improve understanding of how data is consumed.
The disclosure was made on Saturday in Lagos by the company’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, during MTN’s “Data on Trial” event.
According to Okigbo, the portal will be integrated into MTN’s self-service channels and mobile application, allowing customers to track and better understand their data usage patterns.
“The portal will be ready before the end of the month,” he said.
“We want to test it with people like you to make sure that we’re presenting information that does not confuse but helps customers. I think it will be very useful, particularly for router users.”
The initiative comes amid recurring complaints from subscribers who have questioned how quickly their data bundles are exhausted.
Okigbo said MTN would also open its data billing and network operations to public scrutiny in a bid to address persistent concerns over alleged data depletion and strengthen customer confidence.
He said the exercise would allow Nigerians to independently assess how data is consumed and billed on the network.
Drawing parallels with past consumer concerns, Okigbo recalled that MTN had previously subjected its systems to regulatory scrutiny following complaints about unauthorised value-added service subscriptions and deductions.
According to him, the company suspended the affected services and implemented corrective measures that eventually restored customer trust.
“We want Nigerians to tell us what is wrong, ask questions and help us identify issues so that we can collectively find solutions,” he said.
Okigbo noted that trust remains critical in the telecommunications industry, adding that customers are more likely to embrace digital services when they understand how charges are applied.
He added that the planned public engagement would be streamed live, enabling consumers and stakeholders across the country to participate and ask questions.
Also speaking at the event, MTN’s General Manager for Network Quality, Mike Ndukwe, dismissed claims that telecom operators arbitrarily deduct customers’ data.
Ndukwe explained that data consumption begins whenever users stream videos, browse websites, download files or run applications in the background.
He advised subscribers to manage their usage by adjusting video resolution settings, limiting background applications and monitoring data-consuming activities on their devices.
According to him, data consumption is measured using globally recognised standards and verified billing systems. He added that MTN’s billing processes are regularly audited by the Nigerian Communications Commission (NCC) and independent assessors.
Ndukwe further stated that the charging technologies and standards deployed by MTN are used across several countries and regulated telecommunications markets.
On network performance, MTN’s General Manager for Network Services, Asura Mshelia, said service quality depends on multiple interconnected systems.
He explained that customer traffic passes through base stations, transmission links, switching centres and internet gateways before reaching online destinations.
Mshelia identified network congestion, power outages, equipment failures and fibre cuts as major factors affecting service delivery.
He described vandalism as a significant challenge, noting that MTN has recorded hundreds of attacks on telecommunications infrastructure, including the theft of generators, batteries and solar equipment.
The network services executive added that fibre cuts caused by road construction activities, sabotage and other illegal acts frequently disrupt services and affect large numbers of subscribers.
Mshelia urged Nigerians to help protect telecommunications infrastructure, warning that attacks on network facilities often result in widespread service disruptions.
Nigeria’s Mobile Data Among World’s Cheapest, Says MTN CEO
Speaking at the event, MTN Nigeria Chief Executive Officer, Karl Toriola, said mobile data in Nigeria remains among the cheapest globally.
“Influencers and critics should look at the price at which we sell data bundles. Compare it with Kenya, Congo and other countries around the world, and you will find that data in Nigeria is one of the four cheapest globally. Ghana is also very cheap, I acknowledge that,” he said.
Toriola also defended telecom operators against allegations of unexplained data depletion, revealing that even senior telecommunications executives sometimes experience unexpected data consumption caused by automated device settings.
He disclosed that MTN invested N900 billion in network expansion in 2025 and plans to spend N1 trillion on infrastructure development in 2026.
According to him, no network operator can guarantee uninterrupted service, particularly in Nigeria, where operators contend with infrastructure vandalism, theft, regulatory challenges and other environmental constraints.
Toriola called on Nigerians to support efforts to safeguard telecommunications infrastructure, noting that road construction activities by third parties frequently damage critical fibre optic cables and disconnect thousands of subscribers from the network.
