By Prince Osuagwu, Hi-Tech Editor & Juliet Umeh
MTN Nigeria has dismissed persistent claims by subscribers that mobile data disappears without explanation.
The telecom operator attributed most cases of rapid data depletion to smartphone settings, background applications, software updates, video streaming habits and the growing demand for high-definition content on 4G and 5G networks.
Providing technical insights during its newly launched transparency initiative, tagged “Data on Trial,” the telco’s Network Quality Lead, Mike Ndukwe, explained that data consumption occurs whenever customers stream videos, browse websites, download files, share content or use applications that continuously exchange information with internet servers.
He noted that popular applications such as TikTok, YouTube, Instagram and Facebook often preload videos and other content in the background to improve user experience, resulting in significant data usage that many subscribers may not immediately notice.
“Data is not taken from you without your action. When you stream, scroll, download, share content or allow applications to run in the background, data is being consumed,” Ndukwe said.
According to him, investigations into customer complaints indicate that data consumption is largely driven by user activities and the behaviour of modern digital applications rather than arbitrary deductions by network providers.
Also speaking, MTN’s General Manager, Billing and Charging, David Ogunsola, said perceived data loss could result from cloud backups, software updates, synchronisation services, connected devices and differences between device-level and network-level measurement standards.
He added that MTN’s billing systems are regularly audited and subjected to regulatory oversight to ensure accuracy and compliance with established industry standards.
MTN’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said concerns over data depletion have remained among the most recurring complaints from customers, making it necessary for the company to publicly explain how data is measured, consumed and billed.
According to him, trust remains critical to customer relationships and informed the company’s decision to engage directly with subscribers on the issue.
“One of the most valuable currencies any brand can possess is trust. That is why MTN has chosen not to issue a simple defence but to put data on trial and allow Nigerians to scrutinise the facts,” Okigbo said.
