For many Nigerians, few issues generate as much frustration as the feeling that mobile data disappears too quickly. From complaints on social media to discussions on radio programmes, subscribers have repeatedly questioned whether telecommunications operators are accurately charging for data usage.

In response to those concerns, MTN Nigeria staged “Data on Trial,” a courtroom-style public engagement event designed to subject its data billing systems and processes to scrutiny by consumers, regulators, industry experts and other stakeholders.

The session featured prominent voices including Pamilerin Adegoke, lawyer Timi Agbaje and BusinessDay’s Head of Tech, Royal Ibeh, who represented consumers and challenged MTN executives and technical team leads on issues surrounding data consumption and billing practices.

Serving as an independent assessor, KPMG said it had audited MTN’s billing systems and found no evidence of excessive or unfair charges, concluding that the operator’s billing practices were consistent with industry standards. MTN officials noted that the audit formed part of a billing integrity assessment conducted in 2024, a regulatory requirement carried out every two years.

According to MTN’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, the initiative was aimed at determining whether customer complaints stem from genuine system issues, misunderstandings about how data is consumed, or gaps in consumer awareness.

“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.

Building Trust Through Transparency

The telecommunications giant says the initiative is part of a broader effort to strengthen customer confidence at a time when mobile data has become an essential part of everyday life.

From banking and education to entertainment and business transactions, millions of Nigerians rely on internet connectivity daily. As a result, concerns about data depletion often generate strong public reactions.

Okigbo recalled that MTN faced a similar challenge years ago when subscribers complained about unauthorised subscriptions to value-added services and unexplained deductions from their airtime balances.

According to him, the company responded by suspending affected services, opening its systems to regulatory review and implementing reforms that eventually restored public confidence.

The company now hopes a similar approach can address long-standing questions surrounding data usage.

Unlike previous engagements, the upcoming session will be streamed live, allowing consumers across the country to participate, raise concerns and seek clarification directly from technical experts.

Why Data Appears to Disappear Quickly

One of the major themes of the briefing focused on consumer understanding of data consumption patterns.

MTN’s General Manager for Network Quality, Mike Ndukwe, rejected suggestions that operators arbitrarily deduct customers’ data.

Instead, he argued that changing user behaviour and advances in technology have significantly increased data consumption.

According to him, many subscribers underestimate the amount of data consumed by activities such as video streaming, automatic updates, cloud backups and background applications.

Using TikTok as an example, Ndukwe explained that watching videos in high-definition format can consume several times more data than standard-definition viewing.

He also pointed to autoplay functions, social media feeds, software updates and hotspot sharing as hidden contributors to data usage.

“The reality is that many applications continue consuming data even when users are not actively interacting with them,” he explained.

The transition from 3G networks to faster 4G and 5G services has also changed consumption patterns. While improved network speeds deliver better user experiences, they also encourage higher-quality content consumption, resulting in increased data usage.

Understanding the Billing Process

MTN insists that its billing systems operate according to internationally recognised standards used across major telecommunications markets.

Ndukwe explained that differences between data usage figures displayed on customer devices and those recorded by network systems often arise because both platforms measure different stages of data transmission.

He said MTN’s billing infrastructure is regularly audited by the Nigerian Communications Commission (NCC) and independent assessors to ensure compliance and accuracy.

According to him, the same charging technologies used by MTN Nigeria are deployed across multiple countries and are subject to strict regulatory oversight.

Beyond Data: The Infrastructure Challenge

While customer concerns often focus on billing, MTN says another major challenge lies behind the scenes.

The company’s General Manager for Network Services, Asura Mshelia, highlighted the growing threat posed by vandalism and infrastructure sabotage.

According to him, network performance depends on a complex chain of interconnected systems, including base stations, transmission links, switching centres and internet gateways.

Any disruption along that chain can affect service delivery.

Mshelia revealed that MTN records hundreds of attacks on telecommunications infrastructure annually, including the theft of generators, batteries and solar equipment used to power network sites.

He also cited frequent fibre cuts caused by road construction projects, accidental damage and deliberate sabotage.

Such incidents, he said, often affect thousands of subscribers simultaneously and contribute to service disruptions across large areas.

A Test of Public Confidence

The planned “Data on Trial” initiative comes at a time when consumer expectations of telecommunications operators continue to rise.

As digital services become increasingly central to economic and social life, transparency around billing, service quality and customer experience is likely to remain under intense scrutiny.

For MTN, the exercise represents an opportunity not only to explain how its systems work but also to confront lingering doubts about data consumption and billing practices.

Whether the initiative ultimately changes public perception remains to be seen. What is certain, however, is that one of the most contentious issues in Nigeria’s telecommunications sector is now set for a public examination.