Follow Us on Google
…Unveils solution
By Chinenye Anuforo
Amid growing public frustration over the rapid depletion of mobile data bundles, MTN Nigeria has sought to address one of the telecommunications sector’s most contentious issues by opening its data billing processes to public scrutiny in a first-of-its-kind initiative tagged “Data on Trial.”
The event, held in Lagos, brought together consumers, media professionals, content creators, technology experts, independent auditors and industry stakeholders in an open examination of how data is measured, consumed and billed across MTN’s network. The initiative comes at a time when complaints about disappearing data bundles have become one of the most persistent grievances among telecom subscribers in Nigeria.
For years, consumers have accused network operators of deducting data unfairly, with many insisting that the same data bundles no longer last as long as they once did. The complaints have fuelled heated debates on social media and prompted repeated demands for greater transparency from telecom providers.
Opening the session, MTN Nigeria Chief Executive Officer, Karl Toriola, acknowledged the concerns and said the company understood the growing anxiety among subscribers.
“We understand the concerns being raised by customers, and we take them seriously. Today’s session is not about asking anyone to simply trust us. We are not asking consumers to accept our explanations without evidence. Instead, we want to provide transparency and allow everyone to examine the facts for themselves,” Toriola said.
According to him, the event was designed to allow consumers to understand the technology behind data consumption, ask difficult questions and hear different perspectives from both industry experts and independent observers.
Toriola noted that data has become the backbone of the modern digital economy, powering businesses, education, financial services, entertainment and communication. However, he stressed that the way data is consumed has changed significantly in recent years due to advancements in technology and the increasing sophistication of digital platforms.
As part of efforts to help subscribers better manage their data, the MTN boss advised customers to pay closer attention to background applications running on their devices.
According to him, services such as cloud backups, automatic software updates, photo synchronization and application updates often consume substantial amounts of data without users being actively aware of it.
Representing Nigerian consumers during the proceedings, financial educator and consumer advocate, Timi Agbaje, articulated the frustrations shared by millions of subscribers across the country.
“Every year, millions of Nigerians purchase data. Many of them believe their data is depleted faster than expected, often without receiving explanations that they can independently verify or fully understand,” he said.
Agbaje argued that despite repeated explanations from network operators, consumers still struggle to independently verify how their data is being consumed.
He identified three major concerns frequently raised by subscribers: why data appears to finish faster today than it did a few years ago, how consumers can independently verify where every megabyte of purchased data goes, and why telecom operators cannot offer truly unlimited high-speed internet services without restrictions such as fair usage policies, throttling and expiry periods.
The technical defence of MTN’s position was led by the company’s Chief Technical Officer, Yahaya Ibrahim, who provided a detailed explanation of how modern mobile networks process internet traffic.
Other News
Using TikTok as an example, Ibrahim explained that every time a user opens an application, multiple background processes occur before content appears on the screen. These include server requests, encrypted connections, content retrieval and automatic content preloading.
According to him, one of the biggest misconceptions among subscribers is the belief that operators are “stealing data.”
“What is actually happening is that today’s digital services consume significantly more data than they did in the past,” he said.
Ibrahim explained that platforms such as TikTok, YouTube, Instagram and Facebook are designed to continuously preload content to provide a seamless user experience. As users scroll through videos, new content is automatically downloaded in advance, consuming data even when users do not consciously save or download content.
He added that messaging platforms such as WhatsApp have evolved far beyond simple text messaging, with photos, videos, voice notes, status updates and group interactions contributing significantly to overall data usage.
Cloud services including Google Photos, Google Drive, iCloud and automatic application updates were also identified as major contributors to background data consumption.
In a move aimed at independently verifying the integrity of its billing systems, MTN engaged KPMG to review its Data Analyzer Portal and validate whether customer usage records correspond with billed data consumption.
Presenting the findings, Collins Onah, representing KPMG, disclosed that the firm’s review examined customer usage records from April 1, 2026, and compared the information displayed on the portal with records generated by MTN’s charging systems.
According to him, the audit found complete alignment between data usage records and customer billing information.
“Our analysis captures perfect alignment with what is on the Data Usage Portal and what is charged to customers,” Onah stated.
He added that KPMG’s review confirmed that the Data Usage Portal accurately reflects customer data consumption and that the corresponding billing is consistent with usage records captured by MTN’s charging infrastructure.
The independent validation formed one of the most significant outcomes of the event, providing MTN with external verification of its billing processes at a time when public skepticism remains high.
While the findings may help address some concerns, industry observers note that the debate over data depletion reflects a broader challenge of digital literacy, changing technology habits and increasing demand for data-intensive services.
For many subscribers, however, the fundamental question remains unchanged: why does data appear to disappear so quickly?
MTN believes the answer lies in the changing nature of digital consumption. Whether Nigerian consumers are fully convinced may become clearer in the months ahead as the company continues its push for greater transparency and customer education.
