Get Guardian on GoogleTelecommunications giant MTN Nigeria has taken its data education campaign to Kubwa Market in the Federal Capital Territory (FCT), engaging traders and other subscribers on factors responsible for data consumption and addressing persistent complaints over rapid data depletion and poor network services.
The outreach, which featured interactive sessions between MTN representatives and customers, was aimed at correcting misconceptions about data usage, explaining how mobile applications and device settings affect consumption, and helping subscribers make informed decisions when purchasing data bundles.
Speaking during the engagement, Joseph Ogbuka of MTN’s Marketing Division said the company recognised widespread dissatisfaction among Nigerians over data consumption and was committed to addressing customers’ concerns through increased public education.
Ogbuka explained that data consumption was influenced by several factors, including applications running on mobile devices, background activities, streaming quality and the specifications of the devices being used.
He maintained that MTN did not deliberately deplete customers’ data, adding that the campaign was designed to encourage subscribers to understand how their data was being consumed.
“We recognise the fact that Nigerians are bitter about data consumption. We are also concerned because we know that there are several factors that contribute to data usage,” he said.
According to him, the company is taking the campaign across the country to improve public understanding of data consumption and provide customers with practical information on managing their subscriptions.
He also distinguished between deliberate service interruptions and network challenges, explaining that poor connectivity in certain locations could result from network capacity limitations or coverage gaps.
“Your experience of a network challenge does not mean that we deliberately turned off your data. There may be areas where network capacity is inadequate or where there are dead spots. We will continue to improve our network and build capacity,” Oputa said.
He added that MTN was interested in improving customers’ experiences and encouraged subscribers experiencing difficulties to report them through the company’s customer service channels for investigation.
Also speaking, a customer relations frontline staff member, Joshua Gonsis, identified video streaming, particularly on social media platforms, as one of the major contributors to subscribers’ data consumption.
He explained that watching videos in high definition (HD) could consume significant amounts of data, especially when users streamed content for extended periods.
Gonsis advised customers to review their device settings and streaming preferences, noting that applications running in the background could also contribute to data usage even when subscribers were not actively using their phones.
He further encouraged subscribers to use MTN’s digital platforms, including the MyMTN app, website, eShop and Ziggy chatbot, to obtain information about available data bundles and identify packages suitable for their devices.
According to him, MTN offers different data packages for regular mobile phones and broadband devices, including routers, and customers need to select subscriptions that correspond with their intended usage.
The engagement also provided an opportunity for subscribers to raise specific complaints, with MTN representatives attending to some of the concerns and examining customers’ usage records.
One of the participants, Mrs Theresa Ogorodj, a clothing trader at Kubwa Market, appealed to MTN to review restrictions on data sharing, particularly for customers who purchase large bundles to support family members.
Ogorodj, who said she had used MTN since 2004, explained that she regularly purchased monthly data subscriptions to share with her children and relatives who could not afford to buy data independently.
She, however, expressed dissatisfaction that some bundles did not permit data sharing, while others imposed restrictions on the volume subscribers could transfer.
According to her, she had previously purchased a 25GB bundle for N9,000 before upgrading to a 65GB package for N16,000, expecting to enjoy greater flexibility in sharing data with family members.
She urged the telecommunications company to provide subscribers with more opportunities to share their purchased data, particularly with dependants who require internet access for educational activities.
Responding to concerns about data purchases that were paid for but not credited to subscribers’ accounts, Gonsis explained that transactions initiated through banks could sometimes be debited without the corresponding data being credited to the customer’s line.
He advised affected subscribers to contact their banks to investigate such transactions and request refunds or chargebacks where necessary.
The MTN representative also explained that some promotional and special data packages came with restrictions, including limitations on data sharing, depending on their terms and conditions.
Another participant, Precious Kpombe Emmanuel, complained about poor network reception in parts of her residence, particularly in her room, despite having an MTN 4G router.
In response, MTN representatives requested her router details and location information to enable further investigation, assuring her that reported network challenges would be examined.
The team also demonstrated how subscribers could check their data usage records, identifying applications responsible for consuming their internet bundles.
During one of the demonstrations, a customer’s usage report showed YouTube as the largest contributor to data consumption, followed by TikTok, X, app store activities, WhatsApp, Facebook and Instagram.
The demonstration was intended to show customers that their data usage could be traced through application activities rather than assuming that unexplained depletion was necessarily caused by the network provider.
Some participants also sought clarification on automatic data renewal, particularly where airtime was deducted for recurring subscriptions.
MTN representatives explained that customers were given the option to select one-time subscriptions or automatic renewal when purchasing certain bundles. They offered to assist subscribers who wished to cancel unwanted automatic renewals.
The outreach featured an interactive question-and-answer session, during which participants received responses to their complaints, while some customers who asked questions were rewarded with gifts.
Oputa said the company hoped the engagement would improve public understanding of data consumption and encourage subscribers to take practical steps towards managing their internet usage.
He, however, acknowledged that network challenges could occur, stressing that the company remained committed to addressing reported service gaps and improving connectivity.
The Kubwa Market engagement forms part of MTN’s broader effort to take data education beyond digital platforms and directly engage subscribers in communities across Nigeria.
