Consumers, experts fault MTN over ‘no unlimited data’ claim

Consumers and experts have faulted a telecommunications firm, MTN over its claims that unlimited data does not exist anywhere in the world even as the telecommunication company denied short changing its subscribers through quick data depletion. Daily Trust had reported that there has been a surge of complaints from consumers over data depletion, raising concerns […]

Consumers and experts have faulted a telecommunications firm, MTN over its claims that unlimited data does not exist anywhere in the world even as the telecommunication company denied short changing its subscribers through quick data depletion.

Daily Trust had reported that there has been a surge of complaints from consumers over data depletion, raising concerns over increased spending on data.

In a fresh twist, the MTN Nigeria’s Chief Executive Officer, Karl Toriola, made a series of remarks that critics say amounted to a public admission dressed up as a defence.

Speaking during a #DataonTrial gathering convened by the firm, Toriola sought to draw a distinction between what his company promises and what subscribers believe they are entitled to.

“We don’t guarantee you uninterrupted quality of service, and I am not sure any telecom operator in the world does,” he said.

He declared that there is no unlimited data anywhere in the world, saying, “The issue of unlimited data on mobile network, it does not exist anywhere in the world, except you are paying $400 dollar a month or whatever.

“There are high bundles and fair usage policies. On mobile networks, it does not really exist. There is a limit, because you can never build enough capacity for everyone to be on an unlimited bundle and you think you will provide quality service that will be decent,” he said.

The MTN boss insisted the company’s billing integrity was sound, pointing to oversight by global audit firm KPMG and review by the Nigerian Communications Commission (NCC).

“Is our billing constructed to short-charge you? No — it is what you consume and we bill you for,” he said.

Toriola acknowledged, however, that even internal staff sometimes struggled to navigate the company’s billing architecture.

“A lot of things happen — even MTN staff get lost in it — but you don’t ever cheat,” he said.

He expressed optimism that Nigeria’s expanding fibre infrastructure would eventually resolve the disputes.

“As Nigeria prospers and gets more fibre, this issue will die away,” he said.

Omoyele Sowore, an activist framed the CEO’s position as a straightforward falsehood.

“The issue of unlimited data on mobile networks is that it doesn’t exist anywhere in the world unless you’re paying a fortune,” he wrote on his ‘X’.

Sowore argued that millions of consumers in other countries enjoy genuinely unlimited or effectively unlimited broadband and mobile data plans — often at prices cheaper, relative to income, than what Nigerians pay for inferior service.

“Nigerians deserve affordable, reliable, and genuinely consumer-friendly telecommunications services, not endless tariff hikes, poor network quality, and excuses,” he wrote.

He threatened a nationwide OccupyMTN protest.

The sentiment was echoed widely online.

A consumer, Richard Nnorom echoed the same sentiment, describing the depletion of data by telecommunication firms as wrong practices.

“It’s because it’s been largely unregulated and the government gave them the liberty to swindle its citizens. Unlimited data shouldn’t be capped. You can vary download and upload speed but not cap limit,” he said.

Another consumer, Ezechikelu, accused the telecom firm of defending claims like politicians.

“Both political and business leaders in Nigeria often speak with a certain level of unwarranted pride. Not their fault,” he wrote on X.

 

 

 

“I pay $84 a month for unlimited WIFI at home and $32 for unlimited calls/text and 20gb mobile data in Canada. So MTN is lying because they are happy to milk Nigerians,” said Olu Jastro.

 

 

 

In an interview with Daily Trust, Shina Bilesanmi, the National President, Association of Telephone, Cable TV & Internet Subscribers of Nigeria (ATCIS) advocated for better service delivery for telecom subscribers.

 

 

 

Reacting to the MTN CEO’s claim, Bilesanmi blamed it on a weak regulatory body, accusing the Nigerian Communications Commission (NCC) of abandoning its mandate to consumers in favour of revenue collection.

 

 

 

“The regulators are supposed to defend us, protect us. They have failed. NCC is no more NCC. They promised Nigerians they were going to give them compensation. Did they? No.”

 

 

 

He also challenged MTN’s claim that it had invested approximately one trillion naira in infrastructure upgrades.

 

 

 

“If it is true, if it is not true, we can see. But the only area I can fault is that they are not engaging us,” he said.

 

 

 

He stressed that the operator’s greatest strategic error was not its billing practices, but its failure to bring consumer advocacy groups into its confidence.