MTN Nigeria has clarified that the airtime compensation being credited to eligible subscribers is linked to poor network quality and is not compensation for complaints about rapidly depleted data bundles.
The clarification comes as Nigerian telecom users continue to raise concerns about how quickly their data is consumed, with some subscribers questioning whether network operators are accurately accounting for their usage.
Under the Nigerian Communications Commission’s (NCC) compensation framework, mobile network operators are required to compensate customers affected by prolonged or repeated poor-quality service in locations where they fail to meet prescribed quality-of-service standards. (NCC)
The compensation is automatically provided as airtime credits to qualifying subscribers. The credits can be used for calls, data subscriptions, USSD services and other eligible services on the operator’s network. (NCC)
Compensation is for poor service quality
MTN’s clarification means subscribers should not interpret the airtime credits as a refund for data that they believe disappeared unexpectedly.
The NCC framework covers service failures affecting voice, data and SMS services. Eligibility is determined using factors including the subscriber’s billed usage during the affected period, the operator’s network performance in the affected location and whether the customer carried out at least one billed outgoing activity. (NCC)
The compensation amount is calculated by the regulator rather than being determined by individual customers or the network operator.
Subscribers who qualify do not need to apply for the compensation. Operators are expected to identify affected customers and credit their accounts automatically after the NCC confirms that the relevant service-quality requirements were not met. (NCC)
Data depletion complaints continue
The clarification comes against the backdrop of persistent complaints from telecom users about data being exhausted faster than expected.
The NCC has advised consumers to monitor their data usage and request their usage history from their network provider whenever they notice discrepancies. If the matter is not satisfactorily resolved, subscribers can escalate the complaint to the regulator. (NCC)
MTN has also previously explained that activities such as video streaming, automatic downloads, cloud backups, app updates, background synchronisation and hotspot connections can consume significant amounts of data.
The company says higher-quality content on 4G and 5G networks can also increase data consumption. (MTN Nigeria)
MTN opens data usage to scrutiny
In June, MTN organised a public event known as “Data on Trial” to address concerns about how data is measured, consumed and charged.
The company said the initiative was designed to allow customers, regulators, independent auditors and other stakeholders to examine the processes involved in data consumption and billing.
During the event, MTN Nigeria Chief Executive Officer Karl Toriola said:
“MTN will never deliberately shortchange you on your data consumption.”
The company said the exercise was part of its efforts to improve transparency and rebuild consumer confidence around data usage. (MTN Events)
MTN has also provided customers with tools to monitor their consumption, including usage information through the MyMTN NG app.
What subscribers should do
Subscribers who believe their data has been deducted incorrectly can first request their usage history from MTN and compare the recorded consumption with their activities.
The NCC says customers should initially contact their service provider and obtain a complaint or ticket reference. If the issue remains unresolved, they can escalate it to the regulator. (NCC Consumer Portal)
The distinction between the two issues is therefore important: airtime compensation is intended to address qualifying poor network service, while disputed data depletion must be investigated through the operator’s data-usage and complaint-resolution process.
As complaints about connectivity and data costs continue, greater transparency around both network quality and data consumption remains important for maintaining consumer confidence in Nigeria’s telecommunications sector.
