Senior executives of MTN Nigeria addressed consumer complaints about network disruptions, high costs, and data disappearance during a stakeholder forum titled "Data on Trial" in Lagos. The company pledged N1 trillion for network upgrades in 2026 but stated that no operator can guarantee 100% network quality.
Investment and Service Realities
Chief Executive Officer Karl Toriola disclosed that MTN spent N900 billion on network expansion in 2025 and plans to invest N1 trillion in 2026. He emphasized that environmental challenges, including vandalism, theft, and multiple regulations, make perfect service impossible.
Data Usage Transparency
Chief Customer Relations Officer Ugonwa Nwoye announced a forthcoming "self-service data usage portal" on the MTN app, designed to help users track background data consumption across devices and routers. The tool aims to address complaints about data bundles expiring prematurely.
Toriola illustrated how high-speed networks accelerate data usage, comparing basic connections to a small car and 5G to a V8 engine. Both cover the same distance, but the V8 consumes more fuel. Similarly, 4G and 5G networks prompt apps to stream at higher resolutions, increasing data consumption.
Infrastructure Challenges
Chief Technical Officer Yayaha Ibrahim apologized for poor user experiences, noting that many disruptions stem from local infrastructure damages, such as hub site failures affecting broad areas. He stressed the need for continuous upgrades to radio and transmission systems.
Toriola recalled an incident in Lagos where service was lost after a fire in a telecom manhole. He urged community policing of infrastructure, as road construction often severs fiber optic cables, disconnecting thousands of subscribers.
Economic Necessity
Toriola defended recent tariff increases, revealing that MTN faced insolvency before pricing adjustments, struggling to cover operational costs for diesel, site rentals, and software licenses. Despite increases, Nigeria's data tariffs remain among the cheapest globally. While unlimited mobile data is not feasible due to spectrum limits, MTN plans to expand its FiberX fixed broadband to offer true unlimited options.
