MTN Nigeria has dismissed claims of internet data ‘theft’ within its system, linking complaints of rapid data depletion to customers’ online activities and device capabilities and configurations.
The telecoms giant recently addressed issues around rapid data depletion during a session with journalists and content creators in Lagos.
The company’s engineers and technology teams responded to questions and provided clarity on how data is measured and billed across its network.
Speaking at the engagement during the week, Michael Ndukwe, a senior manager for core network implementation at MTN Nigeria, said many subscribers misunderstand how data is consumed, particularly with the increasing adoption of high-speed technologies such as 4G and 5G networks.
‘We usually hear the concern that MTN is stealing my data. I’m here to take you step by step through exactly how your data is used,” he said.
Using a TikTok video as an example, he said data is not consumed when a mobile device merely connects to the network or undergoes authentication checks.
The expert said significant data usage only begins when a user requests online content, such as a video, which is then delivered through the network in ‘packets and reassembled on the device’.
He said the network first confirms that the subscriber is registered, has an active data bundle, and is authorised to access internet services before establishing a session.
‘Data is not taken from you without your action. When you stream, scroll, download or share, you are using data. It’s as simple as that’, Ndukwe said.
Ndukwe said subscribers often conclude that operators are deducting data unfairly because consumption rates on modern networks differ significantly from what users experienced on older technologies such as 2G and 3G.
He explained that faster networks are designed to support richer content and provide a better experience, resulting in greater data usage.
Ndukwe said video resolution is one of the biggest drivers of data consumption.
According to him, a 15-second TikTok video viewed in standard definition may consume between two and three megabytes of data, while the same video watched in high definition could use as much as 15 megabytes.
He said a one-gigabyte bundle could allow a subscriber to watch hundreds of standard-definition videos but far fewer high-definition clips.
The network expert also pointed to auto-play features on social media applications such as TikTok, Facebook Reels and YouTube Shorts.
He said many of these platforms automatically preload content in the background to prevent buffering, meaning users consume data even while casually scrolling through videos.
‘Even before you click a video, they keep changing. Those apps are already downloading content in the background so that there is no buffering’, he said.
Ndukwe further identified hotspot sharing, cloud backups, automatic software updates, and connected devices as additional factors that can increase data consumption.
According to him, many smartphones are configured to synchronise photos, videos, and application data automatically, often during off-peak hours when users are asleep.
He said subscribers who share internet access through hotspots may also experience faster depletion because multiple devices consume data simultaneously.
To illustrate the impact of faster technologies, Ndukwe compared data consumption on 4G and 5G networks to drinking through a wider straw.
‘If you have a cup of water and you’re sipping with a small straw, it will last longer. If you use a bigger straw, you’ll finish it faster. You’ll enjoy it more, but consumption is higher’, he said.
Also speaking at the event, David Ogunshola of MTN’s information technology team, said differences between data usage records displayed on customers’ devices and those recorded by the network are normal.
He said devices typically track only user activities and application-level consumption, while the network records the entire data session, including signalling and other processes required to establish and maintain connectivity.
Ogunshola said discrepancies may also arise from different measurement standards used by device manufacturers and network systems.
According to the IT expert, these differences are usually marginal but become more noticeable as data volumes increase.
He noted that the evolution from basic mobile phones to smartphones, smart televisions, gaming consoles and wearable devices has significantly increased data consumption because modern devices are optimised to deliver higher-quality experiences.
‘The more sophisticated the device, the more it is optimised for quality. If you do not adjust those configurations, the device will always try to give you the best possible experience, and that comes with higher data usage’, Ogunshola said.
Ndukwe said MTN provides tools to help customers monitor and manage consumption, including the MyMTN application, data usage alerts, and data management features that allow subscribers to set limits and restrict background activities.
‘Our promise is that we continue to invest heavily in network quality to give you the best experience and ensure that every megabyte you purchase delivers the experience that you expect’, he said.
He assured customers that the company would continue investing in network infrastructure to improve service quality and ensure transparency in data billing.
