_1137.png)
Breaking News
Share …MTN tops Nigeria’s data depletion complaints with 12,212 cases Nigeria’s mobile network operators received 413,587 complaints from subscribers in the first six months of 2026, highlighting persistent problems around network quality, billing, data depletion and failed transactions despite efforts by operators to improve customer service. Data from the Nigerian Communications Commission (NCC) showed that Airtel accounted for the largest share of complaints at 228,992, followed by MTN with 124,405, Globacom with 56,810 and T2mobile, formerly 9mobile, with 3,885. The scale of complaints provides a fresh measure of the gap between Nigeria’s rapid expansion in mobile connectivity and the experience of consumers using the networks. While 98.38 percent, or 406,938, of the complaints were recorded as resolved, the volume of complaints points to the continuing pressure on operators as subscribers demand more reliable service and greater transparency over charges. Data depletion was one of the issues attracting particular attention. MTN recorded 12,212 complaints relating to data depletion between January and June, the highest among the four major operators. Airtel followed with 9,806, while Globacom recorded 1,373 and T2mobile five. Read also: How telecom infrastructure built Africa’s billionaire fortunes That means the three largest operators by subscriber base received 23,391 data depletion complaints during the period. The complaints come at a time when mobile internet has become more expensive for Nigerian consumers following the telecom tariff increases approved by the NCC. For subscribers, the concern is no longer simply whether they can afford to buy data, but how long the bundle will last once purchased. MTN, which crossed 100 million subscribers in July, has faced significant consumer scrutiny over data usage. The operator has rejected allegations that it arbitrarily deducts customers’ data and has pointed to changes in the way modern smartphones and applications consume internet capacity. At its Data on Trial event, MTN highlighted high-definition video, automatic video playback, software updates, cloud backups, social media activity and background synchronisation as some of the activities that can rapidly consume data. The company has also introduced tools including daily usage reports and a data calculator to give customers greater visibility into their consumption. The NCC and operators have similarly attributed unexpected depletion to factors including device settings, applications, malware and background processes rather than arbitrary deductions by networks. But the technical explanation has not completely resolved the consumer dispute. The underlying problem is increasingly one of trust. Read also: Nigeria’s data boom drives fresh wave of telecom infrastructure investment A subscriber who experiences slow internet, fluctuating network signals or dropped connections may find it difficult to reconcile a rapidly falling data balance with what appears to be poor network performance. That perception becomes more pronounced when the cost of staying connected rises. Nigeria’s telecom users are now paying more for connectivity following the approved tariff adjustment, making every gigabyte more valuable to households, students, businesses and other heavy data users. The result is a growing tension between how operators measure data consumption and how consumers experience it. The NCC’s wider complaint figures show that data depletion is only one part of the problem. Quality of service covering voice and data, billing, failed payment transactions, top-up problems, number portability, value-added services and SIM-related issues also generated significant complaints during the six-month period. Airtel had the highest resolution rate among the two largest operators, resolving 99.38 percent of its complaints, while MTN resolved 96.57 percent. Globacom recorded a 99.04 percent resolution rate, while T2mobile recorded 88.57 percent. The NCC said the complaints were handled under the Quality of Service Business Rules 2024 and the Consumer Code of Practice Regulations 2024, which establish standards and timelines for resolving consumer complaints. According to the regulator, publishing the data provides insight into complaint trends, service-quality problems, compliance with regulatory obligations and the responsiveness of service providers. Read also: Faster networks, lower satisfaction: Nigeria’s telecom paradox deepens But the numbers also reveal an important shift in Nigeria’s telecom market. With mobile penetration expanding and data becoming central to banking, commerce, education, entertainment and work, consumers are becoming more sensitive to the quality and value of the service they receive. MTN’s 12,212 data depletion complaints therefore represent more than a dispute over disappearing megabytes. They reflect a broader challenge for an industry that must convince consumers that higher connectivity costs are producing measurable value. As of July, MTN had 100.9 million subscribers, Airtel 66.76 million, Globacom 23.63 million and T2mobile 3.61 million. The complaint figures suggest that Nigeria’s next telecom challenge may not simply be getting more people online. It will be ensuring that those already online trust the networks enough to keep paying for the service.
Related News Money market funds rise to N6.49trn as top yields cross 21% Nigeria Infrastructure Debt Fund targets N45bn in fresh capital AFCON 2027: CAF appoints Ethiopian referees for Nigeria vs. Guinea-Bissau showdown Royal Ibeh Royal Ibeh is a senior journalist with years of experience reporting on Nigeria’s technology and health sectors. She currently covers the Technology and Health beats for BusinessDay newspaper, where she writes in-depth stories on digital innovation, telecom infrastructure, healthcare systems, and public health policies. Share
You Might Also Like Bosun Tijani at three: Fibre delays, poor networks and an unfinished digital agenda How telecom infrastructure built Africa’s billionaire fortunes Terra enters Nigeria mining security market with promethean surveillance deal
