MTN Defends Network Challenges, Commits N1trn to Infrastructure Expansion
Telecommunications giant has pledged to invest N1 trillion in network expansion and upgrades in 2026 as it seeks to address persistent customer complaints over poor service quality and alleged unexplained data depletion.
The commitment was made at the company’s “Data on Trial” stakeholder forum held in Lagos on Saturday, where senior executives faced subscribers and journalists in an unusual courtroom themed engagement designed to address concerns surrounding network performance and data usage transparency.
Led by Chief Executive Officer, , Chief Technical Officer, , and Chief Customer Relations Officer, , the company acknowledged service shortcomings but maintained that no telecommunications operator anywhere in the world can realistically guarantee 100 per cent network availability.
Speaking during the session, Ibrahim apologised to customers who have experienced service disruptions and stressed that maintaining quality service requires continuous investment in both radio and transmission infrastructure as demand for data continues to grow.
According to him, MTN relies on sophisticated quality monitoring systems to identify network failures, but many disruptions arise from external factors including vandalism, fibre cuts, theft of telecom equipment and damage to critical infrastructure.
The company revealed that it spent approximately N900 billion on network expansion in 2025 and has budgeted N1 trillion for 2026 to strengthen capacity and improve customer experience.
A major focus of the forum was the widespread belief among subscribers that data bundles disappear faster than expected. Addressing the issue, Nwoye disclosed that MTN is set to launch a new self service data usage portal on its mobile application before the end of the month.
The platform, described as a “black box” for data consumption, will allow customers to monitor in detail how data is used across smartphones, routers and connected devices, helping them identify background processes and applications responsible for heavy consumption.
Toriola argued that many cases of perceived data loss are linked to device settings and user behaviour rather than billing inaccuracies. He cited examples of senior executives who discovered that automatic cloud backups and continuous high definition video streaming were consuming substantial amounts of data without their knowledge.
The MTN boss further explained that faster internet technologies such as 4G and 5G naturally increase data consumption because streaming platforms and applications automatically switch to higher video resolutions, including 4K and 8K formats, when stronger network speeds are available.
He also highlighted operational challenges facing telecom operators in Nigeria, pointing to incidents of fibre cable cuts by construction workers, theft of equipment and damage to critical infrastructure. In one instance, he recalled, a fire set near a telecom manhole in Lagos disrupted service across an entire network zone.
Toriola defended recent tariff adjustments, stating that operators were previously struggling to meet key operational expenses, including diesel costs, site rentals and software licensing fees. Despite the increases, he maintained that Nigeria remains among the countries with the most affordable mobile data rates globally.
While reiterating that unlimited mobile data remains technically impossible due to spectrum limitations, MTN said it would continue expanding its FibreX broadband infrastructure to provide households with access to unlimited fixed internet services.
The gathering also served as a platform for subscribers to demand greater transparency in data billing, improved service reliability and customer focused incentives, as the company seeks to rebuild confidence amid growing consumer scrutiny of telecom service delivery.
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