One of the leading telecommunications providers in Nigeria, MTN Nigeria, has issued a public apology to its subscribers following a controversial 200% increase in the cost of its 15GB data plan. The price adjustment, which took effect on Tuesday, has raised dissatisfaction among millions of users relying on the network for daily connectivity needs. This development comes just weeks after the Nigerian Communications Commission (NCC) approved a 50% tariff review for telecom operators, citing the need to align with prevailing market conditions. However, the company’s decision has left many customers frustrated and questioning the company’s commitment to affordability.
Furthermore, the NCC, in a statement signed by its Director of Public Affairs, Reuben Muoka, explained that the tariff adjustment was necessitated by ongoing industry reforms aimed at ensuring sustainability. While the commission capped the increase at 50%, MTN’s move to raise its 15GB plan by 200% has raised concern. The revised pricing structure now sees the 1.8GB monthly plan priced at N1,500, up from the previous 1.5GB plan at ₦1,000, while the 20GB plan has jumped to ₦7,500 from ₦5,500.
Subscribers lament over their inability to renew their data subscriptions.
In response to the growing discontent, the company released a statement on Thursday, acknowledging the price hike and appealing to its subscribers for forgiveness. Written in pidgin English, the message struck a conversational tone, with the company admitting fault and urging customers to “forgive and forget.” The statement read, “To our 15G digital bundle lovers, you dey vex. We know. We know how upsetting it must have been to suddenly wake up to a 200% increase on your favourite digital bundle. We could share several reasons, and provide explanations, but omo, all that one na story. We don cast. We get it and admit it. Let’s just say na mistake.”
Despite the apology, many subscribers remain unconvinced, with some expressing frustration over their inability to renew their data subscriptions. Reports of customers encountering technical difficulties while attempting to purchase data bundles have emerged, further exacerbating their dissatisfaction. One subscriber lamented, “Can you tell us how you want us to renew our data? All efforts to renew subscriptions for the past two days have proved abortive. After trying different kinds of banks, nothing seems to work.” These challenges have compounded the already tense situation, leaving many questioning the timing and rationale behind the price increase.
NCC assured that all adjustments will remain within the tariff bands.
Meanwhile, the NCC’s approval of tariff adjustments has been a contentious topic within the telecommunications sector. Acting under Section 108 of the Nigerian Communications Act, 2003, the commission emphasised that the decision addressed the financial challenges operators faced while ensuring the industry’s long-term sustainability. However, the disparity between the approved 50% and MTN’s 200% hike has highlighted the complexities of balancing operator profitability with consumer affordability. The NCC has assured stakeholders that all adjustments will remain within the tariff bands stipulated in its 2013 Cost Study and will be reviewed case by case.
For MTN Nigeria, this incident comes at a critical juncture. As the largest mobile network in the country, the company has long prided itself on its extensive coverage and customer-centric approach. However, the recent price increase and accompanying service issues have threatened to erode the trust it has built. Subscribers have taken to Social Media and other platforms to voice their grievances, with many calling for a reversal of the new pricing structure and improved network performance. The company’s ability to navigate this crisis will likely have far-reaching implications for its reputation and market position.
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As the dust settles on this controversy, the focus now shifts to how the company will address the concerns of its subscribers. While the apology marks a step in the right direction, whether the company will take concrete actions to alleviate the financial burden on its customers remains to be seen. Potential measures could include revising the pricing structure, offering discounted bundles, or enhancing network Infrastructure to improve service quality. The NCC’s role in ensuring transparency and fairness in tariff adjustments will also be crucial in maintaining consumer trust.