Why Your Data Runs Out Faster Than You Think: MTN CEO Addresses Customer Concerns
Ghanaian mobile users have long voiced frustrations over data bundles depleting unexpectedly, often sparking accusations that telecom providers manipulate data usage. Stephen Blewett, CEO of MTN Ghana, recently tackled these concerns head-on during a public address in Accra, offering transparency and a candid look at the realities of modern connectivity.
The Data Depletion Debate
Blewett acknowledged the widespread skepticism, noting that the phrase “You’re stealing my data” has followed him across multiple countries and telecom markets throughout his career. “It’s a universal complaint,” he admitted. “But let me be clear: MTN has no incentive—or mechanism—to tamper with user data.”
He tied his personal accountability directly to the company’s revenue model. “My bonus depends on declared profits. If I ‘steal’ data, that revenue goes undeclared, and I lose out. Why would I sabotage myself?” he argued.
Network Upgrades: A Double-Edged Sword
A key point in Blewett’s explanation centered on the unintended consequences of improved network performance. As MTN invests in faster 4G and 5G infrastructure, users experience smoother streaming and higher-quality video—but this also accelerates data consumption.
“Think of it like upgrading from a bicycle to a sports car,” he said. “You’ll reach your destination faster, but you’ll burn more fuel. Similarly, a stronger network allows apps like YouTube or TikTok to default to HD video, which consumes data rapidly.” He likened the process to the classic game Pac-Man: “Data disappears quickly, but it’s the apps—not MTN—controlling the ‘hunger.’”
Cultural Habits and Data Consumption
Blewett humorously highlighted a uniquely Ghanaian trend influencing data use: how people hold their phones. “Here, everyone grips their device vertically, glued to videos,” he said, mimicking the posture. “In other markets, horizontal scrolling is more common. Ghanaians’ love for video content—whether skits, sermons, or music—naturally drives higher data usage.”
Transparency and Accountability
To counter distrust, Blewett emphasized MTN’s multilayered oversight:
- External Audits: Independent firms review billing systems annually.
- Internal Safeguards: A dedicated “revenue assurance” team monitors for discrepancies.
- Compliance Focus: “We prioritize accuracy. Incorrect billing risks regulatory penalties and customer trust,” he stated.
The CEO’s Empathy
Despite defending MTN’s systems, Blewett acknowledged the frustration. “As a customer myself, I get it. Nobody likes seeing their data vanish mid-video,” he said. His advice? “Monitor app settings, disable auto-play features, and use MTN’s usage tracker tools.”
The Bigger Picture
While data depletion complaints aren’t unique to Ghana, Blewett’s remarks underscore a global challenge: balancing network improvements with customer education. As mobile habits evolve, transparency becomes critical to maintaining user trust.
Disclaimer:
This article was inspired by public statements from MTN Ghana’s CEO and aims to explore broader trends in data usage. It is not a direct reproduction of any copyrighted material.
