By 
By Bahle Gama
The Eswatini Communications Commission (ESCCOM) is in the process of developing an application that will allow customers to check or monitor their data usage across the country’s mobile networks.
This initiative aims to address the ongoing problem of data depletion among mobile users, which has become a significant concern for those frequently browsing the internet.
The decision follows MTN Eswatini’s acknowledgement of issues related to customer data consumption. MTN’s Chief Technical and Information Officer (CTI), Lindani Dlamini, stated that the company has implemented measures to alleviate customer worries about the swift depletion of mobile data.
Lindani emphasized that the network prioritizes quality and speed in addition to data, noting that many services, such as streaming on platforms like YouTube and Facebook, require considerable data usage.
“However, the rate of data consumption can differ based on the quality of the content being viewed. For instance, someone watching a video in High Definition (HD) will use significantly more data compared to someone watching in Standard Definition (SD),” he explained.
According to the CTI, some customers struggle to grasp the network preferences that affect data usage. To help with this, MTN Eswatini has modified its network settings, allowing customers to select their desired quality on their devices.
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“We’ve optimized video settings on our network to favour SD over HD in many instances. This change reduces data consumption for customers who do not require the highest-quality streaming, while still permitting those who prefer HD to choose it on their devices,” he said.
He further elaborated that customers now have increased control over their data usage by adjusting settings on their own devices, empowering them to manage their data more efficiently according to their needs.
Mandla Ntshakala, Chairperson of the Eswatini Consumer’s Forum, remarked that mobile networks must prioritize transparency in explaining the pricing formulas used for data and its intended duration.
“For instance, MTN data often does not last as long as expected. Therefore, the company has a duty to clarify and explain the pricing formula to the public in an easily understandable manner,” Ntshakala stated.
The Chairman noted that businesses often make changes to products and services without adequately informing customers, and he suspects the telecommunications company may be doing the same regarding the speed at which data depletes for their own benefit.
He provided an example where vendors reduced the weight of packed meat from 5kg to 4kg without notifying consumers, who continued to purchase it under the assumption that it was still the same weight. He believes a similar situation may have occurred with the telecommunications company.
“However, since we have a Ministry for Communications, it should be proactive in protecting us as consumers. Our nation is financially constrained, and mobile data is essential for daily use, making it quite costly.
The company should not exploit the speed of its network, which we appreciate, but should practice consideration,” he said.
Ntshakala further pointed out that students, both in primary and tertiary education, rely heavily on data for their studies. “If they find themselves recharging multiple times a day due to rapid data depletion, it indicates that the company is not considering its customers and is instead focused on profits.”
When asked about the situation, Eswatini Communications Commission Chief Executive (CE) Mvilawemphi Dlamini described the issue of data depletion as complex and largely dependent on customer education.
“The challenge stems from the fact that many of us have transitioned to smartphones while still holding onto the mindset associated with 2G devices. Numerous applications run in the background on smartphones, including location services and automatic updates, which can quickly consume data,” Dlamini explained.
The CE acknowledged that there is a possibility of incorrect charging by the operator, but the scale of the issue would determine the need for customer refunds.
“The duration of the overcharging and the number of affected customers would dictate whether a fine is imposed, as well as if there was any intention to defraud subscribers,” he added.
Consumers have been vocal about the issue in Eswatini. Here is what some of the consumers have to say about the issue:
Senzo from Mpolonjeni said:
“I have given up on using MTN data, it’s daylight robbery. Doesn’t make sense that the same size bundle from one provider helps me do two or three times more online than the other. Especially because my internet use pattern is consistent.”
Qiniso from Mahwalala said:
“I find MTN’s data to be quite expensive, and it seems to deplete faster compared to other providers. There are times when data balance decreases even without active use, which can be frustrating. While the network speed is impressive, the high cost makes it less sustainable for regular usage.”
Noxolo from Sidvwashini said:
“I am a student and rely on data usage the most for research and other school-related projects. I would purchase their weekly packages which barely last a day because that’s how quickly they deplete. I opted for another provider and haven’t looked back since.”
Calvin from Dalriach said:
“Please don’t get me started on that network. Considering the amount they make in profits every year; you would expect they would be considerate of the people who are helping them achieve such a milestone.
What they are doing is robbing us as a nation. There is no way 1GB of data could be depleted within minutes, even if those so-called applications were operating in the background as they claim. ESCCOM should investigate MTN because what they have been doing should be considered to be illegal.”
Data depletion is not a new issue for MTN. Earlier this year, MTN Uganda recognized the public’s concerns and committed to resolving specific problems related to data depletion. In response to numerous complaints from Ugandans, including notable celebrities, regarding their data GBs depleting rapidly, MTN Uganda released a statement addressing these issues.
The Nile Post reported that MTN has taken these concerns seriously and is committed to providing support through various channels, including social media, toll-free call lines, and physical service centres.
George William Thembo Nyombi, Executive Director of the Uganda Communications Commission (UCC), underscored the importance of addressing data billing and usage integrity issues, highlighting ongoing investigations into the matter.
Nyombi stressed the need to promptly tackle data billing and usage integrity concerns, noting that investigations have revealed various factors contributing to the widespread problem.
“The issue of data billing and usage integrity is of paramount importance,” Nyombi asserted, emphasizing the necessity for immediate action.
In 2019, MTN Nigeria announced that an upgrade in its system had led to the rapid exhaustion of mobile data for its internet subscribers.
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This revelation followed a report indicating that MTN Nigeria lost 664,245 internet subscribers as competitors, Airtel and Visafone, gained ground.
In July 2019, MTN Nigeria had 52.2 million internet subscribers, but the number of data users declined in August that year.
In 2015, MTN South Africa faced backlash from consumers regarding a similar issue. At that time, the company attributed the data depletion to customers’ phone settings.
MTN claimed that data could be quickly depleted if customers used LTE-enabled devices, had apps running in the background, or received continuous automatic updates from applications.
News24 reported that in response to one Fin24 user’s data depletion complaint, MTN stated:
“MTN has investigated the matter and can confirm that there was usage of the data. MTN has sent the client proof of the URLs visited, but she denies having accessed any of those sites. The usage was validated and the charges were deemed valid.
We have escalated the matter to our forensics department for further verification. Customers are advised to protect their hotspot access. We are still awaiting feedback from forensics.”
The publication further noted that consumers were dissatisfied with the explanations provided.
Fin24 user Kirsty wrote:
“I think this is blatant daylight robbery. The company is struggling financially and now suddenly we are running through data in seconds? I have had the same devices for over a year and it’s only in the last month that I am constantly out of data.
It’s ridiculous and all it’s doing is frustrating customers and making us reconsider our network choice!”
Fin24 user Marvin wrote:
“Their sob explanation for data loss is bullshit. I loaded R15.00 airtime and made a call for no more than 53 seconds and my airtime was exhausted before I could end my call.
When I called them they blamed my apps. When I told the lady I had almost 1GB of data she refused to be of any aid. I have an S4. Two years old.”
Fin24 user Marvin wrote:
“My honest opinion is that that is not true. About two years ago I received an account for data that was outrageous. I told them that I couldn’t use data for those amounts on my cellphone as I have two data sticks one for my tablet and one for my computer.
This is still not solved. A couple of months ago I bought 2GB of data for my computer and I was on the computer for a while. The same day my data was finished. I posted a report on HelloPeter.com and they responded and asked for the number in question.
I posted another report on HelloPeter.com mentioning the number as they did not leave any number or email address where I can contact them. Since today I haven’t heard anything.”
Fin24 user Charles said:
“What still needs explaining: Why only in July/August did my data jump up from the norm over the past two years with the SAME phone, SIM card, contract and usage behaviour?”
Fin24 user Sean wrote:
“Absolute rubbish answer by MTN. I am with Vodacom and my wife is with Cell C. We have both experienced this. I have turned off everything that drains. But I have photo proof (screen grabs) of how I purchased data and one hour later that data is gone!
I know how much data I generally use and what’s on. But it’s happened a number of times where 100MB of data or more have been used in less than an hour.”
Fin24 user Didi said:
“I think these explanations are just to placate us. The issues only started about 2-3 weeks ago from what I gathered on social media and my own experience. Most people have had smartphones with LTE for years or months now and this has never been an issue before. Most consumers are also aware of background apps and updates already and have been managing this since they got their phones.”
Meanwhile, Fin24 user Andrè said the problem also extends to Wi-Fi routers, raising further questions about MTN’s explanation:
“I have been using an MTN Wi-Fi router now for more than four years. It is secured and the Wi-Fi is not always on. It is connected via USB to my PC. Only recently, in the past few months, I started losing data.
I use a desktop PC (I know…I am old school) all day long. I don’t have any fancy apps or software running in the background. All auto updates are disabled.
“Just the other day, I loaded 1GB of data at 13:30.
No applications were running on my PC and I left home. I returned and used my PC email only and did not receive any large files. That night I forgot the modem on and in the morning, I lost all of my data. MTN call centre could not explain it and I am still waiting for their ‘escalated response’.”
