MTC, Cran to probe ‘disappearing’ data

MOBILE Telecommunications Limited (MTC) has acknowledged concerns raised by customers over alleged rapid data depletion and billing issues, saying the company is committed to working with the communications regulator to address the matter.

This follows an engagement between MTC and the Communications Regulatory Authority of Namibia (Cran) after consumers reported that their mobile data was being depleted faster than expected and that they struggled to understand how their data was being consumed.

MTC spokesperson Tim Ekandjo has confirmed that the company met with the regulator to discuss the concerns, which he said were not unique to Namibia but a challenge facing telecommunications companies across the continent.

The company has, however, not mentioned when the issues raised would be addressed.

“We can indeed confirm having met Cran to discuss various issues, including the perception of disappearing data, which seems to be a grave concern facing all telecommunications across the continent,” Ekandjo says.

He says MTC remains committed to protecting its customers and working with the regulator on possible solutions.

Ekandjo welcomes the regulator’s involvement, saying its attention to the matter is important in addressing consumer concerns.

“We would like to thank our regulator for sharing the same concerns and commend it for its leadership in this regard,” he says.

Cran previously said it had received complaints from consumers who believed their data was disappearing unexpectedly, and that the matter had become a concern because it affects public confidence in telecommunications providers.

The regulator and MTC have agreed to conduct a technical testing and verification exercise involving customers who have experienced data depletion or billing complaints.

The exercise will examine consumer claims using technical information and charging records provided by MTC, with Cran overseeing the process.

The findings are expected to help identify possible trends behind complaints and determine whether further regulatory measures are required.

Cran has also instructed MTC to introduce a consumer awareness campaign to educate users on how data is consumed through applications, devices and online platforms.

The campaign will focus on helping customers understand factors that influence data usage and improve transparency around mobile services.

The regulator says it will review progress after six months based on the outcome of the technical assessments and awareness campaign.

Consumers experiencing data-related concerns have been encouraged to submit formal complaints to Cran to allow individual cases to be investigated, rather than relying on social media complaints only.

The post MTC, Cran to probe ‘disappearing’ data appeared first on The Namibian.