Malawians are demanding answers over disappearing data, but TNM’s first detailed response has pointed customers back to their own phones.
The response comes as the telecom giant faces mounting complaints over mobile data depletion, with the Malawi Communications Regulatory Authority (MACRA) already investigating whether customers are being accurately charged and whether data deductions match actual usage.
In a statement issued on Thursday, TNM said it takes the concerns seriously and insisted that its data usage and billing systems are “continuously monitored and regularly audited”.
But instead of providing figures showing how much data customers should expect to lose under different usage patterns, TNM listed several things it says can consume data quickly.
These include high-quality video streaming on 4G and 5G, automatic app updates, background activity, hotspot sharing and video auto-play on social media.
TNM advised customers to lower video quality, restrict app updates to Wi-Fi and use data-saving features.
The response is unlikely to end the growing debate, however, as the central question remains whether customers are getting what they paid for.
MACRA announced its investigation after consumers complained that bundles were disappearing unusually quickly on both TNM and Airtel Malawi. The regulator said it would examine the operators’ charging and billing systems, usage records and the accuracy of deductions.
TNM has urged customers who dispute their consumption to contact customer care on 105, visit TNM shops or use its official social media platforms to obtain details of their data consumption.
The company said the tips it provided are intended to help customers manage their data and “do not dismiss concerns raised”.
The latest response therefore leaves the most important question in the hands of MACRA: whether the data disappearing from customers’ phones is simply being consumed, or whether the systems recording that consumption are getting it right.
MACRA has asked affected consumers to provide purchase notifications, usage alerts, screenshots and dates and times of disputed deductions as it conducts the investigation.
TNM said it will provide further updates as appropriate.
The response comes as the telecom giant faces mounting complaints over mobile data depletion, with the Malawi Communications Regulatory Authority (MACRA) already investigating whether customers are being accurately charged and whether data deductions match actual usage.
In a statement issued on Thursday, TNM said it takes the concerns seriously and insisted that its data usage and billing systems are “continuously monitored and regularly audited”.
But instead of providing figures showing how much data customers should expect to lose under different usage patterns, TNM listed several things it says can consume data quickly.
These include high-quality video streaming on 4G and 5G, automatic app updates, background activity, hotspot sharing and video auto-play on social media.
TNM advised customers to lower video quality, restrict app updates to Wi-Fi and use data-saving features.
The response is unlikely to end the growing debate, however, as the central question remains whether customers are getting what they paid for.
MACRA announced its investigation after consumers complained that bundles were disappearing unusually quickly on both TNM and Airtel Malawi. The regulator said it would examine the operators’ charging and billing systems, usage records and the accuracy of deductions.
TNM has urged customers who dispute their consumption to contact customer care on 105, visit TNM shops or use its official social media platforms to obtain details of their data consumption.
The company said the tips it provided are intended to help customers manage their data and “do not dismiss concerns raised”.
The latest response therefore leaves the most important question in the hands of MACRA: whether the data disappearing from customers’ phones is simply being consumed, or whether the systems recording that consumption are getting it right.
MACRA has asked affected consumers to provide purchase notifications, usage alerts, screenshots and dates and times of disputed deductions as it conducts the investigation.
TNM said it will provide further updates as appropriate.
