* The tips are intended to help customers manage their data and do not dismiss concerns raised
* TNM is committed to transparency and ensuring customers receive the full value of the bundles they purchase
By Duncan Mlanjira
Following concerns raised by customers, which Malawi Communications Regulatory Authority (MACRA) announced that it was investigating over rapid depletion of mobile data bundles, TNM Plc has offered some common factors that increase data usage.
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In a public notice, TNM highlights that the common factors include:
* High-quality video streaming on 4G and 5G — thus lowering video quality can reduce consumption;
* Automatic App updates and background activity — customers can restrict updates to WiFi;
* Hotspot sharing, where connected devices also consume data, including in their background; and
* Video auto-play on social media — turning off auto-play or using data-saver mode can reduce usage.
TNM is quick to add that “these tips are intended to help customers manage their data and do not dismiss concerns raised”.
It adds that it takes seriously of the concerns raised and assures that the service provider “is committed to transparency and ensuring customers receive the full value of the bundles they purchase”.
“Our data usage and billing systems are continuously monitored and regularly audited to ensure data usage and bundle consumption are accurately recorded.
“Customers with concerns may contact Customer Care on 105, visit and TNM Shop, or reach us through our social media platforms for details of the data consumption.”
MACRA Director General Mayamiko Nkoloma
In its public notice, MACRA Director General, Mayamiko Nkoloma indicated that the investigation includes the rapid depletion of mobile data bundles on TNM and Airtel Malawi networks as well as assessing the two operators’ data charging and billing systems, data usage records and the accuracy of data deduction from customers’ bundles.
“The investigation seeks to establish factors contributing to the concerns raised and determine whether any regulatory intervention is required,” said Nkoloma.
He thus encouraged consumers who have experienced unusually rapid depletion of data bundles” to report their experiences to MACRA — through; dg@macra.mw or toll free number 261.
Information to report on includes “data purchase notifications; data usage alerts; screenshots; dates and time of reported incidents — and any other relevant records that may assist the authority’s investigation”.
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