Published: 8 hours ago

"Where did my data go?" - it's a question on the lips of thousands of Zimbabweans as their mobile data mysteriously disappears, even as profits for major telecommunications operators like Econet, NetOne, and ZOL continue to surge.

From vanished WhatsApp bundles to "unlimited" packages that mysteriously stop working halfway through the month, users across the country are voicing outrage over what they describe as unexplained data depletion, throttled speeds, and vanishing airtime credit.

Harare resident Kudzai Murahwa said she bought a US$1 weekly WhatsApp bundle from Econet, only to find it expired within hours. "I was on Wi-Fi all day at work. I barely used WhatsApp, but when I checked later that evening, it said the bundle had expired," she said.

Social media is flooded with similar complaints, with users claiming their data disappears overnight or that purchased bundles never activate. One Reddit user wrote, "I bought an hour bundle thinking I would get 60 minutes of browsing. It expired before I even used a single megabyte."

Customers of ZOL and NetOne have also reported questionable billing practices. One ZOL user said their household data usage was recorded at 120 GB for the month despite the router showing only 50 GB consumed.

Consumers believe these are not isolated glitches but signs of systemic opacity. Despite mounting complaints, telecom companies often cite vague technical issues or "user error."

When asked about the issue, Econet spokesperson Fungai Mandiveyi said, "I do not think so. Give us some time to check with our technical teams, and we will revert."

Network engineers and insiders, however, suggest deeper issues such as background throttling and undisclosed "soft caps." One engineer explained: "After a certain data threshold, the system silently slows you down until your connection becomes practically unusable. You still have data left, but it's as good as gone."

Another insider accused operators of manipulating traffic to maximise revenue. "Congestion is the convenient excuse," he said. "But even during off-peak hours, heavy users are deprioritised so that bandwidth is saved while customers get less value."

Some insiders also described the existence of "ghost bundles" - instances where customers pay for data that is never fully credited, especially during network downtime.

NetOne spokesperson Ernest Magadzire acknowledged the complaints but said bundle duration depends on user behaviour. "When a customer purchases a weekly WhatsApp or data bundle, the validity period refers to how long the bundle remains active-not how long it will last," he said. He encouraged users to switch to larger packages for better value.

Despite periodic billing errors, refunds remain rare and often only occur after public outcry. "We are paying more but getting less," said a university student in Chitungwiza. "Sometimes my US$10 bundle lasts a day, sometimes an hour. No one can explain why."

The Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) has been criticised for slow responses. Although it has occasionally fined operators, consumers say most complaints vanish into bureaucracy.

Potraz director-general Dr Gift Machengete argued that disappearing data is usually due to background app usage. "Generally, it is difficult for data to disappear; rather, it can be used without the owner's knowledge," he said.

Technical experts, however, point to possible "data padding" - where metering systems record slightly more usage than actually transmitted. These small discrepancies, multiplied across millions of users, could generate massive profits.

Others cite undisclosed "fair-usage" limits on so-called unlimited plans. "They said unlimited, but after 100 GB, the internet became unusable," one Reddit user wrote. "When I called, they said it was the fair-usage limit - but that's not what the advert said."

Even mid-level telecom employees reportedly have no access to the true data metering algorithms. "The company knows exactly how to stretch data usage so users have to buy more," said one insider.

Meanwhile, the profits keep rolling in. Econet Wireless remains one of Zimbabwe's most profitable firms, with data revenue climbing steadily despite widespread customer frustration. Analysts call it "the paradox of opacity" - the less transparent the bundle system, the higher the profits.

Although Potraz introduced tougher penalties for service failures in 2024, critics say enforcement is weak. The sector still lacks transparency on fair-usage policies and independent verification systems that would let consumers see real-time data consumption.

Until such reforms are implemented, many Zimbabweans believe their data is being engineered to vanish. As one frustrated customer summed it up:

"You buy data, you lose data, and still you pay more next month. They're the only ones who never run out."
- The Herald

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