TikTok has denied responsibility for the access problems users have reported in parts of Northern Nigeria, saying the restriction did not come from the company.

The platform’s Head of Communications for Sub-Saharan Africa, Keagile Makgoba, said in a statement on Monday that “this restriction was not implemented by TikTok”. She added that the company is working with relevant stakeholders to resolve the situation and remains committed to ensuring access for its community. TikTok did not say what is behind the disruption or when normal service might return.

Users in Kaduna, Kano, Kebbi and Sokoto states have complained of difficulty loading videos, viewing content and uploading posts since September 14. Some said other apps worked normally on the same mobile data connections, and that TikTok only opened after they switched on virtual private networks, or VPNs. Users in other parts of the country have continued to access the platform without trouble.

The complaints prompted a coalition of civil society organisations to call for an independent investigation. The groups urged authorities and telecommunications operators to find out what caused the disruption and to say publicly whether a directive or a technical fault was responsible.

TikTok’s denial leaves open where the problem originates, whether at the level of telecom networks or somewhere else along the path that carries internet traffic to users. No cause had been publicly established at the time of writing.

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