All four telecom operators fall short of service standards

All four mobile network operators in Bangladesh have failed to meet prescribed service quality standards in at least some areas, according to an assessment by the Bangladesh Telecommunication Regulatory Commission (BTRC).

The assessment identified shortcomings in network coverage, call drop rates, voice call quality and internet performance. The gaps were more pronounced at the district and upazila levels, particularly in rural and remote areas.

The findings also showed notable differences among the operators. Grameenphone failed to meet prescribed standards across all indicators at the upazila level, while Robi recorded shortcomings across multiple indicators. Banglalink had the highest 2G voice call drop rate, while state-owned Teletalk recorded the weakest performance in high-speed internet tests.

The assessment highlights that network coverage alone does not necessarily guarantee reliable mobile service. Users in some areas continue to experience weak signals, poor voice quality, dropped calls and slow internet despite having network coverage.

Banglalink records highest 2G call drop rate

BTRC found differences among the four operators in 2G voice services, with Banglalink recording the highest call drop rate.

Frequent dropped calls can be particularly disruptive in districts and upazilas, where users may need to redial repeatedly. Such interruptions can also affect businesses and services that rely on stable mobile connectivity.

Banglalink Chief Corporate and Regulatory Affairs Officer Taimur Rahman said the company’s results in BTRC drive tests showed better quality of service among the operators. He also said Banglalink had requested additional low-band spectrum from BTRC to improve service for subscribers.

Teletalk weakest in high-speed internet

Teletalk recorded the weakest performance among the four operators in BTRC’s high-speed internet test.

The result highlights the difference between having access to a mobile network and receiving consistently high internet speeds. Telecommunications experts cited spectrum availability, network capacity, backhaul infrastructure, investment and regular network optimisation as factors that can affect actual internet performance.

Network size does not guarantee service quality

Grameenphone, one of Bangladesh’s largest mobile network operators, failed to meet prescribed service quality standards across all indicators at the upazila level.

Robi also recorded shortcomings across multiple indicators. The findings indicate that extensive network coverage and a large customer base do not necessarily ensure consistent service quality in every location.

BTRC introduces independent assessment

The latest assessment marks a shift in the way BTRC monitors mobile network quality. Instead of relying solely on quality-of-service information submitted by operators, the regulator is using Network Management Systems, Telecommunications Monitoring Systems and drive tests to independently assess performance.

BTRC Director General Brigadier General Shafiqul Azam Parvez said the new methodology would provide a clearer picture of customers’ actual service experience and reduce the scope for operators to underreport shortcomings.

The system will also allow the regulator to identify service quality at specific locations and take action when operators fall below regulatory standards.

Calls for stronger enforcement

Mohiuddin Ahmed, president of the Mobile Phone Consumers Association, said publishing assessment reports alone would not resolve customers’ problems.

He called for stronger enforcement, including fines and other measures against operators that fail to meet prescribed standards. He also said customers who regularly pay for mobile services should receive the level of service they expect.

Telecommunications experts have also called for greater transparency in the publication of quality-of-service data. They said operator- and location-specific results should be regularly disclosed for districts and upazilas.

Regular independent assessments, transparent publication of performance data and effective enforcement were identified as key measures for improving service quality, particularly in rural and remote areas.