Hold mobile operators accountable for poor services

The fact that the Bangladesh Telecommunication Regulatory Commission (BTRC) has yet to publish a final report on the quality of services (QoS) provided by the country’s mobile operators, despite conducting several drive tests across the country, is deeply concerning. Reportedly, the telecom regulator spent Tk 21.4 crore on sophisticated testing systems with the promise of strengthening oversight and ensuring better, more reliable services for customers. Four years after the system was launched, its intended purpose remains largely unfulfilled, which raises serious questions about regulatory effectiveness and accountability.

The BTRC reportedly purchased the German-made system to assess key indicators such as call drops, voice quality, internet speed and network coverage. Since then, it has conducted multiple drive tests in different regions of the country. The first major drive tests, conducted in Dhaka and the surrounding areas in 2024, revealed that all mobile operators failed to meet multiple service quality indicators. Teletalk performed the worst, failing 26 out of 40 benchmarks and missing internet service standards altogether, while Banglalink, Grameenphone and Robi also fell short in several areas. The tests identified problems including high call drop rates, poor call set-up times, and deficiencies in both 2G and 4G services. However, operators disputed the findings saying their own test results differed from BTRC’s.

Unfortunately, the regulator and operators have yet to agree on how service quality should be measured. While technical disagreements and methodological complexities may require time to resolve, they cannot justify years of delay in producing the findings. Regulatory oversight loses its purpose when assessments meant to protect consumers fail to generate timely and actionable outcomes. QoS assessments are not intended merely as technical exercises; they exist to identify deficiencies, enforce standards, and ensure that customers receive the level of service they are paying for.

  Dropped calls, poor signals inside homes, poor internet connections and unreliable service have become routine frustrations for many customers. Particularly in urban areas, where demand for uninterrupted connectivity continues to rise, users often find themselves paying for services that fail to meet basic expectations. This cannot continue. The BTRC must ensure that operators comply with service obligations and that oversight mechanisms function effectively. It must finalise and publish its findings without further delay, establish a transparent and standardised testing process, and hold operators accountable where failures are identified. Customers deserve reliable services for the money they pay, and taxpayers deserve to know how their money is spent.