Growing frustration over internet fluctuations

Sherab Lhamo

So far this year, telecom operators have received approximately 6,300 customer complaints related to network services, collected through their call centres. With an average of 700 complaints per month.

Social media users have voiced their frustration over frequent internet fluctuations in the country. A person commented on a telecom’s social media page, stating that despite claims of strong network connectivity, frequent disruptions persist.

Another user remarked, “It’s okay without a bonus, but at least provide us with reliable internet—there’s always network fluctuation.”

One customer shared his experience, noting that loading a single website took at least two to three minutes.

People Kuensel interviewed expressed similar frustrations with poor internet connectivity.

A Khasadrapchu residents said, “I thought upgrading to 5G would improve the service, but it’s just as unreliable as the previous generations.”

A resident of Lubding in Thimphu shared that the internet in his area becomes almost unusable during peak hours, between 6pm and 10pm.

“I have to wait until morning to send important emails,” he said.

In Trashigang, a user reported two weeks of network fluctuations. “I can’t use apps like Mbob and Mpay to pay shopkeepers, and uploading a 3-minute video to YouTube takes far too long. Even just browsing the internet is too slow.”

An official from the Bhutan Information, Communicationand Media Authority (BICMA) reported that complaints received were linked to various network issues. These include SIM card damage, exhaustion of data balance, inadequate network coverage in remote areas, service disruptions due to maintenance or infrastructure upgrades, problems with upgrading SIM cards from 3G to 4G, device compatibility issues, and challenges related to eSIM integration.

Bhutan Telecom has been handling several hundred calls each day concerning postpaid bills, deductions from prepaid balances, the MyBT/B-Ngul App, and the activation or deactivation of 2G, 3G, 4G, and 5G services, among other issues.

A Bhutan Telecom official said that a significant increase in call volume typically occurs during bonus offers or in response to specific issues, such as service disruptions.

The official said several factors contributing to fluctuations in network service. Bad weather, such as heavy rain or storms, can disrupt signal transmission. Additionally, interference from nearby electronic devices and network congestion caused by high user traffic can lead to intermittent service, unless there are hardware or software malfunctions.

The BICMA official said that they have received complaints regarding internet connectivity. When these complaints lack specific details—such as the nature of the issue, location, or area affected—BICMA follows up with customers to gather more information.

Other factors affecting internet fluctuations, the BICMA official said, were the country’s mountainous terrain and scattered settlements, which complicate the provision of consistent network coverage in rural areas.

“One of the reasons for fluctuations in internet service is network congestion caused by an increase in users, which strains network capacity and results in slower speeds,” the BICMA official said.

An official from Tashicell said that there are no major performance issues with their network, emphasising that most of their network remains underutilised.

The BICMA official said that while telecom operators have been able to resolve many issues promptly, addressing network problems requires additional infrastructure, such as the construction of mobile towers and sectors, which demands significant investment and financial resources.

Telecom operators propose these infrastructure enhancements in their plans, which typically require a timeline of six to 18 months for implementation, the official explained.

BICMA itself has received nine complaints from customers in 2024, submitted through emails, letters, and local government channels. The official clarified that these complaints pertained only to the quality of fixed and mobile services.

Bhutan Telecom reported that its network capacity is sufficient to meet the growing demand for internet services, supported by millions of investments in infrastructure.

The Bhutan Telecom official explained that these funds are allocated for upgrading network capacity, constructing new towers, and deploying advanced technologies such as 5G and Voice over LTE. These efforts aim to ensure consistent, high-speed internet access across all twenty Dzongkhags.

Periodic maintenance and upgrades are conducted monthly and quarterly to optimize performance. Additionally, the official mentioned that Bhutan Telecom performs daily system health checks and optimisations.

BICMA also conducts physical inspections of issues when possible. Complaints are forwarded to the service provider, along with a request for a solution and a report. After reviewing the provider’s response, BICMA verifies the resolution.

To further assess network service quality, BICMA launched the Druk Speed Test app in September of last year, enabling users to check data performance.

The Druk Speed Test App features two main functionalities: data quality measurement and call quality feedback. The app automatically measures network speed and sends this data to BICMA for analysis. The call quality feature allows users to provide feedback on their call experience through a subjective survey, where they rate their experience on a scale from worst to best.

To date, the app has been downloaded approximately 174,184 times from the Google Play Store and 821 times from the Apple App Store (iOS).

The official said BICMA has not received any complaints regarding call quality through the Druk Speed Test app.

For data test results, BICMA analyses the network speed test data to identify areas with consistently low performance. Officials are then dispatched to these locations for physical monitoring. This data-driven approach enables BICMA to prioritize its monitoring efforts effectively, as shared by the official.

The Bhutan Telecom official said they have been expanding their network infrastructure and coverage annually through planned mobile projects and Rural Communication Projects.

These initiatives are designed to enhance coverage in rural areas, addressing the challenges posed by the geographical landscape of the country, which contributes to network fluctuations.