THE GREAT INDIAN TELECOM CRISIS QUALITY OF SERVICE

Despite rapid 4G and 5G expansion, call drops, erratic speeds, and poor support continue to erode consumer trust in India's telecom sector.

- SHUBHENDU PARTH

In an era where digital connectivity defines economic progress and social well-being, seamless telecom services are no longer a luxury but a necessity. The proliferation of digital payments, online education, e-commerce, and remote work has made telecommunications infrastructure the backbone of India’s digital economy.

Even with the rapid expansion of networks and the rollout of 4G and 5G services, a significant gap persists between consumer expectations and the actual quality of service. This disparity is particularly evident in frequent call drops, inconsistent Internet speeds, and customer service inefficiencies. The CyberMedia Research (CMR) and Voice&Data Telecom Service Quality survey sheds light on these gaps, revealing critical pain points for Indian consumers and offering actionable insights for service providers.

While connectivity has expanded significantly across urban and rural areas, consumer dissatisfaction remains alarmingly high. The survey found that 59% of prepaid and 56% of postpaid users are unhappy with their telecom service providers. Frequent call drops, erratic Internet speeds, hidden charges, and unresponsive customer support emerged as the most common grievances.

Despite access to multiple service providers, urban users reported fluctuating network speeds, whereas rural consumers struggled with complete service blackouts due to inadequate infrastructure.

The situation is no better for broadband users, with 48% expressing dissatisfaction over frequent downtime and inconsistent speeds. Metropolitan consumers complain about networks failing to maintain promised speeds during peak hours, while rural users have limited ISP options, making stable broadband access a challenge. For students, remote workers, and small businesses relying heavily on stable Internet, these inconsistencies disrupt daily life and productivity.