BTRC hearing: Mobile users decry high costs, poor service

• Users decry poor service, high pricing
• Complaints include roaming, deductions, weak coverage
• Market concentration limits competition, innovation
• Regulator pledges review, transparency, enforcement

Mobile phone users from across the country said they continue to suffer from poor service quality, high pricing, unstable network coverage and persistent violations of consumer rights.

Speaking at a public hearing organised by the Bangladesh Telecommunication Regulatory Commission (BTRC) yesterday, participants said mobile services continue to suffer from structural problems, including high costs, weak competition and limited transparency.

They urged the regulator to strengthen enforcement and improve communication with subscribers. The complaints covered a broad spectrum, including mobile number portability (MNP), international roaming charges, unfair balance deductions, high call and internet rates, and limited options for switching networks.

BTRC officials listened to complaints, offered clarifications and said all issues would be recorded for review and resolution.

PRICING, ROAMING RULES

Ashiq Ahmed, a user, said the MNP service introduced in 2018 has failed to boost competition or improve service quality. He asked what steps the BTRC has taken to promote the service.

Sheikh Shajib Alam, who lived in India for four years for studies and kept his Bangladeshi SIM active only for OTPs, said both his international roaming and main balance were erased because he had not recharged within a certain time.

When he contacted, telecom operator Grameenphone reportedly told him the balances had been "flushed" under existing rules. He asked the BTRC to clarify whether operators are allowed to remove balances for not recharging in time.

Alam also raised concerns over rising call and data prices. He noted that the minimum call rate has increased from 25 paisa to 45 paisa over the last decade, and said short calls of around 20 seconds sometimes cost more than Tk 2.

He called on operators to consider unlimited call packages and one-second pulse rates, as seen in neighbouring countries.

On data pricing, he argued that while users often debate validity periods, the core cost of data remains high.

He said a 1GB Grameenphone data package cannot be bought for less than Tk 80, whereas Teletalk offers 2GB for Tk 17, though customers still buy Grameenphone data due to better network coverage.

He also questioned why replacing a SIM costs Tk 345, of which Tk 300 goes to the government, and noted that in neighbouring countries, users can switch operators automatically via a mobile request.

Responding to his concerns, a BTRC official said Grameenphone's roaming packages usually have one-year validity, which extends upon renewal.

The official added that Bangladesh ranks among the world's lowest for voice and data charges – 10th lowest for voice and 15th lowest for data.

BTRC continuously evaluates possibilities to keep rates as low as possible, he said.

UNFAIR DEDUCTIONS, SCAMS, NETWORK GAPS

Another user, Omar Faruk said Tk 20 was deducted from his Robi number for services provided by a company called Medico.

He said Robi initially claimed that he had activated the service himself. After he filed complaints with the BTRC and posted on Facebook, the company refunded the amount and asked him to delete the post.

Faruk said he had also approached the Directorate of National Consumer Rights Protection, but the agency could not process his complaint because Medico had no valid address. He questioned why operators partner with such entities.

He also said unlimited-validity packages remain costly and effectively last for about 10 years, while Teletalk offers lower-priced alternatives with longer validity.

Another participant, Shahabuddin, urged the BTRC to monitor scam calls, while another attendee asked Teletalk to improve coverage in the Chittagong University area.

MARKET CONCENTRATION, BROADBAND COVERAGE

Mobile user Munir Hasan raised three concerns. First, he pointed to high market concentration, noting that Grameenphone holds more than 45 percent and Robi over 25 percent of the market, while Banglalink holds nearly the same – levels that would constitute significant market power (SMP) in many countries.

Such concentration, he said, weakens competition, service quality and pricing.

Second, he highlighted the large profit gap among operators, with Grameenphone earning substantial profits while Robi and Banglalink barely break even, which he said limits innovation and investment.

Third, he warned that Bangladesh's fixed-broadband penetration, less than 10 percent, is too low to support digital economy ambitions, leaving the country overly dependent on mobile networks.

BTRC officials responded that declaring all three major operators as SMP is not feasible.

However, the commission is working with operators to strengthen competition, reduce costs through resource sharing, narrow profit disparities and expand affordable fixed broadband nationwide.

Brig Gen Md Aminul Hoque, director general of the spectrum division, addressed the queries on behalf of the commission.

BTRC Vice-Chairman Md Abu Bakar Siddique thanked participants for their engagement and said all complaints and suggestions would be reviewed.

He emphasised that the regulator works year-round with transparency and accountability to protect the interests of citizens, the government and the telecom industry, and remains committed to resolving the issues raised during the hearing.