Telecom Chronicle: Network Disruptions Take Center Stage Once Again

Once again, following the long-awaited launch of fifth-generation (5G) technology, we find ourselves grappling with the return of voice call drops, plaguing the telecom sector. Despite ongoing efforts by the telecom department, service quality issues, particularly call drops and network outages, persist stubbornly. This problem is not a recent development, and we can attribute it to technical failures or even natural disasters. For nearly a decade, network quality has suffered in parallel with the exponential growth of the subscriber base, which currently stands at around 1.15 billion consumers relying on telecom networks.

During the tenure of former telecom minister Ravi Shankar Prasad, the matter escalated, prompting the government to advocate for improved services and increased network investment and expansion. In October 2017, as the country witnessed the penetration of fourth-generation (4G) services, the Telecom Regulatory Authority of India (Trai) had to introduce new benchmarks and penalties.

Now, with the highly anticipated rollout of 5G last August, we once again witness disgruntled consumers expressing their frustration over network outages through social platforms. Responding to these mounting concerns and under the guidance of telecom minister Ashwini Vaishnaw, Trai is preparing to unveil revised regulations. This new framework is expected to be more stringent and localized, potentially raising the penalties imposed, which have often been a subject of dispute. However, it remains uncertain whether such measures will effectively reduce call drops.

Telcos commonly engage in infrastructure provisioning through radio frequency (RF) planning, which is influenced by prevailing business conditions. This practice should be discouraged, and instead, the focus should shift toward providing a more customer-centric experience. Infrastructure providers, or mobile tower firms, should operate independently of telecom carriers and have easy access to right-of-way. Despite recent initiatives by the government, right-of-way remains a contentious issue.

To enhance the quality of service for subscribers, telecom service providers must accelerate their efforts in tower fiberisation, which has been progressing at a sluggish pace. As 5G is deployed nationwide, the fiberisation of networks becomes even more crucial. It should be increased to at least double the current level of 35% within the next couple of years.

While Trai's move to enforce more stringent quality of service (QoS) norms, including reduced timelines and state-wise reporting, may face opposition from service providers citing limited access and spectrum constraints, it is crucial for the regulator to collaborate closely with the industry. Rather than engaging in a tug of war, a concerted effort is needed to overcome this challenge.

Ultimately, the focus should be on delivering an enhanced consumer experience, considering both business and regulatory perspectives.