The government has launched a new Quality of Service (QoS) benchmark for the telecom sector in the country, establishing a minimum download speed of 10 megabits per second (Mbps) for 4G internet services to enhance mobile network performance.

The updated benchmark, which was approved during a recent meeting of the Bangladesh Telecommunication Regulatory Commission (BTRC), supersedes the 7 Mbps standard that was set in 2018.

This new requirement is lower than the 15 Mbps that was proposed in a draft policy earlier this year and is also below the speed figure that the regulator has frequently referenced since 2022. The minimum upload speed has been set at 2.0 Mbps, in contrast to the 4.0 Mbps that was suggested in the draft.

For the first time, the QoS framework will encompass not only mobile operators but also National Telecommunication Transmission Network (NTTN) operators and internet service providers (ISPs).

The framework will take effect from September 1, with the BTRC conducting monthly reviews of network performance and health checks.

Additionally, the framework imposes stricter regulations for both voice and data services. Call setup success rates must be maintained at 99 percent nationwide and at least 98 percent at district and upazila levels.

Call drop rates on 2G networks should not surpass 1.0 percent on a national level and 1.5 percent locally, while 4G networks are required to achieve a 99 percent connection success rate across the country and 98.5 percent at the district level.

Compliance will be assessed through drive tests, where operators need to attain a minimum of 98 percent success in call setups and ensure that automated call drops remain below 2.0 percent. The voice-over-LTE (VoLTE) user experience index has been established with a minimum requirement of 3.5.

Regarding internet speed, operators are obligated to provide at least 10 Mbps for downloads and 2.0 Mbps for uploads for 4G services. The average download speeds for users must not dip below 3.5 Mbps nationally and 2.5 Mbps at the district level.

The Quality of Service (QoS) requirements also apply to customer support. A minimum of 90 percent of calls to service centers must be answered within 40 seconds, and all calls should be addressed within 90 seconds. Complaints that are not network-related must be resolved within 28 days.

The Bangladesh Telecommunication Regulatory Commission (BTRC) stated that operators will be required to submit monthly reports on three critical indicators: accessibility, retainability, and network integrity. Any violation of these new standards will be considered an offense under the Bangladesh Telecommunication Regulation Act of 2001 and may result in administrative penalties.

In response to the reform, Faiz Ahmad Taiyeb, special assistant to the Chief Adviser for the Ministry of Posts, Telecommunications and Information Technology, remarked that this initiative would promote increased transparency and accountability within the sector.

“Mandatory reporting will exert pressure on operators to uphold quality, particularly in rural and suburban regions where issues related to inadequate coverage and frequent call drops remain prevalent,” he noted in a Facebook post.Association of Mobile Telecom Operators of Bangladesh (AMTOB) Secretary General Mohammad Zulfikar said, “Mobile operators have always been committed to ensuring uninterrupted and high-quality services for subscribers. Developing a QoS guideline is essential — a process that has been underway for the past few years.”

He added, “In discussions on this matter, we have shared our views and recommendations, taking into account the realities of the telecom sector, the existing tax structure, customer expectations, and the balance between investment and revenue. Our dialogue with BTRC is still ongoing. We have not yet received the final guideline, but once we do, we will be able to provide our feedback.”