Teletalk Faces Customer Fury in Virtual Hearing
State-owned mobile network operator Teletalk hosted a virtual public hearing just before the Puja holidays, following an announcement on social media. The one-hour session, held via Zoom on September 30 from 10:00 am to 11:00 am, saw fewer than 100 participants, with only 15 given the opportunity to speak.
Participants voiced a wide range of grievances, including weak network coverage, limited recharge points, inability to use internet even after purchasing data packs, inadequate customer care, and allegations of Teletalk SIM cards being sold at double prices in the hill tracts despite high demand. Alongside complaints, customers also demanded the return of a one-second pulse under the Bornomala package and the development of a more user-friendly app.
One participant questioned: “Why should Bangladeshis be burdened to migrate to Teletalk? There is no network, no service.”
By 10:50 am, the number of attendees stood at 83. In addition to customers, some local Teletalk representatives also spoke during the hearing.
Moderated by Teletalk’s Deputy Manager Sharmin Siddika, the complaints and suggestions were received by Deputy General Manager Mohammad Khalekuzzaman, who responded: “We have noted every comment. Measures will be taken to address customer complaints.” However, his remarks were twice interrupted by connection disruptions, prompting participants to mockingly ask: “Even in your office the network doesn’t work, sir? Why can’t we hear you?” His speech ended abruptly and incomplete.
Despite the shortcomings, Siddika announced that such hearings would be organized every month going forward: “We will try to solve the problems raised.”
Among the speakers, Mahibul Kabir from Dhaka complained that during holidays in Jashore, “three out of five calls drop, and the other two are scratchy and unclear.” He also noted the absence of recharge points, asking, “Who would cash in 500 taka on bKash just to recharge 20 taka?” Another customer, Kazi Sabbir Hasan Ashiq, lamented that there was no recharge point even in Dhanmondi 27.
From Rajshahi division, a customer said: “In my area, if the power goes out for even a second, the network disappears. The towers have no battery backup.” Manjurul Islam from the same area demanded the reinstatement of a one-second pulse.
In Dinajpur’s Biral upazila, customer Mohammad Moshiur Rahman complained: “There is no network coverage here. Even after buying data packs, I cannot use them. I have to travel half an hour to Dinajpur town to use the internet.”
Sajib Sarkar from Rangpur recalled that the Bornomala package once had a one-second pulse, which has now been replaced with a 10-second pulse.
Another participant alleged that while Teletalk has good network coverage in the hill tracts, SIMs are sold at inflated prices ranging from Tk 350 to 400. Teletalk’s regional staff member Rafiqul Islam confirmed the issues of SIM shortages, overpricing, and difficulties in ownership transfers in the region.
Mir Enamul Haque from Jhalokathi reported that despite living in a building next to a Teletalk office, he could not access either 3G or 4G services. He added that none of the unions in Jhalokathi have accessible recharge points. A Saudi expatriate named Azad also voiced dissatisfaction with Teletalk’s service.
Customers expressed frustration that the hearing was poorly organized, inadequately publicized, and not widely known among stakeholders. Teletalk announced the hearing only two days earlier, posting on its official Facebook page on Sunday. The post stated that the session was being held in line with the “Reform Commission” recommendation requiring monthly public hearings by government bodies and organizations.
