The Pakistan Telecommunication Authority (PTA) has issued an enforcement order against Telenor Pakistan (Pvt.) Limited for failing to meet the Quality of Service (QoS) standards outlined in its operational licenses. The regulatory action follows an official notice served on October 1, 2024, and a subsequent hearing held on December 10, 2024, at PTA Headquarters in Islamabad.
The case centers on Telenor’s inability to consistently fulfill the performance benchmarks required under its licensing conditions to provide cellular mobile services across the country.
The PTA identified ongoing deficiencies in Telenor’s service delivery despite the legal obligation to meet minimum Key Performance Indicators (KPIs). However, a re-verification survey conducted following the initial proceedings revealed notable improvements in Telenor’s network performance in Hyderabad and Quetta, signaling progress in certain areas.
Taking into account these advancements and Telenor’s formal request for additional time, the PTA opted for a more lenient stance. It has instructed the telecom operator to deploy an additional site in Swabi no later than June 30, 2025. Telenor is required to submit a compliance report confirming the completion and functionality of the new installation.
The PTA will conduct a follow-up on-ground survey after the deadline to reassess Telenor’s adherence to its service obligations. If the company fails to meet the expected QoS standards during this re-evaluation, the Authority has made clear that further regulatory actions will be initiated.
The enforcement order, dated April 29, 2025, was issued by a panel comprising Chairman Maj. Gen. (retd) Hafeez UR Rehman, Member (Compliance and Enforcement) Dr. Khawar Siddique Khokhar, and Member (Finance) Muhammad Naveed. The Authority emphasized that licensees are legally bound to maintain service quality and that regulatory leniency should not be mistaken for exemption from accountability.
Telenor’s statement
In a statement given to ProPakistani, Telenor said PTA’s Quality of Service (QoS) testing is part of a regular, ongoing process carried out across all mobile operators. Any issues identified through this exercise are addressed as part of our standard operating procedure. Telenor Pakistan is actively working on all observations and remains fully aligned with PTA to ensure timely resolution.
We continue to invest in our network and operational processes to ensure consistent compliance with QoS benchmarks, with a clear focus on delivering a reliable and improved customer experience, it added.
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کوٹلی ازاد کشمیر مین سٹی میں سروس کا بہت زیادہ ایشو ھے چونکہ 2005 کے ابتدائی دنوں میں ٹیلی نار ہی آئ تھی اس لیے اس کے کسٹمر آزاد کشمیر میں زیادہ ہیں مگر سروس نا کے برابر ہے
Yes telenor has been really worsen now. I have 4 connections of it but slow network kills me.
Telenor presently working is very bad sometimes creates a problem with the phone incoming outgoing specially mobile data system is dumb makes not use Telenor through sim in rubbish
Who will monitor PTA QoS ?
Telenor has become the worst network now. 24/7 not available. No data, no phone calls.
Ufone Telenor marger kub hongai jese jazz warid ek hogaye hain
PAT khud ki achaaa services Nahin hai other network kia services denge Telenor Naam rah gaya hai na Koi inter nahe Chalo h nhe he koi call hoti hai
Telenor is the poorest service provider now adays so I think we must leave this and convert to best service provider.
Not only telenor all networks have same issue,ufone and zong are also not working properly in Peshawar