TRAI takes stock of call drops, network issues post 5G rollout; proposes one QoS regulation for voice and data services

TRAI has stated that it has been receiving several complaints from mobile subscribers regarding call drops and other network-related issues, especially after rollout of 5G services. Although telecom operators have rolled out 5G services in major cities across the country, users still complain of poor network coverage and slow and unreliable internet connectivity. Taking stock of these complaints, the Telecom Regulatory Authority of India (TRAI) has issued a consultation paper on 'Review of Quality-of-Service Standards for Access Services (Wireless and Wireline) and Broadband (Wireless and Wireline) Services' on Friday, 18 August, with an aim to improve call quality and internet speed and coverage.  

Responding to complaints of frequent call drops and poor internet quality, TRAI said that it will review the Quality of service (QoS) and it has issued the consultation paper in this regard. The telecom regulator has sought consultation regarding broadband internet and wireless services, with September 20 being the last date for suggestions and objections, and October 5 being the last day for counter suggestions. The comments and counter-comments can be emailed to gos1@trai.gov.in.

As 4G and 5G networks are providing much wider coverage in the country (as compared to the 2G and 3G networks), the telecom regulator has preposed stringent performance benchmarks for 4G and 5G services, especially related to call drops, to improve consumer experience.

To simplify regulatory framework for QoS, TRAI has proposed to have a single regulation dealing with Quality of Service standards for all voice and data services for both wireline and wireless services. In this regard, it has proposed three regulations to be merged into a single regulation.

It has also porposed to monitor the service provider's performance against its network availability at both state and Union Territory level to ensure that consumers get uninterrupted services.

TRAI releases consultation paper: Salient Points

1. TRAI Act, 1997 mandates the Authority to ensure the quality of Service to protect the interest of the consumers of telecommunication services. Accordingly, TRAI notified following regulations for Quality of Service (QoS) Standards for telecom services.

(i) "The Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone service regulations, 2009

(ii) Quality of Service of Broadband Service Regulations 2006, and,

(iii) The Standards of Quality of Service for Wireless Data Services Regulations 2012. These regulations have been amended from time to time based on induction of new technologies like 4G.

2. TRAI has been receiving number of complaints from the subscribers regarding call drops and other network related issues especially after rollout of 5G services. Upon detailed analysis of quarterly QoS performance reports, the Authority has noted that due to long performance assessment period of a quarter over a large area like LSA, there may be pockets or areas experiencing poor quality of service due to averaging effect while service providers are meeting overall QoS benchmark at LSA level.

3. Accordingly, to have a closer view of the status of QoS, the draft regulations propose monthly QoS performance reporting at State and UT level in addition to at LSA level.

4. The QoS parameters and benchmarks for voice and data services are technology agnostic in present regulations. The relevant terminology for 5G services has also been updated in draft regulations to monitor QoS performance of 5G.

5. As 4G and 5G networks are providing much wider coverage in the country compared to the 2G and 3G networks, the stringent performance benchmarks, especially related to call drops, are preposed for 4G and 5G services to improve consumer experience.

6. The network availability is important requirement for good QoS. Therefore, the performance against service provider's network availability is proposed to be monitored at State and UT level to ensure that consumer get uninterrupted services.

7. To simplify regulatory framework for QoS, it is proposed to have single regulation dealing with QoS standards for all voice and data services irrespective of their access medium i.e., for both wireline and wireless services. Accordingly, present three regulations are proposed to be merged into single regulation.

8. In above context and to address all relevant QoS related issues in a holistic manner, the Authority is issuing this consultation paper for seeking 'stakeholders' comments. Written comments on the consultation paper are invited from the stakeholders latest by 20th September 2023. Counter Comments, if any, may be submitted by 05th October 2023. The comments and counter-comments may be sent, preferably in electronic form on the email address adv- gos1@trai.gov.in.

The circular stated that the consultation paper has been uploaded to TRAI's website — www.trai.gov.in. Anyone seeking any clarification or information, can contact Tejpal Singh, Advisor (QoS- 1) TRAI, at 011-23236516.