Telecommunication networks do not take care of people’s problems in time
This issue is one of the common problems in Afghanistan. Many people complain that telecom networks are not responsive when problems occur, such as service outages, weak signals, or problems transferring money through mobile services.
Major problems include:
• Poor response to customer complaints: Customer service centers usually handle complaints late.
• Disconnection and connection of services: especially in rural areas and in critical times, services are interrupted.
• Low Internet quality: Low speed and instability of the Internet is one of the main problems.
• High costs: Compared to the quality of service, the costs are high.
Complaints of Afghan people about telecommunication networks
Afghan people’s complaints about telecommunication networks have increased in recent years. Due to the increasing dependence of people on telecommunication services, these problems have had a serious impact on people’s daily lives. Some of the reasons and cases of people’s complaints are as follows:
1. Low quality of service
• Frequent disconnection and disconnection of signal: Many people complain of weak signal, especially in remote and rural areas.
• Poor and Expensive Internet: Internet speed is very low in most networks and 4G or 5G services are not effectively available.
2. High costs
• Many customers believe that the costs of calls, SMS and internet packages are very high compared to the quality of services.
• Services like “Mobile Money” (such as M-Paisa services) also have high fees.
3. Lack of proper response to customers
• Call centers and customer services are often unresponsive or take a long time to resolve issues.
• Many registered complaints remain unfollowed.
4. Disorders caused by the security situation
• Due to the security situation, telecommunications networks are disabled at night or their services are limited.
• This problem is especially seen in war-torn and unstable regions.
5. Money transfer problems and digital services
• Delays in transferring money through mobile systems (such as M-Paisa or AziziPay) have caused widespread dissatisfaction.
• Technical errors or information theft have also been reported in this context.
6. Lack of government supervision
• Many people feel that the Telecommunications Regulatory Authority (ATRA) does not adequately monitor the performance of telecommunication networks and their complaints go nowhere.
If a solution is provided to reduce these problems or more monitoring of these networks is done, public satisfaction can be improved.