89% mobile subscribers surveyed confirm facing call connection and drop issues; 40% facing them often; 22% using OTT platforms for calls

May 15, 2025, New Delhi: Upgradation of telecommunication infrastructure and rollout of 5G services was expected to bring about a sea change in the quality of connectivity, calls and internet. Has it really happened? Though Airtel has not informed subscribers, according to Downdetector, which monitors and analyses signals from its own sources, the telecom major’s network was down in parts of Delhi, parts of Tamil Nadu and Kerala among other regions earlier this week. Downdetector, a tracking website reported that large number of Airtel users were affected as they experienced poor signal, call drops and internet outages.

From April 1, telecom service providers have started displaying their geospatial coverage maps on their websites as directed by the Telecom Regulatory Authority of India (TRAI). The maps are meant to help consumers know the geographical areas where a particular telecom service provides wireless voice and broadband services. However, no information is available on the quality of service provided. The result is large number of 5G subscribers are forced to buy boosters to improve their internet connectivity.

A LocalCircles survey conducted in 2024 had revealed that out of more than 32,000 people across India, 89% faced call disconnections and call drops over a period of three months, while 38% has experienced that more than a fifth of their calls dropped.

Following a rise in complaints, the TRAI had last year issued new quality of service (QoS) regulations, mandating telecom service providers to ensure better network performance and transparency. The new regulations include new benchmarks for key network parameters, like the Call drop rate must be below 2% and the average latency should be under 100 milliseconds for both 4G and 5G networks over a one-month period. Also, if mobile service outages continue for more than 24 hours, telcos will be directed to compensate mobile phone users with rent rebates and validity extensions.

The telecom regulator had also directed service providers to submit compliance reports from October 1, 2024. Penalties for non-compliance of each QoS benchmark has been fixed at INR 1 lakh. A second offence raises the fine to a maximum of INR 2 lakh, while for subsequent offences it is INR 3 lakh per benchmark. For more effective action, as per the new regulation, TRAI will be monitoring the quality of service (QoS) performance of mobile service monthly instead of quarterly. Telcos are however reluctant to comply with the stringent quality of service (QoS) norms. They have reportedly informed the Department of Telecommunications (DoT) that collection and submission of monthly and site-to-cell-level services data as directed by TRAI should be eased.

With the jump in complaints once again and to find out whether the new regulation and penalties for non-compliance has had any positive impact, LocalCircles has conducted a new survey to find out consumer experience in the last 3 months. The survey received over 56,000 responses from citizens located in 342 districts of India. 64% respondents were men while 36% respondents were women. 45% respondents were from tier 1, 26% from tier 2 and 29% respondents were from tier 3, 4, 5 and rural districts.

89% mobile subscribers surveyed confirm facing call connection and drop issues; 40% face them often

The survey first asked mobile subscribers, “In the last 3 months, approximately what percent of your mobile phone calls have had connection or call drop issues?” Out of 26,852 who responded to the question 20% stated “over 50% of the calls”; 20% stated “20-50% of the calls”; 24% of respondents stated “10-20% of the calls”; 25% of respondents stated “0-10% of the calls” and 11% of respondents stated “Haven’t faced mobile call connection or disruption issues”. To sum up, 89% mobile subscribers surveyed confirmed facing call connection and drop issues; 40% of respondents face them often.

Call connection and drop issues show no improvement in the last 12 months

When comparing the situation in 2024 and now, there appears to have been no improvement in call connection and drop issues in the last 12 months, not even since October when the new regulations came into effect. There has been a slight increase from 17% to 20% of mobile subscribers who have complained about problems with over 50% of the calls. While those who have faced problems in “10-20% of the calls” has dipped from 34% to 24%, there is an increase in the category of those facing problems with “0-10% of the calls” from 17% in 2024 and 25% now. Overall, 89% mobile subscribers surveyed confirm facing call connection and drop issues, same as 12 months ago.

22% citizens surveyed are regularly making Wifi calls (WhatsApp, Facetime, Skype) as they face call connectivity and drop issues

Given the problem with call drops and connectivity issues, the survey asked, “How often are you forced to make a data/ Wifi call (WhatsApp, Facetime, Skype) because you are unable to connect via regular mobile networks?” Out of 15,152 mobile subscribers who responded to the question 32% stated “less than 10% of the times”; 20% of respondents stated “10-20% of the times”; 7% of respondents stated “20-50% of the times”; 15% of respondents stated “over 50% of the times”; 12% of respondents however stated “never (my mobile calls always go through” and 5% of respondents did not give a clear answer. To sum up, 22% citizens surveyed are regularly making Wifi calls (WhatsApp, Facetime, Skype) as they face call connectivity and drop issues.

Consumers continue to rely on OTT platforms to make calls due to poor voice and network quality available via traditional telecom networks

When comparing the new survey response to consumers who continue to rely on OTT platforms to make calls due to poor voice and network quality available via telecom networks there has been some improvement in the services in the last 12 months but not substantially. For instance, those who don’t rely on OTT platforms has risen from 9% a year ago to 12% currently. However, those who rely on OTT platforms to make calls 10-20% of the times has risen from 18% to 29%. Overall, consumers continue to rely on OTT platforms to make calls due to poor voice and network quality available via traditional telecom networks.

42% mobile subscribers surveyed say the mobile network voice quality is worse than the OTT voice call; 32% find it to be similar

The survey next asked mobile subscribers, “When talking via mobile voice connection, how do you generally find the quality of voice as compared to OTT (WhatsApp, Facetime, etc.) platforms?” Out of 14,901 mobile users who responded to the question 20% stated “mobile voice connection is better than OTT”; 43% stated “mobile voice connection is worse than OTT”; 32% stated "both are quite similar” and 5% of respondents did not give a clear answer. To sum up, 42% mobile subscribers surveyed say the mobile network voice quality is worse than the OTT voice call while 32% of those surveyed find it to be similar.

In summary, the survey shows that the new regulations, including the penalty for noncompliance, have so far had little effect on the quality of services being provided by telecom service providers. The result, as the survey shows, is that 89% mobile subscribers surveyed confirm facing call connection and drop issues, same as 12 months ago. The result is that 22% citizens surveyed are regularly making Wifi calls (WhatsApp, Facetime, Skype) as they face call connectivity and drop issues. In fact, those who rely on OTT platforms to make calls 10-20% of the times has risen from 18% to 29% in the last 12 months. As far as the quality of service goes, the survey revealed that 42% mobile subscribers feel the mobile network voice quality is worse than the OTT voice call while 32% of those surveyed find it to be similar.

As not everyone uses the internet or OTT voice call, it is important that mobile network voice quality improves. The telecom regulator, TRAI and the Department of Telecommunications need to ensure that consumers are not forced to rely on OTT platforms to make calls due to poor voice and network quality available via traditional telecom networks.

Survey Demographics

The survey received over 56,000 responses from citizens located in 342 districts of India. 64% respondents were men while 36% respondents were women. 45% respondents were from tier 1, 26% from tier 2 and 29% respondents were from tier 3, 4, 5 and rural districts. The survey was conducted via LocalCircles platform, and all participants were validated citizens who had to be registered with LocalCircles to participate in this survey.