Call drops, weak indoor coverage and patchy mobile data have become part of daily life in Dhaka, as users across different neighbourhoods of the capital say they often have no usable signal at home.
From Mohammadpur to Dhanmondi, and from the Dhaka University area to Agargaon, subscribers of all major operators report the same experience, despite the "reliable 4G" and "5G-ready" claims in telecom marketing.
Pointing the finger at structural problems, mobile network operators say the dense skyline, issues about rooftop and indoor sites, and costly spectrum limit their service quality improvement. Meanwhile, data show that complaints filed with the telecom regulator have more than doubled since 2022, as the government has introduced standard performance benchmarks and is now considering penalties.
Yet for many subscribers, the issue is immediate and personal.
"I don't get any mobile network once I enter my apartment," said Mujibur Rahman of Circular Road. "We have to rely on messaging apps to make calls. Even during emergencies, calls don't go through or we don't receive them."
His neighbour, Numan Ahmed, who works at Gausia Market and uses both Robi and Banglalink SIMs, said neither works reliably indoors. "At home, Banglalink is almost off, and Robi's network often fails."
Near Dhaka University, Grameenphone user Sharmin Ahmed said she experiences two to three dropped calls a week. "Most of the time, I use WhatsApp for voice calls. Even that doesn't always work smoothly."
Adnan Faisal, a Robi subscriber at Mohammadpur area, said his phone frequently switches from 4G to 2G during peak hours at both home and office.
"Recently, the problem has worsened," he said, rating Dhaka's overall service quality "highest six out of ten."
Some users say they have to physically leave their rooms to speak on the phone.
"Every time I receive a call, I have to go to the balcony because the person on the other end can't hear my voice," said Tanjeen Ferdous Ahmed, another Robi customer.
Shah Alam, a Banglalink user of Green Road, said he gets no signal at all inside his apartment.
Al Amin Khan, a Grameenphone subscriber, said he experiences call drops at least two to three times a week while moving around different parts of Dhaka.
Telecom analysts have time and again pointed out that Dhaka's dense high-rise environment and overloaded base stations can weaken indoor signals. But many users argue that today's problems go beyond typical urban challenges, and that they feel the networks are failing more often, not improving.
While operators talk about state-of-the-art networks, Dhakaites say they are still struggling to complete the most basic function of a mobile phone -- making a call.
The Bangladesh Telecommunication Regulatory Commission (BTRC) data also shows that the number of customer complaints is rising every year.
In 2022, the BTRC, through its toll-free short code 100, where customers can file complaints, received 7,144 complaints against mobile operators. The number increased to 10,564 in 2023, 11,408 in 2024, and 9,258 as of October 2025.
Officials say more than 98 percent of complaints about private operators are resolved, though fewer than 80 percent of Teletalk's issues are addressed. But among the dozen users interviewed for this report, none were aware that a formal complaint mechanism even existed.
"I don't know such a system exists," said mobile user Md Asad.
Operators frame the issue differently. Robi maintains that it has found no technical issues in the areas mentioned by users.
"We have not found anything regarding the call quality of Robi in the given areas through our internal investigation. Therefore, no comment in this regard at the moment," said Shahed Alam, chief corporate and regulatory officer of Robi Axiata PLC.
Banglalink acknowledged coverage challenges but blamed infrastructure constraints.
"In many parts of Dhaka, we are unable to install sites because house owners do not grant permission, which directly impacts service quality," said Taimur Rahman, chief corporate and regulatory affairs officer.
He noted that unplanned construction, limited spectrum, and reluctance among operators to share infrastructure also affect indoor coverage.
Rahman said Banglalink has long pushed for full active sharing, including spectrum sharing, and urged the telecom regulator to quickly implement the new policy in this regard.
"Access to more low-band spectrum is also essential for better coverage, but current pricing makes procurement challenging. Additionally, indoor coverage is affected as larger operators are often unwilling to share their infrastructure," he said.
"We are continuously upgrading and modernising our network to bring state-of-the-art technology to Bangladesh and ensure world-class service for our customers," he said, adding that Banglalink is in ongoing discussions with the telecom regulator and other authorities concerned to resolve the issues.
Grameenphone said it is working to ensure a reliable network, particularly in dense urban areas where high traffic demand, unplanned buildings, and limited space for new sites create challenges.
"Dhaka also faces restrictions as many building owners do not permit indoor or rooftop equipment, while major projects like metro rail and the Dhaka airport third terminal require coordinated planning to maintain seamless connectivity," said Tanveer Mohammad, chief corporate affairs officer.
In many cases, he said, landowners are also unwilling to renew leases or agreements, forcing operators to remove existing sites without viable alternatives. On the other hand, tower construction companies face challenges, including misconceptions about radiation-related health risks and legal disputes related to property ownership, when attempting to install new sites.
He noted that rapid urbanisation often obstructs signals even within 200 metres of a site, and that base stations can be blocked by taller surrounding buildings.
Mohammad said, "For example, in Dhaka, buildings vary widely in height. Base stations are typically installed at six to eight stories, but taller surrounding buildings often obstruct their antennas. As a result, customers in nearby areas experience network issues, creating the need for additional sites."
Besides, unauthorised use of repeaters (often known as mobile signal boosters) also creates significant network interference, resulting in poor network quality, he said, adding that in several high-demand zones, especially government office areas, tower companies have yet to receive permission for new installations, slowing improvements despite operators' readiness.
Faiz Ahmad Taiyeb, the special assistant to the chief adviser with executive authority over telecom and ICT, said that until now, there had been no standard KPIs for assessing the quality of cellular mobile operators. "We have now developed one with a sophisticated KPI benchmark," he noted.
Using this new framework, the BTRC has begun nationwide drive tests, and many of the long-standing public complaints about mobile network quality have been reflected in the findings.
"In deep urban, dense urban and rural areas, problems were found in the basic coverage of 4G, including capacity," he said.
The government will now sit with each operator separately and issue specific targets. "Even strict measures, such as fines, may also be taken," he added