The Pakistan Telecommunication Authority (PTA) has found that cellular mobile operators (CMOs) in Pakistan are only partially meeting the key performance indicators (KPIs) outlined in their licenses and regulations. The findings come from an independent Quality of Service (QoS) survey covering voice services, mobile broadband, and SMS performance across major cities.
Although PTA has conducted these surveys for years, no operator has fully met all the required KPIs. Previously, the regulator issued show-cause notices and sometimes imposed penalties for poor service. However, since August 2023, penalties have not been enforced despite evidence of underperformance. PTA has now directed operators to implement corrective measures to improve service quality.
Survey Scope and Methodology
The QoS survey was conducted in 20 cities across Khyber Pakhtunkhwa, Punjab, Balochistan, and Sindh during the fourth quarter of 2025, from October to December. Routes were carefully selected to cover the largest population areas of each city.
The survey included around 46,000 voice calls and SMS messages, while 330,000 mobile broadband samples were tested. Mobile broadband tests measured throughput, latency, and web browsing performance. Operators’ 4G/LTE signal strength was recorded in auto-detect mode along survey routes.
Key Findings
Voice services and SMS performance were partially compliant with the KPIs, while mobile broadband performance showed similar gaps. Latency, a critical factor affecting user experience, was assessed by measuring the ping between websites and third-party test servers. CMOs also partially met this measure.
PTA’s survey underscores the importance of consistent service quality in Pakistan’s rapidly growing mobile sector. While operators show some compliance, full adherence to regulatory standards remains a challenge.
The regulator has issued directions to the concerned operators for immediate corrective steps. These measures aim to enhance network reliability, reduce latency, and improve overall customer experience.
As mobile internet adoption grows in Pakistan, ensuring robust service quality is crucial for both consumers and the digital economy.
