Customers of TashiCell are voicing frustration over changes to their Wi-Fi services, which were once promoted as unlimited. Many say the shift to volume-based internet plans has left them facing data limits and slower speeds. TashiCell says the change was introduced to improve service quality and ensure fair internet usage.
TashiCell, a private telecommunications and internet services provider, recently replaced its unlimited Wi-Fi service with volume-based plans.
While the company says this allows for faster speeds and fairer usage, many users say otherwise.
TashiCell customers BBS talked to said that the once unlimited access now comes with usage restrictions and fluctuating speed.
“When I was in school, mobile data was not enough, which is why I shifted to Wi-Fi. But now, with the volume-based plans, there is no difference between data and Wi-Fi. They say the public was informed, but we were not aware of it,” said Draduk Muensel, a student.
Purna Bdr. Gurung, a Thimphu resident said he has been facing internet issues since the beginning of the year. “When I contacted TashiCell, they told me there were changes to the package. I hope the speed improves after I change my plan.”
Other customers also have similar complaints with many going online to vent their frustrations.
One individual said “the revised plan may offer better speed but the data gets exhausted much earlier than expected and the constant need to purchase booster packs becomes an added burden”
Another said “the main reason customers choose this service is the availability of unlimited data. If your company discontinues it, the very purpose of paying extra for the router and installation charge is defeated.
“Improving speed and service quality should not be a reason to remove unlimited data,” said another customer.
Several users said the revised Wi-Fi plans are misleading, arguing that data caps undermine the purpose. Others added that their data is exhausted well before the end of the billing cycle, forcing them to purchase additional top-ups despite subscribing to plans they believed were unlimited.
Contrary to complaints, TashiCell says customers now receive higher internet speeds at nearly the same prices under the revised plans.
Previously, unlimited plans offered speeds starting at 2 megabits per second. Megabits per second (Mbps) is the standard unit for measuring internet and network speed. The new packages begin at 5 Mbps on 4G and 15 Mbps on 5G networks.
For example, a plan priced at Nu. 1,477 offers 300 gigabytes of data at a speed of 15 Mbps.
Once the data volume is exhausted, the service is not disconnected. Instead, internet speeds are reduced, allowing users to continue accessing the internet at lower speeds.
To restore full speed, customers need to purchase additional data or resubscribe to the same plan.
Some users also complained of slow internet speeds despite strong signal coverage.
But TashiCell explained that signal bars only indicate network coverage, while internet speeds depend on factors such as data usage limits, network congestion, and location.
The company says it is monitoring performance and expanding its network with new towers to improve service.
TashiCell’s unlimited Internet Leased Line plans were discontinued in May last year following regulatory approval from the Bhutan Information Communication and Media Authority or BICMA. The company says the public was also informed before the discontinuation. TashiCell currently has around 35,000 Wi-Fi customers across the country.
Meanwhile, the BICMA office says that they have received one official complaint regarding the matter, but refused to share details.
Deki Lhazom
Edited by Yeshi Gyalsthen
