Kathmandu : Nepal Telecom is witnessing a surge in demand for its fibre internet service following tariff increases and the withdrawal of cheaper internet packages by private internet service providers (ISPs).
The state-owned telecom operator’s annual 30 Mbps NT Fibre package, priced at Rs 4,999 with free installation, has emerged as an affordable alternative for customers dissatisfied with rising internet bills. However, the growing demand has also brought complaints about customer support, service quality and the equipment provided with the package.
According to Nepal Telecom, requests for new fibre connections have increased significantly, with demand reportedly rising by as much as three times compared with previous levels. The company has introduced a dedicated hotline and an online portal to manage customer enquiries and installation requests.
Prakshet Thapa Chhetri, assistant spokesperson for Nepal Telecom, said the company had been receiving around 3,000 new connection requests per month during the two preceding months. The number doubled to approximately 6,000 between mid-September and mid-October.
Demand has been particularly strong in densely populated urban areas, including Kathmandu. The company’s Dashain-Tihar promotional offer allows customers to subscribe to a 30 Mbps fibre connection for Rs 4,999 annually, with the installation charge waived.
The offer gained further attention after Prime Minister Balendra Shah shared a promotional poster on his Facebook page on October 9.
“Having the prime minister, who has a large social media following and considerable popularity, promote the offer has been a big help with marketing,” Thapa said, adding that the promotion had helped raise public awareness about the affordable package.
Private internet providers have faced criticism from customers following the removal of packages offering speeds below 50 Mbps and increases in subscription charges. Students and lower-income households are among those affected by the changes.
Consumers have taken to social media platforms, including Facebook and X, to express frustration over what they describe as sudden price hikes and the withdrawal of affordable options.
Anup Thakuri, a WorldLink customer, complained on Facebook that his monthly bill for a 50 Mbps Special BTL package had increased from Rs 1,017 in September to Rs 1,350 in October.
He questioned why the monthly charge had risen so sharply and whether other customers were facing similar increases.
Shankar Karki, an administrator of the Vianet Internet Users Group on Facebook, has also repeatedly criticised the tariff changes, arguing that internet prices have increased substantially while competition among providers has weakened.
He questioned whether the government was adequately addressing the concerns of consumers affected by the price increases.
The Internet Service Providers’ Association of Nepal and representatives of individual service providers could not be reached for comment. Some declined to respond.
Despite the growing interest in Nepal Telecom’s discounted package, some customers have raised concerns about the quality of customer support and the equipment supplied with the connection.
Arjun Tamang of Nuwakot said he attempted to arrange a connection during the Dashain festival but struggled to contact customer support. An automated response informed him that he was 161st in the queue and would have to wait approximately 16 minutes to speak with a representative.
Similarly, Sanjay Mahato of Tandi, Chitwan, said he purchased a one-year Nepal Telecom fibre package on October 17 after private internet providers increased their tariffs.
However, Mahato cautioned other consumers about the router supplied with the Rs 4,999 package. In a social media post, he alleged that customers subscribing to the 30 Mbps plan were receiving older, single-band routers returned by other users, while those choosing the 50 Mbps package were being provided with new dual-band devices.
The allegation has raised questions about whether customers purchasing lower-priced packages are receiving equipment that meets their needs. The claim has not been independently verified.
Responding to concerns about service quality, Thapa said Nepal Telecom was not compromising on its standards. He maintained that the company had sufficient network capacity to accommodate the increase in new connections and that the growing demand would not affect internet speeds or overall service quality.
The company has also reported a sharp increase in calls to its customer hotline, 198, as consumers seek information about packages and new connections.
The growing popularity of Nepal Telecom’s offer followed a regulatory intervention by the Nepal Telecommunications Authority (NTA).
Shortly after Prime Minister Shah promoted the package, the authority fined Nepal Telecom and five other service providers Rs 50,000 each for operating services in breach of licence conditions.
The action followed a report by TechPana that Nepal Telecom had announced the package without obtaining the authority’s approval. Nepal Telecom subsequently issued a statement saying it had already informed the regulator about the offer.
Meanwhile, the debate over internet tariffs continues to grow, with consumers questioning whether the removal of lower-speed packages and the increase in subscription charges are reducing affordable choices in the market.
Although Nepal Telecom’s discounted fibre package has attracted customers seeking lower costs, complaints about support services and router quality indicate that affordability alone may not be enough to satisfy consumers.
The response of private ISPs, the regulator and the government will be crucial in determining whether customers see more affordable internet options and stronger competition in the coming months.
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