𝐔𝐬𝐞𝐫𝐬 𝐄𝐱𝐩𝐫𝐞𝐬𝐬 𝐅𝐫𝐮𝐬𝐭𝐫𝐚𝐭𝐢𝐨𝐧 𝐀𝐟𝐭𝐞𝐫 𝐓𝐚𝐬𝐡𝐢𝐂𝐞𝐥𝐥 𝐌𝐨𝐯𝐞𝐬 𝐀𝐰𝐚𝐲 𝐅𝐫𝐨𝐦 𝐔𝐧𝐥𝐢𝐦𝐢𝐭𝐞𝐝 𝐈𝐧𝐭𝐞𝐫𝐧𝐞𝐭

… 𝒍𝒊𝒎𝒊𝒕𝒆𝒅 𝒅𝒂𝒕𝒂 𝒂𝒏𝒅 𝒊𝒏𝒄𝒐𝒏𝒔𝒊𝒔𝒕𝒆𝒏𝒕 𝒔𝒆𝒓𝒗𝒊𝒄𝒆 𝒍𝒆𝒂𝒗𝒆 𝒄𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔 𝒇𝒓𝒖𝒔𝒕𝒓𝒂𝒕𝒆𝒅 𝒂𝒏𝒅 𝒔𝒆𝒆𝒌𝒊𝒏𝒈 𝒄𝒍𝒂𝒓𝒊𝒕𝒚

By Tashi Tshewang

The transition by TashiCell from unlimited Fixed Wireless Access Internet Leased Line (ILL)
plans to volume-based packages has left many customers frustrated, citing slower speeds,
restricted data, and unclear communication. While the company maintains that the move was
planned and aimed at improving service quality, users report that the changes have disrupted
daily work, online activities, and overall satisfaction.

TashiCell clarified that older unlimited ILL plans were discontinued from May 2025 following
regulatory approval granted in April 2025, emphasizing that the changes were part of a planned
transition rather than a sudden revision.

The company said customers were informed well in advance through SMS notifications, direct
outreach, media platforms, Bhutan Broadcasting Service (BBS) Television, newspapers, and
official digital channels. Customers were provided sufficient time to migrate to the new plans or
discontinue the service. TashiCell added that the transition complied with regulatory
requirements and broader efforts to manage network capacity effectively.

According to the company, the move to volume-based ILL plans was aimed at enhancing overall
service quality, delivering higher internet speeds, and ensuring fair and responsible usage across
its network. Entry-level speeds have increased to 5 Mbps on 4G and 15 Mbps on 5G, compared
to the previous baseline of 2 Mbps.

TashiCell said the revised plans provide greater data value and cost efficiency, noting that the
Nu. 1,477 plan now includes 300 GB at a lower per-gigabyte rate compared to mobile data
offerings. The company added that truly unlimited ILL services continue to be offered over fiber
in select areas, though wider expansion is constrained by right-of-way and property access
limitations.

Despite TashiCell’s explanations, many customers reported that the new volume-based plans are
restrictive and have affected internet performance.

Rinzin Dema from Thimphu said, “There has been a noticeable difference in internet speed and
reliability since switching to the new plans. The connection feels slower at times, and it
sometimes affects my work and online activities.”

She added, “The new data limits and pricing plans don’t fully meet our needs. Even though fiber
is available in our area, it isn’t performing as expected, and that has been frustrating for my daily
online work and entertainment.”

Tshering from Samdrupjongkhar shared his concerns, saying, “Before purchasing the router, we
were made to sign an agreement which clearly stated that the internet service was unlimited. At
that time, we also clearly informed the TashiCell staff that we were not interested in the service if
it was limited. Based on that assurance and the written agreement, we decided to go ahead with
the purchase.”

He explained that the service had been used as an unlimited connection for nearly 11 months,
with monthly payments of Nu. 1,350 made regularly and without delay. However, he said the
internet speed suddenly became extremely slow in the middle of this month. Upon contacting the
company’s office to report the issue, he was informed that an additional recharge was now
required, which he found confusing and disappointing, as such a condition had not been
communicated earlier.

He added, “Being told now that we need to recharge again goes completely against the
agreement and understanding under which we purchased the router and service. This change was
never explained to us, and it has left us feeling misled.”

Pema Yangzom from Samdrupjongkhar said, “The shift from unlimited to volume-based ILL
plans has been disappointing. I now have to closely monitor my data usage, especially for
streaming and large downloads. While it may help control usage, it lacks the flexibility and
freedom that the earlier unlimited plans offered.”

She noted that the transition process was further affected by limited advance communication.
“The notice on discontinuation of the old plans came late, leaving little time to fully understand
or properly evaluate the new plan options before the changes took effect. The lack of clear
explanations on how the volume-based packages worked also made it harder for customers to
make informed choices,” she said.

She added, “The actual switch to the new plan wasn’t very complicated but the volume-based
packages were not clearly explained, which made it difficult to choose a plan that truly suited my
needs.”

Pelden, a customer from Samtse, also shared, “The sudden drop in internet performance was the
first thing we noticed, with pages taking longer to load and basic online tasks becoming
difficult.”

He explained that the slowdown disrupted daily activities, especially work that depends on stable
connectivity, and prompted him to seek clarification from the service provider.

He added, “Only after reaching out, we learn that our usage had been restricted under the new
plan, which was confusing because we were not prepared for these limitations.”

Pema, who works in a private company in Phuentsholing, said, “My internet connection was
unlimited until December 2025, for which I used to pay Nu 2,700 per month. Even then, the
speed was not what was promised, and the connection was often inconsistent.”

She said that in the last week of December, she received an email informing her that her existing
internet leased line plan would be migrated to a new ILL plan at a revised monthly charge of Nu
2,077, which left her confused about the changes.

She concluded, “I went to the nearest TashiCell office to enquire, where I was told that the
internet speed had been upgraded but the service was no longer unlimited. They explained that I
would be given a monthly data package of around 10 Mbps, and usage would now depend on
how much data I consume.”

According to her, the data package lasted only about twenty days, after which she received a
message stating that her monthly plan had been exhausted. She added, “The internet speed
remains largely the same as before, functioning intermittently and cutting off at times.”

While TashiCell maintains that the transition was planned to improve service quality and ensure
fair usage, many customers continue to experience slower speeds, reduced flexibility, and
confusion over the new volume-based plans. The feedback highlights a gap between company
communication and customer expectations, particularly regarding prior agreements and the
clarity of new packages.