Customers of Pakistan Telecommunication Company Limited in Karachi have raised concerns after being told they must subscribe to the company’s internet packages or risk losing their landline connections, according to multiple consumer accounts.
Residents in areas such as DHA and Nazimabad say they have been repeatedly contacted by PTCL representatives urging them to shift from traditional copper landlines to fibre-based services bundled with internet packages.
Many users claim they were informed that failure to upgrade would result in disconnection of their landline numbers, some of which they have used for decades.
“Buying PTCL internet would mean paying them the same amount as what I’m paying my private internet provider. I don’t want to lose my landline but I also don’t want to lose my old internet provider,” one customer said.
Another user described the situation as coercive, asking, “Can they do that? It sounds like blackmail.”
Shift to fibre network sparks concerns
The issue appears to stem from PTCL’s ongoing transition from legacy copper infrastructure to fibre-optic networks, which typically require bundled services including internet connectivity.
While fibre networks offer faster speeds and improved reliability, consumers argue that the shift is effectively eliminating standalone landline services.
According to affected users, PTCL has been promoting its fibre packages with incentives such as temporary billing waivers. However, some customers say they were charged upfront despite being told they would not be billed for an initial period.
“Now after my paying them for the package, they promise not to bill me for the coming three months,” one resident said, expressing confusion over the terms.
Others said they continue to receive frequent calls pressuring them to switch, warning that their existing connections may be discontinued if they refuse.
Pakistan’s telecom sector has increasingly shifted toward bundled services, with operators combining voice, internet and television offerings as part of broader digital strategies.
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Consumer rights questions emerge as telecom sector evolves
The controversy has raised questions about consumer choice and regulatory oversight in Pakistan’s telecom industry.
PTCL remains the country’s largest fixed-line provider, operating an extensive network across more than 2,000 cities and towns.
Analysts say the move toward fibre infrastructure is inevitable as older technologies become obsolete. However, they stress that consumers should retain the option to choose services based on their needs.
For many users, particularly older residents, landlines remain essential for communication and security, making the prospect of losing them a major concern.
Industry experts note that similar transitions in other countries have often been accompanied by clear migration policies and consumer protections to prevent forced upgrades.
In Pakistan, however, regulatory clarity on such practices remains limited, leaving consumers uncertain about their rights.
As complaints continue to surface, the issue highlights the challenges of balancing technological upgrades with consumer protection in a rapidly evolving telecom landscape.
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