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3. Hello… Hello, Everything Is Falling Apart!

Everything is falling apart! It's nearly impossible to normally connect to the web or make a phone call without constant interruptions. To make matters worse, outages and technical failures continue to spread across the country, even though the price hikes needed to sustain the sector have already been enforced. It’s long overdue for urgent action to be taken to restore the telecommunications sector and ensure that the population has access to the quality service it deserves—one that is essential in today’s increasingly connected world.

Mobile telephony in Lebanon, once considered one of the region’s most dynamic and advanced sectors, is now facing significant challenges that are not only impacting users, but also damaging the country’s economy. Frequent network failures, including power outages, slow connections and billing fraud, have become a daily frustration for the Lebanese public. Mobile subscribers regularly report signal drops, service interruptions, failed calls and painfully slow internet speeds—issues that have unfortunately become all too common. The country’s two main mobile phone operators, Alfa and Touch, are struggling to provide a stable service. Network disruptions are frequent, and in some areas, accessing 3G or 4G remains a luxury. Even urban regions, which are supposed to be better served, aren’t exempt from these problems. The decline in service quality is severely affecting the professional and personal lives of the Lebanese, who heavily rely on their phones for communication.

So, what is causing this crisis? The economic downturn, which has become the scapegoat for many of the sector's failures, has made it difficult to import the equipment necessary for the proper functioning and maintenance of mobile networks. The operators have repeatedly claimed that they lack the financial resources to maintain or upgrade their infrastructure. This has resulted in technological stagnation, even as the demand for faster, more reliable connections continues to rise. However, well-informed sources assert to This is Beirut that the operators do, in fact, have the means to maintain, modernize and expand their networks to deliver the high-quality service the Lebanese people deserve.

It’s also important to highlight that the Ministry of Telecommunications, which supports the operators, has made considerable profits from purchase contracts and mobile pricing schemes—tariffs which, before the devaluation of the Lebanese pound, were among the highest in the world. So, where has all this money gone? It’s likely buried in the deep-rooted corruption that runs through every corner of the government.

Alfa's Defense

Telecommunications operator Alpha tells This is Beirut that it has faced significant challenges since 2020, largely due to the ongoing economic crisis. The company also highlights that it has experienced numerous thefts of fuel and equipment across several sites, severely affecting service quality. In 2024, the network was hit by 100 thefts, down from 152 in 2023. Additionally, power rationing has deeply impacted the network's operations. To address these issues, Alfa has implemented solutions such as installing solar panels at 420 sites and adding generators at key locations to ensure continuous power supply (24/7), thus improving both network capacity and service availability.

In defense of its pricing, Alfa explains that the company “adjusted its rates” on July 1, 2022, following the sharp devaluation of the Lebanese pound, in order to maintain service continuity. “This revised pricing represents a 67% reduction compared to pre-crisis rates (with the original price having been cut by two-thirds), based on the Sayrafa platform exchange rate,” states the operator. However, many subscribers continue to express frustration over high bills. In response, Alfa highlights that the current ARPU (average revenue per user) stands at $7.70, more than 65% lower than before the crisis, and “almost 50% below the regional average of $14, noting that Lebanon's energy costs are significantly higher than those in neighboring countries.”

Regarding internet services, Alfa's network is handling unprecedented data traffic, with demand steadily increasing. Data traffic rose by 24% in 2024, while average data consumption per user grew by 12%. Alfa attributes these improvements to its strategy, despite a halt in new investments. The operator also notes that some core network components are currently out of service and require maintenance or replacement. A modernization plan is underway to enhance the network's reliability and preparedness.

During the latest war, Alfa was forced to implement significant measures. An emergency plan was swiftly enacted in low-risk, accessible areas, enabling 99% of sites to be restored within just two weeks. Additionally, a post-war recovery plan is still in progress to restore services at sites that were partially or fully damaged in southern border areas, which were previously inaccessible.

Current service availability stands at over 97%, excluding damaged sites.

As for the rapid data consumption reported by numerous subscribers, Alfa assures that its customer support team is available to review individual requests regarding data usage and offer tailored recommendations based on user habits and device specifications.

Touch, the other mobile phone operator, opted not to respond to our inquiries.

In light of the many issues disrupting internet and mobile communications, meaningful reforms are urgently needed to revitalize a sector that should be a key driver of Lebanon's economy.