BSNL is preparing to expand its indigenous 5G network after its homegrown 4G services began delivering the expected results. The state-owned telecom operator is also planning to expand its 4G coverage further in the coming months. The move is part of its broader efforts to improve connectivity, strengthen network security and deliver a better customer experience across India.
Speaking on the sidelines of the India Mobile Congress 2026, Vivek Dua, Principal General Manager at BSNL, discussed the company’s plans to move towards next-generation mobile connectivity. He also highlighted new initiatives involving AI-powered customer support, data security and digital communication services. However, BSNL has not announced a nationwide commercial launch date for its indigenous 5G services.
BSNL Prepares To Expand Its Made In India 5G Network
BSNL has been deploying domestically developed 4G technology to reduce its dependence on imported telecom infrastructure. The company is now looking to build on this foundation as it prepares for the next stage of its network expansion.
According to Vivek Dua, the existing 4G network is delivering the results expected by the company. BSNL plans to increase its coverage footprint further as it continues improving connectivity across the country.
The company’s indigenous network strategy is an important part of its telecom modernisation efforts. It is also expected to support the transition towards 5G technology. Earlier government figures indicated that BSNL was rolling out one lakh indigenously developed 4G sites across India, with the infrastructure designed to support future 5G upgrades.
However, the expansion will depend on network readiness and BSNL’s rollout plans. The latest announcement does not confirm when customers across India will be able to access its indigenous 5G services commercially.
AI-Powered Vani Chatbot To Improve Customer Support
Alongside network expansion, BSNL is upgrading its customer support system. The company has enhanced its automated customer interface, Vani, by integrating it more closely with the telecom network’s core infrastructure.
The upgraded chatbot is designed to help subscribers identify connectivity problems and understand network-related issues. It also supports regional-language interactions, allowing customers to explain their problems through voice-based conversations.
For instance, users experiencing connectivity issues could describe their problems to Vani and receive assistance in understanding what might be causing them. Where necessary, they can also register complaints through the system.
This approach could make customer support more accessible, particularly for subscribers who are uncomfortable using conventional digital complaint systems. BSNL expects the integration to help identify issues more efficiently and reduce resolution times. The actual improvement will depend on how effectively the system identifies network problems and assists customers.
BSNL Partners With Saptang To Strengthen Data Security
Network security is another area receiving attention. BSNL has partnered with cybersecurity company Saptang to introduce an indigenous data-filtering mechanism within its core network.
The system is designed to identify and filter potential threats before data traffic reaches users’ devices. By addressing certain security risks at the network level, BSNL aims to improve protection for subscribers regardless of the devices they use.
Unlike security measures that depend entirely on individual smartphones or computers, network-level filtering can help identify certain threats before they reach customers. However, its effectiveness will depend on implementation and its ability to detect harmful traffic without disrupting legitimate communications.
The partnership adds another layer to BSNL’s efforts to modernise its infrastructure while improving the security of its services.
Bharat Sandesh To Connect Users With Organisations
BSNL has also introduced Bharat Sandesh, a two-way digital communication platform designed to connect citizens with government departments and private organisations.
The platform aims to bring communications from services such as banks, electricity providers and water utilities into a unified interface. Users will be able to interact with participating organisations through chat and voice-based features, with AI supporting the experience.
If widely adopted, Bharat Sandesh could make it easier for people to access service updates and communicate with organisations without navigating multiple platforms.
However, its usefulness will depend on how many organisations join the platform and which services they make available. The initiative represents another part of BSNL’s broader push towards technology-driven customer services.
Government Support Remains Important For BSNL’s Expansion
Government support continues to play an important role in BSNL’s network modernisation. The rollout of one lakh indigenous 4G sites is expected to strengthen its coverage while establishing infrastructure that can support future 5G upgrades.
Expanding network coverage will be particularly important as BSNL prepares to introduce next-generation connectivity. The company will also need to maintain network performance, improve customer support and strengthen security as its services reach more users.
Competition from private telecom operators remains a major challenge. BSNL’s ability to deliver reliable connectivity and improve the overall customer experience will be important to its long-term growth.
Conclusion
BSNL is preparing for the next phase of its network expansion after its indigenous 4G services began delivering the expected results. The company is working towards 5G while continuing to expand 4G coverage across India.
Its plans also extend beyond connectivity. The upgraded Vani chatbot, partnership with Saptang and Bharat Sandesh platform highlight its efforts to improve customer support, network security and digital communication.
However, BSNL has yet to announce a nationwide commercial launch date for its indigenous 5G services. The next important step will be turning these plans into wider network availability and a better experience for subscribers.
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