ONIC, the digital telecommunication brand launched by Ufone, is facing increasing scrutiny and a wave of strong user complaints, with many expressing deep dissatisfaction over significant service degradation, unannounced price hikes, and a persistent failure to resolve critical technical issues within the past month.
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Despite its initial promise of digital-first convenience and competitive packages, recent user feedback paints a grim picture. Numerous complaints, particularly surfacing in late June and July 2025, highlight a concerning decline in network performance and customer satisfaction.
Key Issues Plaguing ONIC Users:
- Deteriorating Internet Speed and Coverage: A recurring grievance among users is the drastic drop in internet speed, with many describing it as “worse than 3G” even in areas where 4G is expected. Network coverage is also cited as significantly poorer compared to other established networks.
- Unilateral Price Increases: Customers report that ONIC has been consistently raising package prices every month, often without clear prior notification or commensurate improvement in service. This has led to feelings of being misled, particularly for “founder club” members who were allegedly promised permanent benefits and discounted rates.
- Unresolved Technical Glitches: A major point of frustration is the apparent inability of ONIC’s customer support to resolve long-standing technical issues. Several users have reported problems with calls not connecting to specific networks (e.g., Zong users being unable to call ONIC numbers) for months, despite repeated complaints and assurances from customer service that the issue has been resolved.
- Lack of Transparency Regarding MVNO Status: While ONIC positions itself as a new, innovative network, the Pakistan Telecom Authority (PTA) has clarified it is a brand owned by Ufone (Pakistan Telecommunication Company), not an independent Mobile Virtual Network Operator (MVNO) with its own license. This has led to questions about transparency and the actual infrastructure backing their service. Many users feel they are essentially paying for Ufone’s coverage, which some consider to be subpar, repackaged under a new name.
- Poor Customer Support: Beyond the technical failures, the responsiveness and effectiveness of ONIC’s customer support have been severely criticized. Users report endless loops of calls and emails with no tangible resolution to their problems, leading to significant frustration and wasted time.
“Extremely terrible and disappointing experience on this network. Internet speed is worse than 3G. Network coverage is worse than all other networks. They keep raising package prices every month,” stated one user in a review dated June 26, 2025. Another user, in a complaint from May 2025, highlighted the persistent issue of Zong users being unable to call their ONIC number, stating, “Despite raising multiple complaints over the past four months, the issue still persists. What’s worse is that customer support repeatedly claims the issue has been resolved, even though nothing has changed.”
While ONIC’s official channels and some earlier reports from its launch praised its digital approach and competitive pricing, the ground reality for many users in July 2025 appears to be starkly different. The mounting complaints suggest a significant gap between the advertised promise and the delivered service, raising serious questions about ONIC’s commitment to customer satisfaction and its long-term viability in Pakistan’s competitive telecom landscape.
