Zong customers in various cities faced significant disruptions to both mobile and data services on October 10 due to the installation of a new Web Management System (WMS). The connectivity issues started around noon, with many users reporting intermittent service and some experiencing a complete blackout. The disruptions affected both individual and corporate customers, sparking complaints across social media platforms.

Zong, one of the leading mobile operators in Pakistan with a 26% market share, responded to customer complaints through its official social media accounts. In a statement on X (formerly Twitter), the company apologized for the inconvenience and reassured users that network services had been restored. “Our network services are now back to normal. We appreciate your patience and understanding,” the company said.

The most severe outages were reported in Karachi, while Islamabad and parts of Khyber Pakhtunkhwa (KP) have already been dealing with network restrictions and signal jamming due to security measures.

A source from the Pakistan Telecommunication Authority (PTA) confirmed to Dawn that the issue stemmed from the final stages of WMS testing, which includes a content filtration system designed to enhance the network’s cybersecurity. “The installation and testing process is almost complete,” the source stated, adding that they aim to ensure improved service quality following the upgrade.

Authorities also warned of potential disturbances in Islamabad in the coming days due to security concerns surrounding the Shanghai Cooperation Organisation (SCO) summit.

PTA noted that firewall and security upgrades are part of a broader effort to protect against cyber threats. These upgrades, expected to be completed by the end of October, may cause temporary service disruptions.