Shortly before the escalation of the Israeli war on Lebanon in early March, Lebanon’s two national telecom operators, Alfa and touch, had activated the Data National Roaming service nationwide.

This service allows subscribers to connect automatically to the other company’s network whenever their own network has no coverage. It is also automatically activated whenever mobile internet services are interrupted on one of the two networks, at no additional cost. Subscribers only need to enable the feature on their devices in order to benefit from it.

Limited Effectiveness

This decision is a necessary step, especially in times of unrest and war.

touch tells SMEX that the activation of the Data National Roaming service aims to improve service quality and expand cellular network coverage, keeping subscribers living in rural and remote areas connected. The service currently covers 110 stations, 34 of which belong to Alfa while 76 belong to touch.

This service may help mitigate the severity of recurring network outages. But not many people know about this service. To increase transparency around their new service, touch could publish explanatory videos, issue regular reports showing usage rates, and conduct surveys to assess the level of uptake and effectiveness, in addition to monitoring any obstacles faced by users.

SMEX, along with a number of local organizations, had consistently called for the activation of this service since the beginning of Lebanon’s economic and financial crisis in 2020, and during the Israeli war that devastated Lebanon in 2024.

An Emergency Fix, Not a Substitute for Investment

touch confirmed to SMEX that Data National Roaming is a permanent service and is not linked to the current circumstances of the war. 

As for its impact on call quality and internet speed, the company notes that “this service is implemented in an intelligent manner: it is mainly limited to rural areas or those with low capacity.” In cities with heavy usage traffic, however, national roaming inevitably affects Quality of Service (QoS) and Quality of Experience (QoE), due to demand exceeding the network’s available capacity. This is why its activation in cities is more limited, explains touch.

touch had already confirmed that it had implemented network capacity upgrades and taken measures to limit the effects of large-scale displacement, including activating additional carriers and upgrading microwave links.

This is the first time a shared service has been activated between Alfa and touch companies. 

SMEX asked whether this service would be considered a substitute for investment in the network and its infrastructure. Meanwhile, touch stressed that “this service does not compensate for the need to develop the network, invest in its infrastructure, and expand its capacity.” 

“The service is used selectively in low-capacity areas to fill coverage gaps, while in cities and densely populated areas, each operator must invest in its own network by adding new sites and carrying out upgrades at the radio and transmission levels.”

Alfa Publishes Figures While Touch Remains Silent

Paradoxically, Alfa declined to answer the questions related to Data National Roaming, limiting itself to announcing the activation of the service on its website and specifying the areas where it had been activated. 

These areas include the North governorate (Akkar, Batroun, Koura, Minieh, Dannieh, and Zgharta), Mount Lebanon (Aley, Baabda, Chouf, Jbeil, Keserwan, and Metn), the Bekaa (Baalbek, Hermel, Rashaya, West Bekaa, and Zahle), the South (Saida, Tyre, and Jezzine), and Nabatieh (Nabatieh, Bint Jbeil, Hasbaya, and Marjaayoun).

But is Data National Roaming enough to reduce communications outages in targeted areas, or is an alternative emergency plan that ensures the continuity of network operations needed?

In the context of monitoring the ongoing aggression and its impact on the telecommunications sector, Alfa published a report (circulated via a WhatsApp statement that was not officially released), outlining how it has been managing network changes under the current exceptional circumstances. The report is based on a 24/7 response plan, with a commitment to ensuring service continuity in coordination with the Ministry of Telecommunications.

According to the company, indicators after one month of war show “a high level of operational and human readiness and an ability to adapt to increasing challenges in order to meet citizens’ needs, particularly in light of displacement and the rise in service usage, especially internet consumption.”

Alfa notes that it handled around 3,000 calls per day through its hotline, processing more than 72,000 calls during the month of March. It also says completed over 80,000 transactions in its stores and recorded more than 13,000 interactions with subscribers through digital channels, including social media, live chat, and WhatsApp.

At the technical level, Alfa stated that the network experienced an overall annual increase of 29% in data usage by the end of March 2026, along with a 12% monthly increase compared to February 2026. Significant increases were recorded in several areas due to displacement, most notably in the Chouf district (101%), followed by Aley (78%), Jezzine (72%), Rashaya (37%), Saida (32%), Beirut (21%), and, lastly, Jbeil and Batroun (17% each).

According to the statement, the company has been responding to these changes through technical measures aimed at accommodating this spike while maintaining service quality and stability. These measures include increasing internet capacity and enhancing 3G and 4G network capabilities in more than 114 sectors, with further expansion underway in 110 additional sectors. The company has also expanded national roaming services for voice and data to cover wider areas.

In areas classified as high-risk, Alfa’s network stations sustained direct damage, in addition to the significant disruptions that affected the telecommunications networks of both mobile operators and Ogero during the previous war and that have not yet been fully repaired.

As for the educational package, Alfa indicated that the free “20 GB” package for remote learning saw a notable uptake among students and teachers.

In contrast, touch has not yet issued a similar report. Its sources have only stated that the company is “focused on action rather than making statements at this time.”

A Response Plan or a Promotional Tool?

According to the telecommunications expert and former CEO of touch Wassim Mansour, what Alfa published is closer to a promotional effort than to an actual report on the state of the network and its subscribers. 

“Without media pressure, this report would not have been issued,” says Mansour. He considers the report insufficient and calls for similar reports to be issued by Lebanon’s Telecommunications Regulatory Authority, devoid of any promotional tone.

Mansour describes the report as “superficial,” arguing that it does not reflect an emergency plan or proactive measures, but merely presents the current situation. He also points out that it is not based on clear, internationally recognized indicators typically used to assess service quality, performance, and investment, nor does it adhere to the standards set by the Global System for Mobile Communications Association (GSMA), which serves as an international reference in the telecommunications sector.

The Ministry of Telecommunications has yet to develop or publish a clear emergency plan for the sector, despite ongoing calls and appeals since the previous war to adopt a comprehensive plan. Such a plan would include extending the validity of prepaid lines, allocating internet packages for journalists, and providing free internet services in shelters. At a time when maintaining connectivity is a fundamental priority, ensuring that people in Lebanon remain connected is essential.
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