On May 22, 2025, users across Thailand experienced a significant nationwide network outage affecting both mobile and home internet services. The disruption, which persisted into the afternoon, caused widespread issues including work interruption, communication breakdowns, and online transaction failures. Social media quickly picked up the hashtag #ทรูล่ม, reflecting the public’s concern and frustration.
True Corporation, formed from Southeast Asia’s largest telecom merger with Total Access Communication (DTAC), had promised to enhance network coverage and service quality. The company, with a market share of over 52% and around 51-52 million mobile users by the end of 2023, aimed to expand 5G services to nearly the entire Thai population. However, recent events have raised questions about the stability and reliability of its infrastructure.
“Two years into the merger, we have seen the combined strength of the two organizations drive solid and sustainable growth,” stated Sigve Brekke, Group CEO of True. He emphasized the company’s ongoing investment, including a 30-billion-baht budget for network expansion in 2025, aimed at building trust and technological innovation.
Despite these efforts, the company’s recent service disruptions have damaged its reputation. The latest outage marked a severe test of its resilience. True’s subscriber numbers have declined slightly, with a decrease of about 638,000 users quarter-over-quarter, primarily among prepaid customers. Nonetheless, its 5G user base continues to grow, reaching over 14 million, indicating ongoing adoption of higher technology services.
The timeline of outages over the past two years shows recurring issues, notably a five-hour outage in May 2024 and an initial 45-minute disruption in February 2023. The latest incident on May 22 resulted in immediate social media backlash and a trending hashtag, demonstrating the public’s increasing scrutiny.
In response to the outage, True issued an official apology and announced compensation for affected customers via SMS, demonstrating a commitment to customer service. The company also met with regulators, specifically the National Broadcasting and Telecommunications Commission (NBTC), to explain the incident and outline future preventive measures.
As True continues to develop its network infrastructure and strive for growth, the recent outages underline the critical need for robust systems and reliable service to maintain consumer confidence and competitive edge.
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