State-run telecom operator BSNL has been unable to provide any SIM card-related services for the past four days, bringing all customer onboarding to a standstill since December 1. The outage has halted the issuance of new SIM cards and duplicate SIMs across the country, severely affecting both new users and existing subscribers who require replacements.
What Triggered the Nationwide Disruption?
The disruption began after Intensethe private firm that developed and maintained BSNL’s SIM issuance application, abruptly shut down its services at midnight on November 30. The contract between BSNL and the vendor had expired, and the company reportedly discontinued operations after BSNL failed to clear pending payments over the last four months, with arrears running into lakhs of rupees.
The mobile application, called Communication Aadhaarhas been used by BSNL employees for the last six years to capture customer data and issue SIM cards in real time. With the app going offline, frontline staff are now left without any functional system to process SIM-related requests.
Customers Left Stranded at Service Centres
The outage has triggered a wave of frustration across BSNL exchanges and customer service centres. Large numbers of customers have been turning up daily to file complaints, only to be told that SIM services are temporarily unavailable.
Those seeking duplicate SIMs—especially customers who lost phones or have damaged SIM cards—have been hit the hardest, as they are left without connectivity altogether. Staff members are attempting to pacify irate visitors, explaining that the outage is a nationwide technical disruption and not a local failure.
Data Flow and Security Questions Emerge
The Sanchaar Aadhaar app functioned as the primary data collection tool, with captured information being transferred to BSNL’s internal SIM inventory system, Sancharsoft. However, before reaching BSNL’s portal, all customer data passed through Intense’s servers.
This architecture has raised serious questions about data access and control, as the private company effectively had visibility into sensitive customer information throughout the verification and onboarding process.
BSNL’s In-House App Under Development
In response to the crisis, BSNL has stated that its IT division is now developing an in-house replacement application. The development work is currently being handled under the Kerala Circle BSNL. Officials have indicated that the new app will be launched “soon,” though no fixed timeline has been disclosed yet.
A Deeper Operational Wake-Up Call
Beyond customer inconvenience, the outage highlights deeper vulnerabilities in BSNL’s operational dependency on third-party vendors for mission-critical services. A four-day national shutdown of SIM services underscores the urgent need for stronger vendor management, redundancy planning, and timely financial governance as the PSU attempts to modernise and stay competitive.
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