Commuters on interstate trains in northern Malaysia encounter persistent connectivity challenges, resulting in dissatisfaction with telecommunication services despite ongoing advancements in network infrastructure and intensified market competition. This study examines the factors shaping commuter satisfaction, focusing on a consumer group whose mobility patterns create distinct service expectations. Based on Expectation–Confirmation Theory (ECT) and the SERVQUAL model, a descriptive qualitative design was employed. Semi-structured interviews were conducted with 15 working adults who regularly commute by train between Penang and neighbouring states. Data were collected via phone conversation and analysed thematically through manual coding. Four interrelated themes emerged: inconsistent network reliability during transit, affordability and perceived value of data plans, responsiveness and trust in customer service, and commuter-specific expectations for tailored solutions. Collectively, these findings demonstrate that satisfaction is shaped by the interactions between technical performance, financial considerations, service responsiveness, and the alignment of services with commuter mobility needs. The study provides practical implications for telecommunication providers, including the design of commuter-oriented data packages, improved coverage along transit routes, and strengthened customer service strategies. Theoretically, it extends the application of ECT and SERVQUAL to the underexplored context of highly mobile consumers, positioning interstate train commuters as a distinct segment whose experiences contribute to further studies on service quality and actionable strategies for enhancing customer satisfaction.