Uganda Communications Commission (UCC) has released a report on a QoS exercise carried out on the five major mobile communications network providers; Airtel, MTN, Orange and UTL, in Uganda. This exercise was carried out during the final quarter of the year 2013 following the one carried out earlier within the year. In the results you will find that Airtel and warid are sill considered as separate mobile networks according to UCC.
According to the report only 22.2% of general customer complaints to all five telcos remain unresolved. Complains fall within one or more of the categories; billing, unsolicited SMS’ and operator calls, quality of service (QoS) issues, mobile money services, value added services, promotions, broadcasting and internet issues among others. The vast majority of complaints are billing related followed by unsolicited text messages and internet complaints in that order.
November 2013 had the highest number of complaints, most of which were against Airtel, closely followed by MTN, then Orange and lastly UTL. You’ll be happy to know that a significant number of these complaints were resolved.
Voice QoS performance
UCC carried out tests on voice call quality on the five telcos by making on net calls between two subscriber hours during the busy hours of the day. The exercise was carried out while driving around Kampala Central Business District and surrounding suburban areas. Their findings are as follows.
A dropped call is one terminated by the network before it is ended by either parties participating in the call. By UCC standards, the maximum allowed proportion of call attempts that may be dropped is 2%.
According to the report, all 5 telcos meet this standard and Orange does a little better than the rest. The percentage dropped call rates for Orange, MTN, Airtel, UTL and Warid are 1.09, 1.28, 1.33, 1.53, and 1.53 respectively.
A blocked call is an unsuccessful call attempt within a network coverage area attributed to network failure. By UCC standards, the maximum allowed proportion of call attempts that may be blocked is 2%.
According to the report, only Orange and MTN met this standard and Warid had the poorest performance of them all. The percentage blocked call rates for Orange, MTN, Airtel, UTL and Warid are 1.04, 1.30, 2.96, 3.39, and 8.85 respectively.
A successful call is one that progresses into conversation until terminated by either one of the call parties participating in the call. By UCC standards, the minimum allowed proportion of call attempts that must be successful is 98%.
Orange and MTN maintain the lead as per the report. The percentage successful call rates for Orange, MTN, Airtel, UTL and Warid are 97.87, 97.42, 95.71, 95.08, 89.73 respectively.