NTRA issues mobile network service quality report for Q3 of 2021

In the framework of the National Telecom Regulatory Authority’s “NTRA” keenness on improving the quality of telecom services provided to users, the National Telecommunication Center for Quality of Service Monitoring, subordinate to NTRA, has today issued its report on the third Quarter measurements (Q3) of 2021 (from July to September 2021).

The report covers the voice and internet service quality indicators as provided by telecom operators in Egypt’s market; where quality-measuring tests were conducted on mobile phone service over 81 cities and districts per operator. Technical capacities were also boosted to conduct field measurements, with an aim to reach the third-level administrative divisions at roads, cities and districts. To this end, measurement vehicles were used over the three said months to conduct field scans for distances of more than 100 thousand kilometers. 

It was monitored that 3 areas had witnessed an improvement in service quality by the end of September 2021 in comparison to June of the same year. This improvement was achieved a result of continuous coordination with operators to solve the quality issues of voice and data services.

Below is the total number of cities and districts where voice service quality issues were monitored in Q3 of 2021:

Vodafone: 28 cities and districts, out of 81, were monitored to have poor voice and data service quality; with Cairo on top, followed by Delta and the Suez Canal.

Orange: 44 cities and districts, out of 81, were monitored to have poor voice and data service quality; with Delta on top followed by Upper Egypt and Alexandria.

Etisalat: 32 cities and districts, out of 81, were monitored to have poor voice and data service quality; with Upper Egypt on top followed by Delta and Alexandria.

WE: 33 cities and districts, out of 81, were monitored to have poor voice and data service quality; with Giza on top followed by Alexandria and Delta.

Measurement indicators of voice service quality:

• Call-Block indicator: 

The total number of areas reported to have voice service quality issues, in respect to Call-Block was: 

• 54 areas in July divided as follow: (19 areas for Vodafone – 16 areas for Orange, 8 areas for Etisalat and 11 areas for WE)
• 75 areas in August divided as follow: (5 areas for Vodafone – 27 areas for Orange – 15 areas for Etisalat and 28 areas for WE)
• 70 areas in September divided as follow: (4 areas for Vodafone – 24 areas for Orange, 9 areas for Etisalat and 33 areas for WE)

An improvement in the total number of areas having Call Block issues, in regard to Vodafone, was monitored in September 2021 compared to July 2021. Meanwhile, the total number of areas with Call Block issues in respect to Orange, Etisalat and WE, increased in September 2021 when compared to July of the same year, by eight (8), one (1), and twenty-two (22) areas respectively.  

• Call-Voice Indicator:

It aims to measure the purity of voice during phone calls. The number of areas reported to have voice service quality issues, in respect to Call-Voice indicator, was as follow:

• 3 areas in July divided as follow: (1 area for Orange and 2 areas for WE)
• 3 areas in August divided as follow: (1 area for Orange and 2 areas for Etisalat)
• 6 areas in September divided as follow: (2 areas for Vodafone, 2 areas for Orange and 2 areas for Etisalat)

A noticeable improvement in the total number of areas having call-voice issues, in respect to WE, was monitored in September 2021 when compared to July of the same year. On the other hand, the number of affected areas increased for Vodafone by 2 areas, Orange by 1 area and Etisalat by 2 areas in September 2021 when compared to July of the same year.

• Call-Drop Indicator:

It aims to measure the rate of phone calls successfully completed. The total number of areas reported to have voice service quality issues, in respect to call-drop:

• 8 areas in July divided as follow: (1 area for Vodafone, 1 area for Orange, 3 areas for Etisalat and 3 areas for WE).
• 9 areas in August divided as follow: (1 area for Vodafone, 2 areas for Orange, 4 areas for Etisalat and 2 areas for WE)
• 10 areas in September divided as follow: (1 area for Orange, 6 areas for Etisalat and 3 areas for WE).

An improvement was monitored in the number areas suffering from service quality issues in terms of call-drop for Vodafone in September 2021, compared to July 2021, whereas the number of affected areas remained unchanged for Orange and WE. Meanwhile, the number of areas having call-drop issues was reportedly higher by 3 areas for Etisalat in September 2021, compared to July of the same year.

Download Speed Indicator

• Average download speed 

Average download speed for Vodafone, Orange, Etisalat and WE was relatively stable in September 2021, compared to July of the same year, as follow:

• Vodafone data download speed average witnessed an increase in September 2021 with 27 Mbps/ second, compared to 26 Mbps/ second back in July.
• Orange data download speed average remained stable during Q3 of 2021 with 26 Mbps/ second.
• Etisalat data download speed average remained stable during Q3 of 2021 with 25 Mbps/ second.
• WE data download speed average increased in September 2021 to become 27 Mbps/ second, compared to 26 Mbps/ second back in July.

It’s worth mentioning that the lowest download speed recorded for each operator, given the minimum limit accepted which is 5 Mbps/ second, was actually as follow:  

• Vodafone: 4Mbps/ second from during July and August 2021, and 5Mbps/ second in September 2021. 
• Orange: 6 Mbps/ second during July 2021, and 5Mbps/ second during August and September 2021. 
• Etisalat: 6 Mbps/ second during Q3 of 2021.
• WE: 7 Mbps/ second during Q3 of 2021.

Measures taken by NTRA to improve the service quality level for users:

1. 1. Fines were imposed on mobile operators for violating the telecom service quality standards set forth in the license granted. 

NTRA imposed fines with a value of about EGP 25 million on mobile operators, for violating telecom service quality standards. 

2. 641 new cell sites were operated, post NTRA’s approval, during Q3 of 2021.

NTRA approved 641 new cell sites during Q3 of 2021 by an increasing rate of 62%, compared to Q2. In fact, this step forms a part of NTRA’s new system to speed up the procedures of establishing cell-sites and would have a positive impact on telecom services in Egypt’s market. 

3. Procedures to cover 500 villages of Egypt’s countryside with 4G mobile services have started.  

NTRA have started the procedures to cover 500 villages with 4G mobile services, in the framework of the national project for developing Egypt’s countryside “Haya Karima”, or “Decent Life”, and with an estimated cost of EGP 1.5 billion financed by the Universal Service Fund “USF”. It’s anticipated for works to be accomplished before mid 2022. 

4. New indicator for voice quality standards was added to cope with worldwide indicators. 

A new indicator for voice quality standards was added by NTRA and this is actually the time required for call establishment. In fact, such an indicator consequently improved for Vodafone, Orange, Etisalat and WE, since the time required for establishing calls was reduced by 27% in Q3 of 2021, in comparison to Q2, to 8 seconds at maximum.  

Usage index of mobile internet services in Egypt

Comparison between a random day of September 2021 and September 2020

NTRA issued the report of Mobile Internet consumption Index in September 2021. Average monthly consumption of mobile data reached 2.4 GB by September 2021, by an increasing rate of about 150% compared to the same period of the last year. 

1. Internet navigation and content downloading: It includes navigating different websites such as; news websites, educational websites, etc. It may also include watching and downloading different contents and updating software via internet navigation apps such as, Internet Explorer, Google Chrome, etc. In fact, the number of users reached 33 million, whereas the number of visits was 1.7 billion/day, by increasing rate of about 60% in comparison to September 2020. 

• Social media platforms: The apps and websites where users can post any type of content; whether text, voice, visual or data, and share it with others on platforms such as; Facebook and Twitter. Number of users was 28 million while the number of visits reached 1 billion/day, by an increasing rate of about 16% compared to September 2020.

• Watching entertaining content: Watching movies and TV series via specialized apps and platforms of online streaming, such as, Netflix, Shahid and Watch it. Number of viewers reached 22 million and number of visits was 1 billion/day, by an increasing consumption rate of about 37% compared to September 2020.

• Search engines: Online search via different search apps and websites, like Ask, Bing and Google. Number of searchers reached 29 million with 1.2 billion search operations/day, by an increasing rate of about 29% compared to September 2020.

• Online Chatting: Instant messages sent and received online, whether text, voice, or video messages, via apps like WhatsApp, Telegram, Facebook Messenger, etc. In fact, number of users reached 24 million whereas the number of visits per day achieved 634 million, by an increasing consumption rate of about 163% compared to September 2020.

• Online games:  Video games played online, such as PlayStation Xbox, etc. Number of gamers reached 15 million with 161 million visits/day, whereas usage rate declined by 20% compared to September 2020.

• Remote meetings: Educational, official or business meetings held online via apps such as, Zoom, Microsoft Teams and Hangout. Number of users attained 1.2 million with 255 million visits/day. In fact, usage rate of online meetings declined by about 21% in comparison to September 2020.

• Entertaining video footage: Short entertaining voice/ music video footages uploaded and shared by users via apps like TikTok, Likee etc. Number of users who uploaded and shared video footages was 13 million with a total of 234 million visits/day. In fact, usage rate witnessed an increase estimated by 733% compared to September 2020.

• Online shopping: Products or services purchased online via different shopping apps and websites such as, Amazon, Jumia, etc. Number of online shoppers reached 5 million, whereas the number of e-shopping visits reached 51 million/day, by an increasing consumption rate of about 59% in comparison to September 2020.

• E-mail: Mails sent or received online such as, Google E-Mail, Yahoo E-Mail, etc. Users of this service were 12 million with 128 million visits/day. Meanwhile, usage rate increased by about 63% compared to September 2020.

• Map search: Searching locations and directions via map apps such as, Google Maps, Here We Go and Waze. Number of users reached 12 million, whereas the number of daily location-search operations attained 82 million, by an increasing rate of about 146% in comparison to September 2020.

• Live Video Streaming: Online streaming or live videos shared with users of social media platforms such as, Facebook, YouTube, etc. Number of video creators on social media platforms reached 96 thousand with 59 thousand visits/day. Furthermore, Usage rate increased by about 278% in comparison to September 2020.