Telkom on regulator’s red list after failing quality test, Airtel improves service score
This comes as Airtel Kenya, which was previously flagged alongside Telkom, improved its score from 79 per cent in the previous year to 83.3 per cent, pushing it above the required threshold.
A new report shows that Telkom Kenya is still under the watch of the Communications Authority of Kenya (CA) over poor quality of service. It is now the only mobile network operator on the regulator’s red zone list.
The Communications Authority of Kenya, in its latest Quality of Service (QoS) report for the year ending June 2024, shows that Telkom failed to meet the minimum required score of 80 per cent, registering a performance of 67.6 per cent.
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This comes as Airtel Kenya, which was previously flagged alongside Telkom, improved its score from 79 per cent in the previous year to 83.3 per cent, pushing it above the required threshold.
“Telkom Kenya Limited scored 67.6 per cent and hence failed to meet the minimum KPI threshold of 80 per cent,” wrote CA in the report.
The QoS assessment is based on a set of Key Performance Indicators (KPIs) that include dropped call ratios, call setup time, voice quality, data latency, transfer failure ratio, and SMS completion rates.
Last year, both Airtel and Telkom were issued warning notices by the CA for failing to comply with the required service standards. At that time, only Safaricom had met the threshold, posting a 90 per cent score.
In the current report, Safaricom’s performance slightly declined to 88.1 per cent, although it remains above the benchmark.
Jamii Telecommunications Limited (JTL), which has entered the mobile services market more recently, was not included in the latest assessment.
CA said the company started its services after the current QoS monitoring system had already been put in place.
In an earlier report, the authority had identified ageing base transceiver stations and limited network expansion as key reasons why Airtel and Telkom had been underperforming.
While Airtel appears to have addressed the concerns, Telkom is yet to improve
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