Malaysian Communications and Multimedia Commission Suruhanjaya Komunikasi dan Multimedia Malaysia
NETWORK PERFORMANCE REPORT 2019
MEASURING MALAYSIA BROADBAND AND VOICE PERFORMANCE
Network Performance Report 2019
PREFACE
This report contains results of measurement conducted by the Malaysian Communication and Multimedia Commission (“MCMC”) on performance of the telecommunication network in delivering broadband and voice services to consumers in Malaysia. The results obtained were from measurement and analysis conducted by the MCMC from January to December 2019.
The type of services covered in this report are wireless (mobile) broadband access service, wired (fixed) broadband access service and public cellular service (voice). Network performance parameters discussed in this report are based on the Commission Determination on the Mandatory Standards for Quality of Service (MSQoS) set forth by the MCMC for all the services mentioned above. Methods of measurements for these services are conducted in accordance to the respective guidelines.
This report is intended to provide consumers and the public with useful information with regards to the network performance of the services, which are presented in a nationwide level. The publishing of this report is also in accordance with the MCMC’s effort to conduct and publish research on quality of service experienced by consumers.
The key parameters measured:
Throughput – refers to how much data can be transferred per unit of time across a network from one location to another, experienced by end user as internet speed. Higher throughput means better internet speeds. Network Latency – refers to the Round Trip Time (RTT) of data transfers on a network, how long it takes for the data to travel to its destination. Lower latency is considered better. Packet Loss – refers to amount of data which was sent but unable to reach its intended destination. Low packet loss indicates the network able to transfer data from the user end to the destination host with high reliability. Call Setup Success Rate (CSSR) – refers to voice calls made by user and successfully established, allowing communication. High CSSR indicates good network accessibility. Dropped Call Rate (DCR) – refers to voice calls made by user and successfully established but was cut off before the speaking parties able to complete the intended call or before any one of them hang up. Low DCR indicates good network retainability.
Additional information on the data:
The data collected and presented in this report concerning wireless and wired broadband only relates to throughput, network latency and packet loss. Other factors relating to the consumer experience of using broadband services (such as traffic management policies, Over-the-Top (OTT) applications, data allowances, customer service, billing etc.) are not covered in this report.
In terms of mobile broadband and voice performance, the result may varies depending on a number of factors including location of the tests, distance from the base station and time of day.
The number of users concurrently accessing a network in the same location or area can also affect service performance. Hence, the performance available to any individual consumer will vary both by time and location.
This report represents information on recorded results of the related service performances during the measurement period at the locations in which tested by the MCMC.
Network Performance Report 2019
CONTENT
Section Page
1 Wireless Broadband Access Service……………………………………………... 1 Nationwide overall performance……………………………………………...... 1 Regional results………………………………………………………………………... 4
2 Wired Broadband Access Service …….………………………………………….. 13 Nationwide overall performance……………………………………………...... 13 Regional results………………………………………………………………………... 15
3 Public Cellular Service ……………….……………………………………...... 23 Designated route results……………………………………………………………… 23 Nationwide results…………………………………………………………………….. 26 Regional results………………………………………………………………...... 27
4 Summary……………………………………………………………………………….. 48
Network Performance Report 2019
1. WIRELESS BROADBAND SERVICE PERFORMANCE
Nationwide overall performance
The MCMC conducted wireless broadband access service measurement nationwide from January 2019 to November 2019. The data collected are presented at an aggregated level across Malaysia in this section. The results of each service provider’s network performance against the mandatory standards requirement are detailed in this section as well.
The network performance parameters stated in the mandatory standards require each service provider must be able to provide:
at least 1 Mbps of download throughput for at least 80% of the time; not more than 250 ms packet round-trip time (RTT) for at least 70% of the time; and packet loss of not more than 3%.
Table 1 describes the results achieved by wireless broadband service providers for the measurement conducted in 2019.
Table 1: Network performance results for wireless broadband service – Nationwide
% of the time % of the time Average Average Service download Packet loss latency ≤ 250 download round-trip Provider throughput % ms throughput time (RTT) ≥ 1 Mbps Celcom 98.10% 99.77% 0.12% 23.17 Mbps 44.50 ms Digi 97.97% 99.07% 0.02% 25.32 Mbps 41.55 ms Maxis 98.76% 99.78% 0.00% 32.32 Mbps 39.15 ms U Mobile 91.67% 99.26% 0.03% 14.40 Mbps 52.56 ms TM/Unifi Mobile 89.29% 99.47% 0.00% 11.26 Mbps 42.73 ms YES 98.16% 98.42% 0.00% 16.24 Mbps 60.09 ms
Based on the throughput requirement stated in the mandatory standards, all service providers were able to deliver more than 1 Mbps for more than 80% of the time. Maxis recorded the highest percentage at 98.76% of the measurement samples which able to deliver more than the required speed of 1 Mbps nationwide. The lowest percentage was recorded for Unifi Mobile at 89.29%.
The average download throughput gives an indication of how well the network able to cope with the demands of data centric users. The higher the average download throughput means consumers would be able to enjoy faster internet speeds for their favorite applications on a mobile device. Figure 1 illustrates the rank of service providers from highest to lowest in terms of average download speeds nationwide.
Meanwhile, the performance of service provider’s network latency and packet loss gives an overview on the network capability to transfer data between one ends to the other. Quick response time is important for other internet activities that require minimal delay such as video calls and fast paced online gaming, and the reliability of the network to deliver packets to the intended destination are equally important for a seamless user experience. Figure 2 illustrates the average packet round-trip time (RTT) and average percentage of packet loss for all service providers nationwide.
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Network Performance Report 2019
Figure 1: Wireless broadband average download speed – Nationwide
Average DL Speed (Mbps)
Maxis 32.32
Digi 25.32
Celcom 23.17
YTL 16.24
U Mobile 14.40
TM/Unifi Mobile 11.26
0.00 5.00 10.00 15.00 20.00 25.00 30.00 35.00
Average DL Speed (Mbps)
Figure 2: Wireless broadband average packet round-trip time and packet loss – Nationwide
Average packet RTT and loss % 70.00 3.00 60.09 60.00 52.56 2.50
50.00 44.50 41.55 42.73 2.00 39.15 40.00 1.50 30.00 1.00 20.00
10.00 0.50
0.00 0.00 Maxis Digi TM/Webe Celcom U Mobile YTL
Average packet RTT (ms) Packet loss %
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Network Performance Report 2019
In summary, based on overall wireless broadband network performance measurement 2019, Maxis has once again maintained its position as the leader for wireless broadband service amongst all service providers by excelling in all criteria that includes download throughput, network latency and packet loss performance. Figure 3 describes the best performers for the relevant criteria.
Figure 3: Wireless broadband best performers based on measurement – Nationwide
Criteria Best overall Best peak Best network Lowest average average download latency packet loss download speed achieved nationwide nationwide speed nationwide
32.31 Mbps 140.87 Mbps 39.15 ms 0%
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Network Performance Report 2019
Regional results
This part of the report describes the aggregated measurement results of download throughput, network latency and packet loss for each state within the respective regions. The measurement focuses on areas that are well populated and expected to have moderate to high number of users. These areas include but not limited to, commercial areas, industrial areas, residential and township areas. The measurement also took samples from areas where users had complaints in regards to broadband services that are within the service providers’ coverage area.
Central Region
The states covered for the measurement in central region were Wilayah Persekutuan Kuala Lumpur & Putrajaya, Selangor and Negeri Sembilan. The following figures will illustrate the outcome of the assessment for wireless broadband service performance for the respective states in terms of download throughput – higher value means faster internet speeds and network latency – lower value means quicker response time.
Figure 4: Average download speed by state in Central Region
Average Download Speed (Mbps)
15.07 4.98 19.29 Negeri Sembilan 33.48 31.91 19.86
15.37 13.05 12.51 Selangor 35.85 25.11 32.45
25.12 15.72 11.74 WP KL & Putrajaya 35.23 21.79 33.02
0 5 10 15 20 25 30 35 40
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
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Network Performance Report 2019
Figure 5: Average network latency by state in Central Region
Average Packet RTT (ms)
44.44 33.44 31.74 Negeri Sembilan 26.77 32.57 37.05
39.98 31.8 28.75 Selangor 24.01 24.82 31.69
30.53 35.52 25.42 WP KL & Putrajaya 22.97 27.63 28.42
0 5 10 15 20 25 30 35 40 45 50
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
Maxis recorded the highest average download speeds and fastest packet RTT for all states in central region. Table 2 summarizes the network performance based on the required standards in central region.
Table 2: Network performance results for wireless broadband service – Central Region
Service % of the time % of the time Packet loss Average Average Provider download latency ≤ 250 % download round-trip throughput ms throughput time (RTT) ≥ 1 Mbps Celcom 99.10% 99.73% 0.21% 30.16 Mbps 32.39 ms Digi 97.81% 99.83% 0.01% 25.32 Mbps 28.34 ms Maxis 99.70% 99.98% 0.00% 35.17 Mbps 24.58 ms U Mobile 90.80% 99.38% 0.00% 13.59 Mbps 28.64 ms TM/Unifi Mobile 94.03% 99.68% 0.00% 12.38 Mbps 32.59 ms YES 99.39% 99.19% 0.00% 18.84 Mbps 38.32 ms
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Network Performance Report 2019
Northern Region
The states covered for the measurement in northern region were Kedah, Perlis, Perak and Pulau Pinang. The following figures show the performance for each state in northern region.
Figure 6: Average download speed by state in Northern Region
Average Download Speed (Mbps)
15.4 11.1 12.66 Penang 27.17 19.27 18.74 15.99 12.74 18.36 Perak 27.33 20.93 16.04
13.24 10.73 16.02 Perlis 34.33 19.98 15.75 13.13 12.43 26.23 Kedah 32.72 26.81 14.32
0 5 10 15 20 25 30 35 40
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
Figure 7: Average network latency by state in Northern Region
Average Packet RTT (ms)
64.23 40.44 42.45 Penang 29.46 36.67 41.74
52.73 35.78 31.04 Perak 32.94 32.93 38.59
56.46 36.92 41.7 Perlis 31.25 31.05 37.31
68.8 32.93 42.38 Kedah 30.54 30.07 38.45
0 10 20 30 40 50 60 70 80
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
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Network Performance Report 2019
Maxis recorded the highest average download speed for all states in northern region, while Digi had the quickest average packet response time in two states i.e. Kedah and Perlis. U Mobile recorded the lowest average network latency in Perak. Table 3 summarizes the network performance in northern region.
Table 3: Network performance results for wireless broadband service – Northern Region
Service % of the time % of the time Packet loss Average Average Provider download latency ≤ 250 % download round-trip throughput ms throughput time (RTT) ≥ 1 Mbps Celcom 98.91% 99.95% 0.26% 16.51 Mbps 39.02 ms Digi 99.23% 99.56% 0.07% 21.65 Mbps 32.68 ms Maxis 100.00% 99.99% 0.00% 29.11 Mbps 31.05 ms U Mobile 96.02% 99.86% 0.01% 18.06 Mbps 39.39 ms TM/Unifi Mobile 91.84% 99.44% 0.00% 11.98 Mbps 36.52 ms YES 99.54% 97.52% 0.00% 14.91 Mbps 60.56 ms
Eastern Region
The states covered for the measurement in eastern region were Kelantan, Terengganu and Pahang. The following figures show the performance for each state in eastern region.
Figure 8: Average download speed by state in Eastern Region
Average Download Speed (Mbps)
16.50 11.08 18.80 Pahang 42.60 33.80 36.10
14.67 11.67 17.90 Terengganu 30.29 33.08 30.40
17.30 6.70 11.72 Kelantan 33.50 31.53 27.45
0 5 10 15 20 25 30 35 40 45
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
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Network Performance Report 2019
Figure 9: Average network latency by state in Eastern Region
Average Packet RTT (ms)
53.31 39.55 52.60 Pahang 27.39 34.89 37.91
52.14 42.52 59.24 Terengganu 39.49 40.28 39.55
56.44 36.34 47.08 Kelantan 34.48 36.23 36.82
0 10 20 30 40 50 60 70
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
Maxis recorded the highest average download speeds in Kelantan and Pahang, while Digi had the highest average download speed in Terengganu. Maxis had the lowest network latency in all states in eastern region. Table 4 summarizes the network performance in eastern region.
Table 4: Network performance results for wireless broadband service – Eastern Region
Service % of the time % of the time Packet loss Average Average Provider download latency ≤ 250 % download round-trip throughput ms throughput time (RTT) ≥ 1 Mbps Celcom 98.59% 99.92% 0.00% 31.62 Mbps 38.09 ms Digi 99.13% 99.30% 0.00% 32.86 Mbps 37.13 ms Maxis 98.59% 99.90% 0.00% 35.91 Mbps 33.79 ms U Mobile 85.76% 99.01% 0.00% 16.32 Mbps 52.97 ms TM/Unifi Mobile 83.23% 99.74% 0.00% 10.01 Mbps 39.47 ms YES 100.00% 99.09% 0.00% 16.15 Mbps 53.96 ms
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Network Performance Report 2019
Southern Region
Southern region measurement covered the states of Johor and Melaka. The following figures show the average download speeds and network latency for states in southern region.
Figure 10: Average download speed by state in Southern Region
Average Download Speed (Mbps)
17.11 11.28 11.94 Melaka 35.24 26.27 14.28
20.84 10.53 10.22 Johor 25.45 30.85 20.39
0 5 10 15 20 25 30 35 40
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
Figure 11: Average network latency by state in Southern Region
Average Packet RTT (ms)
52.50 45.09 48.63 Melaka 56.50 44.62 58.81
71.13 45.44 60.50 Johor 56.50 40.28 41.64
0 10 20 30 40 50 60 70 80
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
In terms of average download speed in southern region, Digi recorded the highest in Johor while Maxis had the highest average download speed in Melaka. Digi had the best latency in both states of Johor and Melaka with the lowest average packet RTT. Table 5 summarizes the network performance in southern region.
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Network Performance Report 2019
Table 5: Network performance results for wireless broadband service – Southern Region
Service % of the time % of the time Packet loss Average Average Provider download latency ≤ 250 % download round-trip throughput ms throughput time (RTT) ≥ 1 Mbps Celcom 95.26% 99.51% 0.01% 17.19 Mbps 50.23 ms Digi 98.44% 99.62% 0.01% 28.47 Mbps 42.45 ms Maxis 96.59% 99.11% 0.01% 30.55 Mbps 56.50 ms U Mobile 84.25% 98.80% 0.00% 11.10 Mbps 54.57 ms TM/Unifi Mobile 86.66% 99.48% 0.02% 10.92 Mbps 45.27 ms YES 97.91% 98.82% 0.00% 18.89 Mbps 61.82 ms
Sarawak Region
Measurements were conducted in state of Sarawak involving areas of Kuching, Kota Samarahan, Padawan, Serian, Bintulu and Miri. The following figures illustrate the average download speed and network latency performance of Sarawak.
Figure 12: Average download speed in Sarawak Region
Average Download Speed (Mbps)
10.46 10.61 10.93 Sarawak 36.35 25.79 13.33
0 5 10 15 20 25 30 35 40
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
Figure 13: Average network latency in Sarawak Region
Average Packet RTT (ms)
79.54 61.15 100.29 Sarawak 54.27 76.08 64.74
0 20 40 60 80 100 120
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
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Network Performance Report 2019
Maxis recorded the highest average download speed and the fastest response of packet RTT in Sarawak. Table 6 summarizes the network performance in Sarawak region.
Table 6: Network performance results for wireless broadband service – Sarawak Region
Service % of the time % of the time Packet loss Average Average Provider download latency ≤ 250 % download round-trip throughput ms throughput time (RTT) ≥ 1 Mbps Celcom 97.00% 99.52% 0.01% 13.33 Mbps 64.74 ms Digi 96.28% 95.25% 0.02% 25.79 Mbps 76.08 ms Maxis 96.76% 99.38% 0.00% 36.35 Mbps 54.27 ms U Mobile 95.37% 97.79% 0.10% 10.93 Mbps 100.29 ms TM/Unifi Mobile 94.58% 99.80% 0.00% 10.61 Mbps 61.15 ms YES 89.49% 99.21% 0.00% 10.46 Mbps 79.54 ms
Sabah Region
Measurement in the state of Sabah covered the areas of Kota Kinabalu, Kota Belud, Putatan, Telipok, Kundasang, Sandakan, Semporna and Tawau. The following figures show the average download speed and network latency in the state of Sabah.
Figure 14: Average download speed in Sabah Region
Average Download Speed (Mbps)
14.32 9.71 14.28 Sabah 22.27 16.29 19.27
0 5 10 15 20 25
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
Figure 15: Average network latency in Sabah Region
Average Packet RTT (ms)
79.86 54.29 64.42 Sabah 52.78 50.33 57.27
0 10 20 30 40 50 60 70 80 90
YES TM/Unifi Mobile U Mobile Maxis Digi Celcom
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Network Performance Report 2019
Maxis recorded the highest average download speed in Sabah, while Digi had the quickest response in terms of packet RTT. Table 7 summarizes the network performance in Sabah region.
Table 7: Network performance results for wireless broadband service – Sabah Region
Service % of the time % of the time Packet loss Average Average Provider download latency ≤ 250 % download round-trip throughput ms throughput time (RTT) ≥ 1 Mbps Celcom 97.30% 99.77% 0.07% 19.27 Mbps 57.27 ms Digi 95.68% 99.91% 0.00% 16.29 Mbps 50.33 ms Maxis 98.67% 99.95% 0.01% 22.27 Mbps 52.78 ms U Mobile 90.20% 99.02% 0.09% 14.28 Mbps 64.42 ms TM/Unifi Mobile 87.06% 99.55% 0.00% 9.71 Mbps 54.29 ms YES 97.78% 96.90% 0.00% 14.32 Mbps 79.86 ms
The average download throughput as a whole could be seen as improving, although there’s a slight decrease for Maxis and YES (YTL). It must be noted that test locations may differ from previous year. Table below is the comparison of the average throughput for wireless broadband service for 2018 and 2019.
Table 8: Average download throughput comparison year on year
Service Provider 2018 2019 Difference
Celcom 19.92 Mbps 23.17 Mbps +16.3 % Digi 23.10 Mbps 25.32 Mbps +9.6 % Maxis 35.02 Mbps 32.32 Mbps -7.7 % U Mobile 13.10 Mbps 14.40 Mbps +9.9 % TM/ Unifi Mobile 9.73 Mbps 11.26 Mbps +15.7 % YES 17.52 Mbps 16.24 Mbps -7.3 %
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Network Performance Report 2019
2. WIRED BROADBAND SERVICE PERFORMANCE
Nationwide overall performance
Results for wired broadband performance are illustrated by table shown below. Wired broadband measurements are segregated between two different technologies; Gigabit Passive Optical Networks (GPON) or fibre, and Digital Subscriber Line (DSL). The requirements stated in MSQoS for Wired Broadband include throughput, network latency and packet loss as follows:
Fibre download and upload throughput must be ≥ 90% of subscribed speed for at least 90% of the time. DSL download and upload throughput must be ≥ 70% of subscribed speed for at least 90% of the time. Network latency for both DSL and fibre ping RTT must be ≤ 85 ms for at least 95% of the time and packet loss ≤ 1%.
Table 9 shows the headline result for the key metrics aggregated level across Malaysia for wired broadband access service measured from January to December 2019.
Table 9: Network performance results for wired broadband service – Nationwide
Service Fibre DSL Provider Percentage of time Percentage of time
UL speed DL speed UL speed DL speed Ping Ping Packet Packet ≥ 90% ≥ 90% ≥ 70% ≥ 70% RTT ≤ RTT ≤ loss % loss % subscribed subscribed subscribed subscribed 85 ms 85 ms speed speed speed speed Maxis 93.7% 93.7% 95.4% 0.5% 39.5% 96.6% 96.6% 0.2% Time 95.1% 95.7% 100.0% 0.0% N/A TM 98.8% 92.2% 98.9% 0.2% 100.0% 99.9% 96.2% 1.0%
Broadband test were performed on Maxis, TIME and TM for fiber-optic technologies as a last mile. While test on copper (DSL) as a last mile only involves Maxis and TM. Table 9 above shows all service providers are able to meet the mandatory standard requirement except for Maxis. Maxis was not able to comply with the upload speed parameter for DSL connection.
The measurement conducted is based on various consumers’ subscribed packages ranging from 1 Mbps to 30 Mbps for DSL and 30 Mbps to 1 Gbps for fibre.
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Network Performance Report 2019
Figure 16 below, depicts the average network latency (RTT) performance measured nationwide based on access technologies for each service provider.
Figure 16: Wired broadband average network latency – Nationwide:
Average Packet RTT - Nationwide
Fibre Latency(ms) DSL Latency(ms)
34.6 33.1
16.0 13.4
3.3 N/a
Maxis TIME TM
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Network Performance Report 2019
Regional results
This part of the report describes the aggregated measurement results of download throughput, network latency and packet loss for each state within the respective regions. The measurement also took samples from areas where users had complaints with regards to wired broadband services. The following section shows the wired broadband service performance by states according to the respective parameters.
Central Region
Figure 17: Throughput results for fibre and DSL in Central Region
Throughput Fibre- Central Region Throughput DSL- Central Region
Download Upload Download Upload
98.0% TM 100.0% TM 99.4% TIME 94.8% TIME
99.0% 100.0% Maxis 100.0% Maxis
WP KL Putrajaya & WP 54.4% WP KL Putrajaya & WP
TM 95.9% 100.0% 96.0% TM 100.0% 93.5%
TIME 95.2% TIME
Selangor Selangor 95.5% 100.0% Maxis 98.9% Maxis 30.4%
79.2% TM 99.6% TM 100.0% 100.0%
TIME TIME
98.0% Maxis Maxis Sembilan Negeri Negeri Sembilan Negeri 99.5%
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Network Performance Report 2019
Figure 18: Latency results for fibre and DSL in Central Region
Latency Fibre- Central Region Latency DSL- Central Region
Avg Latency (ms) Avg Latency (ms)
TM 3.9 TM
TIME 3.0 TIME
Maxis 4.9 Maxis 23.9
WP KL Putrajaya & WP KL Putrajaya & WP
TM 4.2 TM 32.5
TIME 3.4 TIME
Selangor Selangor Maxis 18.8 Maxis 34.3
TM 11.4 TM 31.5
TIME TIME
Maxis 8.9 Maxis
Negeri Sembilan Negeri Sembilan Negeri
Figure 19: Packet Loss results for fibre and DSL in Central Region
Packet Loss Fibre- Central Region Packet Loss DSL- Central Region
Packet Loss Packet Loss
TM 0.0% TM
TIME 0.0% TIME
Maxis 0.0% Maxis 0.0%
WP KL Putrajaya & WP WP KL Putrajaya & WP
TM 0.3% TM 0.4%
TIME 0.0% TIME
Selangor Selangor Maxis 0.3% Maxis 0.3%
TM 0.3% TM 1.0%
TIME TIME
Negeri Sembilan Negeri Maxis 0.0% Negeri Sembilan Negeri Maxis
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Network Performance Report 2019
Northern Region
Figure 20: Throughput results for fibre and DSL in Northern Region
Throughput Fibre - Northern Throughput DSL - Northern Region Region
Download Upload Download Upload
76.1% 100.0% TM 100.0% TM 100.0% TIME TIME
Maxis 95.8% Maxis 95.0% PulauPinang 100.0% PulauPinang 100.0% TM 100.0% TM
TIME TIME
Perlis Perlis Maxis Maxis 100.0% 100.0% TM 100.0% TM 100.0%
TIME TIME
Perak Perak Maxis Maxis 100.0% TM 100.0% TM
TIME TIME Kedah 69.1% Kedah Maxis 73.7% Maxis
Figure 21: Latency results for fibre and DSL in Northern Region
Latency Fibre - Northern Region Latency DSL - Northern Region
Avg Latency (ms) Avg Latency (ms)
TM 11.1 TM 26.1 TIME TIME
Maxis 36.1 Maxis 57.1
PulauPinang PulauPinang TM 12.6 TM
TIME TIME
Perlis Perlis Maxis Maxis
TM 6.1 TM 11.7
TIME TIME
Perak Perak Maxis Maxis
TM 10.0 TM
TIME TIME
Kedah Kedah Maxis 14.5 Maxis
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Network Performance Report 2019
Figure 22: Packet Loss results for fibre and DSL in Northern Region
Packet Loss Fibre - Northern Region Packet Loss DSL - Northern Region
Packet Loss Packet Loss
TM 0.2% TM 0.7% TIME TIME Maxis
PulauPinang 0.5% Maxis 0.2% PulauPinang TM 0.0% TM
TIME TIME
Perlis Perlis Maxis Maxis
TM 0.2% TM 0.0%
TIME TIME
Perak Perak Maxis Maxis
TM 0.0% TM
TIME TIME
Kedah Kedah Maxis 2.6% Maxis
0.0% 1.0% 2.0% 3.0% 0.0% 0.2% 0.4% 0.6% 0.8%
Southern Region
Figure 23: Throughput results for fibre and DSL in Southern Region
Throughput Fibre - Southern Region Throughput DSL - Southern Region
Download Upload Download Upload
100.00% 100.00% TM 100.00% TM 100.00%
TIME TIME
Melaka Melaka
94.84% Maxis Maxis 76.01%
78.38% TM 100.00% TM 100.00% 100.00%
TIME TIME
Johor Johor
95.36% Maxis Maxis 91.54%
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Network Performance Report 2019
Figure 24: Latency results for fibre and DSL in Southern Region
Latency Fibre - Southern Region Latency DSL - Southern Region
Avg Latency (ms) Avg Latency (ms)
TM 7.3 TM 32.2
TIME TIME
Melaka Melaka
Maxis 11.9 Maxis
TM 10.0 TM 40.2
TIME TIME
Johor Johor
Maxis 15.3 Maxis
Figure 25: Packet Loss results for fibre and DSL in Southern Region
Packet Loss Fibre - Southern Packet Loss DSL - Southern Region Region Packet Loss Packet Loss
TM 0.00% TM 0.06%
TIME TIME
Melaka Melaka
Maxis 0.00% Maxis
TM 0.02% TM 3.18%
TIME TIME
Johor Johor
Maxis 0.72% Maxis
0.00% 0.20% 0.40% 0.60% 0.80% 0.00% 1.00% 2.00% 3.00% 4.00%
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Network Performance Report 2019
Eastern Region
Figure 26: Throughput results for fibre and DSL in Eastern Region
Throughput Fibre- Eastern Region Throughput DSL- Eastern Region
Download Upload Download Upload
98.0% 100.0% TM 100.0% TM 100.0%
TIME TIME Terengganu Maxis Terengganu Maxis
88.8% 100.0% TM 99.0% TM 100.0%
TIME TIME
Pahang Pahang Maxis Maxis
94.7% 100.0% TM 98.7% TM 100.0%
TIME TIME
Kelantan Kelantan Maxis Maxis
Figure 27: Latency results for fibre and DSL in Eastern Region
Latency Fibre- Eastern Region Latency DSL- Eastern Region
Avg Latency (ms) Avg Latency (ms)
TM 11.3 TM 45.8
TIME 0.0 TIME Terengganu Terengganu Maxis 0.0 Maxis
TM 8.3 TM 16.5
TIME 0.0 TIME
Pahang Pahang Maxis 0.0 Maxis
TM 12.4 TM 25.9
TIME 0.0 TIME
Kelantan Kelantan Maxis 0.0 Maxis
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Network Performance Report 2019
Figure 28: Packet loss results for fibre and DSL in Eastern Region
Packet Loss Fibre- Eastern Region Packet Loss DSL- Eastern Region
Packet Loss Packet Loss
TM 0.0% TM 0.0%
TIME TIME Terengganu Maxis Terengganu Maxis
TM 0.1% TM 0.0%
TIME TIME
Pahang Pahang Maxis Maxis
TM 0.0% TM 9.6%
TIME TIME
Kelantan Kelantan Maxis Maxis
Sabah and Sarawak
Figure 29: Throughput results for fibre and DSL in Sabah and Sarawak
Throughput Fibre- Sabah & Sarawak Throughput DSL- Sabah & Sarawak
Download Upload Download Upload
TM 98.8% 100.0% 99.1% TM 100.0%
TIME TIME
Sarawak Sarawak
Maxis Maxis
98.4% TM TM 99.8%
TIME TIME
Sabah Sabah
Maxis Maxis
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Network Performance Report 2019
Figure 30: Latency results for fibre and DSL in Sabah and Sarawak
Latency (Fibre)- Sabah & Sarawak Latency Fibre- Sabah & Sarawak
Avg Latency (ms) Avg Latency (ms)
TM 24.0 TM 53.1
TIME TIME
Sarawak Sarawak
Maxis Maxis
TM 34.7 TM
TIME TIME
Sabah Sabah
Maxis Maxis
Figure 31: Packet Loss results for fibre and DSL in Sabah and Sarawak
Packet Loss Fibre- Sabah & Packet Loss DSL- Sabah & Sarawak Sarawak Packet Loss Packet Loss
TM 0.3% TM 0.1%
TIME
TIME
Sarawak Sarawak Maxis Maxis
TM 0.1% TM
TIME TIME
Sabah Sabah
Maxis Maxis
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Network Performance Report 2019
3. PUBLIC CELLULAR SERVICE PERFORMANCE
Public Cellular Service (PCS) standards focus on the quality of voice calls. Areas for PCS measurement are divided into two categories; (i) Designated routes and (ii) Nationwide route. Designated routes consist of routes within Putrajaya areas, Cyberjaya areas, MEX highway, KLIA to Subang Airport via ELITE highway and Subang Airport to Jalan Duta via NKVE highway. The Nationwide route consist of route other than the Designated route.
In accordance to Mandatory Standards, two parameters were measured for PCS which are Dropped Call Rate (DCR) and Call Setup Success Rate (CSSR). The mandatory standards state that the DCR must be not more than 3% nationwide and not more than 2% for the Designated routes. Meanwhile, the CSSR must be not less than 95% in all areas.
The results shown in this section are key metrics aggregated across Malaysia for PCS measured from January to December 2019.
Designated Route Result
Measurement for Designated routes were conducted on quarterly basis. Figure 32 shows the overall results for Designated routes on DCR and CSSR.
All service providers met the Mandatory Standards requirements on DCR and CSSR for Designated routes for 2019.
Figure 32: Overall result of Public Cellular Service for Designated Route Assessment
Dropped Call 0.94% 1.72% 0.63% 0.78% Rate (≤ 2%)
Call Setup Success 99.69% 99.69% 99.69% 99.69% Rate (≥ 95%)
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Quarterly results for DCR and CSSR on Designated routes are shown in Figure 34 and 35 below, while the test routes are shown in Figure 36, 37 and 38.
Figure 33: DCR for Designated Routes in Q1, Q2, Q3 and Q4
DCR Designated Routes (%) 3.00%
2.50%
2.22% 1.89%
2.00% 1.84%
1.50% 1.46%
1.26%
1.25%
1.12% 1.12%
1.00%
0.72% 0.72%
0.63%
0.62%
0.61% 0.56%
0.50%
0.00% 0.00% 0.00% Celcom Digi Maxis U Mobile
Q1 Q2 Q3 Q4
Figure 34: CSSR for Designated Routes in Q1, Q2, Q3 and Q4
CSSR Designated Routes (%)
100.00% 100.00% U Mobile 100.00% 98.89%
100.00% 99.28% Maxis 99.38% 100.00%
99.39% 100.00% Digi 100.00% 99.45%
100.00% 98.56% Celcom 100.00% 100.00%
95.00% 95.50% 96.00% 96.50% 97.00% 97.50% 98.00% 98.50% 99.00% 99.50% 100.00%
Q1 Q2 Q3 Q4
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Figure 35: Test route for Putrajaya & Cyberjaya
Figure 36: Test route for MEX Figure 37: Test route for KLIA – Jalan Duta
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Nationwide Result
Nationwide measurement were conducted in all states once every six months. The test routes during the first half are then repeated in the second half to gauge the improvement of network performance.
Figure 39 shows the overall results for Nationwide route based on MSQoS for Public Cellular Services on Dropped Call Rate and Call Setup Success Rate.
All service providers met the Mandatory Standards requirements on Dropped Call Rate and Call Setup Success Rate Nationwide for 2019.
Figure 38: Overall result of Public Cellular Service for Nationwide Assessment
Dropped Call 1.29% 1.72% 1.73% 1.41% Rate (≤ 3%) Call Setup Success 99.18% 99.44% 99.29% 98.59% Rate (≥ 95%)
Figure 39: DCR Nationwide for H1 and H2
Nationwide DCR (%) 3.00%
2.50%
2.00%
1.75% 1.82% 1.50% 1.69% 1.64% 1.38% 1.39% 1.43% 1.00% 1.20%
0.50%
0.00% Celcom Digi Maxis U Mobile
1st half 2nd half
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Network Performance Report 2019
Figure 40: CSSR Nationwide for H1 and H2
Nationwide CSSR (%)
98.51% U Mobile 98.66%
99.26% Maxis 99.33%
99.44% Digi 99.44%
99.23% Celcom 99.13%
95.00% 96.00% 97.00% 98.00% 99.00% 100.00%
1st half 2nd half
Regional results
The following section shows the Dropped Call Rate and Call Setup Success Rate according to regions and states in Malaysia for first half and second half of 2019. The test routes are also included for each of the respective regions.
Central Region
Table 10: Overall results in Central Region
State Service Provider DCR CSSR Celcom 1.07% 99.34% Negeri Digi 1.98% 99.22% Sembilan Maxis 1.33% 99.08% U Mobile 1.65% 98.78% Celcom 1.36% 99.70% Digi 1.50% 99.70% Selangor Maxis 1.13% 99.33% U Mobile 1.06% 99.70% Celcom 0.66% 100.00% Wilayah Digi 1.31% 100.00% Persekutuan Maxis 1.32% 99.56% Kuala Lumpur U Mobile 0.44% 100.00%
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Network Performance Report 2019
Figure 41: DCR in Central Region
DCR Central Region (%) 3.00%
2.00%
1.00%
0.00% U U U Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Mobile Mobile Mobile Negeri Wilayah Persekutuan Selangor Sembilan Kuala Lumpur 1H DCR 0.47% 2.11% 0.73% 0.97% 1.37% 1.19% 0.85% 0.34% 0.75% 1.88% 1.52% 0.00% 2H DCR 1.84% 1.80% 2.06% 2.54% 1.36% 1.75% 1.35% 1.61% 0.52% 0.52% 1.05% 1.04%
1H DCR 2H DCR
Figure 42: CSSR in Central Region
CSSR Central Region (%) 100.00%
99.00%
98.00%
97.00%
96.00%
95.00% U U U Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Mobile Mobile Mobile Negeri Wilayah Persekutuan Selangor Sembilan Kuala Lumpur 1H CSSR 99.76% 98.61% 98.80% 99.52% 99.66% 100.00% 99.33% 100.00% 100.00% 100.00% 100.00% 100.00% 2H CSSR 98.79% 100.00% 99.41% 97.83% 99.73% 99.46% 99.33% 99.47% 100.00% 100.00% 98.96% 100.00%
1H CSSR 2H CSSR
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Figure 43: Test route for Negeri Sembilan
Figure 44: Test route for Selangor
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Network Performance Report 2019
Figure 45: Test route for Wilayah Persekutuan Kuala Lumpur
Northern Region
Table 11: Overall results of Northern Region
State Service Provider DCR CSSR Celcom 1.31% 98.79% Digi 2.98% 99.42% Kedah Maxis 2.15% 99.13% U Mobile 1.29% 98.24% Celcom 0.87% 99.18% Digi 1.63% 99.21% Perak Maxis 2.42% 98.80% U Mobile 1.88% 98.30% Celcom 0.44% 99.35% Digi 1.74% 99.78% Perlis Maxis 0.88% 99.56% U Mobile 1.78% 99.12% Celcom 0.42% 99.48% Digi 0.53% 99.89% Pulau Pinang Maxis 1.56% 99.59% U Mobile 0.31% 100.00%
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Network Performance Report 2019
Figure 46: DCR in Northern Region
DCR Northern Region (%) 3.00%
2.00%
1.00%
0.00% U U U U Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Mobile Mobile Mobile Mobile Kedah Perak Perlis Pulau Pinang 1H DCR 0.98% 3.42% 2.06% 0.89% 0.68% 2.05% 2.94% 2.43% 0.00% 2.02% 1.63% 2.05% 0.21% 0.63% 2.09% 0.41% 2H DCR 1.28% 2.54% 2.25% 1.69% 1.06% 1.24% 1.92% 1.37% 0.95% 1.42% 0.00% 1.46% 0.63% 0.43% 1.04% 0.21%
1H DCR 2H DCR
Figure 47: CSSR in Northern Region
CSSR Northen Region (%) 100.00%
99.00%
98.00%
97.00%
96.00%
95.00% U U U U Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Mobile Mobile Mobile Mobile Kedah Perak Perlis Pulau Pinang 1H CSSR 98.93% 99.61% 99.13% 98.34% 98.94% 98.98% 98.36% 98.54% 99.19% 100.00 99.60% 99.59% 99.58% 99.79% 99.58% 100.00 2H CSSR 98.64% 99.22% 99.13% 98.14% 99.43% 99.43% 99.24% 98.08% 99.53% 99.53% 99.52% 98.56% 99.37% 100.00 99.59% 100.00
1H CSSR 2H CSSR
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Figure 48: Test route for Kedah
Figure 49: Test route for Perak
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Figure 50: Test route for Perlis
Figure 51: Test route for Pulau Pinang
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Figure 52: Test route for PLUS highway
Eastern Region
Table 12: Overall results in Eastern Region
State Service Provider DCR CSSR Celcom 1.84% 99.01% Digi 2.52% 99.63% Kelantan Maxis 1.71% 99.18% U Mobile 1.13% 99.15% Celcom 1.44% 99.51% Digi 1.95% 98.84% Pahang Maxis 2.24% 99.48% U Mobile 1.81% 98.34% Celcom 2.03% 99.36% Digi 2.59% 99.40% Terengganu Maxis 2.43% 99.41% U Mobile 1.59% 97.89%
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Network Performance Report 2019
Figure 53: DCR in Eastern Region
DCR Eastern Region (%) 3.00%
2.00%
1.00%
0.00% U U U Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Mobile Mobile Mobile Kelantan Pahang Terengganu 1H DCR 1.82% 1.93% 1.80% 1.11% 1.45% 1.62% 2.06% 1.83% 2.53% 3.23% 3.20% 1.70% 2H DCR 1.86% 3.23% 1.61% 1.16% 1.43% 2.31% 2.43% 1.79% 1.58% 2.01% 1.74% 1.50%
1H DCR 2H DCR
Figure 54: CSSR in Eastern Region
CSSR Eastern Region (%) 100.00% 99.00% 98.00% 97.00% 96.00% 95.00% U U U Celcom Digi Maxis Celcom Digi Maxis Celcom Digi Maxis Mobile Mobile Mobile Kelantan Pahang Terengganu 1H CSSR 99.71% 99.71% 99.06% 99.00% 99.60% 98.93% 99.47% 97.90% 99.81% 99.32% 99.42% 97.66% 2H CSSR 98.17% 99.54% 99.32% 99.31% 99.41% 98.73% 99.50% 98.82% 98.96% 99.48% 99.39% 98.09%
1H CSSR 2H CSSR
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Network Performance Report 2019
Figure 55: Test route for Kelantan (a)
Figure 56: Test route for Kelantan (b)
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Figure 57: Test route for Pahang (a)
Figure 58: Test route for Pahang (b)
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Figure 59: Test route for Terengganu (a)
Figure 60: Test route for Terengganu (b)
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Network Performance Report 2019
Figure 61: Test route for Terengganu (c)
Southern Region
Table 13: Overall results in Southern Region
State Service Provider DCR CSSR Celcom 1.42% 97.18% Digi 1.31% 99.32% Johor Maxis 1.43% 99.63% U Mobile 0.87% 99.32% Celcom 0.95% 99.44% Digi 0.56% 99.26% Melaka Maxis 1.31% 99.63% U Mobile 1.31% 99.26%
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Network Performance Report 2019
Figure 62: DCR in Southern Region
DCR Southern Region (%) 3.00%
2.00%
1.00%
0.00% Celcom Digi Maxis U Mobile Celcom Digi Maxis U Mobile Johor Melaka 1H DCR 1.41% 1.68% 1.79% 1.10% 0.71% 0.35% 0.71% 0.36% 2H DCR 1.43% 0.91% 1.04% 0.64% 1.20% 0.79% 1.97% 2.35%
1H DCR 2H DCR
Figure 63: CSSR in Southern Region
CSSR Southern Region (%) 100.00%
99.00%
98.00%
97.00%
96.00%
95.00% Celcom Digi Maxis U Mobile Celcom Digi Maxis U Mobile Johor Melaka 1H CSSR 95.83% 99.17% 99.52% 99.27% 99.29% 98.95% 99.30% 99.29% 2H CSSR 98.59% 99.48% 99.74% 99.37% 99.60% 99.61% 100.00% 99.22%
1H CSSR 2H CSSR
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Figure 64: Test route for Johor
Figure 65: Test route for Melaka
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Network Performance Report 2019
Sabah
Table 14: Overall results of Sabah state
State Service Provider DCR CSSR Celcom 1.69% 99.16% Digi 1.20% 99.41% Sabah Maxis 1.50% 98.65% U Mobile 1.80% 97.00%
Figure 66: DCR in Sabah
DCR Sabah (%) 3.00%
2.00%
1.00%
0.00% Celcom Digi Maxis U Mobile Sabah 1H DCR 1.37% 1.11% 1.12% 1.95% 2H DCR 2.00% 1.29% 1.87% 1.65%
1H DCR 2H DCR
Figure 67: CSSR in Sabah
CSSR Sabah (%) 100.00% 99.00% 98.00% 97.00% 96.00% 95.00% Celcom Digi Maxis U Mobile Sabah 1H CSSR 99.49% 99.58% 98.89% 96.40% 2H CSSR 98.84% 99.23% 98.41% 97.59%
1H CSSR 2H CSSR
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Network Performance Report 2019
Figure 68: Test route for Sabah (a)
Figure 69: Test route for Sabah (b)
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Network Performance Report 2019
Figure 70: Test route for Sabah (c)
Figure 71: Test route for Sabah (d)
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Network Performance Report 2019
Sarawak
Table 15: Overall results of Sarawak state
State Service Provider DCR CSSR Celcom 0.70% 99.91% Digi 0.60% 99.91% Sarawak Maxis 0.80% 99.86% U Mobile 1.46% 98.98%
Figure 72: DCR of Sarawak state
DCR Sarawak (%) 3.00%
2.00%
1.00%
0.00% Celcom Digi Maxis U Mobile Sarawak 1H DCR 0.54% 0.27% 0.98% 1.63% 2H DCR 0.88% 0.97% 0.59% 1.27%
1H DCR 2H DCR
Figure 73: CSSR of Sarawak state
CSSR Sarawak (%) 100.00% 99.00% 98.00% 97.00% 96.00% 95.00% Celcom Digi Maxis U Mobile Sarawak 1H CSSR 99.82% 99.91% 99.91% 98.84% 2H CSSR 100.00% 99.90% 99.80% 99.13%
1H CSSR 2H CSSR
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Network Performance Report 2019
Figure 74: Test route Sarawak (a)
Figure 75: Test route for Sarawak (b)
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Network Performance Report 2019
Figure 76: Test route for Sarawak (c)
Figure 77: Test route for Sarawak (d)
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Network Performance Report 2019
4. SUMMARY
Wireless Broadband Service Overall Performance
All wireless broadband service providers were able to maintain the consistency of achieving more that the mandated standards in terms of network performance quality of service. It is important for service providers to be able to meet the baseline of download throughput, network latency and packet loss as required to ensure end-users are able to enjoy a quality wireless broadband experience.
Maxis once again maintained its position as the best wireless broadband service provider based on the measurement conducted in 2019. Maxis recorded the highest average download throughput and the lowest network latency in most of the states in Malaysia. With low packet loss percentage recorded for all service providers, this gives an overview that the network is reliable in delivering data from one end to the other.
Peak download throughput of more than 100 Mbps could be observed in some parts of the measurement locations. The high peak download throughput is achieved in LTE-Advanced coverage areas. Service providers’ continuous effort and investment in expanding the network to deliver LTE-Advanced and beyond is beneficial in the long run for consumers in general as it will greatly improve the download throughput for end-users to experience with their compatible smartphones.
Wired Broadband Service Overall Performance
Overall results have shown improvements for wired broadband service performance across all service providers. TM has successfully complied with all parameters required by the Mandatory Standards. As compared to 2016, where TM failed to comply with 5 parameters and subsequently 3 parameters in 2017. In 2018, TM failed to comply with one parameter only. Over the years, TM has exhibited substantial improvements in enhancing the quality of the internet nationwide.
TIME has consistently complied with all mandatory standards parameters since 2016. For 2019, TIME has shown the highest overall percentage of download speed for fibre, in achieving more than 90% of the subscribers’ subscription package. TIME also managed to achieve on average the lowest network latency for fibre technology.
Within the past 4 years, Maxis has failed to comply with the Mandatory Standards twice. In 2017, Maxis failed the DSL latency standard and now in 2019, the DSL upload speed. Based on the measurements, it was discovered that the main reason for Maxis’ upload speed failure was due to the user’s profile setting, which was not configured as per subscribers’ subscribed speed. Therefore, Maxis should be aware of their customers’ profile configuration and packages subscribed.
Public Cellular Service Overall Performance
All service providers are able to meet the Mandatory Standards of Call Setup Success Rate and Dropped Call Rate for both Nationwide route and Designated route.
All Service providers showed commendable performance in providing voice call services to the subscriber based on overall results. Service providers recorded a Dropped Call Rate between 0.63% - 1.72% in Designated routes and 1.29% - 1.73% in Nationwide route. Meanwhile for Call Setup Success Rate all service providers were able to achieve more than 98% of call connectivity.
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Maxis had the lowest DCR in Designated routes, while Celcom recorded the lowest DCR nationwide. For CSSR, all operator shared the same CSSR result with 99.63% in Designated route. For Nationwide route, Digi recorded the best CSSR with 99.44%.
Based on MCMC’s measurements, some of the issues found causing the Call Dropped and Call Setup Failure were:
o Poor coverage and signal quality due to blocking. o Overshooting cell. o Uplink interference. o Frequency overlapping. o Handover issue. o 3rd party outage (due to fiber cut, power failure etc).
Overall Performance
All operators met the Mandatory Standards for Quality of Service (MSQoS) for 2019 with the exception of Maxis for one parameter on Wired Broadband Access Service which is upload throughput.
Several wireless broadband service providers have re-farmed or in the middle of re-farming part of their 2G and 3G frequency bands to be utilized for LTE. Upgrades on existing LTE network is also underway to support LTE-Advanced which could provide higher throughput, provided the user equipment does support the upgrades.
Although the demands for broadband service are the focus at the moment, PCS standards or voice calls, are measured as there are still quite a number of users who are relying on 2G or 2G/3G only phones for voice calls and do not own smartphones.
In terms of wired broadband technology, fibre broadband is considered to be more reliable compared to DSL broadband. In order for home users to fully utilize the fibre access network, the router needs to have similar or higher capability as the fibre internet package.
- End of report -
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