This week’s article focus on the quality aspects of cellular mobile data services and is a continuation to the last week’s article ‘AITI releases details about the quality of cellular mobile voice services. Here, AITI shares the performance details relating to cellular mobile data services together with recent information on facilities now available for better customer services.
Performance of cellular mobile data services
As the number of users and resulting consumption has grown rapidly, managing the quality of services becomes even more important. Unlike fixed broadband services, the average user experience in this case remains highly dependent on the presence of other active mobile users in the neighbourhood. For example, if there is only one user in the range of a cellular site, the user experience, especially the speed, should be better. As the number of active users grows in that location, the resources get shared and it ultimately results in lower speed experience for all users. But the services by one service provider remain independent from the services by the other. In other words, it is similar to peak-hour traffic on the roads where too many vehicles may slow down each other. Even then, the vehicles on one lane may move faster than the others.
In order to benchmark the average speed per user, test measurements on an extensive scale has been carried out by AITI for the first time in 2013. This exercise simulated an average user moving at medium speed from one location to another during the day. AITI collected the data from nearly 310 kampongs all across the country. Figure 1 shows the results of average data download rates for the two local telcos across the 4 districts in Brunei Darussalam. The average speed measured in the download direction for the two service providers (named as telco-1 and telco-2 for illustrative purposes only). Further, the average speed measured for telco-1 is over 750 Kbps and for telco-2 is over 250 Kbps. Under similar conditions, the user who remains stationary experiences higher average speeds by at least 20 to 25%. However, instant speed may be different at each moment and hence, average values are more important. For example, the top speed measurement during three month long exercise was over 8800 Kbps or 8.8 Mbps at a certain location and time.
Customer Services relating to data services
Like-wise, certain facilities are now available for fixed broadband consumers as well. For example, using ’e-Care’ online portal, TelBru customers may seek enquiry, submit complaints and provide suggestions. All submitted communications may be tracked later using the ticket reference number. By using ‘e-Bill’ the customers may view the past and current bills online and can make online payments through TelBru’s e-payment services. The customers may register for these facilities anytime through the website and it may take about two days for customer verification at TelBru’s end. Moreover, TelBru has also made available ‘e-Bill‘ as mobile service application at App Store or Google Play Store to ease the access for smartphone users.
It is hoped that the information shared would help in creating a better service environment by closer integration of regulatory practices, operational measures and consumer awareness. The next press article in this series shall focus on the introduction of Code of Practice for delivery of quality telecommunications services in Brunei Darussalam.
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