The Uganda Communications Commission (UCC) assessed mobile voice and data services in various towns across Uganda between August and September 2024. The evaluation involved measuring network performance in key locations, including commercial centres, health facilities, district headquarters, educational institutions, and residential areas, to gauge how consumers experience these services in everyday settings.
“The tests were performed during peak usage hours to effectively capture network performance when demand is highest,” the UCC stated in their report.
The assessment covered four mobile network operators: Uganda Telecommunications Corporation Limited (UTCL), trading as Utel, MTN Uganda Limited, Airtel Uganda Limited, and Tangerine Limited, known as Lycamobile. The findings presented a mixed performance landscape, revealing advancements and ongoing challenges in call quality, network reliability, and data performance across 30 towns.
State-owned UTeL struggled significantly, with its Dropped Call Rate (DCR) increasing from 2.0% in 2022 to 3.3% in 2024, surpassing the regulatory threshold of 2%. Although the overall Call Setup Success Rate (CSSR) was commendable at 98%, exceeding the minimum of 95%, there were notable regional disparities. For instance, users in Kisoro reported a DCR of 22.7% and a Blocked Call Rate (BCR) of 11.5%. Other areas like Isingiro, Ntungamo, Mityana, and Mayuge also exhibited high DCR percentages, signalling significant service quality inconsistencies.
In contrast, MTN and Airtel showcased robust performance and notable improvements, with both operators meeting or surpassing UCC’s performance benchmarks in several regions. MTN achieved a CSSR of 99%, reducing its DCR from 0.8% in 2022 to just 0.1% in 2024. Notably, MTN operated without any dropped or blocked calls in Mubende. Airtel’s CSSR rose from 97% in 2022 to 99% in 2024, while its DCR fell from 0.8% to 0.2%. However, Airtel faced blocked calls in Gulu, Masindi, and Mbarara, where rates exceeded the 2% allowable limit.
Lycamobile exhibited inconsistent performance, with its CSSR Compliance Rate dipping from 88% in 2023 to 69% in 2024, far below the 95% target. Nonetheless, its Dropped Call Rate stayed relatively low, fluctuating between 0.1% and 0.5%, indicating that while calls were stable once connected, establishing them faced significant challenges.
The report also highlighted data performance disparities among the operators, showcasing variations in download speeds, latency, and data packet loss. MTN led in download speeds with an average of 16.3 Mbps, followed closely by Airtel at 15.5 Mbps, while Lycamobile lagged at merely 5.3 Mbps. Regarding latency, Lycamobile recorded the highest figure at 84 milliseconds, compared to Airtel and MTN’s 69 milliseconds, which is crucial for real-time applications like video calls and online gaming. Lycamobile’s data packet loss was also the highest at 16.3%, although this showed improvement from 22.7% in 2023. Conversely, Airtel experienced a deterioration in data packet loss, which rose to 16.3% from 5.6%, while MTN maintained a better performance with a 7.8% average loss.
Issues with blocked and dropped calls were linked to network congestion, poor signal strength, and infrastructural deficiencies in certain regions. Data performance issues, including high packet loss and latency, stemmed from network inefficiencies and inadequate capacity to meet rising demand. Poor service quality disrupts communication, business operations, and access to digital services, particularly in underserved areas, highlighting the urgent need for enhanced telecommunications infrastructure.
While MTN and Airtel have established high-performance standards, UTeL and Lycamobile must address significant challenges to meet Ugandan consumers’ increasing demands. The UCC’s report emphasizes the importance of accountability and investment in fostering equitable access to reliable telecommunications services throughout the country.
This assessment ensures that service providers remain answerable for meeting regulatory standards and delivering valuable services to their customers. Consumers rightfully expect high-quality and reliable solutions in an era when mobile and internet connectivity are essential for daily life.
