In a recent assessment by the Pakistan Telecommunication Authority (PTA), several Pakistani telecom operators have been found lacking in key performance indicators (KPIs) for Quality of Service (QoS) during the fourth quarter of 2024. The survey, conducted across multiple cities, evaluated operators on metrics such as network coverage, voice call quality, and mobile broadband performance.
The PTA’s independent QoS survey encompassed 23 cities across Sindh, Punjab, Balochistan, and Khyber Pakhtunkhwa, covering approximately 4,000 km per operator over 83 days. The evaluation involved around 0.38 million mobile broadband tests and 57,500 voice call and SMS tests, utilizing automated QoS monitoring tools.
The findings revealed that while there was compliance in upload and download speeds, and improvements in network latency and webpage loading times, certain voice KPIs fell below the licensed thresholds in specific areas. Operators employing advanced technologies like LTE Carrier Aggregation and Voice over LTE demonstrated better service quality. The PTA has instructed these operators to enhance their service quality to meet the established standards.
This report follows previous assessments indicating similar concerns. In the third quarter of 2024, PTA’s QoS survey in 18 cities highlighted that while cellular mobile operators achieved encouraging levels of KPIs concerning voice and latency, they lagged in certain areas due to deteriorating internet and network issues observed throughout the year. Zong secured the top position in most attributes examined, with Jazz, Ufone, and Telenor following in subsequent positions.
The consistent underperformance in key service areas has led to a surge in consumer dissatisfaction. In September 2024 alone, the PTA received 17,324 complaints from telecom consumers against various operators, with issues ranging from poor network coverage to subpar customer service. Although the PTA reported a high resolution rate of 99%, the volume of complaints underscores the pressing need for telecom operators to address service quality deficiencies proactively.
As Pakistan continues to advance in digital connectivity, the imperative for telecom operators to meet and exceed QoS standards becomes increasingly critical. The PTA’s ongoing evaluations and directives aim to ensure that consumers receive reliable and high-quality telecommunication services across the nation.
