Airtel and Telkom Kenya Lag in Service Quality, Warned by Regulator

Communications Authority (CA) has issued a stern warning to Airtel and Telkom Kenya for failing to meet quality of service (QoS) standards for their mobile networks.

The 2022/2023 QoS report reveals that while Safaricom scored an impressive 90%, exceeding the 80% benchmark, both Airtel and Telkom fell short: Airtel with 79% and Telkom with a concerning 65%. This decline represents a significant drop from previous years, highlighting an industry-wide issue.

Airtel and Telkom Kenya fell short on coverage targets and critical QoS indicators, particularly unsuccessful call ratios and data internet access.

The industry average also dropped to 72.4%, compared to 82.3% in the previous year.

The report noted that Nairobi boasts the best QoS at 93.9%, while Laikipia lags at 54%.

It also acknowledges security challenges that prevented assessments in three northern counties of Wajir, Mandera, and Garissa .

The CA has emphasized its commitment to:Monitoring and improving the industry through scientific measurements and analyses, investing in infrastructure and systems to enhance quality of service and enforcing regulatory standards as mandated by the Kenya Information and Communications Act.


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