Report: UCC’s Assesses Mobile Communication Services in Uganda

The Uganda Communications Commission (UCC) recently evaluated mobile voice and data services across different Uganda towns. With a focus on the period between August and September 2024, the analysis aimed to understand how users experience these services in everyday scenarios. Places such as commercial areas, health centers, district offices, schools, and residential neighborhoods were the basis of the analysis.

According to the UCC, the assessments were carried out during peak usage hours to capture network performance under high-demand conditions. This effort involved four major mobile service providers: Uganda Telecommunications Corporation Limited (UTCL), operating as UTeL, MTN Uganda Limited, Airtel Uganda Limited, and Tangerine Limited, which operates under the Lycamobile brand. The findings revealed a mix of progress and persistent issues. The analysis showed differences in call quality, network reliability, and data service performance across 30 towns.

UTeL Performance

State-owned UTeL demonstrated significant challenges. Its Dropped Call Rate (DCR) rose from 2.0% in 2022 to 3.3% in 2024, exceeding the 2% regulatory threshold. However, the service provider had an impressive overall Call Setup Success Rate (CSSR) of 98%. This surpassed the 95% minimum standard, despite regional inconsistencies. For example, Kisoro registered a high DCR of 22.7% and a Blocked Call Rate (BCR) of 11.5%. Similar issues were observed in areas like Isingiro, Ntungamo, Mityana, and Mayuge, indicating unreliable service in several regions.

MTN and Airtel Stand Out

MTN and Airtel exhibited superior network performance. They met or exceeded UCC benchmarks in many areas. MTN achieved a CSSR of 99% and reduced its DCR from 0.8% in 2022 to just 0.1% in 2024. Remarkably, no dropped or blocked calls were recorded in Mubende. Airtel also improved, with its CSSR increasing from 97% in 2022 to 99% in 2024. Its DCR dropped from 0.8% to 0.2%. However, some locations, such as Gulu, Masindi, and Mbarara, reported blocked calls exceeding the 2% allowable limit.

Lycamobile’s Mixed Results

Lycamobile’s performance was inconsistent. Its CSSR fell from 88% in 2023 to 69% in 2024, well below the 95% target. However, its DCR remained relatively low, ranging between 0.1% and 0.5%, suggesting stable calls once connected but difficulties in initiating them.

Data Performance Disparities

The report also examined data service metrics, uncovering notable differences. MTN led with an average download speed of 16.3 Mbps. It was followed by Airtel at 15.5 Mbps. Lycamobile trailed significantly at 5.3 Mbps. Latency figures were highest for Lycamobile at 84 milliseconds, compared to 69 milliseconds for both MTN and Airtel, impacting real-time applications like video calls. Additionally, Lycamobile’s data packet loss stood at 16.3%, an improvement from 22.7% in 2023, while Airtel’s packet loss worsened, rising from 5.6% to 16.3%. MTN maintained better performance with an average packet loss of 7.8%.

Challenges and Recommendations

Issues such as high call drop rates, blocked calls, and data inefficiencies were linked to network congestion, poor signal quality, and inadequate infrastructure. These problems hinder communication, business activities, and digital access to underserved regions. Enhanced investments in network capacity and infrastructure are crucial to addressing these challenges.

While MTN and Airtel have set high standards, UTeL and Lycamobile need significant improvements to meet consumer expectations. The UCC emphasized the importance of holding operators accountable and ensuring equitable access to reliable telecommunications services. Reliable connectivity is essential in a digitally driven world, making quality service a necessity rather than a luxury.