The Communications Authority of Kenya (CA) has asked mobile network operators to install more masts in terrain with mountains and valleys to improve their quality of service amid complaints of increased drop calls and weak signals in the regions.
Speaking during the 18th ICT Consumer Forum, dubbed Kikao Kikuu in Nyandarua County Mercy Wanjau, CA’s acting Director-General said mobile penetration in the country is excellent but the quality of service remains the biggest challenge to consumers. Wanjau said that there is a mobile penetration of 109% but most mobile network operators lack quality of voice and data services.
During the forum, Nyandarua County was cited as one of the most affected regions as its topography is characterized by a lot of mountains and valleys. Nyandarua County residents have been experiencing drop voice calls, poor internet connections, and weak signals.
99.7% of the county’s population is covered by 2G while 66.1% of the population using 3G. 61.5% percent of Nyandarua County’s population owns mobile phones.
“At the Authority, quality of service provided to consumers is very dear to our heart. While we have a high mobile penetration of 109.2% in Kenya, The concerns for the quality of these services are still not satisfactory in some areas, Nyandarua county included,” Mrs. Wanjau said.
The County ICT Consumer Forum, organized by CA in partnership by the County governments, enables communication service providers to have a deeper understanding of consumer issues and concerns as directly presented by consumers.
Francis Kimemia, Governor Nyandarua County noted that the County is committed to promoting faster adoption of ICTs and improved network connectivity will enable the residents to effectively leverage on ICTs and boost their socio-economic development.
“We are cognizant that Information and Communication Technologies (ICTs) have an impact on socio-economic development. The focus on ICT utilization and their development is therefore key to support our traditional economic activities and retain our competitiveness, however, this can only be realized through stable networks,” Mr. Kimemia said
According to Section 23 of the Kenya Communications Act, 1998, it is the mandate of the CA to ensure that the licensed telecommunications operators and service providers offer good quality services. This is also in line with the license conditions that obligate licensees to provide good quality service to their customers.
Over the years, the Authority has been releasing the Quality of Service report, measurements in line with global best practice. While QoS improvements have been noticed over the years, none- of the mobile network operators has met the set threshold of measuring the QoS parameters.