Utel, Lycamobile face challenges in Uganda’s mobile network quality assessment

KAMPALA, Uganda — The Uganda Communications Commission has released its latest assessment of mobile voice and data services, evaluating the performance of four major mobile network operators.

The assessment, conducted in 30 towns across Uganda between August and September 2024, measured the quality of services provided by Uganda Telecommunications Corporation Limited, operating as Utel, MTN Uganda Limited, Airtel Uganda Limited, and Tangerine Limited, operating as Lycamobile.

According to the report, Utel’s Dropped Call Rate rose from 2.0% in 2022 to 3.3% in 2024, exceeding the regulatory limit of 2%. The state-owned operator maintained an overall Call Setup Success Rate of 98%, but regional disparities remained a concern.

Users in Kisoro experienced a Dropped Call Rate of 22.7% and a Blocked Call Rate of 11.5%, while Isingiro recorded a Dropped Call Rate of 9.1% and a Blocked Call Rate of 5.2%. Similar issues were identified in towns like Ntungamo, Mityana and Mayuge.

In contrast, MTN Uganda Limited demonstrated strong performance, maintaining a Call Setup Success Rate of 99% and reducing its Dropped Call Rate from 0.8% in 2022 to 0.1% in 2024. In Mubende, MTN achieved flawless performance with no dropped or blocked calls.

Airtel Uganda Limited also showed consistent improvements, with its Call Setup Success Rate improving from 97% in 2022 to 99% in 2024. The operator’s Dropped Call Rate dropped from 0.8% to 0.2%.

Lycamobile’s performance showed inconsistencies, with its Call Setup Success Rate Compliance Rate dropping from 88% in 2023 to 69% in 2024. However, its Dropped Call Rate remained low, ranging between 0.1% and 0.5%.

The report also assessed data performance, revealing notable differences among operators in download speeds, latency and data packet loss. MTN Uganda Limited led in download speeds, averaging 16.3 megabits per second, followed by Airtel Uganda Limited at 15.5 megabits per second. Lycamobile lagged at 5.3 megabits per second.

Latency was highest for Lycamobile at 84 milliseconds, compared to 69 milliseconds for Airtel Uganda Limited and MTN Uganda Limited. Lycamobile also recorded the highest data packet loss at 16.3%, although this was an improvement from 22.7% in 2023.

The Uganda Communications Commission’s report highlights the importance of accountability and investment in ensuring equitable access to reliable telecommunications services across the country. The assessment ensures that service providers are held accountable for meeting regulatory standards and delivering value to customers.