Poor infrastructure holds back Telkom, CA report reveals

The latest report from the Communications Authority of Kenya (CA) reveals a growing gap in mobile network quality between Airtel Kenya and Telkom Kenya, as Telkom remains the only operator failing to meet the regulator’s quality standards.

Airtel improved its quality of service score from 79% last year to 83.3% for the year ending June 2024, successfully clearing the 80% threshold set by the CA.

Meanwhile, Telkom’s performance declined to 67.6%, far below the minimum standard required for mobile operators.

The report’s assessment covers key areas such as call drop rates, voice clarity, call setup times, data transfer success, and SMS delivery.

These are crucial factors for users relying on mobile networks for communication and internet access.

Last year, both Telkom and Airtel were warned by the CA after failing to meet the required benchmarks, with only Safaricom reaching the 90% mark at that time.

This year, Safaricom’s score dipped slightly to 88.1% but remains well above the minimum requirement.

The Communications Authority attributes the poor performance by Telkom partly to outdated network infrastructure and limited expansion of base stations.

The report notes that these issues have hampered Telkom’s ability to improve service quality despite efforts made by other operators.

Jamii Telecommunications Limited was excluded from the evaluation as it started providing mobile services after the current monitoring system was established.

The widening gap in network performance has significant implications for consumers who expect reliable mobile communication and data services.

While Airtel’s improvements demonstrate progress, Telkom’s continuing challenges highlight the need for urgent investment and upgrades to meet customer demands and regulatory standards.