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Malaysian Communications and Multimedia Commission Suruhanjaya Komunikasi dan Multimedia Malaysia

NETWORK PERFORMANCE REPORT 2019

MEASURING MALAYSIA BROADBAND AND VOICE PERFORMANCE

Network Performance Report 2019

PREFACE

This report contains results of measurement conducted by the Malaysian Communication and Multimedia

Commission (“MCMC”) on performance of the telecommunication network in delivering broadband and

voice services to consumers in Malaysia. The results obtained were from measurement and analysis

conducted by the MCMC from January to December 2019.

The type of services covered in this report are wireless (mobile) broadband access service, wired (fixed)

broadband access service and public cellular service (voice). Network performance parameters discussed

in this report are based on the Commission Determination on the Mandatory Standards for Quality of

Service (MSQoS) set forth by the MCMC for all the services mentioned above. Methods of measurements

for these services are conducted in accordance to the respective guidelines.

This report is intended to provide consumers and the public with useful information with regards to the

network performance of the services, which are presented in a nationwide level. The publishing of this

report is also in accordance with the MCMC’s effort to conduct and publish research on quality of service

experienced by consumers.

The key parameters measured:

Throughput – refers to how much data can be transferred per unit of time across a network from one

location to another, experienced by end user as internet speed. Higher throughput means better internet

speeds.

Network Latency – refers to the Round Trip Time (RTT) of data transfers on a network, how long it takes

for the data to travel to its destination. Lower latency is considered better.

Packet Loss – refers to amount of data which was sent but unable to reach its intended destination. Low

packet loss indicates the network able to transfer data from the user end to the destination host with high

reliability.

Call Setup Success Rate (CSSR) – refers to voice calls made by user and successfully established,

allowing communication. High CSSR indicates good network accessibility.

Dropped Call Rate (DCR) – refers to voice calls made by user and successfully established but was cut

off before the speaking parties able to complete the intended call or before any one of them hang up. Low

DCR indicates good network retainability.

Additional information on the data:

The data collected and presented in this report concerning wireless and wired broadband only relates to

throughput, network latency and packet loss. Other factors relating to the consumer experience of using

broadband services (such as traffic management policies, Over-the-Top (OTT) applications, data

allowances, customer service, billing etc.) are not covered in this report.

In terms of mobile broadband and voice performance, the result may varies depending on a number of

factors including location of the tests, distance from the base station and time of day.

The number of users concurrently accessing a network in the same location or area can also affect service

performance. Hence, the performance available to any individual consumer will vary both by time and

location.

This report represents information on recorded results of the related service performances during the

measurement period at the locations in which tested by the MCMC.


CONTENT

Section Page

1

Wireless Broadband Access Service……………………………………………...

1

Nationwide overall performance…………………………………………….............. 1 Regional results………………………………………………………………………... 4

2 Wired Broadband Access Service …….………………………………………….. 13 Nationwide overall performance…………………………………………….............. 13 Regional results………………………………………………………………………... 15

3 Public Cellular Service ……………….……………………………………............. 23 Designated route results……………………………………………………………… 23 Nationwide results…………………………………………………………………….. 26 Regional results……………………………………………………………….............

27

4 Summary……………………………………………………………………………….. 48


1

1. WIRELESS BROADBAND SERVICE PERFORMANCE

Nationwide overall performance

The MCMC conducted wireless broadband access service measurement nationwide from January 2019 to

November 2019. The data collected are presented at an aggregated level across Malaysia in this section.

The results of each service provider’s network performance against the mandatory standards requirement

are detailed in this section as well.

The network performance parameters stated in the mandatory standards require each service provider

must be able to provide:

at least 1 Mbps of download throughput for at least 80% of the time;

not more than 250 ms packet round-trip time (RTT) for at least 70% of the time; and

packet loss of not more than 3%.

Table 1 describes the results achieved by wireless broadband service providers for the measurement

conducted in 2019.

Table 1: Network performance results for wireless broadband service – Nationwide

Service Provider

% of the time download throughput ≥ 1 Mbps

% of the time latency ≤ 250

ms

Packet loss %

Average download throughput

Average round-trip time (RTT)

Celcom 98.10% 99.77% 0.12% 23.17 Mbps 44.50 ms

Digi 97.97% 99.07% 0.02% 25.32 Mbps 41.55 ms

Maxis 98.76% 99.78% 0.00% 32.32 Mbps 39.15 ms

U Mobile 91.67% 99.26% 0.03% 14.40 Mbps 52.56 ms

TM/Unifi Mobile 89.29% 99.47% 0.00% 11.26 Mbps 42.73 ms

YES 98.16% 98.42% 0.00% 16.24 Mbps 60.09 ms

Based on the throughput requirement stated in the mandatory standards, all service providers were able to

deliver more than 1 Mbps for more than 80% of the time. Maxis recorded the highest percentage at 98.76%

of the measurement samples which able to deliver more than the required speed of 1 Mbps nationwide.

The lowest percentage was recorded for Unifi Mobile at 89.29%.

The average download throughput gives an indication of how well the network able to cope with the

demands of data centric users. The higher the average download throughput means consumers would be

able to enjoy faster internet speeds for their favorite applications on a mobile device. Figure 1 illustrates the

rank of service providers from highest to lowest in terms of average download speeds nationwide.

Meanwhile, the performance of service provider’s network latency and packet loss gives an overview on

the network capability to transfer data between one ends to the other. Quick response time is important for

other internet activities that require minimal delay such as video calls and fast paced online gaming, and

the reliability of the network to deliver packets to the intended destination are equally important for a

seamless user experience. Figure 2 illustrates the average packet round-trip time (RTT) and average

percentage of packet loss for all service providers nationwide.


2

Figure 1: Wireless broadband average download speed – Nationwide

Figure 2: Wireless broadband average packet round-trip time and packet loss – Nationwide

11.26

14.40

16.24

23.17

25.32

32.32

0.00 5.00 10.00 15.00 20.00 25.00 30.00 35.00

TM/Unifi Mobile

U Mobile

YTL

Celcom

Digi

Maxis

Average DL Speed (Mbps)

Average DL Speed (Mbps)

39.1541.55 42.73 44.50

52.56

60.09

0.00

0.50

1.00

1.50

2.00

2.50

3.00

0.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

Maxis Digi TM/Webe Celcom U Mobile YTL

Average packet RTT and loss %

Average packet RTT (ms) Packet loss %


3

In summary, based on overall wireless broadband network performance measurement 2019, Maxis has

once again maintained its position as the leader for wireless broadband service amongst all service

providers by excelling in all criteria that includes download throughput, network latency and packet loss

performance. Figure 3 describes the best performers for the relevant criteria.

Figure 3: Wireless broadband best performers based on measurement – Nationwide

Criteria Best overall average download speed nationwide

Best peak download speed achieved

Best network latency nationwide

Lowest average packet loss nationwide

32.31 Mbps 140.87 Mbps 39.15 ms 0%


4

Regional results

This part of the report describes the aggregated measurement results of download throughput, network

latency and packet loss for each state within the respective regions. The measurement focuses on areas

that are well populated and expected to have moderate to high number of users. These areas include but

not limited to, commercial areas, industrial areas, residential and township areas. The measurement also

took samples from areas where users had complaints in regards to broadband services that are within the

service providers’ coverage area.

Central Region

The states covered for the measurement in central region were Wilayah Persekutuan Kuala Lumpur &

Putrajaya, Selangor and Negeri Sembilan. The following figures will illustrate the outcome of the

assessment for wireless broadband service performance for the respective states in terms of download

throughput – higher value means faster internet speeds and network latency – lower value means quicker

response time.

Figure 4: Average download speed by state in Central Region

33.02

32.45

19.86

21.79

25.11

31.91

35.23

35.85

33.48

11.74

12.51

19.29

15.72

13.05

4.98

25.12

15.37

15.07

0 5 10 15 20 25 30 35 40

WP KL & Putrajaya

Selangor

Negeri Sembilan

Average Download Speed (Mbps)

YES TM/Unifi Mobile U Mobile Maxis Digi Celcom


5

Figure 5: Average network latency by state in Central Region

Maxis recorded the highest average download speeds and fastest packet RTT for all states in central

region. Table 2 summarizes the network performance based on the required standards in central region.

Table 2: Network performance results for wireless broadband service – Central Region

Service Provider



ms

Packet loss %



Celcom 99.10% 99.73% 0.21% 30.16 Mbps 32.39 ms

Digi 97.81% 99.83% 0.01% 25.32 Mbps 28.34 ms

Maxis 99.70% 99.98% 0.00% 35.17 Mbps 24.58 ms

U Mobile 90.80% 99.38% 0.00% 13.59 Mbps 28.64 ms


YES 99.39% 99.19% 0.00% 18.84 Mbps 38.32 ms

28.42

31.69

37.05

27.63

24.82

32.57

22.97

24.01

26.77

25.42

28.75

31.74

35.52

31.8

33.44

30.53

39.98

44.44

0 5 10 15 20 25 30 35 40 45 50

WP KL & Putrajaya

Selangor

Negeri Sembilan

Average Packet RTT (ms)



6

Northern Region

The states covered for the measurement in northern region were Kedah, Perlis, Perak and Pulau Pinang.

The following figures show the performance for each state in northern region.

Figure 6: Average download speed by state in Northern Region

Figure 7: Average network latency by state in Northern Region

14.32

15.75

16.04

18.74

26.81

19.98

20.93

19.27

32.72

34.33

27.33

27.17

26.23

16.02

18.36

12.66

12.43

10.73

12.74

11.1

13.13

13.24

15.99

15.4

0 5 10 15 20 25 30 35 40

Kedah

Perlis

Perak

Penang



38.45

37.31

38.59

41.74

30.07

31.05

32.93

36.67

30.54

31.25

32.94

29.46

42.38

41.7

31.04

42.45

32.93

36.92

35.78

40.44

68.8

56.46

52.73

64.23

0 10 20 30 40 50 60 70 80

Kedah

Perlis

Perak

Penang




7

Maxis recorded the highest average download speed for all states in northern region, while Digi had the

quickest average packet response time in two states i.e. Kedah and Perlis. U Mobile recorded the lowest

average network latency in Perak. Table 3 summarizes the network performance in northern region.

Table 3: Network performance results for wireless broadband service – Northern Region

Service Provider



ms

Packet loss %



Celcom 98.91% 99.95% 0.26% 16.51 Mbps 39.02 ms

Digi 99.23% 99.56% 0.07% 21.65 Mbps 32.68 ms

Maxis 100.00% 99.99% 0.00% 29.11 Mbps 31.05 ms

U Mobile 96.02% 99.86% 0.01% 18.06 Mbps 39.39 ms


YES 99.54% 97.52% 0.00% 14.91 Mbps 60.56 ms

Eastern Region

The states covered for the measurement in eastern region were Kelantan, Terengganu and Pahang. The

following figures show the performance for each state in eastern region.

Figure 8: Average download speed by state in Eastern Region

27.45

30.40

36.10

31.53

33.08

33.80

33.50

30.29

42.60

11.72

17.90

18.80

6.70

11.67

11.08

17.30

14.67

16.50

0 5 10 15 20 25 30 35 40 45

Kelantan

Terengganu

Pahang




8

Figure 9: Average network latency by state in Eastern Region

Maxis recorded the highest average download speeds in Kelantan and Pahang, while Digi had the highest

average download speed in Terengganu. Maxis had the lowest network latency in all states in eastern

region. Table 4 summarizes the network performance in eastern region.

Table 4: Network performance results for wireless broadband service – Eastern Region

Service Provider



ms

Packet loss %



Celcom 98.59% 99.92% 0.00% 31.62 Mbps 38.09 ms

Digi 99.13% 99.30% 0.00% 32.86 Mbps 37.13 ms

Maxis 98.59% 99.90% 0.00% 35.91 Mbps 33.79 ms

U Mobile 85.76% 99.01% 0.00% 16.32 Mbps 52.97 ms


YES 100.00% 99.09% 0.00% 16.15 Mbps 53.96 ms

36.82

39.55

37.91

36.23

40.28

34.89

34.48

39.49

27.39

47.08

59.24

52.60

36.34

42.52

39.55

56.44

52.14

53.31

0 10 20 30 40 50 60 70

Kelantan

Terengganu

Pahang




9

Southern Region

Southern region measurement covered the states of Johor and Melaka. The following figures show the

average download speeds and network latency for states in southern region.

Figure 10: Average download speed by state in Southern Region

Figure 11: Average network latency by state in Southern Region

In terms of average download speed in southern region, Digi recorded the highest in Johor while Maxis had

the highest average download speed in Melaka. Digi had the best latency in both states of Johor and Melaka

with the lowest average packet RTT. Table 5 summarizes the network performance in southern region.

20.39

14.28

30.85

26.27

25.45

35.24

10.22

11.94

10.53

11.28

20.84

17.11

0 5 10 15 20 25 30 35 40

Johor

Melaka



41.64

58.81

40.28

44.62

56.50

56.50

60.50

48.63

45.44

45.09

71.13

52.50

0 10 20 30 40 50 60 70 80

Johor

Melaka




10

Table 5: Network performance results for wireless broadband service – Southern Region

Service Provider



ms

Packet loss %



Celcom 95.26% 99.51% 0.01% 17.19 Mbps 50.23 ms

Digi 98.44% 99.62% 0.01% 28.47 Mbps 42.45 ms

Maxis 96.59% 99.11% 0.01% 30.55 Mbps 56.50 ms

U Mobile 84.25% 98.80% 0.00% 11.10 Mbps 54.57 ms


YES 97.91% 98.82% 0.00% 18.89 Mbps 61.82 ms

Sarawak Region

Measurements were conducted in state of Sarawak involving areas of Kuching, Kota Samarahan,

Padawan, Serian, Bintulu and Miri. The following figures illustrate the average download speed and network

latency performance of Sarawak.

Figure 12: Average download speed in Sarawak Region

Figure 13: Average network latency in Sarawak Region

13.3325.79

36.3510.93

10.6110.46

0 5 10 15 20 25 30 35 40

Sarawak



64.7476.08

54.27100.29

61.1579.54

0 20 40 60 80 100 120

Sarawak




11

Maxis recorded the highest average download speed and the fastest response of packet RTT in Sarawak.

Table 6 summarizes the network performance in Sarawak region.

Table 6: Network performance results for wireless broadband service – Sarawak Region

Service Provider



ms

Packet loss %



Celcom 97.00% 99.52% 0.01% 13.33 Mbps 64.74 ms

Digi 96.28% 95.25% 0.02% 25.79 Mbps 76.08 ms

Maxis 96.76% 99.38% 0.00% 36.35 Mbps 54.27 ms

U Mobile 95.37% 97.79% 0.10% 10.93 Mbps 100.29 ms


YES 89.49% 99.21% 0.00% 10.46 Mbps 79.54 ms

Sabah Region

Measurement in the state of Sabah covered the areas of Kota Kinabalu, Kota Belud, Putatan, Telipok,

Kundasang, Sandakan, Semporna and Tawau. The following figures show the average download speed

and network latency in the state of Sabah.

Figure 14: Average download speed in Sabah Region

Figure 15: Average network latency in Sabah Region

19.2716.29

22.2714.28

9.7114.32

0 5 10 15 20 25

Sabah



57.2750.33

52.7864.42

54.2979.86

0 10 20 30 40 50 60 70 80 90

Sabah




12

Maxis recorded the highest average download speed in Sabah, while Digi had the quickest response in

terms of packet RTT. Table 7 summarizes the network performance in Sabah region.

Table 7: Network performance results for wireless broadband service – Sabah Region

Service Provider



ms

Packet loss %



Celcom 97.30% 99.77% 0.07% 19.27 Mbps 57.27 ms

Digi 95.68% 99.91% 0.00% 16.29 Mbps 50.33 ms

Maxis 98.67% 99.95% 0.01% 22.27 Mbps 52.78 ms

U Mobile 90.20% 99.02% 0.09% 14.28 Mbps 64.42 ms


YES 97.78% 96.90% 0.00% 14.32 Mbps 79.86 ms

The average download throughput as a whole could be seen as improving, although there’s a slight

decrease for Maxis and YES (YTL). It must be noted that test locations may differ from previous year. Table

below is the comparison of the average throughput for wireless broadband service for 2018 and 2019.

Table 8: Average download throughput comparison year on year

Service Provider 2018 2019 Difference

Celcom 19.92 Mbps 23.17 Mbps +16.3 % Digi 23.10 Mbps 25.32 Mbps +9.6 %

Maxis 35.02 Mbps 32.32 Mbps -7.7 % U Mobile 13.10 Mbps 14.40 Mbps +9.9 %

TM/ Unifi Mobile 9.73 Mbps 11.26 Mbps +15.7 % YES 17.52 Mbps 16.24 Mbps -7.3 %


13

2. WIRED BROADBAND SERVICE PERFORMANCE

Nationwide overall performance

Results for wired broadband performance are illustrated by table shown below. Wired broadband

measurements are segregated between two different technologies; Gigabit Passive Optical Networks

(GPON) or fibre, and Digital Subscriber Line (DSL). The requirements stated in MSQoS for Wired

Broadband include throughput, network latency and packet loss as follows:

Fibre download and upload throughput must be ≥ 90% of subscribed speed for at least

90% of the time.

DSL download and upload throughput must be ≥ 70% of subscribed speed for at least

90% of the time.

Network latency for both DSL and fibre ping RTT must be ≤ 85 ms for at least 95% of the time

and packet loss ≤ 1%.

Table 9 shows the headline result for the key metrics aggregated level across Malaysia for wired broadband

access service measured from January to December 2019.

Table 9: Network performance results for wired broadband service – Nationwide

Service Provider

Fibre DSL

Percentage of time

Packet loss %

Percentage of time

Packet loss %

UL speed ≥ 90%

subscribed speed

DL speed ≥ 90%

subscribed speed

Ping RTT ≤ 85 ms

UL speed ≥ 70%

subscribed speed

DL speed ≥ 70%

subscribed speed

Ping RTT ≤ 85 ms

Maxis 93.7% 93.7% 95.4% 0.5% 39.5% 96.6% 96.6% 0.2%

Time 95.1% 95.7% 100.0% 0.0% N/A

TM 98.8% 92.2% 98.9% 0.2% 100.0% 99.9% 96.2% 1.0%

Broadband test were performed on Maxis, TIME and TM for fiber-optic technologies as a last mile. While

test on copper (DSL) as a last mile only involves Maxis and TM. Table 9 above shows all service providers

are able to meet the mandatory standard requirement except for Maxis. Maxis was not able to comply with

the upload speed parameter for DSL connection.

The measurement conducted is based on various consumers’ subscribed packages ranging from 1 Mbps

to 30 Mbps for DSL and 30 Mbps to 1 Gbps for fibre.


14

Figure 16 below, depicts the average network latency (RTT) performance measured nationwide based on

access technologies for each service provider.

Figure 16: Wired broadband average network latency – Nationwide:

16.0

3.3

13.4

34.6

N/a

33.1

Maxis TIME TM

Average Packet RTT - Nationwide

Fibre Latency(ms) DSL Latency(ms)


15

Regional results

This part of the report describes the aggregated measurement results of download throughput, network

latency and packet loss for each state within the respective regions. The measurement also took samples

from areas where users had complaints with regards to wired broadband services. The following section

shows the wired broadband service performance by states according to the respective parameters.

Central Region

Figure 17: Throughput results for fibre and DSL in Central Region

99.5%

100.0%

98.9%

95.2%

96.0%

100.0%

94.8%

100.0%

98.0%

79.2%

95.5%

93.5%

95.9%

99.0%

99.4%

98.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ne

geri

Se

mb

ilan

Sela

ngo

rW

P K

L &

Pu

traj

aya

Throughput Fibre- Central Region

Download Upload

100.0%

30.4%

100.0%

54.4%

99.6%

100.0%

100.0%

100.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ne

geri

Se

mb

ilan

Sela

ngo

rW

P K

L &

Pu

traj

aya

Throughput DSL- Central Region

Download Upload


16

Figure 18: Latency results for fibre and DSL in Central Region

Figure 19: Packet Loss results for fibre and DSL in Central Region

8.9

11.4

18.8

3.4

4.2

4.9

3.0

3.9

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ne

geri

Se

mb

ilan

Sela

ngo

rW

P K

L &

Pu

traj

aya

Latency Fibre- Central Region

Avg Latency (ms)

31.5

34.3

32.5

23.9

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ne

geri

Se

mb

ilan

Sela

ngo

rW

P K

L &

Pu

traj

aya

Latency DSL- Central Region

Avg Latency (ms)

0.0%

0.3%

0.3%

0.0%

0.3%

0.0%

0.0%

0.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ne

geri

Se

mb

ilan

Sela

ngo

rW

P K

L &

Pu

traj

aya

Packet Loss Fibre- Central Region

Packet Loss

1.0%

0.3%

0.4%

0.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ne

geri

Se

mb

ilan

Sela

ngo

rW

P K

L &

Pu

traj

aya

Packet Loss DSL- Central Region

Packet Loss


17

Northern Region

Figure 20: Throughput results for fibre and DSL in Northern Region

Figure 21: Latency results for fibre and DSL in Northern Region

73.7%

100.0%

100.0%

100.0%

100.0%

100.0%

69.1%

100.0%

100.0%

100.0%

95.8%

76.1%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ked

ahP

erak

Per

lisP

ula

u P

inan

g

Throughput Fibre - Northern Region

Download Upload

100.0%

100.0%

100.0%

95.0%

100.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ked

ahP

erak

Per

lisP

ula

u P

inan

g

Throughput DSL - Northern Region

Download Upload

14.5

10.0

6.1

12.6

36.1

11.1

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ked

ahP

erak

Per

lisP

ula

u P

inan

g

Latency Fibre - Northern Region

Avg Latency (ms)

11.7

57.1

26.1

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ked

ahP

erak

Per

lisP

ula

u P

inan

g

Latency DSL - Northern Region

Avg Latency (ms)


18

Figure 22: Packet Loss results for fibre and DSL in Northern Region

Southern Region

Figure 23: Throughput results for fibre and DSL in Southern Region

2.6%

0.0%

0.2%

0.0%

0.5%

0.2%

0.0% 1.0% 2.0% 3.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ked

ahP

erak

Per

lisP

ula

u P

inan

g

Packet Loss Fibre - Northern Region

Packet Loss

0.0%

0.2%

0.7%

0.0% 0.2% 0.4% 0.6% 0.8%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Ked

ahP

erak

Per

lisP

ula

u P

inan

g

Packet Loss DSL - Northern Region

Packet Loss

91.54%

100.00%

76.01%

100.00%

95.36%

78.38%

94.84%

100.00%

Maxis

TIME

TM

Maxis

TIME

TM

Joh

or

Mel

aka

Throughput Fibre - Southern Region

Download Upload

100.00%

100.00%

100.00%

100.00%

Maxis

TIME

TM

Maxis

TIME

TM

Joh

or

Mel

aka

Throughput DSL - Southern Region

Download Upload


19

Figure 24: Latency results for fibre and DSL in Southern Region

Figure 25: Packet Loss results for fibre and DSL in Southern Region

15.3

10.0

11.9

7.3

Maxis

TIME

TM

Maxis

TIME

TM

Joh

or

Mel

aka

Latency Fibre - Southern Region

Avg Latency (ms)

40.2

32.2

Maxis

TIME

TM

Maxis

TIME

TM

Joh

or

Mel

aka

Latency DSL - Southern Region

Avg Latency (ms)

0.72%

0.02%

0.00%

0.00%

0.00% 0.20% 0.40% 0.60% 0.80%

Maxis

TIME

TM

Maxis

TIME

TM

Joh

or

Mel

aka

Packet Loss Fibre - Southern Region

Packet Loss

3.18%

0.06%

0.00% 1.00% 2.00% 3.00% 4.00%

Maxis

TIME

TM

Maxis

TIME

TM

Joh

or

Mel

aka

Packet Loss DSL - Southern Region

Packet Loss


20

Eastern Region

Figure 26: Throughput results for fibre and DSL in Eastern Region

Figure 27: Latency results for fibre and DSL in Eastern Region

98.7%

99.0%

100.0%

94.7%

88.8%

98.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Kel

anta

nP

ahan

gTe

ren

ggan

u

Throughput Fibre- Eastern Region

Download Upload

100.0%

100.0%

100.0%

100.0%

100.0%

100.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Kel

anta

nP

ahan

gTe

ren

ggan

u

Throughput DSL- Eastern Region

Download Upload

0.0

0.0

12.4

0.0

0.0

8.3

0.0

0.0

11.3

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Kel

anta

nP

ahan

gTe

ren

ggan

u

Latency Fibre- Eastern Region

Avg Latency (ms)

25.9

16.5

45.8

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Kel

anta

nP

ahan

gTe

ren

ggan

u

Latency DSL- Eastern Region

Avg Latency (ms)


21

Figure 28: Packet loss results for fibre and DSL in Eastern Region

Sabah and Sarawak

Figure 29: Throughput results for fibre and DSL in Sabah and Sarawak

0.0%

0.1%

0.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Kel

anta

nP

ahan

gTe

ren

ggan

u

Packet Loss Fibre- Eastern Region

Packet Loss

9.6%

0.0%

0.0%

Maxis

TIME

TM

Maxis

TIME

TM

Maxis

TIME

TM

Kel

anta

nP

ahan

gTe

ren

ggan

u

Packet Loss DSL- Eastern Region

Packet Loss

99.8%

99.1%

98.4%

98.8%

Maxis

TIME

TM

Maxis

TIME

TM

Sab

ahSa

raw

ak

Throughput Fibre- Sabah & Sarawak

Download Upload

100.0%100.0%

Maxis

TIME

TM

Maxis

TIME

TM

Sab

ahSa

raw

ak

Throughput DSL- Sabah & Sarawak

Download Upload


22

Figure 30: Latency results for fibre and DSL in Sabah and Sarawak

Figure 31: Packet Loss results for fibre and DSL in Sabah and Sarawak

34.7

24.0

Maxis

TIME

TM

Maxis

TIME

TM

Sab

ahSa

raw

ak

Latency (Fibre)- Sabah & Sarawak

Avg Latency (ms)

53.1

Maxis

TIME

TM

Maxis

TIME

TM

Sab

ahSa

raw

ak

Latency Fibre- Sabah & Sarawak

Avg Latency (ms)

0.1%

0.1%

Maxis

TIME

TM

Maxis

TIME

TM

Sab

ahSa

raw

ak

Packet Loss Fibre- Sabah & Sarawak

Packet Loss

0.3%

Maxis

TIME

TM

Maxis

TIME

TM

Sab

ahSa

raw

ak

Packet Loss DSL- Sabah & Sarawak

Packet Loss


23

3. PUBLIC CELLULAR SERVICE PERFORMANCE

Public Cellular Service (PCS) standards focus on the quality of voice calls. Areas for PCS measurement

are divided into two categories; (i) Designated routes and (ii) Nationwide route. Designated routes consist

of routes within Putrajaya areas, Cyberjaya areas, MEX highway, KLIA to Subang Airport via ELITE

highway and Subang Airport to Jalan Duta via NKVE highway. The Nationwide route consist of route other

than the Designated route.

In accordance to Mandatory Standards, two parameters were measured for PCS which are Dropped Call

Rate (DCR) and Call Setup Success Rate (CSSR). The mandatory standards state that the DCR must be

not more than 3% nationwide and not more than 2% for the Designated routes. Meanwhile, the CSSR

must be not less than 95% in all areas.

The results shown in this section are key metrics aggregated across Malaysia for PCS measured from

January to December 2019.

Designated Route Result

Measurement for Designated routes were conducted on quarterly basis. Figure 32 shows the overall results

for Designated routes on DCR and CSSR.

All service providers met the Mandatory Standards requirements on DCR and CSSR for Designated routes

for 2019.

Figure 32: Overall result of Public Cellular Service for Designated Route Assessment

Dropped Call Rate (≤ 2%)

0.94% 1.72% 0.63% 0.78%

Call Setup Success Rate (≥ 95%)

99.69% 99.69% 99.69% 99.69%


24

Quarterly results for DCR and CSSR on Designated routes are shown in Figure 34 and 35 below, while

the test routes are shown in Figure 36, 37 and 38.

Figure 33: DCR for Designated Routes in Q1, Q2, Q3 and Q4

Figure 34: CSSR for Designated Routes in Q1, Q2, Q3 and Q4

0.6

2%

1.8

4%

0.6

1%

0.0

0%

1.4

6%

0.7

2%

0.0

0%

0.7

2%

0.6

3%

1.8

9%

1.2

6%

1.2

5%

1.1

2%

2.2

2%

0.5

6%

1.1

2%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%

Celcom Digi Maxis U Mobile

DCR Designated Routes (%)

Q1 Q2 Q3 Q4

100.00%

99.45%

100.00%

98.89%

100.00%

100.00%

99.38%

100.00%

98.56%

100.00%

99.28%

100.00%

100.00%

99.39%

100.00%

100.00%

95.00% 95.50% 96.00% 96.50% 97.00% 97.50% 98.00% 98.50% 99.00% 99.50% 100.00%

Celcom

Digi

Maxis

U Mobile

CSSR Designated Routes (%)

Q1 Q2 Q3 Q4


25

Figure 35: Test route for Putrajaya & Cyberjaya

Figure 36: Test route for MEX Figure 37: Test route for KLIA – Jalan Duta


26

Nationwide Result

Nationwide measurement were conducted in all states once every six months. The test routes during the

first half are then repeated in the second half to gauge the improvement of network performance.

Figure 39 shows the overall results for Nationwide route based on MSQoS for Public Cellular Services on

Dropped Call Rate and Call Setup Success Rate.

All service providers met the Mandatory Standards requirements on Dropped Call Rate and Call Setup

Success Rate Nationwide for 2019.

Figure 38: Overall result of Public Cellular Service for Nationwide Assessment

Dropped Call Rate (≤ 3%)

1.29% 1.72% 1.73% 1.41%

Call Setup Success

Rate (≥ 95%) 99.18% 99.44% 99.29% 98.59%

Figure 39: DCR Nationwide for H1 and H2

1.20%

1.75% 1.82%

1.39%1.38%

1.69% 1.64%1.43%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%


Nationwide DCR (%)

1st half 2nd half


27

Figure 40: CSSR Nationwide for H1 and H2

Regional results

The following section shows the Dropped Call Rate and Call Setup Success Rate according to regions and

states in Malaysia for first half and second half of 2019. The test routes are also included for each of the

respective regions.

Central Region

Table 10: Overall results in Central Region

State Service Provider DCR CSSR

Negeri Sembilan

Celcom 1.07% 99.34%

Digi 1.98% 99.22%

Maxis 1.33% 99.08%

U Mobile 1.65% 98.78%

Selangor

Celcom 1.36% 99.70%

Digi 1.50% 99.70%

Maxis 1.13% 99.33%

U Mobile 1.06% 99.70%

Wilayah Persekutuan

Kuala Lumpur

Celcom 0.66% 100.00%

Digi 1.31% 100.00%

Maxis 1.32% 99.56%

U Mobile 0.44% 100.00%

99.13%

99.44%

99.33%

98.66%

99.23%

99.44%

99.26%

98.51%

95.00% 96.00% 97.00% 98.00% 99.00% 100.00%

Celcom

Digi

Maxis

U Mobile

Nationwide CSSR (%)

1st half 2nd half


28

Figure 41: DCR in Central Region

Figure 42: CSSR in Central Region

Celcom Digi MaxisU

MobileCelcom Digi Maxis

UMobile

Celcom Digi MaxisU

Mobile

NegeriSembilan

SelangorWilayah Persekutuan

Kuala Lumpur

1H DCR 0.47% 2.11% 0.73% 0.97% 1.37% 1.19% 0.85% 0.34% 0.75% 1.88% 1.52% 0.00%

2H DCR 1.84% 1.80% 2.06% 2.54% 1.36% 1.75% 1.35% 1.61% 0.52% 0.52% 1.05% 1.04%

0.00%

1.00%

2.00%

3.00%

DCR Central Region (%)

1H DCR 2H DCR

Celcom Digi MaxisU


UMobile

Celcom Digi MaxisU

Mobile

NegeriSembilan

SelangorWilayah Persekutuan

Kuala Lumpur

1H CSSR 99.76% 98.61% 98.80% 99.52% 99.66% 100.00% 99.33% 100.00% 100.00% 100.00% 100.00% 100.00%

2H CSSR 98.79% 100.00% 99.41% 97.83% 99.73% 99.46% 99.33% 99.47% 100.00% 100.00% 98.96% 100.00%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

CSSR Central Region (%)

1H CSSR 2H CSSR


29

Figure 43: Test route for Negeri Sembilan

Figure 44: Test route for Selangor


30

Figure 45: Test route for Wilayah Persekutuan Kuala Lumpur

Northern Region

Table 11: Overall results of Northern Region


Kedah

Celcom 1.31% 98.79%

Digi 2.98% 99.42%

Maxis 2.15% 99.13%

U Mobile 1.29% 98.24%

Perak

Celcom 0.87% 99.18%

Digi 1.63% 99.21%

Maxis 2.42% 98.80%

U Mobile 1.88% 98.30%

Perlis

Celcom 0.44% 99.35%

Digi 1.74% 99.78%

Maxis 0.88% 99.56%

U Mobile 1.78% 99.12%

Pulau Pinang

Celcom 0.42% 99.48%

Digi 0.53% 99.89%

Maxis 1.56% 99.59%

U Mobile 0.31% 100.00%


31

Figure 46: DCR in Northern Region

Figure 47: CSSR in Northern Region

Celcom Digi MaxisU


UMobile

Celcom Digi MaxisU


UMobile

Kedah Perak Perlis Pulau Pinang

1H DCR 0.98% 3.42% 2.06% 0.89% 0.68% 2.05% 2.94% 2.43% 0.00% 2.02% 1.63% 2.05% 0.21% 0.63% 2.09% 0.41%

2H DCR 1.28% 2.54% 2.25% 1.69% 1.06% 1.24% 1.92% 1.37% 0.95% 1.42% 0.00% 1.46% 0.63% 0.43% 1.04% 0.21%

0.00%

1.00%

2.00%

3.00%

DCR Northern Region (%)

1H DCR 2H DCR

Celcom Digi MaxisU


UMobile

Celcom Digi MaxisU


UMobile

Kedah Perak Perlis Pulau Pinang

1H CSSR 98.93% 99.61% 99.13% 98.34% 98.94% 98.98% 98.36% 98.54% 99.19% 100.00 99.60% 99.59% 99.58% 99.79% 99.58% 100.00

2H CSSR 98.64% 99.22% 99.13% 98.14% 99.43% 99.43% 99.24% 98.08% 99.53% 99.53% 99.52% 98.56% 99.37% 100.00 99.59% 100.00

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

CSSR Northen Region (%)

1H CSSR 2H CSSR


32

Figure 48: Test route for Kedah

Figure 49: Test route for Perak


33

Figure 50: Test route for Perlis

Figure 51: Test route for Pulau Pinang


34

Figure 52: Test route for PLUS highway

Eastern Region

Table 12: Overall results in Eastern Region


Kelantan

Celcom 1.84% 99.01%

Digi 2.52% 99.63%

Maxis 1.71% 99.18%

U Mobile 1.13% 99.15%

Pahang

Celcom 1.44% 99.51%

Digi 1.95% 98.84%

Maxis 2.24% 99.48%

U Mobile 1.81% 98.34%

Terengganu

Celcom 2.03% 99.36%

Digi 2.59% 99.40%

Maxis 2.43% 99.41%

U Mobile 1.59% 97.89%


35

Figure 53: DCR in Eastern Region

Figure 54: CSSR in Eastern Region

Celcom Digi MaxisU


UMobile

Celcom Digi MaxisU

Mobile

Kelantan Pahang Terengganu

1H DCR 1.82% 1.93% 1.80% 1.11% 1.45% 1.62% 2.06% 1.83% 2.53% 3.23% 3.20% 1.70%

2H DCR 1.86% 3.23% 1.61% 1.16% 1.43% 2.31% 2.43% 1.79% 1.58% 2.01% 1.74% 1.50%

0.00%

1.00%

2.00%

3.00%

DCR Eastern Region (%)

1H DCR 2H DCR

Celcom Digi MaxisU


UMobile

Celcom Digi MaxisU

Mobile

Kelantan Pahang Terengganu

1H CSSR 99.71% 99.71% 99.06% 99.00% 99.60% 98.93% 99.47% 97.90% 99.81% 99.32% 99.42% 97.66%

2H CSSR 98.17% 99.54% 99.32% 99.31% 99.41% 98.73% 99.50% 98.82% 98.96% 99.48% 99.39% 98.09%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

CSSR Eastern Region (%)

1H CSSR 2H CSSR


36

Figure 55: Test route for Kelantan (a)

Figure 56: Test route for Kelantan (b)


37

Figure 57: Test route for Pahang (a)

Figure 58: Test route for Pahang (b)


38

Figure 59: Test route for Terengganu (a)

Figure 60: Test route for Terengganu (b)


39

Figure 61: Test route for Terengganu (c)

Southern Region

Table 13: Overall results in Southern Region


Johor

Celcom 1.42% 97.18%

Digi 1.31% 99.32%

Maxis 1.43% 99.63%

U Mobile 0.87% 99.32%

Melaka

Celcom 0.95% 99.44%

Digi 0.56% 99.26%

Maxis 1.31% 99.63%

U Mobile 1.31% 99.26%


40

Figure 62: DCR in Southern Region

Figure 63: CSSR in Southern Region

Celcom Digi Maxis U Mobile Celcom Digi Maxis U Mobile

Johor Melaka

1H DCR 1.41% 1.68% 1.79% 1.10% 0.71% 0.35% 0.71% 0.36%

2H DCR 1.43% 0.91% 1.04% 0.64% 1.20% 0.79% 1.97% 2.35%

0.00%

1.00%

2.00%

3.00%

DCR Southern Region (%)

1H DCR 2H DCR

Celcom Digi Maxis U Mobile Celcom Digi Maxis U Mobile

Johor Melaka

1H CSSR 95.83% 99.17% 99.52% 99.27% 99.29% 98.95% 99.30% 99.29%

2H CSSR 98.59% 99.48% 99.74% 99.37% 99.60% 99.61% 100.00% 99.22%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

CSSR Southern Region (%)

1H CSSR 2H CSSR


41

Figure 64: Test route for Johor

Figure 65: Test route for Melaka


42

Sabah

Table 14: Overall results of Sabah state


Sabah

Celcom 1.69% 99.16%

Digi 1.20% 99.41%

Maxis 1.50% 98.65%

U Mobile 1.80% 97.00%

Figure 66: DCR in Sabah

Figure 67: CSSR in Sabah


Sabah

1H DCR 1.37% 1.11% 1.12% 1.95%

2H DCR 2.00% 1.29% 1.87% 1.65%

0.00%

1.00%

2.00%

3.00%

DCR Sabah (%)

1H DCR 2H DCR


Sabah

1H CSSR 99.49% 99.58% 98.89% 96.40%

2H CSSR 98.84% 99.23% 98.41% 97.59%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

CSSR Sabah (%)

1H CSSR 2H CSSR


43

Figure 68: Test route for Sabah (a)

Figure 69: Test route for Sabah (b)


44

Figure 70: Test route for Sabah (c)

Figure 71: Test route for Sabah (d)


45

Sarawak

Table 15: Overall results of Sarawak state


Sarawak

Celcom 0.70% 99.91%

Digi 0.60% 99.91%

Maxis 0.80% 99.86%

U Mobile 1.46% 98.98%

Figure 72: DCR of Sarawak state

Figure 73: CSSR of Sarawak state


Sarawak

1H DCR 0.54% 0.27% 0.98% 1.63%

2H DCR 0.88% 0.97% 0.59% 1.27%

0.00%

1.00%

2.00%

3.00%

DCR Sarawak (%)

1H DCR 2H DCR


Sarawak

1H CSSR 99.82% 99.91% 99.91% 98.84%

2H CSSR 100.00% 99.90% 99.80% 99.13%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

CSSR Sarawak (%)

1H CSSR 2H CSSR


46

Figure 74: Test route Sarawak (a)

Figure 75: Test route for Sarawak (b)


47

Figure 76: Test route for Sarawak (c)

Figure 77: Test route for Sarawak (d)


48

4. SUMMARY

Wireless Broadband Service Overall Performance

All wireless broadband service providers were able to maintain the consistency of achieving more that the

mandated standards in terms of network performance quality of service. It is important for service providers

to be able to meet the baseline of download throughput, network latency and packet loss as required to

ensure end-users are able to enjoy a quality wireless broadband experience.

Maxis once again maintained its position as the best wireless broadband service provider based on the

measurement conducted in 2019. Maxis recorded the highest average download throughput and the lowest

network latency in most of the states in Malaysia. With low packet loss percentage recorded for all service

providers, this gives an overview that the network is reliable in delivering data from one end to the other.

Peak download throughput of more than 100 Mbps could be observed in some parts of the measurement

locations. The high peak download throughput is achieved in LTE-Advanced coverage areas. Service

providers’ continuous effort and investment in expanding the network to deliver LTE-Advanced and beyond

is beneficial in the long run for consumers in general as it will greatly improve the download throughput for

end-users to experience with their compatible smartphones.

Wired Broadband Service Overall Performance

Overall results have shown improvements for wired broadband service performance across all service

providers. TM has successfully complied with all parameters required by the Mandatory Standards. As

compared to 2016, where TM failed to comply with 5 parameters and subsequently 3 parameters in 2017.

In 2018, TM failed to comply with one parameter only. Over the years, TM has exhibited substantial

improvements in enhancing the quality of the internet nationwide.

TIME has consistently complied with all mandatory standards parameters since 2016. For 2019, TIME has

shown the highest overall percentage of download speed for fibre, in achieving more than 90% of the

subscribers’ subscription package. TIME also managed to achieve on average the lowest network latency

for fibre technology.

Within the past 4 years, Maxis has failed to comply with the Mandatory Standards twice. In 2017, Maxis

failed the DSL latency standard and now in 2019, the DSL upload speed. Based on the measurements, it

was discovered that the main reason for Maxis’ upload speed failure was due to the user’s profile setting,

which was not configured as per subscribers’ subscribed speed. Therefore, Maxis should be aware of their

customers’ profile configuration and packages subscribed.

Public Cellular Service Overall Performance

All service providers are able to meet the Mandatory Standards of Call Setup Success Rate and Dropped

Call Rate for both Nationwide route and Designated route.

All Service providers showed commendable performance in providing voice call services to the subscriber

based on overall results. Service providers recorded a Dropped Call Rate between 0.63% - 1.72% in

Designated routes and 1.29% - 1.73% in Nationwide route. Meanwhile for Call Setup Success Rate all

service providers were able to achieve more than 98% of call connectivity.


49

Maxis had the lowest DCR in Designated routes, while Celcom recorded the lowest DCR nationwide. For

CSSR, all operator shared the same CSSR result with 99.63% in Designated route. For Nationwide route,

Digi recorded the best CSSR with 99.44%.

Based on MCMC’s measurements, some of the issues found causing the Call Dropped and Call Setup

Failure were:

o Poor coverage and signal quality due to blocking.

o Overshooting cell.

o Uplink interference.

o Frequency overlapping.

o Handover issue.

o 3rd party outage (due to fiber cut, power failure etc).

Overall Performance

All operators met the Mandatory Standards for Quality of Service (MSQoS) for 2019 with the exception of

Maxis for one parameter on Wired Broadband Access Service which is upload throughput.

Several wireless broadband service providers have re-farmed or in the middle of re-farming part of their 2G

and 3G frequency bands to be utilized for LTE. Upgrades on existing LTE network is also underway to

support LTE-Advanced which could provide higher throughput, provided the user equipment does support

the upgrades.

Although the demands for broadband service are the focus at the moment, PCS standards or voice calls,

are measured as there are still quite a number of users who are relying on 2G or 2G/3G only phones for

voice calls and do not own smartphones.

In terms of wired broadband technology, fibre broadband is considered to be more reliable compared to

DSL broadband. In order for home users to fully utilize the fibre access network, the router needs to have

similar or higher capability as the fibre internet package.

- End of report -

network performance report 2019€¦ · commission (“mcmc”) on performance of the...

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