Safaricom, one of Kenya’s leading telecommunications providers, is attributing the rise in dropped calls to a combination of frequent power outages and the rapidly changing urban landscape, particularly in Nairobi. This explanation comes in response to concerns raised by the Senate ICT Committee regarding the deteriorating quality of mobile service.
Power Outages and Network Strain
In its response to the Communications Authority (CA), Safaricom highlighted that the quality of grid power supplied by Kenya Power significantly impacts its network. The company pointed out that frequent and prolonged power outages, along with voltage fluctuations, disrupt communication services, especially in rural areas. Many of these areas lack access to the national grid, exacerbating the issue.
A 2023 report by the CA revealed that, in 11 out of Kenya’s 47 counties, network quality scores varied: Airtel scored 58.33 percent, Safaricom 66.67 percent, and Telkom Kenya 50 percent. These figures indicate a pressing need for improvements across all networks, but particularly underscore Safaricom’s challenges in maintaining service quality amidst power reliability issues.
Urban Development and Network Interference
In Nairobi, the city’s rapidly evolving skyline is posing new challenges to network coverage. The surge in high-rise buildings is causing signal attenuation, as these structures block signals. Additionally, the increased concentration of users in urban areas is straining the existing network capacity.
Safaricom noted that many building owners, in a bid to enhance signal quality for tenants, are installing illegal static repeaters. While these devices are intended to improve reception in areas with weak coverage, they inadvertently interfere with the mobile network. This interference results in increased dropped calls, distorted voice quality, and disrupted data transmission for users in the vicinity.
Regulatory and Technological Responses
The CA, in its submissions to the Senate ICT Committee, emphasized the need for regulated solutions to address the coverage challenges posed by Nairobi’s urban development. The unauthorized installation of non-type approved repeaters has significantly impacted mobile network services, underscoring the necessity for proper regulatory measures.
Nyandarua Senator John Methu questioned CA officials on the actions taken to address the reported increase in dropped calls on the Safaricom network. The CA responded that it had raised concerns about the degradation of voice service quality and required all mobile network operators, including Safaricom, to address these issues. The regulator monitors mobile network quality through an established framework for assessing the Quality of Service (QoS) of telecommunications systems and services. This framework, developed in consultation with the industry, outlines the end-to-end quality of service parameters, including call drops.
Future Improvements
To combat these challenges, telecommunications companies are now required to construct new sites and upgrade network infrastructure to newer technologies. These upgrades aim to improve coverage, capacity, data speeds, and overall network efficiency. The increased adoption of smartphones and the growing popularity of data-intensive applications like streaming services and social media have placed immense pressure on telecommunication service provider network infrastructure, necessitating these advancements.
Safaricom’s response to the Senate ICT Committee highlights the complex interplay of factors affecting mobile network quality in Kenya. As the nation continues to develop and urbanize, addressing power reliability and urban infrastructure challenges will be crucial in ensuring consistent and reliable mobile service for all users.
