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70% of the Complaints Received from the Internet Providers in 2014 Refer to Failures
18.11.2015
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Today, the Romanian National Authority for Management and Regulation in Communications (ANCOM) has published the Report on the quality of the internet access service in 2014, which presents the status of the providers’ compliance with the administrative parameters. The scope of the report covers the first 100 providers of fixed internet access services (by number of connections), as well as the four providers of mobile internet access services.
For illustrating the dynamics of the market of fixed internet access services, the report focuses on the parameter evolution in respect of the first 5 providers by number of subscribers, totalling an overall market share of 91%: Digital Cable Systems, NextGen Communications, RCS&RDS, TELEKOM Romania Communications and UPC Romania.
Analysing the values reported for 2014, we can generally notice shorter handling timeframes for more than 95% of the fixed internet access requests. The data show that the term within which the operators commit to installing fixed internet access services vary from one to 90 days, with an average committed installation term of 17 days, and an average actual installation term of 8 days.
Concerning the mobile internet, the committed term is significantly shorter. One can notice that, in practice, the installation term for mobile internet services is, most often, one day (the minimum measuring period), some of the providers specifying that service activation term is actually a matter of minutes.
Most of the users that addressed the providers in 2014 complained about failures (approximately 70% of the complaints). The rest of the complaints, including the ones related to billing issues, were by far less numerous. Concerning failure repair terms, the reported data reveal that the committed term may span from one to 72 hours, with a constant average duration over the 4 quarters of 40 hours for fixed internet failures and 30 hours for mobile internet failures. The actual failure repair term is, in most cases, much shorter than the ones committed in the contracts concluded with the end-users, i.e. 25 hours, on average, for fixed internet and respectively 21 hours for mobile internet services.
According to the data sent by the first 5 fixed internet providers, in 2014, the total number of complaints, as well as the number of complaints regarding failures registered a downward trend.
Complaints regarding failures are less frequent in respect of the mobile internet service than in that of the fixed internet one. Nevertheless, the number of complaints regarding the mobile internet service registers a higher value under the billing issues item in 2014, compared to 2013.
For details regarding the quality of service offered by a certain provider, the users may visit the respective provider’s website directly – where they should find such information for the past 4 quarters.
As regards 2014 technical indicators, ANCOM makes publicly available the interactive application Netograf.ro, which enables measuring the technical quality parameters of each users’ provider. The users of internet access services may test, monitor and assess the providers’ actual performance, as well as its evolution over time, respectively the service quality improvement or degradation.
By Decision no.1201/2011, ANCOM established a set of administrative quality indicators for the provision of the internet access service: the term for starting the provision of the internet access service, the failure repair term, the frequency of end-user complaints, the frequency of failure-related complaints, the frequency of complaints on billing accuracy and the term for settling end-user complaints. The providers of internet access services have the obligation to include these parameters in contracts and to publish them on their websites, on a quarterly basis.
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