Better 4G due to demise of 3G
THE Malaysian Communications and Multimedia Commission (MCMC) received 40,863 network-related complaints from January to June, 66% lower than the same period last year.
The majority of network-related complaints were due to slow 4G connectivity, despite the user being within coverage. This resulted in the users’ phone taking longer or completely failing to load photos or videos.
MCMC, in a statement to Lifestyletech, said 93.4%, or 38,177, of the complaints have been marked as resolved or closed as of June 30.
When a complaint is filed, the regulatory body said service providers will contact the complainant to understand the nature of the issue.
If the issue can’t be resolved over the phone or email, the service provider will then conduct an on-site investigation.
During the investigation, the service provider will optimise the nearest tower by refocusing its beam to improve coverage or quality, MCMC stated.
However, if it’s due to a lack of coverage, then the service provider will evaluate and identify a plan to construct a new tower.
MCMC chief operating officer Datuk Mohd Ali Hanafiah Mohd Yunus stated in a briefing that the decrease in complaints compared to last year, which registered 121,129 complaints over the same period, was due to 3G being entirely shut down and the spectrum re-allocated for 4G.
It also said that the completion of new 4G sites – 1,661 new 4G towers were built under Jendela Phase 1 – and upgrades in both urban and rural areas may have contributed to a better user experience.
The reopening of business sectors as the country transitions to the endemic phase has also allowed traffic patterns to return to normal, MCMC said.
However, as not all consumers are using devices that support 4G VOLTE, service providers will continue to engage customers, offering device-data plans to help them upgrade.
It also shared that consumers who remained on 2G are mostly in remote areas.
According to MCMC,
4G coverage in populated areas stands at 95.82% as of June 30, inching closer towards its 96.9% target for Jendela Phase 1.
The report also revealed that 7.2 million premises have been equipped with fibre connectivity.
It is targeting to hit 7.5 million premises by the end of this year.
As for mobile broadband, the average speed is now 47.04Mbps, with the median at 29.89Mbps, indicating that at least half the users are experiencing speeds below the average.
As projects under Phase 1 are set to conclude by the end of the year, Mohd Ali Hanafiah said MCMC is prepared to address challenges brought about by the monsoon season.
“Addressing connectivity issues during difficult times such as floods has been an ongoing effort and we’re no longer waiting until the year-end,” he said, adding that ongoing efforts include site elevations.
Introduced in 2020, Jendela, or Jalinan Digital Negara, is a fiveyear national digital infrastructure plan to address issues related to fixed and mobile broadband coverage in the country.
Once Phase 1 is completed,
Jendela’s focus will be on the deployment of 5G.
In a statement, Communications and Multimedia minister Tan Sri Annuar Musa said more than 2,100 5G sites are in operation, covering 33% of the populated areas in eight states, as well as Kuala Lumpur and Putrajaya as of August.
He claims the target of 36% coverage in populated areas will be achieved by year-end and 80% coverage by the end of 2024.