This archive report was first published on 7 November 2019.
Published on November 7, 2019, the Communications Authority of Kenya (CA) has directed mobile network operators to install more masts in terrain with mountains and valleys to improve their quality of service amid complaints of increased drop calls and weak signals in the regions.
Speaking during the 18th ICT Consumer Forum in Nyandarua County, CA's acting Director-General Mercy Wanjau noted that while mobile penetration in the country is excellent, the quality of service remains the biggest challenge to consumers. She pointed out that despite a mobile penetration of 109%, most mobile network operators lack quality of voice and data services.
Nyandarua County, characterized by a lot of mountains and valleys, was cited as one of the most affected regions. Residents have been experiencing drop voice calls, poor internet connections, and weak signals. According to the data, 99.7% of the county's population is covered by 2G, while 66.1% of the population uses 3G. Additionally, 61.5% of Nyandarua County's population owns mobile phones.
CA's acting Director-General emphasized that the quality of service provided to consumers is a top priority. 'While we have a high mobile penetration of 109.2% in Kenya, the concerns for the quality of these services are still not satisfactory in some areas, Nyandarua county included,' Mrs. Wanjau said.
The County ICT Consumer Forum, organized by CA in partnership with the County governments, enables communication service providers to have a deeper understanding of consumer issues and concerns as directly presented by consumers.
Francis Kimemia, Governor of Nyandarua County, noted that the County is committed to promoting faster adoption of ICTs and improved network connectivity will enable the residents to effectively leverage on ICTs and boost their socio-economic development.
According to Section 23 of the Kenya Communications Act, 1998, it is the mandate of the CA to ensure that the licensed telecommunications operators and service providers offer good quality services. This is also in line with the license conditions that obligate licensees to provide good quality service to their customers.
