network performance report 2020

NETWORK PERFORMANCE REPORT

2020 Measuring Malaysia Broadband and Voice Performance

Suruhanjaya Komunikasi & Multimedia Malaysia Malaysian Communication & Multimedia Commission

Network Performance Report 2020

MCMC © all rights reserved

CONTENTS

Section Page

1 Overview

1

2 Wireless Broadband Access Service 2 2.1 Overall Aggregated Network Performance QoS for Wireless Broadband 2 2.2 Regional Network Performance – Wireless Broadband 5

3 Wired Broadband Access Service 13 3.1 Overall Aggregated Network Performance QoS for Wired Broadband 13 3.2 Regional Network Performance – Wired Broadband 13

4 Public Cellular Service 24 4.1 Overall Aggregated Network Performance QoS for Public Cellular 24 4.2 Regional Network Performance – Public Cellular 25

5 Summary 32


1

1. OVERVIEW

This report contains result of measurements 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 measurements and analysis

conducted by the MCMC from January to December 2020 on the network performance for wireless (mobile)

broadband, wired (fixed) broadband and public cellular (voice) services.

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 at 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.

Key parameters measured

Wireless & Wired Broadband Access Services:

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. Measured in Megabits per second (Mbps). Latency – refers to the Return Trip Time (RTT) of data transfers on a network, how long it takes

for the data to travel to and fro its destination. Lower latency is considered better. Measured in

millisecond (ms).

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

destination. Low packet loss percentage indicates the network ability to transfer data from the

user end to the destination host with high reliability.

Public Cellular Service:

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 are 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, latency and packet loss. Consumer experience for Over-the-Top (OTT) applications are

visualized through the broadband test results. Other factors relating to the consumer experience of using

broadband services (such as traffic management policies, data allowances, customer service, billing etc.)

are not covered in this report.

In terms of mobile broadband and voice performance experience, the results may vary which is dependent

on a number of factors including distance from the base station, whether the user is within a building or

outdoors, and whether the user is stationary or moving. The number of users concurrently accessing a

network in the same location or area can affect service performance. Hence, the performances available

to any individual consumer will vary both by time and location.

In terms of fixed broadband, measurement was taken directly from the customer premise equipment (router)

via LAN connection to avoid any discrepancy of data due to WiFi connection.

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

measurement period at locations in which tested by the MCMC. Due to the pandemic situation of Covid-19

and movement control order implemented by the government, measurements were not able to be

conducted in all states for the year 2020.


2

2. WIRELESS BROADBAND ACCESS SERVICE

Wireless broadband access service network performance measurements were conducted by MCMC

between February and December 2020. All states in Malaysia were measured except for Sarawak due to

the mentioned pandemic situation and the restrictions imposed by the movement control order (MCO) which

affected the planned measurement schedule for the year. Although there were months of travelling

restrictions imposed during the MCO, MCMC managed to compress the schedules in order to go on-site

and gauge the wireless broadband network performance in all other states.

The measurements carried out by MCMC simulated real user experience by measuring at test locations

using mobile smartphones or user equipment (UE). The test involved measuring quality of service (QoS) of

the network throughput – download (DL), latency and packet loss rate performance. The quality of service

(QoS) of the network would directly translate into the quality of experience (QoE) of the end user. Therefore,

it was imperative for the network QoS to be at an optimum level to ensure good QoE.

2.1 Overall Aggregated Network Performance QoS for Wireless Broadband

Average download throughput ranking

Figure 1: Average download throughput ranking by service provider

Higher average download throughput indicated that the service provider is able to provide consistent higher

throughput for most test locations. Based on data collected, Maxis produced the highest average throughput

with 27.58 Mbps. While Maxis maintained their position as the best service provider in providing high

average download throughput based on measurement, overall average mobile broadband speed for all

service providers still lagged behind the average speed target of 35 Mbps set under the Jalinan Digital

Negara (JENDELA). In order for service providers to achieve the JENDELA target, aggressive network

rollout and enhancement of the existing network would be necessary and the progress shall be monitored

so that the target could be realized for the benefit of the end users.

27.58

24.05

17.6516.64 16.32 15.65

0

5

10

15

20

25

30

Maxis Digi YTL Celcom Webe U Mobile

1 2 3 4 5 6

Average Download Throughput (Mbps)


3

Download throughput consistency

Figure 2: Percentage of time download throughput more than 1 Mbps and 2.5 Mbps

To ensure end user or consumer satisfaction with the basic internet service provided by the service

providers, the minimum requirement of download throughput of at least 1 Mbps was mandatory. This would

enable consumers to use basic applications that required internet connection without any problems, such

as messaging apps, web browsing and standard definition (SD) low resolution (480p) video streaming.

Based on data collected, all service providers were able to provide more than 1 Mbps, at least 90% of the

time except for Webe which recorded 88.74% of the time.

In order to enjoy a high definition (HD 720p) video streaming on the mobile screen, a download throughput

of at least 2.5 Mbps would be required. Based on data collected, Maxis was able to provide download

throughput more than 2.5 Mbps consistently for 94.16% of the time.

90.0695.21

97.59

91.6988.74

98.05

79.41

89.7594.16

79.8177.10

91.08

0.00

20.00

40.00

60.00

80.00

100.00

Celcom Digi Maxis U Mobile Webe YTL

Download throughput consistency

% of time DL throughput > 1 Mbps % of time DL throughput > 2.5 Mbps


4

Average latency ranking

Figure 3: Average latency ranking by service provider

Maxis also recorded the lowest latency amongst the wireless broadband service providers in all of the

measured states with an average time of 40.64 ms. Low latency would be critical for interactive online

gaming, voice over IP calls and video calls. Basic latency of lower than 250 ms would be required to achieve

this and based on the measurement conducted, Maxis was able to provide latency of less than 250 ms for

99.66% of the time.

Packet Loss Rate

Figure 4: Percentage of packet loss

40.6446.70

58.65

66.50 66.5769.22

0

10

20

30

40

50

60

70

80

Maxis Celcom YTL Digi Webe U Mobile

1 2 3 4 5 6

Average Latency (ms)

0.00

0.02

0.04

0.06

0.08

0.10

0.12

0.14

0.16

0.18

YTL Maxis Celcom Webe Digi U Mobile

0.01

0.04 0.05

0.11

0.15

0.18

% of packet loss


5

In terms of packet loss, all service providers recorded low packet loss percentage. Even though packet loss

may disrupt user experience when the loss rate is tremendously high, typically networks are designed to

retransmit loss data packets that will ensure end user have minimal to no disruptions and unaware of the

loss packets. Basically high packet loss will disrupt voice or video calls on over-the-top applications. If users

encountered high packet loss during a two-way communication such as during a video call, the video will

get disrupted with pixel loss or slow motions and stuttered voice. When this happens, it indicates that some

data packets did not reach its intended destination. Based on the measurement conducted, all service

providers showed low packet loss rate indicating that their networks were well managed thus avoiding

congestions that could affect the packet loss rate.

2.2 Regional Network Performance – Wireless Broadband

This section will delve into the regional results to better understand the level of network performance and

service provided to consumers at each relevant states within the region. The measurement focused on

areas where complaints have been reported with reference to wireless broadband services. These areas

included but not limited to, commercial areas, industrial areas, residential and township areas.

Central Region

Measurement in central region included the state of Negeri Sembilan, Selangor and Wilayah Persekutuan

(WP) Kuala Lumpur & Putrajaya.

Service Provider Average Download Throughput

(Mbps)

Average latency (ms)

Percentage of packet loss

(%)

Celcom 20.37 34.87 0.00

Digi 21.92 43.04 0.13

Maxis 31.97 33.16 0.00

U Mobile 18.36 45.54 0.08

Webe 19.18 49.41 0.06

YTL 18.36 50.83 0.04

Table 1: Central region aggregated network performance for 2020

State level insights

Maxis recorded highest average download throughput in central region with 31.97 Mbps. All three states

in central region had Maxis as the best service provider in terms of average download throughput.


6

Figure 5: Average download throughput for states in Central Region

As for latency round-trip time (RTT) in central region, Maxis had the lowest overall average latency with

33.16 ms. At state level, Digi recorded the lowest average latency in Negeri Sembilan, while Celcom had

the lowest average latency in Selangor. Maxis recorded the lowest average latency in WP Kuala Lumpur

and Putrajaya.

Figure 6: Average latency for states in Central Region

Negeri Sembilan Selangor WP

Celcom 14.74 20.96 24.15

Digi 24.71 22.55 18.52

Maxis 31.71 29.9 35.83

U Mobile 15.15 19.78 18.5

Webe 13.19 21.62 19.32

YTL 18.46 17.21 20.41

14.74

20.9624.1524.71

22.5518.52

31.7129.9

35.83

15.15

19.78 18.5

13.19

21.6219.3218.46 17.21

20.41

0

15

30

45

Average Download Throughput by State (Mbps)


Negeri Sembilan Selangor WP

Celcom 39.73 31.43 33.45

Digi 35.63 63.05 30.44

Maxis 44.09 32.31 23.09

U Mobile 46.61 52.92 37.1

Webe 46.07 65.65 36.51

YTL 60.18 49.48 42.82

39.73

31.43 33.4535.63

63.05

30.44

44.09

32.31

23.09

46.6152.92

37.1

46.07

65.65

36.51

60.18

49.4842.82

0

20

40

60

80

Average Latency by State (ms)



7

Southern Region

Measurement in southern region covers the state of Melaka and Johor.


(Mbps)



(%)

Celcom 17.67 42.04 0.02

Digi 24.92 52.47 0.10

Maxis 28.87 38.50 0.01

U Mobile 13.45 91.70 0.34

Webe 15.13 62.75 0.16

YTL 16.20 58.50 0.02

Table 2: Southern region aggregated network performance for 2020


Maxis had the highest average download throughput in southern region with 28.87 Mbps. Maxis led both

states in terms of providing the best average download throughput.

Figure 7: Average download throughput for states in Southern Region

Maxis recorded the lowest average latency in southern region with 38.50 ms. The average latency of RTT

for both states showed that Maxis had the lowest average latency.

Melaka Johor

Celcom 17.22 18.09

Digi 21.08 28.88

Maxis 27.04 30.65

U Mobile 11.62 15.27

Webe 14 16.25

YTL 14.01 18.36

17.22 18.0921.08

28.8827.0430.65

11.6215.2714

16.2514.01

18.36

0

15

30

45




8

Figure 8: Average latency for states in Southern Region

Eastern Region

Measurement in eastern region covered the state of Kelantan, Terengganu and Pahang.


(Mbps)



(%)

Celcom 18.53 40.14 0.08

Digi 28.22 117.35 0.21

Maxis 30.60 35.79 0.00

U Mobile 14.63 60.71 0.26

Webe 14.08 46.64 0.10

YTL 20.58 63.76 0.00

Table 3: Eastern region aggregated network performance for 2020


Maxis had the highest average download throughput in eastern region with 30.60 Mbps. Maxis recorded

the highest average download throughput in Kelantan and Pahang states, while Digi had the highest

average download throughput recorded in Terengganu.

Melaka Johor

Celcom 43.26 40.81

Digi 62.6 42.33

Maxis 42.14 34.86

U Mobile 91.75 91.65

Webe 47.67 77.82

YTL 60.99 56.6

43.26 40.81

62.6

42.3342.1434.86

91.75 91.65

47.67

77.82

60.9956.6

0

20

40

60

80

100




9

Figure 9: Average download throughput for states in Eastern Region

Maxis recorded the lowest average latency in eastern region with 35.79 ms, and had the lowest average

latency in Kelantan and Pahang. Celcom had the lowest average latency recorded in Terengganu.

Figure 10: Average latency for states in Eastern Region

Kelantan Pahang Terengganu

Celcom 15.89 21.3 18.67

Digi 24.91 33.13 26.95

Maxis 28.21 37.82 26.26

U Mobile 7.09 22.97 14.64

Webe 15.56 15.31 11.36

YTL 17.68 23.24 20.81

15.89

21.318.67

24.91

33.13

26.9528.21

37.82

26.26

7.09

22.97

14.6415.56 15.3111.36

17.68

23.2420.81

0

15

30

45



Kelantan Pahang Terengganu

Celcom 35.51 47.89 37.02

Digi 125.64 113.23 113.18

Maxis 33.99 29.17 44.22

U Mobile 57.77 55.56 68.8

Webe 35.88 52.1 51.93

YTL 55.83 63.64 71.81

35.5147.89

37.02

125.64113.23 113.18

33.99 29.17

44.22

57.77 55.56

68.8

35.88

52.1 51.9355.8363.64

71.81

0

30

60

90

120

150




10

Northern Region

Measurement in northern region covered the state of Perak, Pulau Pinang, Kedah and Perlis.


(Mbps)



(%)

Celcom 10.75 47.03 0.03

Digi 21.96 53.67 0.23

Maxis 22.55 33.60 0.05

U Mobile 16.65 65.66 0.04

Webe 13.07 88.89 0.19

YTL 15.96 52.30 0.01

Table 4: Northern region aggregated network performance for 2020


Maxis recorded the highest average download throughput in northern region with 22.55 Mbps. Maxis led in

terms of average throughput in Kedah and Pulau Pinang, while Digi had the best average throughput in

Perak. YTL recorded the highest average throughput in Perlis.

Figure 11: Average download throughput for states in Northern Region

As for latency RTT, Maxis had the lowest average in northern region with 33.60 ms. Results showed Maxis

had the lowest latency in Kedah, Pulau Pinang and Perlis, while Celcom had the best latency in Perak.

Kedah Penang Perak Perlis

Celcom 5.6 12.15 13.05 9.32

Digi 15.61 14.72 34.6 7.53

Maxis 20.01 20.48 26.62 17.69

U Mobile 16.63 15.74 17.68 14.94

Webe 7.31 12.88 16.45 17.05

YTL 11.99 11.78 20.63 25.24

5.6

12.15 13.059.32

15.61 14.72

34.6

7.53

20.01 20.48

26.62

17.6916.63 15.7417.68

14.94

7.31

12.8816.45 17.05

11.99 11.78

20.63

25.24

0

15

30

45




11

Figure 12: Average latency for states in Northern Region

Sabah Region

The measurement covered both West and East of Sabah.


(Mbps)



(%)

Celcom 11.20 78.30 0.13

Digi 25.40 65.10 0.00

Maxis 16.31 75.35 0.20

U Mobile 10.04 102.16 0.32

Webe 18.82 81.39 0.01

YTL 14.64 75.29 0.01

Table 5: Sabah region aggregated network performance for 2020

Based on results, Digi recorded the best average download throughput in both West and East of Sabah.

Overall, Digi had the highest average download throughput recorded in Sabah with 25.40 Mbps.

Kedah Penang Perak Perlis

Celcom 57.56 46.19 38.89 45.49

Digi 44.44 37.59 46.26 86.37

Maxis 31.77 30.81 40.46 31.35

U Mobile 54.56 55.13 101.3 51.66

Webe 147.64 37.37 95.62 74.93

YTL 58.22 54.09 46.04 50.85

57.5646.19

38.8945.4944.44

37.5946.26

86.37

31.77 30.8140.46

31.35

54.56 55.13

101.3

51.66

147.64

37.37

95.62

74.93

58.22 54.0946.04 50.85

0

30

60

90

120

150

180




12

Figure 13: Average download throughput for Sabah

Results also shows Digi had the lowest average network latency in Sabah with 65.10 ms. Digi recorded

best network latency in East of Sabah, while Maxis recorded the best latency in West of Sabah.

Figure 14: Average latency for Sabah

West Sabah East Sabah

Celcom 17.09 4.52

Digi 21.27 30.05

Maxis 20.39 11.65

U Mobile 7.18 13.73

Webe 16.44 21.42

YTL 14 15.36

17.09

4.52

21.27

30.05

20.39

11.657.18

13.7316.44

21.42

14.00 15.36

0

15

30

45

Average Download Throughput Sabah (Mbps)


West Sabah East Sabah

Celcom 77.13 79.46

Digi 71.74 58.46

Maxis 53.25 97.44

U Mobile 63.95 140.36

Webe 94.74 68.04

YTL 70.42 80.16

77.13 79.4671.74

58.4653.25

97.44

63.95

140.36

94.74

68.0470.4280.16

0

30

60

90

120

150

Average Latency Sabah (ms)



13

3. WIRED BROADBAND ACCESS SERVICE

Wired broadband measurements were segregated into two different technologies; Gigabit Passive Optical

Networks (GPON) or fibre, and Digital Subscriber Line (DSL) or copper. Measurements were conducted at

home premises subscribing to home internet packages offered by service providers. The test location

focused on home subscribers that have lodged complaints to the service providers or MCMC with regards

to network performance. The numbers of locations audited varies between service providers. Due to the

pandemic, the number of locations tested for the year 2020 was lower, compared to previous year and the

period of tests also different for each service providers. The test simulated real user experience by

measuring at the end user using probe connected directly via LAN cable to the residential gateway or router

to monitor the throughput performance, latency and packet loss.

3.1 Overall Aggregated Network Performance QoS for Wired Broadband

Measurements were performed on TM, TIME and Maxis for fibre-optic technologies as a last mile, while

test on copper (DSL) involved Maxis and TM. The measurement conducted was based on various

consumers’ subscribed packages ranging from 1 Mbps to 30 Mbps for DSL and 30 Mbps to 1 Gbps for

fibre. Therefore, no average throughput for nationwide was recorded due to the variations of throughput

limits.

Figure 15, depicts the average latency (RTT) performance measured nationwide based on access

technologies for each service provider.

Figure 15: Wired broadband average latency – Nationwide

3.2 Regional Network Performance – Wired Broadband

This part of the report describes the aggregated measurement results of throughput, latency and packet

loss for each state within the respective regions. The measurement took samples from areas where users

had complaints with regards to wired broadband services. The following sections show the wired broadband

service performance by states according to the respective parameters.

Throughput shown in this section was the percentage of time subscribers were able to experience more

than 90% of the subscribed speed for their fibre package and 70% of the subscribed speed for their DSL

package. The latency data shown in this section was the percentage of time when the data packet round-

trip was less than 85ms.

23.3220.63

12.69

5.91

14.01

0.00

5.00

10.00

15.00

20.00

25.00

Maxis TIME TM

Average Latency (ms) - Nationwide

DSL Fibre


14

Central Region

Measurement in central region included the state of Negeri Sembilan, Selangor, Wilayah Persekutuan (WP)

Kuala Lumpur and Putrajaya.

Service Provider

Fibre DSL

Percentage of time (%)

Packet loss %

Percentage of time (%) Packet loss %

Uplink throughput

≥ 90% subscribed

speed

Download throughput

≥ 90% subscribed

speed

Latency ≤ 85 ms

Uplink throughput

≥ 70% subscribed

speed

Download throughput

≥ 70% subscribed

speed

Latency ≤

85 ms

TM 99.55 99.88 100.00 0.00 100.00 100.00 100.00 0.07

Time 99.70 75.23 100.00 0.00

Maxis 99.75 98.05 96.25 0.08 99.30 93.35 100.00 6.81

Table 6: Central region aggregated network performance for 2020

Figure 16: Throughput results for fibre and DSL in Central Region

99.7%

99.1%

99.8%

99.7%

100.0%

100.0%

100.0%

100.0%

99.1%

100.0%

99.8%

99.9%

96.6%

78.8%

100.0%

100.0%

26.2%

99.6%

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

Maxis

TM

Maxis

Time

TM

Maxis

Time

TM

Maxis

TM

Ne

geri

Sem

bila

nSe

lan

gor

Ku

ala

Lum

pu

rP

utr

ajay

a

Throughput Fibre - Central Region

Download Upload


15

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

100.0%

99.3%

100.0%

100.0%

93.4%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

TM

Maxis

TM

Ne

geri

Sem

bila

nSe

lan

gor

Throughput DSL - Central Region

Download Upload

90.0%

100.0%

95.5%

100.0%

100.0%

100.0%

100.0%

100.0%

100.0%

100.0%

85.0% 90.0% 95.0% 100.0%

Maxis

TM

Maxis

Time

TM

Maxis

Time

TM

Maxis

TM

Ne

geri

Sem

bila

nSe

lan

gor

Ku

ala

Lum

pu

rP

utr

ajay

a

Latency Fibre - Central Region


16

Table 7: Packet Loss results for fibre and DSL in Central Region

SELANGOR KUALA

LUMPUR NEGERI SEMBILAN PUTRAJAYA

MAXIS

DSL 6.81% N/A N/A N/A

FIBRE 0.14% 0.00% 0.00% 0.00%

TIME

FIBRE 0.00% 0.00% N/A N/A

TM

DSL 0.19% N/A 0.03% N/A

FIBRE 0.00% 0.00% 0.00% 0.00%

Southern Region

Measurement in southern region included the state of Melaka and Johor.

Service Provider

Fibre DSL


Packet loss %


Uplink throughput

≥ 90% subscribed

speed

Download throughput

≥ 90% subscribed

speed

Latency ≤ 85 ms

Uplink throughput

≥ 70% subscribed

speed

Download throughput

≥ 70% subscribed

speed

Latency ≤

85 ms

TM 100.00 95.87 100.00 0.04 100.00 100.00 100.00 0.12

Maxis 93.85 88.27 100.00 0.04

Table 8: Southern region aggregated network performance for 2020

100.0%

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

TM

Maxis

TM

Ne

geri

Sem

bila

nSe

lan

gor

Latency DSL - Central Region


17

Figure 18: Throughput results for fibre and DSL in Southern Region

Figure 19: Latency results for fibre and DSL in Southern Region

89.70%

100.00%

98.93%

100.00%

84.79%

97.70%

93.63%

94.63%

20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

Maxis

TM

Maxis

TM

Mel

aka

Joh

or

Throughput Fibre - Southern Region

Download Upload

100.0%

100.0%

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

TM

TM

Mel

aka

Joh

or

Throughput DSL - Southern Region

Download Upload

100.0%

100.0%

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Maxis

TM

Maxis

TM

Mel

aka

Joh

or

Latency Fibre - Southern Region


18

Table 9: Packet Loss results for fibre and DSL in Southern Region

JOHOR MELAKA

MAXIS

FIBRE 0.00% 0.07%

TM

DSL 0.37% 0.00%

FIBRE 0.00% 0.10%

Northern Region

Measurement in northern region included the state of Perak, Pulau Pinang, Kedah and Perlis.

Service Provider

Fibre DSL


Packet loss %


Uplink throughput

≥ 90% subscribed

speed

Download throughput

≥ 90% subscribed

speed

Latency ≤ 85 ms

Uplink throughput

≥ 70% subscribed

speed

Download throughput

≥ 70% subscribed

speed

Latency ≤

85 ms

TM 99.95 99.57 100.00 0.00 100.00 99.83 100.00 0.04

Maxis 100.00 99.15 100.00 0.21

Table 10: Northern region aggregated network performance for 2020

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

TM

TM

Mel

aka

Joh

or

Latency DSL - Southern Region


19

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

99.79%

100.00%

100.00%

100.00%

100.00%

98.15%

100.00%

100.00%

99.15%

100.00%

70.0% 75.0% 80.0% 85.0% 90.0% 95.0% 100.0%

TM

TM

TM

Maxis

TM

Per

akP

ula

uP

inan

gK

edah

Per

lisP

erlis

Throughput Fibre - Northern Region

Download Upload

100.00%

100.00%

100.00%

99.56%

100.00%

100.00%

70.0% 75.0% 80.0% 85.0% 90.0% 95.0% 100.0% 105.0%

TM

TM

TM

Per

akK

edah

Per

lis

Throughput DSL - Northern Region

Download Upload


20

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

Table 11: Packet Loss results for fibre and DSL in Northern Region

KEDAH

PULAU PINANG

PERAK PERLIS

MAXIS

FIBRE N/A N/A N/A 0.21%

TM

DSL 0.11% N/A 0.00% 0.00%

FIBRE 0.00% 0.00% 0.00% 0.00%

100.0%

100.0%

100.0%

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

TM

TM

TM

Maxis

TM

Per

akP

ula

uP

inan

gK

edah

Per

lisP

erlis

Latency Fibre - Northern Region

100.0%

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

TM

TM

TM

Maxis

TM

Per

akP

ula

uP

inan

gK

edah

Per

lisP

erlis

Latency DSL - Northern Region


21

Eastern Region

Measurement in eastern region included the state of Pahang, Terengganu and Kelantan.

Service Provider

Fibre DSL


Packet loss %


Uplink throughput

≥ 90% subscribed

speed

Download throughput

≥ 90% subscribed

speed

Latency ≤ 85 ms

Uplink throughput

≥ 70% subscribed

speed

Download throughput

≥ 70% subscribed

speed

Latency ≤

85 ms

TM 100.00 97.70 100.00 0.05 100.00 100.00 100.00 0.00

Table 12: Eastern region aggregated network performance for 2020

Figure 22: Throughput results for fibre and DSL in Eastern Region

100.00%

100.00%

100.00%

100.00%

98.67%

94.36%

20.0% 40.0% 60.0% 80.0% 100.0%

TM

TM

TM

Pah

ang

Tere

ngg

anu

Kel

anta

n

Throughput Fibre - Eastern Region

Download Upload

100.00%

100.00%

100.00%

100.00%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

TM

TM

Pah

ang

Kel

anta

n

Throughput DSL - Eastern Region

Download Upload


22

Figure 23: Latency results for fibre and DSL in Eastern Region

Table 13: Packet loss results for fibre and DSL in Eastern Region

PAHANG KELANTAN TERENGGANU

TM

DSL 0.00% 0.00% N/A

FIBRE 0.00% 0.14% 0.00%

100.0%

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

TM

TM

TM

Pah

ang

Tere

ngg

anu

Kel

anta

n

Latency Fibre - Eastern Region

100.0%

100.0%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

TM

TM

Pah

ang

Kel

anta

n

Latency DSL - Eastern Region


23

Sabah

Service Provider

Fibre


Packet loss %

Uplink throughput ≥ 90% subscribed

speed

Download throughput ≥ 90% subscribed

speed

Latency ≤ 85 ms

TM 98.6 98.7 98.48 0.00

Table 14: Sabah region aggregated network performance for 2020

Figure 24: Throughput results for fibre in Sabah

Figure 25: Latency results for fibre in Sabah

Table 15: Packet Loss results for fibre in Sabah

SABAH

TM

FIBRE 0.00%

98.6%98.7%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Sabah TM

Throughput Fibre - Sabah

Download Upload

98.48%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Sabah TM

Latency Fibre - Sabah & Sarawak


24

4. PUBLIC CELLULAR SERVICE (PCS)

Public Cellular Service (PCS) is a voice service assessment conducted on the relevant PCS providers by

way of drive test and static measurement methods. Voice calls were assessed by simulating real user

experience using mobile phones to make calls to another party (B-party) and assessed the accessibility

and the retainability. Both of these were measured by means of Call Setup Success Rate (CSSR) and

Dropped Call Rate (DCR) respectively. The headline results shown here are for the key metrics aggregated

level across Malaysia for PCS measured from January to December 2020.

4.1 Overall Aggregated Network Performance QoS for Public Cellular

Service

Table 16 shows the overall results for nationwide route for Public Cellular Services (PCS) on Dropped

Call Rate (DCR) and Call Setup Success Rate (CSSR).

Dropped Call Rate (≤ 3%)

1.72 2.51 1.98 2.03

Call Setup Success Rate (≥ 95%)

98.59 98.76 99.28 98.08

Table 16: Overall result of Public Cellular Service for Nationwide Assessment 2020

Overall performance based on results, Celcom showed the best dropped call rate performance with lowest

percentage of DCR nationwide with 1.72% compared to other service providers. The CSSR criteria showed

all service providers were able to deliver more than 95% of call setup success rate for year 2020. Maxis

recorded the highest average CSSR with 99.28%.


25

4.2 Regional Network Performance – Public Cellular

This part of the report shows Dropped Call Rate (DCR) and Call Setup Success Rate (CSSR) according

to region and states.

Central Region

Measurement in central region included the state of Negeri Sembilan, Selangor and Wilayah Persekutuan

(WP) Kuala Lumpur.

Service Provider

Dropped Call Rate

Call Setup Success Rate

Celcom 1.17% 99.12%

Digi 1.56% 99.46%

Maxis 1.80% 99.56%

U Mobile 1.29% 98.83%

Table 17: Overall results in Central Region

Based on results, Celcom recorded the best DCR with 1.17%. The CSSR criteria showed all service

providers were able to deliver more than 95% of CSSR for year 2020 and Maxis showed the best CSSR

with 99.56% in central region.


Based on results, Celcom had the best DCR in all states while Maxis recorded the worst DCR in all states

within central region. In terms of CSSR, Maxis had the best CSSR in KL and Selangor, while Digi recorded

the best CSSR in Negeri Sembilan and shared the best spot with Maxis in KL.

Figure 26: DCR in Central Region

1.18%

0.00%

1.56%

1.03%

1.38%

2.43%

1.26%

2.11%

2.47%

1.19%

0.46%

1.74%

0.00%

1.50%

3.00%

Selangor Kuala Lumpur Negeri Sembilan

DCR by State - Central Region

Celcom Digi Maxis U Mobile


26

Figure 27: CSSR in Central Region

Northern Region

Measurement in Northern region included the state of Kedah, Perak, Perlis and Pulau Pinang

Service Provider

Dropped Call Rate


Celcom 1.86% 98.01%

Digi 2.79% 99.20%

Maxis 2.47% 98.91%

U Mobile 2.68% 97.87%

Table 18: Overall results of Northern Region

For overall performance, all service providers were able to meet the requirement for both DCR and CSSR

for year 2020 in Northern region. Celcom showed the best DCR performance with the lowest percentage

of 1.86% and Digi recorded the highest CSSR with 99.20%


Results showed that Celcom had the best DCR in Kedah, Perlis and Perak, while Digi recorded the best

DCR in Pulau Pinang. In terms of CSSR, Digi had the best CSSR in Perlis, Perak and Pulau Pinang, while

Maxis recorded the highest CSSR in Kedah.

99.25% 99.77%98.71%

99.36% 100.00% 99.44%

99.58% 100.00%99.39%

99.25% 99.77%97.91%

90.00%

95.00%

100.00%

Selangor Kuala Lumpur Negeri Sembilan

CSSR by State - Central Region



27

Figure 28: DCR in Northern Region

Figure 29: CSSR in Northern Region

2.30%

0.59%

2.11%

1.30%3.82%

1.32%

3.02%

1.18%

2.53%

2.03%

2.61%2.37%

2.46% 2.12% 2.42%

3.90%

0.00%

1.50%

3.00%

4.50%

Kedah Perlis Perak Pulau Pinang

DCR by State - Northern Region


97.88%98.69%

97.88% 98.09%

98.87% 99.71% 99.07% 99.82%

99.31%98.71% 98.37%

99.19%

97.73%98.95%

97.80% 97.64%

90.00%

95.00%

100.00%

Kedah Perlis Perak Pulau Pinang

CSSR by State - Northern Region



28

Eastern Region

Measurement in Eastern region included the state of Kelantan, Pahang and Terengganu

Service Provider

Dropped Call Rate


Celcom 2.05% 98.58%

Digi 3.97% 97.88%

Maxis 2.26% 99.33%

U Mobile 2.61% 97.20%

Table 19: Overall results in Eastern Region

Based on the results above, Celcom recorded the best DCR with 2.05%, while Digi recorded the worst DCR

with 3.97%. The CSSR criteria showed all service providers were able to deliver more than 95% and Maxis

showed the best CSSR with 99.33%


In Eastern region, Maxis recorded the best DCR in Kelantan and Terengganu, while Celcom recorded the

best DCR in Pahang. In terms of CSSR, Maxis had the best CSSR in all three states.

Figure 30: DCR in Eastern Region

2.56% 2.57%

1.41%

3.89%

4.56%

3.64%

1.79%

2.39% 2.45%2.53% 2.75% 2.57%

0.00%

1.50%

3.00%

4.50%

6.00%

Kelantan Terengganu Pahang

DCR by State - Eastern Region



29

Figure 31: CSSR in Eastern Region

Southern Region

Measurement in Southern region included the state of Johor and Melaka.

Service Provider

Dropped Call Rate


Celcom 2.00% 97.83%

Digi 1.85% 98.80%

Maxis 1.21% 99.63%

U Mobile 1.37% 98.89%

Table 20: Overall results in Southern Region

For overall performance, Maxis recorded the lowest DCR with 1.21%, while also delivering the highest

CSSR with 99.63% in Southern region.


Maxis had the best DCR in Johor, while Digi had the best DCR in Melaka. In terms of CSSR, Maxis recorded

the highest rate in both states.

98.30% 98.37% 98.88%

97.11%98.52% 97.91%

99.71% 99.63%98.92%

97.07% 97.23% 97.26%

90.00%

95.00%

100.00%

Kelantan Terengganu Pahang

CSSR by State - Eastern Region



30

Figure 32: DCR in Southern Region

Figure 33: CSSR in Southern Region

Sabah

Service Provider

Dropped Call Rate


Celcom 2.06% 98.93%

Digi 1.84% 98.62%

Maxis 2.14% 99.04%

U Mobile 1.77% 98.41%

Table 21: Overall results of Sabah state

1.79%

2.60%2.41%

0.17%

1.22% 1.17%1.27%

1.68%

0.00%

1.50%

3.00%

Johor Melaka

DCR by State - Southern Region


97.52%98.80%98.78% 98.84%

99.61% 99.67%98.91% 98.84%

90.00%

95.00%

100.00%

Johor Melaka

CSSR by State - Southern Region



31

Based on results U Mobile recorded the best DCR with 1.77%, while Maxis had the highest CSSR in

Sabah. All service providers were able to meet the requirement of DCR and CSSR.

Figure 34: DCR in Sabah state

Figure 35: CSSR in Sabah state

2.06%1.84%

2.14%

1.77%

0.00%

1.50%

3.00%

Sabah

DCR by State - Sabah


98.93% 98.62% 99.04%98.41%

90.00%

95.00%

100.00%

Sabah

CSSR by State - Sabah



32

5. SUMMARY

This report represents the network performance for the year 2020, and based on results obtained, in terms

of wireless broadband services, Maxis once again established itself as the best service provider for average

download throughput and average latency nationwide. All service providers recorded very low packet loss

rate indicating their networks were reliable in delivering data to the intended destination.

Table 22 below shows the year on year comparison of average download throughput for wireless

broadband between 2020 and 2019. Three service providers, Celcom, Digi and Maxis showed a decline in

average download throughput while the others showed a commendable increase. This trend could be due

to the movement restrictions imposed, which changed the usage pattern from areas of commercial

premises to residential. Combined with online learning, this change of pattern had impacted service

providers with high number of subscribers such as Celcom, Digi and Maxis.

Service Provider 2020 (Mbps) 2019 (Mbps) +/- YOY Download throughput

Celcom 16.64 23.17 -28.18%

Digi 24.05 25.32 -5.02%

Maxis 27.58 32.32 -14.67%

U Mobile 15.65 14.4 +8.68%

Webe 16.32 11.26 +44.94%

YTL 17.65 16.24 +8.68%

Table 22: Wireless broadband average download throughput year-over-year comparison

Due to travel restrictions posed by Covid-19 pandemic, there was no report for Sarawak in 2020. The

majority of locations tested in 2020 comprised of complaint areas. Service providers were required to close

the gap in order to fulfill the demands of the end users in the era of new norm which has made good data

connectivity and service more essential.

As for wired broadband service, fibre technology will provide better performance in terms of throughput and

latency. Higher speed subscription packages offered by the service providers also rely on fibre as the last

mile. Based on the results obtained for the year 2020, TM and Maxis were able to provide at least 90% of

the subscribed speed for more than 90% of the time for both download and upload throughput for fibre

technology. TIME could provide the required upload throughput but unable to meet the standards for

download throughput. This was mainly due to the higher subscription packages of up to 1Gbps offered by

TIME, which some subscribers failed to get at least 900 Mbps throughput for 90% of the time due to router

incompatibility. Results for DSL technology showed TM and Maxis, were able to provide the required

throughput and latency as mandated. However, Maxis recorded more than 1% of packet loss for DSL

technology.

For public cellular voice call performance, all service providers were able to provide services within the

required rate for both DCR and CSSR. At the moment, the voice call performance is inclusive of all calls

made through 2G, 3G and LTE network. Service providers are expected to deploy and expand the Voice

over LTE (VoLTE) service and coverage as 3G network is planned to be shut down by end of 2021.

The year 2020 was an unprecedented year, in which the use of electronic communication has become ever

more important in people’s everyday life due to the global pandemic. The traffic pattern shifted for many,

as more people were required to work from home, while in education sector, online classes became a norm.

This change of trend at times put more stress on the network in delivering the best quality of service to the

end user. MCMC through the JENDELA initiative aims to provide greater digital connectivity by expanding

mobile broadband coverage, upgrading mobile broadband speed and enabling more premises with gigabit

fixed broadband.


33

End of Report

network performance report 2020

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