{"id":159779,"date":"2026-04-05T15:55:17","date_gmt":"2026-04-05T15:55:17","guid":{"rendered":"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge"},"modified":"2026-04-05T16:38:21","modified_gmt":"2026-04-05T16:38:21","slug":"kenyas-mobile-network-quality-hits-four-year-low-amid-surge","status":"publish","type":"post","link":"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge","title":{"rendered":"Kenya’s Mobile Network Quality Hits Four-Year Low Amid Surge"},"content":{"rendered":"
\n

What You Need to Know<\/h4>\n

The quality of mobile phone services in Kenya has fallen to a four-year low, with the latest report from the Communications Authority indicating a drop to 68% in the 2024-2025 period. This decline raises concerns about infrastructure adequacy as demand for voice and data services continues to surge, impacting user experience across all major operators.<\/p>\n<\/div>\n

Africa-Press – Kenya. <\/strong> <\/span>The quality of services by mobile telephone service providers in Kenya has continues to drop even as demand for voice and data services surges.Latest Communications Authority of Kenya (CA) findings show that the industry\u2019s average end-to-end (E2E) quality score fell to about 68 per cent in the 2024\u20132025 period, signalling deterioration in user experience and raising concerns over infrastructure adequacy.<\/p>\n

The average quality has been on a downfall since 2020, when it was rated at 75.3 per cent, 2021 at 82.3 per cent, 2022 at 72.5 per cent, and 2023 at 68.1 per cent.<\/p>\n

The quality of service (QoS) framework assesses operators using a composite index built from three pillars: end-to-end service performance (60 per cent), network performance (25 per cent), and customer experience (15 per cent).<\/p>\n

End-to-end performance captures real user experience, including call completion rates, internet speeds, dropped calls and latency, making it the most influential determinant of overall service quality.<\/p>\n

According to the regulator, the situation worsened in the 2024\u20132025 assessment cycle, with the customer experience survey placing Safaricom at 70 per cent, Airtel at 68.4 per cent, and Telkom at 60 per cent.<\/p>\n

These scores reflect a broad-based decline across all operators, with none meeting the regulator\u2019s current compliance threshold of 80 per cent.<\/p>\n

This is an annual drop compared to a year earlier when Safaricom led the market with a QoS score of 85.71 per cent, followed by Airtel Kenya at 79.74 per cent, while Telkom Kenya lagged significantly at 55.02 per cent.<\/p>\n

The CA survey highlights persistent network-related challenges as the most pressing issue for subscribers, particularly around coverage gaps, call drops and broadband congestion.<\/p>\n

While Safaricom maintains a lead in overall satisfaction (70 per cent), it faces increasing complaints tied to service access and responsiveness.<\/p>\n

Airtel remains competitive, buoyed by affordability, though it records higher complaints on coverage and call drops.<\/p>\n

Telkom, on the other hand, trails both rivals, reflecting structural weaknesses in network performance and customer experience.<\/p>\n

The findings suggest that despite continued subscriber growth and data consumption, investment in network expansion, including towers, fibre backhaul, and spectrum efficiency, has not kept pace with demand.<\/p>\n

The declining scores come as the regulator moves to tighten enforcement.<\/p>\n

The regulator is raising the minimum acceptable QoS threshold from 80 per cent to 90 per cent, significantly narrowing the margin for error.<\/p>\n

Operators that fail to meet the targets risk fines of up to 0.2 per cent of annual revenues, potentially amounting to hundreds of millions of shillings.<\/p>\n

For the first time, penalties may be applied at the county level rather than nationally.<\/p>\n

This shift is expected to expose regional disparities in service quality, particularly in underserved and rural areas.<\/p>\n

In February, the government introduced a revised Quality of Service framework for 4G and 5G networks, replacing outdated 2018 guidelines that were primarily designed for 2G and 3G technologies.<\/p>\n

The new rules reflect the transition to data-driven voice technologies such as VoLTE (Voice over LTE) and VoNR (Voice over New Radio), where calls are transmitted as internet data rather than traditional circuit-switched voice.<\/p>\n

Key requirements under the updated framework include Call Setup Success Rate (CSSR) 99 per cent for 4G; call setup time under two seconds, and voice quality (MOS) at a minimum acceptable threshold for clarity.<\/p>\n

Others are packet loss, mute calls, and one-way audio at below one per cent, and a 5G call drop rate of below two per cent<\/p>\n

Operators are also required to deploy advanced network systems such as the Internet Protocol Multimedia Subsystem (IMS) to support high-quality voice services on modern networks.<\/p>\n

Crucially, performance on these parameters will now feed directly into the overall compliance score, meaning poor 4G and 5G voice performance will immediately impact an operator\u2019s regulatory standing.<\/p>\n

The tightening regulatory environment, coupled with deteriorating service metrics, is pushing Kenya\u2019s telecom operators into a new phase of capital-intensive competition.<\/p>\n

Meeting the stricter standards will require sustained investment in infrastructure, including densification of base stations, expansion of fibre networks, and optimisation of spectrum at a time when data usage continues to surge.<\/p>\n

The quality of mobile services in Kenya has been on a downward trend since 2020, when it was rated at 75.3%. The latest findings show a significant decline, with the average quality score dropping to 68% in the 2024-2025 period. This deterioration highlights ongoing challenges in network performance and customer experience, prompting regulatory changes to improve service standards.<\/p>\n

The Communications Authority has responded by tightening the Quality of Service framework, raising compliance thresholds and introducing penalties for operators that fail to meet the new standards. This shift aims to address persistent issues such as coverage gaps and call drops, particularly in underserved areas<\/p>\n

Find more news and analyses on Kenya<\/span> on the Africa Press<\/span> website<\/p>\n","protected":false},"excerpt":{"rendered":"

What You Need to Know The quality of mobile phone services in Kenya has fallen to a four-year low, with the latest report from the Communications Authority indicating a drop to 68% in the 2024-2025 period. This decline raises concerns about infrastructure adequacy as demand for voice and data services continues to surge, impacting user […]<\/p>\n","protected":false},"author":84,"featured_media":159778,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,3],"tags":[6571,544,15784,15783,15001],"class_list":["post-159779","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all-news","category-community","tag-infrastructure","tag-kenya","tag-mobile-network","tag-service-quality","tag-telecommunications"],"yoast_head":"\nKenya's Mobile Network Quality Hits Four-Year Low Amid Surge - kenya<\/title>\n<meta name=\"description\" content=\"Kenya's mobile network quality has dropped to a four-year low, raising concerns over infrastructure and service adequacy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kenya's Mobile Network Quality Hits Four-Year Low Amid Surge\" \/>\n<meta property=\"og:description\" content=\"Kenya's mobile network quality has dropped to a four-year low, raising concerns over infrastructure and service adequacy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge\" \/>\n<meta property=\"og:site_name\" content=\"kenya\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/AfricaPressTunisiaa\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-05T15:55:17+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-05T16:38:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/static.africa-press.net\/kenya\/sites\/28\/2026\/04\/sm_1775406983.809196.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"720\" \/>\n\t<meta property=\"og:image:height\" content=\"404\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"cfeditoren\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"cfeditoren\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge\"},\"author\":{\"name\":\"cfeditoren\",\"@id\":\"https:\/\/www.africa-press.net\/kenya\/#\/schema\/person\/068c7ab4e9634ae78ec5d54ec46598bb\"},\"headline\":\"Kenya’s Mobile Network Quality Hits Four-Year Low Amid Surge\",\"datePublished\":\"2026-04-05T15:55:17+00:00\",\"dateModified\":\"2026-04-05T16:38:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge\"},\"wordCount\":836,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge#primaryimage\"},\"thumbnailUrl\":\"https:\/\/static.africa-press.net\/kenya\/sites\/28\/2026\/04\/sm_1775406983.809196.jpg\",\"keywords\":[\"Infrastructure\",\"Kenya\",\"mobile network\",\"service quality\",\"telecommunications\"],\"articleSection\":[\"all news\",\"community\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge\",\"url\":\"https:\/\/www.africa-press.net\/kenya\/all-news\/kenyas-mobile-network-quality-hits-four-year-low-amid-surge\",\"name\":\"Kenya's Mobile Network Quality Hits Four-Year Low Amid Surge - 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