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Mobitel’sInitiatives for Evaluating
Customer QoE and Ensuring Network QoS
- Ishantha Pandigamage - Ruwan Liyanage
Our Telecommunication Industry• Sri Lanka – Small Island in South East Asia• Four Mobile Operators & Two Fixed Operators• Competitive Market for Mobile Industry• Quality of Experience and Quality of Service
decides the retention of a customer• Sri Lanka has among the lowest prices in the
world, ITUo Lowest entry level charges for fixed
broadbando Ranked at no.21 for mobile broadband out of
181 • Removal of floor based price rate in 2018 • Reduction of Telecommunications Levy• Mobile Broadband : Price vs. Affordability • Compare to early years a significant improvement
in Mobile data speed • Fixed FTTH & Mobile 4.5G deployment• First 5G device Pre-Release testing , Ookla
• Customer base of over 10 million• Engineering Excellence Award - Stage VII Expansion project• Awarded prestigious ISO 27001:2005 certification for the company’s solid and reliable Information Security Management
System
Journey of Mobitel
CEO
CUSTOMER CARE
MARKETING
SALES
ENGINEERING
Service Quality Functions at Mobitel
SQ
IA
RA
Enterprise Risk & Information Security
REGULATOR’S QoS & QoE FUNCTION WITHIN THE ORGANISATION
KEY AREAS OF SQ
• Network Performance Monitoring & Troubleshooting
• Network Service Quality Auditing
• Network Data Analytics
• Benchmarking & Drive Testing
NETWORK PERFORMANCE MONITORING&
TROUBLESHOOTING
Internet Data Speed Clipping• Reduction of monthly data traffic• Compared to competitor less number of
samples > 10Mbps in 3G throughput DT
• RSCP/RSRP vs. Application Throughput
• 34Mbps data clipping on application throughput while in LTE
• Further testing was carried stationary
o FTP/HTTP Download – Finland o FTP/HTTP Download – Netherland o FTP/HTTP Download – Singaporeo FTP/HTTP Download – USAo Local FTP/HTTP Download – Mobitel SL
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Dat
a V
olu
me
(TB
)
Day
Monthly Data UsageDec-18 Jan-19
• The maximum data speed for Netherland recorded as 34.95 Mbps
• Finland was 31.74 Mbps• All Europe links had data clipping• No data limitation on US, Singapore & Local
links
Cause:• ISP traffic routing issue• Routing most Europe traffic via Singapore
ISP link
Impact:• Data revenue loss • Affected the customer experience of high
speed data downloading
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HTTP Application DL - Finland
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HTTP Application DL - Singapore
Internet Data Speed Clipping…
• Sudden RTWP increase• Omni directional and very high RTWP (> -80
dBm)
Impact:• Poor user experience in data speed
Cause:• Faulty 3G Repeater
High RTWP - External Interference
NETWORK SERVICE QUALITY AUDITING
Internal Network Interference• Identification of internal interference sources• Pollution was analyzed for pilot count of
greater than 3 with a pilot level difference of -6 to -12dB of EcNo below and -95dBm of RSCP above the threshold
• Scrambling code analysis• Cross feeder analysis
UARFCN 10587 is heavily affected with cells >5
PSC 438 of COL424O is overshooting to Colombo 11
COL027K and COL267K are configured in same
scrambling code and clashing each other
IP BSC Conversion• A-interface over IP• Conversion of AoTDM to AoIP• Voice Codec selection • QoS Control• Tested Scenarios:
o M2M (2G-2G, 2G-3G) o M2F (2G-PSTN)
Findings:2G – 2G Voice MOS improvement Nearly 70% of voice samples were
experiencing excellent voice quality with MOS > 4.0
Average MOS for NB 5.9 codec improved significantly
2G – 3G Voice MOS degradation
• Issue: No excellent values of MOS > 4
• Initial Codec Negotiationo Previously all the initial voice samples
started with NB 5.9 o After the conversion majority of samples
started from NB 4.75 codec.
• Solution : The rate-0 is not carried in the Assignment
request Adding of AMR Codec in all RNC
2G – PSTN acceptable Voice MOS maintained
IP BSC Conversion…
• Filtering neighbor relation cells > 20 km • longest neighbor distance - 207 Km• 1214 long distance neighbors removed from each
NE
Cause: • Due to Cell ID duplication• Not using the CGI in creating the Handover Table
Impact:• Customer impact minimum but nearest neighbors
were missed
Long Distance Neighbor Cell Audit
NETWORK DATA ANALYTICS
Network Data Analytic ToolsMTD – Mobitel Traffic Distribution viewer• Distribution of Voice & Data traffic into
1Km2 BINs• Correlation with population density• Identification of best/worst performing
GNDs• Bin-wise serving technology and cell
details
MTG – Mobitel Traffic Growth viewer• Distribution of Voice & Data traffic
growth into BINs• Analysis of traffic growth with reference
to a selected week• Serving cell patterns and cell wise traffic
growth
Data Traffic Growth in 3D• Network data traffic extracted from
Mobitel Traffic Distribution(MTD) viewer • Real time 3D map with high traffic growth
regions• Drilled down to ZIP levels and District
Secretariat Division (DSD) levels• Colombo District : The highest data growth• Kaduwela DSD : The highest growth among
all island DSD’s• Sales and marketing insights• Improve customer data penetration • Engineering assist in capacity and coverage
planning
• Dark red BIN : Negative Traffic growth
• Addition of 21GB daily from a 2.4km LTE cell
• IBS configured only with 3G and No LTE.
• 3G IBS traffic reduction with increased LTE traffic
• Low data speed experiencing inside IBS
Data Reduction in Customer In-Building
• Completion of Island wide LTE Expansion project
• Comparison of Data Traffic growth for two years
• Analysis for Districts and DSDs
• Identification of strong and weak areas
• Insights for Sales & Marketing promotions
• Capacity and bandwidth increment
• LTE device penetration
Data Traffic Growth Analysis
Data Traffic Demand Pattern
• Incremental growth
• Data traffic usage on Full moon days
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Dat
a V
olu
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(TB
)
Dialy Total Data Traffic
18
5.1
08
00
89
18
9.6
64
15
14
22
0.2
68
89
44
21
9.4
01
04
68
22
8.6
26
14
65
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7.5
65
16
01
25
4.3
52
48
7
27
8.2
46
99
16
31
1.6
40
32
78
30
4.4
50
03
16
30
8.5
02
97
38
31
0.7
76
11
08
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Dat
a V
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(TB
)
Daily Total Data Traffic
• Aftermath of Easter attack (21/04/2019)
• Social media ban lift – highest data download per day
Lowest
Highest
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Data Traffic (TB)
DL UL
BENCHMARKING & DRIVE TESTING
• Web browsing : Plays important QoE in MBB• Benchmark of Webpage Loading Time • Testing of popular websites• Dynamic content changes• Accuracy of test results
Suggestion:
A Sample Webpage for Objective testinghosted in different geographical locations,to be introduced
Parameters:
Web Page loading time Downlink/uplink bandwidth RTT Device dependency A Web Page MOS
Web Page Loading
• Receiving or making a CS call with background data
• Data disconnection• Reduction of data speed
Cause• Multi RAB scenario• CSFB to direct 2G • 3G to 2G handover• Data disconnection in 2G
Rectification I-RAT handover audit Activation of Voice Service Optimization
for Multi RAB Feature
Data Experience with Continuing Voice
Android application developed to collect service quality related voice and broadband issues as well as no coverage
issues using end users’ location data
Main Menu
SQ Zoom Mobile App
GUI to monitor and rectify collected end user issues Issue Rectification process
SQ Zoom Mobile App
Ishantha Pandigamage [email protected]
Ruwan [email protected]