Items |
Target
|
Q2 2020
|
Result
|
Mobile Network Services Performance |
|
|
1 |
Network Coverage |
|
|
a
|
3G Outdoor |
99.00%
|
100.00%
|
b
|
4G Outdoor |
99.00%
|
100.00%
|
2
|
Voice Quality |
|
|
a
|
Drop Line |
< 1.00%
|
0.15%
|
b
|
Connectivity |
99.00%
|
99.94%
|
3
|
Average Data Upload/ Download Speed |
|
|
a
|
3G Upload Speed |
1.2Mbps - 3Mbps
|
2.9Mps
|
b
|
3G Download Speed |
3Mbps - 12Mbps
|
9.2Mbps
|
c
|
4G Upload Speed |
2Mbps - 35Mbps
|
33.3Mbps
|
d
|
4G Download Speed |
10Mbps - 90Mbps
|
83.1Mbps
|
4 |
Network Reliability |
|
|
a
|
Base Station |
>99.00%
|
99.96%
|
b
|
Mobile Core Network |
>99.99%
|
100.00%
|
Internet Network Services Performance |
|
|
5 |
Internet network reliability |
|
|
a
|
Core network equipment availability |
99.99%
|
100.00%
|
b
|
Access network equipment availability |
99.95%
|
100.00%
|
6 |
Average download / upload speeds on the local Internet
|
Not less than 80% of the speed offered by service plan
|
|
a
|
Home Internet Service Plans 3M (3M / 1M) |
|
100.00%
|
b
|
Home Internet Service Plans 8M (8M / 1M) |
|
100.00%
|
c
|
Home Internet Service Plans 12M (12M / 6M) |
|
100.00%
|
d
|
Home Internet Service Plans 15M (15M / 1M) |
|
100.00%
|
e
|
Home Internet Service Plans 50M (50M / 50M) |
|
100.00%
|
f
|
Home Internet Service Plans 150M (150M / 150M) |
|
100.00%
|
g
|
Home Internet Service Plans 300M (300M / 300M) |
|
100.00%
|
h
|
Home Internet Service Plans 600M (600M / 600M) |
|
100.00%
|
h
|
Home Internet Service Plans 1G (1G / 1G) |
|
100.00%
|
7 |
Network Latency (GPON line 15M plan was used for testing) |
|
|
a
|
- www.google.com |
20ms
|
8ms
|
b
|
- www.facebook.com |
20ms
|
8ms
|
c
|
- hk.yahoo.com |
70ms
|
26ms
|
d
|
- www.youku.com |
65ms
|
7ms
|
e
|
- www.taobao.com |
25ms
|
2ms
|
f
|
- www.yahoo.co.jp (Japan) |
90ms
|
61ms
|
g
|
- www.mobile01.com (Taiwan) |
55ms
|
8ms
|
h
|
- mail.163.com (China) |
90ms
|
36ms
|
i
|
- www.usa.com (USA) |
250ms
|
228ms
|
j
|
- www.discuss.com.hk (Hong Kong) |
30ms
|
5ms
|
Customer Services Performance |
|
|
8
|
Bill Complaint Handling |
95% cases will be processed within 5 working days
|
100%
|
9
|
Service Quality Complaint Handling |
95% cases will be processed within 5 working days
|
100%
|
10
|
Hotline Enquiry Answered Rate |
90% within 20 seconds
|
97%
|
Remarks: |
|
|
|
|
|
|
Mobile Network Services Performance |
|
|
1. |
This service pledge does not apply to the period of unexpected incidents (e.g. system outage and typhoon) or during the launch of large-scale campaigns. |
2. |
General complaints do not include scenarios where the relevant customer is not reachable or when the information and/or supporting documents provided by the customer are insufficient to carry out trouble-shooting and testing. General complaints also do not include cases which require on-site testing or joint testing with other service providers or contractors be carried out. |
3. |
The actual service performance is measured during busy hours at major public areas in Macao. |
4. |
The actual measurements are dependent on many factors and targets / pledges may not be achieved, including but not limited to network configuration, coverage, traffic conditions, user device and location, and conditions of external application servers. |
5. |
3G upload and download speeds measurement is in accordance with the highest speed offering. |
|
|
|
|
Internet Network Services Performance |
|
|
6. |
Possible factors causing a difference of speed test result; |
|
- Amount of traffic on the shared Internet during the test period; |
|
- Processing speeds and capacity of servers and routers hosting the speed test application; |
|
- Operating system, web browser and version of Flash Player on the computer; |
|
- System configurations of the computer, including type of CPU, amount of RAM, speed of hard disk drive; |
|
- Performance of the broadband router the computer is connected to; |
|
- Actual capacity of the traffic may subject to the cost of Data Transmission Protocol or any other factors. |
7. |
Speed test is carried out from an Ethernet cable on your broadband modem to CTM Internet Exchange Center (namely local connection) |
8. |
Network latency means the round-trip delay time when ICMP reply request generated from the computer and obtained from the target server. The website selected for Network Latency test is for reference only. |
9. |
This service pledge does not apply to: (a) any of the scheduled service suspension; (b) any of unexpected incidents of the system; (c) any incident incurred in relation to any force majeure events including disaster, war, storm, adverse weather condition, fire, explosion, or any technical problem beyond the control of CTM. |