16.08.2016

Today, The National Authority for Management and Regulation in Communications of Romania (ANCOM) has published the Report on the quality of the internet access service in 2015 – administrative parameters. According to this report, in 2015, mobile internet providers in Romania repaired the faults reported by the users within 14 hours, on average, 7 hours less than the average time in 2014 (21 hours). Nevertheless, the repair time increased for fixed internet, from 25 hours in 2014, to 39 hours, in 2015, on average.

Fault repair time

The fault repair time is the time interval between the providers’ receiving a complaint regarding a validated fault and the repair moment. Contracts signed with the providers must stipulate these time intervals, which range from 3 to 240 hours, most of them amounting to 24 hours, 48 hours or 72 hours.

Other quality administrative parameters

ANCOM’s full report contains details on several administrative parameters by which the Authority monitors the quality of fixed and mobile internet access services offered by the providers in Romania: the interval for starting the provision of the internet access service, fault repair time, frequency of end-users’ complaints, frequency of fault-related complaints, frequency of complaints on billing accuracy, and complaint handling term.

Parameter evolution

The data in the Authority’s Report generally reveal an improvement in the average values of all the quality administrative indicators for both fixed and mobile internet access services, which indicates an improvement in the quality of Internet access services offered on the Romanian electronic communications market.

“Currently, the market for the provision of internet access services in Romania is heavily price-wise competitive. By publishing data and information on the quality of such services, ANCOM aims at stimulating genuine competition in respect of service quality, as well, including through the launch of offers focused on this important component of internet access services”, declared Eduard LOVIN, ANCOM’s Regulation Executive Director.

The latest statistics published by ANCOM show that at the end of 2015, Romanians used 4.3 million fixed internet connections and 18.7 million mobile internet connections. Find more here.

ANCOM’s Report

The Authority elaborated its Report on the quality of the internet access service in 2015 – administrative parameters based on Decision no.1201/2011, by which the providers of fixed and mobile internet access services were imposed obligations regarding transparency in relationship with the end-users, among which including quality parameters in contracts and publishing these parameters on their websites, on a quarterly basis.

Recently, ANCOM has published a Report detailing the technical indicators of the fixed and mobile internet access service quality ensured by the providers in Romania 2015, here.