The Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz)’s responsibilities include ensuring that we, the people, are not taken advantage of by operators.
By operators, I mean telecom companies in Zimbabwe, such as those providing mobile, internet, and postal services.
Potraz is always open to hearing about poor service from telecom companies. You can reach out if you feel your service provider is giving you a raw deal.
Potraz monitors the performance of its licensees and should regularly share performance statistics with operators to alert them to their shortcomings.
I know some complain that they get no service in their neighborhoods, often having to watch their bundles expire while their phones show zero signal bars. Potraz is refocusing its efforts to ensure that doesn’t happen.
Potraz has the power to fine operators for bad service, and they have done this before. For example, you may recall a few years ago when Econet was fined $73,604.28, NetOne $10,892.89, and Telecel $8,856.07 for failing quality of service standards.
New rules for telecoms companies
The government has introduced new rules to ensure that telecom companies in Zimbabwe offer better service to customers. These changes are part of Statutory Instrument 154 of 2024, which updates the Postal and Telecommunications (Quality of Service) Regulations.
The main focus of the new rules is to improve the quality of services we rely on, like preventing dropped calls, ensuring fast internet, and timely message delivery.
To achieve this, the government has set clear standards that telecom companies must meet, known as Key Performance Indicators (KPIs).
What telecoms companies must deliver
The government has set specific targets that telecom companies in Zimbabwe must meet to ensure good service:
- Data Service Access Success Rate (DSASR): This is basically how often you can successfully connect to the internet on your phone. The target is that it should work at least 95% of the time.
- Data Service Drop Rate (DSDR): This refers to how often your internet connection drops unexpectedly once you’re already connected. The goal is to keep this below 2%.
- Cell Availability/Uptime (CA): This is about how consistently the cell tower in your area is working and providing service. It should be available at least 67% of the time, which translates to roughly 16 hours a day.
- Minimum Downlink and Uplink Speeds: This is about how fast you can download and upload data. For 4G, the minimum download speed should be 5Mbps, and the minimum upload speed should be 1Mbps.
- Data Reliability and Integrity: This ensures that the data you send and receive is accurate and complete. The target is that at least 70% of the data should be reliable and intact.
If companies fail to meet these standards, they face penalties.
Penalties
Here’s a breakdown of some of the new rules and the fines companies could face if they don’t meet the standards:
- Dropped Calls: If a mobile company has a high rate of dropped calls or fails to meet targets for call setup success rates, they could be fined up to $200 for each cell tower that doesn’t meet the standard.
- Internet Speeds: For mobile internet (like 4G), the government expects download speeds to be at least 5 Mbps and upload speeds at least 1 Mbps. If a company fails to provide these speeds, they could face a fine of up to $5,000 for each area that doesn’t meet the target.
- Network Outages: If a company’s network goes down for more than 3 hours, they will be fined $5,000. Every additional hour of downtime will result in another $5,000 fine.
- SMS Delivery: If text messages take too long to deliver or don’t reach their destination, the company could be fined up to $200 for each area where the service fails.
These fines may seem small, considering that most of these telecom companies have revenues in the millions of dollars. However, the costs add up.
For example, I’m sure you’ve experienced network outages lasting for days. With the new rules, just a 24-hour outage would cost an operator $110,000. That’s $5000 for the first three hours and 21*$5000 for the rest. That is not chump change, my friend.
How will this play out?
There’s no question that these rules are good for users if enforced. However, I wonder if they can be enforced without actually jeopardizing the service. Hear me out.
If we focus on mobile network operators, none of them are currently posting profits.
- Econet, the largest of the three, posted a loss of roughly US$73 million for the year ending in February 2024.
- NetOne has lost the government at least US$200 million over the last two years.
- Telecel somehow still exists, with just 0.35% of the data traffic market share and 0.13% of voice traffic.
Can these companies handle a $110,000 fine for a day’s outage? We shall see.
Keeping all cell towers operational could pose problems too. There is a chronic electricity shortage expected to last well into May 2025.
Mobile operators rely on diesel and other alternatives to keep cell towers running. Unfortunately, it’s too expensive to power all cell towers this way, so some neighbourhoods suffer poor service during power cuts.
Under the new rules, mobile operators would face fines every time there’s a power cut, as service would degrade in areas not powered by diesel. How will mobile operators deal with this?
I’m sure Potraz has discussed these challenges with the operators. Perhaps there are concessions in place. If so, the new rules may look good on paper but may not be fully enforced.
It will be interesting to see how things unfold.
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The only service provider that will be on the receiving end of this new set of rules is Econet. The other 2 gvt owned or controlled telecoms are struggling with Telecel on life support. Gvt has good policies on paper but they are badly applied and most often times cone to bite its bottoms. Guess what with new service providers on the internet provision end of business getting into the race i forsee a lot of upgrades happening soon. Needless to mention how econet has already partnered a Starlink-like OneWeb
Unfortunately, you’re right. ‘The lady doth protestest too much’. The govt was quick to say the rules will be enforced without prejudice because they knew those questions would be raised.
The fines should have nothing to do with a company’s profitability. However, we know that if all three are hit with fines, only Econet will be chased after to pay.
Then what does this mean to a Telecoms Operator whom one buys Data from only to fail to connect for the whole duration of the Bundle?
Lol 😂
Yeah that’s true, unototenda night bundle paye only to use it for one hour, the rest is history😳, and I didn’t see where that’s covered in these new rules saka ma1
Money grab… All I thought to myself whilst reading this article was “This is definitely a money grab!”
Let’s not lie to each here govt is back to it’s old tricks again and they’re now targeting econet again. Just look at the speeds for 4G and you will definitely know that there’s almost no way in hell that any MNO in Zimbabwe can meet that target so that’s guaranteed money before we go anywhere.
The rest of the new rules are also the same they sound so logical and reasonable and can be referenced against SADC or Africa as a whole.
But that’s as long as you don’t take into account the infrastructure and (unique?) economic problems in the country.
“You’re just an econet apologist! ”
Is what somebody just shouted whilst reading this, but hear me out. Many countries are also suffering from low electricity supply but how many have the disadvantage of a out of touch currency regime? A difference 75%+ between the official and Blackmarket rate is not a joke.
I bet you that most if not all the complaints to POTRAZ will come from areas where all the MNO’s took the logical approach of putting certain areas where the average revenue per user per month is less than $1 at the bottom of the list of areas where the backup generators will be refueled. With the end result of those areas getting longer outages.
And all the complaints generated from such areas will be 100% valid and the enforcement will also be valid. But only children and people of low thinking capacity will think the the rules will be applied equally on all the MNO’s.
Maybe I’m being cynical but I find it strange that these rules are now being implemented just as Econet got viable competition from Starlink and was scared into rapidly improving and expanding their network. And we suspect that NetOne has no money to do the same, let’s not talk about Telecel it’s not even a contender. To me this has the smell of handicaping Econet so it doesn’t basically run away with everything.
Fun facts…
A handicap is a race where each horse is allocated a weight, according to its ability, in an attempt to equalise every horse’s chance of winning. Handicaps are run on the flat and over jumps. Handicapping is based on the idea that the weight a horse carries ultimately affects the speed at which it will gallop.
Tipei potraz number or any way we can communicate with them tivaudze zvinoita network dzavo
Varikuda ye Econet
Kana kusina magetsi hakuna data. Saka zvava kwavari veEconet, kubhadhara 5k or kutenga dhiziri because we all know they are the target for this cash grab. Anyway its really hard to sympathize with econet. Mbavha.
I think these companies should use Solar Power. In my neighborhood I had challenges everytime with Telecel. When there is a power cut, automatically there will be no service. I was forced to switch to NetOne because of its reasonable speeds, their base station is now powered by solar.
Econet is bad here, always “EMERGENCY CALLS ONLY”
All Zimbabwe telecom companies rely on LIQUID TELECOM INTERNET BACKBONE, how about if there is a network disruption at liquid’s 5.11.11.5 ?
Who will be fined.
Liquid telecom backbone – EXACTLY. It makes no sense to me that when ‘challenges’ are experienced on one network the internet for the whole country slows down!
It’s sad that with these energy challenges, someone puts legislation like this in place.
Hold ZESA to the same standards. Hold banks to the same standards. Hold the passport office to the same standards.
The passport office, with no alternatives, was down for more than a month without any reasonable explanation.
exagry
FOR SURE
Econet not very good especially ku rural areas we may go for hours no service their nertwk too slow consumes data coz of por connection must impro
ve
Good day am a huge fan of your articles . Thank you for such insightful updates.Can you pliz guide me l want to make my first purchase for starlink kit but am kind like confused on which one to go for, standard or mini . Can you pliz help me out on the difference between the 2 kits , when it comes to deices that l can connect, whether l can connect them to third party router, can l use mini indoors, how are they obstructed by door if l have different rooms. Thank you in advance for your response.
According to AI:
Standard Kit
Devices to connect simultaneously: Up to 235 devices can be connected simultaneously to the gen 3 router.
Third-party router: Yes, you can connect the Standard kit to a third-party router.
Indoor use: The Standard kit is primarily designed for outdoor use, but it can be used indoors with a clear line of sight to the sky.
Obstructions: Depends on your building and materials. It should be adequate for most domestic installations.
Mini Kit:
Devices to connect simultaneously: Up to 128 devices can be connected simultaneously.
Third-party router: The Mini kit has a built in wifi router, but it can be connected to a third-party router.
Indoor use: The Mini kit requires a clear line of sight to the sky.
Obstructions: Depends on your building and materials. It should be adequate for most domestic installations.
Choosing the Right Kit:
Number of devices: The standard dish has a higher capacity with the gen 3 router.
Mobility: Mini kit is the better option for mobility, however, the Standard kit is also portable to a lesser extent.
Third-party router: If you want to use a third-party router, both kits can be used with compatible routers.
Signal interference: If you have concerns about signal interference from obstructions, you may need to install a mesh networks or get repeaters
My 2 cents:
The mini is cheaper, smaller and has a slower maximum speed but it will be adequate for most people. Both kits have the same field of view of the sky but the standard has a larger antenna array which might help in tougher conditions. Both have unlimited plans though the mini package has a lower data priority (the mini is not standalone in all markets so don’t be confused by the data caps and restrictions in other markets). Having lower priority means people on standard and above packages will get priority in instances of peak demand or capacity limits. Both standard and mini have more than enough connected device support for domestic use. If you are planning some kind of commercial application, a third party router might prove better than the included one. Both come with routers that should be adequate for Zim style homes, just remember that american reviewers likely live in wood construction homes and so they may have better signal strength in larger homes than here. Both can be semi permanently mounted with the correct hardware accessories. So yeah, Standard for more performance, Mini for good budget value.
Good day am a huge fan of your articles . Thank you for such insightful updates.Can you pliz guide me l want to make my first purchase for starlink kit but am kind like confused on which one to go for, standard or mini . Can you pliz help me out on the difference between the 2 kits , when it comes to devices that l can connect simultaneously, whether l can connect the kits to a third party router, can l use mini indoors, how are they obstructed by door if l have different rooms. Thank you in advance for your response.
Hasn’t Econet grease-palmed enough..
POTRAZ is a waste of time. Have been complaining to them for 2 years regarding Tel One shoddy internet service. They have done NOTHING at all and my service continues to deteriorate. Dreadful speed, on of on off all the time, dropped calls but I will guarantee Because Tel One is government, they will not be fined.
Exactly! Telone take ages to respond to problems depending on the area you live and when they do the solution is often not correct or temporary and one will have to get them back again
But in my experience most if not all service providers have very poor customer service
Bundles are more likely to become more expensive..😼
TelOne, who’s service is perpetually down in certain areas coz of one reason or another such as stolen copper cables, would not survive. They are one of the worst performing internet service providers. I have actually moved to another provider from TelOne in my primary residence, and working on switching my parents home as well
and they promised me when I went to them that they would not congest the service but that is exactly what they have done, hence the poor performance
My question is whether they get charged if there is very poor network connectivity in my area, like when I want to make a call I have to go to a certain place where I can get better network service, I can’t use the internet and most of the time it’s written no service on my phone
The far worse situation which Portraz should be fining for is the pathetic customer servie with most of these places! They are arrogant and ignorant and take weeks to do something that could be done in a matter of a few hours.
There has been no 4g Internet in nashville gweru on netone and their 3g is slow