Author: Maria Gómez

Maria was an enterprise marketing specialist at Ookla.
Ookla Research™ Articles
| January 27, 2021

There's a Problem With Your Connection — The Most Significant Outages of Q4 2020

Downdetector


“We’re experiencing problems” was a common phrase faced by users who encountered outages during Q4 2020. We are continuing our series tracking outages in online services using Downdetector® data from Q4 2020. Once more we have focused on seven categories: cloud services, email service providers, financial services, gaming, internet service providers, social media and streaming services.

Cloud services

Downdetector_AWS_Outage_0121-1

Amazon Web Services (November 25, 2020): 1,313 reports at peak

Users of Amazon’s cloud service noticed a disruption in their service on November 25. Most users stated they were having problems with the AWS Console. The outage affected users in India, Japan, the Netherlands and the U.S. At the peak of outage reports at 8:45 a.m. Pacific, there were 1,313 logged issues in the U.S.

Email service providers

Downdetector_Gmail_Outage_0121

Gmail (December 14, 2020): 90,409 reports at peak

On December 14, users were unable to access their Gmail accounts for over an hour. That day, there were over 90,000 logged issues with the email service provider in the U.S. Users were unable to log into their accounts, send or receive emails. The outage also affected users in Finland, Germany, India, Japan, Poland, the Philippines and Spain.

Financial services

Downdetector_Schwab_Ameritrade_Outage_0121-2

Charles Schwab (November 9, 2020): 17,906 reports at peak

Charles Schwab users experienced problems when trying to log into their accounts on November 9, most likely caused by a surge in activity after news about the Pfizer COVID-19 vaccine were published. The outage lasted for a little over an hour, and there were 17,906 reported issues at the peak of the outage at 6:45 a.m. Pacific. Most error logs came from Chicago, Dallas, and New York City.

TD Ameritrade (November 9, 2020): 8,014 reports at peak

This electronic trading platform also had an outage early in the morning of November 9. Users from Chicago, Dallas, Houston and Brooklyn logged issues on Downdetector and were unable to access their account. At the peak of outage reports at 7:00 a.m. Pacific, there were 8,014 issues logged in the U.S.

Merrill Lynch (November 24, 2020): 2,850 reports at peak

While Merrill Lynch was not immune to reported problems on November 9, the financial service experienced a larger outage on November 24. Users in the U.S. logged 2,850 issues at the peak of the outage at 7:15 a.m. Pacific that day.

Gaming

Downdetector_Steam_Outage_0121

Steam (December 9, 2020): 29,212 reports at peak

The release of the popular game Cyberpunk 77, which created a large volume of traffic on Steam, was the likely cause of Steam’s outage on December 9. Users anxious to download the newly released game became frustrated when the platform was suddenly unavailable. In the U.S. alone, there were 29,212 reported issues on Downdetector.

Internet service providers

Downdetector_Vodafone_Outage_0121

Vodafone Germany (November 23, 2020): 122,627 reports at peak

Vodafone Germany’s mobile service experienced a disruption on November 23. Users from all over Germany (including Berlin, Hamburg and Munich) logged problems with their mobile service that day. At the peak of outage reports, there were 122,627 logged issues.

AT&T (December 25, 2020): 10,617 reports at peak

On Christmas Day, AT&T users in the U.S. reported problems with their mobile and internet services due to an explosion near an AT&T telecommunications hub. Downdetector logged 10,617 issues from users located in cities including Chattanooga, Lexington and Nashville.

Bouygues Telecom (December 2, 2020): 1,984 reports at peak

French users of Bouygues Telecom (primarily in Paris), noticed a disruption in their mobile service on December 2. Customers were unable to make or receive calls or use their mobile internet service for about four hours. At the peak of outage reports, there were 1,984 logged issues.

Social media

Downdetector_Discord_Outage_0121-1

Discord (November 9, 2020): 47,017 reports at peak

The instant messaging platform encountered a problem on November 9. Users in Italy, Germany, the U.K. and the U.S. recorded problems with the server connection. That day, there were almost 50,000 reports of issues on Discord in the U.S.

Telegram (December 16, 2020): 35,836 reports at peak

Telegram users in Russia reported issues with the messaging app on December 16. The outage lasted less than an hour, but Downdetector still received over 35,000 logs from users that day. The app also experienced a smaller outage on October 3 with 20,801 logged issues from users.

VKontakte (October 5, 2020): 6,427 reports at peak

VKontakte, also known as VK, had a disruption in service on October 5. Users of the Russian social media platform rushed to Downdetector to log outage reports when they were unable to log into their accounts. That day, there were 6,427 logs of issues at the peak of the outage reports.

Streaming services

Downdetector_YouTube_Outage_0121

YouTube (November 11, 2020): 357,876 reports at the peak

The Google-owned video streaming service had trouble loading content for their users on November 11. Logs of issues with the service were recorded in Australia, France, Japan, Italy, the U.K and the U.S. Over 300,000 logs were recorded in the U.S. at the peak of the outage reports at 3:30 p.m. Pacific.

Spotify (November 27, 2020): 16,802 reports at the peak

On November 27, users of the popular music streaming service logged issues with the platform. Users in Germany, the U.K. and the U.S. were unable to stream their favorite songs or podcasts. Downdetector recorded 16,802 logs of issues in the U.S. at the peak of the outage reports.

Want to know when an online service is down? Keep up with outages by visiting Downdetector.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Downdetector

About the Author

Maria Gómez

Ookla Research™ Articles
| January 20, 2021

ICYMI: Ookla Data and Research from December 2020

Global Speeds


Highlights from the Speedtest Global IndexTM

Global-Index-Tweet-Image-Dec-2020

These are the top stories from December 2020:

  • Thailand has climbed two spots on fixed broadband to reach first place for the first time.
  • On mobile, Qatar climbed two spots to land in first place for mobile. While the country has ranked among the top five for the past year, this is the first time the country has reached the top spot.
  • Hungary has been steadily climbing the fixed broadband chart and currently ranks seventh.
  • Kuwait has reached sixth place, its highest mobile ranking to date, most likely due to an expanding 5G market.

New Global Index Market Analyses

United States

AT&T had the fastest Speed ScoreTM in the U.S. on mobile in Q4 2020. Washington, DC showed the fastest median mobile download speed while Gilbert, AZ was the fastest city for fixed broadband.

Canada

Bell showed the fastest median download speed on 5G during Q4 2020. The city of Edmonton had the fastest mean download speed over fixed broadband and mobile.

China

China Telecom showed the fastest Speed Score on fixed broadband. China Telecom was also fastest on mobile 5G and had the highest 4G Availability on mobile. China Mobile showed the fastest Speed Score on mobile.

France

Lyon showed the fastest mean download speed over fixed broadband while Nice was fastest on mobile. Orange had the fastest Speed Score on mobile overall and on 5G. Free was the fastest provider for fixed broadband.

Indonesia

Telkomsel was the fastest mobile operator in Indonesia during Q3-Q4 2020 while Biznet was the fastest ISP. IM3 Ooredoo had the highest 4G Availability among mobile operators.

New Global Index Market Analyses are also available for:

Articles worth a second look

2020 Recap: How the Internet Held Up During a Global Pandemic


This comprehensive report reveals how speeds over fixed broadband held up in 2020 using data from Speedtest Intelligence®.

Apple has 5G! But How Fast is the iPhone 12?


Find out how Apple’s iPhone 12 series performed in select cities around the world in Q4 2020.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| December 21, 2020

ICYMI: Ookla Data and Research from November 2020

Global Speeds


Highlights from the Speedtest Global IndexTM

Global-Index-Tweet-Image-Nov-2020

These are the top stories from November 2020:

  • Thailand is back in third place for fixed broadband. The country has seen steady increases in fixed broadband since November 2019 when it was in 19th place.
  • New 5G rollouts were the likely cause for the United Kingdom’s 10-spot climb to 32nd place in mobile.
  • Kuwait has reached its highest mobile ranking to date — 11th place. This is most likely due to all major operators offering 5G in the country.
  • Monaco showed a sharp increase in download speed over fixed broadband. The country jumped six places since October and is now fourth for fixed broadband.

Articles worth a second look

Massive Expansions and Huge Improvements in Speed: The Worldwide Growth of 5G in 2020


Learn more about the growth of 5G, which countries had the fastest 5G, which had the best coverage — and which are still relying on 2G and 3G.

5G Advances Across the U.K., but Access Varies Widely by Country


A comprehensive look at the state of 5G in the United Kingdom, this report reveals differences in speed by country and by operator.

Exploring the Relationship Between Network Performance and NPS in Germany, Austria and Switzerland


Does network performance impact customer satisfaction? Find out in this analysis of network performance, NPS and five-star ratings of top providers in Austria, Germany and Switzerland.

The Relationship Between Network Performance and Customer Satisfaction in the Philippines


Internet speeds in the Philippines have increased dramatically in recent years. Discover how network performance of top providers has affected customer satisfaction.

Treat Yourself to a Hack Day: Make a Physical Speedtest Gauge


Create the perfect gift for yourself or a loved one and build your own ethernet-enabled physical Speedtest gauge with these simple instructions.

Prioritizing Broadband Funding to Close the Digital Divide [Webinar]


Policymakers need accurate, reliable data to make broadband funding decisions that benefit their constituents. Watch the 30-minute webinar recording to learn how network data from Speedtest® can help policymakers improve their jurisdictions’ broadband availability and performance.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| December 7, 2020

The Relationship Between Network Performance and Customer Satisfaction in the Philippines

Global Speeds


Tagalog

An increased reliance on internet services and demand for better connectivity has prompted the Philippine government to further improve the country’s internet quality and affordability by facilitating providers to expand infrastructure throughout the country. This has caused internet speeds in the Philippines to rise in the last few years. Using data from Speedtest Intelligence®, we analyzed fixed broadband and mobile network performance in the Philippines and compared the top mobile network operators (MNOs) and fixed broadband providers (ISPs) during Q2-Q3 2020. We also compared provider performance to Speedtest Consumer Sentiment™ data on five-star ratings and Net Promoter Score (NPS) to understand how network performance impacts customer satisfaction.

Internet speeds have increased, but the Philippines still falls behind much of the world

Internet speeds in the Philippines have increased dramatically since Q3 2016, showing a 477.0% improvement in median download speed over fixed broadband during the last four years — from 3.18 Mbps in Q3 2016 to 18.35 Mbps in Q3 2020. Upload speeds over fixed broadband also increased.

Philippines_Fixed-Broadband_graph_1220-2

Median speeds on all technologies over mobile have also improved, but at a much slower pace, showing a 99.1% increase in download speed over the last four years. In fact, median performance decreased between Q3 2019 and Q3 2020 for both download and upload speed when compared to the previous year.

Philippines_Mobile-Internet_graph_1220-2

Despite these overall improvements in network performance, the Philippines still lags behind most countries on the Speedtest Global Index™. The Philippines ranked 111th on mobile and 107th on fixed broadband as of October 2020. In an effort to improve mobile network performance and availability in the country, the current administration has helped in reducing red tape to allow new towers to be built. The Philippines will need to continue removing barriers to infrastructure enhancements and increasing connectivity across the country in order to improve these rankings.

Smart and PLDT were the fastest providers during Q2-Q3 2020

We compared Q2-Q3 2020 internet performance for top providers in the Philippines using Speed Score™. On mobile, results only consider devices that use modern chipsets.

Internet Performance of Top Mobile Operators in the Philippines
Speedtest Intelligence® | Modern Chipsets in Q2-Q3 2020
Provider Speed ScoreTM
Smart 19.97
Globe 13.47

Smart had the fastest Speed Score among top mobile operators in the Philippines at 19.97 during Q2-Q3 2020. Globe showed the second fastest Speed Score at 13.47.

Internet Performance of Top ISPs in the Philippines
Speedtest Intelligence® | Q2-Q3 2020
Provider Speed ScoreTM
PLDT 24.67
Converge ICT 22.44
SKY 18.25
Globe 9.74
Smart 7.60

PLDT was the fastest fixed broadband provider during Q2-Q3 2020 with a Speed Score of 24.76. Converge ICT was second, while SKY was third.

Smart was highest rated mobile network operator, PLDT highest rated fixed broadband provider

We compared five-star ratings and NPS data to providers’ performance to understand how speeds impacted customer perceptions of Philippine providers. Speedtest Consumer Sentiment data is gathered from single-question surveys presented to users at the end of a Speedtest®. This data set provides rich insights into customer satisfaction over time, as well as competitive benchmarking, by providing data on both Net Promoter Score (NPS) and customers’ overall satisfaction with their network providers.

Internet Performance and Five-Star Ratings of Top Mobile Operators in the Philippines
Speedtest Intelligence® | Modern Chipsets in Q2-Q3 2020
Provider Speed ScoreTM Rating
Smart 19.97 3.3
Globe 13.47 2.5

Ratings aligned with performance among top mobile operators in the country during Q2-Q3 2020. Smart was the fastest mobile operator and had the highest rating during this period at 3.3 stars. Globe was second with a rating of 2.5 stars.

Internet Performance and Five-Star Ratings of Top ISPs in the Philippines
Speedtest Intelligence® | Q2-Q3 2020
Provider Speed ScoreTM Rating
PLDT 24.67 2.7
Converge ICT 22.44 3.1
SKY 18.25 2.4
Globe 9.74 2.3
Smart 7.60 2.7

Converge ICT showed the highest rating among users in the Philippines during Q2-Q3 2020. PLDT and Smart tied for second, followed by SKY and Globe.

Smart had highest NPS on mobile, Converge ICT on fixed broadband

Speedtest users are also asked how likely they are to recommend their provider to friends or family on a 0 to 10 scale. NPS ratings are categorized into Detractors (score 0-6), Passives (score 7-8), and Promoters (score 9-10). NPS is calculated as (% Promoters – % Detractors) x 100. Any NPS score above 0 indicates that a provider’s audience is more loyal than not. We compared the resulting Net Promoter Score (NPS) with Speed Score to see how performance relates to a user’s likelihood of recommending a provider.

Internet Performance and NPS of Top Mobile Operators in the Philippines
Speedtest Intelligence® | Modern Chipsets in Q2-Q3 2020
Provider Speed ScoreTM NPS
Smart 19.97 -20.79
Globe 13.47 -61.63

Smart had the highest NPS during Q2-Q3 2020 in addition to being the fastest provider. Both Smart and Globe showed negative NPS during this period. This suggests that users are less likely to recommend these mobile operators to their friends and family.

Internet Performance and NPS of Top ISPs in the Philippines
Speedtest Intelligence® | Q2-Q3 2020
Provider Speed ScoreTM Rating
PLDT 24.67 -46.39
Converge ICT 22.44 -16.51
SKY 18.25 -60.87
Globe 9.74 -65.52
Smart 7.60 -49.18

Fixed broadband performance did not align with NPS during Q2-Q3 2020 in the Philippines. Converge ICT had the highest NPS at -16.51, followed by PLDT and Smart. PLDT was the fastest provider during this period, but showed a NPS that was much lower than that of Converge ICT. All providers had negative NPS during this period, which indicates that across networks in the Philippines, users are not likely to recommend their provider — and that performance and customer satisfaction do not always align.

We’re optimistic that continued infrastructure improvements will lead to better performance, and we’ll continue to evaluate whether those outcomes will lead to increased customer satisfaction. To measure your internet speeds and provide feedback on the performance of your provider, take a Speedtest.

Ang Ugnayan sa Pagitan ng Performance ng Network at Kasiyahan ng Customer sa Pilipinas

Ang pagdami ng umaasa sa mga serbisyo ng internet at ang pangangailangan para sa mas mahusay na connectivity ay nag-udyok sa gobyerno ng Pilipinas na pahusayin pa ang kalidad at pagiging abot-kaya ng internet sa bansa sa pamamagitan ng pagtulong sa mga provider na paramihin ang imprastraktura sa buong bansa. Dahil dito, bumilis ang internet sa Pilipinas sa loob ng nakalipas na ilang taon. Gamit ang data mula sa Speedtest Intelligence®, sinuri namin ang performance ng fixed broadband at mobile network sa Pilipinas at ipinaghambing namin ang mga nangungunang mobile network operator (mga MNO) at fixed broadband provider (mga ISP) noong Q2-Q3 2020. Inihambing din namin ang performance ng provider sa data ng Speedtest Consumer Sentiment™ tungkol sa mga five-star na rating at sa Net Promoter Score (NPS) para maunawaan kung paano nakakaapekto ang performance ng network sa kasiyahan ng customer.

Bumilis ang internet, ngunit ang Pilipinas ay napag-iiwanan pa rin ng karamihan ng mga bansa sa buong mundo

Lubos na bumilis ang internet sa Pilipinas mula noong Q3 2016, na nagpapakita ng 477.0% na paghusay sa median na bilis ng pag-download gamit ang fixed broadband sa nakalipas na apat na taon — mula sa 3.18 Mbps noong Q3 2016, naging 18.35 Mbps ito noong Q3 2020. Bumilis din ang pag-upload gamit ang fixed broadband.

Philippines_Fixed-Broadband_graph_1220-2_ph

Nagkaroon din ng paghusay sa mga median na bilis sa lahat ng teknolohiya gamit ang mobile, ngunit mas mabagal ang naging paghusay nito, na nagpapakita ng 99.1% pagbilis sa pag-download sa nakalipas na apat na taon. Sa katunayan, bumaba ang median na performance sa pagitan ng Q3 2019 at Q3 2020 para sa bilis ng pag-download at bilis ng pag-upload kung ihahambing sa nakaraang taon.

Philippines_Mobile-Internet_graph_1220-2_ph

Sa kabila ng mga kabuuang paghusay na ito sa performance ng network, ang Pilipinas ay napag-iiwanan pa rin ng karamihan ng mga bansa sa Speedtest Global IndexTM. Ika-111 ang rank ng Pilipinas sa mobile at ika-107 naman ang rank nito sa fixed broadband mula noong Oktubre 2020. Para mapahusay ang performance at availability ng mobile network sa bansa, tumulong ang kasalukuyang administrasyon na bawasan ang red tape para makapagtayo ng mga bagong tower. Kakailanganin ng Pilipinas na patuloy na mag-alis ng mga balakid sa mga pagpapahusay sa imprastraktura at pagpaparami ng connectivity sa buong bansa para mapataas ang mga ranking na ito.

Ang Smart at PLDT ang pinakamabibilis na provider noong Q2-Q3 2020

Ipinaghambing namin ang performance ng internet para sa mga nangungunang provider noong Q2-Q3 2020 sa Pilipinas gamit ang Speed ScoreTM. Sa mobile, isinasaalang-alang lang ng mga resulta ang mga device na gumagamit ng mga bagong chipset.

Performance ng Internet ng Mga Nangungunang Mobile Operator sa Pilipinas
Speedtest Intelligence® | Mga Bagong Chipset noong Q2-Q3 2020
Provider Speed ScoreTM
Smart 19.97
Globe 13.47

Ang Smart ang may pinakamabilis na Speed Score kumpara sa mga nangungunang mobile operator sa Pilipinas sa Speed Score na 19.97 noong Q2-Q3 2020. Ang Globe ang nagpakita ng pangalawang pinakamabilis na Speed Score sa Speed Score na 13.47.

Performance ng Internet ng Mga Nangungunang ISP sa Pilipinas
Speedtest Intelligence® | Q2-Q3 2020
Provider Speed ScoreTM
PLDT 24.67
Converge ICT 22.44
SKY 18.25
Globe 9.74
Smart 7.60

Ang PLDT ang pinakamabilis na fixed broadband provider noong Q2-Q3 2020 na may Speed Score na 24.76. Pumangalawa ang Converge ICT, habang pumangatlo naman ang SKY.

Ang Smart ang mobile network operator na may pinakamataas na rating, at ang PLDT ang fixed broadband provider na may pinakamataas na rating

Inihambing namin ang mga five-star na rating at data ng NPS sa performance ng mga provider para maunawaan kung paano nakakaapekto ang mga bilis sa mga opinyon ng customer tungkol sa mga provider sa Pilipinas. Nakakalap ang data ng Speedtest Consumer Sentiment mula sa mga isang tanong na survey na ipinapakita sa mga user pagkatapos magsagawa ng Speedtest®. Ang set ng data na ito ay nagbibigay ng mga makabuluhang insight sa kasiyahan ng customer sa paglipas ng panahon, pati na rin ng competitive benchmarking, sa pamamagitan ng pagbibigay ng data tungkol sa Net Promoter Score (NPS) at kabuuang kasiyahan ng mga customer sa kanilang mga network provider.

Performance ng Internet at Mga Five-Star na Rating ng Mga Nangungunang Mobile Operator sa Pilipinas
Speedtest Intelligence® | Mga Bagong Chipset noong Q2-Q3 2020
Provider Speed ScoreTM Rating
Smart 19.97 3.3
Globe 13.47 2.5

Tumugma ang mga rating sa performance ng lahat ng nangungunang mobile operator sa bansa noong Q2-Q3 2020. Ang Smart ang pinakamabilis na mobile operator at ito ang may pinakamataas na rating noong panahong ito sa rating na 3.3 stars. Ang Globe ang pumangalawa na may rating na 2.5 stars.

Performance ng Internet at Mga Five-Star na Rating ng Mga Nangungunang ISP sa Pilipinas
Speedtest Intelligence® | Q2-Q3 2020
Provider Speed ScoreTM Rating
PLDT 24.67 2.7
Converge ICT 22.44 3.1
SKY 18.25 2.4
Globe 9.74 2.3
Smart 7.60 2.7

Ang Converge ICT ang nagpakita ng pinakamataas na rating mula sa lahat ng user sa Pilipinas noong Q2-Q3 2020. Pumangalawa ang PLDT at Smart na may parehong rating, na sinundan ng SKY at Globe.

Ang Smart ang nagkaroon ng pinakamataas na NPS sa mobile, at ang Converge ICT naman ang nagkaroon ng pinakamataas na NPS sa fixed broadband

Tinanong din ang mga user ng Speedtest kung ano ang posibilidad na irerekomenda nila sa mga kaibigan o pamilya ang kanilang provider sa scale na 0 hanggang 10. Nakakategorya ang mga rating ng NPS sa Detractors (score na 0-6), Passives (score na 7-8), at Promoters (score na 9-10). Kinakalkula ang NPS bilang (% Promoters – % Detractors) x 100. Ipinahihiwatig ng anumang NPS score na mas mataas sa 0 na ang audience ng provider ay mas loyal. Inihambing namin ang nagreresultang Net Promoter Score (NPS) sa Speed Score para makita kung paano nauugnay ang performance sa posibilidad na irekomenda ng user ang isang provider.

Performance ng Internet at NPS ng Mga Nangungunang Mobile Operator sa Pilipinas
Speedtest Intelligence® | Mga Bagong Chipset noong Q2-Q3 2020
Provider Speed ScoreTM NPS
Smart 19.97 -20.79
Globe 13.47 -61.63

Ang Smart ang nagkaroon ng pinakamataas na NPS noong Q2-Q3 2020 bukod pa sa pagiging pinakamabilis na provider. Nagpakita ng negatibong NPS ang Smart at Globe noong panahong ito. Ipinapahiwatig nito na maliit ang posibilidad na irerekomenda ng mga user sa kanilang mga kaibigan at pamilya ang mga mobile operator na ito.

Performance ng Internet at NPS ng Mga Nangungunang ISP sa Pilipinas
Speedtest Intelligence® | Q2-Q3 2020
Provider Speed ScoreTM Rating
PLDT 24.67 -46.39
Converge ICT 22.44 -16.51
SKY 18.25 -60.87
Globe 9.74 -65.52
Smart 7.60 -49.18

Hindi tumugma ang performance ng fixed broadband sa NPS noong Q2-Q3 2020 sa Pilipinas. Ang Converge ICT ang nagkaroon ng pinakamataas na NPS sa NPS na -16.51, na sinundan ng PLDT at Smart. Ang PLDT ang pinakamabilis na provider noong panahong ito, ngunit nagpakita ito ng NPS na lubos na mas mababa kaysa sa NPS ng Converge ICT. Negatibo ang NPS ng lahat ng provider noong panahong ito, na nagpapahiwatig na sa lahat ng network sa Pilipinas, malamang na hindi irekomenda ng mga user ang kanilang provider — at hindi palaging tugma ang performance at kasiyahan ng customer.

Umaasa kami na ang mga patuloy na pagpapahusay sa imprastraktura ay magreresulta sa mas maayos na performance, at patuloy naming susuriin kung ang mga resultang iyon ay hahantong sa higit pang kasiyahan ng customer. Para sukatin ang bilis ng iyong internet at makapagbigay ng feedback tungkol sa performance ng provider mo, magsagawa ng Speedtest.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| November 18, 2020

ICYMI: Ookla Data and Research from October 2020

Global Speeds

Highlights from the Speedtest Global IndexTM

Global-Index-Tweet-Image-Oct-2020
These are the top stories from October 2020:

  • Australia is back in the top 5 for mobile for the first time since November 2019.
  • Luxembourg had a substantial rank change on mobile, moving up 11 places. This is likely due to two thirds of Luxembourg’s top providers now providing 5G.
  • The U.S. has finally broken the top thirty on mobile for the first time, coming in at 27th. Again, this is likely due to new 5G developments.
  • With Andorra’s largest fixed broadband provider offering 300 Mbps and 700 Mbps service plans, the country has seen a steady increase in monthly performance since February of this year.
  • Cyprus has seen steady increases in fixed broadband speed over the last few months, with one of the country’s top providers now offering fixed broadband plans up to 300 Mbps. The country now ranks 68th.

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Rakuten is Leveraging O-RAN to Reimagine Mobile and it Could Change the Way We Use Our Phones Forever

Discover how O-RAN works and how Rakuten is using a fully virtual, cloud-native mobile network approach to disrupt mobile markets around the world.

Upgrades in Mobile Speeds in India Come with Expanded 4G Availability


Comparing India to neighboring countries for mobile internet speeds and 4G Availability, this market snapshot includes information about the country’s fastest operators.

Make Better Funding Decisions with Accurate Broadband Network Data: A Guide for Federal, State and Local Governments (White Paper)


Federal, state and local policymakers are tasked with spending on broadband development. Learn how inaccurate data on network performance negatively impacts these government funding efforts with this white paper, including a case study from New York.

How to Improve In-Building Network Performance and Coverage with Crowdsourced Data (White Paper)


Use this white paper to learn how to discover heavily populated buildings with poor network coverage or quality — then how to make low-cost improvements to indoor network performance and coverage.

“Unable to Connect” — The Most Significant Online Service Outages in Q3 2020


Discover which online services around the world suffered the most widely reported incidents in Q3 2020 based on data from Downdetector®.

How Downdetector Works


Learn how Downdetector spots outages, assesses the geography of issues and determines how many problem reports it takes to indicate an incident with a site or online service.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| October 28, 2020

Upgrades in Mobile Speeds in India Come with Expanded 4G Availability

Global Speeds

India’s mobile network market has seen astounding growth and evolution since the country’s first mobile call in 1995. Local operators’ efforts to improve and expand 4G coverage across the country have provided customers in India with an increasingly fast and modern mobile internet experience. Data from Speedtest IntelligenceTM reveals details on performance across India’s mobile network landscape. Read on for information on speeds at the regional, country and city level and to see which operator offered the fastest service Q3 2020.

India trailed Pakistan for mobile speeds

India showed the second fastest mean download speed over mobile among the largest South Asian countries during Q3 2020, with Pakistan showing 39.7% faster mobile download speed than India. Bangladesh was third for download speed and second for upload speed. India had the slowest mean upload speed on the list at 4.18 Mbps.
Mobile-Internet-Speeds-Chart_Pakistan_India_Bangladesh_1020

Both India and Pakistan showed improved mean download speeds over mobile when comparing Q3 2019 to Q3 2020. India saw an 11.6% increase while Pakistan’s mean mobile download speeds increased by 24.1% during the same period. Bangladesh saw a smaller increase of 6.3% in mean download speed over mobile. Upload speeds remained mostly flat across South Asia’s largest countries, with only Pakistan showing a slight improvement year over year.

India also ranked second for 4G speeds

Looking specifically at performance over 4G LTE in the largest countries in South Asia during Q3 2020, the countries’ speeds followed a similar pattern, with Pakistan’s mean download speed over 4G coming in 51.3% faster than India’s 12.05 Mbps. Bangladesh closely followed India for download speed.
4G-Speeds-Chart_Pakistan_India_Bangladesh_1020

Upload speeds over 4G varied considerably more by country than we saw for download speeds. India showed the slowest mean upload speed over 4G at 4.25 Mbps — 65.6% slower than Pakistan’s.

Vi India was fastest over 4G

Vi India was the fastest mobile operator over 4G in India during Q3 2020 with the fastest mean download and upload speeds among top providers. Airtel followed Vi India with a mean download speed of 13.58 Mbps, while Jio showed a mean download speed of 9.71 Mbps in Q3 2020.
4G-Speeds_India_providers_1020-2

India led in 4G Availability

India had the highest 4G Availability among the largest South Asian countries during Q3 2020 with 93.7% of tested locations showing 4G available according to data from Speedtest® coverage scans on Android. Bangladesh followed with a 4G Availability of 78.6%, while Pakistan had the lowest 4G Availability during this period at 72.9%.
4G-availability_Pakistan_India_Bangladesh_1020

Jio leads for 4G Availability in India

Jio had the highest 4G Availability among top providers in India at 99.7% during Q3 2020. Airtel followed Jio closely with 4G available in 98.7% of tested locations during the same period. Vi India was third at 91.1%.
4G-Availability_India_providers_1020

Mobile speeds vary among India’s largest cities

Country-wide averages don’t reflect the differences in performance that occur across a country as large as India. We looked at mobile download speeds for all cellular technologies in the 15 most populous cities in India during Q3 2020 to get a better picture of how consumers experience the internet.
Ookla_Mobile-Internet-Speeds_India_1020-1

Hyderabad had the fastest mean download speed over mobile during this period at 14.35 Mbps, followed closely by Mumbai at 13.55 Mbps and Visakhapatnam at 13.40 Mbps. The slowest mean download speeds on our list were measured in Nagpur (10.44 Mbps), Kanpur (9.45 Mbps) and Lucknow (8.67 Mbps). The mean download speed in first-place Hyderabad was 65.5% faster than that in Lucknow.

We will continue to monitor India’s internet speeds as operators expand 4G networks and introduce 5G networks throughout the country. Want to know how your internet is performing? Take a Speedtest to understand and report on your operator’s performance.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| September 8, 2020

Exploring the Relationship Between Network Performance and NPS in Taiwan

Global Speeds


中文

Network performance is a key element of customer experience, but it may not be the only deciding factor in how a customer perceives their mobile operator and their service. Using data from Speedtest Intelligence®, we compared performance for mobile network operators (MNOs) in Taiwan during Q2 2020. We also compared provider performance to Speedtest Consumer Sentiment™ data on five-star ratings and Net Promoter Score (NPS) to understand how network performance impacts customer satisfaction.

Chunghwa Telecom was fastest in Taiwan

Mobile performance in Taiwan has improved at the country level over the last year. Mean download speed on mobile reached 42.81 Mbps in Q2 2019 and increased 9.8% to 46.99 Mbps in Q2 2020. For context, Taiwan ranked 18th in the world for mobile download speed in July 2020 according to the Speedtest Global Index™.
Taiwan_Speed_Score_Q2_2020_en

We compared mobile performance for top providers in Taiwan using Speed Score™ and found Chunghwa Telecom was the fastest provider in Taiwan in Q2 2020 with a Speed Score of 53.98 on modern chipsets. Chunghwa Telecom was followed by FarEasTone and Taiwan Mobile. The three fastest providers on the list have also deployed 5G in different areas of Taiwan. TSTAR was fourth on our list with a Speed Score of 31.68, while GT was fifth with 19.85.

Chunghwa Telecom was highest-rated mobile provider in Q2 2020

Speedtest Consumer Sentiment data is gathered from single-question surveys presented to users at the end of a Speedtest®. This data set provides rich insights into customer satisfaction over time, as well as competitive benchmarking, by providing data on both customers’ overall satisfaction with their network providers (based on a five-star scale) and Net Promoter Score (NPS). By comparing Q2 2020 ratings data from Taiwan’s top providers with their Speed Score during the same period, we can explore the relationship between customer satisfaction and network performance. This article reflects the ratings and NPS of Speedtest users on modern chipsets and does not imply that the results would be the same when looking at Consumer Sentiment data from users across all technologies.
Taiwan_Speed_Score_Rating_Q2_2020_en

Taiwan’s fastest providers during Q2 2020 also had the highest Consumer Sentiment ratings. Chunghwa Telecom was the highest-rated provider (in addition to being the fastest on our list), while FarEasTone followed with a rating of 3.1 stars. Taiwan Mobile, TSTAR and GT all had an average rating of 2.7 stars, despite a wide difference in Speed Score.

Chunghwa Telecom had highest NPS

Speedtest customers are also asked how likely they are to recommend their provider to friends or family on a 0 to 10 scale. We compared the resulting Net Promoter Score (NPS) with Speed Score to see how performance relates to a customer’s likelihood of recommending a provider. NPS ratings are categorized into Detractors (score 0-6), Passives (score 7-8), and Promoters (score 9-10). NPS is calculated as (% Promoters – % Detractors) x 100. Any NPS score above 0 indicates that a provider’s audience is more loyal than not.
Taiwan_Speed_Score_NPS_Q2_2020_en-1

The ranking of top providers by NPS revealed a different order than we saw with performance and ratings. All of Taiwan’s top providers showed a negative NPS, indicating that fewer customers were likely to recommend their operator’s service to friends and family. Chunghwa Telecom and FarEasTone were ranked first and second for NPS, respectively, which aligned with the rankings for network performance. However, GT was third in NPS, but was ranked fifth for performance, and Taiwan Mobile ranked fifth for NPS and third in performance.

A provider’s performance, network availability and quality can all impact a customer’s overall satisfaction. In Taiwan, top-performing operators had the highest ratings and NPS, but ratings and NPS for operators with lower performance indicated that other factors may also shape customers’ perspectives. We look forward to seeing how network speeds improve as Taiwanese providers continue rolling out 5G, and we will continue to monitor Consumer Sentiment data for the region. To read more about Consumer Sentiment and how to track and benchmark customer satisfaction over time, click here.

探索在台灣網路效能與 NPS 之間的關係

網路效能是客戶經驗的關鍵要素，但是就客戶對於行動電信業者及其服務水準的看法而言，這並不是唯一的決定因素。藉由 Speedtest Intelligence® 提供的資料，我們針對台灣 2020 年第 2 季的行動網路業者 (MNO) 的效能進行了比較。同時，我們還在五星級評等和淨推薦分數 (NPS) 方面，將服務供應商效能與 Speedtest Consumer Sentiment™ 相關資料進行了比較，以瞭解網路效能對於客戶滿意度所造成的影響。

中華電信是台灣速度最快的電信公司

在過去的一年裡，台灣的行動效能已經獲得國家級的改善。在 2019 年第 2 季，行動平均下載速度達到 42.81 Mbps，而在 2020 年第 2 季則增加 9.8%，達到 46.99 Mbps。另外，根據 全球網速排行榜™ 的資料，在 2020 年 7 月，台灣的行動下載速度排名為全球第 18 名。
Taiwan_Speed_Score_Q2_2020_tw-1

我們使用 Speed Score™ 針對台灣地區 頂尖服務供應商 的行動效能進行比較，發現中華電信是 2020 年第 2 季台灣地區速度最快的供應商，其 現代晶片組 的速度評分為 53.98。在中華電信之後，遠傳電信和台灣大哥大分居二、三名。名單上速度排名前三的供應商也已經 在台灣各區域部署 5G。台灣之星在名單上位列第四，速度評分為 31.68，而亞太電信速度評分為 19.85，排名第五。

中華電信是2020 年第 2 季評分最高的行動服務供應商

我們在 Speedtest® 結束時向使用者呈現單一問題調查問卷，並透過該問卷收集 Speedtest 消費者情緒資料。 本資料集藉由提供有關客戶對於其網路服務供應商的整體滿意度（以五星級評等）和淨推薦分數 (NPS) 的資料，提供關於客戶滿意度隨著時間變化而不斷變化的豐富見解以及競爭性基準。透過在 2020 年第 2 季比較台灣頂尖服務供應商在同一時期的速度評等，我們能夠探究客戶滿意度於網路效能之間的關係。本文章反映的是 Speedtest 使用者對於現代晶片組的評等與 NPS，並未暗示倘若查看所有技術領域使用者的消費者信心資料時，其結果仍會相同。
Taiwan_Speed_Score_Rating_Q2_2020_tw-1

在 2020 年第 2 季，台灣速度最快的服務供應商同時也獲得最高的消費者信心評等。中華電信是評等最高的供應商（同時也是名單上速度最快的供應商），而遠傳電信緊跟在後，獲得 3.1 顆星的評等。台灣大哥大、台灣之星以及亞太電信三者儘管在速度評分數差異極大，但是皆獲得 2.7 顆星的評分。

中華電信 NPS 最高

我們詢問 Speedtest 客戶是否願意向親友推薦他們的供應商，並要求提供 0 到 10 的分數。我們將淨推薦分數 (NPS) 結果與速度評分進行比較，以瞭解效能與客戶推薦供應商之意願度之間的關聯。NPS 評分歸類為貶低者（0-6 分）、消極者（7-8 分）以及推薦者（9-10 分）。NPS 的計算方式為 (% 推薦者 – % 貶低者) x 100。NPS 分數超過 0 即表示在服務供應商的受訪對象中，忠誠者超過不忠誠者。
Taiwan_Speed_Score_NPS_Q2_2020_tw-2

按 NPS 所得出的頂尖服務供應商排名順序與按效能及評等所得出的排名順序不同。台灣所有頂尖服務供應商都出現負值的 NPS，表示有較少的客戶願意向其親友推薦自己使用的電信業者服務。中華電信和遠傳電信在 NPS 的排名分居一二，此排名也與網路效能的排名一致。但是亞太電信在 NPS 的排名為第三，而在效能的排名卻是第五；台灣大哥大的 NPS 排名為第五，效能排名則是第三。

服務供應商的效能、網路可用性與品質都會影響客戶整體的滿意度。在台灣，效能最佳的電信業者也擁有最高的評等和 NPS，但效能較低的電信業者的評等與 NPS 卻顯示還有其他因素也可能會影響客戶的看法。我們期望台灣的服務供應商在推廣 5G 服務的過程中也能夠提升網路速度，我們也會持續監測此地區的消費者信心資料。若要閱讀更多有關消費者信心以及如何長期追蹤客戶滿意度並設立基準，請 按此處。

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| August 12, 2020

Mobile Speeds Lead in Southern Africa

Global Speeds

In many parts of the world, consumers are used to fixed broadband speeds that vastly outpace those on mobile. Not so in Southern Africa where the infrastructure challenges associated with improving fixed-line broadband have often made mobile a more attractive option for consumers. Today we are exploring mean and median download speeds on both mobile and fixed broadband in Botswana, Eswatini, Lesotho, Namibia and South Africa during Q2 2020 using Speedtest Intelligence®.

This article uses two measures to describe “typical” internet performance: mean and median. Mean, which people are often most familiar with, is calculated by adding all data points together and dividing by the number of data points. Median is the middle value in a series. Approximately half of the observed values are lower than the median, and half are greater. Both mean and median have advantages and disadvantages. Because median is less impacted by rare instances of values that are extremely high or low, it is more “robust” than mean at representing the data that have already been seen. Mean, on the other hand, is much more sensitive to high and low values. Because its value can change more quickly, the mean can be more informative about what values to expect in the future. Importantly, while mean and median are both informative on their own, viewing them in combination can reveal how “skewed” the data are. With Speedtest® data, this can indicate when certain customers are receiving service that is notably fast or slow among other things.

South Africa had fastest speeds on fixed broadband

Ookla_Southern-Africa_fixed_downloads_0820
Mean download speeds over fixed broadband varied greatly between Southern African countries during Q2 2020. South Africa showed the fastest mean download speeds on our list at 34.19 Mbps, followed by Lesotho at 22.50 Mbps. Botswana had the slowest mean download speed at 8.24 Mbps, 75.3% slower than South Africa.

The differences between countries are much smaller when comparing median speeds, indicating that a smaller number of faster connections is bringing up the mean. This effect was least obvious in Botswana. Median speeds on fixed broadband ranged from a high of 17.28 Mbps in South Africa to a low of 3.49 Mbps in Eswatini. Lesotho followed South Africa closely with 13.18 Mbps, while Botswana almost tied with Eswatini at the bottom of the list at 3.60 Mbps. This leaves Eswatini with a very large skew between mean and median download speed, showing that there is a large difference between the speeds consumers experience. The smaller gap between median and mean speeds in South Africa shows that customers are more likely overall to have faster service.

South Africa had fastest mean download speeds on mobile

Ookla_Southern-Africa_mobile_downloads_0820
The disparity in mean download speed on mobile was less severe during Q2 2020 than we saw on fixed broadband, ranging from 31.11 Mbps in South Africa to 14.93 Mbps in Namibia. Namibia’s mean download speed on mobile broadband was 52.0% slower than South Africa’s. South Africa is also the only country on this list with commercially available 5G, according to the Ookla 5G Map™. 5G will have a much larger impact on mean speeds than on median.

Median download speeds on mobile broadband compared much more closely with mean download speeds than we saw when we were looking at fixed broadband. This indicates that more consumers are experiencing similar speeds without the top-tier outliers we saw on fixed broadband. Lesotho had the fastest median download speed on mobile at 22.75 Mbps and was followed closely by South Africa at 19.82 Mbps. Namibia and Botswana had the slowest median download speeds on mobile at 10.52 Mbps and 10.22 Mbps, respectively.

Mean and median mobile download speeds were closest to equal in Lesotho, indicating their mobile service is uniformly strong across the country and consumers experience relatively similar speeds. Lesotho’s smaller footprint is advantageous to mobile operators because there is less area to cover with mobile service, but the mountainous nature of the country often provides an infrastructure challenge that operators appear to have risen to.

Median download speeds on mobile were faster than on fixed broadband throughout Southern Africa

Ookla_Southern-Africa_mobile-vs-fixed_downloads_0820
In Q2 2020, there was a considerable difference in median download speeds between mobile and fixed broadband in all Southern African countries. Most notably, Eswatini’s median download speed on mobile was 352.7% faster than its median download speed on fixed broadband. With the exception of South Africa, all countries in Southern Africa also showed higher mean download speeds on mobile than those on fixed.

Lesotho led 4G Availability in Southern Africa

Ookla_Southern-Africa_4G-availability_0820-1
We used data from Speedtest coverage scans on Android to compare 4G Availability across Southern Africa during Q2 2020. 4G Availability ranged between a high of 93.7% in Lesotho and a low of 57.3% in Namibia.

We look forward to seeing if fixed broadband speeds improve across Southern Africa in the near future or if Southern Africa is showing a path for continued mobile dominance. To read more about internet performance in other markets, visit Ookla Research™.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| July 28, 2020

Exploring the Online Gaming Experience in Latin America

Global Speeds

Español | Português

Online gaming is on the rise in Latin America and all over the world. This is creating a demand for lower-latency network connections so gamers can enjoy a seamless, lag-free gameplay experience. According to data from Speedtest Intelligence® during Q2 2020, latency varied greatly across both countries and cities in the five most robust economies in Latin America, providing some gamers with an unexpected advantage. Read on for details about latency on mobile and fixed broadband in Argentina, Brazil, Chile, Colombia and Mexico to see where users are likely to have the best gaming experience both nationwide and in each country’s most populous cities.

Latency, the reaction time of a connection, is a key metric in gaming. For the best gaming experience, users should look for a latency of 59 ms or less. The data below provides the mean latency for each location. Mobile latency is applicable for games played on mobile devices, while latency on fixed broadband measures latency while playing PC and console games.

Brazil had lowest latency on fixed broadband, Argentina on mobile

Ookla_Latin_America_latency_countries_0720_en

Gamers in Brazil enjoyed the lowest mean latency on fixed broadband during Q2 2020 at 19 ms. Brazil was followed by Chile, Mexico and Argentina. Colombia had the highest latency on fixed broadband during this period at 43 ms.

Recent investments in fiber all across the region resulted in improved latencies when comparing Q2 2019 and Q2 2020. Brazil showed the biggest improvement in fixed broadband latency compared to Q2 2019, decreasing from 23 ms in Q2 2019 to 19 ms in Q2 2020. Latency in Mexico also decreased, dropping from 34 ms in Q2 2019 to 31 ms in Q2 2020. The other three countries on our list experienced little to no change in latency on fixed broadband between Q2 2019 and Q2 2020.

There was less variation between countries in mobile latency during Q2 2020. Argentina had the best latency on mobile at 40 ms, followed closely by Chile at 41 ms. Colombia had the highest mobile latency during this period at 47 ms.

Mexico experienced the largest improvement in their mobile latency when comparing Q2 2019 to Q2 2020. Mobile latency improved from 57 ms in Q2 2019 to 44 ms in Q2 2020. The other countries on our list saw smaller improvements in their mobile latency during this period. In Chile, mobile latency actually increased year over year, from 38 ms in Q2 2019 to 41 ms in Q2 2020.

Deployments of 5G in the region have recently begun, including the launch of 5G DSS technology in Brazil. Though the technology is still fairly new to Latin America, it has the potential to radically improve latency over what 4G-capable devices currently offer.

Internet speeds increased during the pandemic

Having a fast internet connection is also important to gamers. We’ve been using data from Speedtest Intelligence to track internet performance at a global level during the pandemic. While some countries experienced a dip in speeds in March, on the whole, internet speeds on fixed broadband have increased in Argentina, Brazil, Chile, Colombia and Mexico since the baseline week of March 2, 2020. Except for Chile, these countries have also experienced an increase in mobile speeds, ranging from a 2% increase in Colombia to a 19% increase in Mexico.

São Paulo had lowest fixed broadband latency, tied with Buenos Aires on mobile

Ookla_Latin_America_latency_cities_0720_en2
Fixed broadband latency in some of Latin America’s largest cities ranged from Guadalajara’s 17 ms to 45 ms in Cali. Guadalajara, São Paulo and Rio de Janeiro had the lowest fixed broadband latencies on our list during Q2 2020 at 17 ms, 18 ms and 20 ms, respectively. The Colombian cities of Bogotá, Medellín and Cali showed the highest latencies over fixed broadband on our list at 38 ms, 40 ms and 45 ms, respectively. All cities on this list still showed fixed broadband latencies below 59 ms, the recommended measurement for a smooth gaming experience.

When comparing year-over-year results from Q2 2019, we saw increases in fixed broadband latency in almost all cities in Q2 2020. Cali was the only city on the list where latency improved, down from 49 in Q2 2019 to 45 ms in Q2 2020.

São Paulo and Buenos Aires tied for the lowest mobile latency on our list during Q2 2020 at 31 ms. Rio de Janeiro followed at 35 ms, respectively. Brasília, Cali and Medellín took the last three places on the list with mobile latencies of 43 ms, 48 ms and 51 ms, respectively.

Mexico City’s and São Paolo’s mobile latencies improved significantly in Q2 2020 compared to Q2 2019. Mexico City’s mobile latency decreased from 53 ms to 37 ms during the same period. In São Paolo, mobile latency decreased from 40 ms in Q2 2019 to 31 ms in Q2 2020. Only one city on our list did not show an improvement in mobile latency when comparing Q2 2019 to Q2 2020 — Santiago, where mobile latency increased from 36 ms to 40 ms during this period.

Devoted gamers in Latin America will be glad to hear that Internet speeds and mobile latency are improving in many parts of Latin America. We look forward to seeing if fixed broadband latency makes it to the next level in the near future. If you’re interested in learning more about internet performance in other parts of the world, visit Ookla ResearchTM.

Exploramos la experiencia de juegos en línea en América Latina

Los juegos en línea están en aumento en América Latina y en todo el mundo. Esto crea una demanda de conexiones de red con latencia más baja para que los jugadores puedan disfrutar una experiencia de juego sin demoras ni problemas. Según los datos de Speedtest Intelligence® durante el segundo trimestre de 2020, la latencia varió mucho entre ambos países y ciudades en las cinco economías más sólidas de América Latina, lo que les da a algunos jugadores una ventaja inesperada. Lea los detalles sobre la latencia en banda ancha móvil y fija en Argentina, Brasil, Chile, Colombia y México para ver qué usuarios es probable que tengan la mejor experiencia de juego en toda la nación y en las ciudades más pobladas del país.

La latencia, el tiempo de reacción de una conexión, es una métrica clave en el juego en línea. Para lograr la mejor experiencia de juego en línea, los usuarios deben buscar una latencia de 59 ms o menos. Los datos siguientes indican la latencia media para cada ubicación. La latencia móvil se aplica a los juegos que se juegan en dispositivos móviles, mientras que la latencia de banda ancha fija se mide cuando se juega en consolas y computadoras.

Brasil tiene la latencia más baja en banda ancha fija y Argentina, en móvil

Ookla_Latin_America_latency_countries_0720_es
Los jugadores en Brasil disfrutaron la latencia media más baja en banda ancha fija durante el segundo trimestre de 2020 con 19 ms. A Brasil, lo siguieron Chile, México y Argentina. Colombia tuvo la latencia más alta en banda ancha fija durante este período con 43 ms.

Las inversiones recientes en cable de fibra óptica en toda la región dieron como resultado mejores latencias cuando comparamos el segundo trimestre de 2019 y el segundo trimestre de 2020. Brasil mostró una gran mejora en la latencia de banda ancha fija en comparación con el segundo trimestre de 2019, que disminuyó de 23 ms en el segundo trimestre de 2019 a 19 ms en el segundo trimestre de 2020. La latencia en México también cayó de 34 ms en el segundo trimestre de 2019 a 31 ms en el segundo trimestre de 2020. Los otros tres países de nuestra lista no experimentaron prácticamente ningún cambio en la latencia de banda ancha fija entre el segundo trimestre de 2019 y el segundo trimestre de 2020.

Hubo una variación entre los países en la latencia móvil durante el segundo trimestre de 2020. Argentina tuvo la mejor latencia móvil en 40 ms, seguido por Chile con 41 ms. Colombia tuvo la latencia móvil más alta durante este período con 47 ms.

México experimentó la mejora más amplia en su latencia móvil cuando se compara el segundo trimestre de 2019 y el segundo trimestre de 2020. La latencia móvil mejoró de 57 ms en el segundo trimestre de 2019 a 44 ms en el segundo trimestre de 2020. Los demás países de nuestra lista tuvieron pequeñas mejoras en su latencia móvil durante este período. En Chile, la latencia móvil aumentó año tras año, de 38 ms en el segundo trimestre 2019 a 41 ms en el segundo trimestre de 2020.

Las implementaciones de 5G en la región han comenzado recientemente, incluyendo el lanzamiento de la tecnología 5G DSS en Brasil. Aunque la tecnología todavía es bastante nueva en América Latina, tiene el potencial de mejorar radicalmente la latencia sobre lo que ofrecen actualmente los dispositivos con capacidad 4G.

Las velocidades de Internet aumentaron durante la pandemia

Tener una conexión a Internet rápida también es importante. Hemos usado datos de Speedtest Intelligence para rastrear el rendimiento de Internet a nivel global durante la pandemia. Si bien algunos países sufrieron una caída en las velocidades en Marzo, en líneas generales, las velocidades de banda ancha fija aumentaron en Argentina, Brasil, Chile, Colombia y México desde la semana de referencia del 2 de marzo de 2020. Salvo por Chile, estos países también experimentaron un aumento en las velocidades móviles, que varió de un aumento de 2 % en Colombia a un aumento de 19 % en México.

São Paulo tuvo la latencia de banda ancha fija más baja junto con Buenos Aires en móvil

Ookla_Latin_America_latency_cities_0720es-01
Latencia de banda ancha fija en algunas de las ciudades más grandes de América Latina, desde 17 ms en Guadalajara a 45 ms en Cali. Guadalajara, São Paulo y Río de Janeiro tuvieron la latencia de banda ancha fija más baja de nuestra lista durante el segundo trimestre de 2020 con 17 ms, 18 ms y 20 ms, respectivamente. Las ciudades colombianas de Bogotá, Medellín y Cali tuvieron las latencias más altas de banda ancha fija de nuestra lista con 38 ms, 40 ms y 45 ms, respectivamente. Todas las ciudades de esta lista tuvieron latencias de banda ancha fija por debajo de 59 ms, la medición recomendada para una experiencia de juego en línea sin problemas.

Al comparar los resultados año tras año del segundo trimestre de 2019, notamos aumentos en la latencia de banda ancha fija en casi todas las ciudades en el segundo trimestre de 2020. Cali fue la única ciudad de la lista en la que la latencia mejoró, desde 49 en el segundo trimestre de 2019 a 45 ms en el segundo trimestre de 2020.

São Paulo y Buenos Aires empataron con la latencia móvil más baja de la lista durante el segundo trimestre de 2020 con 31 ms. Río de Janeiro siguido con 34 ms. Brasilia, Cali y Medellín ocuparon los últimos tres puestos de la lista con latencias móviles de 43 ms, 48 ms y 51 ms, respectivamente.

La latencia móvil de Ciudad de México y São Paulo mejoró notablemente en el segundo trimestre de 2020 en comparación con el segundo trimestre de 2019. La latencia móvil de Ciudad de México cayó de 53 ms a 37 ms durante el mismo período. La latencia móvil en São Paulo cayó de 40 ms en el segundo trimestre de 2019 a 31 ms en el segundo trimestre de 2020. Solo una ciudad de nuestra lista no demostró mejoras en la latencia móvil al comparar el segundo trimestre de 2019 con el segundo trimestre de 2020, Santiago, donde la latencia móvil aumentó de 36 ms a 40 ms durante este período.

Los jugadores experimentados les gustará saber que las velocidades de internet y la latencia móvil están mejorando en muchas partes de América Latina. Deseamos ver cómo la latencia de banda ancha fija pasa al próximo nivel en un futuro cercano. Si desea obtener más información sobre el rendimiento de Internet en otras partes del mundo, visite Ookla ResearchTM.

Explorando a experiência de jogos online na América Latina

Os jogos online estão em alta na América Latina e no mundo inteiro. Isso está criando uma demanda por conexões de rede de baixa latência para que os jogadores possam desfrutar de uma experiência de jogo sem problemas nem atrasos. De acordo com dados da Speedtest Intelligence®, durante o segundo trimestre de 2020, a latência variou bastante entre países e cidades nas cinco economias mais fortes da América Latina, dando a alguns jogadores uma vantagem inesperada. Continue lendo para saber mais sobre a latência de banda larga móvel e fixa na Argentina, Brasil, Chile, Colômbia e México e ver em que país e em quais das cidades mais populosas os usuários provavelmente terão a melhor experiência de jogo.

A latência, ou o tempo de reação de uma conexão, é uma métrica fundamental nos jogos. Para ter a melhor experiência de jogo, os usuários devem ver a latência de 59 ms ou menos. Os dados abaixo mostram a latência média de cada local. A latência móvel é aplicável a jogos em dispositivos móveis, enquanto a latência de banda larga fixa mede a latência ao jogar no PC e em consoles.

O Brasil teve a menor latência de banda larga fixa e a Argentina teve a menor latência móvel

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Os jogadores no Brasil tiveram a menor latência média de banda larga fixa durante o segundo trimestre de 2020, com 19 ms. O Brasil foi seguido por Chile, México e Argentina. A Colômbia teve a maior latência de banda larga fixa durante esse período, com 43 ms.

Investimentos recentes em fibra em toda a região resultaram em latências aprimoradas ao comparar o segundo trimestre de 2019 e o segundo trimestre de 2020. O Brasil mostrou a maior melhoria na latência de banda larga fixa em comparação com o segundo trimestre de 2019, diminuindo de 23 ms para 19 ms no segundo trimestre de 2020. A latência no México também diminuiu, passando de 34 ms no segundo trimestre de 2019 para 31 ms no segundo trimestre de 2020. Os outros três países da nossa lista tiveram pouca ou nenhuma alteração na latência de banda larga fixa entre o segundo trimestre de 2019 e o segundo trimestre de 2020.

Os países tiveram menos variação na latência móvel durante o segundo trimestre de 2020. A Argentina teve a melhor latência em dispositivos móveis, com 40 ms, seguida de perto pelo Chile, com 41 ms. A Colômbia teve a maior latência móvel durante esse período, com 47 ms.

No segundo trimestre de 2020, o México conseguiu a maior melhoria na latência móvel em comparação com o segundo trimestre de 2019. A latência móvel melhorou de 57 ms no segundo trimestre de 2019 para 44 ms no segundo trimestre de 2020. A latência móvel dos outros países da lista melhorou um pouco menos durante esse período. No Chile, a latência móvel inclusive aumentou de um ano para outro, de 38 ms no segundo trimestre de 2019 para 41 ms no segundo trimestre de 2020.

As implementações de 5G na região começaram recentemente, incluindo o lançamento da tecnologia 5G DSS no Brasil. Embora a tecnologia ainda seja relativamente nova na América Latina, ela tem o potencial de melhorar radicalmente a latência sobre o que os dispositivos com capacidade 4G oferecem atualmente.

A velocidade da Internet aumentou durante a pandemia

Ter uma conexão rápida com a Internet também é importante para os jogadores. Usamos dados da Speedtest Intelligence para acompanhar o desempenho da Internet em nível global durante a pandemia. Embora alguns países tenham tido uma queda nas velocidades em março, no geral, as velocidades de Internet de banda larga fixa aumentaram na Argentina, no Brasil, no Chile, na Colômbia e no México desde a semana base de 2 de março de 2020. Exceto no Chile, esses países também tiveram um aumento nas velocidades em dispositivos móveis, variando de um aumento de 2% na Colômbia até um aumento de 19% no México.

São Paulo teve a menor latência de banda larga fixa, enquanto Buenos Aires em dispositivos móveis

Ookla_Latin_America_latency_cities_0720_pt2
A latência de banda larga fixa em algumas das maiores cidades da América Latina variou de 17 ms em Guadalajara a 45 ms em Cali. Guadalajara, São Paulo e Rio de Janeiro tiveram as menores latências de banda larga fixa da nossa lista durante o segundo trimestre de 2020, com 17 ms, 18 ms e 20 ms, respectivamente. As cidades colombianas de Bogotá, Medellín e Cali apresentaram as maiores latências em banda larga fixa em nossa lista, com 38 ms, 40 ms e 45 ms, respectivamente. Todas as cidades desta lista ainda apresentaram latências em banda larga fixa abaixo de 59 ms, a medida recomendada para uma experiência de jogo sem problemas.

Ao comparar os resultados ano a ano para o segundo trimestre de 2019, vimos aumentos na latência de banda larga fixa em quase todas as cidades no segundo trimestre de 2020. Cali foi a única cidade da lista em que a latência melhorou, passando de 49 ms no segundo trimestre de 2019 para 45 ms no segundo trimestre de 2020.

São Paulo e Buenos Aires empataram na menor latência móvel da nossa lista durante o segundo trimestre de 2020, com 31 ms. Rio de Janeiro em seguida, com 35 ms. Brasília, Cali e Medellín ocuparam os três últimos lugares da lista, com latências móveis de 43 ms, 48 ms e 51 ms, respectivamente.

As latências móveis da Cidade do México e de Guadalajara melhoraram significativamente no segundo trimestre de 2020, em comparação com o segundo trimestre de 2019. A latência móvel na Cidade do México diminuiu de 53 ms para 37 ms no mesmo período. A latência móvel em São Paulo caiu de 40 ms no segundo trimestre de 2019 para 31 ms no segundo trimestre de 2020. Apenas uma cidade da nossa lista não mostrou melhoria na latência móvel na comparação entre o segundo trimestre de 2019 e o segundo trimestre de 2020: Santiago. Lá, a latência móvel aumentou de 36 ms para 40 ms durante esse período.

Quem gosta de jogos eletrônicos na América Latina ficará muito feliz em saber que as velocidades da Internet e a latência móvel estão melhorando em muitas partes da região. Estamos ansiosos para ver se a latência de banda larga fixa alcançará outro nível em um futuro próximo. Se você estiver interessado em aprender mais sobre o desempenho da Internet em outras partes do mundo, visite Ookla ResearchTM.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Global Speeds

About the Author

Maria Gómez

Ookla Research™ Articles
| July 14, 2020

The Most Significant Online Service Outages in Q2 2020

Downdetector

“Try again later” was a phrase that frustrated users all over the world during the multiple online service outages in Q2 2020. This article is the third installment in our quarterly series tracking the most significant web and online service outages. Analyzing Downdetector® data from Q2 2020, we focused on user-reported service disruptions in five categories: social media, communications service providers, collaboration platforms, gaming and financial institutions.

Social media

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Snapchat (April 8, 2020): 93,671 reports at peak

Snapchat users began to report problems with the mobile app early on April 8. At the peak of outage reports, there were 93,671 reported issues in the U.S in one 15-minute period. User reports rolled in over a total period of approximately two hours. Users in the United Kingdom and the Netherlands also reported problems with Snapchat during the same time period.

TikTok (May 6, 2020): 49,701 reports at peak

Many U.S. and U.K. users of the popular video-based social media platform struggled to log into their accounts on May 6. Over 49,000 users in the U.S. reported problems logging in, viewing and uploading videos to TikTok that evening.

Tinder (June 12, 2020): 6,967 reports at peak

Users of the mobile dating app Tinder rushed to Downdetector when they encountered problems logging in, sending and receiving messages on the morning of June 12. Almost 7,000 users from the U.S. reported problems with the app, and issues were also reported in the U.K. and Germany.

Communications service providers

Downdetector_T-Mobile_Outage_0720-1

T-Mobile (June 15, 2020): 113,980 reports at peak

U.S. mobile operator T-Mobile suffered a major outage on June 15. Customers reported problems with their mobile phone service, mobile internet connection and their ability to text friends and family. Reports came in over a period of almost ten hours that evening, peaking with 113,980 reports in one 15-minute period. Other mobile network operators also received a significant volume of problem reports that day as their own customers were unable to reach T-Mobile customers, leading to perceived service issues.

U.K. Mobile Operators: Virgin Media (April 27), TalkTalk (May 29) and Vodafone (June 9)

U.K. telecom providers Virgin Media, TalkTalk and Vodafone each struggled with outages in Q2 2020. Virgin Media UK customers rushed to Downdetector on April 27 when they started having problems with their service. Users reported problems throughout the day over a period of about six hours. About 77% of Downdetector reports cited a problem with their cable internet service. The outage had multiple peaks during the day, with 40,397 reports during the highest peak.

TalkTalk users reported problems with their internet connection on May 29, with a peak of 31,942 user reports. According to Downdetector data, the majority of reports came from Manchester, London, Glasgow and Birmingham.

On June 9, Vodafone UK experienced a smaller, but not insignificant outage. During the outage, 94% of Downdetector problem reports cited issues with the mobile network service. At the peak of reported issues, 9,686 Downdetector users reported problems with the network.

Telcel (May 27, 2020): 5,091 reports at peak

Customers of Mexican operator Telcel reported problems with their network on May 27. Over 5,000 reports were recorded during the peak of problem reporting, 95% of which were about Telcel’s mobile network. Most reports came from Mexico City.

Collaboration platforms

Downdetector_Zoom_Outage_0720-1

Zoom (May 17, 2020): 7,523 reports at peak

Video conferences and virtual dates were interrupted on May 17 when Zoom experienced problems in multiple countries. Downdetector measured a peak of 7,523 user-reported issues in one 15-minute period in the U.S., but the outage was also felt in Europe. Most users reported problems with the video conferencing feature of the online service.

Slack (May 12, 2020): 4,163 reports at peak

The popular business communication provider Slack experienced a disruption in their service on May 12, with a peak of 4,163 user-reported issues in 15 minutes. Most users who reported problems on Downdetector were located in San Francisco, Los Angeles, San Jose, and Seattle. Most reports pointed to problems connecting to the online service.

Office 365 (June 14, 2020): 2,056 reports at peak

On June 14, Australian users of Microsoft’s subscription service Office 365 reported issues, with a peak of 2,056 over 15 minutes. Users were unable to log into any of the Office 365 apps and experienced problems connecting to the server. Users in New Zealand also reported issues that day.

Gaming

Downdetector_CallofDuty_Outage_0720-2

Call of Duty (April 12, 2020): 46,278 reports at peak

U.S. players of Call of Duty were unable to connect to the game’s servers on April 12. Users from Dallas, Chicago, Houston, Philadelphia and New York City flooded Downdetector with reports when they encountered problems with the game. At the peak of Downdetector reports, more than 46,000 users reported issues.

Financial institutions

Downdetector_BBVA_Outage_0720-1

BBVA Bancomer (June 10, 2020): 1,198 reports at peak

On June 10, customers of BBVA Bancomer in Mexico reported issues with their online banking service. More than 1,000 reports were recorded at the peak of reporting, with many users unable to log in or use the app over a period of approximately four hours The majority of reported issues came from Mexico City, Guadalajara and Monterrey.

Want to know when an online service is down? Keep up with outages by visiting Downdetector.

Ookla retains ownership of this article including all of the intellectual property rights, data, content graphs and analysis. This article may not be quoted, reproduced, distributed or published for any commercial purpose without prior consent. Members of the press and others using the findings in this article for non-commercial purposes are welcome to publicly share and link to report information with attribution to Ookla.

Downdetector

About the Author

Maria Gómez