The panorama of mobile telephony before the arrival of Wom
The mobile telephony market promises changes in the coming weeks with the official launch of Wom’s plans after Easter, which becomes the fourth largest operator of this service in the country, along with Claro, Movistar and Tigo.
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Since the announcement of its arrival in the country last November, the operator began a strong advertising campaign, harshly criticizing its competitors. Wom says he wants to energize the sector with more competitive rates.
“We have high expectations in Colombia because it has one of the highest prices. There is no doubt that a competitive market is being created and prices will fall (…) the three operators who are in a very comfortable position, ”said Chris Bannister, director of the company.
Wom reaches a market where the main three operators have the largest share of the market, which promises a strong fight to win the preference of users in Colombia.
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This is the sector
The three operators have been in the country for almost two decades, Claro being the oldest, with operations since the mid-90s as Comcel, and Tigo the youngest, with its arrival in 2006.
According to the ICT Ministry, Claro is the leader with 32 million mobile lines and 16.8 million internet accesses; Movistar follows, with 15.7 million accounts and 7.3 million users in internet plans; third place is for Tigo, with 11.5 million lines and 4.4 million data plans.
During the last year, according to the Superintendency of Industry and Commerce (SIC), companies that provide mobile services in Colombia added 13,373 complaints.
Movistar being the one with the most cases, with 4,924; Claro follows, with 4,824; ETB, with 2,233, Tigo has 983 claims and Avantel added 400.
The main motivations for user complaints they are errors in billing, with 10,263 complaints; problems in the termination of the contract, 5,196; and contract modification, with 2,063.
Colombians are demanding services in places where they did not. Before we worked in the office and now we do it from home, and that is a major challenge for the network.
On the other hand, the lawsuits filed from January 1, 2020 to January 31 of this year before the SIC against these companies reach 7,127. These are led by Claro and Movistar, which is related to the fact that they are the operators with the largest number of users. According to the SIC, Claro received 3,890 lawsuits; Movistar, 1,841; ETB, 656; Tigo, 535. And Avantel, 193.
The main cause is the guarantee of the service, which represents 88.1 percent of the demands. There are also misleading information or advertising, with 7.6 percent, contractual protection, with 3.6 percent, and the right of withdrawal, with 0.7 percent.
Samuel Hoyos, president of the Colombian Mobile Industry Association (Asomóvil), which brings together Claro, Tigo and Movistar, ensures that in the last year companies have faced the challenge of complying with the service amid the increase in demand due to the pandemic.
“Colombians are demanding services in places where they usually did not; If before we worked in the office, now we do it from home; this represents a significant challenge for the network and we have managed to guarantee the provision of the service despite the changes ”, Hoyos points out.
Quality of service
The latest report from the Communications Regulatory Commission (CRC) on the quality of the service establishes that none of the companies registers a percentage of dropped calls outside the permitted range.
On average, the percentage of falls in capital cities in 2G networks is 1.3 percent and in 3G it is 0.44 percent, with 2 percent being the maximum value allowed in the regulation. Regarding unsuccessful calls, the figure for 2G technology is 0.62 percent and 0.36 percent for 3G.
In the most remote municipalities that have less infrastructure for this service, the number of calls in 2G networks is 2.31 percent, and in 3G it is 0.99 percent. As for call attempts that ended in failure, it was 1.69 percent for 2G and 0.76 percent for 3G. In this category, the maximum average established by the CRC is 5 percent.
This contrasts with the higher consumption of these services in the last year. Asomóvil ensures that there has been a 40 percent increase in traffic on mobile networks.
CRC data indicate that the country has increased the speed of mobile internet data with download averages of 3.34 megabits per second (Mbps).
Although this figure still leaves Colombia as one of the countries in the region with the lowest average speeds, according to Ookla’s Speedtest Awards 2020, far from Peru, which registers the best measurement in Latin America with 26.58 Mbps. And with further distance from the European Union, which has the best performance, with 92.55 Mbps.
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