Internet users in Malta will be provided with a set of parameters for their broadband connection’s service levels so that they can check whether their internet service provider is providing exactly what consumers are paying for.
The typical speed range is to be quoted at point of sale
The Malta Communications Authority (MCA) has just concluded a year-long process by publishing a Quality of Service Framework for broadband internet applicable to fixed-line and wireless broadband internet (but not internet over mobile networks).
The quality of service of broadband internet connection will, from now on, be measured in terms of data transmission speed (both upload and download), network availability, latency and packet loss. A new parameter, the typical speed range (TSR) is also being introduced in the coming months.
Download and upload transmission speeds are quite straightforward to understand, and until now have been the standard measure for the sale of internet access services. Usually the download speed is much higher than the upload speed, but with people moving to the so-called ‘cloud’ and using online storage rather than their hard disks on their computers, upload speeds have become more important.
Availability of internet access or network availability is defined as the probability that the end user, through an internet connection is able to reach other network elements which are also connected to the internet. Availability of internet access is further defined as the ratio of the total time during which full internet is available to the subscriber in a given period of time.
Latency is defined as the time interval between the instances that a packet of data is launched from an IP-based machine located at point ‘a’ to the moment it is received by machine located at point ‘b’. It is based on the fact that all the data that goes through internet is actually divided into small packets and then put together again on the receiving machine. Latency is important in such internet activities as online gaming.
Packet loss defined as the percentage ratio of those packets sent from point ‘a’ in the network which did not reach their intended destination, point ‘b’, to the total number of packets transmitted over a specific time interval. Packet loss is a natural phenomenon on internet and systems are usually configured to re-transmit lost packets. If a few packets are lost during, for example, a voice-over IP conversation such as with Skype, this is not noticeable, but when files or documents are being transferred, missing packets can take a very long time to resend and the transfer operations takes much longer.
In its decision, the MCA also established that an ISP is required to qualify the broadband access speed through the use of the typical speed range (TSR) parameter which is computed slightly differently for existing broadband services and new services yet to be launched.
The TSR must be quoted at the point of sale, in any subscriber’s contract from now onwards, and must be published in any advertising material with the same importance as is given to the headline speed (which distinguished one service from another).
Together with the decision, the authority also published the feedback received during the consultation. Alcatel, Go, Melita, and Vodafone sent their feedback to the original consultation document.
The MCA said that “there was general support of the guiding principles behind the proposed Quality of Service Framework and there was agreement on the choice of parameters proposed. In general, respondents felt that the MCA should provide more detail when specifying both the measurement methods for each parameter and the format suitable for publishing results.”
The authority said it reserves the right to adjust the same framework, within the capacities granted to it at law, if it observes incorrect or abusive implementation of the same framework by any of the ISPs.
The MCA also defended its position against complaints by some operators that the data measurements could be too complicated for the average user to understand.
“While acknowledging that the data that is to be provided by the ISPs as a result of the implementation of the framework may be complex to understand by some subscribers, such data may be necessary for those subscribers who require a broadband connection for more than just reading e-mail and browsing,” replied the authority.
“In addition, the raising of the subscribers’ awareness and their basic knowledge of the service being bought is beneficial to the market and can be addressed via information campaigns aimed at bridging the knowledge gap.”
Internet users can perform a simple speed test of their connection at http://www.nethealth.net.mt/speedtest.htm . More information is available from the MCA’s website at www.mca.org.mt.