Mobile Network Experience Report Malaysia April 2019

Malaysia

Mobile Network Experience Report
April 2019

Opensignal Active Userbase in Malaysia
Total Devices
744,691
Total Measurements
1,912,501,331
Data Collection Period
Dec 01 Feb 28, 2019

Opensignal is the independent global standard for analyzing consumer mobile experience. Our industry reports are the definitive guide to understanding the true experience consumers receive on wireless networks.

Author
Kevin Fitchard Principal Analyst

Summary

In Opensignal's latest look at Malaysia, we see quite the race developing between Celcom and Maxis in our metrics. While Maxis maintained its long-held lead in Download Speed Experience, Celcom snagged our Upload Speed Experience award. Celcom won our 4G Availability prize, but Maxis landed a Latency Experience win. And when it came to our newest metric, Video Experience, we found both operators in a dead heat.

In our fifth report on Malaysia we examined Celcom and Maxis along with fellow national operators DiGi, U Mobile and Unifi to see how they stacked up in consumer mobile experience. We also delved deeper into 11 cities in Malaysia, comparing the results of the aforementioned five operators as well as regional 4G provider Yes.

Mobile Experience Awards April 2019, Malaysia Report
4G Availability
Video Experience
Download Speed Experience
Upload Speed Experience
Latency Experience
Download Image
Mobile Experience Awards Winners
April 2019, Malaysia
4G Availability
Download Speed Experience
Upload Speed Experience
Latency Experience
Mobile Experience Awards Draws
April 2019, Malaysia
Video Experience
Download Image

Key findings

Celcom and Maxis are neck and neck in Video Experience

Maxis and Celcom were deadlocked in our new Video Experience metric with scores just above 61, earning them both Good ratings in our video quality scale. Good generally means shorter load times and less frequent stalling at lower resolutions, though video quality at higher resolutions can be more inconsistent. All of Malaysia's other national operators had ratings of Fair or Poor.

Malaysia's 4G Availability is still improving but growth is slowing down

While we did see growth from some operators in our 4G Availability metric, the scores from Malaysia's leaders in this category were relatively flat now that they've exceeded the 80% mark. Celcom was the operator to beat with a 4G Availability score of 86.8%, but we're also seeing last-placed U Mobile closing the gap with its competitors.

Maxis wins the download speed crown, but Celcom claims our upload award

Maxis once again led the pack in our Download Speed Experience metric with an average score of 17.9 Mbps. Celcom, however, managed to beat Maxis to our Upload Speed Experience award with an average connection of 6.3 Mbps.

Ipoh shines in speed, while Kuala Lumpur outperforms in 4G Availability

Ipoh stood out in our regional analysis. In that city nearly every single operator exceeded their national averages in both our Download Speed and Upload Speed Experience metrics, and it was one of only three cities where we recorded an individual Download Speed Experience score greater than 20 Mbps. In 4G Availability, Kuala Lumpur was the city of note as almost every operator was able to provide a 4G connection to our users more than 80% of the time.

National Analysis

4G Availability

Celcom won our 4G Availability award as it was able to supply an LTE connection to our users 86.8% of the time. Maxis, however, was a close second with a score of 83.2%. 4G access is already fairly widespread in Malaysia. Four of the five nationwide operators have 4G Availability scores over 75%, and two have surpassed the 80% mark. U Mobile remains the only laggard with a score of 64.5%, but the operator has made significant progress in the last six months, increasing its 4G Availability by more than 3 percentage points since our last report.

4G Availability
in %
Maxis
83.2
Celcom
86.8
DiGi
77.3
U Mobile
64.5
Unifi
79.2
0 22.5 45 67.5 90
Download Image

We recorded a comparable gain in Unifi's score, but we didn't see much movement in the other three operators' 4G Availability. As Malaysian operators approach or exceed the 80% availability mark, their 4G network expansions appears to be petering off. This a sign that Malaysia's 4G deployments are reaching maturity.

Video Experience

In our Video Experience category, Celcom and Maxis had the only draw at a national level in our report, both garnering scores just above 61. That places both operators firmly in Good territory (55-65) in our 100-point Video Experience scale. Good means that while users do experience waiting time before a video begins playing and interruptions in playback, low-resolution video streaming is generally consistent.

Video Experience
in 0-100 points
Maxis
61.3
Celcom
61.2
DiGi
52.4
U Mobile
31.2
Unifi
37.7
0 16.25 32.5 48.75 65
Download Image
Video Experience
Supporting Metrics
in 0-100 points
4G Video Experience
69.4 (± 0.23) 66.0 (± 0.24) 62.1 (± 0.30) 36.2 (± 0.33) 43.6 (± 0.57)
3G Video Experience
36.6 (± 0.57) 41.2 (± 0.72) 32.6 (± 0.50) 24.4 (± 0.37) 17.1 (± 1.00)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.
4G Video Experience in 0-100 points
69 (± 0.23)
66 (± 0.24)
62 (± 0.30)
36 (± 0.33)
44 (± 0.57)
3G Video Experience in 0-100 points
37 (± 0.57)
41 (± 0.72)
33 (± 0.50)
24 (± 0.37)
17 (± 1.00)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.

Celcom and Maxis were the only two operators in Malaysia to earn a Good rating (55-65). DiGi landed in the Fair spectrum of our scale (40-55), while U Mobile and Unifi had our worst rating, Poor (0-40). At Poor levels, video suffers from very long load times and frequent stalling even at low resolutions. Video quality was much better for all operators on 4G connections, and in the case of Celcom and Maxis, they scored Very Good (65-75) ratings when we examined 4G Video Experience alone. The more 4G's reach expands in Malaysia the better the consumer Video Experience becomes.

Download Speed Experience

Maxis once again won our Download Speed Experience award, but rival Celcom has begun whittling away at Maxis's sizable lead. Celcom's overall download speed increased by more than 2 Mbps to 14.7 Mbps since our last Malaysia report, while Maxis's Download Speed Experience score grew by less than a megabit. Maxis still has a considerable advantage in Download Speed Experience with an average connection of 17.9 Mbps, but if Celcom continues its current pace of download speed growth, Maxis will soon face a challenger in this metric.

Download Speed Experience
in Mbps
Maxis
17.9
Celcom
14.7
DiGi
10.7
U Mobile
4.2
Unifi
5.5
0 5 10 15 20
Download Image
Download Speed Experience
Supporting Metrics
in Mbps
4G Download Speed
22.6 (± 0.13) 17.2 (± 0.11) 14.2 (± 0.10) 5.4 (± 0.05) 6.7 (± 0.08)
3G Download Speed
3.8 (± 0.05) 4.1 (± 0.05) 3.6 (± 0.04) 2.7 (± 0.02) 1.1 (± 0.02)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.
4G Download Speed in Mbps
23 (± 0.13)
17 (± 0.11)
14 (± 0.10)
5 (± 0.05)
7 (± 0.08)
3G Download Speed in Mbps
4 (± 0.05)
4 (± 0.05)
4 (± 0.04)
3 (± 0.02)
1 (± 0.02)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.

When we look at download speed by technology, we find clear differences among the five operators in the strength of their LTE networks. While Celcom, DiGi and Maxis all had 4G Download Speeds above 14 Mbps, U Mobile and Unifi's average 4G connections were below 7 Mbps. Both operators clearly have constraints on their LTE networks, whether they are self-imposed policies restricting bandwidth to customers or capacity limitations.

Upload Speed Experience

Maxis may have claimed the download speed crown, but Celcom was the king of upload speed in our measurements. It was a close race between the two, but Celcom emerged the victor with an Upload Speed Experience score of 6.4 Mbps, compared to Maxis's score of 6.3 Mbps. The two leaders were well ahead of their rivals in this metric. Malaysia's other three major operators had Upload Speed Experience scores of 4 Mbps or less.

Upload Speed Experience
in Mbps
Maxis
6.2
Celcom
6.3
DiGi
4.0
U Mobile
2.6
Unifi
3.2
0 1.875 3.75 5.625 7.5
Download Image
Upload Speed Experience
Supporting Metrics
in Mbps
4G Upload Speed
8.0 (± 0.07) 7.6 (± 0.06) 5.6 (± 0.05) 3.8 (± 0.04) 3.8 (± 0.05)
3G Upload Speed
0.7 (± 0.01) 1.1 (± 0.02) 0.8 (± 0.01) 1.1 (± 0.01) 0.9 (± 0.02)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.
4G Upload Speed in Mbps
8 (± 0.07)
8 (± 0.06)
6 (± 0.05)
4 (± 0.04)
4 (± 0.05)
3G Upload Speed in Mbps
1 (± 0.01)
1 (± 0.02)
1 (± 0.01)
1 (± 0.01)
1 (± 0.02)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.

Though Celcom won our award, Maxis actually had the faster result in 4G Upload Speed. It was Celcom's superior score in 4G Availability that helped drive it to the top. As our users on Celcom's network were able to tap into an LTE signal more often, their overall Upload Speed Experience scores were higher.

Latency Experience

Maxis won our Latency Experience award with an average response time of 47.2 milliseconds. Latency is an often misunderstood metric that can impact the consumer mobile experience in many subtle ways. Lower latency connections produce faster load times for web pages and streamed video and can reduce the lag experienced in real-time communications and gaming apps.

Latency Experience
in ms
Maxis
47.2
Celcom
48.1
DiGi
59.4
U Mobile
54.7
Unifi
48.1
0 15 30 45 60
Download Image
Latency Experience
Supporting Metrics
in ms
4G Latency
40.3 (± 0.11) 44.4 (± 0.14) 47.4 (± 0.14) 43.6 (± 0.15) 43.9 (± 0.29)
3G Latency
68.2 (± 0.50) 63.6 (± 0.50) 84.1 (± 0.41) 69.7 (± 0.33) 62.4 (± 0.70)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.
4G Latency in ms
40 (± 0.11)
44 (± 0.14)
47 (± 0.14)
44 (± 0.15)
44 (± 0.29)
3G Latency in ms
68 (± 0.50)
64 (± 0.50)
84 (± 0.41)
70 (± 0.33)
62 (± 0.70)
Mobile Network Experience Report | April 2019 | © Opensignal Inc.

DiGi was the biggest surprise in our latency metrics. Though it came in a solid third in most of our metrics, DiGi was dead last in Latency Experience. That's a sure sign of sluggish response times on its networks even if its speeds, availability and video quality were at much more competitive levels.

Regional Analysis

Our analysis of 11 cities in Malaysia closely mirrored our national results, with Celcom and Maxis splitting most of our awards in each market. There were some notable exceptions, though, in our 4G Availability metrics in Kuala Lumpur and Seberang Perai/Penang. In those two markets, regional 4G operator Yes won our 4G Availability awards with scores above 95%, which represents an exceptional level of LTE access. Celcom also had 4G Availability scores above 90% in several cities: Alor Setar, Ipoh, Johor Baharu, Kuala Lumpur, Kuala Terengganu, Malacca and Seberang Perai/Penang. Economic powerhouse Kuala Lumpur, however, was the standout city in this metric. Every major operator improved significantly on its national 4G Availability score in the capital, in several cases by 5 percentage points or more.

In general, speeds in the cities were in line with national results, an indication that operators haven't yet begun any large-scale LTE-Advanced or capacity upgrades (which always appear first in urban areas). Even though we didn't see any big spikes in Download and Upload Speed Experience across the 11 metros, Ipoh is worthy of note. In Ipoh, all five operators improved on their national Upload Speed Experience results, and in Download Speed Experience we saw increases from four of the operators over their national averages. Ipoh was also one of three cities where we measured a Download Speed Experience score over 20 Mbps from an individual operator.

Select any region below to display individual breakdown

Alor Setar

4G Availability
in Alor Setar
in %
Maxis
88.7
Celcom
92.0
DiGi
77.6
U Mobile
40.4
Unifi
77.0
Download Image
Video Experience
in Alor Setar
in 0-100 points
Maxis
64.4
Celcom
64.6
DiGi
51.7
U Mobile
32.6
Unifi
28.0
Download Image
Download Speed Experience
in Alor Setar
in Mbps
Maxis
17.9
Celcom
14.7
DiGi
10.7
U Mobile
4.5
Unifi
4.0
Download Image
Upload Speed Experience
in Alor Setar
in Mbps
Maxis
6.9
Celcom
6.9
DiGi
3.9
U Mobile
2.0
Unifi
2.4
Download Image
Latency Experience
in Alor Setar
in ms
Maxis
44.4
Celcom
43.8
DiGi
57.8
U Mobile
51.9
Unifi
55.8
Download Image

Ipoh

4G Availability
in Ipoh
in %
Maxis
89.5
Celcom
91.4
DiGi
83.7
U Mobile
78.4
Unifi
77.2
Download Image
Video Experience
in Ipoh
in 0-100 points
Maxis
65.3
Celcom
65.9
DiGi
58.4
U Mobile
34.0
Unifi
37.0
Download Image
Download Speed Experience
in Ipoh
in Mbps
Maxis
21.3
Celcom
16.9
DiGi
12.7
U Mobile
4.6
Unifi
5.5
Download Image
Upload Speed Experience
in Ipoh
in Mbps
Maxis
7.4
Celcom
6.7
DiGi
5.0
U Mobile
3.0
Unifi
2.9
Download Image
Latency Experience
in Ipoh
in ms
Maxis
42.4
Celcom
43.1
DiGi
51.1
U Mobile
52.2
Unifi
49.4
Download Image

Johor Baharu

4G Availability
in Johor Baharu
in %
Maxis
83.0
Celcom
91.4
DiGi
81.1
U Mobile
74.4
Unifi
85.4
Download Image
Video Experience
in Johor Baharu
in 0-100 points
Maxis
63.6
Celcom
61.6
DiGi
56.8
U Mobile
29.7
Unifi
39.8
Download Image
Download Speed Experience
in Johor Baharu
in Mbps
Maxis
20.2
Celcom
13.5
DiGi
11.9
U Mobile
3.8
Unifi
6.5
Download Image
Upload Speed Experience
in Johor Baharu
in Mbps
Maxis
6.7
Celcom
6.2
DiGi
4.4
U Mobile
3.1
Unifi
3.7
Download Image
Latency Experience
in Johor Baharu
in ms
Maxis
43.3
Celcom
48.5
DiGi
55.1
U Mobile
56.3
Unifi
43.4
Download Image

Kota Bharu

4G Availability
in Kota Bharu
in %
Maxis
84.9
Celcom
89.0
DiGi
76.5
U Mobile
23.7
Unifi
70.8
Download Image
Video Experience
in Kota Bharu
in 0-100 points
Maxis
58.8
Celcom
61.3
DiGi
50.6
U Mobile
24.3
Unifi
33.4
Download Image
Download Speed Experience
in Kota Bharu
in Mbps
Maxis
16.7
Celcom
14.1
DiGi
9.7
U Mobile
3.3
Unifi
4.0
Download Image
Upload Speed Experience
in Kota Bharu
in Mbps
Maxis
5.4
Celcom
7.0
DiGi
3.8
U Mobile
1.5
Unifi
2.2
Download Image
Latency Experience
in Kota Bharu
in ms
Maxis
48.0
Celcom
53.3
DiGi
58.5
U Mobile
63.9
Unifi
54.8
Download Image

Kuala Lumpur

4G Availability
in Kuala Lumpur
in %
Maxis
88.5
Celcom
90.6
Yes
95.9
DiGi
83.9
U Mobile
70.9
Unifi
82.8
Download Image
Video Experience
in Kuala Lumpur
in 0-100 points
Maxis
63.9
Celcom
65.9
Yes
60.0
DiGi
54.5
U Mobile
32.2
Unifi
40.0
Download Image
Download Speed Experience
in Kuala Lumpur
in Mbps
Maxis
18.0
Celcom
17.7
Yes
8.7
DiGi
11.0
U Mobile
4.5
Unifi
5.9
Download Image
Upload Speed Experience
in Kuala Lumpur
in Mbps
Maxis
7.5
Celcom
8.3
Yes
2.8
DiGi
4.8
U Mobile
2.9
Unifi
3.5
Download Image
Latency Experience
in Kuala Lumpur
in ms
Maxis
39.2
Celcom
38.4
Yes
40.7
DiGi
46.7
U Mobile
49.7
Unifi
38.2
Download Image

Kuala Terengganu

4G Availability
in Kuala Terengganu
in %
Maxis
84.6
Celcom
90.5
DiGi
79.1
U Mobile
24.8
Unifi
72.5
Download Image
Video Experience
in Kuala Terengganu
in 0-100 points
Maxis
58.5
Celcom
62.0
DiGi
51.7
U Mobile
27.4
Unifi
33.5
Download Image
Download Speed Experience
in Kuala Terengganu
in Mbps
Maxis
17.6
Celcom
15.2
DiGi
9.9
U Mobile
3.6
Unifi
5.1
Download Image
Upload Speed Experience
in Kuala Terengganu
in Mbps
Maxis
5.3
Celcom
8.2
DiGi
4.1
U Mobile
1.6
Unifi
2.6
Download Image
Latency Experience
in Kuala Terengganu
in ms
Maxis
46.5
Celcom
49.3
DiGi
62.4
U Mobile
62.7
Unifi
53.6
Download Image

Kuantan

4G Availability
in Kuantan
in %
Maxis
87.9
Celcom
88.2
DiGi
79.5
U Mobile
17.4
Unifi
77.3
Download Image
Video Experience
in Kuantan
in 0-100 points
Maxis
63.8
Celcom
65.8
DiGi
55.7
U Mobile
25.8
Unifi
37.4
Download Image
Download Speed Experience
in Kuantan
in Mbps
Maxis
22.2
Celcom
18.6
DiGi
11.6
U Mobile
3.5
Unifi
5.4
Download Image
Upload Speed Experience
in Kuantan
in Mbps
Maxis
7.4
Celcom
9.4
DiGi
4.4
U Mobile
1.5
Unifi
3.0
Download Image
Latency Experience
in Kuantan
in ms
Maxis
39.0
Celcom
46.9
DiGi
54.2
U Mobile
53.8
Unifi
51.5
Download Image

Kuching

4G Availability
in Kuching
in %
Maxis
83.5
Celcom
88.9
DiGi
81.6
U Mobile
34.0
Unifi
84.7
Download Image
Video Experience
in Kuching
in 0-100 points
Maxis
62.6
Celcom
66.5
DiGi
57.0
U Mobile
32.2
Unifi
43.3
Download Image
Download Speed Experience
in Kuching
in Mbps
Maxis
18.6
Celcom
16.2
DiGi
12.3
U Mobile
3.9
Unifi
7.2
Download Image
Upload Speed Experience
in Kuching
in Mbps
Maxis
6.6
Celcom
8.8
DiGi
4.9
U Mobile
1.8
Unifi
3.6
Download Image
Latency Experience
in Kuching
in ms
Maxis
64.0
Celcom
44.8
DiGi
72.7
U Mobile
73.1
Unifi
76.6
Download Image

Malacca

4G Availability
in Malacca
in %
Maxis
85.0
Celcom
90.3
DiGi
81.5
U Mobile
74.3
Unifi
83.9
Download Image
Video Experience
in Malacca
in 0-100 points
Maxis
64.2
Celcom
58.4
DiGi
55.0
U Mobile
33.3
Unifi
36.9
Download Image
Download Speed Experience
in Malacca
in Mbps
Maxis
19.0
Celcom
10.7
DiGi
10.5
U Mobile
3.8
Unifi
5.2
Download Image
Upload Speed Experience
in Malacca
in Mbps
Maxis
6.2
Celcom
4.3
DiGi
4.3
U Mobile
2.9
Unifi
3.4
Download Image
Latency Experience
in Malacca
in ms
Maxis
42.1
Celcom
47.8
DiGi
53.4
U Mobile
52.4
Unifi
42.1
Download Image

Seberang Perai and Penang Island

4G Availability
in Seberang Perai and Penang Island
in %
Maxis
84.7
Celcom
90.1
Yes
97.6
DiGi
81.0
U Mobile
67.4
Unifi
80.4
Download Image
Video Experience
in Seberang Perai and Penang Island
in 0-100 points
Maxis
62.0
Celcom
62.0
Yes
51.9
DiGi
53.6
U Mobile
29.1
Unifi
37.6
Download Image
Download Speed Experience
in Seberang Perai and Penang Island
in Mbps
Maxis
16.6
Celcom
13.6
Yes
6.4
DiGi
11.1
U Mobile
3.6
Unifi
5.2
Download Image
Upload Speed Experience
in Seberang Perai and Penang Island
in Mbps
Maxis
6.5
Celcom
5.9
Yes
2.4
DiGi
4.5
U Mobile
2.6
Unifi
3.2
Download Image
Latency Experience
in Seberang Perai and Penang Island
in ms
Maxis
45.1
Celcom
43.7
Yes
49.7
DiGi
57.4
U Mobile
54.3
Unifi
43.3
Download Image

Seremban

4G Availability
in Seremban
in %
Maxis
86.5
Celcom
89.9
DiGi
80.0
U Mobile
68.3
Unifi
80.0
Download Image
Video Experience
in Seremban
in 0-100 points
Maxis
64.8
Celcom
61.1
DiGi
55.9
U Mobile
34.3
Unifi
35.7
Download Image
Download Speed Experience
in Seremban
in Mbps
Maxis
19.2
Celcom
13.2
DiGi
10.9
U Mobile
4.7
Unifi
4.7
Download Image
Upload Speed Experience
in Seremban
in Mbps
Maxis
6.2
Celcom
5.8
DiGi
3.9
U Mobile
3.1
Unifi
3.5
Download Image
Latency Experience
in Seremban
in ms
Maxis
39.1
Celcom
40.6
DiGi
52.7
U Mobile
53.5
Unifi
41.5
Download Image
Learn more

Opensignal measures the real-world experience of consumers on mobile networks in the places they live, work and travel.

We continually adapt our methodology to best represent the true experience of smartphone users. Therefore, comparisons of the results to past reports should be considered indicative only.

For every metric we calculate statistical confidence intervals indicated on our graphs. When confidence intervals overlap, our measured results are too close to declare a winner. In those cases, we show a statistical draw. For this reason, some metrics have multiple winners.

In our bar graphs we represent confidence intervals as boundaries on either sides of graph bars. In our supporting-metric charts we show confidence intervals as +/- numerical values.

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For every metric we calculate statistical confidence intervals indicated on our graphs. When confidence intervals overlap, our measured results are too close to declare a winner. In those cases, we show a statistical draw. For this reason, some metrics have multiple operator winners.

In our bar graphs we represent confidence intervals as boundaries on either sides of graph bars.

In our supporting-metric charts we show confidence intervals as +/- numerical values.

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