Mobile Network Experience Report Singapore November 2021

Singapore

Mobile Network Experience Report
November 2021

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
Sam Fenwick Senior Analyst

Key Findings

StarHub is the first operator in Singapore to win the Games Experience award outright

Our StarHub users had the best Games Experience, with a score of 83.4 points on a 100 point scale. StarHub was in a statistical tie with Singtel for first place in the last report, but this time StarHub is the sole winner of the Games Experience award — making this the first report in which a Singaporean operator has won it outright. StarHub commanded a lead of around 2.1 points over Singtel and M1, which are statistically tied for second place. StarHub, Singtel and M1 have all placed in the Good (75-85) category. In contrast, TPG has dropped into the Poor (40-65) category, down from Fair (65-75). Games Experience measures the real-time multiplayer mobile gaming experience.

M1 forces a tie with Singtel for the Upload Speed Experience award

Last time around, our Singtel users saw the fastest average upload speeds in Singapore — around 0.8 Mbps faster than the speeds observed by their counterparts on M1 and StarHub. However, in this report there was no statistically significant difference between the upload speeds seen by our M1 and Singtel users. As a result the two operators are joint winners of the Upload Speed Experience award. While both operators’ scores rose significantly, M1 achieved the larger burst of speed, with its score rising by 2.3 Mbps versus the increase of 1.8 Mbps seen by our Singtel users. StarHub’s Upload Speed Experience score also rose, increasing by 1.7 Mbps (12.5%) compared to that seen in our previous report.

Singtel and StarHub users saw average download speeds increase by over 8 Mbps

For the third report in a row, StarHub is the outright winner of the Download Speed Experience award, as our users on its network once again reported the highest average download speeds in Singapore. The operator’s lead over second-placed Singtel has increased to 9 Mbps — up by 0.7 Mbps from our last report. However, both operators have achieved impressive increases in their scores since our previous report — StarHub’s rose by 8.9 Mbps (15.8%), while Singtel’s increased by 8.2 Mbps (17.1%). The average speeds observed by our StarHub users were an impressive 65.3 Mbps, while Singtel’s clocked in above the 50 Mbps mark with a score of 56.3 Mbps. M1’s Download Speed Experience score rose by 3.2 Mbps (8.6%) to 40.7 Mbps, while TPG’s declined by 2.9 Mbps (13.3%) to 18.6 Mbps.

TPG still wins the 4G Availability award, but remains the only operator without a perfect score for 4G Coverage Experience

TPG remains the outright winner of the 4G Availability award. This means that our TPG users once again spent the largest proportion of their time connected to 4G or better. TPG wins this time with a score of 98.6% ahead of joint second placed StarHub and M1 — which are statistically tied — by around 3.9 percentage points. However, TPG scored 9.6 for 4G Coverage Experience, while all the other three operators in Singapore achieved a perfect score of 10 out of 10 points and are therefore joint winners of this award. Our users did not observe any statistically significant changes in all four operators’ scores for 4G Availability and 4G Coverage Experience compared to those seen in our last report.

Introduction

StarHub has once more picked up the largest number of awards — winning again the Video Experience and Download Speed Experience awards outright and remaining a joint winner for both Voice App Experience and 4G Coverage Experience with M1 and Singtel. In addition, StarHub is now the sole winner of the Games Experience award after sharing it with Singtel in our last report. Aside from sharing the Voice App Experience and 4G Coverage Experience awards with StarHub, M1 and Singtel are joint winners in the Upload Speed Experience category. The latter is a change from our previous report when Singtel was the sole winner. Meanwhile, TPG continues to hold the 4G Availability award, but lags behind its rival in terms of 4G Coverage Experience. This means that while our TPG users spent the largest proportion of their time connected to 4G or better, they connected to 4G in fewer locations than their counterparts on other operators’ networks.

5G is already making its presence felt in the overall results. For example, the average download speeds seen by our Singtel and StarHub users have increased by an impressive amount — more than 8 Mbps — since our last report. In September, TPG began a 5G non-standalone access (NSA) market trial based on its existing spectrum in the 2.3 GHz band which TPG intends to continue until the end of the year. TPG also says it is in the process of rolling out 5G mmWave coverage.

Singapore’s operators have to roll out 5G with a limited amount of 3.5 GHz spectrum due to the fact that nearby countries use this band for direct to home satellite TV services. In the quantity stage of an auction being conducted by the IMDA to re-assign the licenses for the 2.1 GHz spectrum band, that expire at the end of 2021, the regulator provisionally assigned 25 MHz to both Singtel and the M1-StarHub 5G consortium known as Antina, while TPG has provisionally received 10 MHz. The winning bidders will be able to use the spectrum from the start of 2022 and Singtel and Antina will be able to use it to improve the coverage and capacity of their existing 5G networks. The IMDA intends for the 2.1 GHz spectrum, previously used for 3G services, to be used to support the nationwide deployment of 5G standalone access (SA) networks.

In this report, we have analyzed the mobile network experience of Singapore’s four national operators — M1, Singtel, StarHub and TPG — in the 90 day period starting on August 1, 2021 and ending on October 29, 2021, to see how they measure up. We have used 5G measurements in addition to those from previous generations of mobile network technology when determining the overall scores for each metric.

Opensignal Awards Table

Mobile Experience Awards, Singapore
November 2021, Singapore Report
Video Experience
Games Experience
Voice App Experience
Download Speed Experience
Upload Speed Experience
4G Availability
4G Coverage Experience
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Mobile Experience Awards Winners
November 2021, Singapore
Video Experience
Games Experience
Download Speed Experience
4G Availability
Mobile Experience Awards Draws
November 2021, Singapore
Voice App Experience
Upload Speed Experience
4G Coverage Experience
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Overview

Click on metric labels below for a quick preview
Video Experience
in 0-100 points
M1
74.2
Singtel
73.9
StarHub
75.8
TPG
64.5
0 10 20 30 40 50 60 70 80 90 100
The brackets represent confidence intervals.
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National Analysis

Video Experience

StarHub is the outright winner of the Video Experience award for the second report in a row. The operator wins this time with a score of 75.8 points on a 100 point scale. This makes it the only Singaporean operator to place in the Excellent category (75 or above). M1 and Singtel placed in the Very Good (65-75) category with scores of 74.2 and 73.9, respectively — while TPG earned a Good rating (55-65) due to its score of 64.5 points. M1 and Singtel are statistically tied for second place and StarHub led by about 1.7 points.

Opensignal’s Video Experience metric quantifies the quality of video streamed to mobile devices by measuring real-world video streams over an operator's network. The metric is derived from an International Telecommunication Union (ITU) approach, built upon detailed studies which have derived a relationship between technical parameters, including picture quality, video loading time and stall rate, with the perceived video experience as reported by real people. To calculate video experience, we are directly measuring video streams from end-user devices and using this ITU approach to quantify the overall video experience for each operator on a scale from 0 to 100. The videos tested include a mixture of resolutions and are streamed directly from the world’s largest video content providers.

Video Experience
in 0-100 points
M1
74.2
Singtel
73.9
StarHub
75.8
TPG
64.5
0 10 20 30 40 50 60 70 80 90 100
The brackets represent confidence intervals.
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Games Experience

StarHub is the sole winner of the Games Experience award. It has become the first operator to win this award outright since we added it to our Singapore mobile network experience reports back in June 2020. StarHub commanded a lead of around 2.1 points over Singtel and M1, which are statistically tied for second place. StarHub, Singtel and M1 have all placed in the Good (75-85) category. In contrast, TPG has dropped into the Poor (40-65) category, down from Fair (65-75).

A Good rating means that most users deemed the experience acceptable. The gameplay experience was generally controllable and the user received immediate feedback between their actions and the outcomes in the game. Most users did not experience a delay between their actions and the game. In contrast, TPG’s Poor rating means that most of our users found their level of experience to be unacceptable. The majority reported seeing a delay in the gameplay experience and they did not receive immediate feedback on their actions. Many users felt a lack of controllability in their multiplayer gaming experience.

Games Experience
in 0-100 points
M1
80.7
Singtel
81.7
StarHub
83.4
TPG
54.0
0 10 20 30 40 50 60 70 80 90 100
The brackets represent confidence intervals.
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Opensignal’s Games Experience measures how mobile users experience real-time multiplayer mobile gaming on an operator’s cellular network. It analyzes how the multiplayer mobile gaming experience is affected by mobile network conditions including latency, packet loss and jitter.

Voice App Experience

For the second report in a row, the three same operators jointly win the Voice App Experience award — M1, Singtel and StarHub — as their scores are statistically tied. As was also the case last time around, the joint winners all placed in the Good (80-87) category, as their scores were statistically unchanged. In contrast, TPG’s score fell by 1.6 points to 78.4 points on a 100 point scale, causing it to drop down a category — from Good to Acceptable (74-80).

Placing in the Good category means that many of our users were satisfied. However, some experienced minor quality impairments. An Acceptable rating on the other hand indicates that listeners were generally able to comprehend without repetition but some users experienced perceptible call quality impairments such as clicking sounds or distortion for a short duration. In addition, the volume may not have been sufficiently loud.

Voice App Experience
in 0-100 points
M1
80.9
Singtel
81.1
StarHub
81.2
TPG
78.4
0 10 20 30 40 50 60 70 80 90 100
The brackets represent confidence intervals.
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Opensignal's Voice App Experience measures the quality of experience for over-the-top (OTT) voice services — examples of mobile voice apps include WeChat, LINE, WhatsApp, Skype, and Facebook Messenger — using a model derived from an International Telecommunication Union (ITU) approach for quantifying overall voice call quality and a series of calibrated technical parameters. This model characterizes the exact relationship between the technical measurements and perceived call quality. Voice App Experience for each operator is calculated on a scale from 0 to 100.

Download Speed Experience

Some of Singapore’s operators have put on an impressive burst of speed. The average download speeds observed by our StarHub users rose by a remarkable 8.9 Mbps (15.8%) compared to the speeds seen in our last report. Similarly, our Singtel users saw a rise of 8.2 Mbps (17.1%) and M1’s Download Speed Experience score rose by 3.2 Mbps (8.6%). But our TPG users saw a decline of 2.9 Mbps (13.3%).

StarHub is the outright winner for the third report in a row, this time with a score of 65.3 Mbps, while Singtel came in above the 50 Mbps mark with a score of 56.3 Mbps. StarHub’s lead over second-placed Singtel has increased to 9 Mbps — up by 0.7 Mbps from the last report. M1 and TPG came third and fourth, with scores of 40.7 Mbps and 18.6 Mbps respectively.

Download Speed Experience
in Mbps
M1
40.7
Singtel
56.3
StarHub
65.3
TPG
18.6
0 17.5 35 52.5 70
The brackets represent confidence intervals.
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Upload Speed Experience

M1 and Singtel are joint winners of the Upload Speed Experience award as their scores are statistically tied. This is in contrast to the last report, when Singtel won the award outright. While our users on both operators’ networks saw their speeds rise significantly, our M1 users saw the largest increase — 2.3 Mbps (17.6%) — while their counterparts on Singtel and StarHub saw improvements of 1.8 Mbps (13.1%) and 1.7 Mbps (12.5%), respectively. TPG’s score of 4.4 Mbps is statistically unchanged from our previous report. Also, compared with TPG’s more established rivals, our users on those networks saw speeds more than three times faster than when using TPG.

Upload Speed Experience
in Mbps
M1
15.4
Singtel
15.9
StarHub
14.9
TPG
4.4
0 5 10 15 20
The brackets represent confidence intervals.
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4G Availability

TPG is the outright winner of the 4G Availability award for the second time in a row after breaking a statistical tie with M1 in the previous report. Our TPG users spent an impressive 98.6% of their time connected to 4G or better. However, unlike its long established rivals TPG does not operate 3G networks — giving it an advantage in this regard. None of the operators’ scores have statistically changed since our previous report. TPG led by around 3.9 percentage points, but out of all Singapore’s operators was the only one not to achieve a perfect score for 4G Coverage Experience — our other measure of the extent of 4G networks.

4G Availability
% of time
M1
94.6
Singtel
93.9
StarHub
94.9
TPG
98.6
0 25 50 75 100
The brackets represent confidence intervals.
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4G Coverage Experience

M1, Singtel and StarHub are joint winners of the 4G Coverage Experience award for the fourth consecutive report. The award has yet to be won outright by any Singaporean operator. As in the previous report, these three operators have all achieved a perfect score (10 out of 10) to one decimal place, while TPG is behind with a score of 9.6. While obtaining a perfect score in 4G Coverage Experience is a remarkable achievement, Singapore’s operators have an advantage over many of their international peers in that they operate across a city-state rather than a huge country with areas that are not commercially feasible to cover. None of the operators’ scores have statistically changed since our previous report.

4G Coverage Experience
in 0-10 points
M1
10.0
Singtel
10.0
StarHub
10.0
TPG
9.6
0 1 2 3 4 5 6 7 8 9 10
The brackets represent confidence intervals.
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Opensignal’s 4G Coverage Experience metric is a measure of how mobile subscribers experience 4G coverage on an operator’s network. Measured on a scale of 0-10, it analyzes the locations where customers of a network operator received a 4G signal relative to the locations visited by users of all network operators. In simple terms, 4G Coverage Experience measures the mobile coverage experience in all the locations that matter most to everyday users — i.e.all the places where they live, work and travel. It considers all the areas that Opensignal users visit, the portion of locations that 4G is available to them, and locations that more users visit have higher importance to them.

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.

More about Methodology

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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.

Why confidence intervals are vital in analyzing mobile network experience

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