Puerto Rico

Mobile Network Experience Report
May 2022

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: Sneha Phatak, Research Analyst Data Collection Period: Jan 01 - Mar 31, 2022

Puerto Rico

Mobile Network Experience Report
May 2022

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: Sneha Phatak, Research Analyst

Data Collection Period: Jan 01 - Mar 31, 2022

Key Findings

T-Mobile users enjoy the fastest download and upload speeds in Puerto Rico

With an average 5G download speed of 104.6 Mbps, T-Mobile wins the 5G Download Speed award by a massive margin. It was 59.3 Mbps (130.9%) faster than second placed Liberty and 5.6 times faster than Claro’s result of 18.7 Mbps. T-Mobile’s overall average download speed was also faster than its national competitors, clocking in at 51.4 Mbps, followed by Liberty (29.5 Mbps) and Claro (10.5 Mbps). T-Mobile users also saw the fastest overall and 5G upload speeds of 9.6 Mbps and 14.5 Mbps respectively followed by Liberty in second and Claro in third place.

T-Mobile wins all the overall and 5G experiential awards

T-Mobile comes on top for all three experiential awards for both overall and 5G technologies. It has a 5G Video Experience score of 66.0 points, 5G Games Experience score of 65.1 points and 5G Voice App Experience score of 78.7 points placing it in Very Good (65-75), Fair (65-75) and Acceptable (74-80) categories respectively. Liberty is the sole runner up in five out of six categories for experiential matrics while it is in a two-way statistical tie for second place with Claro in the Voice App Experience category.

Liberty wins the overall Availability award outright while T-Mobile wins the 5G Availability award

Availability measures the amount of time users spent with a 3G, 4G or 5G connection on each operator, while 5G Availability represents the proportion of time that 5G users had an active 5G connection. Liberty takes the lead for overall availability with a score of 99.2%, closely followed by T-Mobile which scored 99.0% and Claro in third place with a score of 98.8%. T-Mobile is the outright winner for 5G Availability with a score of 49.8% followed by Liberty which trails T-Mobile by 23.6 percentage points.

T-Mobile users connected to 5G in most locations

T-Mobile emerges as the winner of the 5G Reach award, as our Puerto Rican users on T-Mobile’s network observed the highest proportion of locations with a 5G signal scoring 8.4 points (on a 10-point scale). Liberty placed second with a score of 7.6 points followed by Claro which had a score of 3.8 points — a lag of 4.6 points behind first placed T-Mobile.

T-Mobile is the clear winner of both Excellent and Core Consistent Quality awards

With a score of 74.8%, T-Mobile is the clear winner for Excellent Consistent Quality award with a narrow margin of 0.9 percentage points over second-placed Liberty. On top of that, T-Mobile surpassed Liberty by 1.7 percentage points for Core Consistent Quality, getting a score of 89.3%. Consistent Quality metrics quantify how often users’ experience on a network was sufficient to support common applications’ requirements. Excellent Consistent Quality analyzes the percentage of users' tests that met the minimum recommended thresholds for watching HD video, completing group video conference calls and playing games. Core Consistent Quality uses thresholds for less demanding applications.

Mobile Experience Awards

May 2022, Puerto Rico Report
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Market Overview

T-Mobile emerges as the leading operator in our first report on the Puerto Rican mobile network experience winning 14 out of 15 available awards outright. The operator is the clear winner for all experience awards both for overall and 5G technologies. T-Mobile also tops the leaderboard for 5G Availability, 5G Reach and both Consistent Quality awards. Liberty is the only other operator that has an outright win for the overall availability award. While it secures second place for all other categories included in the report outright, it shares second place for the Voice App Experience award with AT&T.

In the 5G era, Puerto Rican operators continue to undertake initiatives that help increase 5G rollout in the country — one of them being spectrum refarming. In January 2022, Liberty announced that its 3G network’s shutdown in Puerto Rico and US Virgin Islands would be completed by February 22, 2022. Additionally, the Telecommunications Regulatory Board (TRB) confirmed that T-Mobile will switch off Sprint’s CDMA based 3G network on March 31, 2022 and its own UMTS network later on July 1, 2022. These shutdowns of older technologies release spectrum and infrastructure to expand latest technologies such as 5G.

In this report we examine the mobile network experience of the three main mobile network operators in Puerto Rico — Claro, Liberty and T-Mobile — over a period of 90 days starting on January 1, 2022 and ending on March 31, 2022, to see how they fared.

Overall Experience
5G Experience
Coverage
Consistency
Video Experience
Games Experience
Voice App Experience
Download Speed Experience
Upload Speed Experience
All Users
5G Users
Video Experience
in 0-100 points
Claro
33.2
Liberty
49.5
T-Mobile
57.9
0 15 30 45 60
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Video Experience – 5G Users
in 0-100 points
Claro
37.9
Liberty
50.0
T-Mobile
60.6
0 16.5 33 49.5 66
The brackets represent confidence intervals.
Read why confidence intervals are important.
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All Users
5G Users
Games Experience
in 0-100 points
Claro
52.2
Liberty
58.5
T-Mobile
61.7
0 16.5 33 49.5 66
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Games Experience – 5G Users
in 0-100 points
Claro
55.2
Liberty
56.1
T-Mobile
60.5
0 16.5 33 49.5 66
The brackets represent confidence intervals.
Read why confidence intervals are important.
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All Users
5G Users
Voice App Experience
in 0-100 points
Claro
73.7
Liberty
74.5
T-Mobile
76.8
0 20 40 60 80
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Voice App Experience – 5G Users
in 0-100 points
Claro
75.5
Liberty
74.1
T-Mobile
76.6
0 20 40 60 80
The brackets represent confidence intervals.
Read why confidence intervals are important.
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All Users
5G Users
Download Speed Experience
in Mbps
Claro
10.5
Liberty
29.5
T-Mobile
51.4
0 14 28 42 56
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Download Speed Experience – 5G Users
in Mbps
Claro
16.5
Liberty
34.1
T-Mobile
71.7
0 19 38 57 76
The brackets represent confidence intervals.
Read why confidence intervals are important.
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All Users
5G Users
Upload Speed Experience
in Mbps
Claro
4.9
Liberty
6.1
T-Mobile
9.6
0 2.5 5 7.5 10
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Upload Speed Experience – 5G Users
in Mbps
Claro
4.7
Liberty
5.9
T-Mobile
10.8
0 4 8 12 16
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Definitions

Opensignal’s Video Experience quantifies the quality of video streamed to mobile devices by measuring real-world video streams over an operator's networks. The metric is based on 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 — including Full HD (FHD) and 4K / Ultra HD (UHD) — and are streamed directly from the world’s largest video content providers.

In addition to Video Experience, we report on the following metrics related to video experience:

  • 5G Video Experience: The average Video Experience of Opensignal users when they were connected to an operator’s 5G network.
  • Video Experience – 5G Users: The average Video Experience of Opensignal users with a 5G device and a 5G subscription across an operator's networks. It factors in 2G, 3G, 4G and 5G video experience along with the availability of each technology.
  • 4G Video Experience: The average Video Experience of Opensignal users on an operator's 4G network.
  • 3G Video Experience: The average Video Experience of Opensignal users on an operator’s 3G network.

Definitions

Opensignal’s Games Experience measures how mobile users experience real-time multiplayer mobile gaming on an operator’s network. Measured on a scale of 0-100, it analyzes how our users’ multiplayer mobile gaming experience is affected by mobile network conditions including latency, packet loss and jitter.

Games Experience quantifies the experience when playing real-time multiplayer mobile games on mobile devices connected to servers located around the world. The approach is built on several years of research quantifying the relationship between technical network parameters and the gaming experience as reported by real mobile users. These parameters include latency (round trip time), jitter (variability of latency) and packet loss (the proportion of data packets that never reach their destination). Additionally, it considers multiple genres of multiplayer mobile games to measure the average sensitivity to network conditions. The games tested include some of the most popular real-time multiplayer mobile games (such as Fortnite, Pro Evolution Soccer and Arena of Valor) played around the world.

Calculating Games Experience starts with measuring the end-to-end experience from users’ devices to internet end-points that host real games. The score is then measured on a scale from 0 to 100.

In addition to Games Experience, we report on the following metrics related to games experience:

  • 5G Games Experience: The average Games Experience of Opensignal users when they were connected to an operator’s 5G network.
  • Games Experience – 5G Users: The average Games Experience of Opensignal users with a 5G device and a 5G subscription across an operator's networks. It factors in 2G, 3G, 4G and 5G games experience along with the availability of each technology.
  • 4G Games Experience: The average Games Experience of Opensignal users on an operator's 4G network.
  • 3G Games Experience: The average Games Experience of Opensignal users on an operator's 3G (e.g. UMTS/HSPA or CDMA 1X EV-DO) network.

Definitions

Opensignal's Voice App Experience measures the quality of experience for over-the-top (OTT) voice services — mobile voice apps such as WhatsApp, Skype and Facebook Messenger — using a model derived from the 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.

In addition to Voice App Experience, we report on the following metrics related to voice app experience:

  • 5G Voice App Experience: The average Voice App Experience of Opensignal users when they were connected to an operator’s 5G network.
  • Voice App Experience – 5G Users: The average Voice App Experience of Opensignal users with a 5G device and a 5G subscription across an operator's networks. It factors in 2G, 3G, 4G and 5G voice app experience along with the availability of each technology.
  • 4G Voice App Experience: The average Voice App Experience of Opensignal users on an operator's 4G network.
  • 3G Voice App Experience: The average Voice App Experience of Opensignal users on an operator's 3G (e.g. UMTS/HSPA or CDMA 1X EV-DO) network.

Definitions

Measured in Mbps, Download Speed Experience represents the typical everyday speeds a user experiences across an operator’s mobile data networks.

In addition to Download Speed Experience, we report on the following metrics related to download speeds:

  • 5G Download Speed: The average download speed observed by Opensignal users with active 5G connections.
  • Download Speed Experience – 5G Users: The average download speeds experienced by Opensignal users with a 5G device and a 5G subscription across an operator’s networks. It factors in 2G, 3G, 4G, and 5G download speeds along with the availability of each technology.
  • 4G Download Speed: The average downlink speed observed by Opensignal users when they were connected to 4G.
  • 3G Download Speed: The average downlink speed observed by Opensignal users when they were connected to 3G (e.g. UMTS/HSPA or CDMA 1X EV-DO).

Definitions

Upload Speed Experience measures the average upload speeds for each operator observed by our users across their mobile data networks. Typically upload speeds are slower than download speeds, as current mobile broadband technologies focus resources on providing the best possible download speed for users consuming content on their devices. As mobile internet trends move away from downloading content to creating content and supporting real-time communications services, upload speeds are becoming more vital and new technologies are emerging that boost upstream capacity.

In addition to Upload Speed Experience, we report on five supporting metrics related to upload speeds:

  • 5G Upload Speed: The average upload speed observed by Opensignal users with active 5G connections.
  • Upload Speed Experience – 5G Users: The average upload speeds experienced by Opensignal users with a 5G device and a 5G subscription across an operator’s networks. It factors in 2G, 3G, 4G, and 5G upload speeds along with the availability of each technology.
  • 4G Upload Speed: The average uplink speed observed by Opensignal users when they were connected to 4G.
  • 3G Upload Speed: The average uplink speed observed by Opensignal users when they were connected to 3G (e.g. UMTS/HSPA or CDMA 1X EV-DO).

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5G Video Experience
5G Games Experience
5G Voice App Experience
5G Download Speed
5G Upload Speed
5G Video Experience
in 0-100 points
Claro
46.9
Liberty
53.4
T-Mobile
66.0
0 17.5 35 52.5 70
The brackets represent confidence intervals.
Read why confidence intervals are important.
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5G Games Experience
in 0-100 points
Claro
56.4
Liberty
62.5
T-Mobile
65.1
0 17.5 35 52.5 70
The brackets represent confidence intervals.
Read why confidence intervals are important.
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5G Voice App Experience
in 0-100 points
Claro
75.9
Liberty
77.2
T-Mobile
78.7
0 20 40 60 80
The brackets represent confidence intervals.
Read why confidence intervals are important.
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5G Download Speed
in Mbps
Claro
18.7
Liberty
45.3
T-Mobile
104.6
0 27.5 55 82.5 110
The brackets represent confidence intervals.
Read why confidence intervals are important.
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5G Upload Speed
in Mbps
Claro
7.9
Liberty
9.4
T-Mobile
14.5
0 4 8 12 16
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image

Definitions

5G Video Experience quantifies the quality of mobile video experienced by Opensignal users on real-world video streams when they were connected to 5G. The metric is based on 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 5G Video Experience, we are directly measuring video streams from end-user devices and using this ITU approach to quantify the video experience observed by our users on each operator’s 5G network on a scale from 0 to 100. The videos tested include a mixture of resolutions — including Full HD (FHD) and 4K / Ultra HD (UHD) — and are streamed directly from the world’s largest video content providers.

Definitions

5G Games Experience measures how mobile users experience real-time multiplayer mobile gaming on an operator's 5G network. It analyzes how our users’ multiplayer mobile gaming experience was affected by mobile network conditions including latency, packet loss and jitter. 5G Games Experience for each operator is calculated on a scale from 0 to 100.

5G Games Experience quantifies the experience when playing real-time multiplayer mobile games on mobile devices connected to servers located around the world. The approach is built on several years of research quantifying the relationship between technical network parameters and the gaming experience as reported by real mobile users. These parameters include latency (round trip time), jitter (variability of latency) and packet loss (the proportion of data packets that never reach their destination). Additionally, it considers multiple genres of multiplayer mobile games to measure the average sensitivity to network conditions. The games tested include some of the most popular real-time multiplayer mobile games (such as Fortnite, Pro Evolution Soccer and Arena of Valor) played around the world. Calculating 5G Games Experience starts with measuring the end-to-end experience from users’ devices to internet end-points that host real games.

Definitions

5G Voice App Experience quantifies the experience of Opensignal users when using over-the-top voice apps — such as WhatsApp, Skype and Facebook Messenger — on an operator’s 5G network. It uses a model derived from the 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. 5G Voice App Experience for each operator is calculated on a scale from 0 to 100.

Definitions

5G Download Speed shows the average download speed experienced by Opensignal users across an operator’s 5G network. 5G Download Speed for each operator is calculated in Mbps (Megabits per second).

Definitions

5G Upload Speed measures the average upload speeds experienced by Opensignal users across an operator’s 5G network. 5G Upload Speed for each operator is calculated in Mbps (Megabits per second).

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Claro

Liberty

T-Mobile

Availability
5G Availability
5G Reach
Availability
% of time
Claro
98.8
Liberty
99.2
T-Mobile
99.0
0 25 50 75 100
The brackets represent confidence intervals.
Read why confidence intervals are important.
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5G Availability
% of time
Claro
8.6
Liberty
26.2
T-Mobile
49.8
0 14 28 42 56
The brackets represent confidence intervals.
Read why confidence intervals are important.
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5G Reach
in 0-10 points
Claro
3.8
Liberty
7.6
T-Mobile
8.4
0 2.5 5 7.5 10
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Definitions

Our availability metrics are not a measure of a network’s geographical extent. They won’t tell you whether you are likely to get a signal if you plan to visit a remote rural or nearly uninhabited region. Instead, they measure what proportion of time people have a network connection, in the places they most commonly frequent — something often missed by traditional coverage metrics. Looking at when users have a connection rather than where, provides us with a more precise reflection of the true user experience.

We also keep track of the instances that leave mobile users most frustrated: when there is no signal to connect to at all. The most common dead zones users struggle with occur indoors. As most of our availability data is collected indoors (as that’s where users spend most of their time), we’re particularly astute at detecting areas of zero signal.

Our availability metrics take a user-centric, time-based approach that complements the user-centric and geographical-based methodology used by our reach metrics.

Availability shows the proportion of time all Opensignal users on an operator’s network had either a 3G, 4G or 5G connection.

Definitions

Our availability metrics are not a measure of a network’s geographical extent. They won’t tell you whether you are likely to get a signal if you plan to visit a remote rural or nearly uninhabited region. Instead, they measure what proportion of time people have a network connection, in the places they most commonly frequent — something often missed by traditional coverage metrics. Looking at when users have a connection rather than where, provides us with a more precise reflection of the true user experience.

We also keep track of the instances that leave mobile users most frustrated: when there is no signal to connect to at all. The most common dead zones users struggle with occur indoors. As most of our availability data is collected indoors (as that’s where users spend most of their time), we’re particularly astute at detecting areas of zero signal.

Our availability metrics take a user-centric, time-based approach that complements the user-centric and geographical-based methodology used by our reach metrics.

5G Availability shows the proportion of time Opensignal users with a 5G device and a 5G subscription had an active 5G connection.

Definitions

5G Reach measures how users experience the geographical extent of an operator’s 5G network. It analyzes the average proportion of locations where users were connected to a 5G network out of all the locations those users have visited. In simple terms, 5G Reach measures the 5G mobile experience in all the locations that matter most to everyday users – i.e. all the places where they live, work and travel. 5G Reach for each operator is measured on a scale from 0 to 10.

The coverage maps show the locations where we received measurements from users connecting with 3G or better mobile service. Each map provides an indication of the areas in which it is possible to obtain mobile service from that mobile operator.

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Excellent Consistent Quality
Core Consistent Quality
Excellent Consistent Quality
% of tests
Claro
45.4
Liberty
73.9
T-Mobile
74.8
0 19 38 57 76
The brackets represent confidence intervals.
Read why confidence intervals are important.
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Core Consistent Quality
% of tests
Claro
76.0
Liberty
87.6
T-Mobile
89.3
0 22.5 45 67.5 90
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image

Definitions

Consistent Quality measures how often users’ experience on a network was sufficient to support common applications’ requirements. It measures download speed, upload speed, latency, jitter, packet loss, time to first byte and the percentage of tests attempted which did not succeed due to a connectivity issue on either the download or server response component.

The Consistent Quality metrics — Excellent Consistent Quality and Core Consistent Quality — are calculated using data from our sister company Tutela and uses its methodology, full details of which can be found here.

Excellent Consistent Quality is the percentage of users’ tests that met the minimum recommended performance thresholds to watch HD video, complete group video conference calls and play games.

Definitions

Consistent Quality measures how often users’ experience on a network was sufficient to support common applications’ requirements. It measures download speed, upload speed, latency, jitter, packet loss, time to first byte and the percentage of tests attempted which did not succeed due to a connectivity issue on either the download or server response component.

The Consistent Quality metrics — Excellent Consistent Quality and Core Consistent Quality — are calculated using data from our sister company Tutela and uses its methodology, full details of which can be found here.

Core Consistent Quality is the percentage of users’ tests that met the minimum recommended performance thresholds for lower performance applications including SD video, voice calls and web browsing.

Learn more

Related Analysis

Our Methodology

Collecting billions of individual measurements daily from over 100 million devices globally, Opensignal independently analyzes mobile user experience on every major network operator around the globe.

About Opensignal

Opensignal is the mobile analytics company committed to improving mobile connectivity across the globe. We are the independent authority for understanding the true experience consumers receive on wireless networks.

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