Skip to main content

Hong Kong

Mobile Network Experience Report
November 2023

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: Rupert Bapty, Analyst Data Collection Period: Jul 01 - Sep 28, 2023

Hong Kong

Mobile Network Experience Report
November 2023

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: Rupert Bapty, Analyst

Data Collection Period: Jul 01 - Sep 28, 2023

Key Findings

CMHK cannot be beaten for speed

CMHK is in first place for all four speed awards — Upload Speed Experience, Download Speed Experience, 5G Upload Speed and 5G Download Speed. The operator retains the two 5G speed awards it won in the previous report and adds an outright win for Upload Speed Experience, alongside a joint win for Download Speed Experience — shared with csl. Our CMHK users see average overall upload speeds of 11.1Mbps, while CMHK and csl share Download Speed Experience with statistically tied scores of 40.6-42.1Mbps. As for 5G Download Speed and 5G Upload Speed, CMHK wins with 170.1Mbps and 32.5Mbps, respectively.

3 joins SmarTone on the winners’ platform for Availability

SmarTone makes room for 3, the pair now sharing the Availability award with statistically tied scores of 99.3-99.4%. CMHK and csl aren’t far behind, with their respective scores of 90% and 98.8% placing them in third and fourth. This means that our users on 3’s and SmarTone’s networks spend over 99% of their time with a 3G or better connection.

SmarTone comes out on top for consistency

SmarTone wins the Consistent Quality award — which replaces the Excellent Consistent Quality and Core Consistent Quality awards featured in previous reports. SmarTone wins the award outright with a score of 72.4%, with CMHK scoring just 0.4 percentage points lower, in second place. 3 and csl have some catching up to do, finishing in third and fourth place and scoring 66.4% and 63.2%, respectively.

CMHK and csl have the best Coverage Experience

CMHK and csl share both the new Coverage Experience awards — overall Coverage Experience and 5G Coverage Experience. The pair win overall Coverage Experience with equal scores of 8.5 points on a 10-point scale, and tie for 5G Coverage Experience with statistically similar scores of 5.4-5.5 points. Coverage Experience measures the extent of mobile networks in the places people live, work and travel. It represents the experience users receive as they travel around areas where they would reasonably expect to find coverage.

Csl keeps a tight grip on 5G Games Experience

Csl remains top for 5G Games Experience for the second report in a row. The operator wins with a score of 92.5 points on a 100-point scale. As in the previous report, 3 and CMHK are in second place, with statistically tied scores of 89.4-90.5 points, around 2.6 points below csl. SmarTone is not far behind with its score of 88.1 points. All four operators’ Games Experience rates as Excellent (85 or above). This means that the vast majority of users deem this network experience acceptable. Nearly all respondents feel like they have control over the game and they receive immediate feedback on their actions. There is not a noticeable delay in almost all cases.

Mobile Experience Awards

November 2023, Hong Kong Report
Download Image

Market Overview

In this latest Opensignal report on the mobile network experience in Hong Kong we introduce a plethora of new awards. There is Live Video Experience and 5G Live Video Experience (representing the overall and 5G experience of our users when streaming real-time video over mobile networks) and two Coverage Experience metrics (measuring the extent of overall and 5G coverage in the places people live, work, and travel). Furthermore, Consistent Quality replaces the Excellent Consistent Quality and Core Consistent Quality awards used in previous reports.

The competition between the four national operators in Hong Kong remains fierce, with many awards shared between two or more operators. CMHK takes home the largest share of awards with 11 first place finishes — three outright wins and eight joint. The operator wins all four speed awards — three outright, one shared — and shares the top spot for both new Coverage Experience awards with csl.

Csl isn’t far behind CMHK’s award tally, with seven shared wins and one outright victory — retaining 5G Games Experience. SmarTone and 3 have respectable hauls of six and five awards, respectively, with SmarTone claiming the Consistent Quality award outright.

Hong Kong is looking to improve its 5G capability, its Communications Authority (CA) has opened a consultation on allowing 400MHz of spectrum in the 6MHz band to be allocated to mobile services. This would be alongside proposed changes to Hong Kong’s Table of Frequency Allocations to include the 6MHz band for mobile services. The CA plans to assign the spectrum via auction, should it be allocated.

In this report, we've analyzed our data gathered over the 90-day period starting on July 1, 2023, and ending on September 28, 2023, to see how Hong Kong’s four national operators — 3, CMHK, csl and SmarTone — stack up. We have used 5G measurements in addition to those from previous generations of mobile network technology when determining the overall scores for each award.

Overall Experience
5G Experience
Coverage
Consistency
Video Experience
Live Video Experience
Games Experience
Download Speed Experience
Upload Speed Experience
Video Experience
in 0-100 points
3
66.9
CMHK
68.3
csl
67.0
SmarTone
68.2
017.53552.570
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
Live Video Experience
in 0-100 points
3
61.0
CMHK
61.6
csl
61.5
SmarTone
61.1
016.53349.566
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
Games Experience
in 0-100 points
3
80.7
CMHK
76.6
csl
81.7
SmarTone
78.7
021.54364.586
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
Download Speed Experience
in Mbps
3
25.7
CMHK
40.6
csl
42.1
SmarTone
35.4
011.52334.546
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
Upload Speed Experience
in Mbps
3
7.3
CMHK
11.1
csl
10.4
SmarTone
7.8
0481216
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image

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.

Learn more

Definitions

Opensignal’s Live Video Experience quantifies the quality of real-time video streamed to mobile devices by measuring video streams over an operator's network. The metric extends the existing International Telecommunication Union (ITU) approach used for Opensignal's on-demand Video Experience metric, built upon detailed studies which have derived a relationship between technical parameters, including live playback offset, picture quality, video loading time and stall rate, with the perceived live video experience as reported by real people. To calculate live video experience, we are directly measuring live video streams from end-user devices and using this extension of ITU's approach to quantify the overall live 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.

Learn more

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.

Learn more

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).

Learn more

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).

Learn more

5G Video Experience
5G Live Video Experience
5G Games Experience
5G Download Speed
5G Upload Speed
5G Video Experience
in 0-100 points
3
74.4
CMHK
76.8
csl
75.7
SmarTone
76.7
020406080
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
5G Live Video Experience
in 0-100 points
3
69.6
CMHK
71.3
csl
69.9
SmarTone
70.9
019385776
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
5G Games Experience
in 0-100 points
3
90.5
CMHK
89.4
csl
92.5
SmarTone
88.1
024487296
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
5G Download Speed
in Mbps
3
87.6
CMHK
170.1
csl
128.5
SmarTone
110.6
04488132176
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
5G Upload Speed
in Mbps
3
14.4
CMHK
32.5
csl
28.4
SmarTone
27.3
09182736
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.

Learn more

Definitions

Opensignal’s Live Video Experience quantifies the quality of real-time video streamed to mobile devices by measuring video streams over an operator's network. The metric extends the existing International Telecommunication Union (ITU) approach used for Opensignal's on-demand Video Experience metric, built upon detailed studies which have derived a relationship between technical parameters, including live playback offset, picture quality, video loading time and stall rate, with the perceived live video experience as reported by real people. To calculate live video experience, we are directly measuring live video streams from end-user devices and using this extension of ITU's approach to quantify the overall live 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.

5G Live Video Experience quantifies the quality of mobile video experienced by Opensignal users on real-world live video streams when they were connected to 5G.

Learn more

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.

Learn more

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).

Learn more

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).

Learn more

3

CMHK

csl

SmarTone

Coverage Experience
5G Coverage Experience
Availability
5G Availability
Coverage Experience
in 0-10 points
3
7.45
CMHK
8.52
csl
8.45
SmarTone
7.83
02.557.510
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
5G Coverage Experience
in 0-10 points
3
4.6
CMHK
5.5
csl
5.4
SmarTone
4.5
01.534.56
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
Availability
% of time
3
99.4
CMHK
99.0
csl
98.8
SmarTone
99.3
0255075100
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image
5G Availability
% of time
3
24.6
CMHK
24.6
csl
23.4
SmarTone
21.2
07.51522.530
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image

Definitions

The Opensignal Coverage Experience metric measures the extent of mobile networks in the places people live, work and travel. The metric represents the experience users receive as they travel around areas where they would reasonably expect to find coverage.

Traditional coverage metrics typically estimate either a percentage of land area covered, or a percentage of population covered; often neither will be an accurate measurement of the true user expectation and experience. In many markets there are areas where neither population density nor geographic area reflect the importance of coverage to users. For example, in a large mountain range most users will not expect coverage in the wilderness, but poor coverage in the relatively small area of a ski resort is critical for the enjoyment of a holiday. Estimates based purely on population give undue significance to coverage in the most densely populated areas.

Coverage Experience measures geographic coverage of populated areas and therefore more accurately reflects the coverage expectations and experience of typical users. It can give a result that is somewhat different to traditional estimates based on either geographic or population measures. The metric uses a scale from 0 to 10.

Map Definition

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.

Learn more

Definitions

The Opensignal Coverage Experience metric measures the extent of mobile networks in the places people live, work and travel. The metric represents the experience users receive as they travel around areas where they would reasonably expect to find coverage.

Traditional coverage metrics typically estimate either a percentage of land area covered, or a percentage of population covered; often neither will be an accurate measurement of the true user expectation and experience. In many markets there are areas where neither population density nor geographic area reflect the importance of coverage to users. For example, in a large mountain range most users will not expect coverage in the wilderness, but poor coverage in the relatively small area of a ski resort is critical for the enjoyment of a holiday. Estimates based purely on population give undue significance to coverage in the most densely populated areas.

Coverage Experience measures geographic coverage of populated areas and therefore more accurately reflects the coverage expectations and experience of typical users. It can give a result that is somewhat different to traditional estimates based on either geographic or population measures. The metric uses a scale from 0 to 10.

5G Coverage Experience shows the proportion of places Opensignal users with a 5G device and a 5G subscription had an active 5G connection.

Map Definition

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.

Learn more

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.

Map Definition

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.

Learn more

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.

Map Definition

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.

Learn more

Consistent Quality
Consistent Quality
% of tests
3
66.4
CMHK
72.0
csl
63.2
SmarTone
72.4
019385776
The brackets represent confidence intervals.
Read why confidence intervals are important.
Download Image

Definitions

Consistent Quality measures if the network is sufficient to support common mobile application requirements at a level that is ‘good enough’ for users to maintain (or complete) various typical tasks on their devices.

We combine different experience indicators such as download speed, upload speed, latency, jitter, packet discard, and time to first byte to calculate Consistent Quality. These components are evaluated against thresholds recommended by various more demanding common applications used for a range of common tasks.

To calculate the metric value, the proportion of tests that pass the requirements of Consistent Quality is multiplied by the test success ratio, which is the proportion of completed tests to all tests conducted. Tests that pass indicate that activities such as video calling, uploading an image to social media, or using smart home applications will be possible without noticeable lag or slowdown.

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.

Check how your internet connection impacts your favorite apps with the Meteor App