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Performance with respect to the benchmark of Quality of Service parameters for Broadband (Wireline) Service - QE Sep-25
A. Performance against QoS Parameters
| Sr. No. | Parameter | Benchmark | Performance: QE Sep-25 |
|---|---|---|---|
| 1 | Service Provisioning | ||
| Provision of a service within 7 working days of payment of demand note by the customer | >=98% | NA | |
| 2 | Broadband Service Performance | ||
| Latency | <=50msec | 1.00 | |
| Packet Drop Rate | <=1% | 0.00 | |
| Maximum Bandwidth utilization of any Customer serving node to ISP Gateway Node [Intra-network] or Internet Exchange Point Link(s) | <=80% | 31.18 | |
| Jitter | <=40msec | 4.71 | |
| 3 | Fault Repair | ||
| Fault incidences (No. of faults per 100 subscribers) | <=5 | 4.40 | |
| Fault Repair by Next Working Day | >=85% | 98.35 | |
| Fault repair within three working days | >=99% | 100 | |
| 4 | Customer Service | ||
| Billing and charging complaints | <=0.1% | 0.04 | |
| Resolution of billing/charging complaints within four weeks | 100% | 100.00 | |
| Application of adjustment to customer's account within one week from the date of resolution of billing and charging complaints or rectification of faults or rectification of significant network outage, as applicable | 100% | 100.00 | |
| Accessibility of call centre/ customer care | >=95% | 100.00 | |
| Percentage of calls answered by the operators (voice to voice) within 90 seconds | >=95% | 97.79 | |
| Termination/ closure of service within seven working days of receipt of customer's request | 100% | 100.00 | |
| Refund of deposits within 45 days of closure of service or non-provisioning of service | 100% | 100.00 |
B. Offered typical download/ upload speed and 90th percentile measured download/ upload speed for different tariff
| S.No. | Quarter | Name of Tariff offerings | Offered typical download speed (In Mbps) | 90th percentile value of download speed measured in test samples (In Mbps) | Offered typical upload speed (In Mbps) | 90th percentile value of upload speed measured in test samples (In Mbps) |
|---|---|---|---|---|---|---|
| 1 | Sep-25 | Broadband | 50 | 112.48 | 50 | 51.47 |
A. Performance against QoS Parameters
| Sr. No. | Parameter | Benchmark | Performance: QE Jun-25 |
|---|---|---|---|
| 1 | Service Provisioning | ||
| Provision of a service within 7 working days of payment of demand note by the customer | >=98% | 100.00 | |
| 2 | Broadband Service Performance | ||
| Latency | <=50msec | 2.00 | |
| Packet Drop Rate | <=1% | 0.00 | |
| Maximum Bandwidth utilization of any Customer serving node to ISP Gateway Node [Intra-network] or Internet Exchange Point Link(s) | <=80% | 29.97 | |
| Jitter | <=40msec | 3.85 | |
| 3 | Fault Repair | ||
| Fault incidences (No. of faults per 100 subscribers) | <=5 | 4.97 | |
| Fault Repair by Next Working Day | >=85% | 97.01 | |
| Fault repair within three working days | >=99% | 100 | |
| 4 | Customer Service | ||
| Billing and charging complaints | <=0.1% | 0.07 | |
| Resolution of billing/charging complaints within four weeks | 100% | 100.00 | |
| Application of adjustment to customer's account within one week from the date of resolution of billing and charging complaints or rectification of faults or rectification of significant network outage, as applicable | 100% | 100.00 | |
| Accessibility of call centre/ customer care | >=95% | 100.00 | |
| Percentage of calls answered by the operators (voice to voice) within 90 seconds | >=95% | 97.48 | |
| Termination/ closure of service within seven working days of receipt of customer's request | 100% | 100.00 | |
| Refund of deposits within 45 days of closure of service or non-provisioning of service | 100% | 100.00 |
B. Offered typical download/ upload speed and 90th percentile measured download/ upload speed for different tariff
| S.No. | Quarter | Name of Tariff offerings | Offered typical download speed (In Mbps) | 90th percentile value of download speed measured in test samples (In Mbps) | Offered typical upload speed (In Mbps) | 90th percentile value of upload speed measured in test samples (In Mbps) |
|---|---|---|---|---|---|---|
| 1 | Jun-25 | Broadband | 50 | 96.11 | 50 | 94.87 |
A. Performance against QoS Parameters
| Sr. No. | Parameter | Benchmark | Performance: QE Mar-25 |
|---|---|---|---|
| 1 | Service Provisioning | ||
| Provision of a service within 7 working days of payment of demand note by the customer | >=98% | 100.00 | |
| 2 | Broadband Service Performance | ||
| Latency | <=50msec | 2.00 | |
| Packet Drop Rate | <=1% | 0.00 | |
| Maximum Bandwidth utilization of any Customer serving node to ISP Gateway Node [Intra-network] or Internet Exchange Point Link(s) | <=80% | 31.01 | |
| Jitter | <=40msec | 3.35 | |
| 3 | Fault Repair | ||
| Fault incidences (No. of faults per 100 subscribers) | <=5 | 8.58 | |
| Fault Repair by Next Working Day | >=85% | 99.73 | |
| Fault repair within three working days | >=99% | 99.97 | |
| 4 | Customer Service | ||
| Billing and charging complaints | <=0.1% | 0.08 | |
| Resolution of billing/charging complaints within four weeks | 100% | 100.00 | |
| Application of adjustment to customer's account within one week from the date of resolution of billing and charging complaints or rectification of faults or rectification of significant network outage, as applicable | 100% | 100.00 | |
| Accessibility of call centre/ customer care | >=95% | 100.00 | |
| Percentage of calls answered by the operators (voice to voice) within 90 seconds | >=95% | 96.51 | |
| Termination/ closure of service within seven working days of receipt of customer's request | 100% | 100.00 | |
| Refund of deposits within 45 days of closure of service or non-provisioning of service | 100% | 100.00 |
B. Offered typical download/ upload speed and 90th percentile measured download/ upload speed for different tariff
| S.No. | Quarter | Name of Tariff offerings | Offered typical download speed (In Mbps) | 90th percentile value of download speed measured in test samples (In Mbps) | Offered typical upload speed (In Mbps) | 90th percentile value of upload speed measured in test samples (In Mbps) |
|---|---|---|---|---|---|---|
| 1 | Mar-25 | Broadband | 50 | 94.35 | 50 | 94.75 |
A. Performance against QoS Parameters
| Sr. No. | Parameter | Benchmark | Performance: QE Dec-24 |
|---|---|---|---|
| 1 | Service Provisioning | ||
| Provision of a service within 7 working days of payment of demand note by the customer | >=98% | 100 | |
| 2 | Broadband Service Performance | ||
| Latency | <=50msec | 2.00 | |
| Packet Drop Rate | <=1% | 0.01 | |
| Maximum Bandwidth utilization of any Customer serving node to ISP Gateway Node [Intra-network] or Internet Exchange Point Link(s) | <=80% | 28.30 | |
| Jitter | <=40msec | 5.81 | |
| 3 | Fault Repair | ||
| Fault incidences (No. of faults per 100 subscribers) | <=5 | 9.08 | |
| Fault Repair by Next Working Day | >=85% | 92.33 | |
| Fault repair within three working days | >=99% | 99.04 | |
| 4 | Customer Service | ||
| Billing and charging complaints | <=0.1% | 0.07 | |
| Resolution of billing/charging complaints within four weeks | 100% | 100.00 | |
| Application of adjustment to customer's account within one week from the date of resolution of billing and charging complaints or rectification of faults or rectification of significant network outage, as applicable | 100% | 100.00 | |
| Accessibility of call centre/ customer care | >=95% | 100.00 | |
| Percentage of calls answered by the operators (voice to voice) within 90 seconds | >=95% | 96.90 | |
| Termination/ closure of service within seven working days of receipt of customer's request | 100% | 100.00 | |
| Refund of deposits within 45 days of closure of service or non-provisioning of service | 100% | 100.00 |
B. Offered typical download/ upload speed and 90th percentile measured download/ upload speed for different tariff
| S.No. | Quarter | Name of Tariff offerings | Offered typical download speed (In Mbps) | 90th percentile value of download speed measured in test samples (In Mbps) | Offered typical upload speed (In Mbps) | 90th percentile value of upload speed measured in test samples (In Mbps) |
|---|---|---|---|---|---|---|
| 1 | Dec-24 | Broadband | 50 | 83.38 | 50 | 51.1 |
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