Quality indicators
| Indicators | Unit | Value H2 2024 | Value H1 2025 |
| Respect of the date agreed for TV installation | % of orders | 95.34 % | 94.6% |
| Respect of the date agreed for fixed Internet installation | % of orders | 94.65% | 93.9% |
| Respect of the date agreed for fixed telephony installation | % of orders | 95.23% | 93.7% |
| Complaints about the initial function of the television | % of orders | 2.03% | 1.8% |
| Complaints about the initial function of the fixed Internet | % of orders | 1.19% | 0.7% |
| Complaints about the initial function of the fixed telephony | % of orders | 2.06% | 0.9% |
| Failure and malfunction rate | % of lines | 4.54% | 4.2% |
| Time taken to repair failures and malfunctions in 80% of cases | Hours | 60 | 107 |
| Time taken to repair failures and malfunctions in 95% of cases | Hours | 107 | 177 |
| Average helpdesk response time | Seconds | 56 | 78 |
| Percentage of calls answered by the helpdesk in 2 minutes | % of calls | 82.45% | 80.4% |
| Problems resolved on first contact | % of calls | 86.49% | 90.7% |
| Complaints about billing | % of invoices | 0.35% | 0.5% |
Mobile Telephony
Information concerning the quality of the services provided by VOO
According to article 113 of the law of 13 June 2005 on electronic communications, operators are obliged to publish current information concerning service quality on their website.
The following two network quality indicators are measured:
- The unsuccessful call ratio : the percentage of attempted calls that are unsuccessful for reasons inherent to the operator’s network.
- The dropped call ratio : the percentage of calls that are dropped during the connection.
| Value S2 2024 | Value S1 2025 | ||
| Blocking rate of mobile calls at busy hours | % of calls | Very good (< 1 %) | Very good (< 1 %) |
- The dropped call ratio : the percentage of calls that are dropped during the connection.
| Value S2 2024 | Value S1 2025 | ||
| Taux de coupure des appels mobiles par jour | % d’appels | Very good (< 1 %) | Very good (< 1 %) |
The indicators regard the coverage of 2G, 3G and 4G networks, on the level of the population and on the level of territory. The data is validated by BIPT based on measurement campaigns in the field.
| Network | % Coverage population | % Coverage territory |
| 4G | 99,68% | 94,89% |
| 5G | 70,78% | 51,23% |
- Speed of the internet access services
| Maximum estimated speed | Advertised speed | ||||
| Download | Upload | Download | Upload | ||
| 2G | 254 Kbps | NA | 256 Kbps | 20 Kbps | |
| 4G | 350 Mbps | 70 Mbps | 400 Mbps | 100 Mbps | |
| 5G | 1 Gbps | 95 Mbps | 1 Gbps | 100 Mbps | |
Explanation of the definitions
Estimated Maximum Speed: The estimated maximum speed is the speed value that VOO customers can expect to obtain in various locations within the covered territory under realistic usage conditions. These values have been determined based on objective measurement campaigns and is the average of measurements taken across the entire national territory. In some cases, customers may not reach these maximum values due to potential limitations in mobile equipment and/or potential limits of the subscribed plan. Other factors influencing the estimated maximum speed include the number of active users browsing simultaneously on the same antenna and the type of service used by the customer (apps, websites, email services). The distance between the user’s equipment and the antenna, the topology and the weather conditions as well as the use of mobile services indoors (including building characteristics) or outdoors also influence the data rate of access services that can be achieved at a given location at a given time.
Advertised Speed: The advertised speed is the speed value that could be achieved under realistic usage conditions. These values may be used in commercial communications. The download volume of the subscription is included in the contract.
