[Communications] - COMIT and Mobifone Collaborate to Enhance the Quality of Vietnam's Telecommunications Network

Amid the many challenges currently facing the telecommunications market, COMIT has been entrusted by Mobifone to implement a Network Quality Optimization Service based on VIAVI’s GEO Location solution across 18 key provinces and cities in Northern Vietnam. This large-scale project ran from October to December 2024, aiming to improve network quality and enhance customer experience.

In recent years, Mobifone and other mobile network operators have encountered sluggish growth in mobile revenue, leading to a slowdown in infrastructure investment. The construction of new base stations to reduce congestion and expand coverage has largely been put on hold. Additionally, the severe impact of Typhoon Yagi resulted in significant damage, with many broadcast stations collapsing or shifting from their original design.

These difficulties have led to an increase in the number of Badbins and interference within the GEO Location system. Network quality has declined, causing congestion in VIP stations and poor coverage areas, which negatively affect customer experience—issues like difficulty making calls or accessing YouTube due to slow download speeds. These issues risk raising Customer Feedback (PAKH) rates and increasing customer churn. Furthermore, several 4G KPIs tracked in Mobifone’s monitoring systems have deteriorated compared to the same period in 2023. Despite Mobifone’s prior efforts to address these issues, the results had not been effective.

In response, as a pioneer in network measurement and optimization with over 20 years of experience working alongside leading global partners, COMIT experts deployed VIAVI’s NITRO GEO solution—an advanced Location Intelligence platform that leverages AI and network data to optimize mobile network performance:

• Key Functions: Collects, locates, stores, and analyzes billions of subscriber events daily, providing real-time insights into network performance and customer experience.
• Outstanding Advantages: Building-level accuracy, far surpassing traditional cell-site based analysis tools, enabling precise identification of problem areas and targeted optimization.

COMIT quickly mobilized its top experts to conduct thorough surveys and assess the current network conditions. At peak times, the team included over 60 engineers - both system and field engineers - along with hundreds of devices and instruments used to collect network data and investigate the root causes of degraded quality. At the same time, COMIT experts strictly adhered to ISO 9001-2015 quality management standards throughout the project. From project managers to optimization and field engineers, the team coordinated closely with the client around the clock, including working overtime and on weekends during peak phases to accelerate project execution.

The results exceeded the project’s initial targets:

• Target: Resolve at least 70% of PAKH issues in Hai Phong, Quang Ninh, Hai Duong, Hung Yen, and Thai Binh.
  Result: Approximately 75% of PAKH issues were resolved and confirmed by the client.
• Target: Reduce the number of Badbins on the GEO system by at least 10%.
  Result: Post-project, the number of Badbins dropped by about 16% - almost 60% higher than the initial target.
• Target: Improve HOSR metrics to meet Mobifone’s required thresholds.
  Result: In all areas optimized by COMIT, the HOSR exceeded Mobifone’s thresholds. COMIT also improved other key KPIs: reducing the number of 4G Badcells, lowering the 4G drop call rate, and increasing 4G download speeds in key areas such as Hanoi, Hai Phong, Quang Ninh, Phu Tho, and Ninh Binh to enhance end-user experience.

Given these outstanding results, Mobifone praised COMIT’s professionalism, technical expertise, and dedication throughout the project, which delivered results well beyond expectations. In particular, COMIT’s customer-first culture led them to support Mobifone with many challenging tasks beyond the project scope, helping improve network quality ahead of the Lunar New Year holiday period.

With its unwavering commitment to supporting Vietnam’s leading telecom operators in enhancing customer service and driving revenue growth, COMIT will continue partnering with global leaders to deliver advanced solutions that leverage modern technologies such as Artificial Intelligence and Big Data to address the current challenges in the telecommunications market.