Legal information

Quality of service

Pursuant to article 113 of the law on electronic communications of 13 June 2005, the operators are obliged to publish on their website up-to-date information on the quality of services.

Measurement results

Blocking and drop call rate of calls on the mobile network Semester 1, 2016 Semester 2, 2016
Blocking rate of mobile calls at busy hours Very good (< 1 %) Very good (< 1 %)
Drop call rate of mobile calls per day Very good (< 1 %) Very good (< 1 %)
Waiting time at customer service Semester 1, 2016 Semester 2, 2016
Average time needed to answer calls 30.42 seconds 43.2 seconds
Calls answered within 2 minutes 86.80 % 83.52 %
Problem solved within one contact Semester 1, 2016 Semester 2, 2016
Customer does not call back within 14 days following the first contact 93.35 % 94.54 %
Invoice Semester 1, 2016 Semester 2, 2016
Complaints on invoices 0.05 % 0.08 %

Coverage Orange mobile network

The indicators regards 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
Semester 1, 2016 Semester 2, 2016 Semester 1, 2016 Semester 2, 2016
4G 99.81 99.93 96.92 97.75
3G 99.37 99.72 92.47 95.48
2G 99.92 99.98 97.73 99.07

Speed of the internet access services

Mobile network

The maximum download and upload speed of the Orange mobile internet access services are as follows in April 2016 (Mbps=Megabit per second):
4G+ (LTE ‘Carrier Aggregation’): 225Mbps/50Mbps
4G (LTE): 100Mbps/50Mpbs
3G : 42Mbps/5.44Mbps.

The indicated download and upload speed are up to maximum speeds that can only be achieved in ideal conditions.

The speed depends on the used and available network technology and on the technical characteristics of the mobile phone or other end-user equipment.

Other factors affecting the maximum speeds are the number of users connected simultaneously to the same antenna and the kind of service used (Apps, website, e-mail services).

Also the distance between the end-user equipment and the antenna, the geographical and weather conditions and the indoor (including the characteristics of the building) or outdoor use of the service impact the actual speed of the data service that is achievable at a given moment at a given place.

Fix network

The internet services offer a download speed up to 100Mbps (up to 200Mbps when subscribing to the option Internet Boost) and an upload speed up to 6Mbps (up to 12Mbps when subscribing to the option Internet Boost). The internet speed is a theoretical maximum speed and depends on the conditions of the internet usage: the number of internet users, the conditions of the network,…

The internet speed is also influenced by the type of connection of the device (PC, laptop, tablet, smartphone,…) that is connected to your modem. For example, you can have a better connection when your device is connected to your modem via an Ethernet cable than when your device is connected via wifi. Wireless connections are influenced by the distance and the obstacles (walls,…) between your modem and your device.

The internet speed also depends on the condition of the network, this means the total number of connected users at the same moment, in your region and the type of applications that they’re using can affect the maximum download and upload speed. The speed is also depending on the capacity of the network and the topology.

Explanation regarding traffic management

Orange offers mobile services and guarantees optimal quality. Orange has set up procedures to measure and shape traffic, to prevent a network connection from becoming saturated or overloaded. In accordance with article 113§5 of the law of 13 June 2005 on electronic communications, Orange publishes information on how those procedures could have an impact on service quality. Orange is taking the following measures: To guarantee the best possible customer experience and optimal quality of both voice and data calls, Orange has set up a number of procedures and dashboards to monitor the quality and capacity of its network. Technical experts monitor the network 24 hours a day, 7 days a week. Proactive procedures have been introduced in order to anticipate or avoid the smallest incidents and to prevent network congestion. All technical devices in the network send performance measurements. Thresholds are defined that initiate proactive actions to improve and increase the capacity of the network. The objective is to act swiftly even before the quality deteriorates. Regarding speech and data capacity:

  • Each month, sizing calculations are performed based on the traffic that goes over the network and on the expected increase in traffic. The Orange RCE platform (Radio Capacity Extension) examines the traffic and the trends, analyses congestion and decides what actions should be taken. Thus, for example, radio capacity can be increased by adding radio equipment, or the bandwidth of our transmission lines can be augmented.
  • The capacity is monitored daily. When a threshold is exceeded, action is taken in order to increase the capacity of a cell, of several cells or of a network node.

If, despite this preemptive work, an incident should still occur on the network, teams are ready to restore the service and increase the capacity of the network 24 hours a day, 7 days a week. The main objective of our operational experts is to fix any incident as swiftly as possible to limit the impact on the services provided to our clients (like speech, connection with the Internet or with mailboxes) to a minimum. Examples of temporary measures we can take: since mobile Internet (skyping, listening to music via streaming, watching videos and films …) uses significant capacity, Orange can in a first instance block or limit access to mobile Internet, with as objective to preserve enough capacity to be able to call the emergency services and to send text messages. Then each incident is analysed thoroughly and in detail: we start looking for the source of the incident so that we can take the appropriate measures to avoid such incidents in the future. During major events such as summer festivals (Werchter, Tomorrowland, Dour, Couleur Café ...) and sporting events (football, the Memorial Ivo Van Damme, cyclocross events ...), Orange reinforces its network by building temporary sites and increasing the capacity of existing sites. This way, Orange can deliver a positive customer experience.

The performance measurements and the quality of the Orange network are evaluated every six months by an independent organisation (Commsquare). These benchmarks provide us with an objective picture of the customer experience regarding our performance and the network, and give us the necessary information to make targeted improvements.

Codes of conduct

Customer Friendliness Charter

On 15 June 2011, Orange has signed the « Customer Friendliness Charter », together with other big Belgium companies. The signatories commit themselves, among others things, to answer 90% of calls within 2 minutes already respected by Orange - whose ambitious goal is to answer 80% of calls within 30 seconds.

Customer Friendliness Charter, download

Performance indicators for the charter in favor of customers

Phone calls

  1st trim. 2017 2e trim. 2017 3e trim. 2017 4e trim. 2017 Average of 2017
Percentage of calls supported by Mobistar/total number of calls 90.49%

Invoices

  1st trim. 2017 2e trim. 2017 3e trim. 2017 4e trim. 2017 Average of 2017
Average time for regularizing bills (calendar days) 8

Complaints

  1st trim. 2017 2e trim. 2017 3e trim. 2017 4e trim. 2017 Total of 2017
Number of substantiated and accepted consumer complaints addressed to mediation 804

Charte GOF for the SMS/MMS services

As a member of the GOF (GSM Operator Forum) Orange applies these guidelines.

Charte GOF for the SMS/MMS services Download