Kenyan mobile users have for years complained about dropped calls, delayed connections and unclear audio.

In response, the Communications Authority of Kenya (CA) has introduced a revised Quality of Service framework to improve how voice calls perform on modern 4G and 5G networks.

The previous guidelines, introduced in 2018, were largely built around 2G and 3G technology. At the time, voice calls were handled through traditional circuit-switched systems.

However, most subscribers today use 4G networks and an increasing number are migrating to 5G, where voice calls function differently.

4G and 5G voice calls

On 4G and 5G networks, voice calls are transmitted as internet data using Voice over Internet Protocol (VoIP).

On 4G, this service is known as Voice over LTE (VoLTE), while on 5G it is referred to as Voice over New Radio (VoNR). Because the older regulations did not fully address how these technologies operate, there were gaps in how call quality was monitored and enforced.

To bridge this gap, CA has developed a new framework tailored specifically for 4G and 5G networks.

It has also drafted updated Technical and Operational Guidelines for the Deployment and Rollout of Commercial Internet Telephony Services 2026 to replace outdated VoIP rules that had been in place since 2005.

Operator’s technical requirements

Under the revised framework, mobile operators will be required to install and properly configure an Internet Protocol Multimedia Subsystem (IMS).

This is the core network component that enables high-quality VoIP voice services. Without it, maintaining stable and clear calls on 4G and 5G networks becomes difficult.

The new rules set strict performance benchmarks. For 4G networks, operators must achieve a Call Setup Success Rate of at least 99 per cent, meaning almost every call attempt must connect successfully.

Calls must be established in under two seconds. Voice clarity, measured using the internationally recognised Mean Opinion Score (MOS) standard, must meet the required minimum threshold. In addition, incidents of mute calls, one-way audio and packet loss must each remain below one per cent.

5G networks standard

The standards for 5G are even more demanding. Operators must maintain a Voice over New Radio call drop rate of below two per cent across their coverage areas.

Just like 4G, 5G voice calls must connect within two seconds and achieve a minimum Mean Opinion Score of 4.0, ensuring high-quality audio performance.

The new performance indicators for VoLTE and 5G voice services will now form part of the overall compliance rating used to assess mobile operators. Poor performance will directly affect an operator’s standing with the regulator and could lead to enforcement action.

For consumers, the changes are expected to translate into faster call connections, clearer conversations and fewer dropped calls.