On February 3, the Ministry of industry and information technology issued a notice on improving 5g service quality, requiring strict adherence to four marketing red lines: first, objectively and truly publicize 5g business and tariff, publicize the full amount of packages on sale, and shall not unilaterally exaggerate 5g advantages or preferential items, and shall not exaggerate 5g advantages or preferential items; Second, do not mislead or force users to handle or upgrade 5g packages, and do not open 5g packages, upgrade packages and other services without users’ consent; Third, there is no agreement to restrict 5g package users from changing other packages on sale; Fourth, ensure that the online and offline channels of high, medium and low-grade 4G and 5g packages on sale carry sales, and the 4G package query and handling entrance shall not be hidden.
In addition, the notice also requires operators to improve four reminder mechanisms to fully protect users’ right to know: first, develop 5g users in areas not covered by 5g network, and remind users to know the progress of 5g network coverage in this region in advance. Second, remind users to replace 5g terminals when using 5g network. Non 5g terminals can only enjoy 5g tariff discount when handling 5g package, and can not use 5g network. Third, when the user changes the announced offline package to 5g package, he will remind the user that after changing 5g package, he will no longer be able to choose to handle the original package. Fourth, before the user handles the 5g package required by the contract, remind the user of the termination responsibility that must be fulfilled if the user wants to terminate the contract, handle the “number carrying network transfer” service, change the package or cancel the contract.
By the end of last year, China had built more than 700000 5g base stations. In 2020, China had built more than 600000 new 5g base stations, realizing full coverage of 5g networks in all cities above prefecture level; The number of 5g terminal connections exceeded 200 million. By October 2020, more than 120 million 5g mobile phones had been shipped in the domestic market, and 217 new models had been listed. In terms of 5g users, China Telecom and China Mobile alone have a total of more than 250 million users.
According to the white paper on China’s 5g development and economic and social impact recently released by the China Academy of communications and communications, in 2020, 5g promoted the significant growth of user traffic consumption, and the traffic consumption of 5g users was significantly higher than that of other mobile users. Taking China Telecom as an example, in the first half of 2020, its 5g user Dou value was 14.1g, nearly 40% higher than the industry average value of 10.1g. By June 2020, The ARPU of mobile data and Internet business revenue of operators was 40.7 yuan, an increase of 6% over the end of 2019. In 2020, the overall performance of the three operators increased steadily, and the ARPU of mobile communication business stopped falling and increased. The main reason is driven by 5g users.
It is worth noting that since the three major domestic operators announced that 5g officially entered the commercial era in November 2019, users’ discussions on 4G and 5g networks have not stopped. As the price of the newly launched 5g package is often high, compared with 4G, the cost performance is not prominent. Many users who replace 5g mobile phones do not use 5g package, and many of the 5g package users claimed by operators have not replaced 5g mobile phones. Previously, some users felt that 4G slowed down after 5g was launched. Some people believe that operators want to promote users to upgrade 5g package.
In addition, it should be noted that 5g investment and construction costs are large and the return cycle is long, and operators are facing considerable pressure on investment, operation and maintenance. On the one hand, the energy consumption of 5g base station is huge, and the power consumption of a single station is about 2.5 ~ 3.5 times that of a 4G single station; On the other hand, because the coverage area of 5g base stations is much smaller than that of 4G base stations, it is estimated that the power consumption of 5g base stations will reach 9 times that of 4G base stations.
Attachment: Notice of the Ministry of industry and information technology on improving 5g service quality
Notice of the Ministry of industry and information technology on improving 5g service quality
MIIT xghh  No. 28
Communications administrations of all provinces, autonomous regions and municipalities directly under the central government, China Telecom Group Co., Ltd., China Mobile Communication Group Co., Ltd., China United Network Communication Group Co., Ltd., China Radio and television network Co., Ltd., and China information and Communication Research Institute:
Since the issuance of 5g commercial license in China, the whole industry has accelerated network construction, improved industrial ecology, enriched content application, and achieved positive results in 5g development. At the same time, some telecom enterprise users’ reminders are not in place and the publicity and marketing are not standardized, which has aroused widespread concern in the society. In order to effectively safeguard the rights and interests of users and promote the sustainable and healthy development of 5g, the matters related to improving 5g service quality are hereby notified as follows:
1、 Comprehensively enhance ideological understanding and attach great importance to service work. Doing a good job of 5g service is an important measure to practice the people-centered development thought and strive to solve the most direct and realistic interests that the people are most concerned about. All basic telecom enterprises should improve their political position, carry out work with responsibility and emotion, deepen the construction of service management system with horizontal linkage and vertical penetration within the enterprise, formulate and improve their own 5g service standards, strengthen the service assessment of front-line windows such as entity business hall and customer service hotline, and take 5g service quality as an important content of performance assessment of front-line windows.
2、 We will improve the four reminder mechanisms to fully protect users’ right to know. First, remind users to query 5g network coverage in the region through physical business hall, customer service hotline, online business hall and mobile app, develop 5g users in areas not covered by 5g network, and remind users to know the progress of 5g network coverage in the region in advance. Second, remind users to replace 5g terminals when using 5g network. Non 5g terminals can only enjoy 5g tariff discount when handling 5g package, and can not use 5g network. Third, when changing the announced offline package to 5g package, users are reminded that after changing 5g package, they can no longer choose to handle the original package and can choose other packages on sale. Fourth, before the user handles the 5g package required by the contract, remind the user of the termination responsibility that must be fulfilled if the user wants to terminate the contract, handle the “number carrying network transfer” service, change the package or cancel the contract.
3、 Strictly abide by the four marketing red lines and earnestly safeguard the rights and interests of users. First, objectively and truly publicize 5g business and charges, publicize the full amount of packages on sale, and shall not unilaterally exaggerate 5g advantages or preferential items, conceal or dilute restrictive conditions. Second, respect the true wishes of users, do not mislead or force users to handle or upgrade 5g packages, and do not open 5g packages, upgrade packages and other services without the consent of users. Third, without agreement, 5g package users shall not be restricted from changing other packages on sale. If 5g package users change packages under agreement, they can negotiate with users for termination in accordance with the civil code of the people’s Republic of China. Fourth, ensure that the online and offline channels of high, medium and low-grade 4G and 5g packages on sale carry sales, and the 4G package query and handling entrance shall not be hidden.
4、 Unify the publicity caliber through channels and respond to social concerns in a timely manner. First, formulate publicity plans for the focus issues concerned by users, and make full use of various new media means such as live video and short video and various new technologies to carry out publicity. Second, unify the 5g service caliber of physical business hall, customer service hotline, electronic channel and other channels. Third, make clear and accurate explanations on the specific methods of replacing 5g terminal, handling 5g package, using 5g network and the differences in enjoying services. Fourth, respond to 5g related issues widely concerned by the society in a timely manner.
5、 Establish three types of monitoring system and accurately grasp the service situation. First, all basic telecom enterprises shall submit 5g business development data as required. Second, the complaint acceptance institutions of telecom users at all levels should do a good job in 5g service complaint, strengthen data analysis, find out the emerging problems in advance, and provide reference for service supervision. Third, China information and communication research institute should strengthen public opinion monitoring and explore the establishment of 5g user satisfaction evaluation system.
6、 Strengthen collaborative supervision and strengthen supervision and inspection. First, all basic telecom enterprises should strengthen internal self inspection and self correction, improve the handling mechanism of service violations, increase the proportion of service assessment, and hold the relevant responsible persons accountable for the key 5g service violations notified by the relevant competent departments. Second, local communications administrations and basic telecommunications enterprises should include 5g services in the key tasks of rectifying unhealthy tendencies in 2021, and deploy and implement them all over the country. Third, local communications administrations should make good use of daily monitoring, technical testing, unannounced visits and spot checks, user evaluation, centralized inspection and other methods to timely find 5g service problems, urge enterprises to implement rectification and deal with violations according to law.
All basic telecommunications enterprises are requested to implement the above requirements nationwide before February 28, 2021, and report the implementation to the Ministry of information and communication administration. All local communications administrations are requested to complete the supervision and inspection of the implementation of telecommunications enterprises in their respective regions by March 10, and report the inspection to the Ministry of information and communications (information and Communications Administration).
Editor in charge: Tzh