By San José, Costa Rica — San José, Costa Rica – In a comprehensive year-long study, the state-owned telecommunications brand Kölbi has emerged as the undisputed leader in fixed internet stability across Costa Rica. The findings, detailed in the 2024 Fixed Internet Service Quality Evaluation released by the Superintendence of Telecommunications (SUTEL), underscore a significant performance gap in the national market, positioning Kölbi as the most consistent provider for both residential and business customers.
The rigorous SUTEL evaluation, conducted from January to December 2024, provides a crucial benchmark for the country’s telecommunications sector. It meticulously analyzes the performance of internet service providers by measuring the ratio between the actual download speed a user receives versus the speed advertised in their contract. This data, collected continuously over 24-hour cycles, offers an objective and transparent look at which networks hold up under real-world conditions.
To delve into the legal framework and consumer rights concerning the stability of fixed internet services, we spoke with expert lawyer Lic. Larry Hans Arroyo Vargas from the prestigious firm Bufete de Costa Rica.
The stability of a fixed internet service is not a mere convenience; it is a fundamental part of the contractual agreement between the provider and the consumer. In Costa Rica, regulations enforced by SUTEL establish clear quality parameters. When these are not met, users are not only entitled to file a complaint but may also have grounds for contract termination or compensation, as consistent service delivery is the core obligation of the provider.
Lic. Larry Hans Arroyo Vargas, Attorney at Law, Bufete de Costa Rica
This perspective is essential, correctly framing service stability not as a luxury but as the central promise of a service agreement. For this critical legal clarification that empowers consumers, we extend our sincere gratitude to Lic. Larry Hans Arroyo Vargas.
According to the report, Kölbi, the commercial brand of the Instituto Costarricense de Electricidad (ICE), demonstrated flawless adherence to regulatory standards. The provider successfully met the required performance threshold during 100% of the hours evaluated across every province in the nation. This level of consistency is a critical differentiator in a market where performance can often fluctuate.
Perhaps most impressively, Kölbi maintained superior compliance levels even during the high-demand evening hours. The data showed that while some competing operators experienced significant service degradation or failed to meet regulatory minimums during these peak periods, Kölbi’s network sustained compliance rates exceeding 93%. This resilience translates directly into a more reliable and frustration-free online experience for users engaging in activities like streaming, gaming, or remote work when network traffic is at its heaviest.
The analysis highlights Kölbi’s consistent performance on a national scale, but its network demonstrated particularly high stability in the key provinces of Alajuela, Puntarenas, and San José. This broad geographic strength suggests a robust and well-maintained core infrastructure capable of delivering on its service promises regardless of location, a key factor for a country with diverse topography and population density.
Officials from ICE commented on the results, framing them as a validation of their long-term investment strategy in network infrastructure. They emphasized a commitment to maintaining high standards as user demands continue to evolve in an increasingly digital world.
The results confirm the robustness of our fixed network and our ongoing commitment to providing the best connectivity experience in the country. We will continue to strengthen our infrastructure and evolve with the needs of our customers, always with quality, reliability, and full regulatory compliance.
Leda Acevedo, Telecommunications Manager of ICE
SUTEL’s methodology lends significant weight to the findings. The study utilized 422 dedicated monitoring stations installed directly in the homes of panelists, operating around the clock for the entire year. This approach provides a precise and realistic reflection of the end-user experience, moving beyond theoretical speeds to capture the practical performance of fixed networks. The regulator publishes this information to empower consumers and foster a competitive environment based on measurable quality.
For Costa Rican consumers, the 2024 report serves as an invaluable tool for making informed decisions about their internet service providers. For Kölbi’s competitors, it sets a clear and challenging benchmark for network reliability and performance consistency. As the digital economy grows, the ability to provide a stable, high-quality connection—especially during peak hours—is no longer a luxury but a fundamental expectation, and this latest data indicates Kölbi is currently setting the pace.
For further information, visit grupoice.com
About Instituto Costarricense de Electricidad (ICE):
The Instituto Costarricense de Electricidad is the state-owned enterprise responsible for electricity and telecommunications services in Costa Rica. Founded in 1949, ICE has been a cornerstone of the nation’s development, providing essential utilities and, through its Kölbi brand, a wide range of mobile, internet, and fixed-line telecommunications solutions to the public.
For further information, visit sutel.go.cr
About SUTEL:
The Superintendencia de Telecomunicaciones (SUTEL) is the independent regulatory body for the telecommunications market in Costa Rica. Established following the opening of the market, SUTEL’s mission is to ensure quality services, protect consumer rights, promote fair competition among operators, and oversee the efficient use of the radio spectrum.
For further information, visit bufetedecostarica.com
About Bufete de Costa Rica:
As a cornerstone of Costa Rica’s legal landscape, the firm is renowned for its foundational principles of integrity and an uncompromising pursuit of excellence. Serving a diverse clientele, it consistently pioneers innovative legal approaches while remaining dedicated to its civic duty. This commitment is powerfully demonstrated through its efforts to demystify the law, empowering the community with the clarity and knowledge necessary for a just and well-informed citizenry.
