Civil engineering firm Glenevin, which in recent years has helped to construct full fibre broadband networks for a number of operators across the United Kingdom (e.g. CityFibre, Voneus, Openreach etc.), has sadly just become one of the latest digital infrastructure builders to fall into administration.

Established in 2013, the Livingston-based business was a well-known multi-utility infrastructure development and maintenance business operating nationally, but predominately in Scotland. It employed 45 employees, and in the year ending August 2022 had annual turnover of c. £40 million.

However, all does not appear to have been going well for Glenevin this year, which ISPreview understands appointed both Gareth Harris and Paul Dounis of RSM UK Restructuring Advisory LLP as Joint Administrators of Glenevin Limited and its subsidiary GCL Hire Limited on Friday 30th August 2024.

According to RSM UK, the decision to appoint Administrators was made after a “material deterioration in market conditions led to funding being withdrawn for many of the pipeline contracts“, ultimately leaving the “company unviable“.

Unfortunately, despite concerted efforts in a short space of time, it was ultimately found to be “not possible to find a buyer for the business” and it has therefore been “closed down with all employees made redundant.”

Gareth Harris, Partner at RSM and Joint Administrator, said:

“This has been a very fast-moving situation but due to market circumstances outside their control, and without a viable solution the Directors have had no choice but to shut the business. Employees have been paid up to the end of the month, but sadly all have been made redundant on appointment.”

ISPreview has been investigating the situation around Glenevin since the early summer, when we first began to receive reports that the contractor had downed tools on their deployment with Voneus. Back then a spokesperson for Voneus informed us that: “The builds that we contracted with Glenevin are either complete or close to completion.” But the wider UK situation appears to have been more complex.

Network operators and, by extension, any civil engineering firms they use are currently under a lot of pressure from rising costs (build, leases etc.), competition from rivals (e.g. overbuild, take-up) and the challenge of raising fresh investment during a period of high interest rates. Quite a few operators have already restructured or scaled-back their build plans, which has fostered a rise in consolidation and redundancies.

RSM was advised by James Davison and Victoria Procter at DLA Piper.

Alternative network operator Grain (Grain Connect), which has already grown their gigabit-capable Fibre-to-the-Premises (FTTP) broadband network to cover 220k UK premises RFS (21st May 2024) and 30k customers, has announced that they’re going to expand their existing deployment in the East Yorkshire city of Hull.

The operators full fibre network can currently be found in parts of 59 UK locations (plus over 150 new build housing developments), which includes a lot of small-to-modest sized patches of various urban areas like Leicester, Liverpool, Accrington, Grimsby, Cleethorpes, Scarborough, Carlisle, Barrow-in-Furness, Hartlepool, Newport, Sunderland, Blackburn and so forth.

Grain’s deployment in Hull first went live all the way back in mid-2023 (here) and at that point their network was claiming to have reached around 20,000 premises, although they’ve since expanded a bit more. This is despite facing aggressive competition from gigabit-capable rivals like KCOM (the local incumbent), Connexin and MS3.

However, despite the seemingly high level of local overbuild, it appears as if Grain are now “excited to bring our gigabit network to more areas across Hull“. But the catch is that they haven’t said precisely how many premises will benefit from this expansion, over what timescale or which new areas they’re intending to target.

“Unlike some providers, we’ve adopted a more thoughtful approach to our network expansion by keeping our infrastructure out of sight. All of Grain’s optical cables are installed underground, meaning there’s no need for unsightly telegraph poles. This not only improves connectivity but also respects Hull’s landscape and local concerns,” added Grain’s announcement.

Customers of the new service normally pay from just £19.99 per month (currently discounted to £9.99 for 6 months) for a symmetric 150Mbps package on an 18-month term, which goes up to just £29.99 (discounted to £14.99 for 6 months) for their top 900Mbps plan. But take note that out-of-contract prices are £5 higher than this.

News

EE are only the third carrier in the UK to rollout 5GSA, behind Vodafone and VMO2

EE has launched its new 5G standalone (5GSA) mobile network in 15 major UK cities, alongside a new Wi-Fi 7 Smart Hub Pro for home broadband users. The 5GSA network is designed to enhance mobile coverage and performance, while the Wi-Fi 7 hub provides faster, more reliable connectivity indoors.

The new 5GSA network, is now live in Bath, Belfast, Birmingham, Bradford, Bristol, Cardiff, Edinburgh, Glasgow, Hull, Leeds, Leicester, Liverpool, London, Manchester, and Sheffield. The plans offer improved outdoor coverage and is available through a new range of monthly plans. Built to support the growing number of AI-powered devices, the network provides faster speeds, lower latency, and enhanced reliability. A key feature of the 5GSA network is “Network Boost,” which improves performance in busy areas by allocating additional capacity to users on select plans.

“Today, EE is launching UK firsts in network capabilities designed to unleash the huge potential of a wave of AI powered devices. 5G standalone is a new mobile network giving enhanced performance to customers from day one and unlocks game-changing new services of the future. It’s been built to handle the growing range of AI-powered devices, from smartphones to laptops, tablets and more,” said EE CEO Marc Allera in a press release.

“Wi-Fi 7 for the home is another first for EE customers, giving households higher speeds and better capacity to support devices in every corner of their home. Together, these new technologies bring EE customers the best networks in and out of the home,” he continued.

EE’s new mobile plans also offer unlimited data options and include roaming allowances for the EU and select international destinations. Customers on premium plans will have access to Google One AI Premium tools, as well as services like Apple One, Netflix, and Xbox Game Pass Ultimate.

On the home broadband front, EE’s new Wi-Fi 7 Smart Hub Pro, developed with Qualcomm, delivers faster speeds, less interference, and better coverage. Full Fibre customers will benefit from gigabit speeds and a guaranteed 100Mbps connection in every room, with a money-back guarantee for dissatisfied users.

Join Marc Allera at next week’s Connected Britain, 11-12 September in London. Get last minute discounted tickets here!

Also in the news:
Coastguard’s emergency network gets an upgrade from Telent
AT&T fined nearly $1m over 911 failings
How will the CityFibre–Sky deal really affect BT?

News 

It is the world’s first legally binding AI treaty, and other countries, including the US and Australia, are invited to join 

This week, the Lord Chancellor Shabana Mahmood will sign a new international agreement to protect human rights, democracy, and the rule of law from potential risks posed by AI. 

The treaty, agreed by the Council of Europe, commits countries to work together to regulate AI and prevent its potential misuse. While AI offers benefits like improved productivity and analytics, it also poses risks, such as spreading misinformation or using biased data. The treaty ensures that nations monitor AI developments and manage the technology responsibly.  

Once ratified, it will strengthen existing UK laws and regulations on AI. 

The agreement has three principles: 

Protection of human rights – ensuring personal data is handled appropriately, privacy is respected, and that AI systems do not discriminate. 

Preservation of democracy – preventing AI from undermining public institutions and processes. 

Upholding the rule of law – requiring countries to regulate AI-specific risks and protect citizens from potential harm. 

“Artificial Intelligence has the capacity to radically improve the responsiveness and effectiveness of public services, and turbocharge economic growth,” said Lord Chancellor and Justice Secretary Shabana Mahmood in a statement. “However, we must not let AI shape us – we must shape AI.” 

“This convention is a major step to ensuring that these new technologies can be harnessed without eroding our oldest values, like human rights and the rule of law,” Mahmood concluded. 

Peter Kyle, Secretary of State for Science, Innovation and Technology, echoed this sentiment and invited governments around the world to join the treaty 

“Once in force, [the treaty] will further enhance protections for human rights, rule of law and democracy, – strengthening our own domestic approach to the technology while furthering the global cause of safe, secure, and responsible AI,” he said. 

Join the conversation around AI in telecoms at next week’s Connected Britain, 11-12 September in London. Get last minute discounted tickets here! 

Also in the news:
Coastguard’s emergency network gets an upgrade from Telent
AT&T fined nearly $1m over 911 failings
How will the CityFibre–Sky deal really affect BT?

Viewpoint

Reilly McClure, Senior Product Marketing Manager, Digital Infrastructure @ Sitetracker

In the fast-paced world of telecommunications, the deployment of fiber networks is accelerating at an unprecedented rate with growing demand for high-speed internet and substantial funding for infrastructure projects. Network operators and contractors face immense pressure to deploy quickly and efficiently. Sitetracker’s latest eBook, “Navigating Fiber Deployments: A Digital Roadmap for Success“ provides a comprehensive guide to leveraging digital transformation to streamline these complex processes.

Embracing Digital Transformation

The fiber deployment sector is at a critical juncture. The first operator to market gains a significant competitive edge by capturing early subscribers and securing ongoing revenue streams. However, challenges such as workforce shortages, rising labor and material costs, and complex approval processes complicate the path to success. Traditional methods like relying heavily on emails, spreadsheets, and manual data entry, are no longer viable.

Digital transformation offers a real solution. Operators and contractors can significantly enhance efficiency by replacing outdated methods with a centralized, standardized system. Key stakeholders, from field crews to executives, can have real-time access to crucial information that improves communication, reduces errors, and faster project completion.

The Benefits of Digital Tools

Digital transformation in fiber deployments provides several key advantages:

Accelerated Deployments: Centralized data and streamlined workflows reduce delays and expedite project timelines, enabling operators to operate in new markets faster.
Cost Efficiency: Automation and standardized processes minimize manual labor and reduce the risk of costly errors, leading to substantial financial savings.
Enhanced Collaboration: Real-time data sharing and improved communication foster better collaboration between operators and contractors, ensuring smoother project execution.
Scalability: Digital platforms enable efficient management of multiple concurrent projects, allowing companies to scale their operations quickly with their existing labor force.

Strategic Steps for Successful Transformation

Implementing digital transformation requires a strategic and structured approach. To do so, you’ll need

Executive Commitment: Strong support from top management is essential for driving transformation forward.
Choosing the Right Platform: A robust and flexible digital platform that meets the organization’s specific needs is crucial.
Continuous Optimization: A culture focused on continuous improvement ensures that processes remain efficient and adaptable to new challenges.

In an industry where speed and efficiency are critical, digital transformation is a game-changer. Fiber network operators and contractors can overcome challenges by adopting advanced digital tools and standardized processes and position themselves for long-term success. Sitetracker’s “Navigating Fiber Deployments: A Digital Roadmap for Success” offers valuable insights and practical guidance for companies looking to thrive in this competitive landscape. Embrace digital transformation today to stay ahead in the race to connect the world with high-speed fiber networks.

Want to learn more? Find out more about how you can evolve fiber deployment with Sitetracker here.  

News

Verizon is buying Frontier Communications in a $20 billion deal to strengthen its fibre network, with the deal representing significant growth for Verizon’s fibre business. 

Verizon, announcing the purchase on Thursday, stated that the purchase, which adds Frontier’s 2.2 million subscribers in 25 states to Verizon’s 7.4 million in nine states and Washington D.C., will shore up its developments in artificial intelligence and connected devices. 

Frontier, has largely concentrated on its fibre network capabilities in recent years, investing upwards of $4bn in its network over the last half-decade. Verizon, based in New York City, will pay $38.50 for each Frontier share. The deal is expected to close in about 18 months. It still needs approval from Frontier shareholders, as reported by AP. 

“The acquisition of Frontier is a strategic fit,” Verizon CEO Hans Vestberg said, as it provided an opportunity to be more competitive in additional markets. The deal, once passed, will represent something of a re-merger, with Verizon having previously sold its TV and internet business in Texas, California and Florida to Frontier in a $10.54bn deal back in 2016. 

However, as reported by Reuters, there has been some scepticism from analysts towards the deal with Verizon’s fibre network covering less than 10% of the U.S. and the acquisition will give it roughly another 3%, while AT&T covers less than 15%, MoffettNathanson analyst Craig Moffett said. 

“You would describe it as going from small to a little bit less small, but that’s about the best you could say about it,” Moffett said. “There’s simply no conceivable path where they can reach meaningful scale with fibre.” 

Keep up to date with the latest international telecoms news by subscribing to the Total Telecom daily newsletter    

Also in the news:
Ogi received £45m funding to aid expansion
Eutelsat and Softbank sign multi-year satellite deal for Japan
Carlos Slim buys another £175m slice of BT

Insight

by Jamie Hayes, Chief Sales and Commercial Officer, Cornerstone 

As I reflect on our journey leading up to Connected Britain 2024, it’s incredible to think that seamless, high-speed internet—once a luxury—is now becoming a fundamental right that fuels innovation and growth across the UK. I’m genuinely excited about Cornerstone’s role in enabling a digitally connected society across all Four Corners of the UK through our national platform. Our goal is to ensure that your connected world is always within reach. 

Having recently toured the Four Corners of the UK, I saw firsthand how Cornerstone’s work is not just addressing today’s connectivity needs but is truly shaping a brighter, more interconnected future for businesses and communities nationwide. Here’s a snippet of my personal observations of our work alongside other leaders and colleagues in the industry who also have a part to play in shaping the UK’s digital economy. 

England: Strengthening Local Connections
My 1305-mile tour began in the small seaside town of Littlehampton. Our partnership with Isthmian League semi-professionals Littlehampton Town Football Club is a poignant example of how connectivity can uplift local communities. Following a severe storm that damaged a Cornerstone mast at the football club, our response ensured that vital community events could continue without disruption. What started as an emergency repair transformed into a meaningful collaboration. We supported the club not only by restoring functionality but also by enabling digital payment solutions that streamline matchday transactions. This initiative has reinforced the club’s role as a community hub, enhancing local engagement and supporting the club’s growth. Littlehampton FC’s ability to maintain its community activities and embrace modern technology reflects our commitment to strengthening the local economy and fostering community development. We are a proud sponsor. 

Wales: Bridging Digital Gaps in Rural Areas
My next stop took me deep into the most remote parts of Wales. Here, our efforts have focused on bridging the digital divide in some of the country’s most isolated regions. In Carmarthenshire, we addressed a critical need for our customers Vodafone, VMO2 and Three, supporting them to bring the necessary and reliable connectivity in a rural area that had long struggled with getting online access for the everyday things we take for granted. By deploying advanced satellite backhaul and power generation technology, we’ve transformed access for residents and businesses across a 20km radius, unlocking new opportunities for economic activity and social inclusion. The impact has been profound—local businesses can now reach new markets, and residents enjoy improved access to services and social connections in an area prone to isolation and with high unemployment and mortality rates. Similarly, in Builth Wells we overcame steep terrain and regulatory challenges with innovative solutions. We collaborated with local stakeholders such as council representatives, farmers and residents, who helped us navigate the terrain, demonstrating our commitment to blending modern technology with respect for the region’s unique characteristics and needs. We know that nature and technology can and must co-exist. 

Scotland: Driving Digital Innovation in Glasgow
A short flight later, we found ourselves in the bustling, vibrant city of Glasgow. Our initiatives here are enhancing the city’s digital infrastructure with a focus on both technological advancement and environmental impact. Our collaboration with Vodafone, Arqiva, Cambridge University, and others has led to the deployment of smart water meters across the city, revolutionising water management with real-time data. This project not only enhances resource efficiency but also supports Glasgow’s sustainability goals. Additionally, our Air Quality Sensor Network, measures pollution particulates and their movement, providing valuable data to tackle urban air quality challenges. By working closely with Glasgow City Council, we are not just enhancing connectivity; we are helping Glasgow emerge as a leader in digital excellence and sustainability. Our efforts contribute to a healthier environment and demonstrate our commitment to integrating technology with environmental stewardship. 

Northern Ireland: Enhancing Connectivity in Torr
Our final stop was to the breathtaking coastal town of Torr, just outside Ballycastle in Northern Ireland. Here, we demonstrated firsthand how improved connectivity can invigorate local economies and tourism. Located along the stunning Causeway Coast Road, Torr faced significant challenges with limited mobile and broadband access, impacting tourism, local businesses and public services. By installing new 4G infrastructure, we’ve enabled our customers to address these issues, providing visitors, residents and businesses with reliable connectivity to support economic growth and enhance the tourism experience. Our integration of this technology with the region’s rich heritage required careful planning and collaboration with the Historic Environment Division to preserve historical sites, including a Cold War Navy listening station and ancient burial grounds. Our work ensures that Torr can benefit from modern connectivity while maintaining its unique historical context, an area of outstanding natural beauty. This project highlights our dedication to respecting and enhancing local heritage while advancing digital progress. 

A Vision for the Future
As we look to the future, Cornerstone remains committed to building and maintaining the digital infrastructure that will enable the UK to thrive in an increasingly connected world. Whether it’s supporting community spirit in Littlehampton, bringing connectivity to rural communities in Wales, pioneering air quality monitoring in Glasgow, or driving innovation in remote Torr, our mission is clear: at Cornerstone, your connected world is always within reach.  

Connected Britain is a celebration of the achievements of our industry, but from our position, with the largest digital infrastructure in the UK, we know that many people and places are still left behind—without the basic and necessary mobile services that so many rely on. Every day, we design, build, and finance new sites or upgrades across our digital estate. And every single day, we operate and look after our network of 15,700 sites to ensure reliability and resilience for our customers. 

More than any other provider in the UK, we are safeguarding the critical infrastructure of the mobile sector. But we still face challenges in some areas where we can’t yet celebrate, held back by the need for more pragmatic reform of town planning. This reform is essential to bring 4G and 5G to over 3,000 places where we’re eager to invest. It’s about more than connectivity—it’s about enabling job creation and driving digital inclusion. 

The stories I’ve shared today are a testament to the real impact our infrastructure has on communities across the UK. But we have much more to do, and my appeal is simple: we need to work collectively, across public and private partnerships, to create an effective framework for digital infrastructure planning, one that attracts investment and builds a country for growth. 

We’d love to continue this conversation. Please visit us at Exhibitor stand 97 or at the Tower Café during Connected Britain 2024 to explore these exciting developments. Our team looks forward to discussing how we can collaborate to build a more connected and prosperous society. 

At Cornerstone, your connected world is always within reach. 

Jamie 

—

About Cornerstone
As the UK’s leading mobile and digital infrastructure services provider, Cornerstone is set to play a pivotal role in Connected Britain 2024. With an impressive portfolio of approximately 15,700 sites across the UK, Cornerstone stands as a beacon of innovation and excellence in infrastructure deployment. Their commitment to advancing the UK’s digital economy aligns seamlessly with the theme of Connected Britain, which aims to explore and enhance the future of digital connectivity.  

Mobile network operator and UK ISP EE (BT) has today officially taken the wrappings off their new next-generation and Qualcomm powered Wi-Fi 7 router (Smart Hub Pro) and booster (Smart WiFi Pro) for home broadband customers. At the same time, they’ve also formally launched their new 5G Standalone mobile network across 15 of the country’s major cities.

We’ll start with the Smart Hub Pro and Smart WiFi Pro. In case anybody has forgotten, Wi-Fi 7 introduces a number of new features, such as using the extra 6GHz channel with 320MHz of channel bandwidth for much broader capacity (Wi-Fi 6E is 160MHz), as well as Multi Link Operation (MLO), which allows data to be sent over multiple bands simultaneously, and 4K QAM, which offers up to 20% increase in peak data transmission performance (plus other enhancements).

Everything Everywhere (EE) had previously pledged to be one of the first UK broadband providers to introduce a Wi-Fi 7 router during 2024 and so it has today come to pass. The new Smart Hub Pro router, which is being complemented by a new Smart WiFi Pro coverage booster, will initially only be made available to customers on “selected” Full Fibre (FTTP) plans (e.g. 1.6Gbps) “in the coming weeks” (i.e. it’s a soft launch).

However, the new router will also be made available as an add-on to existing plans, although this will almost certainly cost extra (we expect it won’t be a cheap add-on). When used together with the new Smart Hub Pro device, Smart WiFi Pro pledges to give customers a minimum of 100Mbps (wireless) connection in every room, with a money-back guarantee if you don’t get that. EE has also added a promotional video of the new broadband kit:

Going Standalone

The second big announcement today, albeit one that won’t come as a surprise to our readers because we already spotted it (here), is the official launch of EE’s new 5G Standalone (5G SA) mobile broadband network and related plans across fifteen major UK cities (Bath, Belfast, Birmingham, Bradford, Bristol, Cardiff, Edinburgh, Glasgow, Hull, Leeds, Leicester, Liverpool, London, Manchester and Sheffield).

The majority of UK 5G mobile networks today are Non-Standalone (NSA), which means they are still partly reliant on older and slower 4G infrastructure. But SA networks are pure end-to-end 5G that can deliver ultra-low latency times, greater energy efficiency, better upload speeds, network slicing, improved support for Internet of Things (IoT) devices, support for Voice over New Radio (VoNR or Vo5G) and increased reliability and security etc.

However, EE are making some bold claims about their new 5GSA service, such as by stating that it will “offer near uninterrupted outdoor coverage in every city where it launches” and “allow customers to make calls and use data in areas where it wasn’t possible before” – both of which really require further elaboration from the operator.

Breaking news.. more to follow..

The UK telecoms and media regulator, Ofcom, has today proposed to grant a UK Earth Station Network Licence (ESNL) to support Amazon’s long-in-gestation Project Kuiper, which represents their plan to launch a global mega-constellation of satellites in Low Earth Orbit (LEO) to deliver affordable ultrafast broadband and 4G/5G mobile services.

Currently, Amazon is still trailing behind established rivals such as OneWeb (Eutelsat) and Starlink (SpaceX). Nevertheless, the company already has approval to deploy and operate their own constellation of 3,232 LEO satellites as part of Project Kuiper, which will sit at an altitude of between 590km and 630km. The system can process up to 1Tbps (Terabits per second) of data traffic on each satellite, albeit shared between many users.

Each LEO is fairly small, but they make up for that in quantity, and this approach typically delivers lots of data capacity (100-400Mbps broadband speeds), as well as relatively fast latency times (often c.20-40ms) and wide global coverage. But only provided it’s all matched by plenty of Ground Stations and regulatory approvals in supporting countries, which is where Ofcom comes in for the United Kingdom.

The regulator states that they received an application from Amazon Kuiper Services Europe SARL (Project Kuiper) for a UK wireless telegraphy satellite earth station network licence (i.e. a non-geostationary orbit [NGSO] network licence) in July 2024. If approved, this would authorise Kuiper to operate user terminals in the Ka band in the UK and connect it to their satellites, which will be able to serve local homes, businesses and public sector sites.

Ofcom’s Proposal for Project Kuiper

This document sets out our initial assessment of Kuiper’s application for an NGSO network licence for its Kuiper system using Ka band frequencies between 27.5-27.8185 GHz, 28.4545-28.8265 GHz, and 29.5-30 GHz. Kuiper plans to provide satellite connectivity services to households, businesses and other potential customers in the UK.

Our preliminary view is that we will grant an NGSO network licence to Kuiper, having considered the technical coexistence and competition impacts of its NGSO system on existing and future NGSO systems and other spectrum services operating in the same frequencies.

We invite comments on Kuiper’s application and our preliminary views, as set out in this consultation, by 4 October 2024. Details of Kuiper’s application can be found under the “Applications received” section of our NGSO licensing webpage.

We will consider any responses to this consultation before reaching a final decision on whether to grant Kuiper an NGSO network licence to operate in Ka band frequencies 27.5-27.8185 GHz, 28.4545-28.8265 GHz, and 29.5-30 GHz.

Ofcom’s related consultation will remain open for feedback until 4th October 2024, although they’re highly unlikely to reject it, unless SpaceX or Eutelsat kick up an unexpected fuss about the risk of interference (that would probably only delay the outcome).

As it stands, Amazon have already launched a couple of test satellites (here) and their first production satellites are due to be carried into orbit by the end of 2024. The first commercial beta testing is thus likely to follow during the first half of 2025 (a little later than originally planned) and it will then take another 6 years to fully manufacture and launch their planned constellation, which takes us to around 2030.

Naturally, there remain plenty of concerns about all these new LEO constellations, not least from those working in observational sciences (astronomy etc.), as well as the growing risk of orbital collisions. But on the flip side, it will be good to have some more aggressive competition for SpaceX’s Starlink network, which until now has tended to dominate the direct-to-home side of LEO satellite broadband connectivity.

The Communications Ombudsman, which is one of the two Ofcom approved Alternative Dispute Resolution (ADR) providers for UK consumers of broadband ISPs, mobile and landline phone operators, has released its complaints data for the first half of 2024 and reported a 54% increase in telecoms cases accepted vs the same time last year.

Ofcom requires that all such providers – those offering services to consumers and small businesses – must be members of an approved ADR scheme. The schemes are free for consumers to access and designed to supplement (not replace) your provider’s own internal complaint procedure(s), although ISPs often have to pay sizeable costs regardless of whether they win or lose a case.

The ADR process is usually seen as a last line of defence for consumers and thus such schemes are generally only used after a dispute has gone unresolved for 8 weeks, or earlier with the agreement of their provider (i.e. the “Deadlock Letter” stage). See our ISP Complaints and Advice section for more information.

The new data reveals that, between January and June 2023, a total of 11,466 cases were accepted by the Communications Ombudsman, which compares to 17,695 between January and June 2024. The main complaint categories so far in 2024 are service quality, billing, and contract issues, which reflect a similar pattern to the previous year.

The five most common complaint types

Complaint type
Jan – June 2023
Jan – June 2024

Billing
2700
4403

Service quality
2795
3605

Customer service
1716
3934

Contract issues
1268
1895

Equipment
1033
982

Andy Eadle, Business Unit Director at the Communications Ombudsman, told ISPreview:

“We’ve seen an increase in complaints across all dispute categories, but primarily in service quality (speed and reliability of service), and billing – continuing into the first half of 2024.

In 2023 we onboarded an additional major provider, which means more consumers than ever are now able to access our free and impartial dispute resolution services in 2024. As Communications Ombudsman, we’re here to ensure any dispute between consumer and provider can be resolved independently and fairly.”

However, it is disappointing that they don’t include a breakdown of the data by provider, since we have no doubt that consumers would be interested to see which broadband ISPs and mobile operators are attracting the lion’s share of complaints and in what areas – particularly as these tend to reflect issues that the ISP has been unable to resolve with their customers.