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The Institute of Customer Service (ICS) has today published their first biannual UK Customer Satisfaction Index for 2026 (January), which reveals that Tesco Mobile was – for the second consecutive report – the only mobile and broadband (telecoms) provider to make it into their table of the country’s top 50 organisations. But both Virgin Mobile and Three UK were still named among the most improved.

The research typically reflects the results from a large online survey of over 15,000 customers – balanced to be representative of the UK adult population, which asked each of them about their experiences across hundreds of different organisations and market sectors (a total of 59,500 responses were gathered). This was then used to produce a score out of 100 for each organisation.

Overall, the “Telecommunications & Media” sector reported another improvement in its general ranking since the last report in July 2025, with average customer satisfaction rising to a score of 76 out of 100 (up from 74.4 in July 2025 and 73.3 in Jan 2025). The number of customers in the same sector who feel the organisation they dealt with cares about them as a customer has also increased to 63.7% (up from 59.5% in Jan 2025).

The good news is that the only telecoms operator to make the top 50 companies table, Tesco Mobile, did improve their ranking from 9th place in July 2025 to 8th place today. The operator’s score also improved from 82.5 to 85.3 over the same time period. Take note that the limited sample size means that some highly rated telecoms providers simply didn’t receive enough feedback to be included into the top table.

Elsewhere, the UKCSI also named two telecoms providers in their top 20 table of the “most improved organisations“, including Virgin Mobile on a score of 76.3 (up from 70 in Jan 2025) and Three UK on a score of 77.3 (up from 71.8 over the same period). The inclusion of Virgin Mobile is a little bit odd as they no longer exist as a standalone brand and most customers were moved on to O2’s plans some 2-3 years ago.

Original article Total Telecom:Read More

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The move will allow the company to save roughly €15 million in annual interest repayments

United Group B.V., the Netherlands-based telecommunications and media operator, has completed a €1.5 billion bond refinancing package, a move it says reflects its strong potential for long-term growth.

The refinancing saw the company issue €1.13 billion of new floating rate notes (FRNs) and €355 million of new PIYC PIK (Pay-if-you-Can, Pay-in-Kind) Notes. This new debt matures in 2031 and 2033, respectively.

The proceeds used from the refinancing will pay off €480 million of existing FRNs due 2029, €650 million of FRNs due 2031, and €351 million of existing PIYC PIK notes due 2029.

As a result, the company expects to save €15 million of annual interest as well as an extension of the Group’s debt maturity profile.

“We are delighted with the outcome of this transaction. It has not just reduced our funding cost, but this was a further vote of confidence from our bond investors and builds on the positive momentum following our strong Q3 results,” said Stan Miller, CEO of United Group. “It reflects our disciplined approach to capital structure management and enhances our financial flexibility, allowing us to continue executing our strategy in our core EU markets, advancing our growth agenda, and creating long-term value for our stakeholders.”

This is the second round of bond refinancing in two months, with the company having reshuffled €400 million of debt in December last year, according to the company’s latest fiancial results.

Alongside debt refinancing, United Group has also been active in simplifying its portfolio in recent years, selling non-core infrastructure and assets to deleverage and focus on core markets.

Last year, the company agreed to sell Serbia Broadband (SBB) to Abu Dhabi-based e& for €825 million. It also sold NetTV Plus, SBB’s direct-to-home services, and sports rights to local rival Telekom Srbija for €652 million.

The operator continues to operate telecoms companies in Bulgaria, Croatia, Slovenia, Montenegro, Bosnia and Herzegovina, Greece, and North Macedonia.

Keep up to date with all the latest telecoms news with the Total Telecom newsletter

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Original article ISPreview UK:Read More

The country’s largest alternative broadband operator, CityFibre, has this morning announced that they’ve “unlocked” their nationwide footprint and made their business Fibre-to-the-Premises (FTTP) services available across 4.5 million premises – offering wholesale business products at data speeds of up to 2.5Gbps (Gigabits per second).

The move comes shortly after CityFibre completed its upgrade from slower GPON to XGS-PON (Symmetric 10Gbps PON) technology, which is how they were recently able to launch a 5.5Gbps speed broadband product at wholesale (here) for residential ISP partners like Sky Broadband to use. But in the meantime, the operator’s business FTTP products have tended to lag behind a bit, although today’s announcement helps to rectify that.

The operator’s new business FTTP services are primarily designed to meet the needs of small businesses, small or home offices (SoHos) and home workers with symmetrical speeds of up to 2.5Gbps, which is useful for data backup, remote collaboration, scalable connectivity, work-ready WiFi for multiple users and more.

CityFibre’s business services also boast of “rapid fix times of less than eight hours and plans to introduce a greater choice of install points, bringing a connection directly to a home office“. The expansion follows CityFibre’s tripling of the availability of its dedicated, enterprise-grade Ethernet services to serve over 260,000 UK businesses, which resulted in over 50% YoY growth in the Ethernet sector for them in 2025.

Andy Nash, Director of Business, Government and Mobile at CityFibre, said:

“Opening up our full FTTP footprint is a game-changer for UK businesses and a great opportunity for our reseller partners. There are hundreds of thousands of small businesses across CityFibre’s network and we’re designing the Multi-Gig, ultra-reliable products they need to innovate and grow.”

Nathan Marke, Chief Strategy Officer at CityFibre partner Giacom, said:

“UK businesses, both large and small, increasingly rely on technology to operate, so reliable, Multi-Gig broadband is key. CityFibre has listened to the market and is making the most of its next generation network to bring greater choice and exceptional products and services to even more businesses across the UK.

Enabling access to the residential as well as business postcodes served by CityFibre’s network, through Giacom’s Cloud Market platform, is great news for our community of 6000 MSPs and expert technology resellers, and means even more SMBs can benefit from high speed, reliable, secure, great value connectivity.”

CityFibre still retains an ambition to extend their network to cover 8 million premises at some point in the future, through a mix of market consolidation and new fibre build. The operator has also recently spoken of their plans for upgrading the network to handle speeds of up to 100Gbps in the not-too-distant future (here).

Original article ISPreview UK:Read More

Broadband ISP and mobile operator Virgin Media and O2 (VMO2) have today announced that they will once again aim to donate “up to” 12,000 pre-owned Smartphones during 2026 to help people in need get online and reduce e-waste, which mirrors their previous pledge for 2025 that succeeded in donating the same figure.

As usual, VMO2 intend to source these Smartphones from customer returns and its O2 Recycle service, which helps to ensure unwanted devices are given a second life and assists those who might otherwise struggle to afford such a device. Free O2 mobile data (i.e. 25GB with rollover, plus 50 international minutes to 42 countries, unlimited minutes + texts) will also still be available from the Good Things Foundation and VMO2’s National Databank.

The initiative, supported by Hubbub, will rehome phones through VMO2’s nationwide network of charity partners and community groups (e.g. The Multibank).

Nicola Green, Chief Comms and Corporate Affairs Officer at VMO2, said:

“We know having access to a phone is a lifeline for people experiencing financial hardship.

That’s why Virgin Media O2 is proud to lead the way in providing 12,000 free phones this year to those who need them so they can get online and stay connected to loved ones.

This builds on our comprehensive, industry-leading measures to tackle digital exclusion, whether that’s through our National Databank that provides free O2 mobile data, Community Calling that rehomes phones to those who need them, or our social tariffs for people who receive government support payments.”

Original article ISPreview UK:Read More

Global network benchmarking firm Ookla, which collects data from consumers via their Speedtest.net service (inc. apps), has published a new report that takes a broad look into the impact of mobile (4G, 5G etc.) upload speeds in the age of AI and also reveals how much importance UK operators place upon it (EE, O2, Vodafone and Three UK).

Historically fixed and mobile broadband connections have always tended to prioritise download speeds (i.e. the rate at which data is pulled from the internet to your device), which makes perfect sense because that’s how most of the information we want to access arrives on our devices (loading websites, downloading files, streaming videos etc.).

However, in recent years the importance of upload speeds has steadily risen (i.e. the rate at which you send data from your device to the internet), driven by increasing usage of cloud / remote gaming services, video blogging, video calls, social media and Artificial Intelligence (AI) etc.

Ookla’s new report finds that upload speeds from mobile operators have been rising globally from 2021 to 2025, thanks largely to the release of additional spectrum and a variety of technological advances (both within the network and via end-user devices). But it also claims that operators have not been increasing the percent of network capacity allocated to uplink connections during this period, and some have even been reducing that percentage.

For example, mobile upload speeds for the fastest 10% of UK connections increased by approximately 36% between 2021 and 2025, while mobile download speeds in the UK increased by around 58% between 2021 and 2025. But Ookla states that, out of all the mobile operators analysed, EE (BT), O2 (Virgin Media) and Vodafone in the UK “follow Chinese operators as leaders in network resources allocated to uplink connections“. Not that you’d notice.

“Yes, mobile upload speeds have been rising globally, but that’s mainly because 5G enables faster overall connections, both on the uplink and the downlink. In some countries, like Brazil, the percentage of network capacity allocated to upload speeds has been falling. In other countries, like China, the capacity allocated to the uplink has been holding relatively steady. In no country in this study is the percentage of capacity allocated to the uplink rising in a significant way,” said Ookla’s report.

Suffice to say that while upload performance is improving, the proportional importance of download capacity continues to dominate mobile operator investment and network configuration choices. Overall, Ookla’s report doesn’t really say anything new or terribly surprising, but it is a useful additional piece of research to consider.

On the flip side, when we look at fixed broadband connections – where spectrum capacity is not a constraint, the rapid adoption of XGS-PON technology within Fibre-to-the-Premises (FTTP) based broadband lines has resulted in a rise in symmetric speed packages (i.e. downloads run at the same speed as uploads). But of course, that’s more an example of technology change taking precedence over changes in consumer behaviour, since end-users still make much more use of downstream than they do upstream on fixed lines.

Original article ISPreview UK:Read More

The latest 2026 Sunday Times 100 Tech list has been published, which reflects a ranking of Britain’s fastest-growing private technology companies. The good news is that five broadband network operators have managed to make it into the 2026 hardware list, with Netomnia topping the table in 3rd place and CityFibre just edging in at 48th.

The list itself is split into a top 50 for software companies and a top 50 for hardware companies, with altnet operators all being ranked under the hardware list. But it’s worth remembering that being one of Britain’s fastest-growing private technology companies doesn’t always equate to overall success. For example, the last year’s (2025) list only ranked two broadband operators, toob (4th) and G.Network (33rd), but the latter is now in administration (here).

The 2026 ranking manages to include five alternative networks, including toob that remains well ranked (9th) for the second year running. The 100 businesses in the full list are said to have combined revenues of £3.7 billion and plan to create 4,300 “well-paid roles” this year, although there’s no mention of how redundancies might weigh against this (probably because companies tend not to broadcast such things until they happen).

Nick Parbutt, toob CEO and Founder, said:

“It’s an honour to be ranked in The Sunday Times 100 Tech listing for the 2nd year running. This achievement reflects our rapid growth, thriving customer base and is a testament of our dedicated team who work incredibly hard to deliver ultrafast full-fibre connectivity to homes and businesses across England and Scotland.”

2026 Sunday Times 100 Tech List (Hardware)

Original article ISPreview UK:Read More

Alternative rural broadband provider Quickline, which is deploying a new gigabit-capable full fibre (FTTP) and fixed wireless (FWA) network across parts of Yorkshire and Lincolnshire in England (3-Year Rollout Plan), has today revealed that their fibre network now covers 200,000 premises (plus 200k more via wireless) and they’re launching a new brand campaign.

Just to recap. Quickline is currently aiming to extend gigabit-capable broadband to a further 360,000 UK premises across thousands of rural communities (roughly 170k via publicly funded projects and almost 200k from commercial builds) and the provider was previously aiming to end 2025 with a total of 200,000 premises passed. Suffice to say, they seem to have hit their target.

The internet provider has now decided to launch a major new regional campaign championing “proper broadband, done right“, which aims to raise awareness of their service and thus boost take-up. The campaign will highlight “what matters most to customers; fair pricing, reliable connectivity, fast speeds and great service“. It also puts a spotlight on Quickline’s commitment to price certainty, at a time when many broadband other ISPs are increasing prices mid-contract.

The multi-channel campaign will run across billboards, bus stops, local press, TV and radio, significantly increasing Quickline’s visibility across the region.

Mark Bowden, Quickline CEO, said:

“We know we’re not one of the big household-name providers, and we don’t take trust for granted. As an independent broadband provider, we have to earn it, by doing exactly what we say we’ll do.

That’s why we’ve launched 2026 with a campaign that clearly sets out who we are, what we deliver and why customers can depend on us. People right across Yorkshire and Lincolnshire will start to see a lot more of Quickline as we continue to build our network and connect more homes and businesses.

This year is about growth, but it’s also about delighting customers and being visible in the communities we serve. That’s how we build long-term relationships and a network people can truly rely on.”

Original article ISPreview UK:Read More

The Government’s Building Digital UK (BDUK) agency recently provided a small but useful update on their stalled £43m (public subsidy) Project Gigabit broadband roll-out contract for Cheshire (Lot 17), which was originally held by Freedom Fibre until they “mutually agreed to terminate” it in March 2025 (here). But Openreach (BT) may now be set to take it on.

Just to recap. The contract for Cheshire (England) was originally valued at £43m (public subsidy) and aimed to extend gigabit-capable broadband connectivity to cover 15,000 premises in hard-to-reach areas, including villages like Kingswood, Allostock, Minshull Vernon and beyond. But this was sent into limbo after the contracted supplier, Freedom Fibre, suddenly pulled out just as the build phase was supposed to start.

At the time a spokesperson for BDUK told ISPreview that they were “now moving swiftly to put in place alternative plans with other suppliers to connect premises that were due to be connected. Freedom Fibre has not received any public funding for this contract“. Since then, we’ve been patiently waiting for an update on the plan for Cheshire (Lot 17) and the first clue came in an easily overlooked update to one of the contract’s old documents.

According to a recent update to the old Cheshire Public Review Closure Notice document, BDUK has since put the intervention area through an “alternative procurement under the Type C regional framework as part of call off 8” (details of this contract haven’t yet been published). We initially overlooked this last week because it had been inserted into the middle of some older paragraphs (credits to one of our readers, Peter, for spotting).

Just to give this some context. Openreach currently holds the existing Single Supplier Framework agreement with BDUK (here) – valued at c.£1.2bn, which is focused on Cross-Regional (Type C) procurements (no other suppliers currently tackle Type C). This reflects remote areas where no or no appropriate market interest had previously been expressed before to BDUK, or areas that have been descoped or terminated from a prior procurement. Such areas are often skipped due to being too expensive (difficult) for smaller suppliers to tackle.

A similar thing happened to the Project Gigabit contract for Mid West Shropshire (Lot 25.01) last year, which saw Voneus drop out. Openreach eventually ended up securing the intervention area and merging that into their existing call-off 3 contract (here).

Suffice to say that the mention of Type C and Call Off 8 together would strongly point to Openreach being the preferred bidder, although ISPreview understands that BDUK are still reviewing the bid(s) and nothing has been formally awarded. Openreach declined to comment, and we are awaiting BDUK’s response.

Original article ISPreview UK:Read More

Sources have informed ISPreview that broadband and mobile operator Virgin Media (O2) has today notified around 700 staff that their roles are to be transferred to the Indian owned Tata Consultancy Services (TCS) and Tech Mahindra. The move is intended to “better deliver for our customers“, although this could still result in some redundancies.

Just to recap. Last month we covered reports that VMO2 were allegedly in the process of reaching a new agreement with TCS, which was speculated to be worth around £750m over 10-years (here). At the time, it was said that the deal could see the telecoms provider outsourcing some of their IT, such as in application management and infrastructure services, to the Indian company.

The network operator has long worked with TCS as part of an enterprise software integration contract, which was announced back in 2023. The UK is currently also said to be TCS’s second-largest market after the USA and they’re in the process of expanding their UK based workforce to create 5,000 new jobs, although the timeframe for this remains unclear, but it now looks set to be supported by today’s development.

Earlier today sources began to inform ISPreview that hundreds of VMO2 staff had been notified that they were to be transferred under TUPE – Transfer of Undertakings (Protection of Employment) – to Tech Mahindra and TCS. The same sources claimed that no offer of voluntary redundancy had been made for those who don’t want to TUPE. VMO2 has since confirmed the transfer and provided the following statement.

A VMO2 spokesperson told ISPreview:

“As part of our ongoing efforts to simplify how we operate, accelerate growth and better deliver for our customers, we are proposing to enhance our tech and service delivery by expanding our strategic partnerships with leading IT firms Tata Consultancy Services and Tech Mahindra, which will see some of our people move to those organisations in the UK.

Through these partnerships, covering areas like project delivery and platform management, we’ll be able to leverage our partners’ expertise and benefit from access to their global networks, innovative ecosystems and the latest digital technologies.

We are having open and honest conversations directly with our unions and employee representative groups on these plans and will continue to support any impacted individuals throughout this process.”

The development comes only a few short days after VMO2 notified around 300 staff in the Fixed Wholesale and Customer Delivery side of their business that they could be facing redundancy in the near future (here), although the operator is hoping to map many of those into other roles.

Original article Total Telecom:Read More

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The South Korean operator claims the record-breaking fine is excessive and does not consider the company’s proactive response

Last year, SK Telecom (SKT) revealed it had suffered an enormous data breach in 2022, affecting 26.9 million customers. The Personal Information Protection Commission (PIPC) subsequently fined the company 134.8 billion won (around $91 million) for failing to protect customer data.

Now, SKT has said it will appeal the fine, with reports suggesting that the operator deems the fine to be unjustified and disproportionate.

The fine is the largest ever delivered by the PIPC, far exceeding the previous record: a 100 billion won ($68 million) fine imposed jointly on Google and Meta in 2022 for collecting user data for personalised ads without clear consent.

“We are seeking a detailed judicial review of whether the PIPC’s penalty is appropriate,” said SKT in a statement.

The penalty from the PIPC was calculated based on SKT’s mobile revenue, a fact which SKT says differs from previous PIPC rulings. In a 2023 case against SKT’s rival LG Uplus, for example, the resulting fine based on purely on the revenue generated from the specific system that was hacked, resulting in a much smaller penalty (6.8 billion won, or $4.6 million).

The operator also notes that there has been no reported direct or indirect damage to customers as a result of the breach.

This claim, however, has been challenged by the Korea Consumer Agency (KCA), which was approached by 58 of the affected customers seeking dispute mediation last year.

“Considering the joint investigation conducted by the government and the private sector in July and the ruling by the PIPC, it was recognized that the hacking incident caused damage to consumers,” the agency said.

“SK Telecom holds responsibility for compensating individual consumers for the damage,” it added.

In December, the KCA ordered SKT to offer affected customers 100,000 won ($67) in compensation in the form of 50,000 won ($33.5) reduction in monthly subscription fees and 50,000 won in credits usable as cash equivalents.

If the ruling stands and every customer makes use of the offer, SKT’s total estimated payout would be around 2.3 trillion won ($1.5 billion) – greater than the company’s 1.43 trillion won ($970 million) net profit in 2024.

The operator is reviewing the ruling and may yet contest it.

SKT has so far pledged to invest 1.2 trillion won ($783 million) in improving its cybersecurity measures and compensating customers affected by the breach.

Keep up to date with all the latest telecoms news with the Total Telecom newsletter

Also in the news
World Communication Award Winners 2025
Ofcom clears the way for satellite-to-smartphone services
LG Uplus’s AI voice call app glitch leaks user data

The post SK Telecom to fight regulator over record data breach fine appeared first on Total Telecom.