Consumer magazine Which? has revealed the results of a recent consumer survey of 3,739 UK mobile users, which found that the most common complaints related to poor signal, price rises, receiving SPAM from their provider and poor customer service. Three UK and Lyca Mobile were also most likely to have had customers experiencing a problem in the past year.
The results, which are somewhat intended to complement their annual 2024 consumer survey of UK mobile operators (here), found that problems with mobile signal and network connections topped the table and were reported by 17% of mobile users (i.e. typically involving consistently poor phone signal, frequent but brief network dropouts or network outages that lasted more than a whole day).
In addition, 6% of respondents said they received unwanted or irritating marketing communications (i.e. calls, texts and emails) “from their provider“, while another 6% complained that a recent price hike was “unexpected or unreasonable” and 5% experienced problems with customer service in the past year (e.g. difficulties resolving complaints/queries and contacting support (e.g. long call waits)).
Finally, a third (33%) of respondents said they had not changed their provider for more than 6 years, which increases for most operators when only looking at the largest four networks – EE 47%, Vodafone 44%, O2 43%, Three UK 30%. But sadly, that’s all the detail they’ve released.