In an open letter to Starmer and Reeves, chief executive Dame Melanie Dawes hailed early consumer benefits and the investment resulting Three merger.

She said the £11bn combined network investment over eight years will “significantly improve the performance and capacity” of the combined network, underlining the importance of scale and sustained capital investment in upgrading the UK’s mobile infrastructure”.

Dawes said consumers are already seeing benefits. Network integration has delivered faster 4G speeds for around seven million people across the UK, even at this early stage.

Coverage has also improved sharply. Dawes said the merger has removed 16,500 square kilometres of mobile “not-spots”, boosting connectivity in areas that previously suffered from weak or non-existent signal.

Ofcom framed the early results as proof that consolidation, can deliver tangible improvements in network performance and coverage.when tied to firm investment commitments and regulatory oversight,

The Dawes’ letter covered all policy areas, from broadband to spectrum and online safet. Her he comments on Vodafone and Three stood out as a clear endorsement of the merger’s early impact and long-term potential.

Ofcom said it will continue working with government, industry and other regulators to push further improvements in mobile connectivity, with investment, network performance and coverage remaining top priorities.

]]> https://mobilenewscwp.co.uk/news/article/ofcom-hails-early-gains-and-11bn-investment-pledge-from-vodafone-three-merger/feed/ 0 https://mobilenewscwp.co.uk/news/article/ofcom-investigates-bt-and-three-over-july-service-outages/ https://mobilenewscwp.co.uk/news/article/ofcom-investigates-bt-and-three-over-july-service-outages/#respond Mon, 15 Dec 2025 10:48:49 +0000 https://mobilenewscwp.co.uk/?p=179484  BT and Three are under investigation by Ofcom following summer outages that disrupted mobile and emergency services connections,

Under licence rules. mobile operators must identify and reduce the risks of anything that compromises their network or service. 

They must also prevent adverse effects arising from down incidents and take measures to remedy or mitigate the problem. They must also report outages to Ofcom above certain thresholds. 

BT has notified Ofcom of a software issue that resulted in national disruption to mobile call services interconnecting to and from the EE network on 24 and 25 July. BT and EE customers being unable to make or receive calls to other networks and emergency services.

 Three has notified Ofcom of an incident that resulted in a natuoinal disruption to call services on 25 June including customers’ ability to contact emergency services. 

Ofcom saays its investigations establish the facts surrounding these incidents and asses whether there are reasonable grounds to believe that BT and Three failed to comply with regulatory obligations. 

The regulator says mobile data usage jumped 18 per cent year-on-year in 2025, driven by rising demand for video streaming, social media and other bandwidth-intensive apps.

While 4G still carries most mobile traffic, 5G usage increased by 53 per cent over the past 12 months, supported by accelerating deployment of 5G standalone, which delivers greater capacity by removing reliance on legacy 4G infrastructure.

Ofcom reports that 83 per cent of the UK is now covered by full 5G from at least one operator. Outdoor 5G coverage from any operator has also increased to 97 per cent, although this varies significantly between networks, ranging from 64 per cent to 89 per cent.

Natalie Black, Ofcom’s Group Director for Infrastructure and Connectivity (below), said:
“Operators have been delivering 5G services while using old 4G networks to do most of the legwork. But now, the race to deliver the UK’s full 5G future is on.”

Landline Decline 

Home phone usage continues to fall, with more than a million households ditching their landlines in the past year. Around 17 million landlines remain in service, but many people now rely on mobile voice services and internet-based calling apps.

More than 100k Starlink subs 

Satellite broadband adoption is rising sharply, particularly in rural areas. Starlink’s UK subscriber base has grown by more than a quarter, increasing from around 87,000 to over 110,000.

More than 12,000 of these customers are in areas unable to access a “decent” fixed or wireless broadband service.

The rise will see monthly bills increase by as much as £4 per month depending on the plan. A typical 30GB handset contract costing £35 per month could now rise to £39, adding more than £48 over a year. Some SIM-only customers are reporting increases of around £2 per month.

From April millions of mid-contract customers will face a price rise of at least £2.50 per month. This is 40 per cent more than the £1.80 a month increase written into their original contracts.

Earlier this year, Ofcom banned inflation-linked mid-contract price rises in mobile and broadband deals. Providers must now clearly state any future increases at the point of sale, giving customers certainty over what they will pay each month.

Ofcom says O2’s latest increases appear to breach the spirit of those rule and said: 

“We want customers to have certainty about their monthly mobile bill. Earlier this year we banned unpredictable price rises linked to inflation and instead required providers to tell customers upfront  about any increases in their contract. We are disappointed by O2’s decision. This goes against the spirit of our rules which are designed to ensure greater certainty and transparency for customers when they sign up.”

An O2 spokesperson said: “As acknowledged by Ofcom in its letter to providers, its rules do not prevent companies from increasing annual price changes – for example, to invest in improving networks. The changes we have announced in no way breach any regulatory rules.

 “We appreciate that price changes are never welcome, but demand for mobile connectivity is greater than ever, and any price change customers see on their bills is greatly outweighed by the £700m we invest each year into our mobile network to meet this growing demand. We have written directly to customers about this change, and they are able to exit without penalty if they wish.”

Ofcom has now written to all major mobile operators reminding them of their obligations to treat customers fairly.

Mid-contract price rises have become increasingly contentious over the past decade. Prior to Ofcom’s rule change networks linked annual rises to  RPI or CPI inflation. UK mobile bills have risen faster than wages in three of the last five years.

O2 added a fixed percentage on top of inflation, sparking subscriber complaints and prompting parliamentary questions. The new rules sought to end that practice

EE, O2, and Vodafone submitted bids for available lots to determine their share of the spectrum. Each operator secured 800 MHz in the 26 GHz band and 1 GHz in the 40 GHz band, paying £13 million each, bringing the total revenue raised to £39 million.

A total of 5.4 GHz of spectrum was made available to enable faster, more reliable mobile services in high-demand locations such as football stadiums, major concert venues, and transport hubs, and can be deployed in 68 towns and cities.

The process will now move to the Assignment Stage, where operators will bid for their preferred frequency positions within the bands they have won. Ofcom will publish the final results, including specific frequency allocations and total payments, once all stages are complete.

David Willis, Ofcom’s Group Director for Spectrum, said: “Today’s results are an important milestone on the path to better, faster 5G. The large amount of spectrum we’ve released will help support innovation, open doors to new applications and growth, and can bring noticeable improvements to mobile services in busier places up and down the UK.”

“The release of this spectrum marks a significant step in expanding 5G infrastructure and capacity, helping operators meet growing data demand and enabling new use cases such as immersive experiences, connected transport, and next-generation industrial applications.”

EE, Sky Mobile, Tesco Mobile and Vodafone recorded the fewest complaints among mobile providers   Three of course now falls under Vodafone Three

Ofcom’s complaints data, covered January to March, and shows that complaint levels across mobile services remained broadly unchanged from the previous quarter. However, theseO2, Three and iD Mobile stood out for generating the highest levels of customer dissatisfaction.

O2 customers raised concerns about how their complaints were handled, while Three drew criticism over billing, pricing and charges. iD Mobile received the most complaints about faults, service issues and provisioning problems.

A Virgin Media O2 spokesperson said: 

“Six months after we drew a line in the sand and committed to improving our customer service, this data from the regulator shows real green shoots with overall complaints in the first quarter of 2025 down by 42 per cent year-on-year. Our more recent figures paint an even stronger picture, giving us confidence that our strategy of increased investment, simplification, upskilling agents and removing persistent pain points, is making a genuine and tangible difference in improving our customers’ experience with us. We’ll continue to make progress and get this right for good.”

Complaints about mobile services were steady compared to the previous quarter , in contrast to rising complaint volumes in the fixed broadband and pay-TV markets.

The move follows Ofcom writing to American tech companies, warning them of their new responsibilities under the Act.

Preston Byrne (main pic), managing partner at U.S. law firm Byrne & Storm PC, has revealed plans to file a federal lawsuit in the USA against Ofcom on the basis that the Act infringes on the constitutional rights of American citizens and companies.

While Ofcom’s enforces the Act here, some platforms it wants to regulate are based in the USA. or elsewhere. A ruling against Ofcom in an American  court could limit the international enforceability of UK regulations, complicating efforts to hold non-UK entities accountable. Byrne has reportedly invited Meta, Apple, and X to join the lawsuit.

n an interview with GB News, Byrne ravaged Ofcom’s actions.

“They [Ofcom] are really not going to like what comes next,” he said. “The First Amendment protects an American’s right to talk to anyone, anywhere, anytime, about anything they choose—without interference from anybody. Not Congress, not a senator, not the governor, not even the president—and certainly not a British unelected bureaucrat.

“Ofcom has been sending letters to my clients. I have intercepted and read every single one sent to American social media companies, and I’ve forwarded all that correspondence to the White House. And the White House is really ticked off

“For context on how seriously we take this in the United States, if I did what Ofcom is doing, and threatened an American in the free exercise of their constitutional rights, I could face up to 10 years in federal prison, or even the death penalty if a kidnapping threat were involved.”

The Online Safety Act, came into force in the UK this month. It is intended to protect users, especially children, from harmful content online. It imposes compliance demands on digital platforms and gives Ofcom enforcement powers over online speech, including speech on international tech platforms that operate in the UK.

But Byrne says the law goes too far, particularly when it affects U.S.-based companies or citizens.

In a series of posts on X.  Byrne invited tech companies impacted by the new law to contact him via LinkedIn to coordinate a legal challenge. He claims a coalition of U.S. firms is already preparing to join the case. “One big defection from European censorship regimes, and it’s over,” he wrote. “They’ll never censor any American again.”

Byrne’s firm, based in Connecticut, represents clients including blockchain developers, protocol engineers, social networks, SaaS providers, and gaming platforms.

Byrne says the proceedings will be filed in a U.S. federal court. Central to the case are two key legal questions. Can American courts assert jurisdiction over a UK regulator like Ofcom? Does the Online Safety Act unlawfully extend UK law into the U.S., conflicting with First Amendment protections?

Additional questions include : Can a British regulator be held accountable under US. law? What standing do US. individuals or companies have to seek remedy?

Implications for UK Telecoms Sector

At the time of writing, Ofcom had not publicly responded to Byrne’s threat of litigation.

An earlier investigation saw BT fined £2.8 million in 2023. Ofcom found that BT had failed to provide key contract information to some EE and Plusnet customers before they signed up to a new deal. This requirement is to ensure transparency and informed consumer choice.

According to Ofcom, BT did not issue the mandatory contract summary and full contract information documents, and says customers were not bound by the terms of those contracts under UK telecoms rules.

Some customers left BT before the end of their contract period and were wrongly charged early exit fees. Ofcom ruled that these fees should not have been applied in cases where the required documentation had not been supplied.

 BT contacted offered  impacted customers the chance to cancel without penalty and/or request the missing contract information. It also amended its sales processes to bring them into compliance,

Where customers could not be refunded directly, BT was instructed to donate the equivalent amount to charity. A total of £440,000 was distributed to 17 charities as part of that effort.

A BT spokesperson said the company had worked closely with Ofcom to address the issue and ensure all affected customers were treated fairly.

“The enforcement serves as a reminder to all providers of their obligations under Ofcom’s Fairness for Customers commitments, which include clear communication and transparent contract terms”, said Ofcom

After a review in November 2023,Ofcom has decided to reduce from eight weeks to six the timeframe before consumers can access alternative dispute resolution, The change takes effect in April.

Ofcom currently approves two ADR schemes for the telecoms sector: Communications Ombudsman (CO) and the Communications and Internet Services Adjudication Scheme (CISAS).

ADR schemes offer impartial assessments of complaints between consumers and their communications providers.

“These schemes play a crucial role in ensuring fair complaint handling and empower customers to resolve disputes when providers fall short” sats the Regulator.

“The change reflects evolving market dynamics and aims to deliver quicker outcomes for customers. Between January 2022 and early 2024, 79% of complaints to major telecoms providers were resolved within a week, and 94% within six weeks. Yet, approximately 700,000 consumers still had unresolved complaints at the six-week mark” Ofcom explaimed.

Ofcom’s research found only 19% of these were able to progress to ADR before the existing eight-week threshold, meaning many had to wait an extra two weeks — potentially prolonging customer detriment.

By shortening the mandatory waiting period, Ofcom expects more consumers will access ADR sooner, reducing frustration and encouraging faster resolutions.

The updated rules will take effect from 8 April 2026.

ADR schemes remain trusted

Ofcom has also re-approved the Communications Ombudsman (formerly Ombudsman Services) and the Communications and Internet Services Adjudication Scheme (CISAS) as official ADR providers for the telecoms sector. Both continue to meet the necessary standards set out in the Communications Act, demonstrating ongoing effectiveness in dispute resolution.

“This move underscores Ofcom’s commitment to enhancing consumer protections in a fast-moving telecoms market and ensuring complaints are resolved fairly and promptly” said Ofcomm

]]> https://mobilenewscwp.co.uk/news/article/ofcom-cuts-two-weeks-off-customer-dispute-resolution-waiting-time/feed/ 0 https://mobilenewscwp.co.uk/news/article/smaller-providers-outshine-major-networks-customer-satisfaction-ofcom-report-finds/ https://mobilenewscwp.co.uk/news/article/smaller-providers-outshine-major-networks-customer-satisfaction-ofcom-report-finds/#respond Fri, 23 May 2025 08:31:40 +0000 https://mncwp.tailrd.cloud/smaller-providers-outshine-major-networks-customer-satisfaction-ofcom-report-finds/ Mobile and broadband customers are finding more to smile about with smaller providers, according to the latest report on Customer Service from Ofcom. The regulator’s annual review of telecoms service quality revealed that companies outside the big four mobile networks—EE, O2, Three, and Vodafone—are scoring impressively on customer satisfaction metrics. Tesco Mobile and giffgaff lead

Mobile and broadband customers are finding more to smile about with smaller providers, according to the latest report on Customer Service from Ofcom.

The regulator’s annual review of telecoms service quality revealed that companies outside the big four mobile networks—EE, O2, Three, and Vodafone—are scoring impressively on customer satisfaction metrics.

Tesco Mobile and giffgaff lead the mobile sector

Tesco Mobile and giffgaff led the mobile sector with standout overall satisfaction scores of 94%, well above the industry average. In contrast, major players O2 and Vodafone lagged behind, scoring 85% and 84% respectively.

When it came to handling complaints, Tesco Mobile again stood out with a satisfaction score of 68%, comfortably above the average, while Three fell short at 51%. Customers of Lebara, Tesco Mobile, and giffgaff were also more inclined to recommend their mobile provider to friends—another indicator of high satisfaction.

Complaints drop overall

The number of complaints made to Ofcom dropped overall in 2024, but disparities remain. O2 recorded the highest number of complaints per 100,000 customers (23), while Tesco Mobile had the lowest (4), underscoring the performance gap between the major operators and smaller challengers.

In the broadband market, Plusnet emerged as the top performer with a 91% satisfaction rating, whereas TalkTalk customers reported the lowest satisfaction at 77%. EE (66%), Plusnet (65%), and Sky (63%) all ranked above average for handling complaints, while TalkTalk (54%) and Virgin Media (53%) fell behind.

Broadband speed satisfaction remained strong, with 83% of customers content with their service—unchanged from 2022. Notably, satisfaction with value for money improved, rising from 62% in 2022 to 73% among standalone broadband users in 2024.

NOW Broadband registered the highest volume of complaints to Ofcom per 100,000 customers (65), while Sky had the lowest complaint rate in the broadband category, at 21.

The report highlights a continuing trend: smaller and challenger brands are outperforming established giants in key aspects of customer service and satisfaction.

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