BT/EE, Virgin Media O2, Vodafone/Three, Tesco Mobile, TalkTalk, Sky and industry body Comms Council UK (CCUK) have committed to a new anti-fraud measures ahead of the UK Government’s forthcoming Fraud Strategy announcement.

Data shows that 96 per cent%of mobile users decide whether to answer a call based on the number displayed on their screen, with three-quarters unlikely to pick up if it’s from an unknown international number.   Advanced call tracing technology will also be rolled out across mobile networks to give police the intelligence to track down scammers.

There are  commitments to boost data sharing with the police whch will show which mobile networks  let scam calls slip through.

Victims will get faster support from phone networks. Help times will be reduced slashed to two weeks

The new pact follows recent action by the UK government, in partnership with the US, to disrupt major online fraud networks with targeted sanctions on scam centres in Southeast Asia. 

Traceback system

The telco providers pledge to support the development of a Traceback system that would allow operators to identify the origin of suspicious or fraudulent calls as they are connected acros networks. The Charter also calls for data-sharing between telecoms, banking and technology sectors, alongside improved public awareness campaigns and more support for victims.

The CCUK-charter will develop best-practice guidance for business victim support. The aim is to improve how service providers detect, respond to and communicate fraud-related threats with commercial customers.

Significant step

Tracey Wright, Chair of Comms Council UK, said the Telecommunications Fraud Charter marks “a significant step forward” in the industry’s response to criminal activity.

“This initiative brings together government and industry to deliver change for consumers and businesses.The overall message around collaborative data sharing, advanced technology solutions, and unified public messaging will help disrupt fraudulent activity at scale.”

She said sector-wide intelligence sharing continues to demonstrate “the positive impact” of coordinated action.

“Aligning our efforts through this Charter will build building a safer, more trusted communications environment ”

Minister for Fraud Lord Hanson said “Spoofed calls allow scammers to deceive the public with fake identities and false promises. This government is committed to tackling fraud.

“In a major upgrade of our mobile network, call spoofing will be eliminated within a year stripping away the tools scammers use to cheat people out of their hard-earned cash. 

“We’re stepping up our defences to protect victims and make sure the UK is the hardest place in the world for scammers to operate

Further measures targeting scams across digital platforms, banking and telecoms later this month.

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.

The company’s contract base now stands at 15.8 million , with 16,000 net additions in Q4 , marking a return to growth. However, across the year, there was a decline of 216,000 contract customers . Monthly contract churn improved to 1.1 per cent , reflecting stronger customer retention compared to the previous year.

Lutz Schüler, CEO of Virgin Media O2 Main pic), highlighted the company’s commitment to long-term growth, saying:

 “We said 2024 was a year of investing to support our long-term growth, and these results reflect that. We close the first chapter of Virgin Media O2 having delivered our full-year guidance and hitting our JV synergy targets 18 months ahead of schedule , meaning we are well set for the future.”

Schüler also pointed to the company’s continued fixed customer and ARPU growth , along with improved customer satisfaction through a focus on service experience.

“In 2024, over £2 billion was invested in expanding 5G coverage, improving network quality, and enhancing rural connectivity . Virgin Media O2 also accelerated the expansion of its fibre footprint , reinforcing its leadership in gigabit broadband and advancing its partnership with nexfibre to become the UK’s leading fibre challenger. The results mark a strong close to the year for Virgin Media O2, positioning the company for further network enhancements and customer growth in 2025″

Tesco Mobile says 30 per cent of teachers are citing a lack of training as a significant barrier to teaching online safety effectively and 21 per cent citing insufficient resources¹. Digital Matters offers free lesson packs.

Tesco Mobile already supports parents and carers with online safety resources through the Little Digital Helps toolkit Digital Matters is focused on supporting teachers and children through classroom learning.

The Digital Matters platform features content, covering cyberbullying and mis/disinformation, with interactive lessons,. The Government has announced plans to embed media literacy within the curriculum, Digital Matters supports this objective with a specific lesson on critical thinking, which has achieved the PSHE Quality Mark, alongside lessons on seven other topics.

Teachers who download sample materials for the Digital Matters ‘Introduction to Thinking Critically Online’ topic will be able to enter a prize draw to win tablets for their school, provided by Tesco Mobile.

Sally Marriott, CTO of Tesco Mobile CEO said:?”We understand the challenges both teachers and parents face when it comes to online safety,. By partnering with Internet Matters, we are helping children develop the skills they need to navigate the digital world safely and responsibly.”

The network, which recently renewed its network agreement with Virgin Media O2 for another 10 years. also improved its churn rate and now claims to be the UK’s largest MVNO with 5.5 million customers.

Tesco Mobile says it is one of the only networks that offers frozen prices. Customers signing up to a Clubcard Price deal have their basic monthly usage price unchanged for the length of their contract. Customers get roaming at no extra cost when travelling in 48 destinations in the EU and beyond until 2025.

Jonathan Taylor, CEO of Tesco Mobile commented, “Our commitment to customer satisfaction, providing supermarket value and being the most helpful network has propelled us to new heights. Our focus remains delivering value, connection, and an unparalleled customer experience. With the recent announcement of our Joint Venture extension for a further 10 years, we couldn’t be more excited with what’s to come”

Tesco Mobile now has a customer base of over 5.5 million users.

Lutz Schüler, CEO of Virgin Media O2, commented “
“We have enjoyed great success with Tesco Mobile over the past 20 years, as a partner and a network provider, and I have no doubt that will continue over the next decade. With demand for mobile data greater than ever, we’re continuing to invest heavily in our network to give our customers, and those of other providers who use our connectivity, an even better experience with the fast and reliable mobile services they expect and rely on.”

The MVNO stared as a 50:50 joint venture between Tesco Plc Group and Telefónica UK, Tesco Mobile’s ownership shifted to a shared arrangement with Virgin Media O2 following the merger of Telefónica UK with Virgin Media on 1 June 2021. T

Rachel Swift, Tesco Mobile Chief Customer Officer, said:

“For the whole of 2023, our customers can continue to tap into their UK allowances for free in 48 destinations in Europe and beyond .”

Tesco Mobile customers can activate a ‘safety buffer’ directly through their account that can be set as low as £0 to avoid bill shock once they exceed their package allowance.

All pay monthly customers who joined Tesco Mobile or upgraded before June 16 last year will be able to continue using their UK data allowance at no extra cost in 48 destinations in the EU and beyond, until they choose to upgrade.

MVNO Tesco Mobile, which uses the O2 network.  has around five million users

Tesco Mobile has partnered with Assurant to launch a trade-in service, allowing Tesco Mobile users to donate their old devices in exchange for money or a Tesco voucher. 

Customers can visit the Assurant Tesco Mobile trade-in website to receive an instant valuation for their mobile phone or device. Customers who accept the offer can then receive the device value as a cash deposit into their bank account or as a Tesco e-Gift Card, with most devices and payments processed within five working days.

The initiative forms part of Tesco Mobile’s drive to sustainability and value for customers. 

 “ Partnering with Assurant is just another way we’re helping our customers save money – by turning their old mobiles or tablets into cash or vouchers. It’s also an opportunity to help reduce waste by enabling the resale of used devices, reducing the number of mobile phones in landfill,” said Tesco Mobile chief customer officer Rachel Swift.

 : “We are proud to partner with Tesco Mobile, to help consumers by putting money back in their pockets in exchange for their used devices. When a pre-owned device is repurposed, it means a new device does not need to be manufactured which avoids producing CO2 emissions and also reduces the amount of minerals needed to be mined to produce the device.”  added Assurant UM managing director Chris Woolnough

Tesco Mobile has announced its festive deals to help customers spend less on devices during the Christmas season.

iPhone deals  

• The iPhone 13 128GB with Airpods Pro for £36.99 (regular price £44.49) – saving customers £270, including 12GB data, unlimited minutes and texts. 
• The iPhone 11 64GB with Airpods for £29.99 (regular price £36.99) – saving customers £252, including 12GB data, unlimited minutes and texts. 

 Samsung deals

• The Samsung Galaxy A53 5G + Tab A8 WiFi Bundle for £24.99 (regular price £35.49) – saving customers £378, including 12GB data, unlimited minutes and texts. 
• The Samsung Galaxy A13 + Chromebook 4 Bundle for £18.99 (regular price £22.49) – saving customers £126, including 3GB data, unlimited minutes and texts. 
• The Samsung Galaxy A23 5G for £17.99 (regular price £25.49) – saving customers £270, including 12G data, unlimited minutes and texts. 
• The Samsung Galaxy S22 + 5G for £29.99 (regular price £47.49) – saving customers £630, including 12GB data, unlimited minutes and texts. 
• The Samsung Galaxy Z Flip3 for £29.99 (regular price £44.99) – saving customers £540, including 12GB data, unlimited minutes and texts. 

SIM Only deals 

• £14.00 for 24 months (regular price £17.50) – saving customers £84, includes 100GB data, unlimited minutes and texts. 
• £11.00 for 24 months (regular price £12.50) – saving customers £36, includes 30GB data, unlimited minutes and texts.