Three UK consumer losses also continued, although churn improved by 1.7 percentage points year-on-year, supported by what Vodafone described as a “best-in-class customer experience.”

The newly combined VodafoneThree business now serves more than 28 million customers, making it the biggest mobile network operator in the UK. Vodafone said integration has progressed quickly, with spectrum and network sharing already activated for 28.6 million customers who can now seamlessly use both networks.

Vodafone said its UK mobile performance remained commercially resilient in the third quarter of FY26, even as underlying service revenue declined slightly due to tough prior-year comparisons and the after-effects of major business contracts.

The operator reported a 42.8 per cent increase in mobile service revenue in the UK, driven primarily by the consolidation of Three UK following the completion of the merger on 31 May 2025. Oorganic mobile service revenue fell 1.8 per cent, reflecting strong comparative performance in both Business and Wholesale segments during the prior year.

Overall UK service revenue rose 31.1 per cent to £1.72 billion, while total revenue climbed 30.9 per cent to £2.12 billion. The company reiterated that the organic decline of 0.5 per cent had been expected.

Sub-brands VOXI and SMARTY added 38,000 customers in Q3, signalling continued momentum in value-focused propositions.

Upgrades

The company has modernised over 8,000 radio sites and eliminated 16,500 km² of partial coverage areas, while seven million Three and SMARTY users have seen 4G speeds improve by up to 40 per cent through combined spectrum.

Mmulti-brand 

Vodafone is pursuing a multi-brand consumer strategy spanning Vodafone, Three, VOXI, SMARTY and Talkmobile. In November 2025, it launched the “Vodafone Together Family” proposition, allowing households to bundle mobile and broadband services alongside security features via Vodafone Secure Net.

While the quarter showed pressure in enterprise revenue — Vodafone Business service revenue fell 4.3 per cent, or 5.4 per cent organically — the drop was attributed mainly to a previously flagged one-off project booked in the prior year.

Convergence

Although the focus remains on mobile, Vodafone pointed to strong broadband momentum as part of its convergence strategy. The operator added 64,000 broadband customers in the quarter and now has the capability to serve 22 million households with gigabit speeds. It also added 11,000 fixed wireless access customers, reported within the mobile segment.

Integration

At group level, Vodafone said the UK integration is “progressing well and firmly on track,” reinforcing expectations that the business will help support delivery at the upper end of FY26 guidance.

The UK now accounts for 23 per cent of group service revenue, underlining its strategic importance as Vodafone seeks to extract synergies from the merger while stabilising underlying growth.

Despite the short-term organic softness, the scale benefits of the Three combination alongside network improvements and brand-led customer strategies position Vodafone to compete more aggressively in an increasingly converged UK telecoms market.

UK mobile users enjoyed a strong year for mobile connectivity in 2025, with EE and Three emerging as joint leaders for overall mobile internet performance, .

Three was the clear 5G leader, achieving an average download speed of 234.28Mbps and the highest 5G nPerf score at 104,060 points. Vodafone ranked second for 5G performance, while EE and O2 followed behind. Three also led 5G upload speeds at nearly 30Mbps, strengthening its position for data-heavy and latency-sensitive services.

EE delivered the strongest web browsing and video streaming performance, with browsing success rates of 69.65 per cent and YouTube streaming scores of 76.51 per cent. Three followed closely on both measures, reinforcing the tight competition between the two operators for overall quality of experience.

The report is based on millions of real-world tests conducted throughout the year and measured steady improvements in download speeds, upload performance and latency.

EE topped the overall rankings with an nPerf score of 86,470 points, closely followed by Three on 84,993 points. Both operators recorded average download speeds above 110Mbps, well ahead of Vodafone on 74.56Mbps and O2 on 44.07Mbps. The UK market average nPerf score stood at 78,222 points, reflecting increasingly competitive performance at the top end of the market.

Latency and upload performance were key differentiators for mobile voice and real-time communications, Three had the lowest average latency iat 35.31ms, giving it an edge for VoIP calling, video conferencing and online gaming. EE followed with 36.43ms. Vodafone lagged behind on 43.72ms. O2 sat mid-table at 37.56ms.

Three led upload speeds at 16.50Mbps, ahead of EE on 15.77Mbps. Vodafone averaged 11.88Mbps, while O2 trailed at 8.22Mbps. nPerf noted that Three’s upload advantage translated into a more consistent experience for two-way services such as video calling and live streaming.

nPerf said the findings reflect intense competition among the UK’s leading mobile networks, with EE and Three offering “complementary strengths” across speed, latency and quality-of-experience indicators. For consumers and business users alike, the results point to increasingly reliable mobile voice quality, smoother video calls and faster mobile broadband particularly where 5G coverage is available.

The study analysed performance during both busy evening hours and quieter periods, ensuring results reflect real-world network congestion as well as peak capability. Only national operators with more than five per cent test share were included.

READ FULL REPORT HERE

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. 

Only 3,000 of Three’s 16,000 network masts, were 3G only. These were not only upgraded to 4G and 5G; the software of many were also upgraded with Multi-Operator Core Network technology. This enables Vodafone customers to use their signal – a key initial phase of VodafoneThree’s plan to build the UK’s best network.

The milestone makes Three the latest UK mobile network operator to fully retire 3G as part of the transition to 5G The operator confirmed that all 3G services are now offline, with customers instead served by its 4G and 5G networks.

Three first announced plans to withdraw 3G services several years ago to re-farm spectrum to improve network performance and support growing demand for faster data services. The move frees up spectrum that can now be redeployed to 4G and 5G,.

The change is expected to be seamless for practiacally all customers . Three said that most devices on its network already support 4G calling) and mobile data, Customers still using older, 3G-only handsets will need to upgrade.

The government has acked operators’ plans to retire legacy networks, arguing that maintaining multiple generations of technology is costly, inefficient and environmentally unsustainable.

Three’s move follows similar actions by other UK networks, with Vodafone and EE already well advanced in their own 3G shutdown programmes. The focus for operators now shifts to ensuring customers are fully migrated and accelerating investment in next-generation networks.

]]> https://mobilenewscwp.co.uk/news/article/three-3g-network-shuts-down-for-good/feed/ 0 https://mobilenewscwp.co.uk/news/article/competition-appeal-tribunal-rules-class-action-over-handset-airtime-costs-can-proceed/ https://mobilenewscwp.co.uk/news/article/competition-appeal-tribunal-rules-class-action-over-handset-airtime-costs-can-proceed/#respond Mon, 17 Nov 2025 12:09:28 +0000 https://mobilenewscwp.co.uk/?p=179288 The Competition Appeal Tribunal (CAT) says proceedings can go ahead against Vodafone, EE/BT, Three and O2 over alleged overcharging to mobile customers on combined handset-and-airtime contracts.

The case now moves toward trial. Combined claims could ultimately involve tens of millions of UK mobile customers and run into billions in alleged damages.

The ruling is a mixed outcome for the operators. All pre-2015 claims have been struck out, but the core case covering post-2015 conduct will proceed to a full trial. But it ruled that all pre-2015 claims have lapsed.

The applications, brought by proposed class representative Justin Gutmann, allege that the networks abused dominant positions in their respective retail mobile markets.

The claims focus on customers on combined handset and airtime (CHA) contracts who continued paying the same bundled monthly charge after their minimum term expired, despite having repaid the cost of the device.

Gutmann argues that this continued charging, above the equivalent SIM-only price, amounts to an unlawful “loyalty penalty”.

ispute

The case stems from longstanding concerns raised by consumer groups and Ofcom over bundled mobile contracts. Ofcom has repeatedly criticised operators for failing to reduce prices for out-of-contract customers and has introduced rules requiring providers to notify customers at contract expiry and offer SIM-only alternatives.

Gutmann’s case argues that millions of customers overpaid for years and that operators should have automatically switched them to SIM-only pricing once handsets were fully paid off. The four collective claims were filed two years ago under the Competition Act’s post-2015 class actions regime.

Claims before 1 October 2015 struck out

All four operators jointly applied to strike out claims relating to losses before 1 October 2015. They argued that such claims were time-barred under the Competition Appeal Tribunal Rules 2003, which imposed a two-year limitation period for claims arising before that date but filed later.

Gutmann countered that the 2003 Rules applied only to follow-on cases and that ordinary domestic limitation rules should govern standalone claims.

The Tribunal rejected this argument. It held that the transitional provisions in the 2015 Rules explicitly preserved the effect of rule 31 of the 2003 Rules. As a result, any standalone claims for losses occurring before 1 October 2015 were already out of time when proceedings were issued in November 2023. The Tribunal therefore struck out all pre-2015 claims.

Operators fail to strike out 2015 to 2017 claims

A second strike-out application, brought by Vodafone, EE/BT and Three, targeted losses said to have occurred between 1 October 2015 and 8 March 2017. The operators argued that customers could reasonably have discovered any alleged overcharging before November 2017, meaning the six-year limitation period had expired.

The Tribunal refused this Second Period Application. It found that the operators had filed the application without disclosing actual contract terms or customer communications. Without that evidence, the Tribunal could not conclude that customers were sufficiently on notice of a potential competition claim at an earlier date. The issue will therefore need to be tested at trial.

Fnding arrangements

The Tribunal also approved Gutmann’s Collective Proceedings Orders (CPOs), finding that the proposed class definition, which covers customers who continued paying more than the applicable SIM-only price after minimum-term expiry, was sufficiently clear.

Operators challenged Gutmann’s litigation funding arrangements, questioning whether the funder could support the case. The Tribunal dismissed the challenge, finding no evidence that the funder would be unable to meet its obligations and rejecting additional concerns raised after publication of the funder’s financial statements.

The four actions will now move into detailed case management and disclosure.

Transcript of full ruling HERE

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.

However, its fixed broadband base grew by 44,000, expanding gigabit coverage to over 20 million UK households.

The company reported subdued organic growth in its UK operations as it begins consolidating the newly merged entity, VodafoneThree, which now serves 28.8 million customers.

Mobile service revenue rose 19.6 per cent year-on-year to £1.06 billion on a reported basis, though organic growth slowed to just 0.4 per cent. Vodafone attributed the weaker growth to reduced pricing benefits and a lower average revenue per user (ARPU) due to the customer mix brought in from Three.

Fixed service revenue increased by 3.1 per cent to £337 million, with organic growth of 2.7 per cent, driven by strong performance in the consumer segment.

Vodafone Business service revenue declined by 0.8% to £440 million, reflecting planned contract exits and lower ARPU.

Total UK revenue rose 14.5 per cent year-on-year to £1.64 billion, largely due to the inclusion of Three UK’s financials following the merger completion on May 31. Reported service revenue grew by 15.2 per cent to £1.40 billion, though organic service revenue growth slowed to 0.9 per cent, down from 3.1 per cent in the previous quarter.

Within two weeks of launch, spectrum sharing led to a 40 per cent increase in 4G speeds for seven million customers, with further improvements in coverage expected by year-end.

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 trial boosted 5G speeds, reaching up to 520 Mbps and is part of a government-backed project called SCONDA, which explores smarter, more efficient ways to build mobile networks.

Three will now expand the trial from 18 to 34 small mobile sites across Glasgow city centre.

SCONDA (Small Cells in Open RAN Dense Area) is a collaboration between Three UK and several technology partners, with support from Glasgow City Council and funding from the UK Government’s Department for Science, Innovation and Technology.

Iain Milligan, Chief Network Officer at Three UK, said:
“This is the UK’s first Open RAN trial to address the real-world complexity of a dense urban environment. Urban deployments present a different set of technical and operational challenges compared to rural areas. We’ve had to integrate legacy systems, manage security layers, and adapt to evolving software—all while delivering measurable improvements for customers. The results are encouraging and lay a strong foundation for scaling and optimising Open RAN in cities.”

]]> https://mobilenewscwp.co.uk/news/article/three-uk-glasow-open-ran-trial-doubles-data-speeds/feed/ 0 https://mobilenewscwp.co.uk/news/article/three-glow-tv-ad-campaign-shines-light-perks/ https://mobilenewscwp.co.uk/news/article/three-glow-tv-ad-campaign-shines-light-perks/#respond Fri, 16 May 2025 07:05:40 +0000 https://mncwp.tailrd.cloud/three-glow-tv-ad-campaign-shines-light-perks/ Three UK has a new brand campaign titled ‘Glow’ to promote perks and rewards, such as discounted cinema tickets, £1 coffees, and flexible handset upgrades.

Three UK has a new brand campaign titled ‘Glow’ to promote perks and rewards, such as discounted cinema tickets, £1 coffees, and flexible handset upgrades.

The ‘Glow’ ad will roll out across multiple channels, including TV, out-of-home (OOH), digital OOH, radio, and Three’s retail and digital platforms. The campaign aims to reinforce Three’s position as a network that rewards loyalty and enhances everyday life.

Three  says the strategy behind ‘Glow’ is to “bring to life the real joy and tangible benefits of being a Three customer,” with a focus on building emotional connection and engagement across both physical and digital spaces.

The TV ad opens at a bus stop, where a radiant light emanates from a Three customer who has redeemed a £1 coffee using the Three+ rewards app. The “glow” symbolises the satisfaction customers feel, catching the attention of everyone around her and sparking curiosity about the benefits of switching to Three.

An original soundtrack was composed for the campaign, which also features a teaser cameo from TikTok comedian and actor Henry Rowley, who will appear in a broader social media push supporting the campaign.

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