The "big three" mobile networks are "worse than Britain," as research shows that smaller rivals get better results

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The "big three" mobile networks are "worse than Great Britain", as research shows that minor rivals get better results in terms of customer service and value for money

  • The three largest mobile operators in the UK fail to offer satisfactory customer service
  • One customer out of five Vodafone (18%) reported poor customer service
  • Even EE, the UK's largest mobile network, continues to be among the worst
  • While 10% of O2 customers stated that the company offered low value for money

The three largest mobile operators in the UK fail to offer their customers satisfactory service despite the fact that they often cost more than their smaller rivals, a watchdog has noted.

Vodafone was judged to be the worst network in the country in Which? Mobile satisfaction survey after managing only one-star ratings for customer service, value for money and technical support.

One customer out of five Vodafone (18%) reported poor customer service, including complaints handling and how the applications were handled, while 13% said that the company's technical support was poor and 19% assessed as poor value.

Even EE, the UK's largest mobile network, continues to rank among the worst suppliers, with 13% of its customers considering it a poor value for money, and only a quarter (27%) gives it a good rating or excellent for support technicians.

Even EE, the UK's largest mobile network, continues to be among the worst

Even EE, the UK's largest mobile network, continues to be among the worst

About 10% of O2 customers stated that the company offered low value for money.

Three achieved the highest score among the customers of the "big four" networks for the fourth consecutive year, despite having obtained average scores in most of the categories.

However, 80% of the three customers rated their supplier as an excellent value for money.

Of the 13 suppliers included in the survey, customers have mostly evaluated smaller "virtual networks" – those that rent the spectrum from the major operators – more highly, with which ones? finding that they were usually less expensive for both sim-only contracts and certain contracts.

Offers for Sims only averaged 31% – or more than £ 3 a month – more expensive with one of the four largest providers compared to one of the smaller virtual networks.

The average monthly price of the combined contract for an iPhone XS was 18% or £ 10 more expensive with Vodafone, O2, EE and Three.

Good score: however, 80% of the three customers rated their supplier as an excellent quality / price ratio

Good score: however, 80% of the three customers rated their supplier as an excellent quality / price ratio

Which? chose giffgaff as a popular supplier among its customers, with 80% paying less than 10 pounds for its sim-only contract and 95% evaluating the company as good or excellent on the relationship quality price.

Starting in July, all mobile customers will be able to switch providers with a text message and companies will be prohibited from charging for periods prior to the date of the switch, a practice that is currently costing those who have been caught at pay old and new services at the same time around £ 10 million in total each year.

Natalie Hitchins, which one? head of products and services for the home, said: "The continuation of the smaller realm of networks compared to the big players goes to show exactly how important customer support is and the value for money for mobile users.

"If you plan to pay too much or not get the level of service you expect from your supplier, you should look for a better deal – you may find yourself saving a bit of money and probably also a lot of pain."

Vodafone said: "We regret that which members are not as happy as they could be with our service and are working hard to understand the problem and what we can do more."

A spokeswoman for EE said: "We are ranked among the best by OpenSignal for mobile experience in the UK, supported by other independent reports by Ofcom and RootMetrics. The latest data from Ofcom also shows that EE receives the lowest number of complaints in the mobile telephony sector, since we have continued to invest in the best customer service in the United Kingdom. "

Which? interviewed 6,135 members in February.

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