Mobile coverage problems mounting in the UK

If there is one thing that mobile users find very frustrating, it is insufficient coverage or the lack of it and this problem is really developing into a major one in the UK.

What’s more, mobile subscribers in the UK are also not being properly guided on how to get out of the clutches of a mobile service provider should they face these problems regularly and wish to cancel their subscription. This rather startling fact has emerged out of a study done in the UK market.

Through mystery shopping techniques, the Communications Consumer Panel discovered that more than fifty per cent of mobile subscription buyers were not given the correct guidance and information about all aspects of the service.

It was also discovered that only certain mobile service providers allowed cancellation of subscription due to coverage related issues and some just did not entertain such requests.

After this finding, the panel has instructed mobile service providers to be more transparent and consistent in their information dissemination process.

In fact, Anna Bradley, who chaired the panel meeting, was of the opinion that consumers should be provided with all relevant information in a simple manner so that they know what they are getting into especially considering the fact that they cannot cancel a subscription for up to two years as per certain contracts of mobile service providers.

The panel according to her is mooting for a 14 day period that should be allowed by the mobile company to subscribers who may wish to cancel upon experiencing coverage issues.

This period is often inconsistent currently and each mobile company is following its own time period of allowing cancellations and the differences are quite stark.

Excepting Orange, most of the other mobile companies did allow for some grace period for its customers.

Virgin Mobile provided a window of 28 days to its subscribers as compared to 14 days allowed by 02 as well as by Tesco Mobile and 7 days allowed by operators like Vodafone as well as T-Mobile.

It was only 3 that emerged as the most customer friendly company as it has not fixed any time limit for cancellations because of coverage problems. Moreover, only about 4% of its customers complained about insufficient information being given by the company.

The 3 spokesperson admitted that since it is not possible to have flawless coverage in all parts and because they were still in the process of adding to their network, they had this policy.

In sharp contrast, Orange does not allow any of its subscribers to cancel subscription because of poor coverage quality.

They defended their policy saying that a handset once purchased becomes secondhand and cannot be accepted back again under any refundable or money back arrangements.

They prefer to deal with genuine issues on a case by case basis and say they are flexible in accommodating requests from customers who have experienced severe problems of coverage on a consistent basis.

The study also revealed that point of sale stores were also quite unsure about the policies in force of various companies and could not give definite answers.

One of the stores Carphone Warehouse was factually incorrect in saying that T-Mobile did not have a policy for handling cancellations whereas Phones 4U also erred in mentioning that Orange had a policy for permitting cancellations.