Britain’s largest mobile network operators are being outmanoeuvred by their smaller competitors when it comes to customer service, according to an annual survey by consumer watchdog Which?
Three, O2, and Lycamobile emerged as the lowest-performing networks among over 5,000 mobile users surveyed, achieving customer scores of 65 per cent, 67 per cent, and 68 per cent respectively.
Three, in particular, received a dismal two-star rating across all categories, including crucial aspects like network reliability and technical support, the consumer group found.
O2 fared little better, securing only two stars for both value for money and customer service. This comes shortly after the provider implemented annual price increases, raising monthly charges from £1.80 to £2.50 for all its subscribers.
While Lycamobile managed a four-star rating for value, it mirrored its rivals with two stars in every other service area.
Even major players like EE and Vodafone, with scores of 74 per cent and 72 per cent respectively, were described by Which? as “stuck in the middle to lower reaches of the table”.
Talkmobile topped the rankings with a customer score of 83 per cent, followed by Tesco Mobile on 81 per cent, with both impressing customers with their network reliability, customer service and value for money.
Other top-rated networks included Giffgaff and Smarty, which both received a score of 79 per cent, driven by their flexibility and affordable Sim-only deals.
Lebara and 1pMobile both achieved a score of 78 per cent, with customers praising 1pMobile’s network reliability and value for money and Lebara earning five stars for value for money.
According to the survey, respondents using one of the ‘big four’ – EE, O2, Three and Vodafone – paid an average of £16 for a Sim-only contract, compared with just £9 on smaller networks.
For contracts including a phone, users paid an average £40 with the ‘big four’ compared with £28 with smaller providers.
Many smaller firms use the infrastructure of the ‘big four’, meaning customers often receive the same signal and coverage.
Which? head of home products and services, Natalie Hitchins, said: “Our latest research shows that smaller providers are consistently outshining the industry’s largest mobile firms by offering better customer service and far cheaper deals.
“Many top-rated challengers avoid mid-contract price hikes, offering households struggling with the cost of living much-needed certainty.
“Any customers nearing the end of their contract who are unhappy with their service, or simply looking to save money, should not hesitate to vote with their feet and move to a provider that actually delivers on value.”
