Mobile phone users say the UK's biggest networks are letting them down on value for money and customer service, a study by consumer champion Which? has revealed.
O2, EE, Vodafone and Three were ranked lower by users on both fronts than lesser-known rivals. This is despite the smaller virtual networks using the same masts and other infrastructure as the "Big Four" rather than running their own services.
Three scored the lowest of the Big Four and received the lowest rating of any network for reliability. Nearly half (45%) of Three users experienced problems in the past year compared to three in ten (29%) across all mobile network customers surveyed. Virtual network Smarty uses the same infrastructure as Three but came first in the table with five out of five for value for money.
The largest UK network, EE, came 11th out of the 16 providers analysed with users reporting mediocre customer service, technical support and value for money. The network’s download speeds were the only category to gain it a four-star rating.
The Big Four providers currently service three quarters (76%) of customers in the UK, according to Ofcom. But Which? say the flexibility of virtual networks keeps mobile costs down and could better support consumers facing a household budget squeeze. Their customers pay on average almost £10 a month less than Big Four customers across all contract types.
Natalie Hitchins at Which? said: “The vast majority of mobile users are with one of the Big Four providers, but our research suggests consumers could save money during the cost-of-living crisis and get better service by switching to one of the networks challenging their dominance.
“Anyone looking for a reliable carrier that offers a flexible contract and good value for money should consider one of the virtual networks, who continue to outperform the Big Four year after year.”
Which? said customers of the Big Four experienced price hikes of up to 11% but remained the most loyal, with more than half of EE, O2 and Vodafone users being with the provider for more than five years. Experts warn these longer-staying customers are likely to be paying more than they need to for their phone contract.
Which? suggests challenger providers have an edge over bigger players by focusing on rolling monthly sim deals over phones with lengthy contracts.
An EE spokesperson said: “EE customers enjoy being part of the UK’s biggest and fastest network with more 5G coverage than any other provider. EE has been named the UK’s best network for the past eight years by RootMetrics. We provide the best customer service across the industry reflected in the most recent Ofcom complaints data." Three and O2 were contacted for comment.
Mobile phone providers rated
1 Smarty
2= Giffgaff
2= Plusnet
2= Tesco
5 Voxi
6 Sky
7 iD Mobile
8= Lebara
8= O2
10 Vodafone
11 EE12 Virgin
13= BT Mobile
13= Three
15 Asda
16 TalkMobile
For more stories from where you live, visit InYourArea.
