The most common mobile network complaints (and what to do about them)

A third of mobile phone users have experienced problems with their network provider in the past year, according to the latest Which? mobile network satisfaction survey. 

The results of a survey of 3,739 mobile customers found the following common grievances: consistently poor phone signal, price increases, receiving unwanted marketing communications and poor customer service. 

Among the UK's biggest providers, Three and Lycamobile were most likely to have had customers experiencing a problem in the past 12 months. Read on to discover the biggest issues and if you're affected, how to solve them.

Don't put up with poor performance from your mobile provider. Read our round-up of the best and worst mobile networks to see which came out on top.

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1. Signal and network issues

Problems with signal and network connection were reported by 17% of mobile users, with their complaints focused on three main issues:

• Consistently poor phone signal
• Continuous but brief network dropouts
• Network outages that have lasted more than a whole day

The solution: complain about poor mobile network service

There may be a condition in your contract saying you can leave it without penalty if you have been without service for a certain amount of time, as this would mean the provider has failed in its obligations to you. You may be entitled to a refund, depending on the circumstances, or in extreme cases, an additional credit. If you suffer from consistently poor service, contact your provider and see if they can resolve or improve any specific issues. 

Ofcom recommends following the provider’s formal complaints procedure if you are unhappy with how long they are taking to fix problems, or fail to do so in the time promised. You can complain to an independent alternative dispute resolution (ADR) scheme if your problem remains unresolved after eight weeks. 

You will need to ask your provider for a ‘deadlock’ letter, which is used to refer your dispute to the relevant ADR scheme. The regulator Ofcom has approved two ADR schemes: CISAS and Ombudsman Services: Communications. Additionally, if you have experienced faults or delayed repairs, you should fill out Ofcom’s short monitoring form. Individual complaints are not investigated, but can highlight particular problems that may be looked into.

A possible solution to poor mobile signal is to use wi-fi calling, if your home or workplace has a strong wi-fi connection, as your phone will use this instead of mobile signal. You may need to turn on wi-fi calling in Settings on your device, and it is not available with all networks.

If you continue to have poor phone signal or network issues, try switching mobile provider, as a different network could be more reliable in your area. This doesn't mean you need to switch to one of the big four, as smaller networks use the same infrastructure. 

Once you've assessed your options, use Which? Compare to find the latest mobile and Sim deals.

2. Unwanted Marketing

A complaint from 6% of customers was that they receive unwanted or irritating marketing communications from their provider. This includes any contact such as phone calls, texts and emails.

The solution: opt out and block communications

If you keep being contacted and don’t want to be, check your account page online or through your provider app. Make sure you have opted out of marketing communications. 

Alternatively, try blocking any phone numbers that frequently call or text you. You should be able to do this by going to your phone dialler app, tapping and holding a number and adding to a blocklist.

3. Price increases

Consumers frequently complain about their mobile provider increasing prices, with 6% believing their raise was unexpected or unreasonable. 

If you're stuck in a contract cycle year after year with one provider, you could also face multiple years of price increases. This is a particular problem during times of high inflation, such as now.  

This year, many of the major mobile providers are increased their prices. For example, the price of O2 contracts increased by 8.8% (Retail Price Index inflation rate 4.9% plus 3.9%), while the rest of the big four networks (EE, Vodafone and Three) increased by them by 7.9% (Consumer Price Index inflation rate 4% plus 3.9%). 

Fortunately, after the success of our Right to Connect campaign, Ofcom is planning to ban above-inflation price rises mid-contract. Instead, providers will have to inform customers at the start of the contract exactly how much it will increase by, in pounds and pence. 

The solution: switch and save, and get savvy with your bills

Switching from a contract to a rolling Sim-only deal can protect you from inflation, as these deals tend not to increase as significantly. If they do increase, it’s far easier to switch to a cheaper option than it is to exit a contract.  

If you are struggling with the cost of your mobile phone bill, contact your provider and see what they can do to relieve the financial pressure. The telecoms industry has acknowledged the current cost-of-living problems facing many people. Mobile providers have been working with the government to find ways to help consumers.

There are also plenty of ways you can cut costs by keeping an eye on various expenses – our guide to 10 ways to save money on your mobile phone bill has a range of ideas on how to cut costs and protect yourself against price increases. You can also read about the various mobile provider perks that can save you money.

4. Customer service

Our survey revealed that customer service was an issue for mobile users, with 5% experiencing problems in the past year. Complaints about customer service include:

• Problems resolving queries or complaints
• Difficulty contacting them with issues, such as a long call-waiting time or being sent round different departments
• Problems with online account management such as logging onto provider’s website or unclear online billing
• Not being updated on the progress of a complaint
• Vulnerabilities, such as disability or bereavement, not adequately being taken into account
• Couldn't get in touch in the way they wanted, such as speaking to a real person

Your opinions on customer service are an important part of our survey. Read our guide to the best and worst UK mobile networks to find out how 16 different providers were rated on their customer service, value for money and other aspects. 

The solution: switch networks for better performance

Don’t let misplaced loyalty or a fear of switching networks leave you stuck with inadequate performance from your provider. Our survey found that a third (33%) of customers had not changed their provider for more than six years. For the Big Four providers, the number of long-term loyal customers is usually even higher: EE 47%, Vodafone 44%, O2 43%, Three 30%. 

Despite this, these providers are regularly being out-performed by smaller networks, whose customers are more inclined to switch providers, looking for low-cost deals and better services.   

Ultimately, if you’re not getting a good service from your provider, you should switch. Switching provider is easier than ever, our guide on how to switch mobile provider explains the steps.

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