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Which?: Three largest mobile networks "provide poor service”

O2, EE and Vodafone rank at the bottom of consumer lobby group Which?’s annual mobile networks customer survey.

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The UK’s three largest networks came bottom of a survey of 6,135 Which? members on a range of factors including customer service and value for money. Virtual network provider Giffgaff came top of the poll, ahead of Utility Warehouse and Plusnet Mobile.

 

Vodafone was rated the worst network in the country after one-star ratings for customer service, value for money and technical support. One in five Vodafone customers said that customer service, including complaints handling and the way their queries were dealt with, was poor.

 

Vodafone said it is “determined to provide customers with the best possible mobile service”.

“We are working hard to understand the issue and what more we can do,” it added.

 

Only a quarter of EE customers said they had received good or excellent service for technical support (27 percent), and less than half said the same about ease of contact and customer service.

 

O2 customers were also unhappy with the value for money they were getting, with one in ten rating it as poor.

 

Natalie Hitchins, Which? head of home products and services, said: “The continuing reign of smaller networks over the big players goes to show exactly how important customer support and value for money are to mobile users.

 

“If you think you’re paying too much or are not getting the level of service you expect from your provider, you should shop around for a better deal – you might find you save yourself some money and probably a lot of grief, too.”

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