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 4,153 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, BT Mobile 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 35% of mobile users, with their complaints focused on three main issues:

• Consistently poor phone signal
• Network coverage dropouts in certain areas
• 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.

There are various ways you can try to improve mobile reception, such as 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. 

Use our mobile quality map to find out how reliable coverage is for each network in different post code regions. 

2. Unwanted Marketing

A complaint from 8% 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, or adjust settings to receive them in the manner you prefer. 

Alternatively, you could 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. Be aware that if it is your provider calling you, doing this may block them entirely from contacting you in the future. Find out more about blocking annoying phone notifications.

3. Price increases

Consumers frequently complain about their mobile provider increasing prices, with 7% 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.

Although inflation and percentage based mid-contract prices increases are now banned, the big networks (EE, O2, Three, Vodafone) have switched to using increases outlined in pounds and pence. This is better as customers know exactly how much their contract will increase by across its duration, but it still creates rising bill pressures for customers.

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 price rises, 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're with a 'big four' network - EE, O2, Vodafone or Three (recently merged to VodafoneThree), you're especially likely to be able to save. Plus our survey shows that customers of smaller providers are generally more satisfied with a better service, as well as making a saving. Our Sim-only deals page reveals our expert pick of the best deals today.

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 cost-of-living problems are faced by many people. Mobile providers have worked 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.

4. Customer service

Our survey revealed that customer service was an issue for mobile users, with 6% 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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