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Monday, June 30, 2014

EE tops Ofcom's mobile phone complaint list

Ofcom has published the volume of complaints made against mobile phone network operators, fixed-line phone providers, broadband companies and pay TV services between January and March 2014. It’s the regulator’s thirteenth quarterly report of complaint data.

The total volume of telecoms and pay TV complaints made to Ofcom increased slightly in Q1 2014, with complaints about landline, broadband and mobile pay-as-you-go services up slightly from the previous quarter. Mobile ‘pay monthly’ and pay TV complaints remained at the same level as in Q4 2013.

Unlike previous reports, figures from EE’s three brands - EE (4GEE), Orange and T-Mobile - are now being combined. Ofcom says this reflects EE’s consolidation of the brands following the merger of Orange and T-Mobile.

Ofcom received the highest proportion of complaints about ‘pay monthly’ mobile telephone services from EE customers during Q1 2014. There were 0.12 complaints per thousand customers, which is around twice the industry average. Virgin Media was second-highest, with  0.07 complaints per 1,000 customers.

For the first time since Ofcom began publishing complaints data in April 2011, the company generating the fewest ‘pay monthly’ complaints wasn’t O2. Instead, Three UK performed best, generating 0.04 complaints per 1,000 customers).

Claudio Pollack, Director of Ofcom’s Consumer Group said: “Publishing complaints data is a key part of our work to provide useful comparative information for consumers, and drive improvements in quality of service across the communications sector. The report highlights the performance of providers relative to each other. This is valuable information that consumers may wish to consider alongside other factors such as price and availability, for example, when choosing a provider”.

TalkTalk generated the highest proportion of fixed-line complaints during the first quarter of 2014, EE generated the most complaints for fixed-line broadband and BT TV had the highest proportion of pay TV complaints.

[Telecoms and Pay TV Complaints Q1 2014 (pdf)]

Mobile telephone (pay monthly) complaints per 1,000 customers, January 2012 – March 2014

Mobile telephone (pay monthly) complaints per 1,000 customers, January 2012 – March 2014

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Opinion Articles

Carnival of the Mobilists #234

Mark Bridge writes:

Welcome to TheFonecast.com for this week’s Carnival of the Mobilists, an itinerant online publication that contains the best mobile-focussed writing from the previous seven days.

The summer holidays may have reduced the quantity of online commentary for Carnival #234… but the quality remains unaffected.

Author: The Fonecast
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Everything you need to know about smart metering in the UK

In recent months there’s been a lot of talk about smart metering and the wider subject of machine-to-machine communications. With well over 100% penetration of mobile phones in the UK, the promise of machines exchanging information over the mobile network offers operators a new opportunity for growth.

To explain more about the technology and the potential, we invited Ross Catley to join us for this week’s edition of The Fonecast. Ross has worked in the utility & telecommunications industries and is now a consultant who advises on smart metering.

Here’s an edited transcript of our interview.

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Wholesale Application Community (WAC) – Mobile Networks Respond to Apple

James Rosewell writes:

Mobile network operators have responded en-masse to the success of Apple’s App Store. Apple should be very concerned. The Wholesale Application Community (WAC) has been formed as a corporate entity today with representation from AT&T, China Mobile, Deutsche Telekom, France Telecom, GSMA, KT Corporation, NTT DOCOMO, SK Telecom, Smart Communications, SOFTBANK MOBILE Corp., Telecom Italia, Telefónica, Telekom Austria Group, Telenor, Verizon and Vodafone. Not many major Mobile Network Operators (MNO) are missing from the list.

Author: The Fonecast
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Apple's quarterly results: bloodbath or brilliance?

Mark Bridge writes:

They were a proud race. Proud of their individuality. Proud of the simple yet high-tech environment they inhabited.

But their population wasn’t growing as quickly as it had. They weren’t dying out – far from it, because they were committed to the cause – but there weren’t as many bright new faces as there’d been before. And now the Others were moving closer.

Yes, they’d done their best to resist the Others. They’d tried moving into new areas; not running away but expanding. It seemed to work. A new generation – a new race, some said – had been born. Different, yet the same. So why did they still feel as though the Others were getting dangerously close?

That’s not the opening of the worst science-fiction novel of all time. It’s the place where some people think Apple finds itself at the moment.

Author: The Fonecast
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Why Facebook is a friend of anonymity

Mark Bridge writes:

Mention 'anonymity' to anyone these days and it's pretty likely they'll start talking about Facebook. Maybe Google Street View, maybe RF chips in passports... but probably Facebook.

This 'over sharing' of personal information is a far cry from the situation a few years ago. Once, no-one on the internet really admitted who they were. That New Yorker cartoon - "Nobody knows you're a dog" - wasn't far off the truth. You couldn't tell a dungeonmaster from a librarian when they were online.

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