News Articles

Thursday, October 17, 2013

ASA upholds complaint against EE for T-Mobile UK coverage maps

The Advertising Standards Authority has upheld a complaint against EE after a customer complained about the accuracy of its T-Mobile UK online coverage maps.

After entering his home postcode into the web site, the customer saw that coverage was shown as ‘excellent’. However, in reality he had no mobile phone signal indoors and only a poor signal outside.

T-Mobile said its internal records didn’t show any problems with coverage at the customer’s postcode and pointed out that the coverage map stated ‘This map is only a guide and not a guarantee of service availability in a particular location’. Following the complaint, it sent engineers to the customer’s postcode and found that most coverage in that area was excellent although less than 2% of the area did have poorer coverage.

Upholding the complaint, the ASA noted that language used on the web site for coverage results was not conditional and considered that consumers would expect ‘excellent’ coverage in the postcode shown. Although it acknowledged T-Mobile had referred to factors that might affect coverage, it considered the online service didn’t make this clear enough.

As a result, the ASA ruled that the T-Mobile web site had breached the Committee of Advertising Practice (CAP) rules on misleading advertising, substantiation, qualification and exaggeration.

[ASA adjudication]

Print
Author: The Fonecast
0 Comments
Rate this article:
No rating

Categories: Networks and operators, NewsNumber of views: 3182

Tags: advertising uk t-mobile legal ee

Leave a comment

Name:
Email:
Comment:
Add comment

Name:
Email:
Subject:
Message:
x

Follow thefonecast.com

Twitter @TheFonecast RSS podcast feed
Find us on Facebook Subscribe free via iTunes

Archive Calendar

«May 2021»
MonTueWedThuFriSatSun
262728293012
3456789
10111213141516
17181920212223
24252627282930
31123456

Archive

Terms Of Use | Privacy Statement