Mobile network EE says it’s going to move its telephone-based customer service operation back to the UK and Ireland by the end of this year.
In addition, the network has confirmed its commitment to improving 4G coverage, aiming to reach 95% UK geographical coverage by 2020. Current EE coverage is 60% of the UK landmass.
Ofcom has fined Three UK £250,000 for failing to comply with its rules on handling customer complaints.
The communications regulator found Three had closed some complaints without ensuring they were fully resolved and had failed to log other customer calls as complaints. As a result, Three hadn’t made these customers aware of their right to independent dispute resolution.
Customers who paid in advance for an iPhone 6 from Phones 4u have now been told they won’t receive a refund.
The UK retailer had taken advance orders for three days before going into administration earlier this month.
A ‘priority answer service’ option for EE customers has proved unpopular with some customers, according to press reports.
Earlier this month the network introduced a new 50p priority option for calls to customer services.
Mark Bridge writes:
The two-year mobile phone contract has almost become a standard, despite EU efforts to make it a worst-case scenario. I went into the Brighton branch of Carphone Warehouse today and was told I couldn't upgrade to a 12-month contract. Last year I could; now they would only offer me a 24-month deal.