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Scottish Sun
3 days ago
- Scottish Sun
Major network provider warns customers they will be left with NO mobile data unless they upgrade as service closes
Click to share on X/Twitter (Opens in new window) Click to share on Facebook (Opens in new window) A MAJOR UK mobile network is warning customers they will be left with no mobile data soon unless they upgrade their phone. Fortunately, there is a £100 voucher on offer to soften the blow. Sign up for Scottish Sun newsletter Sign up 2 O2 is the last network to switch off 3G Credit: Alamy 2 Other providers like GiffGaff are also affected Credit: PA:Press Association O2 has already started switching off its legacy 3G network as part of a national effort by all the UK's providers. The firm's plan also affects other brands that rely on O2's network infrastructure, including Tesco Mobile, GiffGaff and Sky Mobile. O2 started deactivating 3G in April in the city of Durham. The shake-up means anyone with an older phone only capable of handling 3G will no longer be able to use data when they're out and about. Calls, texts and going on the internet via Wi-Fi only will still be possible. As efforts ramp up, the company is warning more customers that will be affected. In an email seen by ISPreview, O2 says "you may experience a drop in call quality and be unable to access mobile data, including the internet and messaging apps like WhatsApp". It continues to warn that "upgrading your tariff won't be enough to keep you connected once the switch off happens. You need to upgrade to a compatible phone." But there is a £100 voucher towards a new phone being offered, so check your email for it or reach out to O2. The next areas where 3G will be switched off across the UK is Norwich, Telford, Guildford and Torquay. Norwich, Telford and Guildford will have the plug pulled on July 16, while Torquay's will change on August 4. The loss of 3G means more faster 4G and 5G services can be installed in their place. 3G NETWORK SWITCH OFF Mobile networks affected by O2's 3G switch off: -O2 - Tesco Mobile - Sky Mobile - GiffGaff Networks which have already switched off 3G: - Vodafone - Asda Mobile - Lebara - Talk Mobile - Voxi - EE - 1pMobile - Ecotalk - IQ Mobile - Lycamobile - Mozillion - RWG Mobile - Spusi - Talk Home - Utility Warehouse - Your Co-op - Three - iD Mobile, Smarty - Honest Mobile - Superdrug Is my phone affected? O2 is contacting people that are affected by the move. But the vast majority of people should be unaffected - if you've bought yours in the last 10 years or so it's probably safe 4G and 5G compatible. If you're unsure, there is a trick to check. Go into your phone's settings and search for Network Mode or Preferred Network. If you see 4G or 5G listed then you are in the clear.
The Sun
3 days ago
- Business
- The Sun
Major network provider warns customers they will be left with NO mobile data unless they upgrade as service closes
A MAJOR UK mobile network is warning customers they will be left with no mobile data soon unless they upgrade their phone. Fortunately, there is a £100 voucher on offer to soften the blow. 2 O2 has already started switching off its legacy 3G network as part of a national effort by all the UK's providers. The firm's plan also affects other brands that rely on O2 's network infrastructure, including Tesco Mobile, GiffGaff and Sky Mobile. O2 started deactivating 3G in April in the city of Durham. The shake-up means anyone with an older phone only capable of handling 3G will no longer be able to use data when they're out and about. Calls, texts and going on the internet via Wi-Fi only will still be possible. As efforts ramp up, the company is warning more customers that will be affected. In an email seen by ISPreview, O2 says "you may experience a drop in call quality and be unable to access mobile data, including the internet and messaging apps like WhatsApp". It continues to warn that "upgrading your tariff won't be enough to keep you connected once the switch off happens. You need to upgrade to a compatible phone." But there is a £100 voucher towards a new phone being offered, so check your email for it or reach out to O2. The next areas where 3G will be switched off across the UK is Norwich, Telford, Guildford and Torquay. Norwich, Telford and Guildford will have the plug pulled on July 16, while Torquay's will change on August 4. The loss of 3G means more faster 4G and 5G services can be installed in their place. 3G NETWORK SWITCH OFF Mobile networks affected by O2's 3G switch off: -O2 - Tesco Mobile - Sky Mobile - GiffGaff Networks which have already switched off 3G: - Vodafone - Asda Mobile - Lebara - Talk Mobile - Voxi - EE - 1pMobile - Ecotalk - IQ Mobile - Lycamobile - Mozillion - RWG Mobile - Spusi - Talk Home - Utility Warehouse - Your Co-op - Three - iD Mobile, Smarty - Honest Mobile - Superdrug Is my phone affected? O2 is contacting people that are affected by the move. But the vast majority of people should be unaffected - if you've bought yours in the last 10 years or so it's probably safe 4G and 5G compatible. If you're unsure, there is a trick to check. Go into your phone's settings and search for Network Mode or Preferred Network. If you see 4G or 5G listed then you are in the clear. IS THE SWITCH OFF THAT BIG OF A DEAL? Analysis by Jamie Harris, Assistant Technology and Science Editor at The Sun It's unclear exactly how many people will be affected by the 3G switch off. There wasn't much noise after Three, EE and Vodafone ended 3G. So, there will undoubtedly be some still using 3G-only phones but the numbers are probably very small. Just because it may be a small figure doesn't mean those people should be cast aside, especially if they're not very tech-savvy or vulnerable. So definitely get in contact with O2 (or GiffGaff and Tesco Mobile) if you need support.
Scottish Sun
21-05-2025
- Business
- Scottish Sun
UK broadband and mobile providers ranked best to worst based on customer service – where is YOURS on the list?
Read on to see if your supplier is on the list OUT OF SERVICE UK broadband and mobile providers ranked best to worst based on customer service – where is YOURS on the list? Click to share on X/Twitter (Opens in new window) Click to share on Facebook (Opens in new window) THE best and worst broadband and mobile providers for customer service have been revealed by the regulator. All major providers were ranked on how pleased customers were with the service. Sign up for Scottish Sun newsletter Sign up 1 Ofcom has ranked the best and worst telecoms providers O2, which has millions of customers was rated below average when it came to customer satisfaction for mobile providers. The telecoms giant fell below the sector average when it comes to customer satisfaction as it scored 85% and the average is 88% Last year, the firm also generated the most complaints, when it had 21 complaints per 100,000 customers. The second worst ranked mobile provider was Vodafone who had a score of 84% when it came to how pleased users were with it's service. The pair were trumped by Tesco Mobile and giffgaff, which both 94% for overall satisfaction. Tesco Mobile also led in satisfaction with complaints handling and generated the fewest complaints to Ofcom, when it had just four complaints per 100,000 customers. However, Ofcom said that the average number of complaints reduced in 2024 across all providers. Elsewhere, the average call waiting time for mobile customers decreased in 2024, from 2mins 24s in 2023 to 1min 52s in 2024. Ofcom said Lebara had the shortest average call waiting time in 2024 at 15s while O2's was the longest, at 3min 27s. Moving on to broadband and TalkTalk had a lower-than-average overall satisfaction score of 77% and also ranked poorly for complaints handling. However, NOW Broadband, which is owned by Sky, generated the most broadband complaints to Ofcom at 65 per 100,000 customer. O2 Ends Pay-As-You-Go Data and iPad SIM Services: What You Need to Know Virgin Media generated the second highest number of fixed broadband complaints per 100,000 customers, at 56. While EE was the third most complained-about broadband provider last year with 52 complaints per 100,000. Plusnet achieved the highest overall satisfaction score at 91%, when it came to broadband. When it came to landline, Plusnet also had the highest overall satisfaction score at 83%. Meanwhile, Virgin Media customers were less pleased with the service giving the provider a rating of 67%. Ian Macrae, Ofcom's director of market intelligence, said: "Call waiting times have come down for many providers and satisfaction with complaint handling is on the up. "And we're seeing competition in action, with smaller players challenging some of the bigger, well-established providers." He added: "But there's further to go. Not all companies have made the same progress and it's still taking the industry too long to fix things when they go wrong." A Virgin Media O2 spokesperson said: 'Ofcom's report shows that the vast majority of our customers were satisfied with their services in 2024, and highlights some improvements that have been made – including on complaints handling. 'While today's data relates to the whole of 2024, we know from the regulator's most recent statistics that the turnaround strategy we implemented in the middle of last year has led to significant improvements, with complaints about Virgin Media and O2 now at their lowest levels for several years." They added: "We're continuing to make real progress through this strategy and we're committed to giving our customers the best possible experience.' How to complain about your service If you're unhappy with the service you've received, you'll first need to contact your provider's customer services department and explain the problem. If this doesn't resolve the issue, you can make a formal complaint to the company. You can find details on how to do this on the back of your bill or on the company's website. Depending on your complaint type, you'll be able to contact the customer service team by web chat, telephone or by post. You'll need to let the company know what has happened and what you want it to do to put things right. If a formal complaint gets you nowhere, after eight weeks you can ask for a "deadlock letter" and take your dispute to the appropriate Alternative Dispute Resolution (ADR) scheme. These are free to use and will act as an independent middle man between yourself and the service provider when an initial complaint cannot be resolved. There are two ADR schemes in the UK - the Communications Ombudsman and CISAS. Your provider is required to be a member of one of these and you can find out which one your provider is covered by visiting Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it. You must also have received a so-called deadlock letter, where the provider refers your complaint to the appropriate ADR. You can also complain if you haven't had a satisfactory solution to your problem within eight weeks. To make a complaint fill in the ADR scheme claims form on its website - or write a letter if you'd prefer. The ADR scheme then bases its decision on the evidence you and the company submit. If you choose to accept its decision, your supplier will then have 28 days to comply. But if an individual chooses not to accept the ADR's final decision, they lose the right to the resolution offer.
The Sun
21-05-2025
- Business
- The Sun
UK broadband and mobile providers ranked best to worst based on customer service – where is YOURS on the list?
THE best and worst broadband and mobile providers for customer service have been revealed by the regulator. All major providers were ranked on how pleased customers were with the service. 1 O2, which has millions of customers was rated below average when it came to customer satisfaction for mobile providers. The telecoms giant fell below the sector average when it comes to customer satisfaction as it scored 85% and the average is 88% Last year, the firm also generated the most complaints, when it had 21 complaints per 100,000 customers. The second worst ranked mobile provider was Vodafone who had a score of 84% when it came to how pleased users were with it's service. The pair were trumped by Tesco Mobile and giffgaff, which both 94% for overall satisfaction. Tesco Mobile also led in satisfaction with complaints handling and generated the fewest complaints to Ofcom, when it had just four complaints per 100,000 customers. However, Ofcom said that the average number of complaints reduced in 2024 across all providers. Elsewhere, the average call waiting time for mobile customers decreased in 2024, from 2mins 24s in 2023 to 1min 52s in 2024. Ofcom said Lebara had the shortest average call waiting time in 2024 at 15s while O2's was the longest, at 3min 27s. Moving on to broadband and TalkTalk had a lower-than-average overall satisfaction score of 77% and also ranked poorly for complaints handling. However, NOW Broadband, which is owned by Sky, generated the most broadband complaints to Ofcom at 65 per 100,000 customer. O2 Ends Pay-As-You-Go Data and iPad SIM Services: What You Need to Know Virgin Media generated the second highest number of fixed broadband complaints per 100,000 customers, at 56. While EE was the third most complained-about broadband provider last year with 52 complaints per 100,000. Plusnet achieved the highest overall satisfaction score at 91%, when it came to broadband. When it came to landline, Plusnet also had the highest overall satisfaction score at 83%. Meanwhile, Virgin Media customers were less pleased with the service giving the provider a rating of 67%. Ian Macrae, Ofcom's director of market intelligence, said: "Call waiting times have come down for many providers and satisfaction with complaint handling is on the up. "And we're seeing competition in action, with smaller players challenging some of the bigger, well-established providers." He added: "But there's further to go. Not all companies have made the same progress and it's still taking the industry too long to fix things when they go wrong." A Virgin Media O2 spokesperson said: 'Ofcom's report shows that the vast majority of our customers were satisfied with their services in 2024, and highlights some improvements that have been made – including on complaints handling. 'While today's data relates to the whole of 2024, we know from the regulator's most recent statistics that the turnaround strategy we implemented in the middle of last year has led to significant improvements, with complaints about Virgin Media and O2 now at their lowest levels for several years." They added: "We're continuing to make real progress through this strategy and we're committed to giving our customers the best possible experience.' How to complain about your service If you're unhappy with the service you've received, you'll first need to contact your provider's customer services department and explain the problem. If this doesn't resolve the issue, you can make a formal complaint to the company. You can find details on how to do this on the back of your bill or on the company's website. Depending on your complaint type, you'll be able to contact the customer service team by web chat, telephone or by post. You'll need to let the company know what has happened and what you want it to do to put things right. If a formal complaint gets you nowhere, after eight weeks you can ask for a "deadlock letter" and take your dispute to the appropriate Alternative Dispute Resolution (ADR) scheme. These are free to use and will act as an independent middle man between yourself and the service provider when an initial complaint cannot be resolved. There are two ADR schemes in the UK - the Communications Ombudsman and CISAS. Your provider is required to be a member of one of these and you can find out which one your provider is covered by visiting Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it. You must also have received a so-called deadlock letter, where the provider refers your complaint to the appropriate ADR. You can also complain if you haven't had a satisfactory solution to your problem within eight weeks. To make a complaint fill in the ADR scheme claims form on its website - or write a letter if you'd prefer. The ADR scheme then bases its decision on the evidence you and the company submit. If you choose to accept its decision, your supplier will then have 28 days to comply. But if an individual chooses not to accept the ADR's final decision, they lose the right to the resolution offer. CUT YOUR TELECOM COSTS By James Flanders, Chief Consumer Reporter Switching contracts is one of the single best ways to save money on your mobile, broadband and TV bills. But if you can't switch mid-contract without facing a penalty, you'd be best to hold off until it's up for renewal. But don't just switch contracts because the price is cheaper than what you're currently paying. Take a look at your minutes and texts, as well as your data usage, to find out which deal is best for you. For example, if you're a heavy internet user, it's worth finding a deal that accommodates this so you don't have to spend extra on bundles or add-ons each month. In the weeks before your contract is up, use comparison sites to familiarise yourself with what deals are available. It's a known fact that new customers always get the best deals. Sites like MoneySuperMarket and Uswitch all help you customise your search based on price, allowances and provider. This should make it easier to decide whether to renew your contract or move to another provider. However, if you don't want to switch and are happy with the service you're getting under your current provider - haggle for a better deal. You can still make significant savings by renewing your contract rather than rolling on to the tariff you're given after your deal. If you need to speak to a company on the phone, be sure to catch them at the right time. Make some time to negotiate with your provider in the morning. This way, you have a better chance of being the first customer through on the phone, and the rep won't have worked tirelessly through previous calls which may have affected their stress levels. It pays to be polite when getting through to someone on the phone, as representatives are less inclined to help rude or aggressive customers. Knowing what other offers are on the market can help you to make a case for yourself to your provider. If your provider won't haggle, you can always threaten to leave. Companies don't want to lose customers and may come up with a last-minute offer to keep you. It's also worth investigating social tariffs. These deals have been created for people who are receiving certain benefits.
Daily Mirror
21-05-2025
- Business
- Daily Mirror
How much using your phone abroad costs as Brits blocked from cheap roaming in EU
The Government also secured a deal which is expected to shorten queues for British travellers in Europe after years of misery, but the roaming arrangement has not changed Brits heading to EU countries on holiday face hefty phone bills after the Government failed to improve a costly Brexit "dividend". Since the UK left the European Union, residents have not been covered by a 2017 bloc-wide law that made roaming, text, and calls free in all Member States. Many people have been caught out by the new rules, returning from their holidays to face a huge bill. One man revealed how he racked up a £200,000 bill during a four-day holiday in Turkey. Earlier this week Keir Starmer unveiled an updated deal between the UK and the EU, with a number of breakthroughs on security and defence, law enforcement, trade, and measures to tackle illegal migration. The Government also secured a deal which is expected to shorten queues for British travellers in Europe after years of misery. One issue where he was unable to improve on the Conservative Party's deal is mobile phone roaming. According to The Telegraph, Starmer tried to persuade EU negotiators to allow the UK back into the free roaming deal as part of the 'Brexit reset'. According to the paper, the PM 'had attempted to end roaming charges for UK tourists on the Continent by requesting that they be allowed back into a scheme letting travellers use mobile data at local rates when abroad', but southern European nations including Spain and Italy objected. If the UK had been allowed to rejoin the harmonised roaming zone, bills for British holidaymakers using their data, texts and calls abroad could've been cut significantly. As the current deal doesn't look like it will be improved anytime soon, it's important to know where you stand and how much you're liable to pay when roaming. Under EE you can use your minutes, texts and data allowances in its European roaming zone - which includes most countries on the Continent - for £2.50 a day (up until midnight UK-time). You don't need to do anything to opt in. If you use your allowances you'll pay £2.50 for that day, and if you don't, you won't be charged anything. You can also buy a £10 'roam home' seven day package. The phone company offers free data roaming in the EU, so your data (subject to roaming limit), minutes and text allowances will work in the Europe Zone, just like they do at home. If your UK monthly data allowance is over 25GB, you'll have a roaming limit of 25GB when roaming in the firm's Europe Zone. This means you can use up to 25GB of your allowance at no extra cost. O2 sends customers a text if they're getting close to the limit, and again if they reach it. Then they can buy a 'bolt on'. For Pay Monthly customers, it's a daily charge of £7 per day for unlimited calls, texts and date. For Pay As You Go customers, it's a daily charge of £1.99. Tesco Mobile Tesco Mobile recently unveiled its 'Home from Home' deal, which allows customers to to use their minutes, texts, and data while traveling to any of 48 destinations in the EU and beyond - so you can use your phone just like you do at home, with no roaming fees until 2026. The provider makes it easy to cap your spend limit if you go over your monthly allocation, and also sells bundles for those travelling outside the UK. Three Mobile Those customers whose plans started on or after October 1 2021 can unlock their data, call and text for a daily roaming charge. For Pay Monthly customers, roaming costs £2 a day in Europe and £5 a day in Go Roam Around the World destinations. The Republic of Ireland and the Isle of Man are excluded from the daily roaming charge. If you're on a Three Your Way plan, it comes with up to 56 days of roaming included. If you run out – or you're on a Standard plan – you can also buy three, seven, or 14-day Go Roam Passes. With a £5 a day Data Passport, you can get unlimited data to use when roaming. If your plan doesn't have inclusive roaming in the firm's Europe Zone - which includes all European countries other than Ireland, the Isle of Man, Iceland and Norway - then it will cost you £2.57 a day to roam. You can reduce this cost with a European Roaming pass, available as £15 for eight days or £20 for 15 days (a cost increase of roughly 25% in two years) A day starts from the time when roaming is detected and lasts for 24 hours. For example, if roaming is detected at 10am, the daily roaming fee would be valid until 10am the next day. If you bought your plan before 11 August 2021, roaming is included up to 25GB of data usage. BT Mobile 'Roam Like Home' is available to all BT Mobile customers at no extra cost. It lets you to use your minutes, texts and data allowances within our Roam Like Home zones without paying extra roaming charges. From 15 June 2017, if your plan gives you 20GB or more of data each month, a surcharge may be applied if you use more than 15GB, while roaming, in one billing cycle. GiffGaff GiffGaff has one of the most generous policies out there. The company's plans can be used in the EU and selected destinations just as customers would use them at home and at no extra cost. If you opt to pay as you go and use credit instead, data, calls and texts will be charged at the firm's pay-as-you-go UK rates while you roam in the EU. There's a fair use limit on data of 5GB. If you go over it'll cost 10p/MB, or you can start a new plan early which will give you another 5GB allowance. Sky Mobile The company has a roaming passport which costs £2 a day and lets you access your UK data, calls and text allowances in over 55 popular holiday destinations, including the EU, the USA and Australia and more.
