…Researched and contributed by Lola Smith for TDPel Media
According to a recent survey by consumer group Which?, “shocking” mid-contract mobile price hikes have led to customers giving their providers poor ratings.
The country’s largest networks, including O2, EE, Vodafone, and Three, are reportedly hitting users with price increases while better deals and services are available elsewhere.
Small Virtual Networks Outperform the “Big Four”
Interestingly, the survey found that smaller virtual networks like Smarty, Giffgaff, and Tesco Mobile outperformed the “big four” network giants in terms of best and worst mobile phone providers.
Which? argues that consumers could find better value and service with these smaller networks.
Lowest Score Goes to Three
The survey, which included 3,400 mobile customers, found that Three scored the lowest out of the “big four,” with a customer score of 66%.
Customers of Three were the most likely to experience problems such as poor phone signal, network dropouts, and difficulties resolving queries.
Top Performers: Tesco Mobile, Giffgaff, and Smarty
In contrast, Tesco Mobile ranked at the top with a customer score of 80%, while Giffgaff and Smarty scored highly for value for money with scores of 75%.
Price Hikes Leave Customers Trapped
The survey comes as the UK’s biggest providers hiked prices by up to 17% in the middle of customers’ contracts earlier this month, leaving millions of customers feeling trapped.
Watchdog Ofcom is currently conducting a review of inflation-linked price increases, with initial findings to be published later this year.
Recommendations from Which?
In response to the cost-of-living crisis, Which? has begun endorsing mobile phone providers that offer outstanding value for consumers wanting a cheap and useful amount of data.
However, Tesco Mobile was stripped of its recommended provider endorsement despite being the highest-scoring network.
This is because it has begun “baking above-inflation price increases into new customer contracts despite previously championing fixed prices,” according to Which?
In conclusion, mid-contract price hikes and poor customer service have left mobile customers feeling dissatisfied with their providers.
The survey suggests that smaller virtual networks could provide better value and service for customers looking for alternatives to the “big four” providers.