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United Kingdom : How does your mobile provider perform on quality for phone calls?

August 13, 2014

Ofcom has today published research on mobile phone call quality provided by network operators.

Improving mobile quality of service for consumers is a priority area for Ofcom. Today's research is part a to help support initiatives to improve mobile coverage in the UK, and provide consumers with quality information on mobile reception.

This information is important in helping consumers choose a mobile service that suits their needs. It also helps promote competition between mobile operators on service quality, to benefit consumers. Ofcom will continue to monitor and report on how service quality develops over time.

The report includes research on mobile phone call quality from the consumers' perspective on mobile handsets; data supplied by EE, O2, Three and Vodafone on the performance of their networks; and consumer research on satisfaction with mobile networks.

Ofcom's research found that while overall levels of consumer satisfaction with mobile networks are high (76%), this varies by location. Some 78% of people in urban areas were satisfied with their mobile network, compared to 67% in rural parts of the UK and 70% in remote areas.

Ofcom used data from RootMetrics, a company that measures network performance on mobile handsets, to better understand consumers' experience of making phone calls on EE, O2, Three and Vodafone networks.

The data shows the proportion of UK mobile phone calls that are connected successfully. According to RootMetrics data, 97.0% of calls on the EE network were successfully connected, 95.3% on O2, 94.5% on Three and 92.6% on Vodafone during the second half of 2013.

The data shows that the proportion of calls connected successfully varied by provider across the UK, with significant differences in urban and rural areas.

Aggregated data on blocked' and dropped' calls was also collected from the four mobile network operators.

Blocked calls happen when the user is an area of coverage but cannot make a call; this can be because of heavy demand on the mobile network. Dropped calls occur when a call is connected but then terminates unexpectedly. This can happen when a user moves into an area with poor or no mobile signal.

The operators' data measures the proportion of completed calls, but excludes call attempts when customers are outside of network coverage, so differs from RootMetrics. This, in part, is likely to explain why the call failure rates reported by RootMetrics are higher than those in the operator's data.

While each operator's data is not directly comparable due to differences in measurement methodologies, it shows that about two in every 100 call attempts were unsuccessful (the range of successful calls a month was from 97.9% to 98.6%). There has not been a significant change in the proportion of calls successfully connected over time, with some networks showing improvements.

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Source: TendersInfo (India)

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