Ofcom asks networks to explain growing customer unrest


Regulator to meet with operators to discuss an increase in customer complains on social networking websites

Ofcom is to hold talks with network operators following a rise in customer complaints directed over social media.

The regulator told Mobile News, the complaints in question relate to issues experienced by customers around the quality of network coverage – particularly since 4G was introduced – and quality of customer service.

Ofcom said whilst the number of formal complaints directed at it has not “spiked” – the comments being regularly posted are “concerning.”

O2, Vodafone, Three and EE have all set up official social media  accounts on Twitter and Facebook to communicate directly with customers, answering questions or promoting their services.

The regulator said: “Ofcom is concerned to hear that consumers are experiencing problems with mobile phone service levels. We will be talking to the mobile operators to better understand these issues.”

Ofcom confirmed meetings with all the operators – including Three who is yet to launch its 4G network – are now scheduled to take place over the next few months to to gain a “better understanding” of the issues being expressed.

EE currently has 114,000 Twitter followers and said improvements to its customer service levels is a high priority –  but the operator would not discuss social media specifically.

O2 (202,000 followers), Three (70,000) and Vodafone (91,000) claimed to have seen no increase in  complaints via social media.