Poor mobile phone coverage is an ongoing problem no matter where you live around the UK.
Poor mobile phone signals, frequent drop-outs and network outages are the most common complaints.
Customer service (or lack of) is also an issue with staff who are not trained or simply lack the desire and motivation to help customers. Vulnerable customers are being overcharged for broadband and other services they don’t need. Staff are not adequately considering customers’ additional needs.
Poor mobile phone coverage is not an issue that only affects those who live in remote parts of the country. Big cities are also affected. Edinburgh is badly affected with mobile phone signal issues due to the sheer volume of users in a popular tourist destination.
The relentless push to do everything via smartphones including paying for parking raises real concerns. Motorists risk being hit with parking tickets issued by ANPR cameras because they have had difficulties in paying by app. Many parking meters are pay by app only, so this is impacting on consumers and businesses.
WHY IS MY MOBILE PHONE COVERAGE SO BAD?
Lack of investment in new infrastructure is cited as the main reason. Planning regulations make it difficult to erect tall masts, which is severely impacting on 5G being rolled out across the country.
Mobile phone users want fast connectivity and to use mobile phone data for a variety of reasons, but nobody wants ugly masts that provide it. Rising demand and a lack of reliable infrastructure means mobile phone signals remain an issue.
HOW TO IMPROVE MOBILE PHONE SIGNAL STRENGTH
You can turn on Wi-Fi calling so your phone automatically defaults to your home Wi-Fi, although in reality it is not foolproof.
Moving to a window or standing outside of your home can also make a difference.
Using WhatsApp for calls is another alternative.
LOOK AT A MOBILE PHONE COVERAGE CHECKER
Look at a coverage checker to see if you are in a known black spot where it appears you are unable to get a signal indoors and outdoors.
OFCOM have a mobile and broadband checker for indoor and outdoor coverage with FAQs – View mobile availability – Ofcom Checker
A mobile phone coverage map is merely a guide and does not truly reflect the reality that consumers face.
Although this is meant to be a guide, it can also be relied on as evidence that you are not getting the service you have paid for under the Consumer Rights Act 2015.
Your telecoms provider may say that you will incur a cancellation charge if you wish to switch to another provider. This is not true if you have good reason to do so.
CONSUMER RIGHTS ACT 2015
The Consumer Rights Act 2015 states that all goods and services should be:
- fit for purpose
- as described
- satisfactory quality
- last a reasonable length of time
S49 Consumer Rights Act 2015 states that every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.
You have entered into a contract for a mobile phone service with uninterrupted coverage that you can rely on. Consumers have rights and expectations. It is not an unreasonable expectation to have a decent, continuous mobile phone coverage that you can rely on without interruptions.
Give your provider an opportunity to resolve your complaint and follow the complaints procedure. Your provider has 8 weeks to resolve your dispute. This is to give them enough time to assess the situation and the evidence to find an appropriate resolution.
Check with your provider and see if this is a known issue that can be remedied or if others are having similar problems.
WHAT TO DO
Clearly explain your consumer rights politely to a representative in-store to try and resolve your dispute and cancel the contract.
If you cannot resolve this in-store, escalate it by formally putting a cancellation and rejection in writing. Clearly explain that you wish to cancel your contract in accordance with your consumer rights and the terms and conditions agreed and state the reasons why.
If you are unable to resolve your complaint, you can break the contract as it is a clear breach of contract under the Consumer Rights Act 2015.
Your provider may say they will charge an early cancellation fee for doing so in their T & Cs. Push back citing a breach of contract under the Consumer Rights Act 2015 and say you should not be penalised for their failure to honour the contract you have entered into in good faith.
You need to push hard on this by formally putting a cancellation in writing. Clearly explain that you wish to cancel the contract without penalty and stress “breach of contract” with the Consumer Rights Act 2015.
You are also entitled to any itemised costs and losses due to loss of service and breach of contract. Make sure you have receipts and proof. You are also entitled to a pro-rata refund for service not received.
If you reach an impasse, ask for a deadlock letter so you can take your complaint to the Communications Ombudsman.
You are entitled to itemise any costs and losses incurred due to loss of service and breach of contract.
Do you have problems with poor mobile phone coverage? Have you been able to cancel a contract based on poor mobile phone coverage?