Help me choose a network

Myci85

I don't think I've ever needed to contact giffgaff. I've changed my plan on the app/website which was really easy. I think the only time I've had issues with mobile providers before was when cancelling/not renewing contracts, hence why I now prefer to just have a monthly rolling agreement with giffgaff.

BargainHunter234

https://forums.moneysavingexpert.com/discussion/comment/81861741#Comment_81861741

When I was directly with Vodafone and O2 I didn't need to contact their customer services.

TalkMobile - I couldn't make or receive calls so I contacted them, ran through trouble shooting it didn't make a difference. Switched the phone, eventually the signal dropped altogether. TalkMobile said it was my phone, I switched phones - still no signal. Not long after all Vodafone customers were having similar issues. TalkMobile received a refund for the weeks I had no service and still denied there was an issue when Vodafone actually came out and said there was.

SMARTY - I received a text message saying there was maintenance going on in the area and then my coverage dropped. SMARTY knew nothing about the text they had sent me and never had any updates about the maintenance all the while my phone wasn't usable. I had no choice but to switch as my service went from fantastic to non existent.

TescoMobile - To get compensation when I didn't have service for a month, eventually when I sent them a screenshot from O2s website stating the mast in the area was down they gave cancelled my next bill.

The times I have needed to contact a networks customer service has ironically been when I have been with the MVNOs and never when direct with the network.

oldernonethewiser

As with coverage, customer service will vary a lot. For what it's worth, my experiences.

O2 - worst customer service of any company I have ever dealt with

Vodafone - surprisingly poor at understanding a billing issue.

Lebara - find out the answer before you need to get in touch so you can talk them through it

GiffGaff - online forums useful

Three - had to contact CS when I was abroad and they were absolutely fine.

Tesco - no real issues but it was some years ago.

TadleyBaggie

I use Lebara and have no issues, just did a online change of plan (saved £5pm) and all went smoothly.

On the other hand I wouldn't recommend Lyca due to the issues I had with their CS. Due to my own incompetence, I took out an eSim with them two days before I updated my iPhone. After getting the new iPhone updated I realised that the eSim wasn't transferred, the QR code that I used to install it can only be used once. No problem I thought I'll just get it sorted via the app, however since I had never set up the app before the first thing it does is try to send you a code via SMS, to the eSim number I no longer had access to. No problem I thought, I'll just get another eSim and get the old old closed down. That's when I realised their CS was terrible, I took weeks for requests to be looked. Took about 3 months to get eSim contract to be closed down.

BargainHunter234

https://forums.moneysavingexpert.com/discussion/comment/81861785#Comment_81861785

Thank you that's really helpful. I have head O2 have terrible customer service. I was a PAYG customer with them many moons ago and didn't have any dealings with their CS. I only left because they were getting too expensive and Vodafone were cheaper at the time.

The only issue I had with Vodafone was when I left them and I was owed £7 refund of my PAYG credit which they said I would get once my number had transferred out…when it did they said they couldn't issue a refund as I was no longer a Vodafone customer so I never got it back.

Good to hear you had a good experience with 3 as I am leaning towards them at the moment.

Frozen_up_north

"Good to hear you had a good experience with 3 as I am leaning towards them at the moment."

When we were with them, their CS people were little more than parrots. Their standard response to reporting a site off air was to reset the phone network settings as they thought there was nothing wrong at their end. As I mentioned earlier, our local 3 site had no battery backup and went off for around 20 mins every time there was a dip in the mains (yes no kidding it was that bad).

I am currently with 1p Mobile. When the local EE site was down for engineering work, I phoned EE and explained that I wasn't a direct customer, but the person who I spoke with said the staff on site were awaiting a part being brought across and expected it to be restored in the next hour or two. I also receive emails from EE with information on any site outages/planned work in my area. That is excellent service from EE, but they are too expensive compared to 1p, but nice to be able to have a conversation with someone who cares and is prepared to explain what work they are doing.

BargainHunter234

https://forums.moneysavingexpert.com/discussion/comment/81862151#Comment_81862151

Of the 5 network providers I have been with 3 of them I encountered service issues all 3 of them were MVNOs who's CS was mainly online based and they all provided the exact same troubleshooting which didn't work and none of them were willing to admit there was a wider network issue.

I will say when I was with TescoMobile O2 did provide me with updates via text on the situation whilst Tesco were denying there was an issue.

I know EE are moving all of their call centres back to the UK and have massively improved their customer service. However in my area, the EE site has been 'undergoing maintenance' for years. The EE coverage checker has giving no coverage indoors and patchy outdoors. The people I know who are on EE are having to rely on WiFi calling. EE is not an option for me but I wish it was.

BargainHunter234

Well I think I have made a decision (sort of). I am going to stay with Tesco for now until they put the price up on my current plan.

EE & 1p Mobile seem to be the only networks with highly rated UK based CS but EE has poor coverage in my area.

Which leaves my only option of 3 and hopefully benefit from the 3/Vodafone merger which hasn't been extended to the MVNOs yet.

oldernonethewiser

https://forums.moneysavingexpert.com/discussion/comment/81861871#Comment_81861871

Others have had different experiences with other companies. It is not easy but if you can get a deal that provides the service you want and doesn't tie you into a long contract then go for it.