Is there anything more frustrating than trying to make a call and hearing the beep beep beep of it failing to go through?
It’s even worse when you think about the price you’re paying for that poor service.
Which? previously found more than 17% of phone users had reported problems with their signal and network connection.
So what are your rights if it keeps happening?
We asked The Complaints Resolver Scott Dixon for his advice.
He said you should give your provider an opportunity to resolve your complaint and follow the complaints procedure in the first instance.
“Your provider has eight weeks to resolve your dispute. This is to give them enough time to assess the situation and the evidence to find an appropriate resolution,” he explained.
“Check with your provider and see if this is a known issue that can be remedied or if others are having similar problems.”
You can also use the free complaints tool Resolver to help you write, manage and escalate your complaint.
He also advised looking at a coverage checker to see if you are in a known black spot when you are unable to get a signal indoors and outdoors.
The UK’s telecommunications regulator Ofcom has a mobile and broadband checker for indoor and outdoor coverage – you can use it here.
“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,” he said.
According to MoneySavingExpert, you can cancel your mobile contract up to 14 days after you sign up if you are unhappy with your coverage.
Providers are expected to deal with customers who have signal issues because of mobile network problems “fairly and sympathetically”, it said.
In circumstances where there is a network issue, e.g. a mast is switched off, customers should be offered compensation or be allowed to leave the contract early without penalty.
Can you break your contract?
If you’re unable to resolve your complaint, Scott said you can break it, 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 terms and conditions,” he said.
But he said he would push back, citing a breach of contract under the Consumer Rights Act 2015 and the fact that “you should not be penalised for their failure to honour the contract you have entered into in good faith”.
If all of this fails, Scott said a last resort is to take your complaint to an ombudsman.
Does your signal limit your provider options?
If you’ve found that there are one or two companies that offer you better signal, you might feel your provider options are limited.
But did you know there are lots of providers who operate on the same signal – and often charge much less?
Despite there being several phone companies in the UK, there are actually only four mobile networks – EE, Three, O2 and Vodafone. All the others just piggyback off their signals.
For example, USwitch found these two deals for an Apple iPhone 15 128GB with unlimited data over a 24-month contract.
Three is charging £46 a month with a £9 upfront cost.
Meanwhile ID Mobile – a provider that uses the same network – charges £34.99 a month with a £9 upfront cost.
MoneySavingExpert says there is little difference other than the price when it comes to switching providers that use the same network.
But it is worth noting that while you may be getting access to a parent network, you won’t necessarily get access to all its functions.
One of the biggest differences is WiFi callling, which allows you to use an internet connection to improve call quality.
At the moment, this isn’t offered by Giffgaff, Lycamobile and Talk Home.
