New research revealed today shows that over one in ten mobile broadband users feel that they were mis-sold on what it offered. The main source of irritation is that consumers feel that they were deceived on the cost of the service with nearly a third complaining that the ongoing cost was higher than expected.
One-fifth were also upset that they were unable to use mobile broadband where they wanted it despite being told by providers that there would be coverage. Another 13 per cent were frustrated that there was no returns guarantee if the service wasn’t right for them and around half wanted inclusive Wi-Fi as standard.1
On the back of this, O2 today announces a total refresh of its mobile broadband offering, laying the foundations to reinstate customer confidence in the market by providing simple, honest advice to help consumers understand the best solution for them.
The refresh includes making it easier for customers to be certain of their ongoing spend including a price reduction on core mobile broadband tariffs, the launch of a new coverage checker and a 50-day Happiness Guarantee set to turn the market on its head and offer a superior customer experience. These elements will help reinforce O2 as a highly competitive provider of mobile broadband and allow its customers to stay connected whether at home or out and about.
The first of these is making it easier for customers to be certain of their spend. The biggest issue in the market at the moment is the cost of using data abroad.
To help save what could be an unexpected surprise on their bill, international roaming will not be automatically enabled for all new O2 Mobile Broadband customers. New customers will need to contact O2 Customer Service to have roaming activated so that O2 can explain the likely costs.
For heavy Mobile Broadband users, O2 is also introducing a new 10GB package for £30 per month on a two year tariff and is also the only provider to offer all its customers unlimited Wi-Fi through any of the 6,100 hotspots through an exclusive partnership with The Cloud.
In addition, O2 is reducing the price of its core Mobile Broadband tariffs, with 3GB packages costing just £15 per month. Customers purchasing an 18-month or 24-month contract will also receive a free USB modem (or £99.99 on a rolling monthly contract).