• Sweden edition
 
Many mobile broadband users complain: survey

Many mobile broadband users complain: survey

Published: 25 Oct 2010 09:26 GMT+02:00
Updated: 25 Oct 2010 09:26 GMT+02:00

In addition, many customers have learned that it does not help to complain, according to the Swedish Quality Index (Svensk Kvalitetsindex, SKI).

SKI analysed how satisfied consumers were with their various telecommunication services, including broadband, mobile telephone, fixed-line telephone, digital TV and mobile broadband.

The most satisfied mobile customers were clients of Halebop and Telia, with Telenor coming in last. For fixed lines, Telia also came out on top, followed closely by Tele2.

The telephone and computer industries are accustomed to receiving many complaints. The survey found that customers who use mobile broadband are both the most unhappy and complain the most.

In addition, customers in all domains have experienced not receiving help when they encounter problems.

"This year, the industry gets a massive fail when it comes to complaints. Nearly 20 percent feel that complaints are not resolved or taken care of, although the majority make contact with the supplier," wrote SKI.

SKI noted that it is worthwhile for suppliers to invest thoroughly in taking care of those who complain, since non-complaining customers are significantly more satisfied than those who have problems.

"The operators have much to gain from more effective management of complaints," wrote SKI.

SKI's research is conducted by the Swedish Institute for Quality (Institutet för kvalitetsutveckling, SIQ) and the Stockholm School of Economics. It is also part of the pan-European EPSI (European Performance Satisfaction Index) Rating programme, which collects data in nearly 20 countries.

TT/The Local (news@thelocal.se)

Don't miss...X
Left Right

Your comments about this article

09:49 October 25, 2010 by Sam1
they say it works every where in Sweden,,,,but its not true...the worst internet one can use is bredband bolaget...they stick to you like a chewingum on your shoe and never leave.

I bought a mobiltbredband for them in the north its like a surfing turtle takes 1 hour to open hotmail...and called and said your annons on tv says you are a rocket speed and surf anywhere.

They still didnt cancel it and said sorry 2 years you are stuck to us!!
10:15 October 25, 2010 by Rishonim
3 is the worst of all. Their customer support sucks-balls big time. My mobile internet was down because of a poor quality modem and they wanted me to buy a new one if I wanted my service working. When it comes to customer support these companies have a lot to learn from the USA
10:31 October 25, 2010 by witsltd
Telia in my opinion is the best.

Their custoemr service is also great, compared to rest of the brands in Sweden.
10:52 October 25, 2010 by N18h7m4r3
If one take a look at number of complaints at www.fairshopping.se (which is a great platform to bring up complaints), its clear that 3 have loads of problem with their network coverage in the middle of the Stockholm city, so their broadband service can be imagined. They have also the worst customer care.
11:02 October 25, 2010 by Keith #5083
Living out in the forest, with a long,old telephone line that goes many kms to reach

the kommune-funded fibre-optic connections - I waited many years to get a moderate speed. Hooray, fibre optic availability at last!

Oooops. Only 2 Mbs! 2? Yep, 2! That's all Telia could offer me.

I am just 18 kms away from the nearby town and 14 kms away from the nearby 'large village'. I am 4.2 kms away from a major road where the fibre optic cable is laid. I am one of about 14 houses within a 0.5 km radius.

So it's better using the old mobilephone wavebands with Ice Net's (now Net1) new technology.

3.2 Mbs max, but it does work consistently and is not extreme expensive like my satellite connection or telephone modem used to be.

Halebop/Telia is great for mobilephone - at least I get good reception which is more than can be said for many of the other mobilephone connection suppliers.
12:15 October 25, 2010 by IWP
Sweden is the worst in Europe for these services, be they mobile or fixed. Absolute rip-off. Crap service, no support and they don't give a damn about complaints because there is no effective control or regulatory mechanisms in place. Ice Net (or whatever irt now calls itself) is one of the worst: they arbitrarily change service provision, insist on contract changes unilaterally, sell equipment that is dedicated and near obsolete and THEN change the deal again. Typically greedy unscrupulous Swedish business practices abound.
13:26 October 25, 2010 by witsltd
@IWP

I have to consider your comment as your emotional opinion based on zero facts.

Sweden is one of the top countries in world in the services we are discussing about. Just google statistics and you will get links.

I dont understand what you have used other than Ice Net to make comment like that. Get your facts right.
13:56 October 25, 2010 by thomjjames
Hi,

We have 3 also and I kind of agree about the coverage, it could be better. It's was similar in the UK with 3, very patchy!

We live in the centre of Gothenburg and when we first moved the signal strength was only 20% & super slow. It has got a lot better now but at certain times of the day it's really slow!

We are thinking of switching to Telenor or Telia, anyone using them?

Cheers

Tom
14:11 October 25, 2010 by J Jack
Don't use telenor, their fsecure software is unreliable and you can't fully unistall it from windows, plus none of their usb modems work on linux os ie, ubuntu, in fact all huawei devices are not properly developed for the growing numbers of mac and open source people who need mobile broadband... if you're a windows novice you wouldn't appreciate a decent service provider if it spit you in the face anyway because you've got so much heavy anti-virus and aggressive browsing (msn) software all competing to load up at the same time ... it all depends how much broadband the service provider has to share which is normally less than they tell you. cheers back!
16:35 October 25, 2010 by Mb 65
witsltd. Sweden is very very bad on customer service. Have you ever experienced customer service in any other country besides Sweden?Sweden is always saying they are the best at everything, the problem is the swedes believe it.
17:33 October 25, 2010 by Vietvet
Good mobile broadband means that the operator (Tele2, Telia, Net1, Telenor) etc need two things to give good service to customers. They are:

1. Coverage. They need to have as wide coverage over the entire country as possible.

2. Capacity. Mobile broadband and the new smart phones require more capacity from an operator's network than just SMSs or voice calls.

With the advent of video calls, mobile TV, smartphones, mobile broadband operators have to expand their capacity and nearly all have had trouble doing that. AT&T had the same problem in New York to the point that their network during peak traffic periods was virtually unusable with constant dropped calls and connections.

Telia announced today that their profits were higher than expected due to the increase in sells of smartphones. Expect them to have capacity problems in the near future, especially in built up areas. They will correct it, but it takes time to plan expansion, acquire the equipment and install it.

Bottom line is if the consumer wants these type of services, there will be teething problems until the operator's network capacity can catch up.
09:09 October 26, 2010 by Keith #5083
#IWP

you wrote: "... they arbitrarily change service provision, insist on contract changes unilaterally, sell equipment that is dedicated and near obsolete and THEN change the deal again"

I believe I have now been with them for 3 years and have experienced none - NONE - of that which you complain about. I had fantastic help at start-up, a reasonable 'free trial' period, and have enjoyed acceptably stable reception. The only change is that I updated my 'modem/router' from them to the newer wireless model. Up to 3 or 4 people (visitors) surf satisfactorily. Not as fast as ADSL, but fast enough in the forest!

obs: I am a customer and have no other connection with them. I believe in being fair about a good service.
23:16 October 26, 2010 by spidernik84
@j Jack

Search for sakis3g, it's an automated script to use 3g usb modems under linux. I successfully made a comviq 3g usb modem work under archlinux without too much hassle ;).
08:10 October 16, 2012 by markj2911
i am using mobile broadband from last six months and seriously i do not have any complaint with this. The most important factor behind this is the quality of service provider.

broadband services
Today's headlines
In Pictures: Conchita Wurst in Stockholm
Photo: Maja Suslin/TT

In Pictures: Conchita Wurst in Stockholm

Eurovision winner and LGBTQ idol Conchita Wurst is in Stockholm this week for Stockholm Pride - and joined Swedes at Skansen for a colourful summer sing-along. READ  

Stockholm holds colour contest for new metro
Photo: Joel Bagon

Stockholm holds colour contest for new metro

Stockholm's new metro line is not set for preliminary construction until 2016, and will not be completed until 2022 - but Swedes already have the chance to vote for the new line's colour. READ  

Sweden's heat wave officially over

Sweden's heat wave officially over

The heat wave that swept over Sweden recently has finally passed, meteorologists reported on Wednesday, promising cooler and more autumnal temperatures around the corner. READ  

Ukraine rebels release kidnapped Swede
Rebel tanks on the road to Horlivka in June. Photo: TT

Ukraine rebels release kidnapped Swede

The Swede who was kidnapped by pro-Russian rebels has been released after nearly three weeks of being held hostage - although no one knows where he is now. READ  

Stockholm Pride 2014
Stockholm Pride bars Sweden Democrats
Photos: Henrik Montgomery/Fredrik Persson/TT

Stockholm Pride bars Sweden Democrats

While a record number of ministers and party leaders will participate in the Stockholm Pride Parade this year, there are notable exceptions - including SD leader Jimmie Åkesson, who is not only 'uninterested' but banned. READ  

Gender neutral 'hen' enters dictionary
Soon 'hen' will be found on this page. Photo: The Local

Gender neutral 'hen' enters dictionary

The ever-controversial pronoun 'hen' has won its battle and is set to officially become part of the Swedish language. READ  

Pines, polska and magic: Urkult Music Festival
Photo: Danny Chapman/The Local

Pines, polska and magic: Urkult Music Festival

The Urkult music festival in northern Sweden may be less sex, drugs and rock'n'roll and more family fun, chai and polska dancing - but Danny Chapman says it’s one of the most magical Swedish experiences he has had. READ  

Presented by Stockholm Business Region
Introducing... ID cards and permits in Stockholm
You want one of these. Photo: Skatteverket

Introducing... ID cards and permits in Stockholm

When it comes to data-driven life, from daycare to healthcare, Sweden is in a league of its own. Above all, your personal number is the key that unlocks life in Stockholm. READ  

In Pictures: The Local's Property of the Week
Photo: Fastighetsbyrån

In Pictures: The Local's Property of the Week

All aboard! We're off to the island of Gotland for our Property of the Week - a home right in the heart of Medieval Visby. Whether you're looking to buy or dying to look - this is the place for you. READ  

Stockholm Pride 2014
Stockholm Pride glides into seventeenth year
Stockholm Pride. Photo: Erik Mårtensson/TT

Stockholm Pride glides into seventeenth year

The largest pride festival in Scandinavia is back for the 17th year in a row. The week promises to be packed with activities - and a glamorous opening gala with Eurovision winner Conchita Wurst. READ  

RECEIVE OUR NEWSLETTER AND ALERTS
Gallery
Stockholm Pride: Allsång på Skansen with Conchita Wurst
Skatteverket
Sponsored Article
Introducing... ID cards and permits in Stockholm
Gallery
People-watching, June 26th - 28th. Get inside Stockholm's hottest nightclubs
Gallery
Top ten Swedish taboos
Society
Seven-year-old Swede cycles to Berlin
Blog updates

27 July

Approaching Stockholm (Around Sweden in a kayak) »

"I woke up in the comfort of my own little cabin on Eva and Rolf’s boat, it was 7:30am and I was feeling a bit groggy after a couple of beers with all the lovely locals the night before. The previous day had really taken its toll on my body and I was very stiff and..." READ »

 

24 July

Sharing our Pride: Celebrating Love & the LGBT Community! (Stockholm in my American Heart) »

"It’s mid- July in Stockholm, and with much of the city on vacation, things can seem a little quiet – the streets, the bus, and the grocery store. One thing that has not paused for a summer break, though, is preparation for Stockholm’s Pride Festival, which will take place from July 28 to August 2...." READ »

 
 
 
Politics
'Gaza conflict needs help, not empty rhetoric'
Society
Swedes voted 'most beautiful' in the Nordics
Business & Money
Sweden demands EU clarity on Bitcoin tax
National
Swedish organic sales enjoy 'amazing' growth
Photo: Johan Nilsson/TT
Society
What's On in Sweden
Gallery
People-watching July 23
National
Swedish cops elect not to shoot 'angry elks'
Business & Money
New alcohol retail rules threaten micro-breweries
Gallery
People-watching Båstad
Business & Money
Sweden falls to third in global innovation index
Society
Swedish ornithologists keep webcam watch
Photo: Andreas Nordström/Image Bank Sweden
Gallery
Top ten Swedish beach hot spots
Tech
Swedish Wiki vet sets new content record
Photo: Fastighetsbyrån
Lifestyle
In Pictures: The Local's Property of the Week
Photo: Finest.se
Gallery
People-watching July 15-16
Photo: Ola Ericson/Image Bank Sweden
Society
What's On in Sweden
Photo: Lisa Mikulski
National
Hope springs eternal for expat pet shop owner
Gallery
Princess Estelle steals limelight at mum's birthday
National
Swedes risk infants' lives by covering up prams
Sponsored Article
Introducing... Your finances in Stockholm
Sponsored Article
Introducing... Housing in Stockholm
Latest news from The Local in Austria

More news from Austria at thelocal.at

Latest news from The Local in Switzerland

More news from Switzerland at thelocal.ch

Latest news from The Local in Germany

More news from Germany at thelocal.de

Latest news from The Local in Denmark

More news from Denmark at thelocal.dk

Latest news from The Local in Spain

More news from Spain at thelocal.es

Latest news from The Local in France

More news from France at thelocal.fr

Latest news from The Local in Italy

More news from Italy at thelocal.it

Latest news from The Local in Norway

More news from Norway at thelocal.no

734
jobs available
Swedish Down Town Consulting & Productions
Swedish Down Town Consulting & Productions is an innovative business company which provides valuable assistance with the Swedish Authorities, Swedish language practice and general communications. Call 073-100 47 81 or visit:
www.swedishdowntown.com
If you want to drink, that’s your business.
If you want to stop, we can help.

Learn more about English-language Alcoholics Anonymous in Sweden. No dues. No fees. Confidentiality assured.
AA-EUROPE.ORG/SWEDEN
PSD Media
PSD Media is marketing company that offers innovative solutions for online retailers. We provide modern solutions that help increase traffic and raise conversion. Visit our site at:
http://psdmedia.se