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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

Nearly one in four Swedes who use broadband">mobile broadband has complained to the provider about the service received, according to findings from the Swedish Quality Index.

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)

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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
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