95% of calls successfully completed

Ref: 37/00
Date:18 May 2000

The latest results of industry surveys of call rates for the four mobile networks have been published today by Oftel.

As well as containing information on the overall national performance of the networks, for the first time the surveys also contain greater information on the regional performance of the networks.

The UK has been divided into nine areas: London, South East England, South West England, East Anglia, Midlands, Northern England, Wales, Scotland, and Northern Ireland, with a total of 70 different towns and cities surveyed.

The surveys were carried out by the four network operators BT Cellnet, One2One, Orange and Vodafone, according to agreed criteria, and in consultation with Oftel and consumer groups. A minimum of 20,000 calls were made within each of the four networks to test performance.

All four mobile network operators successfully connected and completed in excess of 95% of calls at the national level over the six-month survey period.

Welcoming publication of the surveys, David Edmonds Director General of Telecommunications said today:

"I am delighted that the four network operators have published far more detailed information on the regional performance of their networks.

"Mobile phones are all about communication on the move and today’s survey provides useful information for consumers on the performance of the four networks.

"Reliability is just as an important factor as price, and as more and more people use a mobile phone to stay in touch, information on network performance will become increasingly important.

"I look forward to the publication of the next survey later this year."

David Edmonds said that all telecoms companies have an important duty to provide consumers with clear and accessible information on quality of service and pricing.

"In line with Oftel’s strategy to encourage self-regulation, I expect the telecom companies to continue to demonstrate their willingness to provide consumers with this kind of service and demonstrate that they can provide the best deal for consumers in terms of quality, choice and value for money.

"Over the next month Oftel and the industry will publish a wide range of new information for consumers. These include consumer complaints about telephone companies, a wider range of pricing comparisons for fixed phone bills at www.phonebills.org.uk and international price comparisons. Fixed line telephone companies have already published their latest quality of service results in the Comparable Performance Indicators (CPI) booklets."

Notes to Editors

1. The full results and details of the survey can be found on Oftel’s website at www.oftel.gov.uk/feedback/mble0500.htm

2. The mobile network operators undertook their own drive round surveys, making a minimum of 20,000 test calls between 1 October 1999 and 31 March 2000. Seventy towns and cities plus major ‘A’ roads and motorways were surveyed throughout the UK. One2One did not survey Northern Ireland due to having no commercially available network within the region during the time of the survey. Measurements were made using an agreed set of roads, although the same roads were not necessarily driven in the towns and cities. The roads were driven Monday to Friday between the hours of 8 am and 8 pm, excluding Bank Holidays. All the calls were made using automated call generating equipment. The drivers of the vehicles did not make calls.

3. Consumers should note that the survey results are limited by a number of factors, including the nature and location of the tests employed. The results should not be seen as recommended best buys and should not, therefore, be relied upon when making purchase decisions. Consumers’ own experience may differ from the reported level of service depending on factors such as the handset and equipment being used, geographic location and time of day.

4. Furthermore, when making a purchase decision, consumers should also take into account other factors including price of handset, connection charge, call tariffs, claimed coverage, service features, terms and conditions and indeed any other factors which individuals consider relevant to their needs.

5. The quoted performance figures are not directly comparable due to the tolerances inherent in the survey specification. The operators together with Oftel and consumer groups, are currently working to further improve the methodology, comparability, and accuracy of the survey approach used. Oftel accepts no liability in respect of any of the results.

6. The mobile network operators, together with Oftel and consumer groups (Consumer Communications for England (CCE), Telecommunications Managers Association (TMA), Telecommunications Users Association (TUA) and Consumers' Association (CA)), are currently working to further improve the methodology, comparability and accuracy of the survey approach used.

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