mobile

Tesco Mobile, EE, Vodafone, Sky Mobile, O2 and Three all have different policy when it comes to how much customers pay when using their mobiles in the EU post-Brexit

Tesco Mobile has extended its free-roaming policy so customers can use their minutes, texts and data for no extra cost when in Europe.

Since leaving the EU, people living in the UK have been excluded from the bloc’s 2022 Roaming Regulations, which ban mobile operators from charging customers extra when they travel into other EU countries with their phone.

While some providers have allowed their customers to keep the perk, others have started charging considerable sums. Today, Tesco Mobile announced that it will not charge its users extra for texts, calls, and data made across 48 EU destinations “into 2026 and beyond.” Until this point, Tesco Mobile had hinted that the perk would end at the beginning of next year.

Laura Joseph, chief customer officer at Tesco Mobile, said: “We know how important it is for families to stay connected—whether you’re sharing holiday snaps, checking in with loved ones, or finding your way around a new city. That’s why we’re proud to extend our roaming offer, giving customers the freedom to use their UK data, minutes, and texts across 48 destinations in the EU and beyond, at no extra cost. With no setup, no hidden fees, and no stress, it’s one less thing to worry about when you’re away.”

Here is a rundown of the other major mobile providers in the UK and how much they charge for roaming in EU countries.

Under EE you can use your minutes, texts and data allowances in its European roaming zone – which includes most countries on the Continent – for £2.50 a day (up until midnight UK-time). You don’t need to do anything to opt in. If you use your allowances you’ll pay £2.50 for that day, and if you don’t, you won’t be charged anything. You can also buy a £10 ‘roam home’ seven day package.

The phone company offers free data roaming in the EU, so your data (subject to roaming limit), minutes and text allowances will work in the Europe Zone, just like they do at home.

If your UK monthly data allowance is over 25GB, you’ll have a roaming limit of 25GB when roaming in the firm’s Europe Zone. This means you can use up to 25GB of your allowance at no extra cost. O2 sends customers a text if they’re getting close to the limit, and again if they reach it. Then they can buy a ‘bolt on’.

For Pay Monthly customers, it’s a daily charge of £7 per day for unlimited calls, texts and date. For Pay As You Go customers, it’s a daily charge of £1.99.

Those customers whose plans started on or after October 1, 2021 can unlock their data, call and text for a daily roaming charge. For Pay Monthly customers, roaming costs £2 a day in Europe and £5 a day in Go Roam Around the World destinations. The Republic of Ireland and the Isle of Man are excluded from the daily roaming charge.

If you’re on a Three Your Way plan, it comes with up to 56 days of roaming included. If you run out – or you’re on a Standard plan – you can also buy three, seven, or 14-day Go Roam Passes. With a £5 a day Data Passport, you can get unlimited data to use when roaming.

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If your plan doesn’t have inclusive roaming in the firm’s Europe Zone – which includes all European countries other than Ireland, the Isle of Man, Iceland and Norway – then it will cost you £2.57 a day to roam. You can reduce this cost with a European Roaming pass, available as £15 for eight days or £20 for 15 days (a cost increase of roughly 25% in two years)

A day starts from the time when roaming is detected and lasts for 24 hours. For example, if roaming is detected at 10am, the daily roaming fee would be valid until 10am the next day. If you bought your plan before 11 August 2021, roaming is included up to 25GB of data usage.

‘Roam Like Home’ is available to all BT Mobile customers at no extra cost. It lets you to use your minutes, texts and data allowances within our Roam Like Home zones without paying extra roaming charges.

From 15 June 2017, if your plan gives you 20GB or more of data each month, a surcharge may be applied if you use more than 15GB, while roaming, in one billing cycle.

GiffGaff has one of the most generous policies out there. The company’s plans can be used in the EU and selected destinations just as customers would use them at home and at no extra cost. If you opt to pay as you go and use credit instead, data, calls and texts will be charged at the firm’s pay-as-you-go UK rates while you roam in the EU.

There’s a fair use limit on data of 5GB. If you go over it’ll cost 10p/MB, or you can start a new plan early which will give you another 5GB allowance.

The company has a roaming passport which costs £2 a day and lets you access your UK data, calls and text allowances in over 55 popular holiday destinations, including the EU, the USA and Australia and more.

MILLIONS of mobile phones across the UK will be sent an emergency text alert next weekend.

Phones will emit a loud siren as part of the second test of the national emergency alert system.

This will be the first time it is tested nationwide since 2023.

Devices connected to 4G and 5G networks will emit a siren sound for up to 10 seconds at around 3pm on Sunday, September 7.

Mobile phones will also vibrate during the test, and users will be sent a message to make clear that the alert is a drill.

More to follow… For the latest news on this story keep checking back at The Sun Online

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Mobiles.co.uk is offer not one, not two, but THREE pieces of tech for the same monthly cost.

The phone provider is offering a free Chromebook and earbuds with Samsung’s flagship device, the Galaxy S25 Ultra, on the iD Mobile network.

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Samsung Galaxy S25 Ultra with Buds3 Pro and
Chromebook Go: From £29.99p/m

This is a great opportunity to pick up a new laptop device with a brand-new mobile, and to upgrade your audio too.

It’s an absolute gem of a deal for students returning to college or university – although anyone on a tighter budget should look at a similar Chromebook giveaway with the cheaper Samsung Galaxy A16 at Tesco Mobile.

By contrast, the Samsung Galaxy S25 Ultra is the brand’s reigning monarch of smartphones.

Here, it’s bundled with a brand-new Samsung Chromebook Go, AND a set of noise-cancelling earphones.

Best of all, you’re getting the best of everything, all on one simple monthly plan on the iD Mobile network.

Prices for these pay-monthly plans can vary, as is standard practice.

As you’d probably imagine, the more you pay upfront, the lower your monthly bill will be, giving you flexibility to choose a plan that suits your budget.

You’ll find cheaper phones elsewhere, that’s for sure, but the Samsung Galaxy S25 Ultra is a beast, plain and simple.

This top-end Android handset has all the latest tech, including some clever AI stuff, and a camera that’s in a league of its own.

The screen is a huge 6.9-inch beauty that’s so bright and clear it’ll make everything look amazing.

The main lens is a massive 200MP, so your photos will be sharp as a tack, and the huge 5,000mAh battery will keep you going all day long without needing a charge.

Jamie Harris, The Sun’s Assistant Tech Editor, got his hands on this top-of-the-range mobile.

In his Samsung Galaxy S25 Ultra review, he notes that while “all phone makers are making noise about AI,” Samsung’s new features are positioned as a “companion” to make daily life genuinely easier.

Harris praises the phone’s physical design, stating, “The first thing I’ve noticed this time around is how much lighter it is – literally, so much lighter.”

And then of course there’s that Chromebook, which runs on Google Chrome OS and is the perfect little workhouse for browsing, admin tasks and streaming.

The best bit is that you get both of these bits of kit on a single, easy-to-manage contract.

The Buds3 Pro earbuds, meanwhile, are noise-cancelling and are sold separately for £219 on the Samsung website.

Seriously, if you’re looking for a general level up across your devices, this deal is a winner.

Just keep in mind you’ll need to head to the claims page on the Mobiles.co.uk website to ensure you get the Chromebook.

Samsung Galaxy S25 Ultra with Buds3 Pro and
Chromebook Go: From £29.99p/m

Looking for a laptop on its lonesome? The Sun Shopping team’s Tom Tyers recently spotted a ‘powerhouse’ laptop slashed from £450 to £230 on Amazon.

SMARTY’s latest offer hands you a massive data boost for no extra cash.

Right now, you can bag 24GB of data for only £7 a month, the same price you’d normally pay for just 8GB.

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Smarty SIM-only deal, 8GB 24GB data for £7/month

That’s triple the data without spending a penny extra.

It’s Smarty’s latest push to give shoppers more for their money, and frankly, it’s a pretty solid offer.

If you’re after enough data to stream Spotify, scroll socials, and cover your everyday browsing on the go, this plan has you well covered.

You’re on a low, flat monthly fee with no sneaky mid-contract price hikes lurking in the small print.

And because Smarty runs on rolling 1-month contracts, you can walk away whenever you like, no strings attached.

That kind of freedom is a big part of why Smarty has built such a loyal following among budget-conscious shoppers..

The service rides on Three’s network, which already offers solid coverage across most of the UK.

To be sure, you can double-check your signal with Smarty’s handy coverage checker before you sign up.

There are a few tempting offers on the table right now, but the standout is the 8GB SIM-only plan, currently boosted to a chunky 24GB for just £7 a month.

That’s not bad at all when you consider some providers will happily charge you twice as much for a fraction of the allowance.

Best SIM-only Smarty deals:

If 24GB isn’t enough, you’ll find other plans going up to unlimited data, still at budget rates.

Here are some of the best:

But for light-to-moderate users, the triple-data offer is hard to beat.

And with no contract tie-in, you can switch, upgrade, or leave whenever you fancy.

If you’re also hunting for other tech savings, there are a couple of standouts doing the rounds this week.

You can boost your online security and save 72% on NordVPN, and they’re throwing in a free Amazon gift card worth £50 just for signing up.

And for those who want a new handset without the big spend, there’s an ‘excellent condition’ refurbished iPhone 13 going for just £20 a month.

If these deals don’t quite fit the bill, have a look at our roundup of the best SIM-only deals from all the big networks.

Smarty SIM-only deal, 8GB 24GB data for £7/month

Holidaymakers have been urged to stop using their mobile phones for one thing at the airport. According to gaming expert, Dmitry Kandratsyeu, the mistake could be “costly”

While many of us love the thought of going on holiday, sometimes the airport experience can be quite stressful. From the queues to worrying if you have everything packed – all sorts of things cross your mind when you travel, which means it’s not always an easy process; however, an expert has warned there’s one activity you may want to steer clear of.

It you’re hoping for a peaceful and stress-free flight there’s one thing you may want to avoid doing at the airport to make your air travel experience a lot better. It’s advice you could really want to follow if you’re known to use your mobile phone a lot, as it could actually have a big impact on your journey.

With holiday season in full swing at the moment, there are all sorts of viral tips doing the rounds. But, when it comes to looking after yourself, and your tech, there’s vital advice people need to be aware of.

Games expert Dmitry Kandratsyeu, Head of Product at Solitaires.com, explained: “As a games expert with an interest in gaming habits, I’ve noticed that a lot of popular mobile games are designed to keep your brain on high alert. Fast-reaction titles like Candy Crush, Stack or Duet are all about quick thinking, bright visuals and constant rewards. It’s a recipe for staying engaged, but also for feeling overstimulated.

“In my view, when you play these kinds of games for long stretches during a flight, you’re not giving your mind much chance to switch off. Instead of helping you unwind, they can leave you feeling wired and restless. Your brain is processing rapid taps, colourful animations and pop-up messages all at once.

“That flood of stimulation doesn’t exactly set you up for a smooth nap or an easy adjustment to a new time zone, which can have a negative effect on jet lag symptoms.”

The expert added: “There’s also the matter of blue light from your phone or tablet. Research has shown that blue light can suppress melatonin, the hormone that helps signal when it’s time to sleep.

“Combined with cabin lighting and the general disruption of your usual sleep routine, it’s easy to see how hours of fast-paced gameplay could make jet lag feel even worse.

“Of course, games can be a great way to pass the time on a long-haul flight. But it pays to think about what kind of experience you’re choosing. I’d recommend mixing in slower-paced options like Solitaire, word puzzles or audiobooks.

“These still help you stay occupied, but they don’t demand the same intense focus. If you do prefer fast-action games, try limiting your sessions and giving your eyes and brain regular breaks. Even something simple – like turning off your screen an hour before landing – can help you feel calmer and more rested when you step off the plane.

“Ultimately, it comes down to balance. Games are a fantastic way to make travel feel shorter but, in my opinion, it’s wise to be aware of how certain titles affect your mental state.

“Even just switching off your screen an hour before landing could make you feel noticeably more refreshed and ready to adjust to your destination.”

So, there you have it, how you use your phone at the airport can actually hinder your travel experience, espeically if you play games. While fast-paced games can overstimulate your brain, making it harder to relax during a flight, bright screens and quick reaction gameplay may disrupt your body’s natural sleep cues.

Choosing calmer games or offline puzzles could help you wind down and arrive feeling fresher, which means they are often the better choice if you feel the need to keep your brain active.

There are a number of hazards that can pose a risk to your devices on holiday, and travellers are being urged to be aware of them before they head away this summer

When jetting off abroad, mobile phones enable us to stay connected with family and friends, navigate unfamiliar locations and capture every precious holiday memory. However, taking your phone on holiday exposes certain risks.

There are the standard threats you encounter daily, such as damage from accidental tumbles and bumps, or the possibility of theft. Additionally, there are extra perils you encounter when holidaying at coastal resorts or scorching destinations.

Mobile specialists at Compare and Recycle have cautioned travellers to be vigilant about three dangers to their gadgets while on holiday. It comes after a warning to Brit tourists planning all-inclusive holidays to Spain.

READ MORE: ‘I went to city with pretty canals, bikes and less tourists than Amsterdam or Venice’READ MORE: Holidaymakers should watch for ‘apple pips’ in hotel room when they check-in

Even minuscule sand particles can inflict considerable harm to your gadget, increasing the likelihood of malfunction or potentially making it trickier to trade in later.

Lee Elliott, chief product officer at Compare and Recycle, warned: “Our phones are a lifeline while we’re abroad. We use them for navigation, keeping in touch with people and for spending money.

“Unfortunately, most phones aren’t as durable as we think they are when exposed to sun, sea and sand. Knowing what not to do if your phone gets damaged can be the difference between saving it or losing it for good.”

The three dangers holidaymakers must steer clear of are: saltwater corrosion, sand infiltrating the charging port and heat-related overheating, reports the Manchester Evening News.

Holiday-goers are advised to ensure they take the following precautions:

• If you’re taking your phone in the sea or pool making sure you use waterproof pouches – or avoid taking it out when next to the water altogether because not only would you need a new phone, but your old one would be worth nothing – as any water damage at all completely devalues your device when it comes to selling it on to a mobile phone recycler. If your phone does go for a dip, it’s best to turn it off immediately to stop the water damaging the phone any further, and have it be repaired by a professional as soon as possible.

• Never poke sand out of your charging port with anything metallic. The experts advise opting for a soft-bristled toothbrush to try and dislodge the sand granules, using Blu-tack, or trying another type of soft putty. If it won’t budge, don’t force it and avoid blowing hot air into the port too as this can induce moisture.

• If you cannot keep your phone in the shade (for example, if you’re sunbathing) turn it onto flight mode or battery saver to help it stay cooler and put it in your bag – and if it does overheat, always remove the case to help it cool down faster.

READ MORE: Ryanair-approved cabin case to rival Antler gets slashed by 30% in summer sale

Footage from the occupied West Bank city of Hebron shows Israel installing mobile housing units in a section of the city formally under the control of the Palestinian Authority, raising fears of further settlement expansion.

Julie

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A mobile phone?

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Before you settle in for a comfortable long-haul flight, there’s one thing you need to do for added peace of mind.

According to one travel expert, incorporating this extra step into your pre-flight routine can save you from an unexpected charge when you return home.

Georgia Brivida, of international SIM provider Sim Local, is advising British holidaymakers to switch off the autoplay feature on their phones before boarding their flight. She says neglecting to disable this setting could lead to a hefty charge. According to Brivida, this unassuming setting can drain data and rack up your phone bill – often without you even realising it.

“Autoplay is a feature that automatically plays videos as you scroll through apps like Instagram, TikTok, Facebook and YouTube, often without you even tapping play. It’s fine when you’re connected to Wi-Fi at home but when you’re abroad and paying per megabyte, it can quietly burn through your data in no time just from using your phone like you normally would,” says Brivida.

READ MORE: Genius packing hack praised as traveller avoids paying £43 for extra luggage

If you fail to disable the setting you’re likely to scroll quickly through your socials as you normally would – even streaming a short video to kill idle travel time – draining your data all the while.

Streaming a video on platforms like YouTube or Netflix for just 10 minutes can use up to 100MB of data, according to Sim Local. As well, scrolling through TikTok or Instagram uses around 20MB and listening to music or podcasts on Spotify may use around 15MB.

Web browsing uses slightly less at around 10MB in just 10 minutes. But if you spend 30 minutes scrolling through TikTok while waiting for your taxi when you land, that’s roughly 60MB of data gone and watching just a few YouTube videos en route to your hotel will burn through another 200MB.

Over several days of your holiday it is all too easy to rack up several gigabytes of data and if without the right roaming plan, you could be looking at a phone bill in the triple digits.

Thankfully, turning off autoplay is very simple and it’s worth doing to save yourself an expensive bill, plus it’ll give you more control over when your data is used.

How to switch it off

To switch it off on iOS (iPhone), simply go to Settings, then Accessibility and tap on ‘Motion’. Find the toggle switch for Auto-Play Video Previews and turn it off

On Android phones, go to Settings then scroll down and select Google, select All Services, then tap ‘Search, Assistant & Voice’ and select ‘Other Settings’. From here click on Autoplay video previews and select ‘never’.

A “MANDATORY” update is going out to some mobiles after reports of fires breaking out when charging.

While the update is important for safety, affected users will notice a knock to their battery’s capacity as a result.

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Google has confirmed to The Sun that a “subset” of Pixel 6a devices will receive it “to reduce the risk of potential battery overheating”.

It comes as a number of unverified reports online that the phone caught fire when on charge.

One user shared pictures of his destroyed Pixel 6a which they say began to “shoot out hot gas” in the middle of the night as it was on charge.

“Luckily, I was able to smother the fire, then throw the still-smoking phone into the toilet before the fire spread,” Reddit user zaliver claimed.

“My wife and I are pretty shook up about it.”

A small number of other users have reported similar issues.

“The update will enable battery management features that will reduce capacity and charging performance after the battery reaches 400 charge cycles,” Google said.

“We’ll contact impacted customers next month, with all the information they need to address the issue.”

It comes only a few months after another update impacted the batteries on the Pixel 4A, though this incident affected all models and wasn’t a result of safety concerns.

Owners were offered a free replacement battery to solve the problem.

Must-know Android tips to boost your phone

Get the most out of your Android smartphone with these little-known hacks:

MILLIONS of Vodafone and Three customers are set for a huge boost to their mobile signal as the newly-merged mega network reveals its £11billion grand plans.

A major improvement to services will start for more than seven million users of Three and its budget sub-brand SMARTY in just two weeks time.

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Customers will receive a 20 per cent average speed uplift on 4G.

And within a few months, 27million mobile subscribers across both Vodafone and Three will benefit from better signal with shared access across both networks at no extra cost, the new joint VodafoneThree firm claims.

This will eradicate dreaded “not spots” from 16,500 sq/km of the country – the equivalent to 10x the size of London.

VodafoneThree has confirmed that its various brands will remain separate.

This not only includes Vodafone and Three, but also VOXI, SMARTY and Talkmobile which piggyback on their network kit.

However, Vodafone will be the only brand for business customers.

“A new era of connectivity has begun,” said Max Taylor, CEO of VodafoneThree.

“We will connect every nation, every community, in every corner of the UK.

“We will build the UK’s best 5G network with an unprecedented £11bn privately funded infrastructure project, laying the digital foundation for our country’s growth ambitions.”

The network is pledging to bring 99.95 per cent of the population 5G Standalone – the fastest version of 5G speed around – by 2034.

And by this time next year, bosses are planning to launch trials of space-based satellite mobile network coverage too to eliminate even more “not spots”.

Chancellor Rachel Reeves said: “I’m delighted that this huge investment is being made in mobile phone network infrastructure, better connecting people with families, loved ones and work by providing stronger, more widespread 5G coverage.”

BROADBAND SHAKE-UP

Changes are afoot for broadband services too.

Three’s brand will disappear from its mobile broadband over the next 12 months and brought together with Vodafone’s Full Fibre, all under the Vodafone name.

The firm has announced a new partnership with Community Fibre on top of existing deals with CityFibre and Openreach.

Two extra customer care centres are opening in Belfast and Sheffield as well, bringing 400 jobs back to the UK.

Vodafone and Three both operate their own stores across the country but the company says it has “no planned retail redundancies”.

The £16.5billion tie-up makes VodafoneThree the UK’s biggest mobile network.

WILL PRICES RISE?

Analysis by Jamie Harris, Assistant Technology and Science Editor at The Sun

All these changes sound pretty exciting – but most customers will be wondering if it will cost them more.

VodafoneThree says its mobile network boost comes at “no extra cost”.

And bosses have insisted as much to get the deal over the line for months.

Vodafone’s CEO Margherita Della Valle told BBC Radio 4’s Today programme in December that the merger would cause “no extra costs from public funding and no extra cost for our customers”.

The company has had to agree to a number of legally binding commitments to win the approval of the competition regulator CMA.

One of those was a cap on “selected mobile tariffs and data plans” for three years.

As things stand Vodafone, Three and sub-brands VOXI, SMARTY and Talkmobile, will continue to sell their own mobile products, so it shouldn’t result in less choice or competition.

MICROSOFT is warning users that their passwords will disappear soon from a popular free app.

The tech giant is removing the password storage tool within its Microsoft Authenticator app.

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While many use the platform to verify their identity there is also a useful password autofill capability.

The feature allows users to securely store all their passwords in one place and summon them from any mobile device or computer you’re logged into.

But it’s being phased out, with the first stage commencing in days.

From June, you’ll be blocked from saving any new passwords on the app.

Then in July, the autofill function that automatically adds your login details onto webpage will stop working.

Finally, the entire saved passwords tool will cease in August with any login data stored on the app deleted.

Microsoft has ramped up warnings to users, with a banner now appearing in the app.

“Autofill via Authenticator ends in July 2025,” the app says.

“You can export your saved info (passwords only) from Authenticator until Autofill ends.

“Access your passwords and addresses via Microsoft Edge at any time.

“To keep autofilling your info, turn on Edge or other provider.”

The popular passkeys and two-factor authentication features on Microsoft Authenticator will continue to work as normal.

It all comes as tech firms shift away from the dreaded password which are easily hacked, due to common mistakes like re-used passwords or easily guessed terms.

By comparison, passkeys can’t be guessed and they’re impossible to re-use too.

A number of tech companies such as Google are shifting people from passwords to passkeys.

SHOULD I SWITCH TO PASSKEYS?

Here’s what security expert Chris Hauk, Consumer Privacy Advocate at Pixel Privacy, told The Sun…

“Passwords are both hard to remember and in most cases, easy to guess.

“I would venture to say that most users (especially older users) will reuse passwords, simply because of all of the websites and apps that require sign-ins.

“While password managers do help, they are at best, a stopgap measure and do not offer full-ranging security for your login information.

“Passkeys offer the advantage of eliminating the need to enter an email address and password to log in.

“This is especially handy when users are logging in on an iPhone or Android device.

“Passkeys have multiple advantages over passwords. Passkeys cannot be shared or guessed.

“Passkeys are unique to the website or app they are created for, so they cannot be used to login elsewhere like a reused password can.

“Plus, passkeys cannot be stolen in a data breach, as the passkeys are not stored on the company’s servers.

“But are instead are a private key stored only on your device, where biometric authentication (like face ID or Touch ID) is required to use the passkey.”

Image credit: Getty

THE best and worst broadband and mobile providers for customer service have been revealed by the regulator.

All major providers were ranked on how pleased customers were with the service.

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O2, which has millions of customers was rated below average when it came to customer satisfaction for mobile providers.

The telecoms giant fell below the sector average when it comes to customer satisfaction as it scored 85% and the average is 88% 

Last year, the firm also generated the most complaints, when it had 21 complaints per 100,000 customers.

The second worst ranked mobile provider was Vodafone who had a score of 84% when it came to how pleased users were with it’s service.

The pair were trumped by Tesco Mobile and giffgaff, which both 94% for overall satisfaction.

Tesco Mobile also led in satisfaction with complaints handling and generated the fewest complaints to Ofcom, when it had just four complaints per 100,000 customers.

However, Ofcom said that the average number of complaints reduced in 2024 across all providers.

Elsewhere, the average call waiting time for mobile customers decreased in 2024, from 2mins 24s in 2023 to  1min 52s in 2024.

Ofcom said Lebara had the shortest average call waiting time in 2024 at 15s while O2’s was the longest, at 3min 27s. 

Moving on to broadband and TalkTalk had a lower-than-average overall satisfaction score of 77% and also ranked poorly for complaints handling.

However, NOW Broadband, which is owned by Sky, generated the most broadband complaints to Ofcom at 65 per 100,000 customer.

Virgin Media generated the second highest number of fixed broadband complaints per 100,000 customers, at 56.

While EE was the third most complained-about broadband provider last year with 52 complaints per 100,000.

Plusnet achieved the highest overall satisfaction score at 91%, when it came to broadband.

When it came to landline, Plusnet also had the highest overall satisfaction score at 83%.

Meanwhile, Virgin Media customers were less pleased with the service giving the provider a rating of 67%.

Ian Macrae, Ofcom’s director of market intelligence, said: “Call waiting times have come down for many providers and satisfaction with complaint handling is on the up. 

“And we’re seeing competition in action, with smaller players challenging some of the bigger, well-established providers.”

He added: “But there’s further to go. Not all companies have made the same progress and it’s still taking the industry too long to fix things when they go wrong.”

A Virgin Media O2 spokesperson said: “Ofcom’s report shows that the vast majority of our customers were satisfied with their services in 2024, and highlights some improvements that have been made – including on complaints handling.

“While today’s data relates to the whole of 2024, we know from the regulator’s most recent statistics that the turnaround strategy we implemented in the middle of last year has led to significant improvements, with complaints about Virgin Media and O2 now at their lowest levels for several years.”

They added: “We’re continuing to make real progress through this strategy and we’re committed to giving our customers the best possible experience.”

How to complain about your service

If you’re unhappy with the service you’ve received, you’ll first need to contact your provider’s customer services department and explain the problem.

If this doesn’t resolve the issue, you can make a formal complaint to the company.

You can find details on how to do this on the back of your bill or on the company’s website.

Depending on your complaint type, you’ll be able to contact the customer service team by web chat, telephone or by post.

You’ll need to let the company know what has happened and what you want it to do to put things right.

If a formal complaint gets you nowhere, after eight weeks you can ask for a “deadlock letter” and take your dispute to the appropriate Alternative Dispute Resolution (ADR) scheme.

These are free to use and will act as an independent middle man between yourself and the service provider when an initial complaint cannot be resolved.

There are two ADR schemes in the UK – the Communications Ombudsman and CISAS. 

Your provider is required to be a member of one of these and you can find out which one your provider is covered by visiting ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes.

Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.

You must also have received a so-called deadlock letter, where the provider refers your complaint to the appropriate ADR.

You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks.

To make a complaint fill in the ADR scheme claims form on its website – or write a letter if you’d prefer.

The ADR scheme then bases its decision on the evidence you and the company submit.

If you choose to accept its decision, your supplier will then have 28 days to comply.

But if an individual chooses not to accept the ADR’s final decision, they lose the right to the resolution offer.

A Which? travel expert has explained why you should always have your phone nearby when you’re booking a holiday

Most people have a checklist of items they’ll gather before booking a holiday, such as a calendar, a credit card, and a laptop. However, holidaymakers should also make sure they have a phone to hand when searching for deals.

A travel expert has revealed people should never book a holiday without a phone nearby or risk paying more than they need to. The tip was shared on TikTok by a Which? travel expert in a video on the consumer champion’s TikTok page.

In the Which? video, the expert said: “I would never book a hotel on a computer without checking the price on my mobile phone first.” She explained: “We slashed £270 off the price of an apartment in Amsterdam on Booking.com, and we saved almost £100 on a weekend in Florence with Expedia, just by booking a mobile exclusive.”

As such, it could pay off to check for deals using a phone before hitting checkout on a laptop. It wasn’t the only tip the expert shared to benefit holidaymakers. She also said she would never book a flight with an online travel agent without checking the cost with the airline first.

“Although online travel agents appear to be cheaper, they tend to whack up the prices of extras, such as bags and seats,” she reasoned. “If you need those, it might be cheaper just to go with the airline directly.”

Additionally, when making your booking, the expert said not to pay to sit with travel companions when flying with Jet2 or BA. She told viewers: “Jet2 and BA told us that they’ll always try to seat groups together where possible, but Wizz Air and Ryanair are more likely to split you up unless you pay to sit together.”

According to the pro, booking car hire excess insurance with the hire company is another common mistake. Instead, she recommended booking with a third party before you go, which should work out cheaper.

Similarly, she advises against changing money at the airport as the exchange rates are “notoriously terrible.” As such, it pays off to be prepared and change money before departure.

When changing money, Which? recommends shopping around. Advice on the Which? website says: “Not all bureaux de change will use the same money exchange rates or charging structures. Some impose a fee when you buy foreign currency, while others don’t – so you must consider the total cost of changing your cash before handing it over.

“This is simpler than it sounds; just ask exactly how much foreign currency you will get from each outlet in return for the pounds sterling you are seeking to exchange.

“It’s worth comparing the deals on offer from several companies before changing your money, and you may also want to steer clear of high street banks. Which? research shows banks typically fail to offer the best exchange rates and may only offer currency exchange services to existing customers.”