3 November 2008
One in ten mobile broadband customers feel that they were mis-sold their package, according to new research commissioned by O2. The mobile operator found that a number of customers feel somewhat cheated over the cost of the service provided and the level of broadband coverage. Indeed, almost one-third said their mobile broadband package was costing them more than they anticipated when they took out the deal. Furthermore, one-fifth said they were disappointed not to be able to use their mobile broadband in certain areas, as they had been under the impression that coverage was more widespread. Peter Rampling, marketing director at O2, said: "Across the industry there are too many customers whose mobile broadband expectations have been set too high and have then been disappointed, which is a terrible shame given there are loads of people who are having a great time with mobile broadband." In response to the research, O2 has announced plans to revive its own mobile broadband offering by making pricing structures clearer and launching a new coverage checker service. Industry watchers Analysys Mason predicted recently that one quarter of households with broadband will have switched from fixed-line to mobile broadband connections by 2013.