29 million mobile users suffer signal problems in their own home
More than half of mobile users — 29 million people — regularly suffer signal problems at home[1], including calls dropping out[2]
Mobile providers’ most common solution is Wi-Fi Calling[3], but one in three (35%) consumers don’t know what that is[4]
Rural areas are hardest hit overall, with four in ten (40%) customers reporting issues[5], while Londoners are worst affected by poor quality audio[6]
Living rooms are most common place for signal issues[7], while those who have extended their property are twice as likely to suffer problems as those who haven’t[8]
Half of mobile users don’t check network coverage maps before signing up to their current service[9]
Uswitch.com reminds consumers to consider providers’ network coverage before choosing a supplier.
Never mind 5G….more than half of mobile users, some 29 million people, regularly suffer problems with the signal inside their homes[1], reveals new research by Uswitch.com, the comparison and switching service.
According to the survey, over a quarter of people (27%) report having to move to another room because of poor mobile reception, while almost one in five (19%) use a messaging service like WhatsApp or iMessage instead. One in seven (14%) simply leave the house in a bid to get a better signal[10].
When mobile users asked their provider for help with reception issues, well over a third (37%) were recommended to make calls over their Wi-Fi[3] instead. But, although nearly two fifths of mobile users (39%) regularly use Wi-Fi Calling[11], more than a third of consumers (35%) don’t know what it is[4].
Reception issues are worst in semi-detached houses, with nearly one in three residents (30%) enduring a substandard signal[12].
Thick walls and some types of insulation can interfere with how well the signal reaches phones[13]. In fact, people who have extended their property are more than twice as likely (63%) to suffer constant problems with their mobile reception as those who have not (31%)[8]. Two in five (41%) of those with loft extensions also complained that calls dropped out regularly.
Rural areas suffer the biggest issues with mobile reception, and are almost 50% more likely than residents in suburban regions to face failed calls. More than four in ten residents (40%) living in the countryside complain of dropped calls, which falls to a third (33%) for urban areas and a quarter (27%) for suburban regions[5].
Residents in London, Edinburgh and Belfast are most likely to endure failed calls due to signal issues (18%)[6].
Table: Cities most affected by calls dropping out entirely
| City | Percentage of people affected by calls dropping out often or all the time |
|---|---|
| London | 18% |
| Belfast | 18% |
| Edinburgh | 18% |
| Newcastle | 17% |
| Bristol | 16% |
| Birmingham | 14% |
| Brighton | 13% |
| Norwich | 13% |
| Plymouth | 11% |
| Nottingham | 11% |
Source: Uswitch.com
Mobile users most commonly experience problems in the living room, with almost four in ten people (39%) having signal issues there. The bedroom (31%) and kitchen (29%) were next worst, while one in ten people (10%) complained of poor reception in the toilet[7].
Table: Providers whose customers complain most often about calls dropping out
| Provider | Percentage who had signal problems at home |
|---|---|
| EE | 18% |
| O2 | 15% |
| Vodafone | 14% |
| Virgin Mobile | 11% |
| Tesco | 8% |
| Three | 8% |
| GiffGaff | 6% |
| BT Mobile | 6% |
Source: Uswitch.com
Many users are making a rod for their own back by failing to research the signal strength in their area. More than half of mobile users (51%) didn’t check the coverage in their area before choosing a provider[9].
Uswitch.com is urging consumers to check the network coverage in their area before choosing a supplier, and consult providers’ coverage maps to make an informed choice.
Ru Bhikha, telecoms expert at Uswitch.com, comments: “There’s nothing more frustrating than having to march around your home in a vain bid to get a decent signal, but it’s a struggle experienced by 30 million of us.
“The digital divide stubbornly persists, with residents in rural areas almost 50% more likely to suffer dropped calls than those in suburban areas.
“If you’re having problems getting a good signal through your mobile reception, your best bet could be making calls over Wi-Fi instead. It’s easy to do, but you’ll need to check whether it’s supported by your mobile provider.
“The mobile reception in your home will be determined by a huge number of factors including the coverage in your area, the thickness of your walls and the presence of materials that can block the signal.
“However, the quickest way of ensuring you have the strongest mobile reception possible is to check network coverage maps before you sign up with a provider. It takes only five minutes and could help you find which network has the best signal in your area.”
Find out how much you could save a year with Uswitch.com here.
FOR MORE INFORMATION
Rory Stoves
Phone: 020 3872 5613
Email: rory.stoves@uswitch.com
Twitter: @UswitchPR
Notes to Editors
Opinium surveyed a sample of 2,000 UK adults from 16th to 19th February 2021. Results were weighted to reflect a nationally representative criteria.
1. Respondents were asked ‘Have you suffered any form of signal issue at home?’ 1,087 replied this had happened ‘sometimes or more frequently’. 1,087 out of 1,878 mobile phone owners is 57.9%. 1,087 out of 2,000 consumers is 54.4%. 54.4% of 54.2 million UK consumers = 29.5 million consumers have suffered signal issues at home sometimes or more frequently.
2. Respondents were asked ‘How often do mobile phone calls drop out entirely while at home?’ 601 people replied either ‘Sometimes, often, all the time’. 601 out of 1,878 mobile phone owners = 32%. 42% of mobile phone users suffered calls where the audio quality cut in or out. 40% suffered signal problems despite their phone claiming they had full signal. 32% had messages not sending while at home.
3. Respondents were asked ‘Have you received any advice from your provider on how to deal with your reception problems?’ 196 said ‘Yes - they advised me to use Wi-Fi calling’. 136 said ‘Yes - they advised me to use WhatsApp or similar’. 123 said ‘Yes - they advised me to use a landline’. 72 said ‘No - I asked for advice but received no help’. 196 + 136 + 123 + 72 = 527 people who sought help for reception issues. 196 / 527 = 37%.
4. Respondents were asked ‘Are you aware of what Wi-Fi calling is?’ 39% said ‘Yes - I use Wi-Fi Calling’. 35% said ‘No - I do not know what Wi-Fi calling is’.
5. Respondents were asked ‘How often do the following occur? Mobile phone calls that drop out entirely while at home’ 27% of those living in suburban areas reported signal problems ‘sometimes or more frequently’, compared to 40% in rural areas, and 33% in urban areas.
6. Respondents were asked ‘How often do the following occur? Mobile phone calls that drop out entirely while at home.’ 18% of residents in London, Edinburgh and Belfast said ‘sometimes or more frequently’.
7. Respondents were asked ‘You said you have suffered from mobile phone issues in the home. In which of the following rooms have you experienced signal issues?’ 39% said ‘Living room’. 31% said ‘bedroom’. 29% said ‘kitchen’. 10% said ‘toilet’.
8. Respondents were asked ‘To the best of your knowledge, has the property been extended since it was originally built?’ 31% of those who replied ‘No’ reported signal problems ‘all of the time’. 63% of those who replied ‘Yes’ reported signal problems ‘all of the time’.
9. Respondents were asked ‘Did you check the network coverage in your area before choosing a mobile network provider?’ 51% said ‘no’.
10. Respondents were asked ‘How many of the following have occurred because of bad mobile reception?’ 27% selected ‘I have had to move to a different room because my mobile phone reception has been poor at home’. 19% selected ‘I have used communication apps such as WhatsApp or iMessage because my mobile phone reception has been poor at home’. 14% selected ‘I have used Wi-Fi calling because my mobile phone reception has been poor at home’. 14% selected ‘I have had to leave my house/go outside because my mobile phone reception has been poor at home’.
11. Wi-Fi Calling is where your phone makes the call over a broadband connection rather than using your mobile network.
12. Respondents were asked ‘What type of property do you live in?’ 30% of those who lived in a semi-detached property reported signal problems ‘sometimes or more frequently’.
13. Mobile Signal Solutions: Which building materials reduce signal?
About Uswitch
Uswitch is one of the UK’s top comparison websites for home services switching, including broadband, mobiles, SIM Only and insurance. We’ve saved consumers over £2.5 billion off their bills since we launched in September 2000.
In 2022, Uswitch launched its free mobile app, Utrack, to help consumers manage their home energy costs. By connecting to their smart meter, users can track their energy usage hourly, get dynamic insights and calculate potential savings with handy tips.
Uswitch is part of RVU, a global group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.