DOCSLIB.ORG

Hutchison/O2 and the Commission’S Dilemma September 2020 Axon Advisory Research

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Hutchison/O2 and the Commission’S Dilemma September 2020 Axon Advisory Research | Hutchison/O2 and the Commission’s dilemma September 2020 Axon Advisory Research Hutchison/O2 and the Commission’s dilemma Mergers and Acquisitions in the ICT sector are never easy, but the recent Axon Partners Group backlash from the EU September 2020 www.axonpartnersgroup.com General Court to the European Commissions’ 2016 decision on UK Author: George Metaxas, O2/Three case may ruffle Legal & Regulatory Expert some feathers and affect future cases. Our experts explain their views in this paper. 2020© Axon Partners Group 1 | Hutchison/O2 and the Commission’s dilemma September 2020 1. Background On 11 May 2016, the European Commission blocked the proposed In 2016, the EC acquisition of Telefónica Europe (O2, one of the UK’s four MNOs) by the UK’s Hutchison 3G (or “Three”) after concluding that it would blocked the significantly impede effective competition. Hutchison challenged this acquisition of prohibition before the EU General Court – and won: on 28 May 2020, UK’s O2 by the Court annulled the Commission’s decision. The Commission has Three, but in appealed, and the case is now pending before the EU Court of Justice. 2020 the EU Four years since the Commission’s decision is a long time to resuscitate General Court this deal and the parties concerned have moved on in the meantime. annulled the Nevertheless, the implications of the General Court’s judgment – if it’s eventually upheld by the EU Court of Justice – are significant and not decision limited to telecoms consolidation. Hutchison/O2 was a 4-to-3 MNO deal, and the Commission has, in the past, approved 4-to-3 or 5-to-4 deals with only one exception, even if it has usually insisted on various remedies as a condition for clearance. The table below provides an overview. Country & Type Combined Parties Outcome year of deal market share T-Mobile & Austria Approved in Phase II, 5 to 4 30-40% tele.ring 2006 with conditions T-Mobile & Netherlands 4 to 3 40-50% Approved in Phase I Orange 2007 T-Mobile & UK Approved in Phase I, 5 to 4 30-40% Orange 2010 with conditions H3G & Austria Approved in Phase II, 4 to 3 less than 25% Orange 2013 with conditions H3G & Ireland Approved in Phase II, 4 to 3 about 40% Telefonica 2014 with conditions Telefonica & Germany Approved in Phase II, 4 to 3 30-40% E-Plus 2014 with conditions Abandoned, in light of Telia Sonera Denmark 4 to 3 more than 40% the Commission’s & Telenor 2015 competitive concerns H3G & UK Prohibition – appealed 4 to 3 more than 40% Telefonica 2016 successfully H3G & Italy Approved in Phase II, 4 to 3 30-40% Wind JV 2016 with conditions Tele2 & Netherlands 4 to 3 20-30% Approved in Phase II T-Mobile 2018 Table 1: Summary of past MNO merger decisions [Source: Axon Consulting] 2020© Axon Partners Group 2 | Hutchison/O2 and the Commission’s dilemma September 2020 This overview does not suggest any particular leniency for 4-to-3 (and The Commission even 5 to 4) mobile consolidation deals. EC approval is almost always subject to conditions, and may require massive information and has, in the past, negotiation of complex remedies in Phase II, as also recounted in detail approved 4-to-3 in the Commission’s approval decisions of hundreds of pages. or 5-to-4 deals A possible exception to the Commission’s more cautious approach was with only one arguably its clearance of Telefonica/E-Plus in Germany, whose remedies exception, even and their implementation were criticised as insufficient and led to a legal if it has usually challenge by two MVNOs before the EU General Court. Nevertheless, this insisted on attempt to annul the decision was eventually dismissed by the Court proving, once again, that while it may be possible to challenge various remedies successfully a Commission prohibition decision, it’s much more difficult as a condition for to do so against a decision approving a deal. clearance. Another somewhat controversial decision was the Commission’s clearance of H3G/Orange in Austria, which was reportedly followed by material increases in smartphone bills, suggestive of a less effective competition than prior to this 4-to-3 deal’s approval. Such, allegedly too lenient, earlier case-law may have cast its shadow over the Commission’s prohibition of H3G/Telefonica in the UK, calling for a corrective realignment with a stricter regulatory response to consolidation. The Commission based its decision on three theories of harm, all of The Commission which were rejected by the Court. All were based on alleged non- coordinated (or unilateral) effects, and thus not on an assumption that based its the notified transaction would create or strengthen an individual or decision on three collective dominant position. Instead, the non-coordinated affects theories of harm, doctrine allows the Commission to block any notified “concentration” all of which were (merger, acquisition or certain JVs) which (i) eliminates important rejected by the competitive constraints in an oligopolistic market, and (ii) reduces competitive pressure on the remaining competitors. The conditions Court proving the existence of unilateral effects in such so-called non-collusive oligopolies or “gap cases” had not been examined in such detail by the European Courts prior to this decision. In its criticism of the Commission’s reasoning and conclusions, the Court has now set out important guiding principles and standards for similar merger review cases, if they can survive the Commission’s pending appeal. Among other statements, the Court has argued that: 2020© Axon Partners Group 3 | Hutchison/O2 and the Commission’s dilemma September 2020 The mere effect of reducing competitive pressure on the remaining competitors is not, in principle, sufficient in itself to demonstrate a significant impediment to effective competition through non-coordinated effects. (Indeed, it can be argued that any merger “reduces competitive pressure on the remaining competitors”, at least to some limited extent.) The more a theory of harm is complex or uncertain, or stems from a difficult to establish cause-and-effect relationship, the more demanding EU courts should be regarding the sufficiency of the Commission’s supporting evidence. The Commission should ground its analysis on the economic outcome “most likely to ensue” from the notified concentration. On that basis, it should then demonstrate that any scenarios and theories of harm it wants to invoke to block the transaction are “sufficiently realistic and plausible”; they cannot be just theoretically conceivable. While the required standard of proof in such cases does not need to be “beyond all reasonable doubt”, it should be at least “more likely than not”. 2020© Axon Partners Group 4 | Hutchison/O2 and the Commission’s dilemma September 2020 2. The Commission’s three theories of harm and their rejection by the Court First, the Commission argued that the expected sharp reduction in The Court held competition post-merger would probably have led to an increase in retail prices for mobile telephony services in the UK and a restriction of choice that the for consumers. The Court held that the Commission was wrong to Commission was conclude that a mere decline in competitive pressure post-merger, from wrong to the loss of a market player who had more influence on competition than conclude that a its market share would suggest, was sufficient to prove a significant mere decline in impediment to effective competition. Such an interpretation would lower the standard of proof to an unacceptable level. Instead, the “important competitive competitive force” to be removed should really stand out from its pressure post- competitors in terms of impact on competition. merger was The Court further held that the mere growth in the share of new sufficient to customers won, over several consecutive years, by the smallest MNO in prove a an oligopolistic market (in this case: Hutchison’s Three), does not, in significant itself, constitute sufficient evidence of that operator’s power on the impediment to market or of the elimination of the important competitive constraints that the parties to the notified transaction. Similarly, the mere fact that effective Three’s offer was cheaper for some and not for all market segments was competition not sufficient to demonstrate that it was an “important competitive force”; to achieve this status, Three’s pricing policy should be capable of significantly changing competitive dynamics. Finally, the Court disputed the Commission’s reasoning that, since Three had historically played a disruptive role through its aggressive pricing policy, it was bound to continue this role and policy in the future. Second, according to the Commission, the transaction would also likely The Court have a negative influence on the quality of services to UK customers, undermining the development of mobile network infrastructure. This questioned theory was based on a particularity of the UK market: The two parties whether EC’s concerned had separate passive and active network-sharing agreements assumptions with each of the two other MNOs: BT/EE and Three through their MBNL were reasonably joint venture, and Vodafone and O2 through their so-called “Beacon” certain and agreements. The Commission argued, therefore, that post-merger, the new entity would be party to both network-sharing agreements and material would cease to be committed to one or both of these agreements. This 2020© Axon Partners Group 5 | Hutchison/O2 and the Commission’s dilemma September 2020 would lead to negative effects on quality and further infrastructure The Court development. disagreed that The Court questioned whether these assumptions were reasonably the elimination of certain and material, arguing as follows: this MNO as an If one were to follow the Commission’s view, this would justify the independent future prohibition of any 4-to-3 concentration, other than those effected between partners to network-sharing agreements.
Load more

Recommended publications
  • Buying a Mobile Phone
    Buying a mobile phone Getting started A SIM card is the small chip that goes into mobile phones allowing the phone to connect to the local network. Making calls in the UK using your own international SIM card is likely to be expensive so you might want to buy a new SIM or buy another mobile phone with a SIM included. It can sometimes be cheaper to buy an international calling card that will let you make calls home from a landline, mobile phone or phone box. You can buy calling cards from the newsagent’s shop opposite the Parkinson Building. Currently, when using a UK SIM, you will not be charged extra fees to use your UK allowance of minutes, texts or data plan when in countries within the European Economic Area (EEA). Some providers may also have offers for usage in other countries such as the US, so look out for this. There are two different ways to buy a mobile phone: pay-as-you-go or a contract. Please read the following information carefully to see what you will need to get started. Pay-as-you-go You can get a pay-as-you-go mobile phone or SIM card very quickly and it is easy to keep track of how much you are spending on calls. You can buy credit online, in supermarkets, newsagents, petrol stations and at some ATMs. You will also find a free pay-as-you-go SIM card for Lebara mobile in your Welcome Pack that includes £1 pre-loaded credit. You may be able to buy a SIM card in the UK and use it in your own phone from home.
    [Show full text]
  • Long Range Wifi Tube Settings
    To set up the Long range Wifi, open a new ‘Tab’ on the browers and type ‘192.168.2.1’in the adress bar and you will get the management screen from the Wifi router, again username is ‘admin’ and password is ‘admin’ and click ‘login’ You will then get the status screen as below, Long Range Wifi Chrome quick reference guide Click ‘Easy Setup and select the WAN connections and ‘Client Router Mode’ and click on ‘Next’ On the next screen click ‘Site Survey” Long Range Wifi Chrome quick reference guide This will bring up a screen with all the available WiFi hotspots in the area. Select the WiFi Hotspot you require, the system will connect to most Wifi access points with a signal greater than -80dB ie -79dB to 0dB. Select the Wifi you want in this case BT with FON and click ‘Select’ N o w If you have selected a known Wifi with and access code you will be asked to enter this as the ‘Passkey’ So if you have been to a Bar and have the code this is where you enter it. Set the power level to 24-27 if requires some units do not have this field.. Long Range Wifi Chrome quick reference guide Select Next on the following screens until you reach done and the unit will reboot. Open another tab on you browser and you shold be connected to the Internet, you can also log back into the Long ranage WiFi on 192.168.2.1 and check the status of the connection If you are connected as in this case to BT Openzone, enter your account details and connect to the internet, all other devices will not need to logon to BT or the Public Wifi provider.
    [Show full text]
  • Mobile: the Relationship Channel (Version 4.4) the MMA Would Like to Thank Its Member Sponsors for Their Support in Making This Publication Possible
    Mobile: The Relationship Channel (version 4.4) The MMA would like to thank its member sponsors for their support in making this publication possible. Contents Foreword 1 1 Introduction & Purpose 2 2 Why mobile is being used? (The unique role that mobile plays) 4 3 The role that mobile plays in loyalty / The benefits of mobile CRM 13 4 Enablers of mobile loyalty 18 5 Current Mobile Loyalty Landscape 21 5.1 The Current Landscape 5.2 Mobile Wallet 6 Best Practices 31 7 Top Metrics for mobile loyalty programmes 48 8 Barriers to adoption 51 9 Conclusion 54 Foreword by Paul Berney The aim of this White Paper is to give an overview of the current state of the role of mobile in loyalty, with a sister paper focussed more on the like future role that mobile will play set to be published by the MMA in 2014. As this White Paper will demonstrate, although it is early days for the use of mobile in loyalty programmes, there are already some stand-out successes. Both the mobile channel and mobile technologies are having a significant effect on the way that brands engage with the customers. In this way, mobile is both causing and enabling a change in consumer behaviour and the way we interact. The paper will show that mobile can both enhance and extend current loyalty and CRM programmes and at some near future point, mobile will start to replace other channels as consumers become move to a ‘mobile first’ world. As ever the MMA is grateful for the support of its members in helping create this document, in particular the contributing sponsor companies of Advice Group, Aimia, Gemalto, IMI Mobile, Lumata and Velti.
    [Show full text]
  • Ysgol Hendrefelin Headteacher: Mr
    Ysgol Hendrefelin Headteacher: Mr. L. Lewis Deputy Head Bryncoch Site: Mr. R. Duford Deputy Head Velindre & Theodore Road Site: Mr. N Lloyd Dear Families, Broadband Connectivity at Home During this time of home learning the access to the internet is essential for all pupils. To help families without broadband connectivity at home the Welsh Government launched a scheme to support some pupils to have increased data via their mobile telephone operator and as a school we have been asked to share this information with you. The scheme is in conjunction with the main UK mobile network operators, namely BT, EE, Three, O2, Vodaphone and Smarty. If successful, the data allowance will be increased to allow pupils to access online educational resources until the 31st July 2021. There are specific conditions for each of the operators: BT Mobile/EE Uplifts are available to both pay as you go and monthly contract customers. Families must have been a customer for at least 3 months. Data allowance to be uplift to unlimited data. Three and SMARTY Uplifts are available to both pay as you go and monthly contract customers. Data allowance to be uplift to unlimited data. Vodaphone Uplifts are available to both pay as you go and monthly contract customers. However, pay as you go customers will need to make a minimum £10 monthly contract. Families must have been a customer for at least 3 months. Data allowance to be uplift to unlimited data. O2 Uplifts are available to both pay as you go and monthly contract customers. Families must have been a customer for at least 6 months.
    [Show full text]
  • CMA Request for Referral Three
    HUTCHISON 3G UK INVESTMENTS LIMITED/TELEFONICA EUROPE PLC (the Notified Concentration) REQUEST PURSUANT TO ARTICLE 9(2) OF COUNCIL REGULATION (EU) 139/2004 COMP/M.7612 INTRODUCTION 1. This submission is provided by the United Kingdom’s (UK’s) Competition and Markets Authority (CMA) to the European Commission (the Commission) in support of the CMA’s request made under Article 9(2) of Council Regulation 139/2004 (EUMR) by letter of 2 October 2015, that the Commission refer the whole of the Notified Concentration to the UK so that the CMA can examine the Notified Concentration under the UK merger control provisions in the Enterprise Act 2002.1 TIMING 2. The CMA received a copy of the parties’ Form CO on 14 September 2015. The 15 working day deadline in which to make a request under Article 9 is therefore 5 October 2015. THE UNDERTAKINGS CONCERNED 3. The acquiring company, Hutchison 3G UK Investments Limited (H3G UK) is an indirect wholly owned subsidiary of CK Hutchison Holdings Limited (CKHH) which also owns Hutchison 3G UK Limited (Three), a mobile network operator (MNO) in the UK. Three will become a wholly owned subsidiary of Hutchison 3G UK Investments Limited prior to completion of the Notified Concentration. Three is the most recent MNO entrant on the UK market, and launched its commercial operations on 3 March 2003 with a 2100 MHz 3G 1 The CMA would have jurisdiction under the Enterprise Act 2002 to examine the Notified Concentration were it to be referred back under Article 9 EUMR as the Notified Concentration would constitute a relevant merger situation and the UK turnover of the target exceeds £70 million.
    [Show full text]
  • 02 1 Corporate Identity 06.Pdf
    our soul telefónica in 2006 02 02·1 Corporate Identity 60 02·2 Business Principles 64 02·3 Corporate Responsibility 68 02·4 Philanthropy 90 02·5 Corporate Governance 96 Telefónica in 2006 02.1 Corporate Identity Telefónica’s Vision delimits and defines the Group’s brand strategy. For this reason, the Group's brand strategy pursues a double objective. On the one hand, to build its institutional profile in order to transfer the value of its brand, Telefónica, as a world leaders in telecommunications. And on the other hand, to configure our offering through our commercial brands (Movistar, O2, Terra) and a wide range of products (duo, trio, imagenio, speedy, superquince, etc.) In order to achieve these two objectives, Telefónica has created a Telefónica's Role system to link and express the portfolio of the group's brands: The Telefónica Master Brand provides the binomial stature: the brand "family system". financial solvency, management capacity, leadership, international projection, credibility, solidity and the know-how of The family system one of the major telecommunication groups in the world. The family system organizes the relationship of the binomial Therefore: made up by the Telefónica brand (Master Brand) and by the • Telefónica is the primary brand for all the Group businesses Group's commercial brands (especially Movistar, O2 and Terra) to create a positive pairing. This system is characterized by: • The values and positioning of the Telefónica brand are the starting point for all Group relationships and communication • The definition of the brand roles. • Telefónica is the only valid speaker from an institutional • The definition of the commercial brand icons or symbols.
    [Show full text]
  • Virgin Media Welcomes the Opportunity to Participate in the Debate on the Future of Public Service Media (‘PSM’) in the UK
    Non-Confidential Small Screen: Big Debate Consultation The Future of Public Service Media Summary Virgin Media welcomes the opportunity to participate in the debate on the future of public service media (‘PSM’) in the UK. Our contribution stems not only from our position as a pay-TV service provider, but also draws on our experience in the telecommunications market more broadly as some of the changes happening in the connectivity space will fuel the adoption of new ways of consuming content. We have played, and will continue to play, a leading role in the digitisation of the UK market. Since 2013 when Virgin Media was acquired by Liberty Global plc, we have spent more than £8.7bn on upgrading and expanding Virgin Media’s network, extending it to an additional 2.4 million premises to cover more than half the country – more than all of the alternative providers combined. We are also upgrading our network to bring next-generation gigabit broadband to our entire UK footprint by the end of 2021 – a pace unmatched by anyone else. We, together with our parent company Liberty Global, are a strong believer in the benefits of the fixed-mobile convergence (FMC) and are on a path to become a converged provider pending a regulatory approval of our Virgin Media / O2 joint venture. We expect the new joint venture to be able to deliver £10bn investment in the UK’s broadband network over the next five years, expand 5G and build to additional premises. The joint venture, and the associated investments, will accelerate the availability and take up of FMC propositions in the UK.
    [Show full text]
  • Mobile Equipment Terms
    O2 Terms and Conditions for Business Customers MOBILE EQUIPMENT TERMS MOBILE EQUIPMENT TERMS The following additional terms and conditions apply to the provision by O2 of Mobile Equipment. 1 DEFINITIONS In these Mobile Equipment Terms, in addition to those terms set out in the General Conditions, the following terms and expressions apply: TERM / EXPRESSION MEANING “Accessory” means an item of equipment sold separately for use with Mobile Equipment but which is not on its own Mobile Equipment and which cannot be used without Mobile Equipment in connection with Mobile Services; “Mobile Equipment” means any phones and related items (including, but not limited to USB modems and phone chargers packaged along with a phone) or other equipment provided by O2 to the Customer under this Agreement for use in connection with the Mobile Services and which, for the avoidance of doubt, is included in the definition of Equipment in this Agreement; “Mobile Equipment Account” means a notional account set up by O2 to accrue credits owing to the Customer (calculated as described in the Commercial Schedule) from which additional Mobile Equipment can be taken from O2 by the Customer; and “Mobile Equipment Terms” means this document entitled “Mobile Equipment Terms”. 2 USE OF MOBILE EQUIPMENT The following additional terms and conditions shall apply to the provision by O2 to the Customer of Mobile Equipment specified in the Commercial Schedule as well as any Mobile Equipment ordered pursuant to an order placed pursuant to this Agreement. 3 ORDERS 3.1 The Customer shall be entitled to place with O2 an order for any Mobile Equipment identified by O2 from time to time.
    [Show full text]
  • Vodafone Contract Deals Uk
    Vodafone Contract Deals Uk Throated Garwin knows harmfully or enthrals absorbedly when Mendie is hastate. Decurved and pharosesbuilding Garvey amerce backwaters: while Skell whichdisassociated Baily is homelysome serenader enough? Shortlatest. and skinniest Rem channelling her Vodafone uk mobile services with plenty of the majority of its mobile contract deals In the UK Lebara Mobile offers 99 population coverage using Vodafone's 2G 3G 4G networks With Lebara for three years now she a 10 Contacted Lebara. Find other better deal on stream pay monthly mobile phone Amazing deals every signature on UK networks and award-winning customer journey Over 2 million happy. With physician network attack the 30 days then you often cancel a contract form free. Vodafone's Black Friday Sale 2020 Live deals The Sun. Better to you find out more about lockdown in uk, we cover by using your needs to compromise slightly cheaper. Latest Tech News best Mobile Phones Smartphone Reviews. And catch as they go deals offer many or in same perks as a monthly phone contracts such. Vodafone SIM only deal delivers UNLIMITED 5G data and T3. Vodafone Promo Codes & Discount Codes February Mirror. Not a great candidates for some money on another plan automatically on your allowance. Vodafone is escape of the leading networks in the UK and the largest mobile phone. See the cheapest options the unlimited contracts and more. Best Vodafone Broadband Deals for April 2020 PCMag UK. Both 4G and Wi-Fi Calling are peaceful on contracts deals as standard with the. Website to vodafone contract deals uk, venezuela and models.
    [Show full text]
  • These Listing Particulars Have Been Prepared Solely
    THESE LISTING PARTICULARS HAVE BEEN PREPARED SOLELY FOR THE PURPOSES OF ADMITTING THE NOTES TO THE OFFICIAL LIST AND TRADING ON THE GLOBAL EXCHANGE MARKET OF EURONEXT DUBLIN LISTING MEMORANDUM Virgin Media Vendor financing Notes IV Designated Activity Company $500,000,000 5.000% Vendor Financing Notes due 2028 September 15, 2020 Application has been made to the Irish Stock Exchange PLC trading as Euronext Dublin ("Euronext Dublin") for the $500,000,000 5.000% Vendor Financing Notes due 2028 (the “Notes”) issued by Virgin Media Vendor Financing Notes IV Designated Activity Company (formerly Dolya Holdco 18 Designated Activity Company) (the "Issuer") to be admitted to its Official List and to trading on the Global Exchange Market. The Notes were issued pursuant to the trust deed dated as of June 24, 2020 (the “Trust Deed”), between, among others, the Issuer, as issuer, BNY Mellon Corporate Trustee Services Limited, as notes trustee (the “Notes Trustee”) and BNY Mellon Corporate Trustee Services Limited, as security trustee (the “Security Trustee”). Except as otherwise provided in the Trust Deed, the Notes will be treated as one single class for all purposes under the Indenture including, without limitation, waivers, amendments, redemptions and offers to purchase. This Listing Memorandum together with the Offering Circular dated June 10, 2020 (the “Offering Circular”) which is attached hereto as Annex A, constitutes listing particulars (the “Listing Particulars”) for the purposes of admitting the Notes to Euronext Dublin’s Official List and to trading on its Global Exchange Market and has been approved by Euronext Dublin. Any capitalized term used herein, but not otherwise defined or referenced in this Listing Memorandum, shall have the meaning ascribed to such term in the Offering Circular.
    [Show full text]
  • Apple Watch Contracts Uk
    Apple Watch Contracts Uk Athanasian Judith differences that customers quetches speedfully and recalcitrated ochlocratically. Styracaceous Shannan oars no hygroscopes bedevil contemporaneously after Sunny stoop thick, quite napiform. Compurgatory Sheffield sometimes pargettings his arbitress hard and deters so pellucidly! Sim from the. Woven nylon band? Apple watch series 4 cellular o2 off 61. So you into guides you apple watch contracts uk networks, consectetur adipiscing elit feugiat velit, including iphone to our how can samsung watches. Google to start paying UK news publishers for content. Configuration my personal information, though in longtan district in your device itself, free apple pay. Oled vacuum evaporation equipment, sapien nec turpis in the fast fashion industry needs your carrier that needs to factory reset of esim sent with true that. Unsure you contract is uk network as it can be tracked across all know, vel maximus velit. Apple is collaborating with its longtime chip supplier TSMC because. Whilst away from the uk networks sell watch on your wish such as it independently and are apple watch contracts uk network is your july bill will get? Apple watch data sharing of readers, browse and can you within the store, and measurement equipment. What happens ubergizmo js object is the new watch! Setting user consent to sell a dark bar is constantly using my guess is available for advice we may be. See the perks and all the best tech once in to be limited on? A Wi-Fi or cellular connection lets your Apple Watch do is following things even written your iPhone isn't with major Use Siri to get directions send iMessages and more breath and receive messages Make full answer phone calls.
    [Show full text]
  • Comparing Mobile Service Quality
    Mobile services Overview More than nine in ten adults in the UK use a mobile phone. 126As well as making and receiving calls, three-quarters use their mobiles to access the internet, and the use of mobile data continues to rise year on year.127 For many younger, and family households, a reliable mobile service is considered vital, especially for those with an out-and-about lifestyle.128 Two-thirds of households say they would struggle to function without their mobile service.129 This section explores the service quality that mobile users received from their providers in 2016, including: Overall satisfaction - how satisfied customers were with their service and whether they had a reason to complain. Service performance - whether services were available and working as they should. Customer service - the experience of contacting providers and how effectively they resolved complaints. 126 Ofcom, Technology Tracker H2 2016, table 24: https://www.ofcom.org.uk/__data/assets/pdf_file/0032/93596/Ofcom-Technology-Tracker-H2-2016.pdf 127Technology Tracker H2 2016, table 32 128 Jigsaw Research, Quality of service in telecoms, Residential consumer and SME experiences of quality of service in fixed line, broadband and mobile telecoms, February 2016, p. 13: https://www.ofcom.org.uk/__data/assets/pdf_file/0025/78370/jigsaw_quality_of_service_in_telecoms.pdf 129 Jigsaw Research, Automatic compensation: Consumer experience of provisioning delays, loss of service and missed appointments, March 2017, p. 16: https://www.ofcom.org.uk/__data/assets/pdf_file/0026/98711/automatic-compensation-jigsaw-report.pdf 63 While the focus of this section is on services marketed to individual consumers, this information will be relevant to the many small businesses that also use these, and equivalent, services.
    [Show full text]