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EE aims to improve 4G and relocate customer services | EE aims to improve 4G and relocate customer services |
(about 11 hours later) | |
Mobile phone operator EE is aiming to bring 4G to 95% of the UK landmass by 2020 as well as relocating its customer services to the UK and Ireland. | Mobile phone operator EE is aiming to bring 4G to 95% of the UK landmass by 2020 as well as relocating its customer services to the UK and Ireland. |
In 2015, the firm was fined £1m ($1.4m) by communications watchdog Ofcom over customer service failings. | In 2015, the firm was fined £1m ($1.4m) by communications watchdog Ofcom over customer service failings. |
The network will also switch on high-speed 4G in the Shetland Islands and the Isles of Scilly this week. | The network will also switch on high-speed 4G in the Shetland Islands and the Isles of Scilly this week. |
Chief Executive Marc Allera told the BBC customers expected to be able to access the internet wherever they were. | Chief Executive Marc Allera told the BBC customers expected to be able to access the internet wherever they were. |
Currently, 4G coverage is measured as a percentage of the population rather than geographically. | Currently, 4G coverage is measured as a percentage of the population rather than geographically. |
That means mobile networks typically focus on areas where lots of people live rather than extending geographical reach of their services. | That means mobile networks typically focus on areas where lots of people live rather than extending geographical reach of their services. |
"The Isles of Scilly have 2,000 residents but 200,000 visitors," said Mr Allera. | "The Isles of Scilly have 2,000 residents but 200,000 visitors," said Mr Allera. |
"Increasingly, the expectations from customers are that they can get access to the internet wherever they go." | "Increasingly, the expectations from customers are that they can get access to the internet wherever they go." |
BT-owned EE's ambitions for 4G go beyond the government's target for operators, which is to provide voice and text coverage to only 90% of UK landmass by the end of 2017. | BT-owned EE's ambitions for 4G go beyond the government's target for operators, which is to provide voice and text coverage to only 90% of UK landmass by the end of 2017. |
"I don't believe as an industry we should say a beach is covered unless it has 4G coverage," said Mr Allera. | "I don't believe as an industry we should say a beach is covered unless it has 4G coverage," said Mr Allera. |
'Ransom rates' | 'Ransom rates' |
This demand for 4G may help mobile networks tackle public opposition to infrastructure such as transmitter masts required to enable it, he added. | This demand for 4G may help mobile networks tackle public opposition to infrastructure such as transmitter masts required to enable it, he added. |
"The barriers we need to overcome are around how fast and easy we can get access to these sites [where the masts can be built], and also how we ensure we don't have landlords who can charge ransom rates which make it prohibitive for us to put in a solution," he said. | "The barriers we need to overcome are around how fast and easy we can get access to these sites [where the masts can be built], and also how we ensure we don't have landlords who can charge ransom rates which make it prohibitive for us to put in a solution," he said. |
"We're working on those reforms but we can't do this by ourselves." | "We're working on those reforms but we can't do this by ourselves." |
EE is working with the government to tackle the issue, Mr Allera said. | EE is working with the government to tackle the issue, Mr Allera said. |
Ovum analyst Matthew Howett said reforms were "vital" for the success of the strategy. | |
"Unless the government takes a lead on ensuring fair and reasonable access and site rentals, EE's hopes for 95% coverage will be fraught with difficulty," he said. | "Unless the government takes a lead on ensuring fair and reasonable access and site rentals, EE's hopes for 95% coverage will be fraught with difficulty," he said. |
UK call centres | UK call centres |
EE said it also aimed to bring all its customer services operations back to the UK and Ireland from overseas by the end of 2016. | EE said it also aimed to bring all its customer services operations back to the UK and Ireland from overseas by the end of 2016. |
"It's a big investment," said Marc Allera. | "It's a big investment," said Marc Allera. |
"People look at off-shoring as reducing costs but when you look at the added cost of unhappy customers... actually this isn't going to be an enormous incremental cost." | "People look at off-shoring as reducing costs but when you look at the added cost of unhappy customers... actually this isn't going to be an enormous incremental cost." |
He declined to say whether customers would face price rises as a result but said that the competitiveness of the market would "ensure we focus on value for money". | He declined to say whether customers would face price rises as a result but said that the competitiveness of the market would "ensure we focus on value for money". |
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