6.3 Our work has highlighted presentational differences between mobile operators’ coverage checkers and differences in the processes they use for translating propagation models into coverage checkers.
6.4 Presentation of coverage checkers: All postcode checkers provide predictions for outdoor coverage. However, there are two areas relating to the categorisation of coverage that we believe should be included as standard. We would like operators to ensure their coverage checkers:
Include a category of ‘no coverage’ explicitly in the map legends to make it clear to consumers when they can expect no coverage.
Include a category for indoor coverage to give an indication to consumers of the likely coverage levels in their home - given this is where a significant amount of mobile use takes place. However, operators should acknowledge that indoor predictions are likely to be less accurate so that consumers know to exercise caution in using the coverage checker results.
6.5 There are also a number of points relating to general good practice. Whilst
acknowledging some coverage checkers have some of these features already, we encourage operators to ensure their coverage checkers:
Reflect current network conditions, and clearly state the date when they were last updated.
Clearly display any appropriate caveats – such that coverage checkers should be used only as a guide, as they are based on predicted coverage levels rather than actual coverage readings.
Allow consumers to compare the results of a number of postcode searches to facilitate a better picture of likely coverage conditions in a range of places. For example this could be helpful for their home, place of work and along their commute. We also believe third parties may be able to play a role in developing more comparable ways of showing operator data across a number of locations.
6.6 Modelling processes underlying coverage checkers: In relation to the identified differences in modelling processes, we believe that there is no single ‘right’ way of estimating coverage and a degree of difference in modelling between operators is to be expected. These processes are unique to each operator, from both a technical and commercial perspective.
6.7 However, the research we have done has greatly increased our understanding of these issues and has also given us comfort that the underlying propagation models that the operators use are broadly accurate and that coverage checkers are useful for consumers. Based on the evidence to date, further work to harmonise modelling processes may not be proportionate at this stage - given the potentially high costs to operators in implementation and the likely difficulties in reaching a single ‘right’ way of estimating coverage.
6.8 In the broader context of ongoing work relating to coverage obligations for 3G and 4G licences, there may be further input needed from mobile operators as to how they predict and model coverage data and Ofcom will engage with industry stakeholders as appropriate in due course.
Our research to date helps us conclude that the operators have a reasonable foundation on which to build coverage information tools - such as online postcode checkers. Our priority at this stage is to address the more immediate presentational issues that directly impact on consumers’ ability to compare providers. We would encourage operators to explore ways to make their coverage checkers more comparable to consumers. We will continue the dialogue in this area.
Making coverage information more widely available and comparable
6.9 There may be some additional value to consumers being more aware of coverage information and being able to access it in a more comparable way.
6.10 We have engaged with a number of third party consumer websites and their
feedback suggests that there is some appetite to provide more coverage information with greater prominence and offer more aggregated coverage information.
6.11 Aggregation of coverage information could take a number of forms. At its simplest, all of the coverage checkers could be brought onto a single webpage, or linked from a homepage. The Ofcom website28 provides links to operator coverage checkers in
this way. A more sophisticated solution could involve developing an integrated map displaying all of the mobile network operators’ coverage levels alongside each other. On initial inspection, there do not appear to be any websites providing this level of aggregation.
We would encourage mobile operators to explore options to work with third parties to make their coverage information more comparable and widely available to
consumers. We will continue to engage with relevant parties in this area.
Coverage checkers at the point of sale
6.12 We have considered if more needs to be done by mobile network operators and retailers to raise the level of awareness in relation to coverage. We have also been keen to understand if coverage checkers are used in mobile operator sales practices
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and whether they can play a greater role in future – as our new consumer research shows that once consumers use coverage checkers, they find them useful.
6.13 We have been encouraged by the adoption of returns polices by the mobile operators which allow consumers to try a phone and return it if coverage levels do not meet their expectations. This is clearly a positive industry initiative. The Communications Consumer Panel highlighted this issue last year29.
6.14 Several of the mobile network operators have stated that they already provide coverage checks at point of sale as a standard part of their sales process, whilst other mobile network operators do not.
6.15 We are keen to see all mobile operators discussing coverage and using checkers when they sell services to consumers. The practice of using coverage checkers at the point of sale is also likely to be especially helpful to those consumers who do not have access to the internet at home and those that find it difficult to use. We are particularly keen to see addressed incidences of mobile operators continuing to sell mobile products from retail stores in known coverage not-spots. In these areas, we would expect coverage checkers to be used as a default part of the sales process. 6.16 We are also keen to ensure that consumers affected by changes in coverage levels,
when they already have a service, are given prior notice. A number of such instances have been brought to our attention by consumer groups. We believe more can be done to ensure that consumers affected are given prior notice of changes in coverage levels.
We are engaging with the operators on these issues to explore how they can be best resolved.