A recent Freedom of Information Request (FoIR) filed by Broadband Genie has revealed that complaints to Ofcom about UK telecoms providers (broadband, mobile etc.) increased by 37% last year to 34,000. In response, the comparison site has published a new survey of customer service, which sees YouFibre, Trooli and Zen Internet top the table.

Consumers typically send their complaints about internet service and phone providers to different places, such as the provider itself, Ofcom, the ISPA or any one of two independent Alternative Dispute Resolution (ADR) complaints handlers (i.e. Communications Ombudsman or CISAS).

Ofcom does not typically investigate individual complaints themselves (they normally leave that up to ISPs and the ADR process), but they can use the feedback to help identify wider problems, which may result in larger investigations and possible penalties. For example, the regulator is currently investigating Virgin Media over digital phone migrations (here) and problems with service cancellations (here).

In response to this rise in complaints, the comparison site has today published new research that examines customer care in the broadband industry and ranks providers by their quality of customer service, among other things. But it’s worth noting that the results were based on a fairly small survey of 2,662 broadband bill payers – collected from 28th September 2023 – 8th February 2024.

Nevertheless, the top providers for customer service quality were found to be YouFibre (95%), Trooli (94%) and Zen Internet (89%). By comparison, the worst three providers were named as Onestream (48%), Airband (55%) and Shell Energy (58%). In terms of just the biggest four – BT ranked 11th (70%), Sky Broadband tied with BT’s score, TalkTalk ranked 16th (66%) and Virgin Media was way down in 22nd position (59%).

Survey of Customer Service Quality

1. YouFibre (95%)

2. Trooli (94%)

3. Zen Internet (89%)

4. toob (84%)

5. Plusnet (82%)

6. True Speed (81%)

7. Three (79%)

8. Community Fibre (76%)

9. NOW Broadband (71%)

10. Utility Warehouse (70%)

11. BT (70%)

12. Sky (70%)

13. Lit Fibre (69%)

14. Gigaclear (69%)

15. EE (68%)

16. TalkTalk (66%)

17. KCOM (65%)

18. Vodafone (64%)

19. BRSK (64%)

20. Hyperoptic (62%)

21. SSE (62%)

22. Virgin Media (59%)

23. WeFibre (58%)

24. Shell Energy Broadband (58%)

25. Airband (55%)

26. Onestream (48%)

Broadband, mobile and TV giant Virgin Media O2 has this morning revealed that they reduced their carbon emissions by 23% last year (or 45% since its baseline in 2020). At the same time, they also increased their fleet of Electric Vehicles (EV) to 281 – edging them toward their target to transition to a fully EV fleet by 2030 (c. 4,300 vehicles).

The figures were released as part of VMO2’s update to their sustainability strategy (Better Connections Plan), which among other things aims to achieve Net Zero Carbon (i.e. removing as many emissions as they produce) across their operations, products and supply chain by 2040 – some 10 years ahead of the UK’s goal.

In addition, the company has supported consumers to carry out 4.7 million ‘circular actions’ (e.g. recycling old tech or buying refurbished smartphones), against its 10 million goal by the end of 2025, and the O2 Recycle scheme saw almost 250,000 devices saved from landfill last year.

The operator also claims to have helped improve the digital skills of 2 million people in 2023 and is on track to reach 6 million by 2025. Elsewhere, the National Databank has provided a total of 41,933 O2 SIM cards and 188,149 of O2 data (mobile broadband) vouchers since launch. The company’s workers have also supported more than 100,000 people across the country with their five annual paid volunteering days.

In addition, VMO2 said they’ve removed 65 tonnes of single-use plastic since 2021, while also adding that 11 million routers and set-top boxes have now been refurbished and reused since 2014.

Lutz Schüler, CEO of Virgin Media O2, said:

“Our Better Connections Plan makes clear that we are a business that aims to deliver for our customers, for our communities and for our planet, and we made further strong progress across the board last year.

We are on track to meet our targets to cut Scope 1 and 2 carbon emissions by 60% by 2025 and deliver net zero carbon by 2040. We are supporting decarbonisation through the products and services we provide, encouraging circular actions among consumers, cutting our own use of plastic, and stepping up to support the communities we serve through initiatives designed to boost skills, tackle digital exclusion and provide free data and devices to those in need.

As a major UK business, we’re committed to reducing our environmental impact as we continue to provide fast and reliable connectivity to our millions of customers.”

Finally, it’s noted that the take-up of social broadband tariffs – Essential Broadband and Essential Broadband Plus – increased by 285% last year, although that will be starting from a fairly low base given how relatively young they are.

New customers and those migrating from BT, who may be looking to upgrade to broadband ISP EE’s top 1.6Gbps speed Fibre-to-the-Premises (FTTP) plans, may sadly have to keep waiting until later this year. But only if they also intend on bundling it in with the provider’s Pay TV products.

In case anybody has forgotten, EE became the first UK ISP to launch (here) a package based off Openreach’s new 1.8Gbps FTTP tier last year (advertised at an average speed of 1.6Gbps). The move was part of BT’s effort to turn EE into their “flagship brand” for consumer customers, which has so far also meant that existing customers of BT’s own service remain limited to a top speed of c.900Mbps.

The introduction of EE’s new package initially came with some caveats when it was first launched and thus felt a bit more like a beta product, which was quite apt given that Openreach’s underlying products were also still in testing at the time and that only changed on 1st April 2024 (here and here). One of those early caveats was the fact that EE couldn’t bundle their pay TV product with the 1.6Gbps package.

The issue recently came to the fore again after some of ISPreview’s BT using readers contacted us to complain that they still couldn’t switch their broadband and TV bundle to EE’s top 1.6Gbps package. ISPreview queried this with EE and the provider confirmed that EE TV is currently only available with their Full Fibre plans up to download speeds of 900Mbps.

The provider did confirm that they do aim to introduce 1.6Gbps plans with EE TV, but sadly not until later this year sometime. Quite why this is proving to be such a problem remains unclear, particularly since EE’s TV box only needs a fraction of the 1.6Gbps package’s top speed to function at its best. But it could possibly be related to their plans for a new Wi-Fi 7 capable router, which is also due to launch later in 2024 (here).

The telecoms regulator, Ofcom, has formally served a statutory information request to check up on UK ISPs and progress in the One Touch Switching Company (TOTSCo), which is responsible for implementing the regulator’s heavily delayed One Touch Switch (OTS) migration system for faster consumer broadband ISP switching.

The new approach expands the existing Gaining Provider Led (GPL) migration system to work across alternative networks (the old system was mostly only focused on Openreach based providers) and to action switches within just 1 day instead of 10 days “where technically possible“. But that has required masses of internet providers to work together, and the development process has been a bit rocky.

TOTSCo are currently aiming for the new OTS system to go live on 12th September 2024 (here), which is over a year past its original launch date of April 2023. Ofcom have naturally made no secret of their frustration with the delays and previously singled out BT, Sky Broadband, TalkTalk and Virgin Media (VMO2) for not being able to complete the necessary testing and trials in a timely fashion (here).

Suffice to say that it shouldn’t come as a surprise to find that the regulator has now served a statutory information request upon TOTSCo, which requires them to provide specified information pursuant to section 135 of the Communications Act 2003.

The exact details of this notice are confidential, but it is known that it “requires TOTSCo to provide Ofcom with information on the progress of [OTS] implementation, including measures of individual and aggregate [Communication Provider] activity in both the test and live hub environments” (i.e. roughly, how much progress is being made and who is playing catch-up).

The CEO of TOTSCo, Paul Bradbury, briefly acknowledged that the notice had been received during Friday’s blog post (here), while also highlighting a “significant milestone” after their “Industry Trial participants … successfully executed the first end-to-end One Touch Switches in the live environment. This achievement marks a crucial step forward in validating the OTS process as we prepare for go-live on 12 September.”

Spotlight Series

In a rapidly evolving technological landscape, it’s crucial for local authorities to pivot from a technology-centric approach to one that prioritises outcomes.

This was the central theme of a discussion panel that I chaired at the Connected North conference in April 2024, where the panel underscored the need for technology to serve as a tool to achieve specific, community-oriented goals rather than being an end in itself.

News

The move marks Oracle second cloud region in Italy, aiming to meet the rapid growth in demand for cloud computing services

This week, cloud giant Oracle has announced a new deal with TIM Enterprise, the B2B unit of Italian incumbent operator Telecom Italia (TIM), to form a cloud region centred around TIM’s data centre in Turin.

The Oracle Cloud Turin Region will see private companies and public sector bodies access to a wide variety of cloud services, as well as leveraging big data, analytics, and AI.

Apps being made available to customers include Oracle Autonomous Database, MySQL HeatWave Database Service, Oracle Container Engine for Kubernetes, and Oracle Cloud VMware Solution.

In addition to hosting Oracle’s cloud infrastructure (OCI) for third party usage, TIM Enterprise will also incorporate OCI into its own operations, migrating some of the Group’s internal applications to the cloud.

“We are pleased to be working with Italy’s leading telecommunications provider to bring OCI to public and private sector organizations and support their migration to the cloud,” said Richard Smith, Oracle’s EVP and general manage of EMEA cloud infrastructure. “By adding OCI to its robust cloud service offerings, TIM Enterprise will be able to provide a cloud platform used by customers all over the world to run their most mission-critical workloads in the cloud.”

He continued: “With the upcoming second cloud region in Italy, we are reaffirming our commitment to helping Italian organizations of all sizes and industries accelerate the adoption of AI and other innovative technologies.”

Specific timelines related to deployment have not been announced.

This is the second cloud region Oracle has opened in Italy, having launched its first Milan back in 2021.

The data centre industry is seeing an enormous surge of investment in recent months, driven largely by the hype surrounding data-hungry generative AI technology. Just yesterday, Microsoft signed a new deal with Brookfield Asset Management, estimated to be worth around $10 billion, for the procurement of 10.5 gigawatts of renewable energy to power their rapidly expanding data centre presence around the world.

Keep up to date with all the latest telecoms news from around the world with Total Telecom’s daily newsletter

Also in the news:
T-Mobile and EQT form JV to buy Lumos
Korean Air shows off comprehensive urban air mobility system backed by 5G
Virgin Media O2 reaches plastic waste milestone

Broadband, communications and managed service providers (MSP) Wavenet and Daisy Corporate Services have this afternoon announced that they intend to “join forces” to create the UK’s “largest independent IT managed service provider.”

The merger will, it’s said, create a £500m revenue company that supports over 22,000 businesses and public sector organisations delivering cloud, cyber security and connectivity solutions. The deal will also see Daisy Chairman, Matthew Riley, join the Board as a non-executive director.

Both Wavenet and Daisy have expanded a fair bit in recent years, both “through organic growth and strategic acquisitions”. In June 2023, Daisy also acquired ECSC, bolstering its cyber and security capability. Wavenet has similarly completed six acquisitions since 2021 to boost its growth trajectory, as well as building up its IT services, cyber and next generation communications capabilities.

Wavenet Chairman, Bill Dawson, said:

“We are thrilled to be joining forces with Daisy. By combining our strengths, resources and expertise, we are poised to create a stronger and more innovative organisation, well positioned to maximise on the rising tide markets of cyber, cloud and intelligent networks.

Daisy is a well-known and well-respected business, and both parties bring unique but complementary strengths to the table. Our shared vision is to create a best-in-class business that will help shape the future of next generation technology.”

Matthew Riley, Chairman of Daisy Group, added:

“Daisy and Wavenet are a great fit, not just in terms of our current operations but our future aspirations and our culture. People are a top priority for both businesses, and we believe that our combined breadth of skill and depth of expertise will be unrivalled in our marketplace.

The newly combined business will be primed for growth through the increased scale of our offering, greater market reach and cross-selling opportunities. We will also strengthen our existing alliances with global tech providers with the new business becoming the number one partner for many.”

The deal will see Wavenet’s existing private equity partner Macquarie Capital Principal Finance become the largest shareholder, with Matthew Riley and other existing Daisy shareholders retaining a minority stake in the business. The transaction is, however, still subject to customary regulatory approvals.

Wavenet was advised by Travers Smith, with DWF Group advising Daisy Corporate Services.

News 

After initial lab trials beginning in October, the site is now being opened commercially 

This week, Samsung and O2 Telefonica have announced the launch of their first German virtualised RAN (vRAN) and Open RAN commercial site in Landsberg am Lech, Bavaria. It is the first time that Samsung’s 5G vRAN has been used in a German commercial network. 

The launch follows their collaboration announced in October 2023, where the two companies pledged to test vRAN and Open RAN technologies. Now, following successful trials, they are‘re moving from lab testing in Munich to real-world deployment, with plans to expand to seven more sites in the area. 

The trial builds on more efficient and advanced RAN technology. Open RAN provides greater flexibility and choice when building mobile networks. It allows operators to mix and match components from different vendors, promoting innovation and a more diverse supply chain.  

Both vRAN and Open RAN aim to increase flexibility and enable innovation in mobile networks, and they both leverage virtualisation to promote a more open and interoperable network. But software-centric vRAN helps the adoption of cloud-native architecture, allowing network operators to better automate functions and introduce new technologies and services to their networks quickly and efficiently. This is important for accelerating network buildouts and adopting new 5G applications, such as augmented reality and use cases that require low latency. 

“On the way to the network of the future, we are integrating new network solutions to provide our customers with outstanding connectivity. Open RAN is a building block that can help us to automate our network, deploy new updates faster and use network components more flexibly,” said Mallik Rao, Chief Technology & Information Officer of O2 Telefonica in a statement. 

According to Samsung, the next steps for the two companies will include deploying Samsung’s intelligent network automation solutions to “control life cycle management”. This automation solution will accelerate software-based network updates by automating the process, impacting thousands of network sites simultaneously. 

Join us at this year’s Connected Germany event, 5-6 November in Munich. Get tickets here!

Also in the news:
T-Mobile and EQT form JV to buy Lumos
Korean Air shows off comprehensive urban air mobility system backed by 5G
Virgin Media O2 reaches plastic waste milestone

Internet provider Sky Broadband has responded to this week’s introduction of the government’s new network security laws (here) by emailing customers with older Sky routers to warn them that their device “no longer receives service and security updates.” The good news is that those who receive these letters might be in line for a free router upgrade.

One of the measures under the new Secure by Design rules, which started being enforced from 29th April 2024, is that manufacturers and retailers must be “open with consumers on the minimum time they can expect to receive important security updates” from their smart / connected devices (e.g. broadband routers, phones, TVs, game consoles, smart doorbells etc.).

Suffice to say that this represents a new challenge for many broadband ISPs, particularly larger players with a base of legacy customers. Such customers will often still be using the same router and other network hardware that was bundled alongside their package some years earlier. Naturally, this isn’t such an issue if the internet provider is continuing to keep that kit up-to-date, but that’s not going to be the case for every device.

The first example we have of how ISPs are responding to this comes courtesy of ISPreview reader Rob, who kindly shared a copy of the email he just received from Sky Broadband. The ISP makes it expressly clear that the router he’s using, which we understand, is an ER115 (Sky Q Hub) for ADSL and FTTC lines, will no longer be receiving security updates.

The message makes reference to a new page on Sky’s website (here), which clarifies some of the key points and appears to offer customers who receive the letter a free upgrade to a more modern router. But for some reason, they’re only giving customers a month to take advantage of this.

Sky’s Router Offer Q&As

When do I need to register for a replacemet hub by?
You need to register for a new hub by 3rd June 2024.

Why do I need a new hub?
Your current hub no longer receives (or from 2025 will stop receiving) service and security updates so we’d like to offer you a new hub.

What do I need to do once I’ve registered for a new hub?
You don’t need to do anything. We aim to send out a new hub to you by 17th June 2024. Once you receive it, follow the instructions included in the box to set it up and reconnect your devices.

Who is eligible for this offer?
This offer is only available to existing Sky Broadband customers with a hub that no longer receives or (or from 2025 will stop receiving) service and security updates. You must have received an email from us about this, be the primary account holder and are authorised to make changes to the account.

However, there is a slight contradiction in the small print at the bottom of the page, where it gives a date in the past (12th April 2024) for when the offer must be consumed – that’s clearly an error. The small print also confirms that the “upgrade [is] available to recipients of the email only. Must be an existing Sky Broadband customer and currently using a Sky Hub 3 or earlier. Claim for a new hub must be received by 12 April 2024. ”

Sky can sometimes get a bit weird with their router naming conventions (i.e. sometimes using different names for identical or nearly identical kit), but for the avoidance of doubt the Sky Hub 3 is also called the Sky Q Hub – in fact the latter is exactly what Sky used on their website (here). We think Sky should also include the model number on the above page.

Overall, this is a positive move from Sky, which are being open and transparent with their customers about the realities of their hardware support. But we suspect that they won’t be the only ISP to introduce such a promotion, particularly as all providers now face the same obligation.

Finally, it’s interesting to note that Sky says “no longer receives (or from 2025 will stop receiving) service and security updates,” which might indicate that the Sky Hub 3 / Q Hub won’t be the only router to go this way in 2024.

Network builder and UK broadband ISP CommunityFibre (CF), which runs a large 10Gbps capable Fibre-to-the-Premises (FTTP) network across London and surrounding areas, has notified that their sibling Altnet for Surrey and West Sussex, Box Broadband, will in the near future be adopting CF’s branding.

In case anybody has forgotten, Box Broadband was originally acquired by CF back in the summer of 2021 (here) and, at the last update some time ago, they were claiming to have covered around 50,000 premises across various communities in the Surrey and West Sussex counties of England. But they previously held a “goal of delivering fibre to in excess of 250,000 homes by the end of 2024”.

However, given the recent slowdown of build and redundancies at CF (here and here), it’s perhaps not surprising that Box’s parent operator is now starting to bring the two brands closer together – a change that looks as if it will start to be introduced from around the middle of next week (8th May).