Mystery Caller: Mobile broadband abroad

Mystery Caller is off on holiday to Spain for four weeks. Problem is, he needs a mobile broadband deal for the duration of the trip. Can the networks come up with a suitable option?

6: Virgin

Cherry asked: “Is this a mobile web you’re going to be using your mobile phone, sir?” Confused? You’re not the only one

Manner – 2/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 10/30

5: Orange

Carrie suggested I just hook my laptop up to a local Wi-Fi hotspot in the country, and that wouldn’t cost me anything at all

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 11/30

4: Three

“Where do you need to use it?” he asked. I couldn’t believe what I was hearing from this guy

Manner – 3/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 11/30

3: T-Mobile

Lee’s response was highly confusing – I had no idea what he was talking about

Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 12/30

2: Vodafone

Simon explained that all charges for networks in the EU would be changing, but that details of the new legislation hadn’t been published yet. This didn’t help at all

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

1: O2

I made it a hat-trick and repeated my query. Charlotte then put me on hold for a minute and a half to consider the options. It was worth the wait, however

Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 5/5
Overall – 4/5
Total – 24/30

Summary

This really shouldn’t have been a very difficult concept for the network CSAs to grasp, but at times it was painful to listen to their struggles.

Cherry at Virgin may as well have not been on the other end of the line for half of the call as I had to repeat myself to her. The anonymous CSA at Three and Lee at T-Mobile were far too vague and when they did try and explain something to me they became equally confusing.

Vodafone’s Simon demonstrated good industry knowledge about the changes in roaming charges from July 1, but he wasn’t detailed enough. Carrie at Orange didn’t provide me with enough options and left me desperate for alternatives. Charlotte at O2 recovered well from an uncertain start to provide me with clear and precise information.

Full review in Mobile News issue 518 (July 16, 2012).