Source · Select Committees · Public Accounts Committee
Recommendation 4
4
Accepted
Ensure meaningful mobile coverage data reflects actual experience and develop real-time reporting mechanisms.
Conclusion
The mobile coverage reported by Ofcom does not always reflect the actual level of service that businesses and consumers experience, and which may sometimes be significantly worse than reported. The data that Ofcom publishes on mobile coverage across the UK is based on modelled estimates provided by the mobile network operators. Ofcom also conducts sample tests to check the data provided by the mobile network operators. However, the mobile coverage levels published by Ofcom do not always reflect the consumer experience. For example, trees, local geography or different building materials used within premises can affect the coverage that people experience. In addition, some people experience worse coverage inside premises and may only receive a 3G signal indoors, despite getting a 4G signal outside. The lack of a 4G signal in some locations may have implications for the connectivity people will experience when mobile network operators begin their planned 3G switch off, which they are due to do from this year and which has already started to happen. The Department has asked Ofcom to determine how it can improve coverage data to better reflect people’s experiences, and Ofcom is looking at how it can use crowd-sourced data for this purpose. The Department has said it will explore with Ofcom the setting up of a repository so that consumers can report coverage gaps directly. Recommendation 4: The Department should take urgent action to ensure that it has meaningful data on mobile coverage that reflects people’s actual experience. As part of this it should: Supporting mobile connectivity 7 • Work with Ofcom to develop ways that consumers and businesses can directly report coverage gaps in real-time to help build a more realistic and detailed picture of mobile coverage across the UK; • Ask Ofcom to examine any cases where areas have lost all mobile connectivity following 3G switch off; and • Ensure that mechanisms for measuring access to 5G coverage are fit for purpose.
Government Response Summary
The department is working with Ofcom to obtain more granular signal data, experiment with crowd-sourced data, and consider appropriate signal thresholds. It will also ask Ofcom to examine cases of lost connectivity after 3G switch-off and report on standalone 5G coverage while reviewing 4G/5G definitions.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. which includes: • Obtaining further information from MNOs about signal strength at a more granular level and about signal quality; • Experimenting with crowd sourced data; • Considering whether the signal strength thresholds they use remain appropriate as consumer demands and technologies evolve. The department is working with Ofcom to explore options for providing more accurate reporting, including exploring ways in which data from third parties can be incorporated into Ofcom’s data. As well as considering the use of crowd sourced data and measurement data provided by local authorities and other third parties, the department will work with Ofcom to consider other ways that consumers can report gaps in coverage. Ofcom has set out its expectations for how the Mobile Network Operators should implement the switch- off of 2G and 3G networks to ensure that customers are treated fairly and can continue to access the services they need. The department will ask that Ofcom examines any cases where areas have lost all mobile connectivity following 3G switch off. The department has asked Ofcom to report on the extent of standalone 5G coverage as it starts to be deployed and to keep under review its definitions of good 4G and 5G coverage to ensure that they remain fit for purpose. The department will continue to engage with Ofcom as it refines its reporting mechanisms for 5G standalone and its review of the definitions of good 4G and 5G coverage.