Conclusion 4

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.