O2 has introduced changes to the tariffs and terms of its mobile broadband packages as a result of customer dissatisfaction.

One in 10 O2 mobile broadband customers said they were 'deceived' about the cost of the service, with nearly a third complaining that the ongoing cost was higher than expected.

The research, carried out by OnePoll, also showed significant customer discontent with O2's coverage.

Twenty per cent of respondents were upset that they were unable to use mobile broadband where they wanted it, despite being told by providers that there would be coverage.

O2 has responded by restructuring its mobile broadband deals.

The company says it will make it easier for customers to be certain of how much their contract is costing, not just at sign-up but throughout the duration of the contract.

They have also introduced a new coverage checker and a 50-day Happiness Guarantee, which will gives customers up to 50 days to back out of their contract with no termination fees and a refund for any costs incurred purchasing the dongle.

Peter Rampling, marketing director at O2, said the telecoms industry were to blame for setting expectations too high.

"Across the industry there are too many customers whose mobile broadband expectations have been set too high and have then been disappointed," he said.

He added that it was "a terrible shame given there are loads of people who are having a great time with mobile broadband".

www.onepoll.com
www.o2.co.uk

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