The average time mobile-phone customers have to wait to speak to their network when phoning them has nearly doubled since 2019, Ofcom says.
Its annual report (www.snipca.com/42013) on customer service in the broadband and mobile industry showed that wait times in 2021 rose to two minutes, 15 seconds – up by eight seconds from 2020, and an increase from one minute, 18 seconds in 2019.
Ofcom said that the increase is due to the “impact of the Covid-19 pandemic”. O2 customers had to wait the longest (three minutes, 59 seconds), followed by Vodafone (two minutes, 30 seconds). Three answered the phone fastest, in just 16 seconds.
However, the time broadband and landline customers had to wait fell in 2021, though it was still slightly longer than before the pandemic. On…