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Optus’ shuttered Virgin Mobile wins another telco customer service award

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Mobile phone service provider customer satisfaction, August 2018 vs August 2017


(Image: Roy Morgan Single Source Australia)

Optus’ shuttered mobile virtual network operator (MVNO) Virgin Mobile has won another customer service award, taking out the Roy Morgan Mobile Phone Service Provider Monthly Customer Satisfaction Award with a score of 88 percent for August.

This marked a 12 percent rise from its score this time last year, Roy Morgan added, with Aldi Mobile coming in second at an 84 percent customer satisfaction rating for August, up by 14 percent from last year.

“Both Virgin Mobile and Aldi Mobile have achieved multiple victories in the Mobile Phone Service Provider category in 2018, and are the leading contenders to take out the 2018 Annual Award with four months to go,” Roy Morgan said, adding that Virgin Mobile had won the award back in 2012 while Aldi Mobile took it out in 2015.

Virgin Mobile’s score shows that despite the phasing out of its brand in Australia, it is “still supporting its customer base to a high standard”, Roy Morgan CEO Michele Levine said.

“The estimated three quarters of a million Virgin Mobile customers are set to transition to Optus contracts over the next two years, although the uncertainty facing existing Virgin’s customers provides a huge potential market for rival telcos such as Telstra and Vodafone to tap into as they search for new customers,” Levine added.

“Despite the consolidation in the industry with the closure of Virgin, there is still a significant market for resellers to compete with the established networks of Telstra, Optus, and Vodafone as Australia heads towards 5G networks in 2019.”

Vodafone Australia was up by 3 percent for a rating of 78 percent; Optus was down by 1 percent for a score of 77 percent; and Telstra came in last, down by 3 percent from last year to a total customer satisfaction score of 74 percent for August 2018.

“Amaysim and iiNet are yet to win a monthly award in 2018, and were out of the top five providers in August,” Levine said.

With Virgin Mobile using the Optus network and Aldi Mobile the Telstra network, Roy Morgan also averaged out the “underlying mobile networks”, giving Optus an overall customer satisfaction score of 78 percent, while Vodafone Australia scored 77 percent and Telstra 75 percent.

In July, Virgin Mobile similarly received top ranking in an Australian Communications Consumer Action Network (ACCAN) report on telco provider customer service.

According to ACCAN’s report, barring Virgin Mobile, Vodafone provided the best service, followed by TPG/iiNet, Amaysim, Dodo/iPrimus, Skymesh, Telstra, Optus, Activ8me, and in last place Telstra-owned Belong.

Optus had in May confirmed that it would be phasing out its Virgin Mobile Australia subsidiary over the next two years, with retail stores closing in June.

Virgin Mobile stopped upgrading and selling new post-paid mobile and broadband services as of June 15, although existing customers can continue using their service as normal, with all current contracts being honoured.

“This decision comes as a result of a strategic review of the Optus and Virgin Mobile brands which was recently conducted ahead of the approaching expiry of the Virgin Mobile brand licence in 2020,” the phase-out FAQs explain.

Virgin Mobile has been continually losing market share, according to Kantar, with the market research company in November reporting the telco had lost 0.4 percentage points down to holding just 4 percent of the total Australian mobile market.

Optus has been wholesaling its 4G network to its Virgin Mobile subsidiary since 2014.

Related Coverage

Optus to shutter Virgin Mobile stores by June 30

The Virgin Mobile Australia brand will continue to operate over the next couple of years, but it will stop upgrading and selling new services on June 15, 2018.

Optus confirms Virgin Mobile closure

Virgin Mobile will be shuttered over the next two years, Optus has confirmed.

Telco that Optus shuttered provides best customer service: ACCAN

If you want the best service from an operational telco, head to Vodafone. Otherwise, pine for Virgin Mobile.

5G technology: A business leader’s guide (Tech Pro Research)

It’s still early days for 5G services, but as they’re being trialed and deployed, they’re on track to have a far-reaching impact for both consumers and businesses.

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Galaxy Z Fold 4 Under-Display Camera May Get A Stealthy Makeover

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According to a tweet from the account @SamsungRydah, which was first spied by SamMobile and has since been removed by Twitter based on a copyright claim (seemingly lending credibility to the leak), the Galaxy Z Fold 4 will rectify the poor invisibility of the UDC. The model will reportedly use a different arrangement of pixels to make it denser, providing a 132ppi circle, up from the Galaxy Z Fold 3 model’s measly 94ppi. The result is that the hole will hopefully be less visible, and text should be less distorted in that area. Unfortunately, it’s not completely invisible, at least not based on the leaked slide.

What isn’t clear, however, is whether Samsung is also upgrading the camera sensor itself to something more than just 4MP. Increasing the sensor’s own pixel count could help offset whatever side effects the UDC panel might have in terms of quality. While the Galaxy Z Fold 3 foldable’s internal camera was moderately usable for video calls, it just didn’t sit well with buyers considering how much they’d paid for the premium phone.

An upgraded internal camera would be in line with upgrades to the other cameras expected for the Galaxy Z Fold 4. These include a 50MP main sensor and a 10MP telephoto with 3x optical zoom. These are moderate upgrades, of course, but Samsung seems to be taking a page from Apple’s book here by improving quality through software and other minor tweaks rather than going all out on what would be a bulky sensor that wouldn’t fit the Galaxy Z Fold 4 model’s slim profile.

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Today’s Wordle Answer #416 – August 9, 2022 Solution And Hints

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The answer to today’s Wordle puzzle (#416 – August 9, 2022) is patty. Its meaning varies across cultural contexts — to the British, it’s a small pie or pastry; to North Americans, it’s a small, round, and flat chocolate-covered peppermint sweet. More generally to Americans, it’s a small flat cake of minced or finely chopped food, especially meat (via Merriam-Webster). To Mr. Krabs of SpongeBob, it’s a veggie burger (and a moneymaker). Seeing as the word patty has roots in the French word “pat,e” which means dough, Mr. Krabs obviously knew what he was doing. 

We solved the puzzle in four tries today, just like yesterday and the day before. We began guessing with the word roate, which is an uncommon but excellent first guess (even the WordleBot thought so). After following up with fluid, we hit a lucky strike with catty — only one letter short of the correct answer.

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The Reason Ford Won’t Build A Mustang GT500 Convertible

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Ford won’t be making a convertible Mustang GT500 because… it’s too powerful.

Hau Thai-Tang, Ford’s chief product platform, and operations officer confirmed the S550 platform on which the Mustang was built had reached “the top end of the capabilities” (via Muscle Cars & Trucks).

Dave Pericack, former Director Enterprise Product Line Management — Ford Icons, backs up those comments even more bluntly. “The real reason” Ford isn’t making a convertible model is because, by removing the roof, the car would lose all its structure and stiffness in the chassis and body. The power of the GT500 is simply too much for a convertible car to handle.

The only way it could make a convertible model would be to “spend a lot of money in exotic material” to compensate for the loss of the roof and the structural integrity it provides (via Ford Authority). Ford is not prepared to do that, considering the S550 platform is nearing the end of its road. The S650 platform — the seventh generation of Ford Mustangs — is on its way and will, in all likelihood, be the last Mustang with an internal combustion engine.

Fear not Ford faithful. The Blue Oval is already looking to the future and has already built a 900hp electric Mustang to show the world that an EV can also be a muscle car.

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