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25 May 201513 Comments by Jon M

Tello interview (part 2)


If you haven’t already seen it, check out the first part of our interview with tello, a new network hoping to shake up the MVNO market.

How much do you know about the ecosystem of the UK mobile phone market? What lessons do you feel will be most useful from your experience in overseas markets and how would you characterise your particular approach over here?

Since our experience in the telecom field is pretty vast, a big part of our database consists of UK customers. We already conducted several market surveys in order to expand our understanding and approach over the UK. Plus, we constantly work to apply our existing knowledge and experience in the complex MVNO market from the UK.

So why in particularly did you choose to work with Hutchison-Whampoa in the UK?

Our criteria for selecting a partner were pretty simple. We were looking for a flexible and reliable partner. We chose Three Mobile because they offer a great quality service at a very competitive pricing. Plus another aspect that played a significant role when selecting the network was their data speed, because we care about future trends and customer needs.

Why do you think so many people are stuck on expensive PAYG plans when there are so many cheap alternatives available now? What’s the main thing holding people back from switching?

The answer to your question lies in the human psychology area and I think can be summed up in a few simple but powerful words like: loyalty, ease of use, convenience.

What matters: price over quality? Why do people choose a more expensive provider when they can switch to a new cheaper one? We think customers are the key, they lead the way, their behavior leads providers to new products, services and ways to do and conduct business. What is 100% true is that a happy customer is a loyal customer.

So the word “stuck” can actually be easily replaced with “happy”.

Still, we think more and more people would be eager to try something new if they’d realize the savings on the long run, or if they’d know that portability is risk-free and it is backed up by OFCOM.

That’s a good way of looking at it! And human psychology is definitely a big part. But where do you see the network in five years?

Our five-year plan definitely revolves around the word: international expansion. By the end of this year, we’ll launch tello on the US market so our focus and attention is channeled towards this project.

Thanks for your time, Silvana and good luck with the new venture!

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13 Responses to “Tello interview (part 2)”

  1. Joe 12 September 2015 at 17:41 Permalink

    It’s very difficult to see why Tello should or can make any impact at all in the UK market. The current offering is more expensive for PAYG than the carrier network (3) offers directly. It is effectively 331 rather than 321 and in any case 3 give a non-expiring 150mb free for every £5 top up.
    The data only SIM rates are beaten hands down by Mobidata (again on 3).
    So unless you have some obscure overseas calling pattern, there is no reason at all to use this unknown player.

    • Ronnie 12 September 2015 at 20:30 Permalink

      The Customer service Joe.
      Best I have encountered.
      I realise 3’s direct offering is a great thing ,as getting 150mb even before you start is a real deal.
      But even then,they have the same problems with slow and tedious customer service as all the rest.
      I don’t mind not getting the free data,as long as my questions and problems are answered and resolved quickly.
      Which they are.
      Mobidata ?
      Hmmm,tell me more 🙂

      • Mobile Network Comparison 5 October 2015 at 20:31 Permalink

        What experience did you have with Tello CS?

        • Ronnie 5 October 2015 at 22:37 Permalink

          Well initially I had a few teething problems with porting my number,which did take a week to sort out.They gave me £10 credit for the inconvenience
          This kind of forced my hand at the time to try BT Mobile(Big Big Mistake!!)
          But after my number had been successfully ported,I had problems with using my data.
          I got onto them,and within 10 minutes I had an answer,and I actually spoke to someone.
          They said to bear with them for 5 minutes,so fine.
          The lady came on and said that it was fixed,and to say sorry they had given me a code to add a free £5 onto my credit.
          I had another minor problem,but being an old man now,I can’t for the life of think what it was 😀
          Anyway,I know it was sorted out within hours.
          It’s not about the free credit,that’s just a bonus.
          It’s about their customer service responding very quickly and sorting things out quicker.
          They actually phone you,and are very thorough.
          I like them,I’m going to stick with them

    • Mobile Network Comparison 16 October 2015 at 00:28 Permalink

      Fair point and time will tell if it’s true…

    • A 15 February 2016 at 23:18 Permalink

      There is. If you want to tether from your phone, and don’t really use text messaging, then there is plenty of reason to use these people. Also customer service ftw.

  2. Ronnie 12 June 2015 at 19:52 Permalink

    After a few teething problems with the network at first,I am glad I have stuck with them.
    I’m always looking for an alternative to the bigger companies,and stumbled onto the Tello website.
    I read up on it,and thought that this was a really good company to go with.
    It was everything I was looking for.
    Cheap as chips,good coverage and excellent customer service.
    What more do you want? 🙂
    I’m happy that they chose 3 as their network partner,as I have been with 3 quite recently.And never had any issues.
    I can handle the early teething problems,as that is to be expected with networks in their infancy.
    I was with giffgaff from the start,and they had plenty of issues to start with,but improved over a period of time.I wouldn’t go back to them mind you,as “the Mobile Network run by you” turned out to be run by idiots and sycophantic money grabbers.Where the “customer service and “ask an agent” was a series of copy and paste answers from the aforementioned idiots looking for an easy Payback cheque.
    My experience with Tello is becoming better and better every passing week,and a special mention goes to their dedicated customer service team.
    Excellent,quick and resolve your issues within hours,sometimes minutes.
    Where else would you get that ?.Patience with their Indian call centre is a must,but do not let that put you off
    Well done Tello,My mobile experience has become a lot better.
    Valued is a good word.
    Not being sycophantic BTW,just honest.

    • Ollie 13 June 2015 at 11:49 Permalink

      I 100% agree with you! They really are a great network!

  3. Ollie 11 June 2015 at 16:50 Permalink

    Thanks for writing this article, I have since ordered a tello SIM. One more thing, could you do a review for GTMobile ( they recently ripped me off (prices went from 3p to 19p) maybe we could save some other people? Thanks

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