Allwyn has reassured retailers mobile and internet coverage for National Lottery services will be reliable, following concerns over the reliability of network partner Vodafone.

As part of the firm’s takeover of the National Lottery in February, Allwyn has appointed operator Vodafone to provide internet connectivity to lottery terminals as part of a “mobile first approach.”

Several retailers told Better Retailing they had started seeing visits from engineers in the last month to test the signal strength in their area, as Allwyn has resumed conducting site surveys started last year.

Some store owners reported having no issue with coverage at all. However, other retailers reported concern over patchy coverage in their area. Ken Singh, of BB Nevison Superstore in Pontefract, told Better Retailing: “It’s important we don’t have any issues with coverage causing disruption to the services we provide customers.”

Mike Mitchelson, of Mitchelson’s News in Brampton, added: “I’m on Vodafone and there are some areas in the shop where I can’t get any coverage. I haven’t seen an engineer yet, but it’s important for these concerns to be addressed.”

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Vince Malone, of Tenby Post Office in Pembrokeshire, was informed he had some issues with coverage when visited by an engineer. He added: “However, they told me they can provide solutions to resolve these problems. I’ve also got a WiFi booster in the shop which can help.”

Asked by Better Retailing to address these concerns, an Allwyn spokesperson said: “These signal checks will ensure we get the right kit in the right store and will ensure all coverage requirements are met, no matter where the retailer is located in the UK and what their mobile coverage is like.

“Vodafone will do this by providing retailers with one of three network types: the first being based on mobile connectivity, and the other two based on broadband (fixed) connectivity and satellite connectivity to retailer lottery terminals. With these options, Vodafone and Allwyn will be able to provide all National Lottery retailer locations with an effective connectivity solution.”

The spokesperson added that the changes won’t be immediate and will be implemented through a staggered rollout later in 2024.

According to results of an Ofcom survey published in October, Vodafone was the most complained about broadband provider between April and June 2023, having received 24 complaints per 100,000 customers. The main issues were around faults, service and connectivity issues. However, it came joint-second for fewest complaints regarding mobile connectivity.

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