BT overhauls consumer business with bid to combine mobile and broadband

BT overhauls consumer business with bid to combine mobile and broadband

The new Consumer Business Unit comprises BT, EE and PlusNet and will see the launch of a series of converged products and service, including new streaming partnerships.

BT customers will also be able to take advantage of a new converged package called BT Plus, which will bring together home broadband, BT Mobile (not EE at this time) and Wi-FI capabilities into a single plan with a single bill.

There's also a new "Flex" mobile plan. BT's Keep Connected Promise means that if ever there is a fault with a customer's home broadband, BT enables unlimited data on their BT mobile plans and will send a 4G Wi-Fi Mini Hub with unlimited data so the customer can stay connected while their broadband is repaired or installed. Little details like EE's offer of gifting up to 20GB of your 4G allowance to other family members is a nice touch.

EE is also launching a new support app which, with permission, will allow customer service agents to use the camera on a customer's phone to view problems they're having with a product or service and provide situation-specific support. The My EE app also allows parents and carers to monitor and control how much their children are online and what they're accessing with easy-to-use content filters.

Along with this new home broadband there were plenty of other announcements from BT and EE.

Included is a "hybrid" service which will leverage both the BT network and EE 4G cellular offering which aims to make calls and data faster and more reliable.

Marc Allera, chief executive of EE, was anointed CEO of the BT Consumer business past year, that brought together EE with the existing consumer division to create the £10bn integrated mobile, broadband and pay-TV outfit.

BT has pledged to bring all its call centres back to the United Kingdom and Ireland and is planning a converged broadband and mobile network as part of raft of announcements for its customers.

In a candid address to journalists, Allera said customer feedback showed the overseas call centres did not offer the same level of service as those in the United Kingdom and that customers were right to demand performance that matched the increasingly vital role broadband and telecoms play in our daily lives.

And what will matter a lot will be TV content and the new move will see BT TV become the first United Kingdom company to include the Amazon Prime Video app as part of the EPG delivered through its set-top box.

The big question is whether or not consumers actually want all this, particularly as the BT Plus service seems set to be positioned as a premium offering and prices are expected to start at around £80 per month (expensive but then we are talking about throwing seamless mobile and ultrafast broadband connectivity into the same bag). However it would now be very hard for BT's rivals to match what they're aiming to do with seamless indoor and outdoor connectivity (limitations with MVNO arrangements and fixed line access etc.).

Combined with the brand's return to the high street, the executive expressed hope that the move would turnaround customer experience and perceptions. Meanwhile Plusnet will no doubt retain their position as a low cost niche. "However, we reiterate our belief that at least one will be dropped in the medium to long term". "We are going to create a new, smart, converged network for our customers".

Related Articles

  • Italy's League chief sees govt programme completed Wednesday

    Italy's League chief sees govt programme completed Wednesday

    Italian stocks.FTMIB fell 2.5 percent, set for their biggest one-day drop since the country's inconclusive general election in March.
    Gina Haspel, CIA pick, easily clears intel committee

    Gina Haspel, CIA pick, easily clears intel committee

    Senate Majority Leader Mitch McConnell hinted Tuesday that her confirmation vote could come as early as this week. Two red-state Democrats, Senators Joe Manchin and Joe Donnelly, already announced they will back her.
    Neymar says he has fears after returning from injury

    Neymar says he has fears after returning from injury

    Meanwhile, NAIJ.com had earlier reported about Neymar's frustrations concerning the rumours surrounding his future with PSG . Brazil will start its World Cup campaign against Switzerland June 17, followed by Costa Rica and Serbia in Group E.
  • Chelsea want Mauricio Pochettino to replace Antonio Conte

    Chelsea want Mauricio Pochettino to replace Antonio Conte

    Although Chelsea failed to secure Champions League football, they have identified Pochettino as the man to bring in a long-term strategy at Stamford Bridge.
    Mircrosoft's Low-Cost Tablet to Rival Apple

    Mircrosoft's Low-Cost Tablet to Rival Apple

    The new cheaper Surfaces could likewise appeal to students and teachers, and to schools that buy less-expensive devices in bulk. Last year Apple sold nearly $20 billion in iPads , whereas Microsoft's professional Surface line sold just $4.4 billion.
    Nationalise the railways: East Coast train line entering public control

    Nationalise the railways: East Coast train line entering public control

    He said the aim was to create a new public-private partnership from 2020, with "one simple team operating the railway". Stagecoach chief executive Martin Griffiths said he was "surprised and disappointed".
  • Facebook launches its Youth Portal

    Facebook launches its Youth Portal

    Facebook says it spoke with groups of teens in the United States, Italy, the United Kingdom and Brazil to design the new site. This work builds on its existing programmes: Skuola.net, Diana Award, Childnet, SaferNet and the Learning Links Foundation.
    NC State adds basketball guard Eric Lockett, transfer Sacha Killeya-Jones

    NC State adds basketball guard Eric Lockett, transfer Sacha Killeya-Jones

    Killeya-Jones should have the inside track as the starting center for NC State ahead of the 2019-20 season. Killeya-Jones has made a decision to join North Carolina State and coach Kevin Keatts.
    Physically demanding jobs take a toll on your health

    Physically demanding jobs take a toll on your health

    It turned out that the job that requires regular physical activity increases the risk of premature death in men by 18%. But "an easier option may be to keep encouraging people to remain physically active during leisure time", Coenen said.
  • Amazon Prime at Whole Foods

    Amazon Prime at Whole Foods

    Earlier this year, Amazon and Whole Foods launched a free two-hour delivery service for Whole Foods groceries for Prime members. These will be labeled in store with yellow "10% off" sale signs, and "Prime Member Deal" signs, respectively.
    Dismantling of North Korea nuclear site 'well under way': U.S.  monitor

    Dismantling of North Korea nuclear site 'well under way': U.S. monitor

    Such a seemingly eased USA stance is likely to give more room for the two adversaries to strike a big deal at the upcoming summit. But he has done nothing that would indicate he plans to give up his nuclear weapons or long-range missiles.
    All-New Google News for iOS Download Hits the App Store

    All-New Google News for iOS Download Hits the App Store

    The Headline page organizes stories based on general topics, such as Sports, Entertainment, and Technology. In the " Favorites " tab you can add specific topics, sources, and locations that you're interested in.