BT Consumer
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Suppliers & SCMBT taps Qlik for data analytics prowess
BT aims to create a ‘data‑literate workforce’ to improve how it exploits its vast troves of customer data for up‑selling opportunities.
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Financial & Performance
BT guidance: EBITDA recovery on horizon, sales rise fainter
Two more years of revenue decline ahead, but EBITDA improving and underpinning investment plans.
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Financial & Performance
Margins slip as BT Consumer pursues quality
Another tough COVID‑19 ‑impacted quarter but management playing the long game, with a focus on premium services. Network investment continuing as division seeks an uplift from next‑generation platforms. BT reputation improving, but weaknesses remain outside core products, necessitating dual‑brand approach. Commercial partnerships remain a key strategic ...
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Consumer (B2C)
Legacy IT hinders BT Consumer brand meld
Siloed IT for BT, EE, and Plusnet creates cross-selling challenge. Vendor selection process for IT overhaul has been going on four years and is not yet complete.
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Consumer (B2C)
Elsewhere in BT Consumer: BT TV loses Disney, BT Sport battles lockdown
BT Sport offers helping hand to closed Scottish pubs; Disney’s strategy shift makes impact for BT TV customers; Allera says Apple’s entrance to the 5G device market has huge potential.
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Consumer (B2C)
Elsewhere in BT Consumer: Carphone exited, finally
Carphone dumped, BT Mobile abandons premium services, BT Sport adds OTT interoperability
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Products & Services
EE targets SMEs with new data pack
5G‑ready bundles for small businesses: jumping the work–play divide. Smart Benefits get a spotlight.
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Consumer (B2C)
BT ends inflation‑only price hikes to fund fibre
CPI + 3.9% set as new price rise formula across BT’s consumer products. Covering increased infrastructure investment is the party line, but move is an awkward reversal of recent commitment to inflation‑only increases. Liberty Global’s CEO Fries describes the switch as a “ whoops ” moment for ...
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Strategy & Change
Green sees ‘correction’ in TV sports rights prices
BT is attempting to turn down the heat on expectations for broadcast sport auctions in a market that has already seen signs of cooling.
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Consumer (B2C)
Elsewhere in BT Consumer: WFH adaptations continue; BT Sport freshens content
COVID‑19 -led adaptation continues as BT Sport freshens content and go-to-market, and Consumer debuts second line service for work-from-homers.
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Suppliers & SCM
BT Sport turns to arch-rival Sky for media sales
Launch partner Channel 4 displaced after seven years.
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Enterprise (B2B)
Elsewhere in BT Enterprise: ContactEngine partnership gets praise
Innovation leader Millard stresses enthusiasm for automation and digitisation in customer support.
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Strategy & Change
The ups and downs of being a good sport
BT Sport hit with negative publicity amid tardy coronavirus response. Season’s televised football up in the air.
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Consumer (B2C)
BT Sport rolls out app updates
BT Sport rolled out an update to its Android and iOS applications with the aim of making navigation easier.
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Marketing
Virgin Media bites back in Bristol billboard campaign
Virgin Media UK took a pop at BT’s fibre‑to-the‑premises (FTTP) advertising in the city of Bristol by branding it as “ dubious ” and “ unsubstantiated ”.
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Consumer (B2C)
EE offers complimentary BritBox
EE is to offer new and existing pay‑monthly mobile and tablet customers a free six‑month subscription to BritBox.
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Products & Services
BT Yahoo! emails to be migrated
BT is reportedly taking another stab at migrating BT Yahoo! email users away from legacy Yahoo! accounts in a trial limited to a small number of customers.
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Consumer (B2C)
BT Consumer, EE hike prices
There were rumblings in the press in response to price rises from BT Consumer and EE, with the customer-facing businesses implementing their latest inflation-based changes.
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Operations
BT Consumer completes customer service onshoring
BT Consumer flagged completion of the onshoring of all its customer service contact centres, which it claimed was ahead of a previously declared deadline of 31 December 2020.
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Public Affairs
Ofcom’s quarterly complaints report good news for EE
Ofcom’s quarterly Telecom and Pay TV Complaints report revealed comparatively positive numbers for BT Consumer’s fixed broadband and landline offerings, but mixed results in mobile, with EE excelling compared with a struggling BT Mobile.
