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Article: BT on the wrong line for service: Has the once-trusted telecoms giant lost its touch with Internet customers? (E-Consumer).
- Article from:
- Marketing Week
- Article date:
- November 29, 2001
CopyrightCOPYRIGHT 2001 Centaur Communications Limited. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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With its belated attempt to win broadband (high speed Internet) customers, BTopenworld seems to have taken its eye off the dial-up Internet ball. The diary below documents one poor souls attempts to sign up to BTopenworld's bread and butter service.
Sunday November 4: Having bought a whizzy laptop, our man decides to be loyal to BT, which he uses for terrestrial and mobile phone services (the latter via O2, formerly Cellnet). When he calls BTopenworld, he is told to expect an "Internet access software pack", including CD-ROM, in the post within five days. Splendid!
Saturday November 10: Still no welcome pack. Calling BT again, he is told: "Sorry about ...