Monday, 27 October 2008

Customer Service Survey

I would like to thank all our customers who carried out our recent customer service survey. Based upon the feedback we have received, we are going to carry out the following actions:

  • The current website is to be revamped, allowing for a more customer friendly interface, and more product and service information
  • Our application form has been improved, so customers will now only have to enter their details once
  • A customer fault feedback questionnaire is to be introduced, allowing us to directly monitor how we deal with faults
  • Product fact sheets, case studies and tariff sheets are to be made available for customers to download off the website
  • ‘Plumblog’ is to be updated more frequently
  • User training sessions for telephone systems are to be arranged

Your feedback has been very constructive and helpful. We hope that the above changes will help improve and prolong our service towards you.

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Monday, 13 October 2008

Review of Ofcom Telecoms Report Q1 2008

Ofcom have released their telecoms report for the first 3 months in 2008. The report aims to highlight emerging trends in the UK telecoms sector, in order to generate a greater understanding of the sector amongst consumers and businesses alike. As stated on the Ofcom website, the main trends in fixed lines and calls, internet, and mobile phones, were as follows:


  • BT’s market share of fixed calls and access revenues fell to under 60% for the first time in Q1 2008.
  • Total call volumes were unchanged at 38 billion minutes during the period as a result of growth in call volumes from indirect operators offsetting a decline in call volumes from other operators.


  • The total number of residential and SME broadband connections increased by almost 600,000 to 16.2 million in Q1 2008, with BT’s retail market share being unchanged at 26.5%.
  • The number of people using mobile broadband, via 3G mobile USB modems or ‘dongles’, has increased. Around 6% of all UK internet access is done through mobile broadband.


  • Total mobile revenue across the four mobile operators declined by 1.6% in during the quarter, due to a fall in revenue from calls and other charges.
  • Total mobile call volumes declined slightly (0.23%) during the quarter while messaging volumes increased by 8%.
  • Contract subscribers grew by 1.9% in Q1 2008 compared to a 1.3% decline in prepay subscribers.

In relation to business users:

  • The total telecoms revenue from UK businesses increased by 6% during 2007, but fixed voice business services declined by 3%, and SMEs are tending to use residential internet connections rather than business.
  • The total volume of fixed line business calls fell by 6% in 2007, some 26% lower than in 2002, with many businesses using mobile phones and VoIP instead.
  • The total number of fixed business lines and ISDN channels increased in 2007, due to more larger businesses using ISDN 30 channels to route voice calls.

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