Quote:
Originally Posted by Zeph
It's probably due to Newbies on the Broadband wagon phoning BT because they've heard you get Broadband from BT and not knowing that there are plenty of other providers around.
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Possibly the ntl/Telewest rate is slowing down due to churn. Disgruntled customers or ones accepting a deal that suits their needs better cut into their growth rate.
I think churn is less damaging long term if a customer leaves for a better deal as he is likely to return in the future, unlike one who leaves for a reason like bad service etc.
Churn was always a big problem in ntl, and the only way they combated it was by offering cheap or free service to keep customers a bit longer.
I guess nothing much has changed.