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Where NTL failed
In comparing NTL to telewest vast differences can be spotted.
1 - NTL use india call centre's, telewest is all in UK.
2 - Telewest announced all analogue areas to be upgraded in short time period, NTL have no plans.
3 - Telewest do speed upgrades in much shorter time.
4 - Telewest provide higher top speed and higher upload.
5 - Telewest have no cap.
6 - Telewest have no admin fee to upgrade.
So why such a difference? Well I think NTL have gone on too long with prices too low on the bottom tier and now they charge 37.99 for their top tier, this has left them needing to do crazy things such as outsource tech support and add traffic caps to maintain profits and keep their network together, upgrades are done years too late and customers suffer. Telewest charge £50 for their top tier which gives them more turnover and they keep their customers happy reducing customer turnover, this in turn has kept them in better shape. NTL should work on the law of averages, charge more and remove caps, the average use will remain steady but they get more turnover and keep customers happy, the extra turnover can bring back outsourced work and pay for upgrade's on their network, analogue base pack is cheaper then digital base pack further reducing their turnover, also customer complaints are high forcing them to give out discounts. Am I the only one thinking this.
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