Consumer

Consumer

We’re the UK’s largest provider of fixed-voice and broadband – and we’re also delivering for customers with our TV offering, exclusive sport channels and mobile services. We connect millions of households and people to information and entertainment, at home or on the move.

We know that faster broadband is important to our customers, and 51 per cent of our retail broadband customers are now getting faster speeds thanks to our fibre services.

For more price-conscious customers, we also sell broadband through our Plusnet brand, which has won numerous awards for customer service and value.

Our TV service is going from strength to strength. We’ve introduced TV Everywhere, allowing customers to watch on multiple devices, added Netflix, and introduced a range of new packages.

For sports fans, we’re now showing 42 Premier League matches each season – including a live Saturday evening game almost every Premier League weekend. This on top of exclusive access to Champions League and Europa League football.

We have announced that all BT Sport customers will gain free access to the BoxNation channel from early 2017. In addition, at least 20 Saturday night events, including World, European, British and Commonwealth title fights will be shown on BT Sport channels.

BT Sport will further enhance sports fans’ viewing experiences with the launch of Dolby Atmos sound, which we’ll soon be making available to BT Sport Ultra HD customers.

We’re also cracking down on nuisance calls and launched a new free service, BT Call Protect, which is capable of diverting 30 million such calls per week.

We’re back in the mobile market with some seriously competitive offers. All our mobile plans come with 4G, unlimited texts, unlimited access to BT Wi-fi hotspots in the UK and the BT Sport app - at no extra cost.

How we’re doing

We’re continuing to grow our core customer base – we now have 4.7 million broadband customers and 1.7 million TV customers.

We’re already making things better for our mobile customers. In November 2016 we launched Plusnet Mobile. Using the EE network, Plusnet Mobile offers 4G tariffs on SIM only, rolling 30-day contracts.

And BT Mobile launched its Family SIM service for mobiles and tablets, offering families up to five SIMs on one contract, each with individual allowances and with discounts that increase with the number of SIMs.

We remain committed to improving our customer service. To help us meet our target of answering 90 per cent of consumer customers’ calls from within the UK during spring 2017, we’re adding over 1,000 UK-based customer services roles.

But that’s not all - we’re now fixing our customer voice faults on average one day sooner and our average customer broadband speeds have increased by more than 18 per cent.

 

ceo image
John Petter
CEO
Andy Baker
CEO Plusnet
Andy Haworth
MD, BT Consumer, TV & Sport Content Strategy
Libby Barr
MD, Consumer Sales & Service
Matt Davies
CFO
Patrick Bradley
HR Director
Pete Oliver
MD, Commercial Marketing & Digital
Russell Johnstone
General Counsel
Russell Strevens
CIO
Simon Green
Head of BT Sport
Zaid Al-Qassab
Chief Brand Officer