BT overhauls consumer business with bid to combine mobile and broadband

All customer calls will be answered in centres across the UK by 2020

United Kingdom operator group BT has unveiled a bunch of initiatives for its consumer business unit, focusing on a new "BT Plus" converged plan. BT's Ultrafast broadband comes with a unique guarantee of speeds of more than 100Mbps.

EE is becoming the first United Kingdom network to support all major Smart Home ecosystems with new, strategic partnerships with Hive and Nest plus a wide range of smart cameras, thermostats, sensors and lighting - providing options for customers whether they prefer Hive, Google, Apple Homekit, or Alexa smart home ecosystems.

The new Consumer Business Unit comprises BT, EE and PlusNet and will see the launch of a series of converged products and service, including new streaming partnerships.

The first example of its so-called converged offering will be hybrid broadband technology, which combines 4G mobile and fixed-line broadband to boost Wi-Fi signals in customers' houses and maintains connections if the fixed-line fails, Allera said.

There's also a new "Flex" mobile plan.

Mr Allera said: "We're investing across BT, EE and Plusnet so that we can provide our customers with the widest choice of products and services, on the best networks, and with the best service in the UK". "Positioned as a premium offering, it is a modest start but we expect more competitive offers to emerge". BT Plus customers will benefit from the fastest speeds from BT on broadband and mobile. "BT will be the first United Kingdom telco to offer Amazon Prime video to its customers".

The company, which announced last week that it is to axe around 13,000 jobs over three years, said it will return to the high street in the form of taking space in 620 EE shops to promote its own products.

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The bonded network technology is just one element of a much wider strategic realignment that is now getting underway at BT Consumer, created to position the entire organisation as a national communications provider of choice. "More importantly the new structure and strategy provides better clarity on the future direction of the consumer segment which has been in limbo for some time".

All of BT's call centres are due to follow return to the United Kingdom and Ireland by 2020, after a similar move by EE improved customer satisfaction. As part of this, BT customers will enjoy a range of new experiences this year - from the latest content to new app experiences that give customers more flexibility on how and where they watch their favourite content.

"The move to support Amazon Prime video positions BT TV as an aggregator of content services", said Pescatore. As well as offering access to Prime Originals such as The Grand Tour, The Man In The High Castle and Lucifer, the new BT TV app will also allow customers to download and plat content on the move for the first time.

Among its many consumer ambitions, BT also announced a partnership with Amazon for its telly services, already having a partnership with Netflix and previously announcing a tie-up with its rival Sky for Now TV.

The key message is that the company will converge their network by 2022, which will mean (it says) that "customers will never again have to think or worry about which network they are connected to".

Britain's broadband is about to get a major speed boost with BT and EE set to launch a new hybrid service.

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