The company has lost 182,000 broadband and 644,000 mobile customers in two years and is operating in an increasingly competitive market competition

My experience with their fibre service was bad customer service with very long waits, broken website and IT and a pricing model that meant you had to call them up every year to threaten them just to not get a 50% price increase. Service reliability was alright though.

After switching to Plusnet all of those problems went away, and I can get through to a person in less than a minute most of the time, and both times it has been someone in the UK. The price rises a small amount each year (£3 I think?). They have done some weird clerical errors though were they have accidentally cancelled my contract twice over the course of 2 years. Still better imo.

The UK telecoms company, which offers broadband, TV, landline and mobile services, had just announced £800m in cost savings, including potentially cutting up to a quarter of staff.

I'm not sure that will help with their main problems, at least where it comes to customer retention.

A pledge to focus on improving customer service, and developments including a new voice AI agent to handle broadband fault calls, has paid off.

In its results earlier this week, the company pointed to Ofcom’s latest data showing significant reductions in complaints across its business, and the lowest of any leading broadband provider.

I find that difficult to believe.