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The Consumer business unit of BT Group (which includes BT, EE and Plusnet) has big plans and it’s just announced them under the umbrella of a new ‘Best Connected’ plan.
There are many parts to this plan, but the overall goal is to offer converged products, combining mobile, Wi-Fi and broadband.
One example of that is BT Plus, a new service from BT which combines mobile and broadband plans and if there’s ever a fault on your home broadband it will give you unlimited data on your mobile plan and send out a 4G Wi-Fi Mini Hub, so that you can still stay connected.
A similar service is being launched on EE, and that’s just the beginning, as EE is also prototyping Hybrid Broadband, which can combine the two technologies and switch between broadband and 4G if there’s ever a fault on one.
The BT Consumer unit aims to launch a fully converged smart network in 2022, and it’s set to be the first in the UK. 4G coverage is also going to be continually improved, with the company aiming for customers’ ‘time on 4G’ to reach 98% by 2020, and the company also plans to be first to market in the UK with 5G.
More flexibility and better BT Sport
Additionally, EE is launching a family plan which will allow you to ‘gift’ data to anyone on your account, so if someone runs out you can add to their allowance.
A new ‘flex’ plan is being launched too, which is gives you a monthly allowance for your phone, but allows you to increase or decrease this allowance every month and even take breaks, while rewarding you with extra data for every three consecutive months of payments.
If you’re an EE customer then BT Sport on your phone will also be getting better, as you’ll soon be able to cast direct from your phone to your TV.
Better service
And BT Group’s customer service is set to improve, as 100% of BT customer calls will be answered in the UK and Ireland by the end of 2020, while BT products and advice will soon be available from EE stores.
EE, for its part, will be partnering with setup company Enjoy this summer, to offer same-day smartphone delivery and expert setup in London, and eventually beyond.
EE is also getting new customer service tools, including augmented reality support, allowing advisors to see through your phone camera to advise on the setup of devices.
The only company that doesn’t seem to be getting much out of all this is Plusnet, but it is at least getting a new app, which will allow customers to see their bill and get help on various topics.
