My neighbour said – she’s perfectly OK with progress and that things need to happen… but this disproportionately affects these older, less tech-capable folks. In my opinion, companies should be absolutely bending over backwards to accommodate, support and ensure the safety of these customers – particularly since they are also likely to have been very long term users of the service. Not arguing for no change here, but highlighting the risks.
In the case of BT as well – she has been a BT customer since “forever” (yay monopolies) but we were left asking each other after 12 hours of waiting and then the work, just to still have no working product – what is even the point of BT now? What does the company do, now they don’t own that previously last copper connection? That’s a situation where you as a business absolutely have to justify your existence, and really look after those critical customers. Instead, you’re so broken up and disconnected (see – BT, OpenReach, EE) that you can’t have an end to end relationship, and look after the customer – just mumble “sorry” on the phone, when someone finally gets through.
It’s not good enough, at all.