Mark Trundle

Today we announce Virgin Media O2's Q3 2024 financial results. During Q3 we have continued to make progress against our core strategy as we invest in the foundations for future growth. We delivered on both volume and value in consumer fixed, with a return to customer growth coupled with an increase in fixed-line ARPU. In mobile, we saw a quarterly trend improvement in key metrics, supported by a reduction in O2 churn during a summer of key campaigns for our loyalty programme Priority and inclusive EU roaming. Our 5G and fibre rollout continues at pace, and we have invested more than £1.5 billion so far this year as we focus on delivering a great customer experience with fast, reliable connectivity in more areas, increased loyalty benefits and improvements in our customer service performance. In the first nine months we are tracking well against EBITDA guidance, enabling us to reiterate all guidance metrics with confidence, as we keep our foot on the gas with targeted investments in the salient final quarter. More details on our Earnings release here ➡️ https://lnkd.in/emgmSa4k #VirginMediaO2Results #Q2 #Results #Earnings #FinancialResults #TeamVirginMediaO2

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Extremely interesting response from Sky regarding the the CMA MVNO and Wholesale remedies linked to the proposed merger between Three and Vodafone. When it comes to setting wholesale pricing the devil is always in the detail and Sky have proposed three very interesting points. 1. Benchmarking unlimited pricing against SMARTY which offers very low unlimited packages 2. Setting wholesale reference offers against pricing sky had previously received,which would be confidential, but a good historic reference point of what levels Three and Vodafone are prepared to go to for an MVNO. 3. An independent arbitrator on matters regarding capacity and so on. As a general rule when we advise clients on wholesale contracts we always recommend an independent price benchmarking process. It will be interesting to see how the CMA and the merging parties respond. #mvno #mergersandacquisitions #skymobile #vodafone #CMA https://lnkd.in/e26bWyqx

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78% of consumers expect product demos for purchases over £200 - yet 92% of consumer electronic retailers reported security incidents during Black Friday 2023. How do you balance accessibility with security during peak season? My latest crisis kit for UK Consumer Electronics Retail Directors tackles this exact challenge and more. Click the post below to access my comprehensive peak season survival guide. #retailstrategy, #consumerelectronics, #blackfriday #peakseason, #retailexcellence

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The metaverse has huge potential for the contact centres industry. While we don't offer metaverse platforms yet, I've been avidly following this frontier - and I can see how contact centres are naturally suited to thrive in this convergence of physical and virtual realities. Picture service reps as avatars providing personalised, empathetic support beyond what's possible on a call. Immersive virtual environments for visually demonstrating issues and collaborating on solutions. And flexible workspaces not limited by location. The metaverse is a chance to redefine how we facilitate human connection through elevated experiences. As AI handles simple tasks, our role could evolve into orchestrating these virtual realms. Make no mistake, this shift demands role expansions, continuous upskilling, and a rethink of the entire service model and workforce. But for an industry anchored in human experience, maybe we're perfectly positioned for this shift. If you want to geek out a bit more, read this post by Cirrus Connects which looks at the art of possible in this new paradigm: https://lnkd.in/ek-jFR5b .

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How did MS3 Networks Limited bring free market competition to the peculiar telecoms island of Hull? Check out my latest industry interview with CEO Guy Miller to find out: https://lnkd.in/eX4hiE3D Big thanks Guy for a fascinating and unique insight into the very peculiar telecoms island of Hull, and how MS3 Networks has successfully built a full fibre Alt-Net there to compete with the incumbent, KCOM, significantly boosting free market competition.   MS3 has built to just over 200k premises, of which about 130k are in Hull and about 80k are in Scunthorpe, Grimsby, Cleethorpes, Immingham, and Mexborough. Guy tells me that Hull is more profitable than the Openreach areas, because although building in Hull is twice as expensive, MS3 enjoys three times the market penetration. With 15,000 customers on the network currently, MS3’s overall market penetration is about 7%, but that rises to 29% for areas that have been built for between 2 and 3 years.   Unlike many Alt-Nets, MS3 is wholesale only, and has around 50-60 partners, which guy says is probably too many. His “utopia” is to move towards a smaller number of bigger Layer 2 partners, with the current Layer 3 partners connecting via the Layer 2 partners. The impact of Ofcom’s/The One Touch Switching Company’s new consumer broadband switching regime was interesting to hear about, as MS3 used to take orders on behalf of its partners, but this is not allowed under One Touch Switch.   MS3 has just last week managed to get some access to KCOM’s ducts and poles, after a long struggle. This will allow MS3 to get to some of the more outlying areas of the Hull licensed area, and deliver on its ambition to cover all 210k premises.   Guy comments on MS3’s original ambition of a half-million premises network build, telling me that they didn’t anticipate there being 100 other builders when the ambition was set. He admits that building another 300k premises at this point would not be a good idea, and so acquisition would be the only sensible route to reach the original ambition.   Guy goes on to talk about the financial strength of MS3, in a market with its fair share of financial worry currently. MS3 is debt free, which is very unusual in the Alt-Net world, and Guy claims that MS3 will not only be EBITDA positive very shortly, but that it will be the first Alt-Net to be cash positive.   Finally, Guy talks about the spot of bother he’s had with telegraph poles in Hedon. #fullfibre #altnet #gigabit #hull #freemarketcompetition Zen Internet

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Partnership / Investment – A Strategic Opportunity for a Telco M&A Deal. Many of you will have already seen our Blue Book OSS/BSS Vendor Directory, which provides a view into the 500+ solutions that are available on the market. It’s been a real labour-of-love project, draining lots and lots of time and resources to allow us to keep shining a light on the many outstanding suppliers / products in the OSS/BSS space. From a financial perspective, this project has been a total wipe-out, delivering none of the possible benefits I had in mind when embarking on this exercise. None of the benefits I had in mind, but the exercise has had a few quite unintended and unexpected benefits, albeit non-tangible. One of those benefits has been the opportunity to learn a lot more about what’s happening in the vendor landscape and establishing connections with a majority of those 500+ vendors. The secondary benefit that has arisen from this is gaining a dual-sided perspective on the OSS/BSS/telco M&A market. It’s given a deeper understanding of the constant changes that are happening through partnerships, Mergers and Acquisitions. The market awareness has been influential in buyers and investment firms reaching out to PAOSS to show interest in investing in companies in our sector (the buy-side). On the sell-side, the expanded connections with vendors has given a privileged view of some of the companies that are either up for sale or are open to offers (although I’m sure almost every company would be open to the “right” offers!!). For example, at the moment, I’m aware of between 8 to 10 companies that are either up for sale or very open to offers. All are telco-related. Some are directly OSS/BSS companies, others in direct adjacencies. Today’s article is about one of those companies that is actively seeking investment, so I’d like to help them out by bringing it to your attention. The company is financially strong, with annual revenues of around $20 million and importantly is reliably profitable. They operate debt-free and are powered by a team of 150 skilled professionals worldwide. This diverse team provides comprehensive solutions tailored to client needs. To read more, click on the link in the first comment below.

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How do we get evaluated for inclusion in this report? We submit three of our clients' case studies. Following this, Forrester experts interview our clients, and then analyse and score them against 30 criteria. If we can achieve this for them, we can do the same for you... Would you like to find out how?

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Making a private weekend chat public. What is the most important thing to change in how we are approaching 6G? eg. if we can only change one fundamental thing, what will have the biggest impact? - Operator led not vendor/academia led? - Maximum usefulness versus sci-fi use cases? - Commercial business case rather than technical playground? - What else? This is on the back of many discussions at the rather wonderful TelecomTV #GreatTelcoDebate last week, where many thoughtful people discussed such things with an open mind. If we look at our current industry financial benchmarks there is a need for an industry reset which means there is a need for a #6greset. The challenge is how to even start... https://lnkd.in/eSh2XnPz

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STOP THE PRESS: Is AI cutting Contact Centre costs by up to 40 Hours A Week? With rising customer expectations but shrinking budgets, contact centres are under immense pressure. Yet brands leveraging AI have achieved astounding results: 👉 Increased first contact resolution rates by 35% 👉 Improved agent productivity 13.8% per hour 👉 Accelerated new hire proficiency by 70% Curious how leading contact centres are using generative AI to increase efficiency and deliver better CX? Get the inside scoop in this free eBook, jam-packed with real-world stats, examples and actionable tips to harness AI in your operations. https://lnkd.in/e7JuAiNM .

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OMNIA underpins all your connected retail tech,from automated inventory, supply chain, instore smart shelves, omnichannel and phygital. It will also helps stop thefts - be they shrinkage directly from your retail business or data thefts by cyber criminals. FIND OUT MORE https://lnkd.in/djfQ6hth #retail #cybersecurity #dataprotection #retailtech #Omnichannel #phygital

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Proud about our latest Fit for the Future report about trust in technology! If you haven’t seen it yet, here is the latest research and insights in Vodafone Business and LSE Consulting's latest #FitForTheFuture report here: https://lnkd.in/e96_jHwu

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🗞️ From today, the energy price cap will rise 10% and many people in the UK will experience their energy prices going up. ✨To support our customers at this time, I’m proud to share Samsung Electronics UK has extended our partnership with British Gas. We are now offering further integration, allowing Hive thermostats to be controlled via our SmartThings app and opening up more access to British Gas’ half-price electricity as part of its PeakSave programme. This will make it easier for households to control their energy consumption, whilst also doing a little bit extra for the planet by using cleaner energy when there is less demand on the grid 🌍   🚗🔌 I’m also proud to share that Tesla integration has now come to the UK, allowing connection to the Tesla Powerwall and Solver Inverter through SmartThings Energy, giving easy access to energy storage and production in one place.   ⚡We know controlling energy is one of the top reasons our customers use #SmartThings - through our open approach to partnerships, we are providing our users even more benefits 🤝 Read all about it here

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“Billy (#ai) has only been on the team for a few months but is already able to quickly and efficiently handle more than 60% of billing enquiries ... What’s more, when it comes to customer satisfaction Billy is consistently being scored very highly by our customers.” How are we making Billy so effective? Read more about it in the link… https://lnkd.in/df9yAWCF

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Introducing ISL's Exciting New Offers on O2 and Vodafone Unlimited SIMs: Tailored Mobile Solutions for Every Business Need At Integrating Solutions Limited (ISL), we understand the dynamic needs of modern businesses and the essential role mobile technology plays in driving efficiency and connectivity. That's why we are thrilled to announce our latest offers featuring exclusive deals on O2 and Vodafone Unlimited SIMs. These offers are designed to meet the diverse requirements of businesses while providing incredible value and flexibility. What We Offer: O2 Unlimited SIM: Price: Just £18 per month (RRP £23) Benefits: Unlimited data, texts, and calls with a 36-month contract Special Offers: £50 commission, plus options to cover early cancellation fees up to £144, offer a discounted rate of £14 per month if no cancellation fee is needed, or take an additional £144 commission. Vodafone Unlimited SIM: Price: Only £21.50 per month (RRP £26.50) Benefits: Unlimited data, texts, and calls with a 36-month contract Special Offers: £50 commission, plus opportunities to cover up to £144 in early cancellation fees, provide a discounted rate of £17.50 per month, or claim an additional £144 commission. Both plans come with a fair usage policy of 25GB when traveling abroad, ensuring you stay connected no matter where your business takes you. Why Choose ISL for Your Mobile Needs? Customized Mobile Solutions: We recognize that no two businesses are the same. ISL offers bespoke mobile solutions that are tailored to the unique needs of your business, whether you're managing remote teams or operating across multiple locations. Streamlined Billing: Combine your O2 and Vodafone services into a single bill for simplicity and ease of management. Our competitive pricing across all networks ensures you get the best deals possible. Advanced Mobile Management: With access to our mobile-specific portal, you can effortlessly manage orders, address compliance issues, and customize plans to fit your roaming needs without the worry of excessive charges. Cost-Effective Strategies: Our innovative approach separates device costs from airtime charges, allowing more flexibility and transparency in your mobile expenditures. This model helps you avoid unexpected costs and provides clear visibility of your commissions. Reliable Partnership: Partnering with ISL means minimal risk and no responsibility for hardware management when customers contract directly with ISL for equipment. Empower Your Business with ISL's Mobile Solutions Embrace the potential of mobile technology with ISL's tailored solutions. Our goal is to make your business more agile, connected, and efficient, backed by the reliability and expertise of ISL. https://lnkd.in/dqkBPiP6 #ISL #MobileSolutions #BusinessEfficiency #DigitalConnectivity #TelecomSolutions #UnlimitedSIM #BusinessGrowth

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JD B. Sky Nice new ad from Sky Ireland with Roy Keane on their latest product offering. However, JD B., would suggest that you need to improve your aim substantially. If this was a football match and you aim was this far off, Roy would be highly entertaining in his post-match analysis, I’d say. Why? I have been a customer of Sky's for over 20 years - one of their “Diamond VIP Customers” – apparently. So I said, why not check out this offering – seems very good value. I signed up for Sky Mobile on the 26SEP. Some initial teething problems porting my number apparently but supposedly resolved on the 01OCT as my old service provider went off-line. Time to slip in the new SIM card from Sky, but the SIM card doesn’t work. Ah well that can happen to the best of them. Don’t get me wrong, I’m far from happy but also realise stuff goes wrong. So I phone the contact centre an am told that they will issue a new SIM straight away. I then get an email the next day from Sky saying that it’s coming by Express post – ooohhh, there’s service! SIM card eventually arrives 04OCT24 - not sent by Express post. But in any case, I had it, so time to activate and get my phone back in action. As a fan of digital self-service, I used the code QR code in the SM pack to go onto @Sky Ireland’s website to activate the SIM card myself. "Whoops, there's been an error". The webpage is having technical difficulties – and has been for the last day and more. Right, let’s go old school – so I rang the contact centre. Sky Ireland has a lovely, nice voice prompt IVR, where you are invited to speak the service you are phoning about. And in fairness it had no problem in parsing my thick Cork accent and gave me back “you are phoning about Sky Mobile, is that correct?” And then, “You are phoning about SIM activation, is that correct?". That’s when the “fun” starts. The first agent I’m put through to by the system tells me "I don't have access to the mobile phone accounts so I have to transfer you" . Right, on we go. Then the second agent tells me that SIM Activation is a technical issue so “I need to transfer you to the technical team”. Okaaaaay Third agent – “you're through to the technical team but you need a different part of the technical team” Right – I should have known that, silly me! Fourth agent – you’re through to the technical team but I can't resolve the issue (after sticking me on hold for 10 mins). "I'll raise a prioritisation for you, and they will call you back" At this point I’m asking “who” and “when”. Same day, I'm promised. He shoots, he misses, by a country mile (aim seems to be off) - 28 hours later still no call I’m long enough in the tooth to know things can and will go wrong, and don’t get upset by that. What upsets and annoys is the complete inability to resolve the issue! Oh and still no mobile phone! https://lnkd.in/eMcG95pt

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Technology vs Sustainability Need Cyber Essentials compliant phones, but don’t want to contribute to eWaste? ♻️ Wanna save time managing your SIMs, but want cheaper phone bills? 💰 Need reliable signal, but want to reduce your carbon footprint? 📲 Want your tech certifications to match your ESG credentials? 🌱 Stop compromising. Get in touch with Honest Mobile today to help your team take back control of mobile.

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Communicating in a crisis The recent unrest across the country, now thankfully abated, has caused a lot of groups to question whether their current communications set-up is truly fit for purpose. We all rely on our smartphones for so much now, and increasingly, groups and organisations that may traditionally have been users of two-way radios or walkie-talkies, have taken to using messaging app’s instead, but is that the right approach? If you are deploying staff in a front-line security role, in a fast moving, dynamic environment, where events are often changing by the second, they must have the ability to keep others updated, call for help and respond to calls for help in real-time. Relying on a messaging app for this is not the right strategy. Real time reaction requires an instant, one to many voice capability, and the only thing that can reliably provide that is still two-way radio. If you are a frontline security professional or you are responsible for deploying and managing staff in situations that could escalate from calm to harm in a short period of time, ask yourself these questions: 🔸 Can I contact my team instantly with the push of a button? 🔹 Can they respond to me in the same way? 🔸 Can they call for help at the press of a button, even if they are unable to talk (emergency alert)? 🔹 Can they call other radio users from other groups who are working in the same local area if they need to call for assistance maybe? 🔸 Are they trained in the correct use of radios and radio procedure? If you can’t answer yes to all of these questions, then maybe it’s time for a review. Post incident enquiries often cite poor communications as a contributing factor in failing to detect, deter or reliably report suspicious activity, but it doesn’t have to be that way. At G6 Global we’re passionate about ensuring that people who work on the frontline of security have the communication tools to do their job effectively and safely, and more importantly, know how to use them. Message me here or give me a call on 07768 501775 to ensure that you can always communicate effectively in any siaution.

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Funding is tricky in the Alt-Net world, but that’s not dampening Matthew Hare’s ambition to build Zzoomm into a 1 million+ premises passed Alt-Net, despite the company halting all new build and laying off staff. Acquisition/merger is the key, Matthew tells me, and although he doesn’t share specific details, it’s clear he sees Zzoomm doing well from the Big Alt-Net Consolidation. Check out my interview with Matthew on my YouTube channel: https://lnkd.in/eKVpe2xm   Last time Matthew visited me at our HQ in Rochdale, he was CEO of Gigaclear, so he certainly knows his beans when it comes to building full fibre networks.   We cover lots of interesting ground, including:   * Zzoomm has stopped building, but would build more if the debt markets were not completely constipated, due to nexfibre and CityFibre filling up the banks’ loan books. * How big does an Alt-Net need to be to attract scale retailers like Zen Internet? * Where will Zzoomm fit in the big consolidation? * What will Zzoomm do long-term with its retail business? * Will BT Group’s finance people decide to buy wholesale from rural Alt-Nets rather than funding Openreach build? * Just how much personal money did Matthew put into Zzoomm?   Huge thanks Matthew for doing this interview – it was very insightful, very open, energetic, and a real pleasure. #fullfibre #altnet #gigabit #broadband #isp

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A report from Kinetic found that speed (36%) and reliability (35%) are top internet priorities for small businesses – which are responsible for more than 40% of our country’s economic output and two-thirds of new jobs.   Telecom Ramblings shares how our new bundled fiber and voice services specifically tailored to the needs of small and medium-sized business give them an enterprise-grade experience that will scale with them as they grow.   👉Read more here: https://bit.ly/40kRKAs.

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