"On retail, BT saw a dramatic fall in the number of broadband customers it added during Q1..."
You can't blame punters for flocking to what looks like a great deal, if you believe the glossy TV ads.
But after a (short) while, word gets out about the first punters' actual experiences with BT and its rotten attitude to customers. That's when sales hit the floor.
"Fool me once, shame on you. Fool me twice, shame on me".