Dear Mr/Ms X,

I am sorry to hear that you have been unhappy with information you have
received about our services. Cable and Wireless Communications strives to
achieve a satisfied customer base and, as a customer-facing organisation, we
are always concerned when any subscriber becomes anxious.

As to the matters you raise, I can only apologise - in the absence of such an
apology from The Times - for the misleading article to which you refer. I fear
that their journalist misinterpreted some of the statements made by my Press
Office, and subsequent attempts on our part to put the record straight were
ignored by him. I will therefore do so here.

As you realise, no organisation can afford to stand still: if nothing changed,
we would still be watching black-and-white television and be ravaged with
smallpox. Stagnation and complacency is not an option: progress brings about
changes of circumstances, and it is unrealistic for anyone to assume that
anything is permanent, as I'm sure you'll agree. Videotron felt that their
free local calls offer was right for the time, but times change and nothing is
permanent. After careful analysis of call patterns we have progressed from the
simple 'take it or leave it' tariff offered by Videotron (just one of the
companies that have become part of Cable and Wireless Communications) and
settled upon our unique and highly tailored set of tariffs - LocalCall,
UK-Call and SmartCall - which address a much wider range of call patterns.

For example, as you say in your letter, you make frequent international phone
calls. As such, I can guarantee that you will save money on them by opting for
our SmartCall tariff.

As you are probably beginning to realise, although you might lose a minor
advantage you now enjoy with the limited free local calls peculiar to the
Videotron tariff, you will gain substantially in other areas when you and
other ex-Videotron subscribers are normalised on Cable and Wireless
Communications tariffs. Even if you make mainly local calls I must emphasis
that, until now, the Videotron free local calls package has been limited to
other ex-Videotron subscribers. If you decide to opt for our popular LocalCall
package when your account is normalised you can receive at least one hundred
minutes of free call time every month, to any local number at all,
irrespective of whether the recepient of that call is a Cable and Wireless
Communications subscriber or not.

As you can see, we have been careful to ensure that we have an exciting and
competitive choice of packages ready to be put in place of your current
package: when your account is normalised we are certain you will be more than
satisfied.

Once again, I apologise for the confusion, and am hopeful that our range of
services onto which you will be normalised will continue to suit your needs
for the long term.

Yours sincerely,

Graham M Wallace