Proactive education seems to be the key MISSING ingredient.
I find it amazing that Telstra does not have ANY help on their web site for TV3 going widescreen or how to configure your decoder to display it correctly. TV3 does. Sky does.
And then they wonder why they are flooded with complaints and calls. Why did they not at least send out emails to all customers that they had the email address for or better yet send out something with the last bill...