Don't be too embarrassed. After all thats the kind of wrinkle that trials are meant to identify and eliminate. It not just the technical implementation that needs proving. Its the customer facing, ordering, wholesaler liaison, transition arrangements, etc that often needs the most work.

Indeed had that sort of detail been trialled on the recent package changes many of the anomalies and confusions would have been eliminated before the full roll out! After all I still get emails for BBYW saying that excess bandwidth will be charged at the new package rates. And its over a month without that fixed... Ofcourse you'd probably still have a contract length that scares away a lot of customers and deals that still punish existing customers to some extent. Those features appear to be a higher [sic] management decision so they won't change until the next round of high level bloodletting.