Hoey said whether or not the deal goes through, the appointment of former Telus Mobility head George Cope last summer as BCE's CEO had a noticeable effect.

"It did provide Bell with a real opportunity to clean out management team and focussing on the customer rather than talking about doing it," Hoey said. "Some customers I talk to say they're getting a lot more attention from Bell these days and far better service than they have in the past, so that's good news."