Any way to contact/complain to BT OpenReach?

Yaayuh!

Yaayuh!

Yaayuh!

Soldato
Joined
5 Nov 2010
Posts
24,608
Location
Hertfordshire
Hi all.
Basically the entirety of our town's high street OpenReach Fibre keeps going down. Sometimes only for 2-5 minutes but has been down all weekend and a couple of entire weekdays over the past fortnight.

DSL light on the modems are on, line test work fine. However, no service runs over the line. This is affecting businesses (one of which i'm IT Sys Admin of) and home users but ISPs log to BT and the fault disappears and it comes back again. Lead time appears to be something like 24 hours before Open Reach respond to the ISPs.

So i want to find out how to contact OpenReach directly to complain before we get the ball rolling to take legal action.

Any ideas welcome.
 
If this is affecting a business then I'm assuming that business will have a "business level Infinity contract" in place. In which case they should use the 24/7 support that is open to them.
 
stoofa said:
If this is affecting a business then I'm assuming that business will have a "business level Infinity contract" in place. In which case they should use the 24/7 support that is open to them.
Click to expand...

tom_e said:
and if they don't they now understand why they should be paying the extra for it.
Click to expand...

We have support through our ISP, we have no direct connection to BT. So i have relay everything through them. Our lines are based on business level Open Reach infrastructure.

However, 24/7 "support" is as much as "The line tests fine. It'll need an engineer".
Engineer arrives next day, problem doesn't exist anymore. Problem "solved".
We get slapped with a bill.
 
If your ISP can't show the link dropping out and the times it's doing it and show all their customers on the same link doing the same thing then you need to change ISP. There's no chance you should be getting a bill passed down when the ISP is the one escalating the ticket.
 
As usual

there is only one to get this issue resolved - bypass all the "engineers" and send a polite factual email to the MD (requesting a refund as well)

This will get passed to the HLC (High level complaints team) and it will be resolved shortly
 
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