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BT Openreach escalation process

markt99 — Wed, 02 Aug 2023 08:55:41 GMT

What are the BT Openreach escalation levels with Broadband installation and what do they mean?

Re: BT Openreach escalation process

-Richie- — Wed, 02 Aug 2023 18:58:16 GMT

There isn't a 'BT Openreach', it's simply Openreach as they are a separate legal entity, just the same as there is no 'BT Plusnet' - Same parent company but still ran independently.

BT retail/consumer are the customer of Openreach, you're the customer of BT retail/consumer, if Openreach miss a commitment or are causing issues/delays, then BT can escalate it, in short it means they've raised a complaint over how they're dealing with a fault or order.

1st stage is dealt with by a team of complaint case handlers are Openreach, there are several stages but usually rare they are needed.

Re: BT Openreach escalation process

DavidM — Thu, 03 Aug 2023 08:34:44 GMT

Hi @markt99 and thanks for posting.

Are there issues with your order / installation? Can you give us more detail on what the problem is?

Cheers

David

Re: BT Openreach escalation process

markt99 — Fri, 04 Aug 2023 01:32:24 GMT

I have been waiting since January for full fibre broadband to be activated at my flat, after many visits from Openreach trying to fix the problem BT say they have escalated the case to the highest level.

Re: BT Openreach escalation process

markt99 — Fri, 04 Aug 2023 01:33:36 GMT

Nit sure exactly what the problem is, supposedly SASA related.

Re: BT Openreach escalation process

markt99 — Sun, 12 Nov 2023 09:09:01 GMT

Complained to BT and was told I shouldn't have been offered FTTP broadband when I was as Openreach didn't have the the proper infrastructure in place.

So BT have compensated me with a big load of credit on my account.

Re: BT Openreach escalation process

markt99 — Wed, 05 Mar 2025 15:17:44 GMT

Anyway full fibre broadband is working at my address now with EE.

Re: BT Openreach escalation process

Leanne_T — Wed, 05 Mar 2025 16:45:15 GMT

Thanks for letting everyone know @markt99

Have a good night.

Leanne.