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Replacement pole ~ who do we ask

Shelf3lf — Wed, 17 Apr 2024 20:37:01 GMT

Hi,

Is there anyway to report a pole that needs replacing? Our fibre will not work until it is replaced which is a work disaster.

Re: Replacement pole ~ who do we ask

Keith_Beddoe — Wed, 17 Apr 2024 20:43:49 GMT

@Shelf3lf

Welcome to this user forum for BT Retail phone and broadband customers.

You would need to contact Openreach.

https://www.openreach.com/help-and-support

This would have nothing to do with BT Retail.

Re: Replacement pole ~ who do we ask

Shelf3lf — Wed, 17 Apr 2024 20:45:21 GMT

Thank you. We tried open reach and they directed us to BT. Will try again though.

Re: Replacement pole ~ who do we ask

Keith_Beddoe — Wed, 17 Apr 2024 20:48:09 GMT

Openreach are responsible for the external network.

Re: Replacement pole ~ who do we ask

mikemod — Thu, 18 Apr 2024 07:55:59 GMT

If you open up the Chat Bot on the Openreach site you can report damage there, I got a pole replaced last year that had fallen over.

You can also call the damage team by calling 0800 023 2023 (choose option 1 and then choose option 1 again).

If you have the ///what3words name for the location that helps them find it easier.

Re: Replacement pole ~ who do we ask

36ULW — Thu, 18 Apr 2024 18:13:58 GMT

You don’t need to ask anyone.

If you’ve placed an Order for FTTP and the Telephone Pole needs Replacing the Engineer who attended the Installation Appointment should’ve submitted the necessary A55 for it to be Replaced.

Its not up to you to request for it to be replaced.