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Newbie
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Message 1 of 6

Broadband order / query / contacting OpenReach

A week ago I ordered BT Broadband at a new address, and I've received various emails from Openreach, saying that I will be contacted in 3 days. Every 3 days it's a repeat email message.

 

There is no way that I can figure of contacting BT to take this matter further, and to see if I can help with any queries.

 

There is a Customer Help Line with voice recognition. Answering the robot's questions correctly just puts me into an endless circle asking the same questions about 'what I am 'phoning for'. To get anywhere I need the proposed 'phone number. Getting this number is one of my queries.

 

Somehow the robot knows who I am as at the of the call I'm asked to fill in satisfaction surveys, both verbal and online.

 

Catch 22

 

Has anyone succeeded in making contact with Openreach by email?

 

I'd appreciate advice.

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5 REPLIES 5
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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Broadband order / query / contacting OpenReach

try this https://www.formwize.com/run/survey3.cfm?id=7214&embed



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Newbie
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Message 3 of 6

Re: Broadband order / query / contacting OpenReach

Thank you for your reply, but unfortunately I can't see that link is relevant to my query.

 

 

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Distinguished Sage
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Message 4 of 6

Re: Broadband order / query / contacting OpenReach

that is the only way to contact Openreach
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Newbie
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Message 5 of 6

Re: Broadband order / query / contacting OpenReach

Many thanks.

 

If true, I find that truely bizarre that someone can sell a product, and their customer, to make contact regarding progress of their order, has to fill in an anonymous online survey about the availability of broadband in their area. There's no clue to who will receive the information on the form, so there's also a data protection issue.

 

There's no question about availability, it exists in a neighbouring property.

 

I just need to know what progress is being made.

 

Apologies, I don't want to shoot the messenger, but it's baffling.

 

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 6

Re: Broadband order / query / contacting OpenReach

the point is you are not an openreach customer but a BT retail customer who in turn are an openreach customer



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