BT Openreach escalation process

[markt99]

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

[-Richie-]

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.

[DavidM]

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

[markt99]

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. 

[markt99]

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

[markt99 · Accepted solution]

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.