How can I complain when BT offers the service but open reach installs it and we are not happy?

[join]

How can I complain when BT offers the service but open reach installs it. BT have raised a complaint as though they are us with open reach (which is bizarre) , they stated the service needed to be moved and open reach were not customer facing so did this for us? and then open reach have declined the complaint. I am paying over £80 a month for a service from BT but BT have zero say and responsibility on the actual installation and service received. I am not sure where to go apart from cancel the whole contract and go through the small claims court. Any advice on where I can go to sort this would be much appreciated. Thankyou 

[iniltous]

The way BT Consumer and Openreach interact is mandated by the regulator Ofcom , they require a barrier between the various parts of BT Group , hence the requirement for you as a consumer to only speak to a CP ( communication provider ) and they speak to Openreach…you are not ‘allowed’ to speak to OR , and they not allowed to converse directly with you .

As far as you specific complaint, it’s not clear what the problem  is and who may be responsible for it’s resolution 

[chrisjp]

It's not clear from your post what exactly the problem is that you wish to complain about.
Is the service you are getting from BT not satisfactory and, if so, in what way?
Or have you had to wait an inordinate amount of time for a service you ordered to be initiated?
The fact that you ordered a service from BT and Openreach installed it is not grounds for a complaint - that is the way BT (and some other Broadband suppliers) are required to operate by the Regulator.

[join]

Thankyou for your reply - we were informed by BT that they were going to attend the address at a set time and run through a discussion about where the best place would be to set up the fibre broadband - a whole service.  (we had around 4 emails about the time they would arrive to set up fibre). No one at the address is an engineer, no one at the address has ever had fibre. The engineer turned up 4 hours early so the occupier dealing with the fibre was not in attendance. They proceeded to say 'where's it going' the occupier asked where the engineer though it best to place the wires for the fibre stating the wires would be easier for the engineer by the TV. At no point was it mentioned the whole broadband box would move. (You may say this is obvious it was not to the occupier they did not understand this and was not told this) The location was no where near the phone or the alarm system are it was not explained that the phone line would no longer be in operation. The engineer did the work shouted to the occupier after 20 min you can put it all back yes? and walked out. The occupier had not even said bye or look at the work. The broadband box is now on the floor next to a TV with furniture in front of it. The alarm system can not be used and the signal is no where near what it should be to devices as its on the floor in a corner of a room. It can not be accessed as furniture is in front of it. A complaint was made to BT within 30-1 hour of the visit they raised a complaint as though they were the occupier to open reach explaining it was appalling service and the box was in a dangerous position as could not be accessed. Open reach have now responded its fine. I suppose my issue is how can BT offer services and advice about getting the best service and offering halo 3 on top when they have no real say about the service that is provided by open reach. I raised this with Bt they agreed. Bt will say its open reach and if open reach say no then is my only option cancelling the whole contract and if required going small claims court for any monies they take after that? thank you in advance of any advice. 

[join]

Sorry also to say I have been contacting open reach directly as BT told us that's what we have to do . The complaint was raised by BT in the occupiers name as though it was the occupier initiating it, That's what we were told needed to happen. 

[Christopher_G]

Hi @join 

Welcome to the community.

Have you had an update on any of your complaints yet?

Chris

[join]

Open reach asked for more pictures after I asked for it to be escalated but nothing yet. Thank you

[Christopher_G]

OK, thanks for the update, @join 

Please keep us posted on what happens.

Chris

[join]

So Open reach have stated all service side stuff like the alarm will not work or where the broadband should go etc should be with Bt they should have explained it all and its not down to them and all they do is fit it and its not dangerous so they are closing it? How is it we pay for a service from one provider, BT and then they have nothing to do with the installation and service of that installation? I do understand the point that they are separate and this is due to the regulator but then we are not paying all this money for a service from BT at all? All I can think to do is cancel the whole thing any advise on what else we can do would be much appreciated. Thanks 

[Katie_B]

Hi @join. 

Thanks so much for keeping us updated. 

I am sorry to hear this was not the outcome you wanted. 

If you wish to discuss the outcome of your complaint further I would recommend getting back in touch with customer care. 

We have no account access here on the community so we are unable to see any account information.

Katie