There seems to be an assumption here that Openreach decided themselves , that speaking to consumers was something they didn’t want to do , and it was them that insisted that consumers in all instances contact their communication provider who will , if necessary, contact OR ….that couldn’t be further from the truth, companies like Sky and Talk Talk lobbied the regulator Ofcom to have Openreach separated from BT and that OR not be allowed to speak directly with ‘their’ ( that is Sky and TT ) customers, paranoid that if OR did speak to Sky or TT customers, that OR would effectively be a cheerleader for BT , and denigrating the CP the consumer was using , absolutely nonsense of course , but it was the rationale Sky and TT ( and everyone else ) used , Ofcom agreed with Sky and TT .
Ofcom set up the way the industry is , if you don’t like the fact that OR don’t ( generally ) speak to consumers, then apportion blame accordingly, after a few years and much consumer feedback about the limitations of this approach, OR floated the idea with Ofcom , that in certain limited circumstances that OR could speak directly with CP ( communication providers ) customers, Ofcom asked the ‘industry’ what they thought , BT said , Yes no problem , everyone else said absolutely not .
