Openreach

[JohnRH]

I wonder what is the exact relationship between BT and Openreach.

I ask because BT have been told to instruct Openreach to stop physically calling on an elderly lady, whose broadband/phone line has gone down and the repair is excruciatingly protracted, and Openreach keep contacting her and telling it it will be fixed by midnight (the lastest call) and it never is. I asked BT to stop this as the fault is external and involves apparently many users. 

This continual wrong information upsets her and its always incorrect. I have said only contact me when the repair is 100% complete and I will tell her.

Today I get a call from some senior person at BT (I have the name) who tells me they cannot stop Openreach calling on her. This person said they (BT) cannot instruct Openreach.

Does this logically mean there is no service and/or standards contract of any kind between BT and Openreach? If so can Openreach do whatever they want, whenever they want and BT can do nothing?

Answers on a postcard please.....

John H

[gg30340]

I could not use a post card because you never left your address but I found this that explains that BT wholesale have no control over Openrreach any more than all the other 688 Internet and Phone providers that use the Openreach infrastructure.

Our company | Openreach

[JohnRH]

Ha very good.

I cannot believe that any of the 688 companies have signed up to use Openreach and there isn't a contract with a set of service standards. 

That makes no sense whatsoever and no company would ever agree to pay for a service and not know what they signed up to.

Please.

John H

[gg30340]

There will no doubt be a service agreement but I doubt they will share it with you or anybody else outside their own respective company.

[Ali_A]

Hi @JohnRH 

I see @gg30340  has given you some information about our relationship with Openreach. Openreach provides the same service levels to all providers, including BT.
When a customer has an issue, we raise it with Openreach through the established channels so it can be resolved as quickly as possible.

I'd like to see if I can get someone to help with this situation with your neighbour. I've sent you a Private Message for more information. Can you have a look and get back to me when you can. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages.

Thanks,

Ali 

[iniltous]

With respect you clearly have little idea how Openreach are required to deal with an other companies customers ( presumably BT in this case )
BT are the users provider , even if Openreach provides the underlying technology, if a MSO (major service outage) is affecting many customers Openreach , provided the have the end users contact details ( presumably mobile or email as clearly the landline number is inaccessible  supplied by the service provider )  then it’s one of the few circumstances where OR can advise the end users directly…most users would value this direct communication rather than rely on the service provider…if these messages are not accurate (bearing in mind  they are sent with expectation that the time frames are accurate) simply block the mobile number or the email address they originate from .
As far as can BT supply an email or mobile number so their customer can be informed directly from BT supplier and then remove that method of direct contact , then that is not possible once it’s been provided , as stated , if the messages are unhelpful, block the sender .

[JohnRH]

I'm not asking for anyone to share it with me. Dear oh dear.

All I am saying is that when anyone employs another company to carry out a service then its clear that there will be an agreement between them and instructions will be issued and acted upon.

The caller from BT earlier said that it wasn't possible for BT to instruct Openreach not to call on the customer, in fact it was "We cant give any instructions to Openreach".....it's laughable for anyone in any business to spout this nonsense. 

And please don't tell me that Openreach has to call on the customer because the fault which involves a large area has already been diagnosed and repairs are known and in place. Therefore all I am asking for an which I have already asked another person in BT Welfare dept is to cease calling on this one elderly customer telling her that it will be fixed today, in 24 hours or by midnight and it never is. Stop raising the hope of this lady and dashing them.

Its called a duty of care.....

John H

John H

[JohnRH]

With respect it called a duty of care. 

The customer of BT is fed up with being contacted and given incorrect information by Openreach.

BT can instruct their contractor to cease bothering their customer. 

The customer has no contract with Openreach only with BT.

The customer has asked BT (their welfare dept) to instruct Openreach to leave her alone and in peace.

Its really that simple.

Theres no point in your suggestion to block anything because she has no broadband/telephone service.....

Its saddens me but doesn't surprise me that this simple issue appears so difficult to comprehend.

John H

[WSH]

That’s because it is difficult to comprehend.

How are they calling her if she has no broadband or telephone service?

I’m confused now.  (Mind you, that doesn’t take a lot at the best of times 😂).

[JohnRH]

It's a knock on the door.....and "I've come to tell you that your service will be restored by midnight tonight".

It wasn't......again.

She also has a mobile phone too but the signal is often unreliable and they did telephone her on that despite the instruction not to.

Thank you.

John