Openreach have never had ‘customer service’ as it’s never been a customer facing organisation, Ofcom dictates the way Openreach operates, and they wanted Openreach to only deal with CP ( communication providers ) and those CP’s deal with their customers, that the way Ofcom want it , OR don’t have any choice but to set up their business the way Ofcom want .
Quite a few years ago , Openreach suggested to Ofcom, that it would be advantageous in certain circumstances for Openreach to deal directly with consumers, BT apart , the majority of other ‘stakeholders’ like Sky , Talk Talk, Vodafone etc. said absolutely not …..if you think the way the industry is set up is wrong , you should at least know who set it up that way .
Although Openreach have the largest network and are normally available ‘everywhere’ , there are exceptions, if a developer, or building / site owner doesn’t want Openreach to be present and lock them out ,or due to incompetence don’t contact OR during construction , that’s their choice , nothing much OR can do about that , you imply that your ‘area’ is a redevelopment, what exactly do you mean ?.
There can be occasions ( for example ) where a local authority demolishes existing housing stock , clearing the entire area of everything that was there ( telegraph poles , ducting , joint boxes ) , rebuild the housing , but don’t involve OR , the original addresses obviously show the infrastructure that was ripped out by the developers, so orders are accepted in error , against the original address / infrastructure details, but obviously service cannot be provided, OR then ( if allowed ) have to retrospectively do something about it.
I don’t know if your situation is anything like this , but it’s almost certain that there will be something out of the ordinary about your address, perhaps you can provide some details.
