Agreed but the BT Residentiall part of the BT Business group, of which this forum and it's moderators are part of, can not do anything about Openreach's part of the business group.
If you think of it as though you were a Talk Talk customer and had a line problem. You would be complaining to Talk Talk and if they told you it was up to Openreach to effect a repair and they could not do anything about the fault until Openreach dealt with it. While not being very happy about it you would probably accept that it was nothing to do with Talk Talk and blame Openreach.
This is exactly the same for BT Retail, they are just an ISP the same as Talk Talk and do not get preferential treatment from Openreach yet everybody blames BT Retail because they think BT and Openreach are the same.
What I would say is that ISP's regardless of which one they are, even mentioning/blaming Openreach is wrong. My contract is with ISP not Openreach. It my ISP that I pay my bills to to provide me with an Internet connection. I don't care how or who they use to enable this to happen. It is irrelevant to me. It is up to my ISP to repair/fix any problems they have in delivering the service I pay for. If that means they have to deal with Openreach that's fine and their problem just don't pass the buck or blame. Sort the problem for your customer.
I have to agree and dont mean to offend any one but saying they are different companies is not true and its a tad anoying and I dont see the point of pointing it out to people anyway?
The fact is Bt just had to break into small companies to try and create a more equal market place for other providers but are all part of the same group including plusnet.
An interesting series of posts!! However, let me set a scenario. When I have a problem with my internet connection, which is Infinity and therefore provided by Openreach, I whinge on this forum and the mods pick up that problem and resolve it.
How do they manage that? Remember this forum is run by/provided by BT Retail who also employ the mods - BUT - BT Retail is a different company to Openreach and nothing to do with each other (apparently) so how do the mods accomplish this reolution of my problem which really I should be directing at Openreach? I cannot do this as there is no equivalent Openreach forum. So whatever has been noted about the separation of the two companies it would seem that there is some linkage between them - or am I being too simplistic?
the mods access to openreach is no different to the access by TT or SKY helpdesks. if it was then both these ISPs would be first to knock on OFCOM door claiming BT Retail was getting favourable treatment.. Next thing would be new headlines about BT being fined by OFCOM
Perhaps I did not make my point sufficiently clear. The thrusts of previous replies in this thread seems to be that as BT retail and Openreach are separate companies then there is not much that the mods (employed by BT Retail) can do if a reported fault/problem lies within the ambit of Openreach. Experience, however, would seem to contradict this in that the mods actually do seem able to resolve these problems. Ergo, they would appear to have a method of easily contacting Openreach to explain a problem and asking for a resolution.
I agree but no more so than the helpdesks of TT or SKY or any other ISP who are clients of openreach
If you are suggesting the mods get preferential treatment from openreach because the work for BT Retail then that is a serious breach of OFCOM rules