Forum Topic

Escalating a broadband fault with BT Openreach

Hi all - wonder if anyone has any practical advice on how to escalate a broadband fault with BT Openreach, which has now been open for 10 days.To date I have had 3 engineer visits and am shortly about to have a 4th - they all seem to be in violent agreement as to what needs to be done (get a hoist so that the connection at the top of a pole in the road can be inspected), but they seem to be collectively incapable of making it happen.My provider (TalkTalk) say there is nothing they can do; I can sympathise with them as it is not actually their problem to fix.TIASimon

Simon Tranter ● 2315d4 Comments

Some years ago BT Outrage caused me big problems with their uselessness leaving my 90 year old mother without any connection for either her phone or the emergency call button for weeks on end.With the help of this Forum I was given the direct email of the CEO of BT and this did the trick.  Needless to say the problem was theirs at a pole further down the road?However I recollect that in the intervening years the structure of BT has changed so you will have to research again.

Elizabeth Ross ● 2315d

Some years ago BT Outrage caused me big problems with their uselessness leaving my 90 year old mother without any connection for either her phone or the emergency call button for weeks on end.With the help of this Forum I was given the direct email of the CEO of BT and this did the trick.  Needless to say the problem was theirs at a pole further down the road?However I recollect that in the intervening years the structure of BT has changed so you will have to research again.

Elizabeth Ross ● 2315d

Don't contact BT as they will simply 'bounce' you to Openreach.Contact Openreach's CEO directlyclive.selley@openreach.co.uk

N V Brooks ● 2315d

And, when emailing CEOs, do so at night when their PAs are more likely to have switched off for the day.

Gordon McDonald ● 2315d