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BT Openreach Boost End-User Engagement by Embracing Twitter

Thursday, March 2nd, 2017 (1:34 am) - Score 929

A small but important change occurred this week after BT’s network access division for the United Kingdom, Openreach, finally started to make official use of the social media account that they first setup on Twitter during August 2016. No doubt it won’t be too long before they’re flooded with requests and gripes.

The move appears to reflect a desire to engage more directly with consumers, which is a notable change given that historically Openreach has often preferred the arms-length approach of redirecting many consumer queries back towards broadband and phone providers. On the flip side ISPs don’t always like Openreach talking directly to their customers either.

Admittedly we’re not expecting a dramatic improvement in support but at least it offers another way for people to engage with the operator (@OpenreachGB). The account’s first post occurred yesterday.

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8 Responses
  1. Avatar Bob2002

    There have been so many complaints from customers about Openreach that some form of direct contact should have been made available long ago.

    • Avatar Rtho782

      Every time Openreach try, the isps protest loudly, they don’t want OR talking to ‘their’ customers.

      I guess they love having a scapegoat.

    • @Rtho782 Sorry, but that’s nonsense.

      We are involved in various industry meetings. There has been a growing voice from within Service Providers, for years in fact, for Openreach to stop hiding and be more engaging.

      The biggest problem has been engineers on the ground making statements/comments to customers about things they don’t know, which the customer then takes as gospel.

    • Avatar Rtho782

      Martin, I was meaning more big isps e.g. Sky, not smaller isps such as yourself.

      I can’t find a link to it now, but I’m sure Openreach wanted to set up a contact number for end users that either Sky or TalkTalk complained about.

    • Avatar Gadget

      This IS the link you are looking for……:-)http://www.ispreview.co.uk/index.php/2015/12/bt-openreach-charter-retreats-from-direct-customer-contact-pledge.html

  2. Avatar fastman

    interesting observation

  3. Avatar fastman

    you are both right — closer contact with customers was part of joe garners openreach charter — but was not welcomed a number of bigger isp’s — and there are challenges around information shared by engineers on thing outside their remit

  4. Avatar Carter

    What happened to all the tweets?

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