{"id":31708,"date":"2022-07-20T08:53:01","date_gmt":"2022-07-20T07:53:01","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=31708"},"modified":"2022-07-20T08:53:01","modified_gmt":"2022-07-20T07:53:01","slug":"openreach-to-cut-missed-uk-engineer-visits-with-direct-contact-system","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/07\/openreach-to-cut-missed-uk-engineer-visits-with-direct-contact-system.html","title":{"rendered":"Openreach to Cut Missed UK Engineer Visits with Direct Contact System"},"content":{"rendered":"

Good news. Openreach<\/a> has announced that their direct end customer contact programme is leaving the trial phase and will shortly start to be adopted by broadband ISPs as part of normal business, which will improve the level of contact made between the network operator and consumers for certain installation and repair work.<\/p>\n

The Direct End Customer Contact system has long aimed to reduce common problems, such as missed engineer appointments, by sending an SMS (text) and \/ or landline voice message with a reminder of the upcoming appointment. Additional advice on what to expect on the day may also be included.<\/p>\n

The system will now become an integral part of Openreach<\/a>’s product processes, and all UK ISPs will be opted-in by default. “We will be moving to using direct end customer contact as part of our business as usual processes effective from 18th October 2022<\/strong><\/em>,” said Openreach<\/a> in its latest briefing<\/a>.<\/p>\n

A lot of broadband providers are already making use of this, so the transition should be fairly smooth. Openreach added that they will continue to “deliver a roadmap of improved functionality and additional use cases, both directly through this programme and as an enabler for other product or process developments<\/em>.”<\/p>\n","protected":false},"excerpt":{"rendered":"

Good news. Openreach has announced that their direct end customer contact programme is leaving the trial phase and will shortly start to be adopted by broadband ISPs as part of normal business, which will improve the level of contact made between the network operator and consumers for certain installation and repair work.<\/p>\n","protected":false},"author":1,"featured_media":31709,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[69],"class_list":["post-31708","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt-openreach"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nOpenreach to Cut Missed UK Engineer Visits with Direct Contact System - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Good news. 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