{"id":4462,"date":"2013-10-30T20:24:53","date_gmt":"2013-10-30T20:24:53","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=4462"},"modified":"2013-10-31T09:06:45","modified_gmt":"2013-10-31T09:06:45","slug":"bbc-watchdog-hammers-bt-openreach-slow-uk-telecoms-engineers","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2013\/10\/bbc-watchdog-hammers-bt-openreach-slow-uk-telecoms-engineers.html","title":{"rendered":"BBC Watchdog Hammers BT Openreach for Poor Communication and Delays"},"content":{"rendered":"<p>Tonight\u2019s episode of the <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/bbc\" target=\"_blank\">BBC<\/a>&#8217;s popular consumer affairs TV show, <a href=\"http:\/\/www.bbc.co.uk\/programmes\/b006mg74\" target=\"_blank\"><strong>Watchdog<\/strong><\/a>, took BTOpenreach&#8217;s &#8220;<em>promises to keep the nation connected<\/em>&#8221; to task and heavily criticised the group for failing to fix broadband\u00a0and phone problems and for not being directly contactable.<\/p>\n<p><!--more--><\/p>\n<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a>, which is effectively responsible for maintaining <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a>\u2019s national UK phone and broadband network, generally doesn&#8217;t communicate directly with end-users (except in some circumstances) and as a result most people that suffer from a fault are forced to go through their ISP instead (i.e. the company you have a contract for service with) but this isn&#8217;t always effective.<\/p>\n<p>The poor level of direct communication and long service delays\u00a0were both covered in the programme, which also reminded viewers that <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> are currently reviewing <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a>&#8217;s quality of service (<a href=\"http:\/\/www.ispreview.co.uk\/index.php\/2013\/07\/ofcom-to-slash-the-price-of-uk-fttc-superfast-broadband-isp-migrations.html\" target=\"_blank\">here<\/a>). The regulator proposes to tackle the issues by requiring <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a> to publish better performance reports and meet \u201c<em>specific performance standards<\/em>\u201d for new line installations and fault repairs (sanctions might be applied if they fail to deliver).<\/p>\n<blockquote class=\"bq1\"><p><strong>A Spokesperson for Openreach told ISPreview.co.uk (July 2013):<\/strong><\/p>\n<p>&#8220;<em>Openreach is committed to delivering high levels of customer service. Openreach is already highly transparent in its service level reporting to industry and agrees this detail should be shared with consumers and businesses<\/em>.&#8221;<\/p><\/blockquote>\n<p>The review is actually part of a collection of reviews into the country&#8217;s fixed telecoms markets and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> expects to post the conclusions from all of these by <strong>spring 2014<\/strong> (note: it was <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> that mandated <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a>&#8217;s original undertakings to create Openreach).<\/p>\n<p>At the same time it\u2019s worth remembering that maintaining the country\u2019s national telecoms network is a complex job and extreme weather (e.g. flooding, snow etc.) can often cause significant disruption. Similarly any operator that covers the whole country is bound to attract quite a few gripes and indeed Openreach said that it carries out 166,000 &#8220;<em>transactions<\/em>&#8221; a week.<\/p>\n<p><strong>UPDATE 31st October 2013<\/strong><\/p>\n<p>You can now watch the episode on iPlayer &#8211; <a href=\"http:\/\/www.bbc.co.uk\/iplayer\/episode\/b03glrr1\/Watchdog_Series_32_Episode_7\/\" target=\"_blank\">HERE<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tonight\u2019s episode of the BBC&#8217;s popular consumer affairs TV show, Watchdog, took BTOpenreach&#8217;s &#8220;promises to keep the nation connected&#8221; to task and heavily criticised the group for failing to fix broadband\u00a0and phone problems and for not being directly contactable.<\/p>\n","protected":false},"author":1,"featured_media":4463,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,69],"class_list":["post-4462","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-bt-openreach"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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