Having complained several times to BT Openreach on behalf of individual constituents, Bob Walter MP has welcomed Ofcom’s response proposing that Openreach should now seek to repair around 80% of phone and broadband faults within two working days. It has also stated that 80% of customers waiting for a new line should receive an appointment within 12 working days.
In its proposed new measures Ofcom stipulates that BT Openreach will report publically on its performance in meeting these targets, its success will be monitored by Ofcom who will take further action if necessary. Additionally, Openreach will have to provide a clear timeframe to customers for completion of any additional jobs beyond these targets.
Other draft decisions include measures to facilitate customer switching. These include cutting the fee charged to another provider when a consumer wishes to switch and reducing the minimum wholesale contract length between BT and the new provider from a year to one month. This should enable telecoms providers to offer shorter retail contracts to consumers.
Subject to the review of the European Commission, the new measures are expected to apply from this summer.
Bob Walter MP said, “Having raised my concerns with BT Openreach several times regarding the poor customer service it was providing to my constituents, I am delighted that Ofcom have taken steps to ensure consumers get an improved service.
“I know that in my constituency phone and internet services provide a vital link for elderly or vulnerable people, with this in mind I recently contacted BT Openreach to highlight my concerns at their slow response to constituents’ problems. I am therefore very pleased that Openreach will now have to repair faults in a shorter time period.”