Regulators Ofcom has forced BT’s wholesale division to improve the service it provides to operators and pay out compensation for bad service to customers. Affecting BT’s Openreach service, the new rules will require BT to:
· Pay compensation proactively without Openreach customers needing to make a claim should a fault be fixed or a line provided later.
· Pay every time service or quality falls below the contractual threshold instead of paying out against performance stated as an “average over time”.
· Continue to pay compensation each time problems persist up to a capped limit.
· For local loop unbundling, pay additional compensation for failing to activate “live” lines at double the current amount.
Ofcom revealed that telecom companies had expressed concerns that Openreach was not sufficiently focused on meeting the needs of all its wholesale customers. The new rules will be enforced on 20th June 2008.
Source: Computer Weekly
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I have had an open issue with BT since October, it began with diabolical lack of customer service, inadvertant disconnection, failing to reconnect services when promised, not responding to my letters and even though all monies owed to BT had been paid, we were then billed again to settle the account, we sent copies of payment to BT who then sent our bill to a debt recovery agency. Many manty hours wasted, contacts, time and money lost, lack of service and more….
Where do we go from here, this has to be the service provider from hell, they have their own dedicated complaint link with Ofcom.
THERE ARE SO MANY PROVIDERS, AVOID SHAMBOLIC CUSTOMER SERVICE, AVIOD BT. OH have they been in contact or offered compensation, no, so spread the word and be warned!!!!!