Due to the ageing copper network in the UK, line faults are a common issue, but in many cases it is hard to establish whether the fault is with the line, the customer equipment, internal wiring or an environmental issue. In order to reach a resolution we would like to be able to engage an Openreach engineer to visit the customer's site.
When Openreach attend site to investigate a suspected fault, our customers run the risk of being charged £145 for every visit - and in some cases multiple visits are carried out. We want to provide the best level of service possible, without customer's fearing significant charges.
Since Q3 2016, the average time taken to install a line has increased from 38 days to 48 days.
Circuits taking over 159 to deliver have increased from 0.47% to 7% of orders.
The number of circuits being delivered by that original agreed date has dropped from over 90% to only 81%.
Only 82% of faults are fixed within the agreed time, with an average fix time of almost 2 days.
Please take a few seconds to fill in the boxes below and we’ll be in touch to start the ball rolling: