Kitz Forum
Broadband Related => FTTC and FTTP Issues => Topic started by: vultura on March 02, 2019, 06:46:08 PM
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https://www.openreach.co.uk/orpg/home/loadRaiseComplaint.do
An interesting option to be selected for "What is the issue?" namely "My broadband isn't working at the speed I was expecting".
According to an email I received back, Openreach complaints don't deal with speed issues.....
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Correct. Not from end users. It's your ISP's job to raise a case with Openreach.
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https://www.openreach.co.uk/orpg/home/loadRaiseComplaint.do
An interesting option to be selected for "What is the issue?" namely "My broadband isn't working at the speed I was expecting".
According to an email I received back, Openreach complaints don't deal with speed issues.....
As pointed out, OR do not deal with end users directly.
But even apart from that, if approached by your ISP, I’m not sure that complaint would be reasonable. It might after all be your expectation that was wrong, rather than any line fault?
If the complaint were “My line fails to achieve the speed of which it is capable”, that would be a more valid complaint, imo. But it’d still have to be fielded by the ISP and, imo, it’d be reasonable for OR to expect the ISP to provide a sound technical argument as to why the line should be capable of higher speeds.
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Correct. Not from end users. It's your ISP's job to raise a case with Openreach.
As pointed out, OR do not deal with end users directly.
But even apart from that, if approached by your ISP, I’m not sure that complaint would be reasonable. It might after all be your expectation that was wrong, rather than any line fault?
If the complaint were “My line fails to achieve the speed of which it is capable”, that would be a more valid complaint, imo. But it’d still have to be fielded by the ISP and, imo, it’d be reasonable for OR to expect the ISP to provide a sound technical argument as to why the line should be capable of higher speeds.
I know that OR do not deal with end-users, which makes it all the more curious to me as to why that option exists on a form that can be found and accessed by anyone.
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My guess is... Valid complaints might be raised by anyone who thinks they have cause, not just CPs. A property owner, for example, might complain that OR had exceeded terms of a wayleave, or had caused damage whilst installing appuratus and had failed to rectify the damage.
But when it seems clear that a complaint has been raised through a misunderstanding of responsibilities, eg (fictional case) it was the water company that did the damage, or (as here) it is the CP’s responsibility to deal with broadband expectations, a response such as you received seems reasonable to me.
But repeat, I am just guessing. :)
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My guess is its there to easily filter out complaints about speed, possibly even replied to automatically.
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Many years ago, in rural NE Scotland, I raised a complaint with OR via a web form, regarding a long D side cable, large sections of which were lying on the grass verge. It was frequently suffering physical damage resulting in loss of service to many customers. Shortly after the report, the cable was buried. On another occasion I reported a raised footway cover causing a trip hazard - again efficiently dealt with.
In more recent times, the only option seemed to be a phone call, so I'm glad to see that a web form is again available.