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Standard User thebigdolphin1
(regular) Mon 01-Aug-16 22:01:31
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Have Openreach stopped responding to queries?


[link to this post]
 
I sent an email requesting further information on the status of my cabinet via their 'contact us' service (which has always worked in the past) over 2 weeks ago and haven't received a response back.
Do they no longer respond to customer queries or are the people responsible taking a break?
Standard User PaulKirby
(fountain of knowledge) Mon 01-Aug-16 23:28:53
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Re: Have Openreach stopped responding to queries?


[re: thebigdolphin1] [link to this post]
 
I have always got a reply.

Try this form: https://www.formwize.com/run/survey3.cfm?idx=505d040...

And choose option c ("Why is there a delay in providing my fibre broadband?") for section 8.

Try emailing them here: enquire@openreach.co.uk that seems to work.

Paul
Standard User Fastman2
(committed) Tue 02-Aug-16 10:01:05
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Re: Have Openreach stopped responding to queries?


[re: thebigdolphin1] [link to this post]
 
whats your cabinet number


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Standard User thebigdolphin1
(regular) Tue 02-Aug-16 13:26:31
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Re: Have Openreach stopped responding to queries?


[re: Fastman2] [link to this post]
 
Cab 8 on the Ranmoor (SLRN) exchange, but I doubt you'll be able to find any information that I'm not aware of - I've literally been searching and asking around for years now.
Standard User lee111s
(experienced) Tue 02-Aug-16 13:50:00
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Re: Have Openreach stopped responding to queries?


[re: thebigdolphin1] [link to this post]
 
Was due for connection in May, suspect there's blocked ductingor a problem sourcing power for the cabinet which has caused the delay.

Openreach are the only ones who can advise on what the cabinet is waiting for.
Standard User thebigdolphin1
(regular) Tue 02-Aug-16 14:10:49
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Re: Have Openreach stopped responding to queries?


[re: lee111s] [link to this post]
 
It was due to be enabled in 2013, but that obviously didn't go to plan. That's why I was just wondering whether they suspended their enquiry services or not, as I don't want to waste my time writing out 1000-character emails to them every month if they aren't going to read it. Perhaps I'm on some kind of blacklist.

Edited by thebigdolphin1 (Tue 02-Aug-16 14:12:27)

Standard User thebigdolphin1
(member) Fri 05-Aug-16 01:13:59
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Re: Have Openreach stopped responding to queries?


[re: PaulKirby] [link to this post]
 
I received a response after my second request (using the form method), however I believe that the service is completely automated now - I've received a response at 1AM in the morning with the generic information, despite the top of my message stating in caps that the normal response isn't what I'm looking for.

I presume the enquire email address is manually read and responded to? I thought they shut down their customer contact email years ago.
Standard User PaulKirby
(fountain of knowledge) Fri 05-Aug-16 03:41:52
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Re: Have Openreach stopped responding to queries?


[re: thebigdolphin1] [link to this post]
 
In reply to a post by thebigdolphin1:
I received a response after my second request (using the form method), however I believe that the service is completely automated now - I've received a response at 1AM in the morning with the generic information, despite the top of my message stating in caps that the normal response isn't what I'm looking for.

Oh, I still get responses from them, in fact the last one I got from them was on 5th July i.e. a month ago.
You do sometimes get an automated first response and they then get back to you within 10 days.

In reply to a post by thebigdolphin1:
I presume the enquire email address is manually read and responded to? I thought they shut down their customer contact email years ago.

Well the enquire email address is read by everyone there, but they send the emails using their individual email address, I am starting to get a collection LOL.

Paul

Edited by PaulKirby (Fri 05-Aug-16 03:43:12)

Standard User thebigdolphin1
(member) Sun 14-Aug-16 15:51:49
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Re: Have Openreach stopped responding to queries?


[re: PaulKirby] [link to this post]
 
No matter how many requests I send via their availability enquiry form, I always receive an automated template message with the generic information which is absolutely useless to me.

I sent them my enquiry for further information through the email address you specified and i have yet to receive a response from that almost 2 weeks later - I believe it's safe to assume they're ignoring customer requests.
Standard User Fastman2
(committed) Sun 14-Aug-16 20:53:22
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Re: Have Openreach stopped responding to queries?


[re: thebigdolphin1] [link to this post]
 
no they are not !!!!!

what does the openreach where and when say for your cabinet as that you give you a view on what is happeing (assuming something is) -- use your telephone number or postcode
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