Have Openreach stopped responding to queries?

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?

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: [email protected] that seems to work.

Paul

whats your cabinet number

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.

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.

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)

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.

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)

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.

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

That's the problem - something isn't happening, and hasnt for many years now. That's why I'm trying to contact them, in an attempt to retrieve further information on the current situation and when they expect to finish work on my cabinet.

In reply to a post by thebigdolphin1:

That's the problem - something isn't happening, and hasnt for many years now. That's why I'm trying to contact them, in an attempt to retrieve further information on the current situation and when they expect to finish work on my cabinet.

Well all I can see is that its currently estimated to go live end of September and that they are connecting up the cabinet.

But at the same time I can see that its down as phase 15b but with no date allocated to it, so maybe its down as the second rollout phase.

Ours was part of the first commercial phase 05b (2011 - 2012) and are now live, will be getting the FTTP installed this week (1st engineer visit) and 26th (second engineer visit), so just wait and see.

BT Wholesale still say "FTTC is currently not available on this cabinet due to following reasons:- Sorry it's taking us longer than planned to get your cabinet ready for service. Please bear with us."

Just checked Superfast South Yorkshire using a postcode on cabinet 8 and it said the following:

In reference to www.superfastsouthyorkshire.co.uk/sfsy/where?postcode=S10+3LZ+:

Superfast broadband status

Postcode S10 3LZ
First Phase Under Review

What does this mean?

Under Review

This means that plans for superfast broadband in this area are not yet confirmed. The project target is to secure solutions between now and the end of 2019. Areas under review are still very much part of the SFSY programme, although are under review due to the technical challenges and/or costs at this time. As technology advances costs reduce and it is anticipated that solutions will become available to these areas.

You may wish to consider exploring alternative options to purchase a service such as satellite, wireless or 3G/4G mobile solutions. There are a number of companies who provide such products and these can be found through a simple internet search; examples of such local suppliers can be found below:

Wireless: IDAQ, KAT communications, One2Call.net, ITS Technology Group, Bliss Internet Ltd

Satellite: Satellite Broadband Guide

3G/4G: Mobile Wi-Fi (Mi-Fi) Comparison Guide

Once again this is all that I can see.

Paul