In reply to a post by adslmax:

It was also on this site as someone set it up https://www.ceoemail.com

So, I can't be blamed for any of this. Even Google searches for CEO email address just popping up. If the CEO don't like it, they can always ask them to take it down. But, lots of peoples in this forum, PN forum, ISPreview forum and all other forum peoples always email CEO of Openreach if the broadband isn't resolved in a proper way.

Noe one is blaming you

In reply to a post by PCJM40:

In reply to a post by seb:

It's sad it's needed but I agree it makes sense.

I suspect there are many many cases over the years where normal channels (e.g. ISPs) have been fruitless and a quick email to Clive has delivered the correct outcome. I have a couple and will keep Clive's email address in my arsenal when everything else fails.

We sometimes escalate things to ISPs via contacts (not necessarily CEO) so it is something that is sometimes required.

seb

In reply to a post by seb:

We sometimes escalate things to ISPs via contacts (not necessarily CEO) so it is something that is sometimes required.

seb

I do agree when things are not right, and your isp can't really help contacting OR higher up makes sense. I've done it twice. But i've seen many issues (mostly not on here) where poeple just say "email the ceo", keep on doing that en mass it breaks any company from dealing with other things - regardless of size.

Do we need a route to be able to contact OR when things go wrong - yes
Do we really need to use that email - no
Should OR bring in a slightly more public facing department - yes.

Many of us have an OR contact email, i won't give that out in a public facing forum and i think that is correct. I do think in this thread's case using the webform made more sense and going thru that route

In case anyone wonders, no one from OR has contacted us about the e-mail addresses being there.

…. too busy replying to a myriad emails I expect . 🙄

The OR webform are useless most of the time, sometimes they don't listen to our problem arising and pointless reply from indian centre.

I do honest wish OR should open to public via ISP ticket note where we can see it but sadly most ISP won't do it. Just saying OR closed the case with no reason explained are NOT good enough in my view.

Cerberus have their own OR report to public so we can see it. Only Cerberus do this. But sadly Cerberus are expensive but you get what you are paying for!

When I have my own G.fast with Cerberus they got lots of additional on the control panel, including I can run the Openreach diagnostic test. Including line card information on it SV and CV port numbers.

Edited by adslmax (Tue 03-Feb-26 18:20:21)

In reply to a post by Zarjaz:

In case anyone wonders, no one from OR has contacted us about the e-mail addresses being there.

…. too busy replying to a myriad emails I expect . 🙄

The real problem being that important and resolvable requests will be buried in the noise without a bit of self-restraint on the part of supplicants.

In reply to a post by adslmax:

I do honest wish OR should open to public via ISP ticket note where we can see it but sadly most ISP won't do it. Just saying OR closed the case with no reason explained are NOT good enough in my view.

Your complaint is with your ISP in this instance, as you point out later in your post there's an element of getting what you pay for, and mass-market providers that try and automate as much as possible to keep prices low aren't going to have a highly qualified member of staff spend 2-3 days escalating an availability query to Openreach in the hope of getting £30 a month out of you.

Instances of a row of houses with access to FTTP except one *should* be something that ISPs handle, and if they're buying off a wholesaler you're then reliant on the quality of the staff at the wholesaler, and the appetite to pursue a query. I think most providers run the numbers and determine that it's not worth the resources to try and get premises served that the computer won't let them place an order against, and so they get left out.

In reply to a post by rippedcotton:

In reply to a post by Zarjaz:

In case anyone wonders, no one from OR has contacted us about the e-mail addresses being there.

…. too busy replying to a myriad emails I expect . 🙄

The real problem being that important and resolvable requests will be buried in the noise without a bit of self-restraint on the part of supplicants.

Quite, but in an organisation without good escalastions this can also raise issues that need raising. Sometimes senior people are more empowered to address things

In reply to a post by seb:

In reply to a post by rippedcotton:

In reply to a post by Zarjaz:

... nested quotes trimmed ...

…. too busy replying to a myriad emails I expect . 🙄

The real problem being that important and resolvable requests will be buried in the noise without a bit of self-restraint on the part of supplicants.

Quite, but in an organisation without good escalastions this can also raise issues that need raising. Sometimes senior people are more empowered to address things

The team that some of us have used, is very good and it should be but that begs the question - why isn't most of these being sorted out at a far lower level.

The poles issue, should have been sorted out years ago - why wasn't it.

The escalations team should only be really dealing with things where the standard proceedure hasn't worked.

In reply to a post by Taras:

that begs the question - why isn't most of these being sorted out at a far lower level.

Its always very frustrating when the Openreach defined process is started by a member of the public but someone at Openreach ignores the Openreach process and closes the report without resolution. Funny how if you go rogue and report it to high level complaints it gets done quickly and correctly, just a shame it isn't done like that first time around.

Edited by PCJM40 (Wed 04-Feb-26 10:31:25)