Well, it will be an interesting culture change for Openreach. Clive Selley's degree is in electronic engineering, Katie Milligan's degree is in business.

And yes, I have had a personal e-mail from Mr Selley promising to sort out a long standing Openreach fault that was not being addressed. And yes, it was sorted within two days.

Let's see what the future brings, though I think that Mr Selley is certainly someone who earned his CBE.

In reply to a post by seb:

In reply to a post by BLaZiNgSPEED:

The thing is that from the other thread where I also posted his email address it was in December 2022. I find it strange that it had been removed and edited out after over 3 years!
Surely if Clive himself wasn't happy he could then let the Administrator of this website know and inform them that he didn't want his email published here on these forums.

We've always had the rule about not posting personal information including direct e-mail addresses. Just because we didn't see the post before doesn't mean the rule has changed. I appreciate perceptions may have. We've not issues any warnings or anything to anyone who posted them--it was a non-judgmental removal.

Any CEO of a large corporate isn't going to be able to deal with the influx of random e-mails. I suspect many will have filters which PAs use to remove these from their mailbox but having it out there for people to abuse (which may not be the case for posters here but could be the case for people who never post and just want to moan about something and who find it) is not ideal. If they want to put their e-mail out there they can publish it on their website, a bit like we publish ours - even we get a lot of confused e-mails from people angry with us about not fixing their broadband problem, when we have nothing whatsoever to do with their broadband connection. We struggle ourselves with team@ volume ass it's been out there so publicly.


seb

Fair enough and I totally respect your point!
People shouldn't be posting personal email addresses especially of individuals. I was looking at it from a different perception when I posted Clive's email as a representative of a big organization. But of-course I'll avoid doing that for the future!

There's one other thing to mention regarding personal email addresses. I've noticed some people here on these forums publish their own personal email address on their ThinkBroadband forum profiles! There is an Email section, which of-course is voluntary and I never see the point why ordinary users like myself should have the option to enter our email address when that can also attract a lot of spam or even abuse, which of-course wouldn't be able to be moderated outside the forum site. That "E-mail address (displayed on posts)" will also publicly display the email address as if you have posted your email address on the forum.

If people want to communicate with each other they can use the Private Message button instead. I've always found that odd and never seen this in another forum site where you can include an Email in your public profile.

If for example, I added my email address to my profile (which of-course I won't) then that equally should not be deemed acceptable because if I did post it here on the forum as an individual post then it will be removed, right? So, I don't quite see how this is any different especially considering that these forums allow you to view an individual profile without being logged on to the forum!

Other forum sites are more strict in terms of privacy, you can't view profiles without being logged on the forum and they also have the option to show, which poster viewed their forum profile, which can give clues who the abuser really is. They don't have the option to input an email address on the profile.

But yes, you are right regarding those individuals complaining about their broadband connection problems they shouldn't be moaning or expressing their anger to your support staff. That's not helpful at all. Just like when I was formerly on ADSL Exchange Only Line until Oct 2019 I had tons of connection problems regardless of the ISP I was signed up with, but I never vented my anger on anyone because I knew it was a line fault and nothing could be done about it until the FTTC upgrade finally came and resolved all my problems.

In reply to a post by BLaZiNgSPEED:

People shouldn't be posting personal email addresses especially of individuals. I was looking at it from a different perception when I posted Clive's email as a representative of a big organization. But of-course I'll avoid doing that for the future!

Many many years ago we did have problems with cases like this where people were using direct e-mails to certain telco execs. The big organisation actually makes things more difficult because one person typically can fix a problem here or there but if they start getting 100 e-mails a day the 'escalation' stops working. Being able to escalate is great but it really needs to be an escalation, and a random user who finds the e-mail may not necessarily be.

In reply to a post by BLaZiNgSPEED:

There's one other thing to mention regarding personal email addresses. I've noticed some people here on these forums publish their own personal email address on their ThinkBroadband forum profiles! There is an Email section, which of-course is voluntary and I never see the point why ordinary users like myself should have the option to enter our email address when that can also attract a lot of spam or even abuse, which of-course wouldn't be able to be moderated outside the forum site. That "E-mail address (displayed on posts)" will also publicly display the email address as if you have posted your email address on the forum.

I would agree that that most people shouldn't publish their e-mail address on a forum profile. However some may. We're not stopping the CEO of Openreach registering on the forum and posting their own address. They wouldn't be the first staff member to use this forum.

In reply to a post by BLaZiNgSPEED:

If for example, I added my email address to my profile (which of-course I won't) then that equally should not be deemed acceptable because if I did post it here on the forum as an individual post then it will be removed, right? So, I don't quite see how this is any different especially considering that these forums allow you to view an individual profile without being logged on to the forum!

If *you* put *your own* address in *your* profile that's fine.
If someone then quotes it I guess it depends, but it would make more sense to link to your profile as you could choose to remove it if you started getting more issues.

In reply to a post by BLaZiNgSPEED:

Other forum sites are more strict in terms of privacy, you can't view profiles without being logged on the forum and they also have the option to show, which poster viewed their forum profile, which can give clues who the abuser really is. They don't have the option to input an email address on the profile.

I'm not necessarily opposed to limiting viewing profiles to logged in users although I'm not sure if it adds much as most people don't use their profile much. Indeed spammers use their profile links more than anyone else

We don't log profile views in the database and I'm not sure that's wise. I think the wider question of what roles do profiles have is a more important one. Some people like to link to their own websites or such I guess.

In reply to a post by BLaZiNgSPEED:

But yes, you are right regarding those individuals complaining about their broadband connection problems they shouldn't be moaning or expressing their anger to your support staff. That's not helpful at all. Just like when I was formerly on ADSL Exchange Only Line until Oct 2019 I had tons of connection problems regardless of the ISP I was signed up with, but I never vented my anger on anyone because I knew it was a line fault and nothing could be done about it until the FTTC upgrade finally came and resolved all my problems.

We still try to help people with these. It's usually a lot easier when they understand we're helping them out of the goodness of our hearts, not because we're somehow responsible for it. Sometimes it helps to be a neutral third party.


seb

I bet u all incoming CEO Katie Milligan won't be reply to any of you in email soon.

In reply to a post by adslmax:

I bet u all incoming CEO Katie Milligan won't be reply to any of you in email soon.

Bit rude judging someone you've never met, never had any communication with and know next to nothing about?

hopefully they will leave Katie's email addy alone

That said they should create a special issues email which goes to the same esclation /ceo team.

The problem is that if you publish an escalations email address you get people emailing constantly about when FTTP is going to be built.

The fix would be for Openreach to actually staff a helpdesk but be very strict with the tickets that can actually be escalated from there.

That said they should create a special issues email which goes to the same esclation /ceo team

It's trivial to filter email that doesn't come from an internal employee to a separate inbox.

I'd be very surprised if the CEO of any company actually gets these emails directly, rather than going to an escalation team directly.

In reply to a post by melevittfl:

I'd be very surprised if the CEO of any company actually gets these emails directly, rather than going to an escalation team directly.

Yes, they will all go to a high level team within the customer services dept. Some may get shared (via the PA) with the CEO, but I agree very few CEOs would have their email public.

Its likely that a CEO's name email is deliberately set up for this, and they have an internal address for staff.

In reply to a post by jchamier:

In reply to a post by melevittfl:

I'd be very surprised if the CEO of any company actually gets these emails directly, rather than going to an escalation team directly.

Yes, they will all go to a high level team within the customer services dept. Some may get shared (via the PA) with the CEO, but I agree very few CEOs would have their email public.

Its likely that a CEO's name email is deliberately set up for this, and they have an internal address for staff.

There are many different ways of doing this. I suspect things changed over the years for a proper team being in place.