Openreach to start direct contact with customers

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https://www.ispreview.co.uk/index.php/2022/07/openreach-to-cut-missed-uk-engineer-visits-with-direct-contact-system.html

 

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Good news. Openreach has announced that their direct end customer contact programme is leaving the trial phase and will shortly start to be adopted by broadband ISPs as part of normal business, which will improve the level of contact made between the network operator and consumers for certain installation and repair work.

 

The Direct End Customer Contact system has long aimed to reduce common problems, such as missed engineer appointments, by sending an SMS (text) and / or landline voice message with a reminder of the upcoming appointment. Additional advice on what to expect on the day may also be included.

 

The system will now become an integral part of Openreach’s product processes, and all UK ISPs will be opted-in by default. “We will be moving to using direct end customer contact as part of our business as usual processes effective from 18th October 2022,” said Openreach in its latest briefing.

 

A lot of broadband providers are already making use of this, so the transition should be fairly smooth. Openreach added that they will continue to “deliver a roadmap of improved functionality and additional use cases, both directly through this programme and as an enabler for other product or process developments.”

 

 

 

[kommando]

Will this mean when relying on a wet piece of string for ADSL, that fails when it rains, you can book an engineer for the next rainy day or will it take the normal 5 visits. Only solution that worked was 4G.

[SteamyTea]

1 hour ago, kommando said:

Only solution that worked was 4G.

Generally a cheaper option as well.

 

It does amaze me that people complain about their internet connection when there are a number of viable alternatives these days. And people that live really rurally and can't get a decent fixed line or mobile signal, well, what did they expect.

Edited July 21, 2022 by SteamyTea