Openreach has issued new guidance to its broadband engineers, instructing them to stay provider-neutral when speaking to potential customers.
The firm, which maintains BT's UK broadband infrastructure, has issued a 'Do’s and Don’ts List' to its workers, reports ISPreview.co.uk.
Openreach has told its engineers to avoid recommending the products and services of any communications provider - including BT Retail.
This comes following complaints from rival broadband providers - who use BT's infrastructure on a wholesale basis - that workers have been promoting BT internet services.
Openreach staff are required to remain neutral when dealing with customers, allowing them to choose their own broadband provider free from 'expert' influence.
Other pieces of bad practice flagged up by the firm include referring to 'BT Openreach' as opposed to simply 'Openreach'.
And engineers have been told to avoid making negative comments about any broadband provider, or getting involved in pricing discussions with consumers.