closedownarrowlogo-verticalmenu-barsearch Skip to main content
Jump to navigation
Other 2 news

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

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.

Join the conversation

comments powered by Disqus

Stay up to date

  • Google+ Follow uSwitchTech
  • Subscribe to our RSS feed

Latest Comments

  • Sandy Birch 20 hours ago BT Vision customers to get free... There are 2 links offered on the invitation letter to get a new YouView+ upgrade. does...
  • Dilson Von Belper 2 days ago BT Smart Hub review I agree ..but I called BT and had such a fight, many calls back and forward to India and South Shields ,...
  • Melanie Jane Shields-Appleton 3 days ago Ofcom unveils plan to bring... Hi David, I moved a 3 year old house on the 5th April, I was assured by BT I would get fibre but once I...

Search news