BT has withdrawn plans to allow customers direct contact with its broadband division amid concern from rivals.
Openreach, a separate arm of BT, provides infrastructure for the telecoms firm, as well as to its competitors.
Companies including Sky, Vodafone and TalkTalk have objected to Openreach increasing interaction with customers and are reluctant to give up control over complaints handling.
It comes after BT announced in September that customers would have the chance to go straight to Openreach with any problems, as opposed to going through their own providers on the network, resulting in a more effective complaints process.
But the plans have now been shelved following a consultation with more than 50 companies, with rival providers still calling for Openreach to be severed from the rest of BT.
A possible separation is one of the topics being examined in an ongoing Ofcom report due in February 2016, with BT stating it has already taken feedback on board.