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TalkTalk’s business division has criticised Openreach over consistent failures that are obstructing company growth and causing friction with customers. 

Internet service provider TalkTalk Business has taken issue with Openreach - BT’s infrastructure arm - accusing it of failing to address business connectivity, with the resulting service delivery shortfall restricting its ability to provide a proper service to SMEs and small and home office customers. 

TalkTalk has previously called for a full structural separation of BT and Openreach, and urged its business customers to voice their frustration via Ofcom’s consultation on the future of the BT Openreach relationship. 

In comments published by Computer Weekly, TalkTalk Business’ Director of Enterprise and Direct Sale Duncan Gooding revealed that the division regularly had to delay work for its customers due to Openreach’s slow response and work rate. 

This was “holding back our organisation’s ability to grow”, claimed Mr Gooding. He said that while customers generally accept that “the last mile is Openreach”, customers still view “a lack of updates as a TalkTalk failure”. 

Although Openreach does pay compensation for delays to other ISPs, this tends to be additional project services, rather than outright monetary reimbursement. 

“They’re trying to sell us more stuff to compensate us for what should be business as usual,” added Mr Gooding.

Openreach reacted to the comments saying that improving customer service was the top priority and that an additional 1,000 engineers would be recruited this year.

A spokesperson opposed the view that separating Openreach into a legally separate company with BT Group would result in more investment into customer service.


Computer Weekly

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