closedownarrowlogo-verticalmenu-barsearch Skip to main content
Jump to navigation
BT news

BT's chairman has acknowledged that more needs to be done to improve customer service for its broadband users.

Speaking to ITV's Peston on Sunday, Sir Michael Rake said people are frustrated because they "want superfast broadband today" and see it as a utility.

Furthermore, he acknowledged that customer service standards as a whole have not been good enough both at BT and across the wider broadband industry.

However, he insisted BT is committed to delivering superfast speeds to more people across the country and is actively working to improve the quality of customer service it offers.

"Just to point out that Ofcom and the OECD and every independent survey showed this is one of the fastest rollouts of broadband ever in an OECD country, with some of the lowest speeds, most competition and highest access," he commented.

"But it isn't enough and we'll get there."

Sir Michael went on to refute the suggestion that BT is not trusted by Ofcom to run its infrastructure subsidiary Openreach, after the watchdog called for a legal separation of the two.

Earlier this year, Ofcom told BT it must give more independence and investment powers to Openreach, with the broadband subsidiary being run as a distinct and legally separate company with its own board.

Ofcom said these proposals, which were unveiled in July, would provide Openreach with the greatest possible degree of independence without separating the companies entirely, and lead to decisions being taken for the good of its customers and the wider telecoms industry.

However, the regulator now says BT has not done enough to ease its concerns over competition, particularly its belief that BT has the "incentive and ability to favour its own retail business when making strategic decisions about new network investments by Openreach".

Join the conversation

comments powered by Disqus

Stay up to date

  • Google+ Follow uSwitchTech
  • Subscribe to our RSS feed

Latest Comments

Search news