How to start a complaint?
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How to start a complaint?
12-07-2024 10:27 AM
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I've been without Fibre broadband for 10 days since a failed upgrade. Apparently the issue is a "stuck cease ticket in the OpenReach systems" There have now been 3 instances of my issue being raised to OpenReach, waiting "48 business hours* and then no resolution.
How do I escalate this so I can get the broadband back working?
I called the number mentioned on the website (0330 1239 123) but just redirects to the same helpdesk that I have been speaking to already.
Re: How to start a complaint?
12-07-2024 10:52 AM
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@stevec2 there's a link on the bottom of every forum page to the 'Complaints code of practice'. That acricle includes the link to raise a complaint online.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: How to start a complaint?
12-07-2024 12:16 PM
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Hi @stevec2 I'm really sorry this is taking so long to put right. I've checked your account and can see you've raised a complaint, please bear with us and a member of our complaints team will be back in touch soon.
Re: How to start a complaint?
12-07-2024 12:23 PM
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Moderators Note
This topic has been moved from Full Fibre to My Order
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: How to start a complaint?
12-07-2024 1:11 PM
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- I raised a compliant, and someone called me back - excellent!
- Unfortunately they didn't leave a contact number, and when I call back on the number they called on (0800 917 6733) I am back at the standard customer service
- I then accidentally closed the support ticket - clicked the wrong link, no "are you sure?" prompt, no way to re-open
- Have raised a second complaint . . .
Re: How to start a complaint?
12-07-2024 7:35 PM
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