How to start a complaint?

[#1]

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.

[#2]

@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.

[#3]

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.

[#4]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#5]

• 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 . . . 

[#6]

Hiya @stevec2 

I'm sorry for the experience you have had, I can understand the frustration this has caused. 

Your complaint is with our higher escalations team and you will be assigned a case handler in the next few days. 

They will call you to discuss the complaint and update the ticket here.