Dumfriesshire MSP Elaine Murray has this week written to Ofcom, the UK communications regulator, to register her constituents’ complaints with the telephone service company Openreach.
A number of constituents’ have approached Elaine following their frustration with being unable to successfully resolve internet issues which have arisen due to poor infrastructure, which Openreach oversee. When her constituents’ have wished to make a complaint with Openreach regarding the infrastructure, they have been unable to successfully contact the company and instead are being directed to internet providers, who are not responsible for infrastructure maintenance.
Dumfriesshire MSP Elaine Murray said:
“It’s clear to me that the inability to successfully contact Openreach to register a complaint is becoming a growing concern across my constituency. I understand my constituents’ frustration. They’re being directed by their internet provider to Openreach due to a fault with line infrastructure, who are then bouncing them back to their provider to make any complaints. There needs to be greater transparency from Openreach on how to successfully resolve infrastructure issues. Internet service across our region is poor enough as it is due to a lack of investment from the government, but these problems are only making things worse. “
NOTES TO THE EDITOR:
The following is the letter Elaine has sent to Ofcom:
Dear Sir / Madam
I am the Member of the Scottish Parliament for Dumfriesshire Constituency and I am contacting Ofcom in Scotland to register my dissatisfaction, on behalf of my constituents, with Openreach.
I have received a number of complaints from constituents regarding internet issues. When these pertain to the provider, I have usually been able to contact the company concerned by email through a member of their staff. However when the problem arises from the infrastructure, there is no mechanism to contact Openreach and the advice received is that “the complaint should be advanced through the provider”. I and constituents have tried this route, on occasion it is successful but on other occasions Openreach does not respond.
I have even had to go to the Deputy First Minister, John Swinney, to ask the Scottish Government to respond to one constituent’s complaint on behalf of her 88 year old mother, which Openreach had continually ignored. She had been told that “Open reach does not come under the Communications Alternate dispute resolution service that Ombudsman Services provide” and that there was no point in her going to the Ombudsman.
Openreach have some form of relationship with BT, however BT refuse to take any responsibility to try to resolve complaints about Openreach and its infrastructure.
Is this something on which you can provide advice?
MSP for Dumfriesshire