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Openreach exploring trial of end-user feedback system
Tuesday 19 June 2012 14:09:20 by Andrew Ferguson

With the many layers that hide Openreach away from the average broadband consumer, the need for feedback on how well or badly FTTC installs are going will be important to Openreach. It is to this end it is considering using feedback tool known as Fizzback to get information from the end-users.

A workshop which communications providers can attend to learn about the system, and how they fit into the puzzle is taking place at the end of June. The Fizzback system would seek to gain consumers opinions on FTTC installs via SMS or email, helping Openreach target more training at areas where performance is falling below consumer expectation. For the communications providers, it may also prove to be a useful exercise in learning more about the good and bad experiences their customers have.

Comments

Posted by Alchemyfire over 2 years ago
It would be nice to give feedback, not just on FTTC. It would also be nice to have an online form for consumers to report problems, like noticing damage or vandalism. I noticed a cover on a box on a BT pole that had come off recently in heavy winds, it took me nearly 45 minutes just to get hold of someone in the right department to report it
Posted by andrew (Favicon staff member) over 2 years ago
For things like damage to Openreach network there is an online form

http://www.openreach.co.uk/orpg/home/submitFeedback.do?contactReason=complain_damage_external_line_plant

So covers things like open boxes, damage to telegraph pole, but NOT your phone line being crackly etc
Posted by Alchemyfire over 2 years ago
Thanks Andrew, good to know... bookmarked for future
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