Openreach is now on twitter as OpenreachGB and at the time of writing has clocked up 45 tweets and importantly it is an account that is replying to people rather than being in PR broadcast mode.
Launching a distinct Openreach twitter account follows on from other recent changes like the new Openreach board and will hopefully prove a useful for the public to get information from the wholesaler when appropriate.
"Openreach is a wholesale network, so our Communication Provider customers are rightly the main contact point for all of their customer queries.
But we do understand that many businesses and consumers want to contact us directly too, and we believe that working more closely with providers and their customers will help everyone to have a better service experience.
That’s why today we’ve launched our own Twitter account.
The account is manned by a dedicated team of skilled Openreach people who will answer queries and address issues from anybody that asks. They’ll also direct customers to their service provider whenever that’s necessary."Openreach comment on new twitter account
It is worth re-iterating that for the majority of contacts your broadband provider who you have the billing relationship with should be the first port of call, but there will be many enquires about work that people spot going on and people wondering what this will mean for them. All that said we know that providers do often fail to help when an enquiry falls off the pre-written script and for those situations where a provider is following the 'computer says no' but the member of public can see things like new FTTP hardware on their pole a more direct contact approach will help.