On the same day the new Openreach CEO Katie Milligan officially starts will also see a revamp of several parts of Openreach in moves that the telco feels will improve the experience they deliver for Communication Providers and their customers.
Surinder Khatter will be appointed as Chief Customer Experience to lead a new Customer Experience Team whose role will be to ensure customers can get connected to the network quickly and smoothly.
Pete Stewart will head up a new unit called the Service Operations Team that will bring together several units such as UK Operations, FTTP service engineering team, Complex Engineering teams who maintain the copper network and our Civils teams.
These moves will hopefully mean less buck passing that can end up with people who have faults waiting extended periods of time for the right team to arrive after someone from another team identifies the work is outside their remit. One example we have seen several times, is people welcoming an Openreach engineer on full fibre install day, to have nothing happen as its quickly identified that a hoist is required to work safely at height when installing the full fibre, and people can end up waiting a few weeks for a hoist to arrive. The worst part being the retail broadband providers are notoriously poor at passing on information from Openreach or taking consumer feedback and delivering it to Openreach.
Test your broadband speed
Follow us on X for the latest broadband news 
BT fault handling is atrocious. An example, Openreach did work in a local exchange that resulted in us not being able to receive calls. It took six weeks to resolve. They had to provide a new line, which took four weeks, and then another two weeks to reinstate the original phone number. I made the mistake in escalating this to BT executive complaints. That meant that when I called customer service to progress the fault, they were unable to tell me anything as it had been escalated to executive complaints. They cannot be contacted directly by phone, one must wait for them to call back, which often took several days. It then took another 3 months to get compensation for loss of service.