IT Pro is supported by its audience. When you purchase through links on our site, we may earn an affiliate commission. Learn more

BT admits it must improve as Openreach spin-off looms

BT should improve its customer service, says chairman Michael Rake

fibre optic cable

BT chairman Michael Rake admitted the company needs to improve its customer service, in an interview with ITV's Peston on Sunday.

Rake also spoke about BT's Openreach broadband service, saying: "Just to point out that Ofcom and the OECD (Organisation for Economic Co-operation and Development) and every independent survey showed this is one of the fastest roll-outs of broadband ever in an OECD country with some of the lowest speeds, most competition and highest access. But it isn't enough and we'll get there."

Ofcom, the UK's telecommunications regulator, is preparing to force BT to separate its Openreach division, which is responsible for deploying the vast majority of the UK's broadband infrastructure.

Although Openreach is part of BT, other providers such as TalkTalk, Sky and Vodafone also use the network.

Ofcom believes Openreach should run as a separate company, saying BT is hindering competition.

Last week, the British regulator said it will go to the European Commission to try and make BT legally separate from Openreach.

A spokesperson for Ofcom said at the time: "We are disappointed that BT has not yet come forward with proposals that meet our competition concerns. Some progress has been made, but this has not been enough, and action is required now to deliver better outcomes for phone and broadband users."

Speaking with Robert Peston, Rake said: "Everyone is frustrated because they want superfast broadband today. We understand that and we're committing to deliver it."

He added: "The point that I think is something that we have to work on is customer service, which has not in the industry as a whole been good enough nor is it with us, and we are doing a lot to improve that."

Featured Resources

Meeting the future of education with confidence

How the switch to digital learning has created an opportunity to meet the needs of every student, always

Free Download

The Total Economic Impact™ of IBM Cloud Pak® for Watson AIOps with Instana

Cost savings and business benefits

Free Download

The business value of the transformative mainframe

Modernising on the mainframe

Free Download

Technology reimagined

Why PCaaS is perfect for modern schools

Free Download

Recommended

BT's cloud-based calling system now integrates fully with Microsoft Teams
Voice over Internet Protocol (VoIP)

BT's cloud-based calling system now integrates fully with Microsoft Teams

27 May 2022
UK government begins scrutiny of Altice's mounting stake in BT under national security law
mergers and acquisitions

UK government begins scrutiny of Altice's mounting stake in BT under national security law

26 May 2022
BT workers claim rejected pay rise offer 'would have left them worse off'
Network & Internet

BT workers claim rejected pay rise offer 'would have left them worse off'

8 Apr 2022
Openreach offers £20,000 reward for information on stolen copper cables
broadband

Openreach offers £20,000 reward for information on stolen copper cables

21 Jan 2022

Most Popular

How to boot Windows 11 in Safe Mode
Microsoft Windows

How to boot Windows 11 in Safe Mode

7 Jun 2022
Attracting and retaining talent through training
Sponsored

Attracting and retaining talent through training

13 Jun 2022
Delivery firm Yodel disrupted by cyber attack
cyber attacks

Delivery firm Yodel disrupted by cyber attack

21 Jun 2022