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BT Group: Broadband

Question for Department for Culture, Media and Sport

UIN 29123, tabled on 1 March 2016

To ask the Secretary of State for Culture, Media and Sport, if he will take steps to encourage BT to improve (a) the information it provides online about broadband roll-out, (b) the accuracy of its communications to residents about when cabinets will come on stream and (c) information about support residents can access in the event of delays in roll-out.

Answered on

4 March 2016

On 25 February Ofcom published their initial conclusions for the Strategic Review of Digital Communications including a range of measures to improve the quality of service delivered by the whole of the telecoms industry, including Openreach, BT’s access network division.

Ofcom will work with industry to improve providers’ coordination and communication to benefit consumers, including detailed information about engineer visits for installation and fault repairs. Ofcom also plans to introduce tougher minimum standards of customer service for Openreach with rigorous enforcement and fines for underperformance. In addition, the regulator plans to publish annual performance data on all operators and will look to introduce automatic compensation for consumers and small businesses when service levels fall below minimum standards.

BT recently launched a new website providing more detailed and accurate information to the public on broadband service in any given area - http://www.superfast-openreach.co.uk/where-and-when/