topic Re: How do you get to let customer service that your complaint is not closed. in Broadband & Landline

How do you get to let customer service that your complaint is not closed.

MikeYoung2 — Sat, 19 Jul 2025 09:10:54 GMT

Why is it so hard to get to talk to Customer Sevice, I managed to speak to them,and arrange for BT Open Reach to visit to sort out the problem of fluctuating signal, but then recieved an email saying that my issue was closed. Luckily I had already been given an appointment by BT Open Reach.

Re: How do you get to let customer service that your complaint is not closed.

Peter_W — Sat, 19 Jul 2025 13:18:12 GMT

Hi @MikeYoung2.

Welcome to the EE Community!

If a complaint has been closed on your account, you can request this be reopened at any point within 28 days if you feel this has been done in error.

Are you still awaiting your Openreach appointment, or has this now been completed and the issue is still outstanding?

It's worth taking a look over our complaints code of practice, and this should give you a good overview of our complaints process, and how you can escalate this if needs be too.

Peter

Re: How do you get to let customer service that your complaint is not closed.

MikeYoung2 — Sat, 19 Jul 2025 14:20:12 GMT

BT Openreach are booked to arrive next Tuesday morning.

Regards, Mike

Re: How do you get to let customer service that your complaint is not closed.

Peter_W — Sat, 19 Jul 2025 14:22:17 GMT

Thanks @MikeYoung2.

Please let us know how you get on from Tuesday.

Fingers crossed this won't be the case, but if things aren't resolved from there, it'll absolutely be possible to reopen the complaint, and our team will be able to review what further options we have moving forwards.

Peter

Re: How do you get to let customer service that your complaint is not closed.

XRaySpeX — Sat, 19 Jul 2025 15:44:27 GMT

As an OR end. visit has been scheduled the complaint would have ben closed as the issue is being investigated for the time being.