Rural Phone and Broadband Connectivity

Debate between Jesse Norman and Tessa Munt

Tuesday 3rd February 2015 Commons Chamber

[Jesse Norman]

At the risk of prolonging my own remarks, my hon. Friend has managed to read my mind. I plan to end my speech by focusing specifically on Openreach and the problem that he has described. As Members will know, Openreach is BT’s network infrastructure arm. I have been flooded with complaints about Openreach and its poor customer service, as, I am sure, have Members on both sides of the House. The problem is compounded by a lack of direct accountability to end users, and, I might add, to Members of Parliament.

[Tessa Munt (Wells) (LD)]

I could not agree more. It seems to be impossible to contact Openreach. When I eventually forwarded a string of e-mails to the Minister, they were incomprehensible. The position was utterly unclear.

[Jesse Norman]

I assume that the hon. Lady means that the response from Openreach was incomprehensible, rather than the e-mails that she received from her constituents. [Laughter.] That is a vital clarification. I cannot comment on the quality of the e-mails, but I can absolutely identify with those who are experiencing those problems, and, indeed, with my constituents who have experienced them as well.

This is a highly profitable business whose network expansion has been significantly de-risked by lots of cash from taxpayers. I should like to see much more openness towards end users, a public commitment to higher standards of service, and, potentially, an opening up of the network so that other operators can offer enhanced services, including customer service—if not, indeed, the possibility of full separation. I should be grateful if the Minister would add his voice, and his enormous authority, to this issue.