December 4, 2016 / 10:34 AM / 3 years ago

BT needs to improve customer service after regulator move - chairman

A BT (British Telecom) company logo is pictured on the side of a convention centre in Liverpool, Britain, April 9, 2016. REUTERS/Phil Noble/File Photo

LONDON (Reuters) - BT must improve its customer service and press ahead with moves to make Openreach, the division that supplies broadband to millions of homes and businesses, independent, Chairman Michael Rake said on Sunday.

Britain’s telecoms regulator will go to the European Commission to try to force BT to legally separate Openreach, it said last month, in a major reform aimed at spurring investment in the country’s ageing network.

“Everyone is frustrated because they want superfast broadband today ... we understand that and we’re committing to deliver it,” Rake told ITV’s Peston on Sunday television programme.

“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.”

Reporting by Elizabeth Piper; editing by Jason Neely

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