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Government leaves BT with monopoly on public broadband funds

broadband

By Nicole Kobie

Posted on 19 Mar 2013 at 15:45

The government has said there will be no change to rural broadband funding despite Fujitsu - the only rival to BT - pulling out of the bidding process.

Broadband Delivery UK (BDUK) is the government's system for doling out £530 million in broadband funding, with the goal of giving 90% of British homes access to superfast connections by 2015. So far, all of the projects have been won by BT over it's only approved rival Fujitsu.

Now, Fujitsu has said it won't be bidding on any future projects, despite only a quarter of the total 43 deals awarded.

"Various conditions surrounding the BDUK process, which we have discussed with the DCMS, effectively rule Fujitsu out of the competition for new areas," the company told The Financial Times. "So while we remain supportive of the process and its objectives, we are not actively pursuing opportunities within it."

Despite BT now being the only bidder, the Department for Culture, Media, and Sport (DCMS) said it would not alter the BDUK procurement process.

"It won’t change it," a DCMS spokesman told PC Pro. "We knew right from the start that in some places there would only ever be one bidder, so the framework was designed to function effectively in situations where there is only one bidder. It was designed to be able to deal with this, so there’s no need to rework it."

If local authorities aren’t happy with the offer suggested by BT, the different parties will have to "sit around the table and come up with an agreement", the DCMS said.

"What the framework does is ensure value for money is delivered. If the council or BDUK saw that value for money wasn't being delivered, we simply wouldn't fund the project," the spokesman said. "That doesn't do anyone any favours, because BT, and everyone, will want the project to go ahead. So we would sit down with BT and look at why we don’t think it’s value for money and come up with the plan to roll out the broadband that all three parties are happy with."

The framework won't be reopened to allow other companies to join the procurement process, the DCMS spokesman confirmed.

Competition concerns

The BDUK process was delayed last year after concerns from the EU about the lack of competition in the bidding, but the DCMS said it doesn't foresee further hurdles from Europe now that Fujitsu has pulled out.

"The government is keen that there is as much competition as possible for these contracts but has always accepted that there are some projects which are not as commercially competitive due to the scale of work and infrastructure required," the DCMS added in a statement.

A spokesman for BT told PC Pro that the company felt the bidding process was working, and that merely getting onto the BDUK framework in the first place was a competitive process.

"If other companies have withdrawn from the process, it is because they are unwilling to invest the large sums that are required without being guaranteed a short-term return," BT said. "That is despite several of them pledging to make such an investment. In contrast, BT has stood by its promises saying it will invest up to a billion pounds via the process, but accepting that the payback period will be more than ten years."

Of the projects doled out so far, BT has contributed about 40% of the total funding, to a total of £336 million.

The DCMS added that the broadband roll out was moving quickly, with a project a week going through the procurement process.

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User comments

How to make a monopoly

How to make a already monopoly a BIGGER monopoly?
Give TAX payers money to feed them.

BT is a great company! All the qualities necessary to make a good monopoly.
1. Great customer care
2. Competence
3. Organization
4. Good management
5. Pay millions to CEOs
6. Protect its own interests
7. Backed by Tories.


BT How ordering a broadband could be more complicated and distressing.

Try moving houses, to an area which is already monopolized by BT, ordering a new telephone line with a Super Fast, High speed Fiber with Extra super features, Sport channels for just 7.50 per month. Great marketing!

They even provide you with a tool which allows you to check availability in your area. Great!
Order online, receive your router then wait.
Log to your myBT portal few days later
OHHHH a message from BT “We can’t install your Broadband because there was a problem with your order! We need to cancel your order and re-add it to the system. Thanks BT, I’ll call you tomorrow.
Next Day – Phone BT (1:30min later) Hi BT I would like to follow up on my order.
BT – I am sorry there was a problem with your order – is your phone line working?
Customer – Yes my phone line is working fine
BT – we need to cancel your order and you need to wait 24 Hours.
Customer – This is what I’ve been told yesterday
BT – well it is our system. We cancelled it in one system but the whole sale needs to approve it.
Customer – Can I talk to your technical team please?
BT – Can you wait 5 min I will check with on another system
Customer – (2:15 min later) Hi there I am still waiting.
BT – Hi Sir. I am sorry but you will have to wait 24 hours.
Customer – Of there is nothing you or me can do I will wait another 24 hours.
Day 3 of no Internet Customer calls BT: Hi BT I would like to talk about my broadband
BT – Hi what is your account number?
Customer – 123456789012345678901234567890
BT – Thank you, what is your telephone number?
Customer – Listen I am really upset with this treatment.
BT – Sir you can complain online
Customer – I don’t have Internet because BT has not installed it yet. This is what we are discussing.
BT _ I looked in your account. You order has been canceled but a new order has not been added to the system yet.
Customer – I have been told a new order was going to be added ASAP.
BT – I am sorry sir. It is the system that does not allow.
Customer – What do you mean the system does not allow?!
BT – We can only have a single order against a phone number.
Customer – You told me the order had been cancelled
BT – It is the system Sir. We are in India and we can’t see the Whole sale system.
Customer – Can someone edit this Database manually and delete this order or change it.
BT – We can’t sir. The system does not allow.
1:30 later Customer – I would like to talk to your manager
BT – He is busy sir.
Customer – Can you pass me to a department which can tell me what can be done to sort this problem out please?
BT – Sir I spoke to the technical team and you will have to wait 24 hours.
Customer – I would like to make a complain, can you pass me to the complaint department, please?
BT – Sir you can file a complain online.
Customer – I don’t have Internet connection.
2:30 min later – Customer hang up….

Customer – Calls BT – Can you type in your telephone number, can you tell us in simple words what you are phoning about? Can you answer ‘YES’ or ‘NO’ is your problem with your TV?,
Customer – NO
BT Answer Phone – Is the problem with your phone (answer yes or no)
CUSTOMER – NO
BT Answer Phone – Is the problem with your broadband
CUSTOMER – YES
BT Answer Phone – Can you tell us what you want to talk about your broadband?
CUSTOMER – Complain
BT Answer Phone – Is that a complain (yes or no)
CUSTOMER – YES
BT (1:00 later) Hi Sir you are talking to how can I help.
CUSTOMER – I would like to complain about my order
BT – I am sorry sir, you want to complain.
CUSTOMER – I have ordered a Broadband and a) have been waiting for the past 4 days nothing happens, to be told every single time my order needs to be cancelled and I have to wait 24 hours.
BT – I am sorry Sir I will look into your details
CUSTOMER – Thank you
BT – Sir there is a problem with your order and it has been cancelled.
CUSTOMER – I know. I want to complain about this.
BT – Sir you have to wait 24 hours.
CUSTOMER – I am here to complain a) about the services b) about the lack of care with me (customer) c)If I don’t keep phoning BT, BT does not communicate to me (Customer) what the problem is and what BT will do to solve the problem.
BT – I am sorry sir. It is the system. You have to wait 24 hours and I promise you I will follow up and call you.
CUSTOMER – Ok thank you.
Following day 9:00am, 10:00am 12:00am Customer calls BT. Hi Someone told me they would call me to day to discuss the problem with my order and I have not heard from anyone.
BT – Sir we work up to 8:00pm, so you can get a call any time till 8:00.
CUSTOMER – Listen I would like an update and to know if BT can actually deliver my Broadband.
BT – SIR we finally called your order but a new order was not generated yet.


BT – Your order is with the sales team and only they can generate a new order.
CUSTOMER – How can we make sure this will happen?
BT – Leave with me Sir, I will expedite your order and pass it through all the hoops and make sure it will happen. I will call you later.
CUSTOMER – Listen I heard the same story many times for the past 2 weeks.
BT – I am sorry sir but I am trying to help you. You have to wait and I will call you.
CUSTOMER – OK I will wait for your call.
Next day Customer calls BT – Hi I would like to talk about my order.
BT – Your order has been cancelled
CUSTOMER – and a new one was generated, isn’t it?
BT – Sorry sir there is a problem with your Exchange.
CUSTOMER – How come? The previous owner of the house had BT broadband and it was working fine.
BT – Sir this is what OPenreach has written in the notes.
CUSTOMER – Can I have a survey or talk to an engineer to find out what the problem is and what will be done.
BT – SIR I am sorry but there are no ports available on your EXCHANGE for 20Mbit broadband. We checked and your line can support up to 8Mbit.
CUSTOMER – That is fine, if I can have 8Mbit it is ok.
BT – then I will place an order for a standard broadband for you Sir.
CUSTOME – Why this was not done or advised before?!!
BT – Sir you wanted a 20mbit broadband.
CUSTOMER – NO! I ordered this because your system only allows me to order this.
BT _ I am sorry sir. You will have to wait 24 hours and we will call you.
CUSTOMER – I have been waiting for the past 3 weeks.
BT – Sir there is nothing I can do.
CUSTOMER – Ok….

Following day CUSTOMER buys an USB 3G modem access the Internet and reads his email.
Email from BT great! Dear Sir, we had to cancel your order because there was a problem.
Customer calls BT – HI BT I just had an email which said my order was cancelled.
BT – Sir I am sorry, we had to cancel you order because you ordered a standard broadband and we cannot provide you with that. We don’t use this technology anymore.
CUSTOMER – Listen I have been told my line only supported 8Mbit and you could install and deliver that. Now you tell me not even that you can do?!
BT – Sir I have a suggestion; it might be if you order as a business we can push it faster.
CUSTOMER – OK I will pay more and order as a business. Thanks

Customer logs to his 3G Internet, goes to BT business website, order a business broadband.
It will take a week to be installed, great!
Following day Customer logs to the Internet 3G again, reads BT emails.
There was a problem with your order we have to cancel it and re do the order…
CUSTOMER – Calls BT and 1:00 later gets to a business representative and lashes out.
BT – Sir I am sorry you are having problems with your order.
CUSTOMER – I do not want your sorry, I want a solution.
BT – Sir you could order from Sky. The problem is Openreach keeps messing about.

6 weeks later – No Internet, no hope, no help from BT, no communication…
My wife is following this UP, can’t even motivate myself to phone them.
Looking for alternatives to just not use BT at all.
They don’t care about customers
They don’t care about quality of service
They don’t provide a good service
People who work for BT in a big majority are not helpful. If they are happy or not or enjoy working for BT it is a different matter.
Be given TAX payers money to make a bigger monopoly it is just wrong.

By renpippa on 27 Feb 2014

How to make a monopoly

How to make a already monopoly a BIGGER monopoly?
Give TAX payers money to feed them.

BT is a great company! All the qualities necessary to make a good monopoly.
1. Great customer care
2. Competence
3. Organization
4. Good management
5. Pay millions to CEOs
6. Protect its own interests
7. Backed by Tories.


BT How ordering a broadband could be more complicated and distressing.

Try moving houses, to an area which is already monopolized by BT, ordering a new telephone line with a Super Fast, High speed Fiber with Extra super features, Sport channels for just 7.50 per month. Great marketing!

They even provide you with a tool which allows you to check availability in your area. Great!
Order online, receive your router then wait.
Log to your myBT portal few days later
OHHHH a message from BT “We can’t install your Broadband because there was a problem with your order! We need to cancel your order and re-add it to the system. Thanks BT, I’ll call you tomorrow.
Next Day – Phone BT (1:30min later) Hi BT I would like to follow up on my order.
BT – I am sorry there was a problem with your order – is your phone line working?
Customer – Yes my phone line is working fine
BT – we need to cancel your order and you need to wait 24 Hours.
Customer – This is what I’ve been told yesterday
BT – well it is our system. We cancelled it in one system but the whole sale needs to approve it.
Customer – Can I talk to your technical team please?
BT – Can you wait 5 min I will check with on another system
Customer – (2:15 min later) Hi there I am still waiting.
BT – Hi Sir. I am sorry but you will have to wait 24 hours.
Customer – Of there is nothing you or me can do I will wait another 24 hours.
Day 3 of no Internet Customer calls BT: Hi BT I would like to talk about my broadband
BT – Hi what is your account number?
Customer – 123456789012345678901234567890
BT – Thank you, what is your telephone number?
Customer – Listen I am really upset with this treatment.
BT – Sir you can complain online
Customer – I don’t have Internet because BT has not installed it yet. This is what we are discussing.
BT _ I looked in your account. You order has been canceled but a new order has not been added to the system yet.
Customer – I have been told a new order was going to be added ASAP.
BT – I am sorry sir. It is the system that does not allow.
Customer – What do you mean the system does not allow?!
BT – We can only have a single order against a phone number.
Customer – You told me the order had been cancelled
BT – It is the system Sir. We are in India and we can’t see the Whole sale system.
Customer – Can someone edit this Database manually and delete this order or change it.
BT – We can’t sir. The system does not allow.
1:30 later Customer – I would like to talk to your manager
BT – He is busy sir.
Customer – Can you pass me to a department which can tell me what can be done to sort this problem out please?
BT – Sir I spoke to the technical team and you will have to wait 24 hours.
Customer – I would like to make a complain, can you pass me to the complaint department, please?
BT – Sir you can file a complain online.
Customer – I don’t have Internet connection.
2:30 min later – Customer hang up….

Customer – Calls BT – Can you type in your telephone number, can you tell us in simple words what you are phoning about? Can you answer ‘YES’ or ‘NO’ is your problem with your TV?,
Customer – NO
BT Answer Phone – Is the problem with your phone (answer yes or no)
CUSTOMER – NO
BT Answer Phone – Is the problem with your broadband
CUSTOMER – YES
BT Answer Phone – Can you tell us what you want to talk about your broadband?
CUSTOMER – Complain
BT Answer Phone – Is that a complain (yes or no)
CUSTOMER – YES
BT (1:00 later) Hi Sir you are talking to how can I help.
CUSTOMER – I would like to complain about my order
BT – I am sorry sir, you want to complain.
CUSTOMER – I have ordered a Broadband and a) have been waiting for the past 4 days nothing happens, to be told every single time my order needs to be cancelled and I have to wait 24 hours.
BT – I am sorry Sir I will look into your details
CUSTOMER – Thank you
BT – Sir there is a problem with your order and it has been cancelled.
CUSTOMER – I know. I want to complain about this.
BT – Sir you have to wait 24 hours.
CUSTOMER – I am here to complain a) about the services b) about the lack of care with me (customer) c)If I don’t keep phoning BT, BT does not communicate to me (Customer) what the problem is and what BT will do to solve the problem.
BT – I am sorry sir. It is the system. You have to wait 24 hours and I promise you I will follow up and call you.
CUSTOMER – Ok thank you.
Following day 9:00am, 10:00am 12:00am Customer calls BT. Hi Someone told me they would call me to day to discuss the problem with my order and I have not heard from anyone.
BT – Sir we work up to 8:00pm, so you can get a call any time till 8:00.
CUSTOMER – Listen I would like an update and to know if BT can actually deliver my Broadband.
BT – SIR we finally called your order but a new order was not generated yet.


BT – Your order is with the sales team and only they can generate a new order.
CUSTOMER – How can we make sure this will happen?
BT – Leave with me Sir, I will expedite your order and pass it through all the hoops and make sure it will happen. I will call you later.
CUSTOMER – Listen I heard the same story many times for the past 2 weeks.
BT – I am sorry sir but I am trying to help you. You have to wait and I will call you.
CUSTOMER – OK I will wait for your call.
Next day Customer calls BT – Hi I would like to talk about my order.
BT – Your order has been cancelled
CUSTOMER – and a new one was generated, isn’t it?
BT – Sorry sir there is a problem with your Exchange.
CUSTOMER – How come? The previous owner of the house had BT broadband and it was working fine.
BT – Sir this is what OPenreach has written in the notes.
CUSTOMER – Can I have a survey or talk to an engineer to find out what the problem is and what will be done.
BT – SIR I am sorry but there are no ports available on your EXCHANGE for 20Mbit broadband. We checked and your line can support up to 8Mbit.
CUSTOMER – That is fine, if I can have 8Mbit it is ok.
BT – then I will place an order for a standard broadband for you Sir.
CUSTOME – Why this was not done or advised before?!!
BT – Sir you wanted a 20mbit broadband.
CUSTOMER – NO! I ordered this because your system only allows me to order this.
BT _ I am sorry sir. You will have to wait 24 hours and we will call you.
CUSTOMER – I have been waiting for the past 3 weeks.
BT – Sir there is nothing I can do.
CUSTOMER – Ok….

Following day CUSTOMER buys an USB 3G modem access the Internet and reads his email.
Email from BT great! Dear Sir, we had to cancel your order because there was a problem.
Customer calls BT – HI BT I just had an email which said my order was cancelled.
BT – Sir I am sorry, we had to cancel you order because you ordered a standard broadband and we cannot provide you with that. We don’t use this technology anymore.
CUSTOMER – Listen I have been told my line only supported 8Mbit and you could install and deliver that. Now you tell me not even that you can do?!
BT – Sir I have a suggestion; it might be if you order as a business we can push it faster.
CUSTOMER – OK I will pay more and order as a business. Thanks

Customer logs to his 3G Internet, goes to BT business website, order a business broadband.
It will take a week to be installed, great!
Following day Customer logs to the Internet 3G again, reads BT emails.
There was a problem with your order we have to cancel it and re do the order…
CUSTOMER – Calls BT and 1:00 later gets to a business representative and lashes out.
BT – Sir I am sorry you are having problems with your order.
CUSTOMER – I do not want your sorry, I want a solution.
BT – Sir you could order from Sky. The problem is Openreach keeps messing about.

6 weeks later – No Internet, no hope, no help from BT, no communication…
My wife is following this UP, can’t even motivate myself to phone them.
Looking for alternatives to just not use BT at all.
They don’t care about customers
They don’t care about quality of service
They don’t provide a good service
People who work for BT in a big majority are not helpful. If they are happy or not or enjoy working for BT it is a different matter.
Be given TAX payers money to make a bigger monopoly it is just wrong.

By renpippa on 27 Feb 2014

How to make a already monopoly a BIGGER monopoly?

ow to make a already monopoly a BIGGER monopoly?
Give TAX payers money to feed them.

BT is a great company! All the qualities necessary to make a good monopoly.
1. Great customer care
2. Competence
3. Organization
4. Good management
5. Pay millions to CEOs
6. Protect its own interests
7. Backed by Tories.

By renpippa on 27 Feb 2014

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