Citizens Advice response to Ofcom's plan to separate Openreach from BT

29 Nov 2016 11:15 AM

Citizens Advice has described Ofcom's plans to legally separate Openreach from BT as decisive action in response to problems experienced by consumers. 

Citizens Advice Chief Executive Gillian Guy said:

"Broadband is not a luxury - it is an essential service.

"People rely on the Internet for everyday tasks. And with more and more services going online - like benefit applications or tax returns - it is really important people have access to a decent connection.

"Ofcom's decisive action separating Openreach from BT shows they have listened to the problems people are facing - from slow or no broadband, to poor quality service. We help thousands of people a year with these problems so are pleased Ofcom is getting to the heart of this issue.

"The current set-up has been frustrating the rollout of fast broadband across the country. So not only will these plans help boost competition, they should also boost delivery too."

Update on plans to reform Openreach

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.