In the context of UK infrastructure, "OR" is an abbreviation of "Openreach", part of the BT Group that is responsible for the infrastructure from ducts and poles to street cabinets and exchange buildings. It is not an organisation that an end user can access for support and is charged by ISPs to repair, upgrade and install additions to large parts the telecommunications network. It can be difficult to convince one's ISP to have Openreach investigate a physical fault or bottleneck, unless that ISP is the aforementioned Andrews and Arnold who literally implemented automated methods to repeatedly bounce faults back to Openreach when the latter insists on erroneously rejecting faults. Makes for entertaining reading :-)
