Openreach Coronavirus Update

Details:

Current Status:Open
Openreach have announced changes to their practices in relation to COVID-19. Due to the unprecedented circumstances this remains a fast-moving situation and Openreach policy and processes may continue to change in the forthcoming days, weeks and months. We will continue to keep you updated on any further changes.



What Provision and Repair changes will Openreach be making?

Openreach have advised that with immediate effect, and until further notice, they are closing non-critical contact channels for the following products:

Wholesale Line Rental (WLR)
Local Loop Unbundling (LLU)
Fibre to the Cabinet (FTTC)
Fibre to the Premise (FTTP)
GFAST
Ethernet Access Direct
Migration Services



What impacts will this have from a Provisioning Perspective?

Provisioning work will be limited to the following:

- Activities where no Engineering visit to end-Customer premises is required (e.g., Self-Install, CP-to-CP migrations etc)

- Service to vulnerable end customers (in-home and carried out safely, only where essential)

- Those end customers who have no other form of broadband or telephony available - and they will look to deal with these via escalation channels jointly with the CP to find a solution that doesn’t require a home visit

- On-premises work for critical national infrastructure customers (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government)



What impacts will this have from a Repair Perspective?

- Repair work will continue to be focused on restoring service with safe working practices, and with revised processes to further reduce social interaction wherever possible.



What other changes will Openreach be making?

Openreach have advised that with immediate effect:

- Openreach appointment books will be closed for new appointed provision with books moved out to Monday 1st June 2020. However, this may be reviewed due to the current circumstances.

- Openreach will attempt to complete appointed inflight orders outside of the premises.

- Non appointed orders will continue to go ahead where no visit is required to go to the premises (transfers, upgrades to Fibre to the Cabinet).

- Repair books will remain open at this time. However, Openreach are reviewing non-urgent repair processes.

- Engineers will be asked NOT to enter the end customer premises and to enable/restore service where possible from outside of the premises.

- The Openreach Emergency Helpdesk will remain open. However, all business as usual contact centres have now closed.



Do you have any further updates from Openreach?

Due to the effects of extensive Government restrictions across the UK, Openreach have announced that they will be declaring a MBORC (Matters Beyond Our Reasonable Control) for provision, repair, missed appointments and the availability of appointments on a national basis.

The affected products are as follows:

Wholesale Line Rental (WLR)
Local Loop Unbundling (LLU)
Fibre to the Cabinet (FTTC)
Fibre to the Premise (FTTP)
GFAST
Ethernet Access Direct


This declaration will take effect from 23:59 24 March 2020.

We'll continue to monitor the situation and we will supply a further update and more details on processes as we get them.


Start date:09:30 25th Mar 2020
Last update:07:38 1st Jan 2021