This briefing on service issues affecting EAD is for all Ethernet Communications Providers.

Openreach is currently facing a high backlog of Ethernet orders (in particular Ethernet Access Direct (EAD) products) and some customers may experience an impact on delivery lead-times. 

This is a result of higher than expected circuit demand following price changes and offers which has been compounded by the recent severe weather’s effect on our service delivery capability. 

The products affected are EAD (Including Metro offer orders) and there may also be some impact to Wholesale Extension Services (WES) and Backhaul Extension Services (BES) circuits.

Openreach has been working hard to resolve the issues with resource plans in place to match the changing demand profile and we are increasing resources for particular hotspots and order backlogs.

We are also working closely with our suppliers on detailed component delivery schedules for EAD as well as WES and WEES.

Meanwhile customers are requested to work with their S&RM or Service Managers to ensure we have a complete view of customer priorities to help with resource planning.

Customers are also advised to continue to use Eco to monitor individual circuit progress in the usual way.

We would like to reassure customers that discounts will still apply for qualifying Metro offer orders placed by 29th April 2010 if they are not completed by 30th June 2010 as a result of Openreach not meeting the Customer Delivery Date (CDD). Also SLG impacts will continue to be recognised and compensation will be paid as per the usual process.

The situation was covered at last week’s Ethernet Forum (Thursday 21st January) and a presentation is available here on the Connectivity Services Customer Forum web page of the Openreach portal.

We will continue to update customers as the situation progresses until we return to a BAU position. 

The contents of this briefing are accurate at the time of writing and are subject to change.

If you wish to discuss the information contained within this brief, please contact your Sales and Relationship Manager.

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