Your questions

FAQs

  1. Are my orders protected from BT Retail on CSS*?

  2. Does BT Retail get priority return to service in the event of cable breakdowns or service interruptions?

  3. Why can't I have Featureline on WLR3?

  4. Has Openreach moved resource away from Copper products into Fibre or NGA?

  5. Does Openreach give any priority on Appointment Books?

  6. How do I raise a functionality or product change request?


1 Are my orders protected from BT Retail on CSS*?

Yes. We have robust access controls and the Equality of Access Office monitors this. The Equality of Access Board annual report contains further details on this aspect of separation.

*CSS is a workflow and allocation tool used by Openreach to progress CPs' orders

2 Does BT Retail get priority return to service in the event of cable breakdowns or service interruptions?

No. Openreach must recover any cable breakdown or service interruption on a reasonable endeavours basis. This means that whatever can be restored first, must be, regardless of which CP is involved. We don't prioritise other BT lines of business in any recovery. To do so would be a breach of the Undertakings. The only exception to this is where emergency services (so called "blue light" situations) are affected; these are given priority wherever possible.

3 Why can't I have Featureline on WLR3?

Featureline is a BT Retail product. We don't provide or support Featureline.

4 Has Openreach moved resource away from Copper products into Fibre or NGA?

We're committed to a fibre roll out plan in order to support the high speed broadband aspirations of all CPs and we're a key player in the Government's target for Broadband Britain. The engineers that operate the growing fibre network are highly skilled and although they have been selected from the traditional "copper" engineering base, more WLR engineers have been recruited and trained - more than enough replace those that have been trained on fibre.

5 Does Openreach give any priority on Appointment Books?

No. Our appointment books are open for all CPs to book provision activities. These books are updated "live" so when a CP cancels an order, this time instantly becomes available to all CPs. This means that you may sometime see lead times vary when they're long.

6 How do I raise a functionality or product change request?

Openreach operates a Statement of Requirements process which is open to all CPs. You're asked to share your requests with industry colleagues via the appropriate forum group, eg the Copper Products Commercial Group for WLR/LLU, prior to submission to Openreach. Although the process operates on an equivalent basis, the Undertakings permit Openreach to consider SORs on a commercial basis. Details of the process and the various forum groups can be found on the Openreach website.