Migrating Issues from DR

[KarlAustin]

From Openreach:

Quote:Important: Update on impacts to customers in Yorkshire

You may have received requests from customers who have been impacted by the exit of a supplier from the market in South/mid Yorkshire. This notification provides an update on what’s happening and how Openreach is looking to help resolve the situation.

The context:

Power to broadband services was removed by the supplier concerned on 14 August 2014, ahead of placement of cease or migration requests. This has resulted in end customers being left without broadband. However, WLR voice service is still available.

All end customers affected cannot currently place new orders from 14 August because the supplier has not ceased service on their systems to allow these end customers the opportunity to place a new order with a supplier of their choice.

Openreach is looking to resolve the situation as soon as possible so that end customers are able to request broadband service from the new supplier of their choice.


What you should do:

- Alert your advisors that they may receive calls from end customers affected by this situation
- Explain the challenge you have in progressing the orders at present and that a further update will be issued to you on Monday
- Ask advisors to send any examples where you have taken orders but not been able to progress to our duty manager, XXX YYY. She will pass these on to the relevant department
- We will be giving a further update on Monday.

[gribz_uk]

Has there been a Monday update yet? Or do they mean Monday 2016?

[KarlAustin]

Not much of one

Quote:Important: Further update on impacts to customers in Yorkshire

Further to the briefing issued over the weekend, this is to update you on the situation concerning customers who have been impacted by the exit of a supplier from the market in South/mid Yorkshire and how Openreach is working to resolve the situation.

We have identified the end customers affected who are without broadband service and have been unable to place new orders because the supplier has not ceased service on our systems.

Openreach is looking to resolve the situation as soon as possible, so we have put in place a process to cease service to enable these end customers to place a new broadband order with a supplier of their choice.

We estimate that this process will be completed by the end of next week.

What you should do:

- You may receive calls from end customers affected by this situation.
- You should check the status of the line using eMLC. If the line is clear you will be able to process the order. We anticipate that all lines will be clear by the end of next week.
- If you are unable to progress the order please explain that Openreach is helping by carrying out the cease process so they will be able to place their order in the near future.

[gribz_uk]

At least that gives some kind of timescale, which is better than what we've been told up to know. I.e nothing at all.

[alexatkin]

Seriously though, over a month to get the tags removed? How can they consider this acceptable.

[clifft]

Seems like the end of the tunnel is in sight. Good news for everybody to have some concrete news. I assume this is doing all the cabinet work as well as zapping the database. This will allow the DR cabs to be powered down and decommissioned.

[KarlAustin]

(09-09-2014 08:13 PM)alexatkin Wrote:  Seriously though, over a month to get the tags removed? How can they consider this acceptable.

... because it's not down to Openreach to remove them, yes it is in an ultimate sense that they are the ones that can do it. But there are contractual issues to be considered. From the sounds of things DRL just turned everything off, rather than issuing ceases on the services as presumably they didn't want to pay the cease fees of £100.67 + VAT per line so stuck their head in the sand over it. You can't really blame Openreach if that's the case as they'll have to have had their legal people look at it and to try and deal with Thales (the contractor for DRL) to sort it.

[alexatkin]

Of course I can, its already been pointed out that Openreach are supposed to automatically cease the lines within a certain time frame if the network goes out of business. They have failed to do this within that time frame.

[KarlAustin]

Legally speaking the network hasn't gone out of business. As far as I am aware no administrators have been appointed, the business still exists, currently carrying out a very disorderly orderly shutdown.

[alexatkin]

Then the question is how Openreach interpret that.

I would think that once they switch off the physical network then they have lost the right to hold those users connections hostage, but where does that stand on legal grounds or Openreach rules?