BT Openreach’s Ethernet delivery and repair worsens
BT Openreach’s delivery and repair of Ethernet connections continues to deteriorate, the Office of the Telecommunications Adjudicator (OTA2) reports.
Br0kenTeleph0ne reported earlier that Openreach had suspended a new Ethernet ordering system, Ethernet Access Direct (EAD), on 15 September after communications providers (CPs) had found it didn’t work. EAD is meant to process orders for sub-1Gbps Ethernet connections.
The OTA2 described this as “a disappointing set-back for the Ethernet community”, adding “Given the strategic importance attached to this key development, and the need to ‘get it right’, the decision by Openreach to ‘suspend’ whilst a fundamental re-assessment is undertaken is a decision which is welcomed by the CP community.”
BT said CPs could still place orders through the legacy system that EAD is meant to replace.
In its April report just out, the OTA2 said, “We are still awaiting sight of the plan for restarting the (EAD) programme and CPs are expressing concern that the time taken to get to a clear set of strategic goals for the system and for Openreach to share their thoughts on how any new model will work.”
OTA2 went on to say, “The Ethernet products are experiencing a deteriorating performance – there are problems with the delays in planning and the CPs are reporting increasing frustration with the responsiveness of Openreach in any direct communication (job controller answer times have increased significantly) and the jeopardy and escalation processes don’t seem to be as efficient as needed.”
Problems with Ethernet ordering may also affect perceptions that Openreach ignores the needs of business customers. OTA2 said that during summer (2012) a number of CPs complained to Ofcom that “Openreach was not addressing the needs of business-focused CPs and their customers, leading to unacceptable levels of service for this group of CPs.”
CPs and Openreach started to review possible improvements for copper-based products (WLR, ISDN, MPF and SMPF). “Good progress has been made against the Q1 objectives and those for Q2 agreed,” OTA2 said. “A suite of Business KPIs has been developed, which have identified some key variances with industry as a whole, which are now being collaboratively analysed for root cause and to develop appropriate service improvements.”
In other news OTA2 reported that there were 9.02 million unbundled lines, 6.15 million WLR lines and 2.15 million numbers using CPS.