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Taking orders

Kevin Galway

Information correct as of 27/03/20:

We’re still taking and fulfilling orders and we will do the very best we can to meet the needs of our customers over the coming weeks. The telecommunications industry is key to keeping people connected now more than ever. We are ready to help wherever we can.

I have an order for the installation of new services, will these go ahead?

This will depend on the services being installed and who by:

Openreach Analogue Lines & ISDN

If an appointment has been booked already, the engineer will attend to attempt the provision of service from external to the property. This is generally be completed using a ‘stopped line’ where there is already an existing socket connected to the cabinet that can be made live. The engineer will NOT enter the premises unless your business is considered as critical national infrastructure (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government). In cases where you are not considered critical national infrastructure, the engineer will defer the installation until a later date.

If you are yet to receive an installation date, you will be provided an appointment date soon. The appointment you will be issued with will be from 01 June 2020. If your business is considered as critical national infrastructure, please make a member of our provisioning team aware on 03300 888 999 to review the impact to your business and assess if an appropriate escalation is required to try and bring this forward.

Openreach FTTC

This appointment will still go ahead on an existing already installed Analogue line as no access is required to your property. If the service is due to go live in line with a new Analogue Line being installed, this will be reliant on that primary service being able to be installed as above.

Fibre Ethernet (DIA & EAD)

If your business is on the critical national infrastructure list our carriers will still be proceeding with installations however on a restricted basis with justification of criticality required.

Otherwise, all installation activities that require access to a customer’s premises, including but not limited to site surveys and fibre jointing, are now suspended until after June 1st. Our carriers will attempt to complete as much of the inflight orders from outside of the premises as possible, but if internal work is required, these will be rebooked post 1st June. Any orders that do not require on premise installation will proceed as normal, however these cases will be very limited.

Horizon & Mitel installations

If your business is on the critical national infrastructure list (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government), then we will still be attempting to deliver the service however this will be reviewed on a case by case basis. The review process will take into account the urgency and criticality of the requirement (in line with the UK Government Guidelines) to still go ahead for you, and also the risk and exposure to our staff.

Where possible and depending on the installation type, we will attempt a remote installation where our engineers will configure all of the equipment into a ‘plug and play’ state and then can guide you through the setup. Where a physical installation is deemed not safe or possible, we will discuss other options with you such as rolling out soft clients to enable the users to work remotely for example.

In any case, all planning and preparation will continue as normal so that when the risk is reduced, we are ready to install the systems.

I have an order to transfer my services to you from another provider, will these still go ahead?

If we are not installing any new services, then your order will not be impacted and will go ahead as per the expectations set by our team. If new services are being installed in line with others transferring, then the new services may be impacted however we can work with you to transfer any services in the background to enable the cost savings you’re expecting. To review the impact to any new services, please refer to the question “I have an order with you for the installation of new services, will these go ahead?”

I want to upgrade my service from ADSL to FTTC (Fibre to the Cabinet), can I still do this?

Yes you can, an upgrade to FTTC is done from the green cabinet in your local area and does not require an engineer to attend the property. In the current climate Openreach will have a reduced availability of engineers to complete this task, however it will go ahead as quickly as logistically possible.