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BT Openreach Update

Below is a communication sent to the industry by Openreach yesterday 24th March 2020.

Openreach Communication Update

Declaration of Matter Beyond Our Reasonable Control (MBORC) on ALL products, effective 24th March 2020 23:59

Openreach provide much of the cabling infrastructure in the UK and engineering resource, the declaration of MBORC is a contractual provision contained in all Openreach contracts which releases Openreach from liability under the relevant product terms and conditions in certain circumstances. The relief removes Openreach from any contractual SLAs and SLGs. The declaration affects all products from Openreach and will also affect providers who rely on Openreach engineering to deliver their services.The products affected include (and is not restricted to) the list below:

  • Superfast and Ultrafast fibre broadband (FTTC, FTTP)
  • ADSL broadband (ADSL, ADSL2+, Annex M)
  • Land lines (PSTN, ISDN2, ISDN30)
  • Leased lines
  • New Sites

Openreach will now prioritise only the essential work and absolutely minimise work that requires their engineers to enter end customer premises. Provision work carried out by Service Delivery and Fibre and Network Delivery will be limited to:

  • Self-install activities (i.e. where there is no engineering visit to the end customer premises)
  • Service to vulnerable end customers (in-home and carried out safely, only where essential)
  • Those end customers who have no other form of broadband or telephony available – Openreach will look to deal with these via escalation channels jointly with providers to find a solution that doesn’t require a home visit
  • On-premises work for critical national infrastructure customers (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government)

With immediate effect:

  • Appointment books will be closed for new appointed provision with books moved out to 1st June 2020
  • Openreach will attempt to complete appointed in-flight orders outside of the premises
  • Non appointed orders will continue to go ahead where no visit is required to go to the premises (transfers, upgrades to Fibre to the Cabinet)
  • Repair books will remain open at this time - Openreach are reviewing non urgent repair
  • Engineers will be asked NOT to enter the end customer premises and to enable/restore service where possible from outside of the premises
  • Openreach will ask providers to help them identify Critical Network Infrastructure and vulnerable end customer tasks in order to prioritise these

 What does this mean for delivery of our communication products and services?

Leased Lines

3C Technology provide leased line services delivered from a number of carriers. At this moment in time, all carriers who utilise Openreach engineering for delivering their services will be affected by the Openreach MBORC declaration. The list of providers includes:

  • Openreach
  • TalkTalk
  • BT
  • Vodafone

As per the MBORC declaration, priority will be given to the customer types listed above subject to resource availability.

At this moment in time Virgin Business are reporting services and repair is in place for 'On Net' services but business processes now include the advice given by the government on COVID-19 and the safety of their engineers.

Broadband Services

As many of our Broadband services rely on the fixed line (PSTN) service delivered by Openreach, provision and repair services will be affected by the Openreach MBORC declaration.

Openreach - Fixed and IP Number Porting (Affecting most UK number porting)

We have been informed this morning that the Openreach Number Portability helpdesk has been closed. This means that across the industry, it will not be possible to initiate any number ports, or get updates on the majority of orders. We understand discussions are underway with Openreach, Other Licensed Operators (OLO) and the Office of the Telecommunications Adjudicator (OTA) to find a way forward.

Products affected:

  • 3C Cloud Voice and SIP trunk orders which require number porting
  • Fixed lines involving number ports
  • Inbound number porting

In common with the rest of the industry, our provisioning team will no longer be able to call BT directly regarding any porting issues. Please note that the above is subject to change at short notice. We will continue to keep you updated via this web page with any changes as they happen.

 3C Cloud Voice provisioning and Hardware/Accessories

At present, the provisioning portals are fully operational and are available for new orders. Any orders that require number porting should be mindful of the current porting service restrictions in place across the industry (see porting section in this communication).

We are still able to dispatch hardware, and we will be monitoring the availability of postal and courier services closely.

The UK is currently experiencing high levels of demand for both IP phones and accessories. However we may have to limit the number of Power Supply Units (PSU) to 5 per complete order. At present, we have access to good stock levels of all IP phones and headsets, however, we do need to advise that delivery may be delayed at this exceptionally busy time.


O2 Migrations
We have been advised that there is an issue at O2 affecting the whole industry, that may prevent or delay migrations on their network. This is due to network support centres, who oversee these changes, being based in India where staff are affected by a lockdown in place due to the COVID-19 risk.

O2 SIM Shortage
We have recently seen an increased demand for stock of O2 SIM cards. Unfortunately, given the current circumstances, we cannot commit to fulfilling requirements in full.

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