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Author Topic: ISPs and Openreach UK Working to Improve Broadband Repairs  (Read 153 times)


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ISPs and Openreach UK Working to Improve Broadband Repairs
« on: March 07, 2018, 10:55:51 AM »

The Office of the Telecommunications Adjudicator (OTA2) confirms that UK ISPs have raised a new Statement of Requirement (SOR) request to encourage more data sharing for both ADSL and FTTC (VDSL2) based broadband products, which could result in a more effective engineer repair process.

At present getting Openreach or BTWholesale to correctly identify and repair a broadband relate problem on traditional copper lines can sometimes be an exercise in frustration, which may occasionally result in a situation where even repeated visits by an engineer will be unable to find the fault and this can be very costly. Over the years we’ve written various articles about the challenges involved.

    OTA Statement

    “Traditionally fault finding has either gravitated to a bearer (WLR or MPF) issue – namely does the [copper] line conform with the SIN 349 standard, or to a service component for either ADSL or VDSL.

    Where a hard, physical, network fault can be identified then the level of success in finding and resolving faults is high. Unfortunately, finding physical faults can be difficult as problems can be intermittent or affected by external conditions or issues within the home.

    These harder to identify faults can limit the options available to a CP, leading them to report problems where none can be found (CDTA – Conscious decision to appointment) or leading to them raising an SFI (special fault investigation) request.

    CDTA is a blunt instrument for broadband as no information is passed to Openreach to help identify the problem, so the Openreach engineer tests the line and inevitably gets the same result as the CP – no fault found.”
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