Introduction
In September 2021, Ofcom confirmed its decisions to require providers to develop and operate a new ‘One Touch Switch’ process for all residential customers who switch landline and broadband services and to remove the existing Notification of Transfer process. In addition, Business customers must follow an industry agreed GPL (Gaining Provider Led) process for their voice and broadband switching. Details may be found in the Ofcom document in the link below
https://www.ofcom.org.uk/consultations-and-statements/category-2/simpler-broadband-switching
One Touch Switch (OTS) should provide a clear and consistent approach for end customers to switch both within and across networks, rather than the process being dependent on which Network Providers are involved.
Ofcom research shows that 41% who decide against switching were put off by the hassle of having to contact more than one provider and 43% were put off switching as they think it will be too time-consuming. Of those who do switch, 24% who contact their current provider face unwanted attempts to persuade them to stay.
Ofcom new mandated OTS rules will provide quicker, easier and more reliable broadband switching and should be in place by 3 April 2023* (OTS implementation date).
Openreach is committed to delivering some changes that will support industry in implementing the new OTS processes; this will allow CPs to develop their solutions in confidence of compatibility with Openreach.
Minimum Lead Time (MLT)
Openreach OTS developments only apply to migration journeys that are currently governed by the Notification of Transfer (NoT) process. The 10 working day NoT process will be removed, in its place we will establish new Minimum Lead Times (MLTs).
MLTs will be based on the different types of engineering work needed to fulfil the specific migration journey and whether the end customer would like to keep their number. MLTs are Openreach Minimum Lead Times, they do not include any processes that CPs need to undertake and they are based on the shortest delivery time for activities to be carried out. This is not a guide to engineer availability. In all circumstances the delivery date will be communicated as the CCD within KCI2.
The spreadsheet below contains detail of the new MLTs.
Cancel Other
Cancel Other functionality will be disabled in line with Ofcom’s Open letter to OTS Steering Group and fixed voice and broadband providers 12 May 2022:
“Cancel Other is no longer appropriate as a mechanism to prevent slamming
Cancel Other is a mechanism previously developed by industry to address concerns about slamming on the Openreach network when the enhanced Notification of Transfer (NoT+) switching process is used for intra-network switching. Requirements regarding the use of Cancel Other are included in the General Conditions currently in force. With the introduction of OTS on 3 April 2023 these provisions will be removed. One of the key benefits highlighted by industry in their proposal for OTS is that it will address slamming and Cancel Other is therefore not needed for this purpose.”
From OTS implementation date the below reason codes will be unavailable for OTS scenarios.
9120 SP REQUESTED CANCEL OTHER - NO AUTHORISATION GIVEN TO TRANSFER
9150 SP REQUESTED CANCEL OTHER - CUSTOMER HAS NEVER BEEN CONTACTED
9160 SP REQUESTED CANCEL OTHER - DELIBERATE ATTEMPT TO MISLEAD
9170 SP REQUESTED CANCEL OTHER - PURCHASED A DIFFERENT PRODUCT/SERVICE
9180 SP REQUESTED CANCEL OTHER - FAILURE TO CANCEL
9111 SP REQUESTED CANCEL OTHER - CURRENT CP INFLIGHT ORDER
9100 SP REQUESTED CANCEL OTHER - INDETERMINATE REASON
9140 SP REQUESTED CANCEL OTHER - LINE CEASE
We will also remove Cancel Other functionality from migrations with integrated Number Ports, however we will maintain Cancel Other on standalone Number Ports.
We will maintain the Working Line Take Over Reason Code as agreed with Ofcom and the OTS Steering Group.
9190 SP REQUESTED CANCEL OTHER - END USER NOT MOVING
Ceases
Openreach will maintain Managed Cease where it currently applies and Open Order Cease rules mean that there will be no changes for retailers to follow where they must raise their own Ceases on instruction from the hub.
The Minimum Lead Time (MLT) for most standalone ceases is either same day or next working day (exceptions apply); these MLTs will not be changed under One Touch Switch (OTS).
WLR 7 Day Rental Liability
From OTS implementation date Openreach will be removing the 7 day rental liability on WLR ceases which will allow same day ceases on WLR without any rental liability.
Further Information
If you have any questions about the Openreach changes, please get in touch with your Business Development Manager or Customer Experience Manager who’ll be happy to help.
For further information on OTS please see TOTSCo | Broadband switching made easy
* We note that Ofcom has an implementation date of 3 April 2023. Whilst Openreach is developing its systems to coincide with this date, they will be delivered in a switched off state and in the event this date were to change then Openreach would delay the switch on of its systems. Put another way, our proposals in support of One Touch Switch (OTS), including the removal of the 10 day Notification of Transfer process, will not be implemented until OTS has been launched.