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News & Insight
- Openreach’s Exchange Upgrade & Migration trials: What you need to know
- 4 reasons full fibre outperforms copper every time
- Partner Roadshow 2020: Follow the fibre
- Enhanced Monitoring: Unleash the power of data(2)
- One Customer Desk: Becoming easier to do business with
- 7 reasons you don’t want to miss the Partner Roadshow
- Case study: Using powerful data to drive fibre upsell for our Partners
- Digital Britain 2.0: Comms Vision 2019 highlights
- Capacity Europe 2019 highlights
- 6 reasons to add G.fast to your connectivity portfolio
- Could EoFTTC hit the sweet spot for your customers?
- 3 things we learned at Channel Live 2019
- 5 reasons to visit us at Channel Live
- Harnessing Google's digital marketing insights to boost your business
- How to use robotics to improve business operations
- Q&A with Simon Leather at Connected Britain 2019
- Fibre and the channel: Busting the myths
- International Telecoms Week 2019: Meet the team
- Key takeaways from the Connectivity Matters Summit 2019
- Why the WLR switch off is an opportunity, not a threat
- 4 insights to reduce churn and stay one step ahead
- What we learnt at our first Partner Roadshow
- 5 ways to support your customers’ digital transformation
- Our COO's tips for winning business through customer experience
- Telco forecast: What to expect in 2019
- Top 5 network insights
- What's Christmas without connection?
- 11 steps to reduce the risk of telecoms Fraud over Christmas
- Help your customers win more this Black Friday
- Rob's had a day to forget
- Comms vision 2018 Highlights
- Meet us at Capacity Europe
- Making Unified Communications reeeeeally simple
- The Third Wave of Connectivity Evolution……Ultrafast
- Soapworks - A home to be proud of
- Intro to Knowledge
- Proud to be keeping Britain connected
- Ofcom reports our managed broadband speeds ahead of competition
- Preparing for the second surge in remote working
- Accelerate your Homeworker opportunity with our data and insights
- The future of telephony - Our VoIP journey so far...
- Changing the way we communicate for the better
- TalkTalk Business delighted to announce our 'Covid-critical' broadband engineers have been awarded MBEs
- TalkTalk Business win ‘Best Wholesale Sales Team’ Award at the Global Carrier Awards 2020!
- Everything you need to know about G.fast
- Markets Unlocked – TalkTalk Business joins the debate on a full fibre future
- Helping our Partners to build back better
- TalkTalk Business win Best Fibre Connectivity Provider at the Comms Business Awards 2020!
- Improving Employee Well-Being During COVID-19
- We’d like to introduce you to our TalkTalk Business Product Solutions Team – Focusing on creating value for our Partners
- TalkTalk Business shares research whitepaper to help Partners address the mass shift to hybrid working
- G.fast or FTTP – What are they and how to make the right choice for your customers?
- Six Top Tips to Help Your Employees Stay Connected While Working from Home
- Workplace wellbeing: A checklist for your business
- How to get a better work-life balance when hybrid working
- The modern workplace
- Wholesale Virtual Event 2021 – Reconnecting with our Partners
- Wholesale Virtual Event: A faster future
- Important update – Openreach stop sell at selected Exchanges
- Hybrid Working Opportunities for the Channel - Our Roundtable Discussion
- Full Fibre is far better for the environment
- Top tips on how you can support your remote workers
- Your full fibre broadband overview
- TalkTalk Wholesale Services has been shortlisted for 8 Awards in 2021!
- TalkTalk Business Critical Infrastructure Update
- TalkTalk Business takes home a BESMA award
- We're finalists in the Global Women in Telco and Tech awards
- TalkTalk Business is a finalist in the Comms National Awards 2019
- TalkTalk Business’ MPLS network to be implemented at Multi-Academy Trust to drive efficiencies and save costs
- TalkTalk Business shortlisted for the CRN Women in Channel Awards
- TalkTalk Business picks up “Best Business” award at ITSPA this year
- Increased investment in our Partners
- Britain's businesses prepare for hyper- speed
- TalkTalk launches campaign to raise awareness of vulnerable connectivity
- TalkTalk Business offer businesses greater resiliency with Mobile Back-up
- Everything you need to know about IP Voice (VoIP)
- Important Notification of Change Freeze 2020
Previously, I detailed how TalkTalk Business is helping Openreach improve the speed of Ethernet provisioning across Britain. An important part of this involves looking at how TalkTalk Business is working with Openreach to reduce the Ethernet installation backlog. Currently, Openreach has a large number of orders that are over 100 days old. This means some customers have not been able to get connected to a high speed Ethernet connection for three, six, twelve months or longer.
As we all know, new Ethernet orders are broken down into categories to give an indication of how difficult the process will be for Openreach to install that circuit. On one end of the scale, Category 1 indicates the ducts and fibre are already present at a site so the connection process will be simple. On the other end of the scale, Categories 3 and 4 indicate neither ducts nor fibre are present, therefore the work that Openreach needs to do to get those orders connected will be complex and take much longer.
Due to their complexity and the need for civil engineering, Category 2, 3 and 4 installs typically experience lengthy delays. This can be for reasons outside Openreach’s control, such as the need to obtain permission from a council or land owner to work on their land.
Regardless of the need for civil engineering work, as an industry, we simply should not accept that complex orders take this long. Together with Openreach, TalkTalk Business has taken a structured approach to identify the specific root causes of these delays, trialling targeted solutions to overcome them. Those that were successful have then been adopted as new operational processes for future orders.
Our joint work with Openreach is helping us to achieve our target this financial year of a 50 per cent reduction in the number of TalkTalk Business orders that are over 100 days old, ensuring that British businesses get the fast internet access they need.
What specific steps are we taking to reduce the Ethernet installation backlog?
- We have dedicated teams with ring fenced people in TalkTalk Business and Openreach to address the three main causes of delays; civils, wayleaves and traffic management – Civil work involves obtaining council permission to dig up public land in order to install, maintain or repair equipment, whilst wayleaves are a similar legal agreement to undertake work on third party land. Traffic management also needs council permission and is relevant for any works that will impact traffic or pedestrian flow and require measures such as the installation of traffic cones or lights.
These are some of the biggest and most complex causes of delays, which can be seen in both city centres and rural land, so being more efficient with them is crucial to our success in clearing the Ethernet backlog. That’s why we’ve set up a ring-fenced team of experts solely dedicated to securing the rights and permissions for these works, helping to speed up the installation process.
- ‘Over, under, around and through’ – The process of digging up roads in the traditional sense in order to lay ducts and fibre can significantly extend the delivery time of new Ethernet connections. To overcome this challenge we have been working with Openreach on a process called ‘Over, under, around and through’. This process essentially explores if there are alternative, less disruptive ways of laying ducts and fibre to a premise such as micro-trenching and soft verge digging, as well as using telegraph poles for overhead cabling to avoid having to dig up the road at all. Where these approaches are available they can significantly reduce the timeframe for installs.
- Deep-dive into individual complex orders – Some Ethernet installations require not only engineer time, but also need more complicated works done in order to get the necessary cables to the property. In these cases, we work with Openreach to understand every aspect of the order, addressing issues early on so we can get these customers connected as quickly as possible.
- Regular conversations – TalkTalk Business has increased its daily direct contact with Openreach to discuss the status of open orders and make sure that they remain focused on orders that are over 100 days old.
We are committed to getting as many businesses up and running with an Ethernet connection as possible and both companies are proud of the strides we have already made together. The practices we have implemented have been beneficial to not only our customers, but the industry as a whole, helping British businesses stay relevant and competitive.
Stay tuned for the next blog post in this series, in which I’ll explain how we are working with Openreach to make TalkTalk Business not just the quickest, but also the easiest Ethernet provider to do business with.