Openreach COVID-19 Update - 7th January 2021
TalkTalk Business is committed to keeping you informed of the latest updates from Openreach, as and when conditions change. Further to our last communication, we are writing to confirm some status alterations due to the implementation of the national COVID-19 tier system.
Engineering appointments update
For all products, Openreach have now updated all areas so they sit under an Amber Status due to the latest government tiering.
For Copper products, Engineers will only be entering premises to provision orders working up to the NTE/ONT or where an end customer has a Total Loss of Service requiring repair.
For Ethernet products, where essential businesses remain open (and CPs can give us safe access to the end customer premises), engineers will provide service end-to-end, while following safe working practices to complete the work. If engineers can't gain safe building access, or follow safe working practices, then external build to the curtilage will continue.
A full summary of the latest status can be found below, please note this includes updates on FTTP, GFast & SOGfast:
Important: Covid-19 new UK lockdown 05 January 2021
A reminder – NTE Shifts for Copper Products
Due to these restrictions, if your customer requires an NTE shift but their service is working, engineers will not be able to complete this under the current amber status. Any NTE shift requests will need to be placed on hold for at least 4 weeks, at which point the current lockdown restrictions will be reviewed by the Government.
If your customer has lost service and an engineer is required to install an NTE as part of a provision, this work will still go ahead to ensure your customer has connectivity during this difficult time.
A reminder – COVID-19 screening questions
In March, we advised you on questions that should be put to your customers before booking an engineering appointment. We recommend that the following questions should still continue to be asked:
- Has anyone in the premises been diagnosed with COVID-19?
- Has anyone in the premises been suffering from COVID-19 symptoms (such as loss of taste, temperature, persistent cough)?
- Has anyone in the premises been asked to self-isolate, or travelled to a COVID-19 high-risk area or country in the last 14 days?
The engineer may also ask the above questions on arrival. Should the customer confirm 'yes' to any of these questions, the engineer will not enter the premises and the job will be rescheduled for four weeks later.
If the answer to all of the above questions is 'no', the engineer will enter the premises to work up to the NTE/ONT only and they may take additional precautions, such as asking individuals to vacate to another room, to ensure their safety as well as the end customer’s employees.
We're here to help
TalkTalk Business will continue to monitor the situation and remain committed to supporting you and your customers, if you have any further queries please do not hesitate to contact your Account or Service Manager.