Ofcom has initiated an investigation into Openreach’s QoS performance and will provide updates in due course.
This follows Openreach revelation that it did not meet certain quality-of-service standards set by Ofcom for the 2022-23 financial year.
Ofcom, the telecom regulator of the United Kingdom, said its rules require Openreach to meet quality-of-service performance standards across the leased lines access and wholesale local access markets. These standards are implemented under the SMP Conditions imposed on BT under the WFTMR.
Ofcom said it takes compliance with the quality-of-service obligations seriously and the investigation will examine Openreach’s performance in respect of the year 2022-23.
Target for Openreach
Ensure that the mean Time to Provide completed orders is no more than 38 working days in each relevant year
Ensure that it completes 94 percent of provisions for MPF and GEA-FTTC services, on time; and
Ensure that it completes 85 percent of its repairs for faults that are subject to Service Management Level 2, on time.
Openreach performance in 2022-23
Openreach took a mean time to provide completed orders of 38.36 days.
Openreach completed 93.8 percent of provisions for MPF and GEA-FTTC services on time in London and the South East.
Openreach completed 84.2 percent of repairs for faults subject to Service Management Level 2 on time in Wales and Midlands.
The quality-of-service obligations were imposed to ensure that Openreach provides an appropriate level of service to its customers. The obligations are intended to be a lower bound, met under all but very exceptional circumstances.
Additionally, Ofcom oversees Openreach’s compliance with our Wholesale Fixed Telecoms Market rules, which aim to promote competition and investment in gigabit-capable networks. These rules require Openreach to meet specific performance standards for quality of service, ensuring that it delivers an appropriate level of service to its customers.