As we continue to look for ways to improve the customer experience we have identified a change that will benefit your customers’ when installing Basic VDSL.

What's happening?

You have the opportunity to decide if you would like to take advantage of the improvements being introduced from 1 February 2015.

What's the detail?

From 1 February 2015 you will have the opportunity to opt into a new process when ordering a Basic VDSLconnection using a New Broadband or Baseband connection and wiring request.

This change will benefit customers as they won’t be left without a broadband service as we will install a EUBAconnection if the Basic VDSL service is not available at the time of installation. You need to opt into this process if you would like your customers’ to benefit from this change. When submitting a Basic VDSL new connection or a Baseband connection and wiring order please note in the service company instruction field “please use roll forward process if required”.

Any applicable charges will be applied which could include change plan, connection and wiring etc.

Another change taking effect from 1 February is the change to the information that we provide on a failed install for all naked copper broadband requests. We will now provide you with the more information regarding what work was completed to resolve the failed install. There is no need to opt in for this process change.

Who do I contact?

For more information please contact your Service Delivery Manager.