Informer 287: 30 September 2015

We have standardised our process for applying charges to orders that are cancelled for BUBA, EUBA, VDSL, Baseband, UCLL and Sub Loop UCLL to ensure they are consistently applied to provide you with certainty of costs.

What's happening?

In Change Notification 87 issued 20 May 2015 we postponed the introduction of changes to how we apply cancellation charges.

From 1 November 2015 we will be implementing an updated process that will consistently apply charges for cancelled orders as set out below. These charges reflect the costs we have incurred in processing your order.

For BUBA, EUBA and VDSL there is a Pre and Post Truck Roll charge. For UCLL, SLU, Baseband there is an Abortive Site Visit charge that applies if an order is cancelled after a truck roll has been confirmed.

In all cases we will attempt to contact the service companies to cancel the confirmed truck roll.  However, if the truck roll has been confirmed in the schedule, the Post Truck Roll Cancellation or Abortive Site Visit charge will apply. 

This process will not change any of the current Customer Out Card Left (COCL), Customer To Advise (CTA) and Abortive Site Visits (for EUBA, BUBA and VDSL) processes, which will be reviewed in 2016.

More detail on this change is available on our website. Your Service Delivery Manager will be in contact to organise a meeting to take you through the changes.

Who do I contact?

For more information please contact your Service Delivery Manager.