The Assure SMS trial, launched on 16 June, aimed to improve fault resolution by contacting customers via text message (SMS) in simple scenarios such as requesting ONT serial numbers or site access details. SMS gave customers a quicker, more flexible way to respond, avoiding delays that can occur in information requests when using the Assure portal (RFIs).

During the trial, 177 SMS messages were sent out of 637 RFI faults. This resulted in:  

• 57% faster responses – from 21 hours to 9 hours
• 28% improvement in service time
• 24% improvement in response rate - from 68% to 92%
• Strong engagement - 64% responded via SMS only, 24% via the BAU fault channel, 4% used both the BAU fault channel and SMS, and 1% responded via SMS followed by a call.

No concerns were raised about message authenticity, and feedback confirmed that the SMS communications were clear, well understood, and effective – demonstrating the effectiveness of SMS in streamlining fault resolution.  

The most common reasons for sending an SMS included:

• Checking ONT serial numbers – 52%
• Ethernet/CPE troubleshooting – 16%
• Missing ONTs - 14%
• Others: including incorrect addresses and “no one home” cards left by technician (COCLs).

Next steps

From 3 September 2025, the SMS process will be formally adopted into BAU for simple fault scenarios, including:

• ONT serial number check
• Address check
• Site access details
• Wrong ONT port being used
• CPE testing on an alternative ONT port
• Confirmation of service
• COCL (Customer Out, Card Left)
• Missing ONT
• Providing network damage details and confirmation to inbound callers

Fault tickets will be updated to show where SMS has been used. Complex faults will continue to follow the standard RFI process.  

Thank you for your support throughout the trial. We’ve allowed a two-week window to gather feedback and address any concerns ahead of the 3 September transition. For any questions or feedback, please contact our Channel Partner Delivery Manager Archana Deo.