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Update of NGA order cancellation codes

We all agree that the level of NGA order cancellation is unacceptably high, and we think that there’s real value in trying to better understand the reason for the cancellations so that we can work on potential solutions.

One strategy will be to change two of the codes from the list of cancellation reasons - opted to remain on DSL and changed to VDSL/ADSL and replace them with Health and Safety and Competitive offer taken up by customer (same RSP).

You will see the new codes in Chorus Portal and B2B from 14 February 2018, giving you time between now and then to update any CRM systems and ensure your staff are trained on the new code use. A guide to the use of codes can be found in the right hand menu.

If you have any queries or wish to discuss cancellation analysis, please contact your service delivery manager.