An update on our Intact Support scope and the results from our most recent trial on our project page.

Extending Intact Support to Connect & Replace

Last year, we implemented Intact Support for Connect Primary orders with a Grey or Black Status ONT. Based on the customer experience improvements recognised by this process, as outlined at the Product Forum in December, we have now extended the process for Connect & Replace orders. This extension took effect on 24th February.

Results from the Intact Support for Green Status ONT Trial

At the Product Forum in December, we also shared the results and review of a trial testing Intact Support for Green Status (online) ONTs. In the attached pack are the results and review of that trial, and these are now available on our Intact Support page. 

In summary, we found there was limited benefit providing Intact Support for Green Status ONTs and some negative impact on customer experience. As a result, we decided not to include these orders in the Intact Support scope.

Contact

For any queries please contact your Service Delivery Manager.