Incident Details

Resolved [12/01/2021 15:03]

Update [06/11/2020 10:37]

Following the announcement of a 4 week lockdown in England, which came into effect from midnight on Wednesday 4th November 2020, we are writing to provide you with a further update on Openreach engineering appointment. Should the situation change we will let you know.

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Engineering Appointments
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Openreach are now placing ALL areas in England under Amber Status for all copper products. Please note that these restrictions do not include any Ethernet products, which currently remain unimpacted. Engineers will only be entering premises to provision orders working up to the NTE / ONT or where an end customer has a Total Loss of Service requiring repair.

A full summary of the latest status can be found here:
https://cdn.interdns.co.uk/downloads/support-downloads/lockdown-overview-05-11-2020.pdf' target='_blank'>https://cdn.interdns.co.uk/downloads/support-downloads/lockdown-overview-05-11-2020.pdf

Due to these restrictions, if your customer requires an NTE shift but their service is working, engineers will not be able to complete this under the current amber status. Any NTE shift requests will need to be placed on hold for at least 4 weeks, at which point the current lockdown restrictions will be reviewed by the Government.

If your customer has lost service and an engineer is required to install an NTE as part of a provision, this work will still go ahead to ensure your customer has connectivity during this difficult time.

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A Reminder – COVID-19 Screening Questions
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In March we advised you on questions that should be checked before booking an engineering appointment. We recommend that the following questions should continue to be asked:

1. Has anyone in the premises been diagnosed with COVID-19?
2. Has anyone in the premises been asked to self-isolate, or travelled to a Coronavirus high-risk area or country in the last 14 days?
3. Has anyone in the premises been suffering from COVID-19 symptoms (such as loss of taste, a temperature, or a persistent cough)?

The engineer may also ask the above questions on arrival. Should the end user confirm 'yes' to these questions, then the engineer will not enter the premises and the job will be reappointed for four weeks later.

If the answer to the above questions is 'no', the engineer will enter the premises to work up to the NTE/ONT only and they will be taking additional precautions (such as asking individuals to vacate to another room).

We will do our best to keep you informed of any further changes to this situation.