TFM is keen to ensure that we continue to provide you with as much information as possible about our ability and our supply partners ability, to deliver your services as expected.

Please be aware that you may experience delay on any of our services and we thank you in advance for your patience.

TFM will endeavour to assist wherever possible but please be aware that we will have to operate within the guidelines.

What this means for Openreach

• Following the easing of lockdown restrictions across the UK, Openreach has decided that now is the time for all Service Delivery teams across the UK to return to the green working status
• From 29 April, all operational teams across Openreach will be working at green status
• From 29 April, Openreach will work in homes beyond the NTE/ONT including MI tasks, TRC and speed related issues
• Communications Providers can appoint these types of jobs with effect from this date

Engineers will continue to follow the Covid safe working guidance, carry out a personal risk assessment and minimise the time spent in homes and always ask the end customer to remain in another room whilst working.

For Fibre and Network Delivery (FND) – Ethernet and business connectivity

Openreach is operating at green working across the UK. All workstreams are in operation, following the FND safe working practices.

TFM is keen to ensure that we continue to provide you with as much information as possible about our ability and our supply partners ability, to deliver your services as expected.

We have received notification from BT Openreach that they are classed as key workers and therefore their engineers can continue to go into homes and businesses to undertake essential work. They have put in place some key changes as of the beginning of last week and they are detailed below.

Due to the knock-on effect of restrictions, please be aware that you may experience delay on any of our services and we thank you in advance for your patience.

TFM will endeavour to assist wherever possible but please be aware that we will have to operate within these new guidelines.

What this means for Openreach

Openreach has put in place, until further notice, the following key changes:

For Service Delivery (SD) – Consumer residential

Openreach will remain in Amber working across the UK, with processes remaining unchanged for

most journeys, specifically:

• Provision work for copper and superfast products will continue as per Amber working
• Repair work will also continue as per Amber working across products – i.e. working in the network and only going into end customer premises where needed on appointed Total Loss of Service

 However, Openreach will introduce the following changes for ultrafast products – FTTP, Gfast and

SOGfast:

• For new orders, the appointment books will be pushed out to March 1 and beyond. They will provide an escalation process to CPs in cases where the end customer has no existing broadband service or is receiving a service of less than 30Mbps (to help support home working and schooling)
• For inflight orders, Openreach will reschedule to March and beyond orders where the customer has an existing broadband service with Openreach above 30Mbps. They will work with CPs on the associated detailed process in the coming days
• Unappointed FTTP orders, such as Greenfield FTTP provisioning, will be unaffected

For Fibre and Network Delivery (FND) – Ethernet and business connectivity

Openreach will move to Amber working across the UK with the following provisos:

• Where essential businesses remain open (and CPs can give us safe access to the end customer premises), Openreach will provide Ethernet service end-to-end, while following safe working practices to complete the work
• Where safe building access or following safe working practices is not possible, then external build to the curtilage will continue
• Openreach will not do internal survey and network build work for FTTP brownfield MDUs, however they will continue to progress other FTTP build activities

TFM are keen to ensure that we continue to provide you with as much information as possible about our ability and our supply partners ability, to deliver your services as expected.

In line with our previous notifications, Openreach, since April have been prioritising critical infrastructure. With a number of restrictions being relaxed, Openreach are now able to progress most BAU orders.

Update to our COVID-19 approach for provision journeys

We’ve been progressing appointed work (e.g. SIM2 and FTTC with short lead-times and in-flight work) delivering in the network, without visiting premises, with a relatively high success rate (up to 70%). This gives us confidence that we can do more traditionally appointed work in the network, without visiting end customer premises and, as a result, we’re able to be reduce the lead times for WLR and MPF from the current 45 working days to our standard lead times.

For WLR, we are proposing to implement a process whereby Openreach will bring forward June appointments, where appropriate, on their behalf subject to availability of appointment

– Engineers will return to working inside end customers premises for:
o Short-duration provision
o Where the job is considered low risk
o When provision cannot be carried out externally, which remains our first preference

All work remains subject to resource and skills availability and will follow the shared priority principles where/if needed.

Voice/Broadband Field Provisioning

1. Engineer will attempt to provide the service by working in the network and close the job if successful
2. If unable to provide service externally, the engineer will go to the premises if it is a Critical Network Infrastructure (CNI) 1 /welfare/’Covid19 at risk’2 / specific key worker end customer without mobile/phone/broadband
3. The engineer will also now go to the premises for short duration jobs and close the job if successful
4. If not a CNI/welfare/at risk/specific key worker end customer, or the job cannot be completed in the short time (as per the above) the engineer will further the task for reappointment by Openreach (note: currently this will be 21 days out)
5. If CNI/welfare/Covid-19 at risk/specific key worker, or for short duration jobs, the engineer will ask the end customer the ‘3 risk assessment questions’
a) If the answer is ‘yes’ to any question, the job will be sent to the Openreach case management team to liaise with the CP and PHE to explore alternative solutions
b) If the answer is ‘no’ to any question, the engineer will enter the premises following the Openreach safety protocol to complete the job to the master socket (no extra work performed)

Ethernet, Optical, Cablelink, DFX, PIA Field Provisioning

1. For ‘network-only’ products – i.e. Cablelink, DFX, PIA – engineers will provide the service by working in the network and close the job
2. For other products – Ethernet, Optical – engineers will first progress the work up to the end customer curtilage
3. The engineer will then only go to the premises to complete the provisioning task if it is ‘Critical Network Infrastructure (CNI) Covid-191’ or a ‘standard CNI’ job
4. If not a CNI Covid-19 or a ‘standard’ CNI job, the engineer will stop at the curtilage and delay the job
5. If a CNI Covid-19 or a ‘standard’ CNI job, the engineer will go to the premises and assess the risk level
a) If the risk level is deemed too high, the job will be sent to the Openreach case management team to assess options with the CP
b) If the risk level is deemed acceptable, the engineer will enter the premises following the Openreach and end customer safety protocol to complete the job

Updated Guidance for Customers

To protect our people and end users, we are asking our customers to help us make their home safe pre visit.

Due to the ongoing COVID-19 situation we wanted to make you aware of some changes to our processes to ensure we keep your end users and our engineers safe. We also have a couple of things to ask you to do to ensure we can provide service as quickly and safely as possible. When you’re in contact with your end user about our visit we need your help setting expectations for the day, including what they can do before the engineer arrives.

Our engineers will do all they can to get you up and running without entering your premise. However, there may be instances where we need to enter the premises for a short duration. In case this is needed, please can you ask your end users to do the following 3 simple steps in advance of our engineering visit:
1. Please clear a path to the main telephone socket (if you have one) and/or comms area
2. Please wipe down any surfaces around the telephone socket and/or comms area our engineers may come into contact with
3. Please open any windows or doors if possible where the engineer will likely have to work

Please also help us to set expectations for the end user on the day:
1. On the day of the visit our, engineer may contact you asking a number of screening questions which will allow us to identify if any circumstances have changed e.g.
• Is anyone onsite experiencing any coronavirus symptoms?
• Has anyone onsite been in contact with a confirmed coronavirus patient in the past 14 days?
• Does anyone onsite have anyone at home self-isolating for 7-14 days?
• If the assessment is successful, an appointment will be agreed.
• A site risk assessment will be carried out by the engineer on the day, before work commences on site.
2. If an engineer does needs to enter your premise, please be aware that they may put on a mask and/or gloves
3. Please keep 2 metres social distancing from the engineer and if possible move to a different room

Identifying and prioritising “Covid At Risk” end customers

Based on PHE’s advice, we seek to work with you to help identify “Covid At Risk” customers so should we need to, we can prioritise these orders and faults.
Please note, where applicable, the Openreach Welfare process remains in place and below is a supplementary process to this.
Criteria:
1) The end customer meets the PHE’s criteria for “Covid At Risk” & equivalent for Northern Ireland, Scotland & Wales – https://www.gov.uk/government/publications/guidance-on-shielding-and-protecting-extremely-vulnerable-persons-from-covid-19/guidance-onshielding-and-protecting-extremely-vulnerable-persons-from-covid-19
2) The end user has no working telephony and/or Broadband service
3) The household does not have access to a mobile
If criteria 1, 2 and 3 are met we will ask you to highlight this on your CRF order form
We also ask you to establish if the end customer/anyone in the premise are showing symptoms. We will follow appropriate processes based on the answer to protect your end users and our workforce.

What Openreach will do:
• Openreach will try to provide service up to the premises
• When safe to do so, Openreach will complete the work in the premises (this could be on the day if safe or a mutually agreed later date)
• If Openreach are unable to provide service on the day we will work with you through your order manager and Openreach case management team so we are able to provide a temporary solution

If you have any queries or questions, please do call into the your TFM account manager or Customer Service team.

TFM are keen to ensure that we continue to provide you with as much information as possible about our ability and our supply partners ability, to deliver your services as expected.

We have received notification from our courier service that they are now changing the way they operate for the foreseeable future, due to the impact of COVID-19, on normal working practices. Please see the main points below:

• Collection slots will be limited between 10:00-13:00 and collections cannot be guaranteed; this may impact despatch of NBD requests
• Please ensure any requests for next day delivery are submitted as early as possible to increase chance of fulfilling your request
• In order to protect drivers and customers alike from the risk of infection whilst delivering parcels we are approving a temporary change to the POD signature requirements. This change is effective immediately until further notice
• If there is a safe place parcels can be left, please advise your TFM order contact accordingly

Deliveries to a Business Premise
• Please advise your TFM order contact would like you to place the parcel maintaining a 2-meter distance from business staff wherever possible
• Due to the fact that we are taking extra precautions over Coronavirus, we do not require a signature
• The courier will ask for the recipient’s name and enter into the surname field

For Deliveries to Residential Addresses
• Courier will place the parcel on the doorstep
• Knock on the door
• Step back two meters
• Explain to occupant that due to extra precautions over Coronavirus, we will not require a signature
• Courier will ask for the recipient’s name and enter into the surname field

If no one answers the door – delivery will be carded in the normal manner and returned to base.

For “leave safe parcels” that have specific leave safe instructions provided
• Courier will leave parcel in a safe place
• Courier will put a card through the door stating where the parcel is left
• Courier will take a photograph showing the parcel and surrounding environment to identify location

In the event of any claim for Non Delivery on the “Signature Required” Parcels GPS data from the Epod device will be used to challenge.

TFM will endeavour to assist wherever possible but please be aware that we will be required to operate within these new guidelines.

We have received notification from our courier service that they are now changing the way they operate for the foreseeable future, due to the impact of COVID-19, on normal working practices. Please see the main points below: 

• Collection slots will be limited between 10:00-13:00 and collections cannot be guaranteed; this may impact despatch of NBD requests
• Please ensure any requests for next day delivery are submitted as early as possible to increase chance of fulfilling your request
• In order to protect drivers and customers alike from the risk of infection whilst delivering parcels we are approving a temporary change to the POD signature requirements. This change is effective immediately until further notice
• If there is a safe place parcels can be left, please advise your TFM order contact accordingly

Deliveries to a Business Premise

• Please advise your TFM order contact would like you to place the parcel maintaining a 2-meter distance from business staff wherever possible
• Due to the fact that we are taking extra precautions over Coronavirus, we do not require a signature
• The courier will ask for the recipient’s name and enter into the surname field

For Deliveries to Residential Addresses

• Courier will place the parcel on the doorstep
• Knock on the door
• Step back two meters
• Explain to occupant that due to extra precautions over Coronavirus, we will not require a signature
• Courier will ask for the recipient’s name and enter into the surname field

If no one answers the door – delivery will be carded in the normal manner and returned to base. 

For “leave safe parcels” that have specific leave safe instructions provided

• Courier will leave parcel in a safe place
• Courier will put a card through the door stating where the parcel is left
• Courier will take a photograph showing the parcel and surrounding environment to identify location

In the event of any claim for Non Delivery on the “Signature Required” Parcels GPS data from the Epod device will be used to challenge.

TFM will endeavour to assist wherever possible but please be aware that we will be required to operate within these new guidelines.

The TFM core network and services continue to operate to SLA and our customer service team and service desk is handling all customer requests as they arise with no issues. 

We have however received notification from BT Openreach that they are now changing the way they operate for the foreseeable future, due to the impact of COVID-19 on normal working practices. The main points of which are detailed below.  

In essence, unless your organisation falls into the Critical National Infrastructure category, defined below, then please expect delays to the repair and provision of services.  

TFM will endeavour to assist wherever possible but please be aware that we will have to operate within these new guidelines.

Openreach have advised that with immediate effect: 

• Openreach appointment books for new appointed provision orders are being moved out to Monday 1st June 2020. However, this may be reviewed due to the current circumstances.
• Openreach will attempt to complete appointed inflight orders outside of the premises.
• Non appointed orders will continue to go ahead where no visit is required to go to the premises (transfers, upgrades to Fibre to the Cabinet).
• Repair books will remain open at this time. However, Openreach are reviewing non-urgent repair processes.
• Engineers will be asked NOT to enter the end customer premises and to enable/restore service where possible from outside of the premises.
• The Openreach Emergency Helpdesk will remain open. However, all business as usual contact centres have now closed.

Due to the effects of extensive Government restrictions across the UK, Openreach have announced that they will be declaring a MBORC (Matters Beyond Our Reasonable Control) for provision, repair, missed appointments and the availability of appointments on a national basis.

The affected products are as follows: 

• Wholesale Line Rental (WLR)
• Local Loop Unbundling (LLU)
• Fibre to the Cabinet (FTTC)
• Fibre to the Premise (FTTP)
• GFAST
• Ethernet Access Direct

As part of our overall Business Continuity Plan we have implemented a series of immediate measures to ensure TFM continues to deliver the a high level of service and the continuation of customer service is at the forefront of our operations.

The measures we have introduced include:

• We have already invoked a working from home policy as of March 13^th

• Undertaken business impact assessments across our sites to identify and prepare for the continuation of services under a worst-case scenario.

• Implemented revised attendance patterns for all TFM staff and key service partners, with 24×7 shift cover in place to maintain critical services.

• Advised all staff to consider the need for face to face meetings and temporarily suspended attendance of conferences and events.

• Monitoring traffic and internet usage patterns across the TFM Core network as traffic usage changes

We are also in close dialogue with our supply chain partners and the below messaging is from Openreach with regards to engineering practices.