Telecommunications Adjudicator update for April 2023

An update on the principle areas of project activity being led by OTA2 in April 2023.

See the latest charts

At the end of April 2023, the number of unbundled lines stands at 7.29 million. There are 3.19 million WLR lines and the number of telephone numbers using CPS is 1.64 million.  *

The following is an update on the principal areas of project activity being led by OTA2.

Passive Infrastructure Access

Health and Safety, and good working practice continues to require attention across industry.

Operational performance remains good.

The OTA2 framework for incident management: Discussions with Openreach are ongoing regarding the best way to signal an incident to CPs and an automated mechanism for enabling that to happen. In addition, OTA2 are developing plans for an industry workshop to look at both sides of the process

Active workstreams currently running to improve the product and its usability for CPs are:

  • NA Evidence and quality documentation for CPs to able to instruct their field resources.
  • Connecting Customers
  • Incident Management


Demand and performance has remained steady c1600 orders and c1200 completions with a workstack at around 21000 orders. The Openreach SIP to look at task closure delays and how these can be managed and closed as quickly as possible is ongoing.

New instructions listing where to provide the return details for RO2 maps have been briefed to CPs, this is part of the work looking at removing causes of unnecessary delay.

Copper and Fibre

Openreach has completed its detailed review of the FTTP post-Point of No Return cancellation charge and Abortive Visit Charge which had resulted from the CP request to amend the FTTP contract to align with its existing policy. This request was made in Q4 21/22. Some CPs are concerned that after a 14-month review Openreach has notified and briefed its new policy prior to any substantive discussion with industry.

Openreach has agreed with OTA2 to run industry engagement during Q1 2023/24 to review FTTP metrics. This activity has now commenced and will run through to late summer. The expectation is that the metric set will include some of the existing SLA/SLGs and also metrics currently shared by the service managers with CPs. The aim is to define a set of Key Performance Indicators which are appropriately supported, relevant and recognised by Openreach and Industry and which will effectively track the end customer experience.

All-IP Steering Group

Openreach had previously communicated that it would be ceasing services within the Salisbury and Mildenhall trial areas in April 2023.Openreach are introducing service measures to prompt end customers to contact their CP. These are applying speed reductions to FTTC and applying outgoing call redirection to credit control numbers.

The changes include:

  • Gfast will not be in scope for FTTC speed degradation
  • ISDN30 will not be in scope for Route to Credit Control
  • Remote call forwarding will not be removed as part of Route to Credit Control
  • When requested and agreed, Openreach aim to remove FTTC speed degradation and Route to Credit Control within 24 hours (except on weekends)

These measures are being applied in batches through April to end-July. Cessation of services will now be no earlier than 09 October 2023, with at least 4-weeks’ notice provided.

Industry has now submitted its SoR to support the migration of analogue lines to All-IP, where a telecare alarm is located at the customer premises. The latest version of the draft process has also been discussed with the TSA and LGA and further feedback incorporated.  Further dialogue with the Telecare industry and other non-engaged CPs will commence late May.

Consumer Switching & Number Porting

The ‘One Touch Switch’ Process (OTS) for Residential Customers and Gaining Provider Lead (GPL) for Business Customers

OTA2 continue to be engaged with industry for both OTS and GPL Business Switching Process Design initiatives.

The revised Ofcom General Conditions (GCs) came into effect on 3 April 2023 – it should be noted that the new GCs are not restricted to switching (OTS or GPL) and include other requirements that communications providers need to be compliant to.

Residential Switching

TOTSCo (The One Touch Switching Company) has been created to specify, deliver, and run the OTS Hub. To receive both the latest news on the technical and commercial updates for the TOTSCo Hub, please register on the TOTSCo website (registration is free). The latest versions of Message Specifications, API and Process documents have been published and are available from the TOTSCo site.

Business Switching

Business switching is being led by members of the Gaining Provider Lead Business Steering Group GPLB-SG).  A website is now available for all at: which contains an initial library of documents created and published by the GPLB-SG, with more to be published as work progresses. Included on the website is the first Bulletin issued by the GPLB-SG and the first draft process (see below)

The DDG (Draft Design Group) has created and distributed for peer review a first draft of the GPLB switching process.

Both OTS and GPLB process have also been assessed when associated to a Number Port activity, when the end customer is switching their NBICS service (fixed voice), which has identified a number of interactions with the Porting process that require review and possible modification to optimise the switching journey – please see ‘Porting Improvements’ for more details.

Porting improvements

The NPPCG have initiated and investigation into the introduction of a new facility in porting to replace or supplement ‘Cancel Other’, which is increasingly seen as incompatible with the revised General Conditions applicable to Switching customers through a Gaining Provider Led process.

Related to the move to All-IP, CPs should be aware of the upcoming ‘stop sell’ and withdrawal of Openreach WLR service (analogue PSTN). More information about WLR withdrawal can be found at the Openreach portal:WLR Withdrawal ( and if CPs wish to reach out for assistance then they should email

Supplier of Last Resort

OTA2 continue to work closely with industry in this area and are collaborating to produce a more detailed background and problem statement, which will highlight the more typical VoIP trading model and identify ‘points of failure’ in this set-up, including ‘cloud’ based solutions.

Service Levels

Copper & Fibre Provision

Openreach FAD (First Available Appointment Date) performance nationally, over the 5-day period ending 1 May 2023 was as follows: -

Service Installation type FAD First Available Appointment Date (Backstop SLA = 12 days)
FTTC (MI)5.9
FTTC (SI)7.3
FTTP (MI)9.6


  1. MI and SI are Managed-Install and Self-Install orders
  2. FTTC is Fibre to the cabinet
  3. FTTP is Fibre to the premises
  4. SOGEA is Single Order Generic Ethernet Access
  5. GFAST is Fibre-base Ultrafast Broadband

Copper Repair

LLU and WLR ‘on time repair’ performance has seen a downward trend for LLU and WLR, achieving a 4-week rolling average of 86.2% and 83.0% respectively, by week ending 28 April 2023.


Due to the performance data not being available this month, the Ethernet KPI charts have not been updated.

*The figures quoted exclude BT downstream connections

David Halliday signature

Signed David Halliday