FTTC (Fibre to the cabinet) is based on a BT plc t/a Openreach product that is Ethernet from exchange to premises service that uses VDSL at the cabinet to an Ethernet port on a VDSL modem at the premises.
The nice thing about an Ethernet service is that faults are very clear cut - the Ethernet packets either flow or they do not. There are grey areas but they are the minority.
With this service the BT VDSL modem works to get sync on the line and present Ethernet packet to the end user's equipment (a router of some sort).
Now, this has a massive advantage over normal ADSL. The issues with any DSL service are the modems and the physical copper pair used. With FTTC the modem is BT's responsibility. If it is not working, they fix it. It adds to the install cost over normal ADSL, but is well worth it if you have a fault.
If there is a fault then BT have to fix it. Simples.
But they are making a change, a very very detrimental change, to the service they provide to us. Now, making this change as a new service they offer is one thing but changing the service we already have is a different matter. There is a clause covering changes to terms and it does not allow them to make unilateral changes which are detrimental to the service. So we are planning to formally reject the change to the T&Cs.
They are changing the service to wires only where they will not "support" the modem they provided.
This is a massive change. This puts us in the realms of SFI charges like ADSL lines, and having to provide modems to customers. This is a massive backwards step.
But it is not even a simple case of a new "wires only" service being the only one on offer. They will sell the "with modem" service until late next year but within a few months they stop "supporting" the supplied modem even on a service with a 12 month min term. How the heck can that work? If the service fails because of the modem then who fixes it?
If they sold the modem then Sale of Goods Act would expect it to work more than three months even.
And what of all of the existing services? A service that is delivered to the Ethernet socket on the modem? They plan to disown their own modem that is part of that service?
To be honest I don't care if they "support" the modem or not - if the service, being a service to the Ethernet port, is not working, then they have 40 clock hours to make it work. If they don't "support" the modem then they can find who does support it and get them to fix it - I don't care - I pay for a service to that Ethernet port and I expect it to continue to work as long as I have the service...
I have to say this is a fiasco.
I hereby formally reject the change to BT plc's T&Cs introducing this change to existing FTTC services as it is detrimental to the service provided and as such against the terms to apply this change.
What the hell are they thinking of?