As reported, OFCOM are working on new rules for Openreach to fix faults within 2 working days.
At present, for broadband, the target fix times are 40 clock hours, or 20 clock hours for a higher priority maintenance, or 7 clock hours for the highest maintenance option.
40 clock hours is always less than 2 days (48 hours), and 2 working days could be 120 hours over a bank holiday weekend.
I really hope BT don't use OFCOMs new rules to change to longer SLAs than they currently have in place.
(Note, BT rarely actually work at the 40 clock hour target, especially over weekends, but if they had a target of 2 working days, it would clearly be worse).
So really, what we need, is not "quicker fault repair" but more of "actually work to the targets already agreed". What we need is much more substantial compensation for failing to meet the targets they set themselves in the contract.
We need BT to actually work to current targets and pay if they don't!
At present, if BT miss a 40 hour target they pay a tiny penalty to the ISP, literally something like £1 a day for 5 days. Then, they pay no more - so even when 40 hours is missed there is no urgency at all. They should be paying tens of pounds an hour for missing a target, in my opinion, as that would maybe motivate them to work to existing targets. We have this crazy situation where, if they miss an appointment, they have no system to not consider the fault extra urgent after they have screwed up. They don't even deploy the same extra effort as they would for "7 hour fix" fault once a 40 hour fault gets to 33 hours in, which seems broken to me as that is what the fault is at that point!
As an aside, and we have asked BT to explain this, BT have admitted that the 7 hour fix option from BT Wholesale apparently does not have any SLA for the engineers working for Openreach to actually try and meet that 7 hours! This is a somewhat daft thing to say as the engineers working for British Telecommunications plc trading as Openreach work for a company that has a formal contract with Andrews & Arnold Ltd to try and fix within 7 hours. So there is an SLA in place on those engineers. BT try to pretend that is not the case, but they cannot get away from the fact that they are one legal entity and that legal entity has a contract to which they are expected to adhere. We await their response on that one.
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