Incident Details

Resolved [05/08/2022 11:01]

Investigating [27/07/2022 11:54]

The Communication Workers Union (CWU) has voted for industrial actions and announced that BT members (engineers and contact centre members) will be serving notice for strike action.

Strike activity will be on Friday 29th July and Monday 1st August.

== Broadband (DSL, FTTC, EoFTTC, EFM & FTTP) ==

• Existing appointments: Appointments booked for Friday 29th July and Monday 1st August will go ahead.
• Missed appointments: Please follow the re-appointment process.
• Appointment books: Friday 29th July and Monday 1st August are now closed. No more appointments can be made on those two days.
• Repair: Openreach will prioritise Repair and endeavour to hit their SLA's using contractor resource & direct labour, but will prioritise Critical National Infrastructure as they did under COVID.
• General contact: This will be unaffected, as it's run by an offshore contractor.
• Escalations: Openreach escalations are processed by on-shore direct labour, so we may see some degradation in the 4-hour SLA both during the strike period and 2-3 days after, please only escalate further for critical orders. Escalations routes for DSO / Welfare / Critical National Infrastructure cases will still be handled, but may be subject to delays.

== Leased Lines ==

• Appointments: As these are booked a week in advance, Openreach will only offer a handful of installs / surveys on Friday 29th July and Monday 1st August. If they are booked in, you can consider them to be honoured.
• Service Desk: Openreach use on-shore staff to process service requests therefore we may see some degradation in service levels both during the strike period and 2-3 days after, please only escalate for critical orders. Openreach will prioritise DSO, followed by High Level Escalations and then General Enquiries.
• Repair: Openreach are confident they can still hit the 5-hour fixed SLA. If repair activities slip outside of this SLA, the priority staircase listed below will be used.
• Escalations: Openreach escalations are processed by on-shore direct labour, so we may see some degradation in the SLA both during the strike period and 2-3 days after, please only escalate further for critical orders. Escalations routes for DSO / Welfare / Critical National Infrastructure cases will still be handled, but may be subject to delays.

== Wholesale Line Rental (PSTN & ISDN) ==

• We expect these to be handled in the same manner as broadband (above).

Please feel free to direct any enquiries to our support team.