Consultation: Upgrading broadband customers to superfast products

  • Start: 25 November 2019
  • Status: Closed
  • End: 23 December 2019

We are proposing changes to certain regulations that require Openreach to install new broadband connections within a set period of time. These changes would enable broadband companies to upgrade their customers to faster broadband products more efficiently.

Openreach has told us its wholesale customers want a more efficient and cost-effective way to upgrade existing retail customers to higher-speed products. So Openreach has worked with providers to develop a new process for upgrades to be made in bulk batches at a street cabinet, reducing the cost per customer.

Under this process, Openreach would wait for a sufficient volume of upgrades from a provider at a given cabinet before making those upgrades.

Given the potential benefits to broadband customers of using this new bulk upgrade process, we are proposing to exempt these types of orders from certain rules which require them to be installed within a set timeframe.

Update 27 November 2019 – revised document

Following clarification from Openreach, we have published a revised version of this consultation, without references to ultrafast broadband.

Main documents

Supporting documents

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Responder name Type
CityFibre (PDF File, 234.9 KB) Organisation
Federation of Communication Services (FCS) (PDF File, 144.1 KB) Organisation
Openreach (PDF File, 92.4 KB) Organisation
TalkTalk (PDF File, 141.9 KB) Organisation