BT To Repair Faults Within Two Working Days - Ofgem

New rules to underpin Openreach's performance on repairs and installations have been issued by Ofgem.

Telephone and broadband customers can expect improved line repairs and installations, under draft decisions which Ofcom has notified to the European Commission.

Under the changes, the vast majority of phone and broadband faults would have to be repaired within two working days, while most customers wanting a new line must receive an appointment within 12 working days.

The targets are expected to apply from this summer and are set out in new minimum performance standards for Openreach, the company that installs and maintains connections to BT's network on behalf of competing providers.

Should Openreach fail to meet the new targets, it would face sanctions from Ofcom, which could include fines.

Under the draft measures, Openreach must in future:

• complete around 80% of fault repairs within one to two working days of being notified;

• provide an appointment for around 80% of new line installations within 12 working days of being notified;

• report publicly on its performance, which will allow Ofcom to monitor and intervene further if required; and

• make clear the timeframe in which it is currently completing any remaining jobs, to provide reassurance to consumers about how long the work is likely to take.


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