MSO Access Network Alerts 17 th December 2013

1. MSO Access Network Alerts 17th December 2013

2. Background • Objective • Update on the success of a pilot to identify Major Service Outages in the access network • Share the plan to develop this going forward and gain CP endorsement • Collect CP feedback and increase collaboration • Background • Openreach have a tool called RABiT that identifies of network incidents from cable cuts • This is in the copper access network only so incidents affecting services including LLU (MPF & SMPF), ISDN and WLR3 • Notification of these breaks are sent to Openreach Operational teams & BT Security • Pilot email proactive notification with CPs commenced July 2012 • Openreach agreed with CPs at SMF (on 12th Nov) to move the pilot process in place into BAU • Will work with CPs through SMF to improve effectiveness of access network MSOs

3. Reduce time to fix – The proactive alerts are investigated by Openreach operational teams so it reduces the detection time and hence resolution of these common faults Improve end user experience – By sharing information with CPs it allow them to keep the customer informed in a timely manner Reduce calls to CPs – As the notification is given to CPs typically within 10minutes it allows them to handle the call spikes using their IVR technology Reduced fault volumes – As a result of the trial, cable theft has seen a reduction of 55% and the associated faults avoided. There have also been 30 arrests as a result. Feedback from Triallist CPs CP1 - This notification provides us with an early detection of potential incidents impacting our customers. This then allows us to raise the incident if we find this is impacting our customers (after checking ticket and call trends) and activate our IVR to deflect calls. We then use the cable break spreadsheet which provides us with updates on progress of the cable break and allows us to update our IVR message and send SMS messages to affected customers. CP2 - We take the post code information on the email to find out the number ranges affected and then handle calls from end users using IVR on the front end. This has the benefit of reduced call spikes and also improves the customer experience by informing the end user they are affected by a common issue rather than a singleton fault. Benefits to CPs

4. How RABIT works How RABiT works RABiT BTW Session Drops DP E X C H A N G E Correlation to PCP DP Threshold 7 drops E-Side P C P D-Side DP DP 45m 7 session drops at the PCP so incident created 300m Run 2 Line Test DIS IN NETWORK Distance 345 m All DIS Run additional 2 Line Tests Cable alert created Both DIS

5. Cable Break notification process End Users IVR Call Deflection calls Typically 10 min calls CPs notified with postcode impact via email calls CABLE BREAK ALERT CONFIRMED Police notified (as per regional arrangements) BT Security Teams notified Openreach Controls notified Volume controls issue to field

6. Example email notification

7. Plan going forward We want to make the process even more effective Phase 1 – The trial for a cable break identification and CP notification process has been moved to full implementation into business as usual (Q3 13/14) as agreed at SMF on 12th Nov • Phase 1.5 – Enhancements of the tool under consideration (Q4 13/14) • We are running an internal trial looking at other fault conditions – external CP notifications may be possible if trial proves successful • Explore the possibility of replacing post code data with service IDs, DNs affected by CP • Having an email to confirm once an incident is closed • Sending out email alerts for Openreach PEWs in access network Phase 2 - The third element under consideration is the use of CP owned MSO and PEW data with Openreach to assist with enhancing the common fault process (Q1 14/15)

8. Frequently Asked Questions (1) What is RABiT and how does it work? RABiT is a tool which was developed for reducing cable theft and monitors the copper access network using information on the broadband connections across the network. It coordinates drops in connection with Openreach network records to identify potential cable cuts and creates an incident for Openreach to investigate. What kind of incident does the tool pick up? The tool picks up cable cuts where several copper circuits are cut in a short period and these are typically caused by 3rd party damage and theft. The tool cannot identify cables which are deteriorating due to water ingress as this happens over a longer period. Openreach is looking at trialling internally using the tool for different fault conditions. In what format is a notification and what information is included? A notification is sent to CPs typically within 10 minutes of an incident via email. The email contains the name of the exchange and post codes containing the affected end users. How do I register to opt in to receive notifications? CPs wishing to receive the emails should send their requests to Cablealert@openreach.co.uk confirming what email address they wish to receive notifications into. Preferably the email account will be a group or team email for continuity purposes in the event of organisational changes. How many email addresses can I nominate to receive the notification emails? Up to 5 email addresses can be added to the trial. If you wish it to be distributed to more people you can set up an auto-forward from one of the 5 nominated accounts. What email address will the alerts be sent from? All email notifications will be sent from the Cablealert@openreach.co.uk account What does RABIT stand for? Rapid Analyse of Incidents

9. Frequently Asked Questions (2) Can I register on behalf of my resellers / customers to receive notification? Applicants must be customers of Openreach for LLU (MPF, SMPF), WLR3 and/or NGA. Openreach is unable to send information to CP’s end user, or any third parties without the written consent of the CP Will I receive update notifications after the initial notification detailing what’s happened? This functionality and information is not currently part of the process but Openreach is in the process of implementing a service restored functionality which will confirm the repairs have taken place. Up[dates on when this will be available will be communicated in due course. Updates on incidents can be found on the Openreach cable breakdown log located on the Openreach portal. To request access to the log please email uk.cable.breakdown.g@bt.com Are there plans to share more information on the notifications? Yes, Openreach is currently looking at the feasibility of sending CPs lists of their Service IDs and/or DNs affected in a format yet to be agreed with CPs. This will help CPs identify end users affected quicker before they call into the CP and/or use IVRs. What can the information on briefings be used for? Openreach provides the information solely to advise of cable cuts. It may be used by CPs to calculate the impact of cable breakdowns in the access network on its own end users and to provide direct correspondence with affected end users. It must not be used for any other purpose and must not be published on a publicly accessible website. How does this replace to other MSO / MBORC comms we receive? These notifications are separate and in addition to other service notifications sent by Openreach. It is the first time information has been shared about incidents in the access network. Incidents may well be subsequently be linked to an MBORC if the issue was caused by a third party or cable theft. How can a CP opt out of receiving the notifications or change the nominated email addresses? Instructions should be sent to the Cablealert@openreach.co.uk email address

10. Next steps Openreach is currently constructing the detailed project plan and will share the details in due course Openreach would like volunteers to discuss the capability to alert by service IDs/DNs and sharing their service layer data CPs that are not already on-board with the pilot to please register interest at the contact details below If CPs have questions, want to receive alerts or have a bilateral discussion then please contact cablealert@openreach.co.uk