ISP Forum – interim webcall 19 th March 2012. Confidentiality & legal statement The information contained in this Presentation slide-pack is confidential.

ISP Forum – interim webcall

19th March 2012

Confidentiality & legal statement

The information contained in this Presentation slide-pack is confidential information for discussion purposes only and should not be disclosed without British Telecommunications plc (BT's) permission. Please treat it accordingly and do not forward, republish or permit unauthorised access.

Please note that BT has taken reasonable care to check that the information contained in this Presentation slide-pack is accurate at the time of issue, however, it is subject to change. In relation to any products/services referred to in this document which are currently under development and/or trial, BT gives no undertaking or other commitment that the product/service will be made commercially available.

References to any such service and time scales contained within this document are indicative and estimates for information purposes only and these and other information do not constitute any contractual or other obligation. Applicable BT standard terms and conditions apply.

© British Telecommunications plc, 2012 British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000

Time Agenda - topic Speaker

13.00 Welcome, introductions Helen Nurse

13.05 BT Wholesale Broadband roadmap update Fraser Burton

13.10 Broadband roadmap specific areas:-• Weekend appointing• Transfer of service update

Bev Bytheway-Jackson

13.15 Broadband roadmap specific areas:• Cool Broadband

James Lamb

13.20 Service update:• Latest news• Order Tracker enhancements (delivered in Release AA)

Tim Longden

13.30 Service update:• One Contact resolution

Barry Wenham

13.35 ServicEdge Programme:• Test & diagnostic improvements• Smart Phone App

James Lamb

13.45 ServicEdge Programme:• MSE (Multi Service Edge)

Ken Hayes

13.55 eservices Programme:• HLE capability on My Page• eCo Broadband closure

Barry Jacques & Chris Kerr

14.05 Key dates & general information

14.10 Q&A and polls

14.15 Close of webcall

BT Wholesale Broadband Roadmap update

Fraser BurtonHead of Product Management

PRODUCT LAUNCHES: 2011 to 2012

Availability

Market 1 price reductions on IPstream Connect 1st October 2011

One month WBMC-Shared contract term 21st October 2011

Real-Time QoS launch ADSL2+ Nov 2011

WBC min term commitment reduce to 1 month Jan 2012

80/20 FTTC Trial Dec 11, Launch early 12/13

FTTPEMD Nov 11,

MDU Trial Nov/Dec 11Launch early 12/13

In-Building Handover WBMC-Shared Q1 12/13

Change to WBMC-Shared bursting allowance from 50% to 100% Q1 12/13

Real-Time QoS EMD for FTTX Q2 12/13

PROPOSITIONS FOR GROWTH - 1

Bespoke network flexibility offers:• Bandwidth consumption is rising, creating an affordability problem for CPs as this cost is not fully recoverable from EUs. Some CPs may fail to meet end-user demand, leading to churn. Additionally, planning for bursting, resilience and network capacity can lead to step changes in costs

• BT can help CPs to: • prepare for demand growth, especially running up to the Olympics• affordably grow bandwidth consumption in Market 3• spread the upfront cost of host-links, or use In-Building-Handover• use 100% bursting for extra resilience or unplanned demand spikes

Bespoke growth and migration offers:• CPs find the LLU-to-WBC migration charge is a disincentive to bringing LLU lines onto the WBC network, and can also struggle with managing migrations from 20C to 21C• BT can help CPs with:

• free bulk migrations from 20C to 21C• managed 20C-to-21C migration forecast process • free migration of LLU lines to 21C in Market 3, on attractive commitment terms

PROPOSITIONS FOR GROWTH - 2

Voice-enabled Broadband offers:• CPs know broadband is not just for the internet and there is a significant opportunity for VOIP services - several CPs already operate in this market and there is real potential for growth• BT is making VoIP work in a broadband world, and can help CPs with:

• Free RTQoS EU Access component during EMD• Half price Annex M circuit for every RTQoS access purchased• Bespoke offers, including CPE, IPVS, wholesale calls

•Enhanced and Premium care levels (20hr and 7hr fixes)

Fibre growth offers:• Fibre is the gold-standard for winning and retaining end users – but CPs adopting fibre find the connection charge a barrier to pricing their fibre offerings competitively• BT can help CPs with:

• Discounted connection offer in Q1• Commitment and growth offers• New 80/20 product - An addition to the existing FTTC portfolio, this will provide 100% higher download and upload speeds

Weekend Appointing/Activation

Bev Bytheway-JacksonProduct Manager

The designs are not finalised, therefore any developments carried out by CPs based on the contents of the designs as currently exhibited are entirely at the CP’s own risk.

The Development

From June 2012 we will be introducing the ability for you to request Broadband Activation at the weekend.

SMPF Copper Products –

IPStream, IPStream Connect, WBC ADSL/ADSL 2+ will be offering Saturday activation only at launch.

Fibre Products –

Product Saturday Sunday Bank Holiday

Early Morning

Early Evening

FTTC Y Y Y Y Y

FTTP Y Y Y Y Y

Sunday Cover not available in Northern Ireland but may be considered.Bank Holiday not planned to be available in Northern Ireland.WBC FTTP not available in Northern Ireland – possible 2012 deployment

Scope

The following order types will be covered; Provide with DNSimultaneous Provide/Home MoversProduct Family Migration (within 21C WBC) CP Migration (within 21C WBC) *Product Family Migration (20C to 21C)*CP Migration (20C to 21C)Amends of the above order types.

20C Datastream, 20C BET , SDSL are out of scope. No changes will be made for these products.

* To be confirmed

What happens today?

20C IPStreamIf CP places a Provide order with Customer Agreed Date as a non-working day, the order is rejected.

21C WBC If CP places a Provide order with Customer Required Date as a non-working day, the Committed date is taken as the next possible working day.

What will happen?

20C IPStream

If CP places a Provide order with Customer Agreed Date as a Saturday, the order will not be rejected as long as the Lead time validations are fulfilled . Lead time calculations will still consider only working days.

21C WBC

If CP places a Provide order with Customer Agreed Date as a Saturday, the order will not be rejected as long as the Lead time validations are fulfilled . Lead time calculations will still consider only working days.

21C FTTx

BTW will expose a new Appointment Type = ‘Flexible’ which will allow appointments on Saturday, Sunday and Bank Holidays.

For copper products we are building in the extended capability of Sunday and Bank Holiday activations but this has not been confirmed for launch.All of the above will be subject to Openreach engineering resource availability.

Summary of Changes

Existing lead time calculations will still be based on working days.

The charging structure will be aligned to that of our supplier with the ability to charge a separate price for Saturday, Sunday and Bank holiday activations.

In case of Fibre products the weekend activation charge will be levied if you have selected Appointment Type as ‘Flexible’.

In Case of Simultaneous Provide, if original CRD is of non-working day. However due to change in PSTN delivery dates, the Broadband delivery date will be moved to next available working /non-working day.

This new feature will only apply to new Provision or Amend orders arriving post deployment. However if an in-flight order is Amended after this feature goes LIVE it will be considered.

There will be no B2B XML changes or additional attributes added to existing request and response xmls.

You will be shown information messages on Portal to indicate that there will be an additional charge if you opt for provisioning on non-working day.

BT Wholesale

James Lamb

Test & Diagnostics and ServicEdge Third Party Tools Lead

Cool Broadband Update

CPE Interoperability Testing

- Completed on 29 CPE in Dec 2011. No Issues Identified.

Service Trial - 3 CP’s have offered to participate. Thank you- Start delayed due to Network FOA sign off.- Network code available from w/c; 12/03- Re-planning Service Trial from w/c; 26/03- Service Trial to run for minimum of 6 weeks with a review at week 4.

BT Cool Broadband - Trial Update

The launch of BT Cool Broadband will introduce Level 2(L2) low power mode support for our 21C ADSL2+ product, BT Wholesale Broadband Connect (WBC).

This will reduce Network power consumption and emissions of greenhouse gasses.

BT Cool Broadband combines 21C technology with industry technical standards to deliver our first green broadband service.

This is a world first deployment and will allow us to move away from the current industry standard “always on” service, to a more environmentally friendly “always available” service.

BT Cool Broadband introduces capability in the WBC ADSL2+ technology type product to support L2 or Low power mode as defined in the ITU-T Recommendation G.992.3.

This allows a line that is not being used, to drop down in power and reduce its bit carrying capacity. The moment more data is demanded than the low power mode will carry, the line will request the transition back to the previous full power rate.

In order to support the low power mode, both ends of the circuit will require L2 mode support, i.e. from the MSAN and CPE.

BT Cool Broadband (Level 2 power mode)

Q&A for Broadband Roadmap

Consumer Switching Consultation

Bev Bytheway-JacksonProduct Manager

On 9th February Ofcom published their second consultation paper, the proposal is that there should be a single, unified process for consumers switching voice and broadband.

Ofcom is favouring a gaining provider led process called ‘Third Party Validator’ (TPV).

Ofcom may reconsider their favoured approach if they can be convinced that a losing provider led (LPL) can address the key concerns.

Further consultation due in Q2/Q3 the scope of which will be determined by the responses received.

Final statement planned for Q4 2013 after which there is likely to be an 18 month window in which to implement the chosen way forward.

Ofcom URL: http://stakeholders.ofcom.org.uk/consultations/switching-fixed-voice-broadband/?utm_source=Updates&utm_medium=email&utm_campaign=consumer-switching

Options assessed:

Existing processes options (unharmonised) Do nothing. Incremental enhancements to both the existing Gaining Provider and Losing Provider Led processes.

Gaining Provider Led options (harmonised) Incremental enhancements to the existing Gaining Provider Led. Transfer Code option. Unique Service Number process. Third Party Verification process.

Losing Provider Led options (harmonised) Transfer Code option (save banned). Transfer Code option (save permitted).

Key issues to address

Multiple switching processes Back end system deficiencies Lack of reliability Loss of service Lack of competitive neutrality Customer consent Implications of switching Varying and unnecessary switching costs/hassle Reactive save activity

BT Wholesale

Tim LongdenService Integration Manager

Service update:Service Update - generalOrder/Fault Tracker

L2C Performance

System and Supplier Issues delaying Closure

Reported One Seibel system fault

T2R Performance

Level performance

Enhanced Care Performance

Very low volumes of FTTC E/Care

Order and Fault Tracker

BT Wholesale has recently launched an enhancement to its KCI self serve facility for WBC Copper and IPStream Orders & Faults. The enhancement allows Customers to directly access the order updates provided to BT Wholesale by Openreach delivering greater detail on the order or fault progress.  Customers that are already using this facility have provided positive feedback and highlighted how it has reduced the propensity to have to make often timely further enquires. The Order and Fault Tracker is accessed through eCO (for IPStream Orders and Faults), and eCO+ (for WBC Orders and Faults).  

Once a CP has logged into the URL they are given for eco BB they will have to:

Click on Orders/Fault Reports and enter the eco order/fault id number or corresponding Service ID/DN numberClick on Supplier Notes button on left hand side of screenClick on Request in the Supplier Notes fieldIf there are any notes available at this time they will appear in the Error/Information Message field. 

Customer logs into BTwholesale.comClick on the Applications tabSelect Orders and FaultsClick on EcoplusClick on if already subscribed, click here to launchEnter username and passwordClick on ECOPLUS under My ApplicationsEco plus screen appearsIn order to track an order or a fault select the option you want from the dropdown.. 

Click on SELECT to look at the Order/Fault details

A Supplier Notes button is displayed

31 Making BT Wholesale a great place to work

OCR ISP forum Update

Barry Wenham

13th March, 2012

32

Introducing OCR (One Contact Resolution)

OCR is simple – One Contact Resolution

What we measure – repeats and looped work.

Principle - Totally customer focussed

Training - Empowerment to do what’s right, take risks, use common sense, fix end to end and focus entirely on the customer

Launch – phased 26th March through to end of Q1

Baseline OCR score is around 50%.

Opportunities are split into 4 key areas

BTW internal processes – we have changed several through pilot

Supplier issues – we are working closely across a number of areas

Customer issues – different practices result in a range of outcomes

Our team members

Revised our measurement, quality and direction to get the whole organisation fully lined up behind this.

Work with customers and suppliers to help drive best practice across industry and work internally to resolve barriers quickly.

I will report more specific details on OCR, the initiatives and the impacts in forthcoming events

32

Q&A for Service Update

BT Wholesale

James LambTest & Diagnostics and ServicEdge Third Party Tools Lead

Test and Diagnostics Update

Release AA – 12/02/2012

KBD using Openreach Enhanced Copper Line Test (CIDT)- Detection of HR(High Resistance) faults.

CU33 = LN

CU34 = CA

CU35 = CE- Reduced need for use of SFI/Boost. - Reduced Repeat reports

KBD using Brandenburg Techniques to enhance diagnostics (BRAT)- Codes to Improve Location for CCSFI options

AN01 – Access Network Issue

CD01 – Customer Domain Issue- Diagnostic codes D/N/R/E/I/B/Q/T/X

Test and Diagnostics Update

New KBD Codes for BRAT

KBD Code KBD Outcome Recommendation Flow Overview Recommendation What Does the Customer Do Next ?

AN01-D/N/R/E/I/B/Q/T/X

Problem Explanation: <The circuit is dropping connection.> BTW Fault Localization Analysis indicates a potential Local Access Network issue.

Please check ‘Local Access Network’ tab for more information.Resolution/Recommendation: Please confirm all CP and End User checks have been completed.

As Copper Line Test is OK this is a CCSFI enabled outcome.

CCSFI

Condition as indicated within the problem explanation but all

diagnostics completed and a Local Access Network issue is indicated

by the enhanced Brandenburg tool.

Please confirm all End User Environment checks have been

completed, Should this action not resolve the issue you can book

an SFI appointment (CCSFI).

CD01-D/N/R/E/I/B/Q/T/X

Problem Explanation: <The circuit is dropping connection.> BTW Fault Localization Analysis indicates a potential Customer Domain issue.

Please check ‘Local Access Network’ tab for more information.Resolution/Recommendation: Please confirm all CP and End User checks have been completed.

KBD tests indicate no BTW network fault. This is a CCSFI enabled outcome.

CCSFI

Condition as indicated within the problem explanation but all

diagnostics completed and a Customer Domain issue is indicated by the enhanced Brandenburg tool.

Please confirm all End User Environment checks have been

completed, Should this action not resolve the issue you can book

an SFI appointment (CCSFI).

D The circuit is dropping connection. E An LTB issue has been identified./A historic LTB issue was identified./ No performance issues have been identified in the BTW network.

N The circuit is not in synch. B The End User has a working session.

R The End User does not have an active PPP session but IP connectivity has been confirmed with the BT network. I The End User has a working session.

Q The End User does has reported potential QoS related performance issue. X This is a DataStream circuit.

Release AA – 12/02/2012 - Cont

Performance/Speed Tester- Upgrade/Improvements to work at high Broadband Speeds >110M- Improved Testing Frequency

- Subsequent test available after 10 Minutes (Following a successful test)- Up to maximum of 3 tests an Hour

- Speed Tester Lite option available.

Release AB (April 2012) & Release AC (June 2012) will see further upgrades to align with the Increasing speeds seen on NGA.

Test and Diagnostics Update

ServicEdge Programme

Smart Phone App

ServicEdge Review 14/03/12

• White label app for ISPs to customise and build upon. BT Wholesale will pass the source code for the vanilla version to a CP (image shown on the right hand)

• Not an off the shelf working app – framework to build an app provided to CPs

• Allows Broadband home users to run diagnostic checks on their set up (home domain and network checks)

• Functionality within the app will include:• Connection test (including speed test)• Wi-Fi signal strength• Wi-Fi channel check• Wi-Fi Security check• MSO / PEW checks• PAT / Brandenburg data feed • Support Area – Videos and tutorials• Full Health Check (runs all tests sequentially)

• Objective is to reduce call volumes by providing end customers with information and quick fix tutorials

• If an issue is found, the app advises the user how to fix the issue via the support area or that there is a network fault open

• App has a library of offline content to fix the issue including text and videos – don’t have to be connected to the broadband to use these

• App framework will be available on both Android and iPhone OS for CP service trials in Q1 – please contact [email protected] for more details

*Please note ‘Vivid’ is only a working name for the app and will be changed before launching to ISPs to BT Wholesale Broadband Checker

BT Wholesale have created a source code app framework for home domain & network checks for ISP’s to build a bespoke app

Introduction of a new 21C Broadband Remote Access Server – MSE (Multi Service Edge)

Ken HayesTechnology Change Manager

BT Wholesale are expanding the 21CN broadband platform by adding a new broadband remote access server (BRAS)The new BRAS will be known as the MSE (Multi service Edge)

The impacts of this platform increase requires our customers to be aware of changes and what they need to do on both the WBC and WBMC products to ensure there will be minimal impact to their end users.

To support any technical questions we have the following e mail account :-

[email protected]

This account can be used to cover the technicalities of the following briefs.Example IP addressing , Tunnel queries etc

For non technical queries contact your CRM or account manager

• The initial internal trial will be in Bradwell Abbey which is parented to Milton

Keynes 21C POSI ( Point of Service Interconnect)• Internal trials have now started• We will have to confirm that all WBC & WBMC Communications Providers have

enabled their network to support the new tunnel end points and new NAS IP addresses

• This information has been shared via the notification posted on the BT Wholesale site Briefing Number:159-11 on 24th August

Briefing Number:121-11 on 12th July 2011

What next ?• WBC CP’s will be contacted and asked to complete AP CRF’s so that we can

proceed with the MSE AP builds as defined in the briefs above.• We will need to know whether you wish to proceed with RIPE IP addressing or

select the default 172. addressing for AP Vlans and MSE loopbacks.• WBMC CP’s should have now opened up their network to support L2TP tunnels

from - 213.1.178.0 to 213.1.187.255. • When your end users are connected to the new MSE , the authentication request

will contain a NAS IP address from the range of 213.1.160.0 to 213.1.169.255. If you action on the NAS address you will need to open your network to support this address range so successful authentications can take place.

Trials update

Q&A for ServicEdge Programme

Barry Jacques & Chris Kerre-Service Programme

45

eCo BB Portal & Legacy XML API Closure onto eCo Plus and Strategic B2B GatewayOverview• 20c ordering & fault platform becoming

outdated• 20c product will continue in non WBC

footprint exchanges• Propose to close legacy platforms onto 21c

platforms in 12 – 15 month timeframe

Customer Benefits• Common, simplified CP agent experience

across 20c & 21c

• 21c functionality for all services – electronic KCIs, XML appointments, cancels and amends

• Support for current  browser technology when accessing portal

• Allows CPs to view all assets, orders and faults via single portal

• Enables cost reduction in CPs as they rationalise their consuming systems

Customer Engagement

• Want customers to volunteer to engage in design development and testing activity of portal and B2B capability

• April – Sept design activity• Sept – Dec testing activity

• CP changeover Jan 13 – June 13

CPAgent

eCoBB

eCoPlus

CPSystems

Strategic B2B

Legacy XML API

20c BB

21c BB (+20c)

21c BB(+20c)

20c BB

eCo BB Portal & Legacy XML API Closure onto eCo Plus and Strategic B2B Gateway

eCo BB Customer & Account mapping

20c B2B T2R Capability on strategic B2B Gateway

14th 23rd 18th 20thAB AC AD AE AF

Develop Customer & Account Mapping

eCo BB Asset mapping Asset Mapping

20 c B2B L2C capability on eCo Plus portal

20c B2B T2R capability on eCo Plus portal

Customer migration Migration

Design Develop Test

Design Develop Test

Design Develop Test

Design Develop Test

Design Develop Test

Design Develop Test

Trial

Trial

Trial

Trial

Trial

Trial

April OctAugJune MarDec

Trialist Migration

Design Develop Test Trial

TBC

20 c B2B L2C Capability on strategic B2B gateway

Design Develop Test

Design Develop Test

Trial

Trial

Outline dates – Subject to change

Trialist Asset Mapping

Develop Test

BBCR/WCR Design Develop Test Trial

Escalations and Tags on The Line Portals

Key Benefits for Our Customers:

• Enhancing your self serve capability on-line. • Reduces the time taken to progress broadband orders or faults.• Ability to track progress of escalations or Tags queries.• Removes the need to call or e-chat.

Available to use from Monday 26th March.

Easy Access:

• No need to apply - registered users of secure broadband applications will automatically be given access.

• Provide your own access via My Admin from mid-April.

Simple to Use:

• Intuitive and straight-forward to use.• Easy to follow step by step navigation guides available to download

via the broadband library.

https://www.btwholesale.com/pages/static/Library/Technical_Documents_and_Procedures/Broadband/index.htm

My Page DashboardsTentative Go Live Date : Monday 26th March.

Features:

• Aligned status across broadband and data products, for both 20 and 21C networks.

• Filters to view by product group, product family or individual product.

• Graphical view by product or status• Drill down view for detailed reports that can

be exported.

Details:

• Requires WCR access• Updated every 3.5 hours

Release AB

April 15th

My Page PersonalisationStandardised profiles

My AdminAdmin requests queue for password

resets

Q&A for eServices Programme

What’s coming up? Dates for your diaries

Next Fibre surgery – 26th April via webcall (contact [email protected] for details)

Next ISP Forum – 8th May – BT Tower

Broadband & Content Technical Forum

Final Q&A

Slides & replay will follow shortly

Thank you for joining us on the call today