{"id":33551,"date":"2023-01-27T14:05:56","date_gmt":"2023-01-27T14:05:56","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=33551"},"modified":"2023-01-31T08:10:32","modified_gmt":"2023-01-31T08:10:32","slug":"openreach-trial-broadband-speed-limits-to-nudge-users-off-copper","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/01\/openreach-trial-broadband-speed-limits-to-nudge-users-off-copper.html","title":{"rendered":"Openreach Trial Broadband Speed Limits to Nudge Users Off Copper UPDATE2"},"content":{"rendered":"

Openreach<\/a> has announced that, as part of their plan to retire older analogue UK phone services by December 2025, they will conduct a trial that “responsibly [adjusts] the performance of the remaining analogue services<\/em>” (i.e. blocking out-bound calls and limiting broadband ISP speeds) to “encourage<\/em>” customers to upgrade. OUCH.<\/p>\n

The trials – due to take place in their existing testing locations of Salisbury<\/strong> (Wiltshire) and Mildenhall<\/strong> (Suffolk) – will see restrictions introduced that “prevent out-bound telephone calls<\/em>” – with the exception of calls to the emergency services (including numbers for Alarm Receiving Centres (ARCs) and ISP contacts) – and “limit broadband speeds<\/em>“, in order to “prompt customer action<\/em>“.<\/p>\n

NOTE:<\/strong> Openreach<\/a> notified providers in January last year that analogue services would be withdrawn in the trial areas by 19th April 2023, but that deadline has now been extended to October 9th to test the new service measures.<\/div>\n

“By responsibly adjusting the performance of the remaining analogue services, it\u2019s hoped that customers in the trial areas will be prompted to contact their provider and upgrade their line, preventing the ultimate risk of their service being switched off<\/em>,” says Openreach<\/a>.<\/p>\n

We can certainly understand the logic here, but it’s difficult not to see this as being extremely harsh and liable to provoke an angry backlash, particularly as those who are typically among the last to upgrade may also be the ones who need the most help. The punishment approach to “encourage<\/em>” switching could, we suspect, result in ISPs needing to handle a rise in consumer complaints, as well as some conflicts with contract terms etc.<\/p>\n

In terms of that limit on broadband speeds, for those remaining on the legacy network who don\u2019t have an agreed exemption, Openreach will introduce a “reduction in broadband download speeds to around 2Mbps<\/strong><\/em>” from 24th April 2023<\/strong> in the trial areas. We’re still trying to clarify the details around this, particularly as the language is a bit muddled (i.e. broadband is already a ‘digital<\/em>‘ service).<\/p>\n

The barring of out-bound calls will then be introduced from 5th June 2023<\/strong>. The changes will be introduced in batches to better manage customer responses.<\/p>\n

James Lilley, Director for Managed Customer Migrations at Openreach, said:<\/strong><\/p>\n

“With the deadline for retiring analogue services approaching, we\u2019re working closely with service provider to migrate their customers smoothly and safely off the old analogue network.<\/p>\n

Our trials in Salisbury and Mildenhall have been a great testing ground to identify and iron out issues, and we\u2019ve already managed to upgrade the vast majority of customers in those areas successfully. Having said that, a small minority of customers are yet to upgrade despite several attempts by their service provider to contact them, so we\u2019re planning some gentle measures which will nudge them to contact their provider and have a conversation about their future service.”<\/p><\/blockquote>\n

The operator is, however, at pains to point out that “protecting vulnerable customers during this process is a key priority<\/em>” and they are working closely with providers, local councils and industry, to make sure those customers (such as people relying on vital services like care alarms that use the legacy network) are exempt and unaffected by the changes. But in reality, it can be very difficult to reach everybody.<\/p>\n

At the end of the day, our biggest concern here is whether Openreach and ISPs have done enough to directly communicate exactly what the PSTN switch-off will mean to consumers, and what those users need to do in order to adapt to it. We’re already in 2023 and the clock is fast ticking down, but a straw poll of my own friends and family revealed that very few knew what was coming.<\/p>\n

Put another way, we should be getting the communication side right first. On the other hand, this change has been coming for a long time and, at a certain point, there will be no good or easy options left for shifting some consumers off legacy services. Like it or not, that means upsetting a few people, which is often better than simply leaving them to be disconnected.<\/p>\n

However, in the two trial areas, Openreach does note that there has been extensive comms activity. For example, ISPs have tried sending multiple letters to customers that advise of the change, email campaigns, press and local advertising, directly calling customers, knocking on doors and BT<\/a> even ran a battle bus around the areas (as well as some town hall drop-in events). Now we just need to see all of this repeated on a national scale.<\/p>\n

At present this is all just a trial and Openreach informs us that this isn’t something they’d necessarily do at scale nationally (i.e. it’s more about seeing how ISPs handle it and what they can actually do). The bulk of responsibility here naturally falls on the shoulders of broadband ISPs and phone providers since, short of extending the trials forever or cutting people off, there’s a limit to what Openreach can do.<\/p>\n

Nevertheless, we do have significant concerns about the idea unilaterally of blocking out-bound calls without a legal justification, since that has many potential security and health implications for how some people need to communicate, which go beyond the welcome exemption for emergency services.<\/p>\n

NOTE:<\/strong> As some people are still unclear on this, the above isn’t exclusively about shifting consumers on to full fibre (FTTP<\/a>) lines, since the transition to IP based services also occurs in areas only covered by hybrid fibre (FTTC<\/a>, G.fast<\/a>) or pure copper based ADSL<\/a> lines. So even if you can’t get FTTP<\/a> yet, you’ll still be affected. But withdrawal of copper is still the ultimate end-goal, even if it may take many years to reach everybody.<\/div>\n

UPDATE 3:44pm<\/strong><\/p>\n

Openreach has informed us that the speed limits will apply to those on their Fibre-to-the-Cabinet<\/strong> (FTTC<\/a> \/ VDSL2<\/a>) lines, which we assume will reflect those on older broadband and phone line rental bundles. Under the PSTN switch-off plan, such customers will normally need to adopt an equivalent SOGEA (standalone broadband) product (i.e. FTTC<\/a> but without the analogue phone service – an IP based phone alternative may be offered).<\/p>\n

The operator added that they’re also expecting ISPs to try other \/ similar ways of prompting end customers to call or upgrade, such as by sending out batches of postcards to those residents identified as being active on legacy lines. Openreach will be repeatedly prompting ISPs about all this, again, over the coming months and years.<\/p>\n

Finally, providers will have the ability to request that certain lines are exempted from the managed migration, which might be another avenue that some consumers can use until they’re ready.<\/p>\n

UPDATE 31st Jan 2023<\/strong><\/p>\n

Added a bit more detail above on how ISPs and Openreach have been communicating the PSTN switch-off to customers in the trial areas.<\/p>\n","protected":false},"excerpt":{"rendered":"

Openreach has announced that, as part of their plan to retire older analogue UK phone services by December 2025, they will conduct a trial that “responsibly [adjusts] the performance of the remaining analogue services” (i.e. blocking out-bound calls and limiting broadband ISP speeds) to “encourage” customers to upgrade. OUCH.<\/p>\n","protected":false},"author":1,"featured_media":27423,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1,1645],"tags":[55,56,69],"class_list":["post-33551","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","category-key_uk_isp_industry_developments","tag-fttc","tag-fttp","tag-bt-openreach"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nOpenreach Trial Broadband Speed Limits to Nudge Users Off Copper UPDATE2 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Openreach has announced that, as part of their plan to retire older analogue UK phone services by December 2025, they will conduct a trial that\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/01\/openreach-trial-broadband-speed-limits-to-nudge-users-off-copper.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Openreach Trial Broadband Speed Limits to Nudge Users Off Copper UPDATE2 - 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