Update: Claranet’s Network & Communications delivery

We have just received official confirmation that Openreach, who underpin the majority of the industry supply chain activity, are completing a phased return to work starting Monday 18th May.

The fundamental change will be to allow internal/onsite appointments to be completed, as long as Claranet and our end customers follow a revised Customer Contact Strategy.

This strategy will require confirmation on appointment booking – and on the day of the appointment from the on-site contact – that specific safe working conditions will be met. If these conditions are not met, then the appointment will not be booked or will need to be rejected on the day of visit.

The Service Delivery teams are fully briefed on the revised contact strategy and will provide the relevant instructions to our end customers as we appoint, ensuring that installations can proceed.

This change will improve delivery capability and lead times across the following:

  • New provides
    • Broadband
    • Ethernet
    • Onsite Engineering
  • Modify
    • Router Changes
    • Service shifts and modifications requiring onsite engineering

Escalation and Expedite processes:
Everything has returned to normal process except our ability to Escalate or Expedite an appointment booking that has failed the revised Customer Contact Strategy. If the end customer response does not pass the safe working conditions, then re-booking will need to follow standard lead times.

Services not currently impacted:
We continue to see no impact on delivery timescales across the following:

  • 2FA
  • Microsoft Teams
  • Hosted Voice (including porting)
  • Firewalls provision (including onsite engineering as long as it adheres to correct safe working conditions)
  • New Routers (including onsite engineering as long as it adheres to correct safe working conditions)
  • Cloud Connect

Through these ever-changing times our Service Delivery team are continuing to work together with our customers.

If you have any questions, please don't hesitate to contact us on: 0207 685 8214