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Ethernet Services Changes - Cancellations


Ethernet Services Changes - Cancellations

Policy for Ethernet fibre orders

We're changing our cancellation charging policy for Ethernet fibre orders from 1 July 2015 to reflect a recent change from our suppliers. Please read this briefing for further details about the changes.

Details of the changes

This policy change will apply to new Etherway fibre orders placed on or after 1 July 2015 that are subsequently cancelled.

We'll be introducing two new steps to the existing cancellation policy for in-flight fibre orders that are cancelled prior to delivery.

The table below outlines the changes to the cancellation policy for fibre orders:

 

Cancellation Policy (% of Connection Charge)

Current Policy  - KCI3 +5 Working Days (WD)

Day 1 to KCI1 + 1 WD

KCI1 + 1 WD to KCI1 + 1 WD

KC12 + 1 WD to KCI3 + 5 WD

Anytime after KCI3 + 5 WD

Zero charge

Zero charge

Zero charge

100%

Proposed New Policy (effective 1 July 2015)

Day 1 to KCI1 + 1WD

KCI1 + 1 WD to KCI1 + 1 WD

KC12 + 1 WD to KCI3 + 5 WD

Anytime after KCI3 + 5 WD

Zero charge

10%  of Connection Charge (excluding those cancelled due to ECCs)

50%  of Connection Charge (excluding those cancelled due to ECCs)

100%  of Connection Charge (excluding those cancelled due to ECCs)

The policy change means:

     •   We will start charging from Day 3 (KCI1 + 1 Working Day).
     •   10% of the connection charge will be charged to the customer if the order is cancelled
          between KC1 + 1WD and KCI2 + 1WD (i.e. between Day 3 and Day 11).
     •   50% of the connection charge will be charged to the customer if the order is cancelled
          between KCI2  + 1 WD and KCI3 + 1WD  (i.e. between Day 11 and Day 20).

We are not changing the existing policy that 100% of the connection charge will be charged if the order is cancelled any day after KCI3 + 5 WD (i.e. from Day 21).

Please note: Cancellations due to Excess Construction Charges (ECCs) are excluded from the proposed change.

Why are we making these changes?

Our current Ethernet cancellation policy for fibre orders (Etherway) leaves us at risk of cancellations at a cost to BT Wholesale, with no risk to the customer placing the order. This policy change will help to reduce the number of cancelled orders, avoid delays and help to improve the delivery time for orders while reducing costs for customers in the long term.