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Ofcom rules that BT's Openreach broadband infrastructure must 'be repaired in two days’

Thursday, June 26th 2014 by Hannah Langston

Ofcom has ruled that Openreach must increase the speed of its broadband and telephone repairs and installations from 1 July.

Ofcom has introduced new performance standards for the infrastructure company, which dictate “the majority of phone and broadband faults have to be repaired within two working days, while most customers requiring a new line must receive an appointment within 12 working days.”

In addition, according to Ofcom, BT Openreach must “make clear the timeframe in which it is currently completing any remaining repairs or installations, to provide reassurance to consumers about how long the work is likely to take”.

It must also report publicly on its performance by producing quarterly reports on how long it's taking both to repair faults, and to install new lines.

Should Openreach fail to meet the new targets, the company will face sanctions from Ofcom, which could include fines.

Openreach currently installs and maintains connections to BT’s network on behalf of competing providers. Today’s ruling is the result of a review by Ofcom into the UK wholesale telecoms markets used by companies to offer telephone and broadband services to consumers.

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