Milton Keynes Broadband Action Group

1. What exactly is BT announcing?
   Following trials in Milton Keynes, Dingwall and Fort William delivering ADSL services beyond the previous 60dB (6km) limit, BT is announcing it has done away with the distance limit for its 512kbps ADSL broadband services.
   This means more than a million additional homes and businesses connected to broadband enabled exchanges should be able to get ADSL service from September 6, 2004, raising the average percentage of households on an enabled exchange that can get broadband from approx 96% to 99.8%.
   BT is also increasing the range for 1Mbps premium ADSL services from 4km to approximately 6km (60dB) – making 1 Mbps ADSL available to 96 per cent of homes and businesses connected to broadband exchanges.
    
2. How is BT doing this?
   Following the trials we have a much better understanding of the performance of ADSL over longer lines. One of the key issues has been improved clarity on how much impact the internal wiring within customer premises has on performance of long lines.
   The trial found that for one in five lines over 60dB [less than 1% of all lines] a visit by a BT engineer was required to get the service working. After an engineer visit just 5% of lines over 60dB were found not to work – this relates to less than 0.2% of all UK lines.
    
3. What effect does the internal wiring in a house have on line loss?
   In the trials it was confirmed that: on long lines the internal wiring within a home or business property has a more significant effect on the overall line performance/line loss that previously understood. This is one of the significant breakthroughs of the trial. The installation of a broadband specific face plate on the main telephone socket and the isolation of internal wiring from the broadband connection has meant many of the trial customers were able to get broadband where it would previously not have been possible.
    
4. Can I ask BT to do a line test on my phone line right now, so that I will know if I can get service?
   Please don’t – from September 6 we will take orders on any line for 500k ADSL. The broadband availability number checkers will be updated on that date which will include an indication of likelihood of service being possible.
    
5. What happens for trialists who want to migrate to full broadband service under the new rules?
   This will depend on your individual service provider but where SPs have used their normal terms and conditions for this trial we would expect a smooth transition. Where Service Providers offered the trial at a discounted price, some billing adjustments may be required.
    
6. Why is this announcement being made when the trial is still under way? It is not due to end until September 30th?
   The evidence produced by the trials so far is decisive and has enabled us to move quickly on this. Our priority is to bring broadband to as may people as possible, as quickly as possible. Thanks to the trialists we've been able to do that.
    
7. Will people beyond the previous limit of 60dB line loss get a poorer quality service?
   Where service is provided on some of the longest lines there might be some degradation of service resulting in loss of sync. Where this occurs the decision will between the customer and their service provider as to whether they decide to continue with the connection.
    
8. What would an engineer do to try to get me broadband service if it doesn’t work when I try to install it?
   The Service Provider will send you your broadband installation kit after taking your order. Once you have received the kit, follow the self install instructions. The trial results showed that for one in five lines over 60dB an engineer was needed in order to get a broadband connection working. For approximately 5% of customers with lines over 60dB it did not prove possible to provide service even after an engineer visit. The engineer will do one or more of the following to try to get the line working:
   
   • Ensure PSTN line is fault free
   • Swap local loop pair for a shorter or better cable pair (if available)
   • Isolation of the customer’s phone extension wiring
   • Check micro-filter at PC and main socket installed correctly (and ask customer to confirm he has installed micro-filter at other sockets with telephone equipment)
   • Check customer’s own equipment is not causing faults
   • Fitting a new front plate at the master socket
    
9. How much will end users be charged for the engineering visit?
   BT won't be charging for the engineering visit. The engineer visit is part of the new standard repair process for long lines and will not be chargeable.
   If an engineering visit is required, BT will agree to waive the usual fee for this work, provided we are able to have some flexibility in the delivery date.
   However, if the customer’s internal wiring is found to be at fault, an offer will be made to the customer to correct this at a cost (as per current process and procedures).
    
10. What happens if the engineer fails to get the broadband line working at all?
    If the BT engineer is unable to get the broadband line working at all the Service Provider will be informed in writing by BT Wholesale that despite all the BT engineers’ efforts it was not possible to get broadband to work and BT Wholesale will recommend ceasing/cancelling the order for broadband service.

The press release outlines our findings from the extended reach trial and our plans going forward. This is good news for MK and the country. MK is our principle extended reach trial site and it's thanks to the citizens of MK, the Broadband Action Group and the Council that we have achieved the level of participation needed to make the trial a success.

Again, thank you for your help, and please do bear with us as the trial does not finish until the 30th of Sept.

BT August 18 2004