Network Operator Charter
Published 11 March 2024
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We, as Network Operators, commit to the following to protect vulnerable customers through the migration from copper to digital landlines:
1. Before ceasing any analogue voice service, we will provide at least 12 months’ notice to Communication Providers (CPs), and will discuss suitable migration options with CPs that will enable them to migrate customers in accordance with the December 2023 charter.
2. We will work with Ofcom, government, and CPs to create a shared definition of ‘vulnerable’ customer groups that require greater support, specific to the digital landline migration.
3. When we migrate customers to digital landline services, we will work with our ISP partners to check if they have a telecare device.
4. We will not migrate a known telecare customer to a digital landline service without the customer, the CP or the telecare company confirming to us that they have a compatible and functioning telecare solution in place that will work following the migration process.
Technical notes
A. The first commitment only applies to existing operators of analogue equipment.
List of signatories
- CityFibre
- AllPointsFibre
- KCOM
- Openreach-
- Ogi
- CommunityFibre
- WightFibre