Policy paper

Network Operators and Wholesalers Final Engagement Protocol

Published 24 March 2026

Background

It is the responsibility of a Communication Provider (CP) to ensure that their direct customers are migrated or ceased safely during any modernisation activity. However, there may be limited circumstances where a Communication Provider (CP) does not engage their direct customers, or with the Network Operator (NO) or Wholesaler (WSR).

It is essential in these circumstances where a CP is not engaging their customers that end customers are still treated fairly. This protocol sets out the steps that NOs and WSRs will follow where a NO has taken the decision to close a network and a CP is not engaging.

Protocol commitments

We as NOs and WSRs, will not cease services to any customers (either CPs or end customers), until we have taken the following steps: 

1. We (NOs) will inform CPs in writing of our intention to close a service or a service in a specific geographic area as soon as we are able and at least twelve months in advance of any services starting to close.

2. We will make our CP customers aware of the principles in the Fixed Telecoms Modernisation Charter and expectations in the CNI Charter, Non-Voluntary Migrations Checklist, and CP Final Engagement Protocol, encouraging them to become signatories.

3. We will contact CPs asking for confirmation that they are engaging with their direct customers to migrate or cease their service safely. Where we do not receive this confirmation, by a specified deadline or otherwise in a timely fashion, we will write a second time asking again for confirmation.

4. Where we do not receive confirmation from a CP of their engagement with their direct customers, or we cannot see sufficient progress in migrating or ceasing customers’ services, and believe the CP is unlikely to safely migrate or cease their end customers by the notified closure date, we will inform DSIT and Ofcom.

5. Where a CP remains unengaged, where possible, we will attempt to contact the unengaged CP’s affected end customers by writing directly to their premises at least once before their services are ceased, and once after their services have been ceased.  We will also share the list of potential ceased addresses and/or geographical locations with DSIT and Ofcom at least 2 months before cease activity.

6. We will, where no alternative service can be provided by the NO or WSR, in all communications, provide information on how the customer may obtain an alternative service. For example, where modernisation means a customer no longer has a fixed or wired service available at their premises, the customer can be ceased following the process set out in this protocol. The customer must be made aware of alternative connectivity solutions, e.g. fixed wireless or satellite (where this is available). In exceptionally rare circumstances where no alternative service is available, or commercially viable, we will inform the customer.

7. Where an end customer has a service ceased and then chooses to engage a CP to provide a service, where available and where informed by the CP, we will expedite connectivity for a new service for that customer.

Technical notes

• NO’s and WSRs do not have access to the same amount of information on end customers as CPs. Where a CP does not engage, the only information the NO and the WSR may have is the address and geographical location of the end customer. This practically limits the actions NOs and WSRs can take to engage end customers where CPs do not engage. This is why it is important that CPs engage customers and sign the Fixed Telecoms Modernisation Charter. Over 90% of residential consumer customers are served by CPs that have signed the Fixed Telecoms Modernisation Charter.

• Where a NO or WSR ceases services highlight those lines where the NO or WSR does not have an alternative connectivity solution. This can be done as part of the process of sharing potential lines to be ceased 2 months before cease activity.