1. You SaidWe Did Update Repeat SFI’s Tags on Lines Service Broadband You were unhappy with the number of repeat SFI visits required before a fault was fixed. You told us that the process is not customer friendly and is time consuming and frustrating. We are currently rolling out an SFI2 intercept programme to identify and resolve faults first time, without the need for a further visit. We have developed a self serve portal that will cut out the need for a lengthy call and allow customers to self serve. We have reduced the number of unnecessary repeat SFI visits and will continue to drive the programme through in the next few months. The portal is in trail stage at the moment with a view to it being rolled out across all CP’s by the end of April 2012

2. You SaidWe Did Update Service Data Wholesale Ethernet Fibre, Address Matching. Your wanted more timely, informative and up to date KCI’s. We instigated a KCI improvement project across the range of our Data products You told us had problems matching addresses when placing orders on BTW systems We improved the address matching function in our ordering systems In December 2011 we implemented changes in consistency of KCI’s, regularity and quality. Specifically addressing Repair progression updates. We have addressed 80% of the issues with addresses matching with work continuing to address the remaining 20% due soon. Keeping Customers Informed (KCI)

3. You Said We DidUpdate Products In December 2011 we re- launched the btw.com web site to make it easier and clearer to navigate We will continue to review our product documentation to revise content in terms of tone of voice and plain English. You asked us to improve the quality of the content on the BTWholesale.com website Easier to do business with us Keeping you informed You wanted us to improve the navigation on BTWholesale.com We have updated and reviewed the content of the BTWholesale.com website We have refreshed BTWholesale.com