BT Wholesale HARD TURN BACK When shouldn’t I call or request an escalation? There are several occasions when BT Wholesale receive requests on the phone/via eChat for action or information which are inappropriate (as these can be handled without contacting BTW). These calls are classed as ‘avoidable’ to which BT Wholesale operate a ‘Hard Turn Back Policy via both phone and eChat. We reserve the right to refuse an escalation if it is with regards to an area covered by the Hard Turn Back policy – any further dispute regarding this request should be made directly to your CRM BTW Hard Turn Back Document – V6 28/03/20111

BT Wholesale HARD TURN BACK Our pledge to customers If you contact BT Wholesale as you are unable to take action, e.g. unable to book an appointment, before we Hard Turn Back, we will check systems to ensure they are in the correct status. Should this not be the case, we will put this right for you. If systems are in the correct status and you are still unable to do this we will suggest you contact your own System Support Team BTW Hard Turn Back Document – V6 28/03/20112

BTW Hard Turn Back Policy HTB ReasonExplanation Escalations/Queries re PSTN related Issues PSTN is not supplied by BTW so we have no influence over this product. The Communication Provider should contact this telephony provider CP Requests diagnostic testing to be completed over the phone/ via eChat BTW provide systems for diagnostic testing to carried out. If there is no system outage and there is an issue affecting a single CP they should contact their own Systems Support Helpdesk to resolve Requests to bypass diagnostic processes (i.e. Lift and Shift / TPM) BT's diagnostic processes have been developed over a number of years and the outputs of systems such as KBD are monitored and being developed all the time. Lift and Shifts and Tie Pair Modify requests are only carried out following BTW Diagnostics taking place or our suppliers advising this is necessary Request to submit a faultBTW provide systems to allow CP’s to raise Faults as required Requests to Book Engineering Appointments BTW provide systems for it’s CP’s to book appointments directly for their customers. If there is no system outage and there is an issue affecting a single CP they should contact their own Systems Helpdesk to resolve BTW Hard Turn Back Document – V 28/03/2011 3

BTW Hard Turn Back Policy HTB ReasonExplanation Requests to rebook an Engineering appointment which has previously been missed If an appointment has been missed, the appropriate notifications will be sent to the CP for them to rebook this appointment directly through the systems If there is no system outage and this is an issue a single CP they should contact their own Systems Helpdesk to resolve this issue Confirming Engineering Appointments CP's should be able to see this information on their systems around 10mins after it's been booked. If there is no system outage and this is an issue a single CP they should contact their own Systems Helpdesk to resolve this issue Adding notes to Engineering Appointments on 20C&21cn circuits The customer is able to do this themselves via the system up until PONR 21:00 day before If the call is received after this time, but before KCI despatch we will add notes for the Customer BTW Hard Turn Back Document – V6 28/03/20114

BTW Hard Turn Back Policy HTB ReasonExplanation Amending appointments (20&21cn before PONR 2100 day before ) After this time if no KCI despatch we will amend appointment for Customer. The customer is able to do this themselves via the system up until PONR If the call is received after this time, but before KCI despatch we will attempt to amend for the Customer Progress updates on appointments (please allow 3 hours following slot finish time before chasing) Progress updates are available around 3 hours after the end of the appointment slot through BBCR Requesting general progress update on an order or a fault The customer is able to do this themselves via the system up until PONR We will accept cancellations on appointments 20C &21cn after PONR for Customer and before noon on same day if no KCI despatch Request for escalation where Flexible Appointment is not offered by Openreach (i.e. early morning/late evening/weekend) Systems will only offer Flexible Appointment Option on our suppliers systems if a slot is available BTW Hard Turn Back Document – V6 28/03/20115

BTW Hard Turn Back Policy HTB ReasonExplanation Request to escalate where the initial appointment date is not to the customers liking however there has been no previous failure by BT’s Suppliers BTW’s suppliers will not accept an escalation due to lead times where no previous appointment has been made Request changes to customer’s profile, i.e. manual SNR Change Customers need to use CCSNR to remove/change profiles as of 1st Feb Should there be a systems outage BT will accept these calls and make changes. If there is no system outage and there is an issue affecting a single CP they should contact their own Systems Helpdesk to resolve this issue Request to change B-RAS Profile ManuallyCustomers need to use CCSNR to remove/change profiles as of 1st Feb Should there be a systems outage BT will accept these calls and make changes. If there is no system outage and there is an issue affecting a single CP they should contact their own Systems Helpdesk to resolve this issue Remove Capping from CircuitCustomers need to use CCSNR to remove/change profiles as of 1st Feb Should there be a systems outage BT will accept these calls and make changes. If there is no system outage and there is an issue affecting a single CP they should contact their own Systems Helpdesk to resolve this issue BTW Hard Turn Back Document – V 28/03/20116

BTW Hard Turn Back Policy HTB ReasonExplanation Long Line Issues We should only turn back a call / eChat on a Long Line Issue is if we are correctly following the published Long Line Process. Request for Interleaving ON/OFF CP's should place a modify order themselves to get this amended Escalating of Tie Pair Modify requestsThe lead time for a Tie Pair Modify request is 3 working days (Monday to Saturday). Our suppliers do not offer an expedite product for this activity Requests to remove banding from circuitsBTW provide systems for it’s CP’s to remove banding from circuits directly Request to fail a retest BTW provide systems for it’s CP’s to fail retests directly BTW Hard Turn Back Document – V6 28/03/2011 7

BTW Hard Turn Back Policy HTB ReasonExplanation Request to submit a order BTW provide systems to allow CP’s to submit orders for Broadband Service as required BTW provide systems to allow CP’s to cancel orders for Broadband Service as required REIN REIN is 3rd Party interference affecting Broadband Circuits. In instances where REIN is identified our suppliers in Openreach will pass the Broadband Fault report to a specific unit for this to be investigated. DAC’sThe latest updates for DAC’s cases will be on BBCR BTW proactively chase our suppliers for updates and where long lead times are seen BTW Hard Turn Back Document – V6 28/03/2011 8