switched-on at home

BT, in consultation with the UK telecommunications industry, and with input from Ofcom, will be managing the upgrade of its phone, broadband and ISDN lines to a next-generation network. 30 million lines will be transferred. 5,591 BT exchange sites are being inventoried for equipment, space, power & data with equipment replaced throughout all exchanges – currently over 100% of the UK core infrastructure has now been rebuilt. Please contact your service provider for relevant migration dates for your business.

Why is 21CN happening?

BT requires a simplified, software-driven customer network to enable the delivery of a new, simpler portfolio of next generation services to meet customer requirements in the coming decades. By collapsing 17 of BT’s existing networks into one global platform and reusing capabilities and removing complexity, 21CN will deliver services to customers more quickly and more securely.

Will the whole of the UK be switched-on? 

The process of upgrading BT’s network will be a nationwide programme although not all businesses will be affected. Please note cable and mobile networks, customers of Kingston Communications in East Yorkshire do not use the BT network to provide services so are not affected.

BT delivers network services to over 700 telecoms suppliers that provide phone, internet and mobile services to customers across the UK. So even though you may not be a direct customer of BT, your services may still be carried over the BT network, and therefore you may be affected by these changes.

Will my business need to do anything about being switched-on?

For the most part organisations don’t need to do anything. For example, you will not need an engineer to come to your premises and the road will not be dug up outside your offices as a result of 21CN. However, you will need to check how switched-on may affect your telephone, broadband and ISDN services and your office equipment and IT systems – visit www.switchedonuk.org to find out more. Specifically you might like to review what CPE equipment has been tested to date (see later section on this) and keep in contact with your service provider to implement any alternative routing plans for the night of migration and to establish dates for the migration of your sites. This is only necessary if you have products or services that run over a BT line.

How will getting switched-on to the new network affect large organisations over multiple sites? 

Large organisations over multiple sites will be contacted independently by their service providers about the switched-on process if they have products or services running over a BT line. There will be some very short interruptions to your phone, ISDN and broadband services when you’re switched-on. BT is continuing to work on minimising all service interruption times. The current maximum outage times are as follows: 

Phone services: up to three minutes outgoing and up to thirty minutes incoming.
ISDN services: up to ten minutes outgoing and up to thirty minutes incoming.
Broadband services: up to ten minutes interruption to the broadband service. 

I'm not a BT customer - will I be affected?

Even if you are not a customer of BT, you may still be affected by the switched-on process. BT delivers network services to over 700 telecoms suppliers that provide phone, Internet and mobile services to customers across the UK. So even though you may not be a direct customer of BT, your services may still be carried over the BT network, and therefore you may be affected by the switched-on changes. Please note cable and mobile networks, customers of Kingston Communications in East Yorkshire do not use the BT network to provide services so are not affected.
 
What is the general approach being taken for switching on next generation voice and data services? 

With industry agreement, BT is prioritising the delivery of new services, such as Ethernet and next generation broadband, ahead of migrating existing services. This ensures that the new services become available as quickly as possible. Following a window of customer-led migration, periods of mass migration will follow allowing BT’s legacy networks to be switched off. Your service provider will be in contact to advise you on next steps for voice, ISDN and broadband migration activities in terms of timescales and practicalities. 

What are the current timings proposed in terms of the customer-led and mass migration periods? 

At present it is proposed that there will be a window for voluntary migration activities for next generation broadband and Ethernet products from now until April 2010. Service providers have the option to migrate to new services during this period. After April 2010 there will be a detailed plan put in place to migrate the remaining voice and ISDN lines across the UK to the new network. 

This detail is currently being consulted upon with the communications industry. You may like to keep in touch with your service provider on the subject. 

How will the voluntary period work? What options will service providers have? 

Service providers may determine that they want to offer a particular service during this period – you will be advised by your service provider of any products that they will make available. In addition, Your service provider could decide to move all or part of its customer base on a geographic basis. 

This detail is currently being consulted upon with the communications industry. You may like to keep in touch with your service provider on the subject. 

I use a number of service providers to source communication services? How will this work? 

Your service provider will be in contact to advise you on next steps. 

Have service providers other than BT been informed about this programme? 

BT is keeping its wholesale service provider customers informed through a formal 21CN customer consultation programme called Consult21. Launched in June 2004, Consult21 has the objective of making its customers aware of the 21CN vision and BT’s progress towards it, achieving a shared understanding with the industry on 21CN and ensuring that the industry has an opportunity to input to 21CN development.

What is a next generation network?

A next generation network is a packet-based network able to provide services including telecommunication services and is able to make use of multiple broadband, quality of service (QoS) enabled transport technologies in which service-related functions are independent from underlying transport-related technologies. It offers unrestricted access by users to different service providers. It supports generalised mobility which will allow consistent and ubiquitous provision of services to users. 

BT’s 21CN next generation network programme enables the decoupling of the physical network and the services it supports. The network layer is the infrastructure that actually delivers a person's communications services, the services layer includes the actual services that are delivered, for example telephony, Internet access etc. Because of this separation, BT will not have to build a specific network to carry a specific service as has been the case in the past, meaning BT will be able to enable the delivery of new innovative services (both fixed and mobile) much faster (and easier) for customers. 

What technology will the new network be based on? 

BT’s next-generation network (21CN) will be based on Internet Protocol (IP) technology. This is not the Internet, but a private, highly secure network based on the same technology. 

The 21CN programme will transform BT’s many legacy networks into a simpler, but more powerful, multi-service network using IP technology. In the traditional world, services, such as voice require their own discrete networks with discrete infrastructure, systems, management and services to support them. In an IP world, services are applications. For example, voice becomes one of many applications running on a common platform and the systems, services and management processes are shared. 

Why is Internet Protocol technology being used? 

Internet Protocol technology is more flexible than traditional network technology and can handle communications previously carried by multiple, bespoke networks. The increased simplicity of the new network and the reduction in the number of operating facilities will also have the benefit of delivering reliability that’s at least as good as those of the services you enjoy today. 

Are there any network compatibility issues? Will I need to make any changes to my network to be 21CN compliant? 

No. You do not need to make any changes to your network to be 21CN compliant. However, you may like to check that any customer premise equipment (CPE) connected to a BT line is compatible with the new network. Please see CPE compatibility testing information under network resilience and security. 

Is the first mile connection between the BT local exchange and end customers’ premises included? 

No, the 21CN programme will not impact the “first mile” connection between the BT local exchange and end customers’ premises. This connection is currently considered out of scope for 21CN. BT is however fully involved in the current Ofcom consultation around fibre in the access network. BT welcomes this chance to engage with both the government and regulator. The UK has made great headway with broadband – in terms of availability and take-up - and it is important we do not lose this position of leadership.

If the migrated network uses IP technology then isn't it part of the Internet and vulnerable to hacking and other security risks?

No - this is a private IP network, protected by firewalls and other technologies that are not open to the Internet. Security, resilience and the ability to offer continuity of service were key design parameters of this new network from inception. BT is vastly experienced in managing IP-based networks as well as traditional, so there is considerable experience that can be brought to the switched-on programme. In addition, BT already manages many security conscious IP-based networks. 

How is the new equipment being protected? 

In terms of physical security - 24 hour building access, surveillance and internal security measures for core/metro nodes (key equipment used in the network) - is planned for every exchange. 

Just how resilient is the new IP-based network compared to the traditional PSTN?

From testing carried out resilience is equivalent to today's networks and in fact we have taken the opportunity to improve the network where possible. It should be noted that thorough site audits and preparations are carried out in every exchange to be migrated to ensure gas, fire and flood detection and protection. In addition, steps are taken to ensure that the location is not near any high risk property such as a petrol station for example. Finally, full emergency power generation facilities and Uninterruptible Power Supplies (UPS) are provided. 

If the migrated network has fewer points of switching than the current PSTN network wouldn’t an element failure cause more outages? How resilient is the new equipment that is being installed? 

Although there are fewer switching elements in the new network, they are engineered with high availability and resilience in hardware and software. Limits will be placed on the number of customers served by each element and the devices deployed are individually resilient. All the protection and restoration features that we have come to expect in the PSTN are built into the new network design and the new network is designed with service-specific resilience. 

21CN enables the decoupling of the physical network and the services it supports (eg broadband, PSTN, etc). Because of this separation we can engineer services to continue working in the event of a fault occurring within 21CN.
 
What happens if there is a major incident in the network?
 
Should an incident occur and we experience total loss of an exchange, there are mobile units in place that are strategically located across the UK enabling rapid response. There are three management support centres in place for the new network and a fourth specifically for disaster recovery. 

What about the night of migration itself? How are we are ensuring no loss of service during the migration process? 

There is an extremely thorough process in place for the night of migration itself – from preparing the network, monitoring process overnight and moving to business as usual support on successful completion. All switched-on activities planned have been shared with the communications industry with every effort made to minimise end user disruption. 

Who manages the migration process? 

A dedicated team in BT called the migration control centre (MCC) will manage the transfer process and special measures have been put in place for emergency and essential services. The MCC team works in conjunction with service providers and a number of reporting tools and information sources have been set up to ensure that service providers are kept informed about current migration activities throughout. In addition, established incident procedures come into play for unforeseen circumstances. In summary rigid processes are in place to ensure that ultimately end user service is not impacted during the migration process.

Is voice quality comparable between today’s network and 21CN?
 
The bottom line is that no-one should notice any difference. Steps are being taken to ensure that voice quality on 21CN is optimised - just as it is on the Public Switched Telephone Network (PSTN) today.

What about testing BT’s next generation network configuration? 

BT is working closely with service providers, manufacturers and industry bodies to test systems, services and customer equipment to ensure full interoperability with BT’s next generation network. World class testing facilities at BT’s Adastral Park and Swansea site undertake an extensive range of system and process testing and technology ‘proving’ activities and a considerable investment has been made in this aspect of the programme.

Activities include the integration and testing of all the equipment provided by vendors involved in 21CN and a comprehensive programme in conjunction with service providers and manufacturers to test equipment connected to a BT line. In addition, testing activities have included a trial network involving 600 BT employees. The trial network, linking BT exchanges in central London, Woolwich and Cambridge, carried over 160 million calls and provided valuable testing and learning that is now being deployed with live customers.

What other testing is undertaken before the network goes live?
 
BT completes its operational readiness and service introduction proving with activities in the wider network prior to full service launch. This is performed in conjunction with other service providers to ensure full interoperability and with combinations of trial and real customers. 

What about all my equipment that connects to BT lines? Is this being tested?

BT expects that the vast majority of customer equipment connected to current telephone lines and broadband services will work normally on the network once it has been switched-on. A comprehensive and rigorous testing programme is already underway. The approach taken is to test a representative sample of each type of equipment. Where any issues are noted, more exhaustive testing within a category is undertaken.

Can you give me some examples of what has been tested to date?
 
Telephone handsets, dial up and broadband modems, fax and answering machines, corporate switchboards and a wide range of other more specialist devices such as security, telecare and telemetry equipment.

Which equipment groups are being tested at the moment?

Current testing programme activities focus on telemetry devices, security and fire alarms, telecare and telehealth equipment, Point of sale equipment, cash terminals and cashpoint machines.
 
If you have any of the above equipment types, including security equipment, you might like to contact your service provider. Alternatively if you have viewed completed testing activities in the switched-on website but have further questions (for example where there is a particular make and model of equipment that you are concerned about that is not currently represented in the tested list) you can email the dedicated CPE testing email account: cpe21@bt.com.

Are there any industry associations that you have been in contact with regarding this testing programme?

Yes, to date BT has been collaborating with the following organisations:

Carriers & Suppliers
BSIA – British Security Industry Association (Security systems)
TSA – Telecare Services Association (Social & Telecare for the vulnerable)
ENA – Energy Networks Association (Gas & Electricity)
WITS – Water Industry Telemetry Standards (Water Industry)
Environment Agency
VocaLink Network (ATMs)
APACS – UK Payments Association (EPOS/EFTPOS)
Payphones
CAA/NATS – Civil Aviation Authority & National Air Traffic Services
Trinity House – lighthouses, coastguard
Fire Industry Associations
Network Rail (Railside emergency phones, signalling etc)
Lifts & Emergency Phones 

Where can I go to find out the results of customer premise equipment testing that has already taken place?

Please go to: http://www.switchedonuk.org/corporate/how/compatibility/. If you have viewed completed testing activities in the switched-on website but have further questions (for example where there is a particular make and model of equipment that you are concerned about that is not currently represented in the tested list) you can email the dedicated CPE testing email account: cpe21@bt.com.

Will ISDN be migrated? 

ISDN2e and ISDN30e products are planned to be migrated to 21CN but pre-ETSI ISDN2 and pre-ETSI ISDN30 products are currently being retired through the usual product retirement process. 

What will happen to Analogue Private Circuits? 

Analogue Private Circuits will not be supported on 21CN and they will be retired in line with legacy network closure. Proposals for the retirement of these services between now and 2014 have already been shared across industry. For further updates on product retirement activities please go to http://www.switchedonuk.org/corporate/how/analogueCircuits/ 

What will happen to my current broadband services?

Service providers will be offered the opportunity to upgrade to next generation high-speed broadband services. The migration will comprise of a single-step voluntary migration directly to next generation broadband services.

Will any BT products be retired/withdrawn as a result of 21CN activities?

For further information go to: http://www.switchedonuk.org/corporate/how/product/.
Note: the BT product retirements programme is managed and run independently of the 21CN implementation programme. Since communication with Ofcom, the presence of or reference to this retirements information with other 21CN materials is provided for a customer’s convenience and does not imply interdependence between the two programmes.

Will my services change?

21CN roll-out will cause little or no change to many of today’s products and services that run over the BT network. In the future new products and services may be available to you and your service provider will contact you with further details. Should you have any specific queries about current products and services please contact your service provider.

What about existing services on the night of migration?

From 10pm on the night of migration to latest 9am the following morning, no further changes can be made to your services. Under normal circumstances this will be completed before 6am but exceptionally could be as late as 9am the following morning. For example, diverts cannot be amended. This is known as the data services freeze. Please note that customers who are not migrating in the same area (for example featureline customers) will be subject to the same freeze impacts as migrating customers.

Will the Smart Divert facility be affected?

Yes, when your Smart Divert facility is migrated, the number you dial to access the facility will be changed. After migration you need to use the new access number – the old access number will no longer allow you access to the facility. It is important to note that your PIN (your personal identification number that allows you to use this service) will not change, only the access number. Please contact your service provider for further information if you use this product.

Is there an impact on the emergency services? 

The range of emergency and critical service bodies is listed below and includes life or death services (e.g. 999) and first response and advice services (e.g. Samaritans). The industry has been working with emergency and other critical service bodies for a number of years to plan the transfer of their services, so that they can advantage of the resilient systems and procedures already in place.

If you’re already on the phone to the emergency services when engineering work starts, your call will not be cut off. But if the network upgrades are already underway you won’t be able to make any emergency calls until the service interruption is over. However these interruptions will be quite short and for the most part will take place at night. Your mobile phone services won’t be directly affected. So if you have one, it’s a good idea to have your mobile phone fully charged and topped-up in case you need to make an emergency call. Consumers will be informed through a doordrop sent to them one week before migration and small businesses through a direct mail piece.

What is being planned in readiness for migration activities?

The 21CN migration command and control centre (MCC) will manage the end-user transfer process. It can decide to revert to the legacy network should it be necessary, but this intervention will only come into play in exceptional circumstances. The MCC team works in conjunction with service providers and a number of reporting tools and information sources have been set up to ensure that service providers are kept informed about current migration activities throughout. Established incident procedures will come into play should unforeseen circumstances arise, for example, floods or other serious incidents.

So which emergency and critical organisations are considered ‘life or death’ and ‘first response and advice’ services?

The industry has identified emergency and critical numbers that need to be managed during the period of transfer. As migration approaches, specific arrangements will be put in place with local emergency and other critical services. The emergency and critical organisations which will be subject to special measures during migration are: 

• 999/112
• 18000 - Text Direct
• Child-line - Non-Geographic Number
• Samaritans - Non-Geographic Numbers
• 101 Single Non Emergency Number
• 1212 Metropolitan police non emergency number
• NHS Direct
• NHS 24 (Scotland)
• Transco Gas Leak Reporting Number
• Anti-Terrorist Hotline 

Although we are not considered a ‘life or death’ organisation we are a utility company and run critical national infrastructure services – has this been considered?

Yes, alongside contact with the emergency and critical organisations BT has liaised with a number of utility organisations and their service providers to put in place some special measures in case of need. This includes the availability of an emergency number (for utility organisations only) and plans to regress a line or lines that have been migrated if this is deemed to be the only remaining cause of an issue. There are documents that provide further information – in particular ‘supporting information for utilities and the environmental agency’. Please contact your service provider for a copy.

I do not manage ‘blue light’ services but have some concerns managing risks associated with our network and the services we provide can I add our services to the emergency and critical list?

No. Only ‘life or death’ or ‘first response and advice’ organisations are included in this list. If you have specific concerns about the services you provide please contact your service provider.