1. 1 New actions from Oct 2012 ActionOwnerActionStatusDetail AP1 10/12 Simon Brisbourne Investigate requirement to have bills in PDF format New AP2 10/12 Simon Brisbourne Requirement to have ability to raise billing disputes on line & track through to resolution New AP3 10/12 Richard Marsh Improving service/training New AP4 10/12 James Lister/Simon Brisbourne Investigate if customers can be sent a list of migration orders for a final check (within an agreed response time) to highlight exclusions New AP5 10/12 James ListerInvestigate possibility of “weighting” faults post migration (with caveat that CPE is test first) as likely to be connected to the migration & would save SFI time New AP6 10/12 Richard Marsh Show one contact resolution statistics in with service KPIs New

2. 2 New actions from Oct 2012 ActionOwnerActionStatusDetail AP7 10/12 Richard Marsh Investigate requirement to shorten KBD/ SFI process to enable a fault to be sent back New AP8 10/12 Kris Barker/ Richard Marsh Review options for a specific service/technical forum New AP9 10/12 Kris BarkerRequirement for a different service wrap for business customers – could cover a range of elements – KPIs, prices etc New AP10 10/12 Andy WrightProvide a view on the likely impact of LTE on BB in the UK (is there a defence plan etc) New AP11 10/12 Neil Tye for Lee Martin Provide FTTC availability information for business customers by cabinet New AP12 10/12 Richard Marsh E-chat API update New AP13 10/12 Neil Tye/Specific CP Specific CP has experienced engineers on fibre faults disconnecting the extension cables and then refusing to reconnect them New AP14 10/12 Richard Marsh Does BTW have or plan to have a simulated verification environment for CPs to utilise, rather than the on-ramp facility for eCoPlus provisioning New

3. 3 Closed actions ActionOwnerActionStatusClosure date Detail AP1 5/12 Product team Request for broadband roadmaps on btw.com/updated after each release ClosedOct 12New roadmap presented at ISP Forum 4 th October 2012 AP2 5/12 Simon Brisbourne Provide information on TPON exchanges – what is happening on those under retirement? ClosedJuly 12 Broadband is not supported on these lines AP3 5/12 Yvonne Forrester FTTC – Ethernet – is there a 7 hour repair map – can we have a slide on it & add targets to the slides and first contact resolution ClosedJuly 12 FTTC will be included in future service packs. The Forum will remain BB focussed so Ethernet will not be covered AP4 5/12 Yvonne Forrester MSO/PEW customer impacts & volumes ClosedJuly 12Covered in July interim ISP Forum webcall AP5 5/12 Yvonne Forrester KBD testing – request to test on KBD even when an MSO is outstanding – would still want to test ClosedJuly 12Yvonne has submitted this for consideration in KBD overhaul – to take place in Q3

4. 4 Closed actions ActionOwnerActionStatusClosure date Detail AP6 5/12 Yvonne Forrester KBD testing – want to be able to do a TAM test even when the questions down lead to it – eg ADSL line lost sync but no PDD ClosedJuly 12Yvonne has submitted this for consideration in KBD overhaul – to take place in Q3 AP7 5/12 Neil Tye (for Ethernet team) Can the ISP Forum include Ethernet service as well? ClosedJuly 12 The Wholesale Ethernet product team use the main product event (the BTW Showcase) to detail their propositions and have regular meetings with their customers, where product issues can be discussed. Service issues are dealt with via the normal service escalation channels. The team are also looking at holding update webcalls aligned with the roadmap releases – to explain what’s new and what’s coming up. It is therefore more appropriate to keep the ISP Forum Broadband focussed. AP8 5/12 Richard Marsh An ongoing issue where engineers are not receiving the notes on fault jobs – is there anything else that could be done? ClosedOct 12No CP examples provided ( to email examples to track through where engineers have not received notes) AP9 5/12 AllInclude thought leadership topics at the ISP Forum ClosedOct 12Closed – but noted for future Forums – David Thorne presented at Oct’s Forum. Please let us know if this fitted the bill. You can suggest future agenda topics on the feedback form AP 10 5/12 Simon Brisbourne Capacity issues on migration from 20C to WBC in Northern Ireland ClosedOct 12 Closed – covered Oct’s presentations AP 11 5/12 Simon Brisbourne SFI to present back/update – potential feedback? ClosedOct 12 Closed – covered Oct’s presentations

5. 5 Key agreements noted DateKey agreement noted 4 th October 2012Discussion about migration from Datastream and Ipstream services to their 21C product replacements. No issues were raised by attendees with meeting the requirements to migrate their customers to the existing 21C product portfolio.