1. Preparing for 21CN Migration Dawn Foley/ Bob Corner Customer Engagement The dates and other information about BT's 21CN programme in this presentation are based on the best information currently available. As in any programme of this size and complexity, they may be subject to change.

2. © British Telecommunications plc Agenda Brief recap on 21CN Bob Corner Preparing for 21CN Migration Dawn Foley Timeline of Events Dawn Foley Transfer Engineering Impacts Dawn Foley So What Does It Mean ? Dawn Foley Communication Materials & Tools Available Wendy Moir Summary of Timelines & Impacts Bob Corner Questions & Answers Bill du Cann

3. © British Telecommunications plc The changing face of communications The Inter-human web >Web surfing >Simple ebusiness >Mobility WWW Business and society is adopting the Inter-Human web Transformation Time >Simplex communications >Email, ftp, telnet >Cost focus Internet >multimedia based collaboration between any terminal >ubiquitous virtual business applications and performance >Interactive multimedia services (IPTV)

4. © British Telecommunications plc 21CN – It isn’t the internet Fiction: IP networking is ‘dangerous’ with viruses, hackers, worms... being the norm Facts: 21CN is a private, carrier grade IP network protected by firewalls and other technologies that is not open to the internet 21CN is a managed and controlled network subject to detailed planning rules and security measures The telecoms industry already manages many security conscious IP-based networks

5. © British Telecommunications plc To implement 21CN BT is… Emulating defined products and services onto 21CN –Its intent is to do this unchanged from current features and benefits –Some products will remain on the legacy network Private Circuits - consultation in 2008 begins Datastream and IPstream SDSL will remain on legacy Migrating all our lines and connecting them to this new NGN core network –This means that every line across the country will experience an outage –30 million PSTN and more than 8 million BB lines –That is more than 150,000 lines every week !! Developing in parallel an NGN product portfolio

6. © British Telecommunications plc Providing the assurance before we start We have already ran thousands of tests which will continue throughout the programme –Products –Migration processes –Customer Premises Equipment (CPE) compatibility –Network / vendor testing CP’s feedback on test criteria has been incorporated For up-to-date CPE compatibility results go to switched on website Detailed test results can be accessed by CPs only through the 21CN Test database via a secure log on Collaborative assessments take place to understand the impacts on CPE compatibility issues http://21cntestingdb.bt.com/

7. © British Telecommunications plc Consultation Approach Consult Line Migration eg Pathfinder Review Review TE methods and migration processes Assess the impact On end users BAU fulfilment /assurance processes Identify information and tools required to manage these impacts BT carry out a carefully designed migration in line with a published plan CP’s manage their customers through the migration in line with policies they have created BT/CPs verify the migration process was carried out as expected BT/CPs identify gaps CP’s to review their processes/policies CP’s identify any refinements to their processes/policies National Migration

8. © British Telecommunications plc Providing the assurance before we start Additional measures have been implemented for Emergency & Critical Service (E&C) Providers –Additional care extended to E&C calls in pre migration stages including ‘tagging’ of lines –Additional monitoring of end user calls in progress during transfer –Working with Emergency Authorities Customers will be automatically and seamlessly migrated, we as CPs need to provide appropriate communications and messages of assurance

9. © British Telecommunications plc Phased Approach Basic Principles are to migrate PSTN, ISDN and BB in distinct Transfer Engineering methodologies. Each migration will have a pilot eg Pathfinder –Interconnect –PSTN –ISDN –BB Pilots are controlled, start small building in volume Objective is to demonstrate mass migration capability and identify gaps/corrective actions PSTN/WLR started in Wick in Nov 2006 –Covers 350,000 PSTN lines IPstream starts in West Midlands in Nov 2007 –Covers circa 60,000 users [tbc]

10. © British Telecommunications plc Phased approach - PSTN All POTs customers on the Wick concentrator have now been migrated successfully and the Wick concentrator is now supporting the full range of voice products and services. –Bedlinog concentrator 600 lines- 03/07/2007 –Nelson concentrator 2200 lines-19/07/2007 –Ynysybwl concentrator 2000 lines- 30/07/2007 –Treharris concentrator 3000 lines- 06/08/2007 –Ferndale concentrator 5000 lines- 13/08/2007 –Tonyrefal concentrator 5000 lines- 13/08/2007 –Caerphilly DLE 20000 lines- 20/08/2007 Subject to the overall programme these dates may change

11. © British Telecommunications plc Impacts Timeline (~9months) Frames clean up PSTN BB ISDN2 ISDN30 X X (~6-3 months) Grooming (~3-1 month) TCP Install Line Migration XX Some minor differences in service – its emulation not replication Grey = some customer affected Black = all customers will be affected X

12. © British Telecommunications plc Communications & Impact Timeline - PSTN (~9months) Frames clean up (~6-3 months) Grooming (~3-1 month) TCP Install Line Migration PEWS Migration status reporting PEWS (~9months) Migration Schedule @ weekly level Switched-on Website available to residential end users & SMEs ( 1 week to night ) Carlson door drops for SMEs and residential (~3months) Migration Schedule @ nightly level

13. © British Telecommunications plc ~Now – 3 months to go - PSTN ~9 months schedule issued National Schedule Plan….. Schedule issued with quarterly dates Identify requests for change ~9 months the week is published - 8 months plan ‘locked’ ~3 months the night of is published Switched-on web site is updated ~3 months schedule issued ~2 weeks schedule issued Switched -on web site

14. © British Telecommunications plc ~6 – 3 month to go - PSTN MCC issue Pew for Grooming TE Impact Matrix publishes the worst case scenario……. PSTN ~3 mins 10% of customers affected 24 hours 7 days a week All reasonable steps taken to protect calls in progress Evidence to Date….. Initial trial customer break between 2 – 3 mins Full scale trials to commence 10%

15. © British Telecommunications plc ~3 – 1 month To Go - PSTN MCC issue Pew for TCP fit TE Impact Matrix publishes the worst case scenario……. PSTN ~3 mins 100% of customers affected 24 hours 7 days a week All reasonable steps taken to protect calls in progress Evidence to Date….. Two methods: 1.80% of end users Based on 22,000 lines - average 11 seconds break 2.20% of end users 320 lines - Av customer break 2 mins No end user faults recorded, although some feedback from end user when notification took place 100%

16. © British Telecommunications plc Timeline 2 weeks to Go - PSTN Line Migration ( 1 week ) Carlson mail drops -3d Post-Cut Over Monitor Business As Usual 0d pm <+7d QG2 QG3QG4QG5QG6 0d midnight 1d am On the night and early hours of migration SitReps Site Readiness Migration Readiness Migration Commencement Migration Completion / Stability Commencement Stability Completion / Release to BAU PEW issued From 10pm no end user activated changes can be made eg change or initiate call divert

17. © British Telecommunications plc Post Migration - PSTN MCC QG5 - Migration Completion Next Morning End User Differences……. Impacts lifted from data freeze, End user can once again Access messages Change Call Divert Some end users will notice minor changes to their features Reminder Call Outgoing Call Barring – change of code/change of operation Special Dial Tone Some now have ‘Howler’ for first time Smart Divert access CPE Impacts ? See TE Impact

18. © British Telecommunications plc Recap of Objectives of Today Provided the Assurances –Understanding of the timelines –Knowledge of the impacts –Awareness of Testing roadmap –Understanding of the Communications available Industry need to turn these Assurance statements into end user communications

19. © British Telecommunications plc Communications CP tool kit Things that can be shared/said with end users Tells them the what and deals with their issues Product & consultation briefing Helps CP’s understanding How you know what you need 21CN Migration Portal PEW information Scheduling information TE MATRIX CE Workshops End users CE Workshops

20. © British Telecommunications plc

21. What is switched-on? Switched-on is the name of the programme of public information to communicate BT’s migration to a next generation network. A switched-on branded door drop will be sent to almost every residential address in the UK. A targeted direct marketing pack will be sent to approximately 2 million single site small businesses. Corporate customers will be informed of the switched on process directly by their CPs. An independent switched-on web site has been developed to provide additional information and to further reassure customers about the new network. Over time, customers will be able to use the web site to find out when their voice, broadband and ISDN services will be switched-on. A dedicated and independent switched-on call centre has also been set up to provide information to customers and to handle customer queries relating to the switched-on process. Switched-on is not commercial in any way and is not designed to give any single provider a competitive advantage. It will not communicate any new services or benefits enabled by the new network for BT or any other CP.

22. © British Telecommunications plc Website visuals

23. © British Telecommunications plc Door drop and direct mail visuals Residential door drop SME direct mail

24. © British Telecommunications plc The switched-on communications toolkit To ensure CP generated communications regarding the new network and the process of getting switched-on are consistent across the industry, a comprehensive toolkit of collateral and guidance was circulated to the communication teams at every CP in the UK. Contents include: -Switched-on identity artwork and brand guidelines. -Call centre briefing pack. -Information on how to register for the CPE testing tool and resolve technical questions. -Pre-approved messaging for inclusion in internal and external communications. -Guidance on how to refer to the switched-on web site and call centre, including easy to install banners and buttons for CP external and internal websites. -The latest version of this presentation. The latest toolkit materials can be downloaded from the communications area of the Consult21 website and will be added to over time at www.btwholesale.com/consult21 www.btwholesale.com/consult21

25. © British Telecommunications plc CP Toolkit

26. © British Telecommunications plc Webcall update 18 AprilProduct retirements 24 April21CN overview 2 MayMigration process 22 MayCPE compatibility testing programme 31 MaySwitched-on communications campaign 20 JunePathfinder programme overview 9 JulyPreparing for 21CN migration 26 JulyBroadband migration programme 27 Sept Migration portal overview Industry invited to suggest topics of interest …

27. © British Telecommunications plc SOURCES OF FURTHER INFORMATION Information and support for communication providers on the 21CN programme: http://www.btwholesale.com/consult21 The independent public information website covering the process of migration: http://www.switchedonuk.org For general information about BT’s 21CN programme go to: http://www.btplc.com/21CN/

28. © British Telecommunications plc Summary Its not just on the Night Impacts Before, During and After Migration Its not just a physical disconnection It is PSTN BB and ISDN services Communications are available It’s already started….. How are you going to use these tools to ready yourselves Internally – Are your people Informed, Prepared and Ready ? How are you going to formulate end user messages? Do you know where to go to get the Information? Are you switched-on yet ?

29. © British Telecommunications plc  Answers Questions