INFORMATION FOR COMMUNICATION PROVIDERS AND CALL CENTRE
TEAMS TO USE WITH CUSTOMERS
Version 24
10.07.09
Q&A document to support 21CN migration communication
A.
Overview
B.
Migration
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C.
Service related
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D.
General issues
Process
Disruption
Schedule
Datafreeze
Emergency/critical services
Contingencies
Voice/telephony
Broadband
Other service issues
Impact on multi-location/international businesses
Network issues
 Reliability/resilience
 Internet protocol
 Security
E.
Technical issues
 Network testing including customer premise equipment
(CPE)
 Systems/equipment
F.
Issues specific to service providers
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A. Overview
A1. What is the ‘21st century network’?
BT’s 21st century network (21CN) will provide advanced
communications for the future. This new network will establish a
platform, supported by common standards and interfaces, for all
BT communication services – whether voice, data, video or
internet. It will provide one of the infrastructures to enable
communication between any device, from anywhere, at any time.
A2. How will it be introduced?
Establishing 21CN involves the migration of some 30 million
Openreach* access lines onto the new infrastructure.
*Openreach, part of the BT Group, manages the last mile of the
network on behalf of industry from the home or business to the
local telephone exchange.
A3. What technology will 21CN be based on?
In technical terms, the 21st century network (21CN) will be based
on Internet Protocol (IP) technology, alongside similar
technologies. IP is more flexible than traditional circuit switched
networks and can handle communications previously carried by
multiple, bespoke networks. The physical simplicity and reduction
in the number of operating facilities will have the added benefit of
improving reliability for those services provided across the BT
network.
A4. What does being switched-on mean?
BT is upgrading its phone, broadband and ISDN lines to a nextgeneration network. These upgrades are needed to simplify and
improve the network, by replacing current systems with IP-based
technology. The new technology is being installed at various points
on the network including local telephone exchanges.
A5. Who does switched-on affect?
BT delivers network services to over 700 telecoms suppliers that
provide phone, internet and mobile services to customers across
the UK. So even though consumers may not be a direct customer
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of BT, their services may still be carried over the BT network and
therefore could be affected by the migration of the network to
21CN.
Please note cable and mobile networks and customers of Kingston
Communications in East Yorkshire do not use the BT network to
provide services so are not affected.
A6. Who is behind switched-on?
Switched-on is an initiative from BT in consultation with the
communications industry and with input from Ofcom, the
communications regulator. We are undertaking a campaign of
public information to make residential and business customers
across the UK completely aware of the future benefits of the
migration to BT’s 21st century network (21CN) as well as the
potential interruptions and changes to their services. In addition,
information is provided for resellers of communications equipment
and services.
A7. Is switched-on the same as the switchover process we
have heard about?
No. They are different campaigns.
About Digital UK
Digital UK is the independent, not-for-profit organisation leading
digital television switchover in the UK. The company manages the
upgrading of the UK’s 1,154 television transmitters for digital;
explains switchover to the public; and works with industry to
ensure understanding and support for switchover. Digital UK is
funded by the public-service broadcasters and multiplex operators.
The consumer helpline is 08456 50 50 50.
About the switchover campaign
Starting in 2008 and ending in 2012, TV services in the UK will go
completely digital, region by region. The UK’s old analogue
television signal is being switched off and replaced with a digital
signal. This will create a fairer situation in which everyone has
access to a choice of affordable digital services. Switchover will
also allow the UK to remain a world leader in broadcasting.
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About the switched-on campaign
The digital switchover affects only television, while switched-on
affects BT telephone lines. 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.
B. Migration
 General issues
B1. What is 'migration' and how will it affect me?
'Migration' refers to the transfer of Openreach access lines and
voice, broadband and ISDN services to BT’s next generation
network known as 21CN.
B2. What services will migration affect?
Migration will affect PSTN (voice services), broadband and ISDN.
B3. Will 21CN be introduced across the UK?
Yes. Initial voice line migration activity has commenced in the
South Wales area and will be rolled out to other areas of the UK
from July 2010 onwards. In addition, work is already underway to
enable a number of exchanges across the UK for next generation
broadband.
B4. How will migration work and what are the overall
timings?
Phone, broadband and ISDN will be switched-on through different
planned activities and at different times in the programme.
The UK telecommunications industry has agreed to a fresh
approach for switching on broadband, ISDN and phone services in
the UK to enable you to benefit more quickly from the new services
that are being made available on BT's next generation network.
The delivery of new next generation services such as Ethernet (for
businesses) and broadband are being prioritised ahead of
migrating existing services.
For broadband, as the next generation service is enabled in an
area, service providers can elect to provide that service to their
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customers. Some service providers are already providing this new
fast broadband service in some areas, which is now enabled to
40% of the population, and is due to rise to over half the population
by the end of March 2010.
By the summer of 2010, BT will have completed voice line
migrations in the South Wales area. Good progress is being made
with approx 75K customer lines already working on the new 21CN
network. This footprint in South Wales of some 350k lines will
provide the customer base to have tested migrations at industrial
scale, before beginning national service migration thereafter. BT
does not have dates at present for voice line migration activities
outside of the South Wales area but will inform the
communications industry and equipment manufacturers as soon
as this information is available.
With very few exceptions, private circuits will not be affected
directly by this work taking place in the exchanges. Most private
circuits will continue for several years.
B5. Will businesses (particularly large organisations) be
forced to migrate to the new network?
All Openreach lines will need to migrate onto 21CN. Private
circuits will not be moved until much later in the process. Multisite corporate businesses are advised to keep in touch with their
service provider on the process of migration to 21CN.
B6.
Will my business need to do anything itself at the point
of migration?
Please note that you don’t need to do anything to your phone,
socket or landline, and your equipment should continue to work
normally when you are being migrated. We are carrying out a
rigorous testing programme to assess the office equipment and
technology that’s typically linked to business phone lines, where
we expect the vast majority to be OK to migrate to 21CN. All
service providers have access to the test list and have had the
chance to make any additions. Your service provider will be able to
give you more information on this.
B7. Will multiple locations of my business be affected at the
same time?
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Please contact your service provider regarding migration timelines
for your business who will be informed at the earliest opportunity.
B8. I'm not a BT customer - will I be affected?
Even if you are not a customer of BT, it doesn’t mean that you
won’t be affected by the migration 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 21CN changes.
BT is working closely with all service providers who deliver
services over, or interconnect with, the BT network to ensure the
transition onto 21CN goes smoothly.
 Process
B9. Who is monitoring the process of migration to 21CN?
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. During the migration and until
hand over to business as usual the Migration Command & Control
centre will monitor closely all aspects of operational performance.
B10. What monitoring will take place after migration?
There will be a series of post-migration checks on lines and
connections, plus a seven-day continuous stability period and a
phase in which the performance of the network will be assessed.
B11. What if BT discovers faults through post-migration
monitoring?
BT expects its monitoring will pick up any faults, should these
occur. If you identify any yourself, you should contact your service
provider using their usual customer service helpline.
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B12. Will migration lead to any breaks in service?
Yes, there will be some short breaks in service due to preparation
for 21CN and the migration process itself. These are inevitable to
allow the necessary engineering work to take place. But these
types of engineering works are commonplace today. The principle
is to achieve the shortest service interruption possible and, where
practical, this will take place at periods of low network activity
(such as during the night).
B13. What does 'break in service' mean?
It means that for very short periods of time, customers won’t be
able to make or receive calls. For voice services, it means that no
calls can be made to or from landlines, and calls in progress will be
lost, although emergency calls in progress will not be cut off. There
will be a delay before outgoing calls can be made again and there
maybe a longer delay before incoming calls can be received.
There will also be breaks for both broadband and ISDN migration
and whilst the Broadband service is being migrated there will be a
voice service outage.
Throughout this period, mobile calls will be unaffected (although
any calls to or from a landline at the point of migration will be lost
and will have to be redialled).
B14. How many breaks in service will there be?
Everybody with a landline for voice services will experience a
break in service at some point between 12 midnight and 6am on
which their local exchange is migrated. There may be other very
short breaks in service at other times for some customers.
You will also experience further breaks in service if you use
broadband or ISDN. When broadband services are migrated there
will be an outage to your voice service as well. When ISDN lines
are migrated this only affects the ISDN service (voice or data
services).
These breaks in service are all required to enable completion of
the engineering tasks involved in migration to 21CN. Where
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possible, they will be scheduled for periods of low network activity,
typically the early hours of the morning.
B15. When will the breaks in service take place? And how
long will they last?
This will depend on the service that is being migrated:
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 ten
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.
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 the BT
network.
B16. When will the precise times and duration of breaks in
service be confirmed?
The current timescales and anticipated duration of breaks in
service are as precise as can be estimated at the moment. BT is
continuing to work on minimising all service interruption times and
will share any updates on service breaks with service providers.
 Schedule
B17. What is happening in the Cardiff area?
Cardiff and the surrounding areas is where BT has been migrating
voice lines to the new 21CN network. By the summer of 2010, this
switching on work in South Wales will be complete. Good progress
is being made with aprox 75K customer lines already working on
the new 21CN network. This footprint in South Wales of some
350k lines will provide the customer base to have tested
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migrations at industrial scale, before beginning nationwide
migrations thereafter.
B18. How can I find out about when migrations are being
scheduled?
Consumers and businesses with broadband related enquiries
should contact their broadband service provider directly as this is
being managed through a separate programme of activity.
BT does not have dates at present for voice line migration
activities outside of the South Wales area but will inform the
communications industry and equipment manufacturers as soon
as this information is available
B19. Can my company request changes to the migration
schedule? Do I go to BT or directly to my service
provider with such a request?
BT is working with service providers on the scheduling of voice,
broadband and ISDN migration activities. Please note that
changes can only be made in exceptional circumstances. If you
have any serious concerns about a particular date for a migration
you should discuss them with your service provider.
B20. What will be the process for reviewing feedback and
issues from the Cardiff area, prior to further migrations?
There will be a continuous programme of reviewing feedback and
issues throughout ongoing migration activities with service
providers.
 Datafreeze
B21. Will there be any ‘freeze’ period, during migration, when
certain services cannot be changed or provided?
A data freeze will be in force from 6pm on the night of migration
until migration has been completed. New orders will be accepted
but not actioned until after the transfer activity has been
completed. Network services, such as alarm wake up calls and call
diversion, cannot be altered from 10pm until migration is complete
but services programmed beforehand will work as normal with the
exception of alarm or reminder calls which do not work on the night
of migration.
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Customers who use the reminder call service are advised that this
facility will not be available on the night of migration between the
hours of 12:00 pm and 09:00am, BT cannot guarantee delivery of
any reminder calls during this period regardless of when they were
requested.
B22. What is the process for receiving and actioning faults
during a datafreeze period?
If you experience any faults during the migration process you
should contact your service provider using their usual customer
service helpline number.
B23. Will customers that are not being migrated but are
connected to the same exchange be affected by the data
freezes?
ISDN2, ISDN30 and POTS customers who are not migrating (for
example featureline customers) will be subject to the same freeze
impacts as migrating customers.
 Emergency/critical services
B24. Will I still be able to make 999 calls at the time of
migration?
As with any infrastructure upgrade, every end-user will experience
breaks in service on migration to 21CN while engineering work is
undertaken. Plans are being refined to minimise end-user impact,
ensuring any service breaks are as short as possible; they take
place in periods of low network usage – typically during the night and calls in progress to emergency and other essential services
are not cut off. However, it will not be possible to make any new
999 calls whilst migration is taking place.
With the exception of these short service outage periods irrespective of whether end-users are served by 21CN or legacy
networks - communications will remain seamless for all types of
calls, including emergency, local, national, international, mobile,
fax, or internet. More communications on your specific transfer
experience will be available as migration to 21CN approaches.
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Mobile calls will not be affected by migration at any point unless
the mobile call is to or from a fixed line on that exchange, so 999
calls can be made from a mobile at any time.
B25. How will emergency services be safeguarded during
migration?
Recognising the importance of emergency and other essential
services, special measures will be taken to minimise the end-user
impact on migration to 21CN. For example:
- engineering plans are being refined to ensure any breaks are
as short as possible
- calls in progress to emergency and other essential services
will not be cut off
- industry will be working with the emergency and other critical
services to plan the transfer of their services, taking
advantage of the resilient systems and procedures already in
place
- as migration approaches, specific arrangements will be put in
place with local emergency and other critical services
- The 21CN migration command and control centre 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
- established incident procedures will come into play should
unforeseen circumstances arise, for example, floods or other
serious incidents.
B26. What is meant by ‘other essential/critical services’ and
how are they designated?
In addition to the ‘blue light’ 999/112 services, some other
communications services are deemed critical to public safety. They
include, for example, text direct (18000); 101 (single nonemergency number); ChildLine and the Samaritans. Through
Consult21, the industry is identifying emergency and critical
numbers that need to be managed during the period of transfer.
B27. Will migration make it more difficult to locate a caller
during an ‘incident’?
Identifying the location of an emergency caller will not be affected
by the introduction of 21CN. It will be possible to determine the
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location of an emergency caller by linking their telephone number
to an address.
B28. How will the utility industry’s safety critical applications
be supported?
For the safety critical applications that use the Public Switched
Telephony Network (PSTN), BT has been working with the utility
industry organisations (WITS, ENA, etc) to identify what equipment
is used by the utilities and to agree a test plan. These utility
company test plans are then being built into the overall testing
programme to allow any required actions to be taken prior to
migration and to ensure that there is no service impact when the
applications migrate to 21CN.
For safety critical applications that use private circuits, BT has
committed to support these services on the existing infrastructure
until at least 2014.
In January 2008 BT ended its formal consultation with the UK
telecommunications industry on proposals and solutions for
supporting private circuit based safety critical applications on
21CN. As part of this process, BT also engaged with the utilities
sector to understand their requirements in order to support the
safety critical applications currently running over private circuits.
Until BT can demonstrate private circuit based safety
critical applications can be supported on 21CN without impacting
service, these applications will remain on the existing network
infrastructure until alternative arrangements can be made.
B29. Will power failures affect the ability to make calls?
The impact of power cuts is much the same as it is today. Voice
calls from a landline will be maintained in the case of a local power
cut so long as the phone being used does not depend on mains
electricity. The operating instructions for DECT, cordless phones
and voice over the internet services advise users that ‘alternative
arrangements should be made for access to emergency services’
– that is, to keep at least one handset that doesn’t require mains
power.
 Contingencies
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B30. Who will be co-ordinating the migration process and
reacting to any issues?
BT has created a 21CN migration command and control centre called the MCC – to manage the migration process. The MCC will
have responsibility for go/no go decisions and take decisions
whether to revert to the existing arrangements if this becomes
necessary during the migration process.
A control manager at each BT local exchange will co-ordinate the
on-the-night migration activities. This 21CN activity will link into
'business as usual' network monitoring and service management
operations. For example, established incident procedures would
come into play should unforeseen circumstances arise, for
example, floods or other serious incidents.
B31. Are there any specific contingency plans for voice and
ISDN services?
A fallback strategy is being put in place, should it be necessary for
a bulk return of end-users to the existing legacy networks.
Managed by the Migration Control Centre (see above),
arrangements cover the aborted migration either before or during
migration, or reverse migration for a period of around seven days
after the transfer process has been completed. Around half a
million tests have been completed before the first end-users are
migrated to 21CN and fallback procedures are only expected to be
used in highly exceptional circumstances.
B32. How are 999 calls monitored on VoIP phones?
It is not technically possible to detect a 999 call during the period
when you are being switched-on. Customers with a VoIP phone
are advised to maintain an alternative option for 999 calls.
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C. Service-related
 Voice/ telephony
C1. Will migration affect my mobile calls?
21CN migration will have no effect on your mobile calls unless you
are calling from or to a migrating landline at the time of transfer. In
this instance the call may be terminated or not get through and a
new call will need to be made.
C2. Will it affect my mobile signal? Will it improve it?
21CN migration will not affect mobile signal reception or
transmission.
C3. Will the mobile coverage in my area be improving?
There will be no direct effect on mobile coverage as a result of
21CN migration.
C4. Is my service going to sound different following
migration?
There will be no perceptible difference to dial tones and ringing
tones heard by the end user once migration has been completed.
There may be minor changes to the tones advising end users of
call diversion, message waiting and off hook. For general updates
on customer premise equipment and the testing activities
underway please see the equipment compatibility area of the
switched-on website
http://www.switchedonuk.org/home/how/compatibility/
C5. Will I still be able to make calls in the UK?
Yes, incoming and outgoing calls can be made in exactly the same
way as you make them today, once migration has completed.
C6. Will I still be able to make calls abroad?
Yes, incoming and outgoing international calls can be made in
exactly the same way as you make them today
C7.
Can I still use calling features, like 1471?
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Yes. Your network services / push-button facilities will still be
available to access. However, you may not be able to make any
changes, e.g. to call minder, call diversion and call barring,
between 10.00pm at night and 9.00am latest the following morning
when the migration takes place. However, services programmed
before this will work, except during the service break when
migration takes place.
For some customers who have chosen to take or make use of
additional service functionality there will be the following changes:
 Customers who use the reminder call service are advised
that this facility will not be available on the night of
migration between the hours of 12:00 pm and 09:00 am,
BT cannot guarantee delivery of any reminder calls during
this period regardless of when they were requested.
 If you use the call barring facility your options may
change. For national, international and premium rate calls
use options 2 & 7. For international and premium rate
calls use options 3 & 7.
 If you have messaging facilities you may notice a different
tone to indicate there is a message waiting.
 If you divert your calls you may notice a different tone to
indicate when your line in on divert.
 If you currently use your services to programme daily
reminders on a weekly basis, please note that you must
now set any reminders on a daily basis.
 If you divert your calls when you are busy or when there is
no reply you now need to key in a separate code for each
of these services. For diverting calls when busy key in *67
and for diverting calls when no reply key in *61. You may
also notice a different tone to indicate these services are
active.
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 If you accept an operator connected call, your Caller
Display will show the operator number rather than the
original calling number.
 If you mistakenly press Recall after setting up a three way
call, you may no longer receive an error announcement,
however you will still be re-connected to your three way
call after a few seconds’ delay.
C8. Will my call forwarding service work as it did previously
before being switched-on?
Yes, your call forwarding service will continue to work after you
have been switched-on. However, you may experience a change
to the announcement you hear when you dial *21* to divert all your
calls. Prior to being switched-on you may have heard a voice
prompt to ask you to input the number that you wish to divert to
and press #. After being switched-on this voice prompt will
disappear. The service continues to work as normal but you need
to be aware that you will not get the prompt message that you
were used to receiving. Not all customers currently hear this
announcement so if you do not currently hear this voice prompt
there will be no change to your call forwarding service.
C9. Will anything change for people calling me?
No. Incoming calls can be received in exactly the same way as
they are today.
C10. Will there be an incoming call delay post-migration? If
so, how will callers be made aware ?
There will be a short period on the night of migration when
incoming calls cannot be received by migrating lines, during this
period callers will receive ring tone as normal but the called line
will be disconnected and therefore will not ring out. In normal
circumstances this will only last for one or two minutes and in the
worst case up to ten minutes.
C11. Can I carry on using text relay services?
Yes. BT is working alongside disability and consumer
organisations, healthcare professionals and social services and
will aim to make the migration to 21CN as smooth as possible from
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a basic phone service to highly specialised services, including the
national text relay Typetalk.
C12. Is 21CN guaranteed to provide the same voice quality as
the current PSTN (or could it be adversely affected by
jitter and delay, resulting in echo or mobile type
quality)?
BT currently envisages that voice quality on 21CN will be the
equivalent of PSTN. By employing state-of-the art technology,
helping to define appropriate industry standards and through
rigorous assessment of voice quality, BT is seeking to ensure that
voice quality on 21CN is optimised. The bottom line is that end
users should not notice any difference
C13. Will there be any impact on data traffic over a PSTN
line?
Data traffic will suffer the same interruption as a PSTN call during
migration. Following migration, data traffic transmission will
operate in exactly the same way.
 Broadband
C14. Will 21CN boost broadband capabilities?
With regard to broadband there are many factors that affect
broadband service availability and speed. This includes electrical
interference, faulty wiring and the equipment that is connected to
the network as well as distance from the exchange. BT works
closely with service providers to provide the best quality
connection possible, however unfortunately there is a limit to what
can be achieved where very long lines to the home or office exist.
The process of being switched-on will not resolve any existing
broadband service availability/speed issues. This is specifically
where you have been informed that this is due to your distance
from the local telephone exchange.
C15. Will broadband be available in all areas when roll-out
has been completed?
This particular upgrade activity will not necessarily resolve any
existing Broadband service availability issues that you may be
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experiencing. This is specifically where you have been informed
that this is due to your distance from the local telephone exchange.
 Other service issues
C16. Will this affect my WLAN access?
No. 21CN migration will not affect the signalling used for Wireless
LAN communications and calls can be made in exactly the same
way as you make them today.
C17. Do I need to turn my computer off overnight if there is a
service break?
As soon as a broadband line is disconnected at the exchange, you
will get the usual prompt to reconnect to the internet – that is
unless your broadband router has an automatic reconnection
facility. Reconnection will not be possible until after the transfer
process has been completed. Once the short outage period is
over, you will be able to reconnect to the internet – rebooting the
PC should not be necessary.
C18. Will equipment like my fax machine or alarm system
continue to work?
It is expected that most customer premise end-user equipment will
be unaffected by migration to 21CN. However, a programme to
test customer premise equipment (CPE) is being conducted. BT is
working with the telecommunications industry and manufacturers
to identify and plan for any issues that users may encounter.
Please see section E for additional detail.
During the process of migration, some of the equipment connected
to your phone socket may beep, flash or make some other signal.
This should be no cause for concern and your equipment should
work normally afterwards. Please refer to your equipment manual
or documentation for details of how it might behave during a
temporary disconnection. A good indication of what might happen
can be achieved by simply unplugging equipment from the
telephone socket for three minutes and observing how equipment
behaves during the disconnect and then on reconnection.
C19. What happens if my telephone doesn't seem to be able
to make a call any more?
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As part of a comprehensive programme, BT is currently testing all
kinds of equipment for compatibility with the new network – please
see section E for additional detail. In addition, BT's new network
supports two types of dialling; the standard 'tone dialling' and the
older 'pulse dialling'. Your equipment should work whichever type
of dialling it uses. However, if you encounter a problem in making
a call after you’re migrated, we recommend that you check how
your equipment is set to dial. If it is set to 'pulse dialling' you should
change the setting to 'tone dialling'.
C20. How can I tell the difference between pulse and tone
dialling and what should I do?
In pulse dialling you can hear multiple ‘clicks’ in the earpiece when
buttons are pressed on your telephone keypad. If your phone uses
tone dialling, musical ‘tones’ are heard in the earpiece when
keypad buttons are pressed. Your equipment should normally be
set to use tone dialling. To do this, look on the bottom of the phone
and search for a switch marked either:
 'T' and 'P' (set it to 'T')
 'Tone' and 'Pulse' (set it to 'Tone')
 'DTMF' and 'Loop disconnect' (set it to 'DTMF')
 Impact on multi-location/international businesses
C21. I have branches/depots in other parts of the UK and
abroad. Will I be able to communicate with them in the
same way, even though some may be on the new
network and others will not be?
Yes, incoming and outgoing national and international calls can be
made in exactly the same way as you make them today. The level
of service you currently receive will not change as a result of
21CN.
C22. I'm moving my business to Europe and have invested in
IP technologies (e.g. VoIP and video conferencing). Will
the same network services be available in Europe?
If you have your service with another service provider, please
contact them directly for details of the availability of their IP
services in Europe.
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C23. My phone is a VoIP phone, how will this be affected by
21CN migration?
VoIP phones make calls over the broadband network, therefore
they are unaffected when traditional voice telephony services
migrate. However as VoIP calls make calls over the broadband
network, you will be unable to use them during the period of
broadband migration. (Note: broadband and voice telephony
services migrate on different dates.)
C24. How are 999 calls monitored on VoIP phones?
It is not technically possible to detect a 999 call during the point
when you are switched-on. Customers with a VoIP phone are
advised to maintain an alternative option for 999 calls.
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D. Network issues
 Reliability/resilience
D1. How resilient will 21CN be?
21CN is designed to be highly resilient. It is a physically simpler,
IP-based network, which simplifies network management and
combines this with diverse routing and improved systems. And
although it has fewer switching elements than current networks,
they are engineered to match peaks of demand with hardware and
software resilience.
D2.
Is 21CN going to be as reliable as current BT PSTN
(99.995% availability?)
The resilience of the 21st century network has been designed to be
at least equivalent to that of today's networks.
D3. How is network resilience being tested?
A rigorous testing programme is underway. This includes voice
transformation trials; strategic solution lab testing; technology
proving; exchange migration process testing; integrated system
and process testing; end-to-end testing involving a range of
communications providers and customer equipment compatibility
testing. The experience from early migration activities will help
finalise the plans to roll 21CN out to end users across the UK.
D4. What systems are in place to maintain network service
in case of faults?
Three network management centres will support 21CN, each
having a high level of physical protection. A fourth is available for
disaster recovery and can replicate the function of any of the
centres. Mobile exchanges - strategically located across the UK for
rapid response - can be used to temporarily replace a local
exchange in the unlikely event of total service loss. If you
experience a fault with your service, please contact your service
provider. There will be a special process in place for any provider
to report and solve any faults or issues arising as a result of
migration to 21CN.
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D5. What about the physical security of 21CN key sites?
When these were selected, audits were performed to ensure gas,
fire, and flood detection and protection were in place and that the
location was not adjacent to high risk property, for example, a
petrol station. In each BT site, comprehensive physical security is
in place including 24hr building access and surveillance with
additional internal security measures also in place. Emergency
power generation facilities and uninterruptible power supplies are
available.
D6. What processes will be in place to manage network
performance post-migration?
Routine testing of user lines will continue as now to ensure they
are maintained to the highest quality. Other tools and techniques
will also be used to manage network performance, for example,
fault diagnostics and the network assurance database that holds
call records, call quality and network alarm data irrespective of
whether the source is 21CN or the existing network. If you
experience a fault with your service, please contact your service
provider. There will be a special process in place for any provider
to report and solve any faults or issues arising as a result of
migration to 21CN.
D7. Will customers that are not being migrated but are
connected to the same exchange be affected by the data
freezes?
ISDN2, ISDN30 and POTS customers who are not migrating (for
example featureline customers) will be subject to the same freeze
impacts as migrating customers.
To recap if you have 'additional services' (features/functionality) on
your telephone service, these will remain available after you have
been switched-on. Additional services are usually, though not
always, activated by inserting codes, for example 1471 to listen to
the number of the last call made to you. During the actual switch
over process however, you won't be able to activate or change
these additional services and will hear a recorded announcement
on the line if you try to do this at the time of migration. This will be
in effect from 10pm on the night of your switch over until your line
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has successfully been migrated, under normal circumstances this
will be completed before 6am but exceptionally could be as late as
9am the following morning.
 Internet protocol
D8. Does the advent of 21CN mean I have to go to VoIP?
For PSTN calls there is no requirement to change to a VoIP
telephone, the vast majority of existing telephones will continue to
work with 21CN. To transport PSTN traffic, voice calls are
converted to VoIP in order to be carried across 21CN, 21CN does
not use the public Internet to route calls, but rather its own
dedicated, carrier class infrastructure. This will ensure that voice
traffic is prioritised and that quality of service is maintained. 21CN's
dedicated infrastructure will also meet the same high standards for
security of calls and data that are applied to today’s network.
D9. Isn't IP like the internet? I don't want my traffic going over
the internet.
The internet is a term widely used to describe the public network
that we connect to when accessing the world-wide web. However,
IP is something different: it is a protocol - a language, a set of rules
- that computers use to talk to each other and exchange data.
Service providers employ a range of security measures, using
technology combined with operational processes, procedures and
standards, to protect and monitor IP networks. The 21st century
network will meet the same high standards that are applied to
today’s network.
D10. What if my communications don't yet run IP, does this
mean I will be forced to upgrade?
Not as a result of 21CN. Connectivity from equipment on a
customer premise into BT’s 21CN will be the same as that being
used to connect to BT’s existing network.
 Security
D11. How does this affect the security of my
communications? Will the new network be as secure as
the existing one?
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21CN will meet or exceed the levels of inherent security of BT’s
current platforms.
D12. Is 21CN more prone to internet security threats than the
current network?
In a telecommunications context 'security' is the ability of a network
to resist attack from, for example, software virus and hackers - and
also includes secure data transmission and the physical security of
our buildings and infrastructure. For some the word internet can
raise concerns about security. But with 21CN, calls are not routed
over the internet. They will be carried on our dedicated high
capacity IP network.
D13. As 21CN is internet technology based, isn’t the network
more vulnerable to hackers for eavesdropping, fraud or
bringing down the network?
Many IP networks are in use today and successfully carry critical
communications and applications, using a range of security
technologies, processes and best practices. 21CN is based on
internet protocols, but it is a private network with secure gateways
into the public internet rather than part of the public internet. In
building 21CN, the potential vulnerabilities have been taken into
account, and security measures put in place to protect the
infrastructure and communications.
D14. If 21CN gives more control to wholesale customers and
applications providers, doesn’t that result in increased
risk of third-party network interference?
No. Access to the network for third party applications is via highly
controlled interfaces to avoid such a risk. Moreover, applications
that invoke the underlying technology are thoroughly tested, both
functionally and in terms of impact on network performance.
D15. Will my business be more vulnerable during the
migration period when you need to run, operate and
interconnect parallel networks?
No. The implications of this have been taken into account in the
planning.
D16. Will there be any impact on the confidentiality and
security of corporate networks?
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The confidentiality and security of corporate networks will remain
the same on 21CN as on BT’s existing networks that are being
used by corporate enterprises.
E. Technical issues
E1. What network testing is planned?
BT is working with service providers on a detailed programme of
testing which includes:
 Lab testing of individual pieces of equipment, communication
between equipment and equipment working with support
systems in a network environment
 Testing of all new 21CN services in the live network before
service launch to prove operational capabilities
 Testing to prove interoperability of existing and new services
E2. What about migration testing?
BT is undertaking tests at sites across the UK to validate the
relevant engineering processes. Additional tests and trials to make
the 21CN switchover as slick as possible are underway in the
Cardiff area, with end-to-end transfer engineering trials taking
place in Swansea.
E3. How can you be sure that 21CN will work alongside
existing networks during the migration process?
BT is undertaking a testing programme with other communications
providers to ensure that services continue to operate across
network boundaries.
E4. What about testing to ensure delivery of services across
21CN?
A comprehensive programme of testing is underway to assure the
delivery of services including the management of calls across
21CN. This so called ‘end to end’ programme tests the end user
experience across network equipment and systems ensuring that
the right tools and processes are in place.
 Systems/customer premise equipment (CPE)
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E5. What type of equipment is being tested and where can I
find the results?
BT is working with other service providers and a number of
industry associations to test a representative selection of customer
equipment in use in the market – e.g. broadband modems,
telephone handsets and answering machines. All service providers
have seen the test list and have had the chance to make any
additions. For the latest information on CPE testing please go to
the equipment compatibility area of the switched-on website:
http://www.switchedonuk.org/home/how/compatibility/
E6. Will there be any impact on IT systems operated by
consumers, companies and public sector organisations?
Only equipment directly connected to the BT network needs to be
considered as potentially affected by the migration to 21CN. For
example routers and modems that connects directly to the BT
network on which your IT systems may depend. As mentioned
above, a representative selection of equipment in use in the
market is being tested. Any IT systems that sit behind this
equipment should not be directly affected or need compatibility
testing. There may however be an impact caused by the short
outages such as unavailability of applications during the loss of
service for example.
E7. Has testing verified potential or lack of issues regarding
latency/echo?
Testing has indicated that some data sending devices that do not
comply with published standards (e.g. the UK transmission plan)
may have issues operating on 21CN. However, testing has proven
that equipment that does conform to the full range of specifications
within the UK transmission plan and BT supplier information notes
(SINs) will be OK to migrate.
Please note the testing process is still underway - for the latest
information on CPE testing please go to the equipment
compatibility area of the switched-on website:
http://www.switchedonuk.org/home/how/compatibility/
E8. Does all equipment that is eventually connected to the
BT network need to be tested?
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No. Only equipment that is directly linked to the BT network. For
example ADSL modems or modem/routers are directly connected
to the BT network. These need to be tested, and have been
tested as part of the CPE compatibility testing activities. Any
other equipment that is then connected to the modem/router does
not need to be tested. A PC is a good example - because data
goes through an ADSL modem / router and the PC actually
connects to the router/modem and not directly to the BT network.
Equipment that sits behind a modem or modem/router will continue
to operate post 21CN migration as long as the modem or
modem/router is compatible.
E9. If I have to buy new equipment as a result of these
changes, who will cover the cost?
Testing to date indicates that CPE will function normally on 21CN
provided it conforms to published specifications. BT cannot control
the design and manufacture of CPE by third parties, and so cannot
be liable for apparatus which does not conform to such standards
and interfaces. It remains the responsibility of
suppliers/manufacturers to ensure conformity of CPE with relevant
standards and published interfaces.
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. We
believe that currently operating CPE will be 21CN compatible, if it
has been designed and configured with the specifications defined
in BT’s Suppliers' Information Notes (available from
http://www.sinet.bt.com) and the UK Transmission Plan (available
from http://www.nicc.org.uk) in mind. All of the CPE testing to
date confirms this.
Both the current network and 21CN adhere to the specifications
within these documents, but some CPE which is not configured to
operate with the full range of the published interface and network
specifications, may be impacted post migration.
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E10: How is BT working with communication providers and
manufacturers to minimise the impact on end users of CPE
issues?
BT recognises that in moving to its next generation network
(known as 21CN) CPE compatibility issues require careful
management, involving all stakeholders to safeguard the
experience of communication provider’s end user customers. BT
is working with customers and other stakeholders to test CPE and
where possible, will collaborate with suppliers and manufacturers
to identify the most appropriate corrective action where CPE
performance issues are identified.
Should you experience any issues please contact your service
provider.
E11: Is BT working with any external bodies on this testing
programme?
In support of some of this testing BT is engaged with a number of
relevant industry associations and manufacturers of devices and a
collaborative testing programme is well underway. Many items
have already been tested and the requirement for further testing is
being consulted upon with the relevant associations.
For example, some of the organisations and associations in
consultation with BT currently are:• 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)
• CAA/NATS – Civil Aviation Authority & National Air Traffic
Services
• Trinity House – lighthouses, coastguard
• Fire Industry Association
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• Network Rail (Railside emergency phones, signalling etc)
• APACS – the UK payments association
E12: Will anything happen to my equipment on the night of
migration?
When customer lines are switched to the new network, the
behaviour of some customer apparatus may be temporarily
affected due to the brief line disconnection required. Equipment
may, for example, ‘beep’ or indicator lights flash. In particular,
telecare devices and security or fire alarm panels that are
connected to a telephone line may audibly alarm in some way or
display a line fault condition on the night of migration. Other
equipment could be similarly affected if it monitors the line
connection.
Please refer to your equipment manual prior to migration so that if
you have such a device, you are prepared for this. Also check to
see if your apparatus needs to be reset after it has been
disconnected from the telephone line. The migration will have the
same impact as a short disconnection from the line.
E13. What do I do if I cannot find the information I am looking
for in the website?
For questions about Customer Premise Equipment (CPE) matters
please email cpe21@bt.com
E14. Will all WB900 be removed prior to migration to 21CN?
Testing is ongoing and it is currently thought that some WB900
Access Delivery Systems will be compatible with the 21CN
network.
E15. Will Short Code Dialling/Dial Pins migrate unaffected?
Yes, they will be unaffected.
E16. Will DataStream, CAP ADSL and SDSL lines remain on
legacy?
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Broadband services that have been identified as 21CN noncompliant and therefore needing to be housed on a retained
legacy network (i.e. an existing arrangement rather than 21CN)
are:
 All BT Datastream
 Old ADSL lines (CAP line code)
 All BT IPstream & Datastream SDSL lines
Over time these will be replaced by new services.
21CN compliant services to be migrated are:
 BT IPstream
If you would like to discuss the technology involved in your
communication arrangements, please contact your service
provider.
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F. Issues specific to service providers
F1. I'm not with BT; I'm a customer with another service
provider. So does this affect me?
Even if you are not a customer of BT, it doesn’t mean that you
won’t be affected by the migration 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 21CN changes.
BT is working closely with all communications providers who
deliver services over, or interconnect with, the BT network to
ensure the transition onto 21CN goes smoothly. As roll-out of the
new network progresses, when your call moves from your
provider’s network onto BT’s network, it will travel across 21CN as
the roll-out progresses. For more information, you should contact
your service provider.
F2. Will end customer service from other service providers
be affected? What plans do other service providers need
to implement for BT 21CN cut-over?
It is very unlikely that service will be affected as a direct result of
21CN. BT will continue to work with all service providers who
deliver services over the BT network or interconnect with it in order
to ensure the transition onto 21CN goes smoothly.
F3.
What happens if other service providers don't implement
any changes that may be required when 21CN is
implemented?
BT is working closely with the telecoms industry to give other
service providers the opportunity to help shape the way 21CN is
developed and implemented to ensure that any necessary
changes as a result of 21CN are addressed.
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F4.
If I experience a fault on my service provider's circuit, do
I still call my service provider?
Yes.
F5.
If I want to complain, who do I complain to - the
regulator or service provider?
In the first instance, you should contact your service provider.
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