Ultimate Guide to Openreach Network Rearrangement in 2024

Understanding Openreach network rearrangement is a critical step for any UK business or homeowner needing to relocate their essential telecoms services without disruptive downtime. This complex but essential process involves the physical and logical transfer of your telephone lines and broadband connections from one location to another within the Openreach national infrastructure. Whether you’re moving office, upgrading to a full-fibre service, or consolidating multiple lines, a successful rearrangement ensures your business continuity and connectivity remain intact. Consequently, navigating this procedure requires careful planning, coordination with your service provider, and a clear grasp of Openreach’s strict operational frameworks. This guide will provide you with the actionable knowledge and strategic insights needed to manage your own network rearrangement efficiently, saving you time, money, and significant operational headache.

Key Takeaways

• Openreach network rearrangement is a formal process for moving existing telecoms services, not a simple new installation.
• Lead times are critical, with standard rearrangements taking 10-15 working days and complex moves requiring 20+ days.
• Successful coordination with your Communications Provider (CP) is the single most important factor for a smooth transition.
• Thorough pre-migration checks of the new site’s infrastructure and service eligibility are essential to avoid delays.
• Understanding the differences between a rearrangement (move), a cease & re-provide, and a new provision can save significant cost and downtime.
• Post-migration validation is necessary to ensure all services, including legacy PSTN lines, are functioning correctly on the new circuit.

What is Openreach Network Rearrangement?

Openreach network rearrangement, often abbreviated within the industry as a “re-arrange” or “REAR,” is the official process for transferring an active telecommunications service from one premises to another. Fundamentally, it is not a new installation but the migration of an existing service footprint. This includes the physical copper or fibre line, the associated telephone number (DDI), and any broadband or data services riding on that circuit. The core objective is to maintain service continuity and minimize disruption, which differentiates it from simply ceasing a service at one address and ordering a new one at another. For businesses, this continuity is paramount, as it preserves established phone numbers crucial for customer relations and ensures uninterrupted internet connectivity for operations.

Openreach, as the owner and maintainer of the UK’s local access network, defines and governs the rearrangement process. However, as an end-user, you cannot contact Openreach directly. All rearrangement activities must be initiated and managed through your Communications Provider (CP)—the company you pay your bill to, such as BT, Sky, TalkTalk, or a business-focused ISP. Your CP acts as the intermediary, submitting the necessary work orders to Openreach’s wholesale systems and coordinating the engineering visits. This layered structure means clear communication with your CP is your primary responsibility. Furthermore, the process is bound by Openreach’s strict product and pricing schedules, which dictate lead times, labour costs, and what is technically feasible between the two locations.

Key Scenarios Requiring a Rearrangement

Several common situations necessitate a formal network rearrangement. An office relocation is the most obvious, where a business moves its entire operation to a new building. Another is an internal move within a large campus or multi-tenant building, where a company might shift departments between floors. Upgrading from an old copper-based line (like SOGEA or ADSL) to a new Full Fibre (FTTP) service at the same address can also be classed as a rearrangement if it involves replacing the underlying network technology while keeping the service live. Finally, consolidating multiple lines from several small offices into a single new headquarters requires a coordinated series of rearrangement orders to bring all services onto one site efficiently.

The Step-by-Step Rearrangement Process

A successful Openreach network rearrangement follows a defined sequence, and skipping any step can lead to failed migrations, service outages, and financial penalties. The process begins with you, the customer, contacting your Communications Provider to raise a formal rearrangement order. You must provide precise details for both the losing site (where the service is currently) and the gaining site (the new location). This includes the full address, existing phone numbers, circuit IDs (if known), and the required go-live date. Your CP will then perform an initial feasibility check using Openreach’s systems to see if the new site is serviceable and what infrastructure is available.

Following the feasibility check, your CP will provide you with a formal lead time and cost quotation. Standard rearrangements typically have a lead time of 10 to 15 working days, but this can extend to 20 days or more for complex moves, fibre upgrades, or if civil engineering work (like digging new ducting) is required. Once you approve the quote, your CP submits the work order to Openreach. Openreach then schedules two key engineering appointments: one at the gaining site to install or prepare the new connection point, and one at the losing site to physically disconnect and transfer the service. The actual “cutover” or migration event is usually scheduled for a specific time, often outside business hours to minimize impact.

“A failed rearrangement often stems from poor site survey data. Ensuring your CP has confirmed the exact network termination point at the new building before the engineer arrives is the simplest way to prevent a costly abortive visit,” notes a former Openreach planning manager.

Finally, after the physical work is complete, your CP will perform remote tests to validate the service at the new address. You must also conduct your own thorough tests, especially for legacy services like alarm lines, PDQ machines, or fax lines that may not be automatically checked. You should confirm inbound and outbound calling, broadband sync speeds, and any associated leased line or data services are fully operational before signing off on the job completion.

Critical Timelines and Lead Times You Must Know

Time is the most critical resource in any network rearrangement project. Openreach operates on fixed lead times dictated by their contractual service level agreements (SLAs) with Communications Providers. For a standard like-for-like move (e.g., copper to copper), you should plan for a minimum of 10 full working days from order acceptance to completion. However, this is a best-case scenario. In practice, factors like engineer availability, the need for a site survey, or third-party permissions (e.g., to access a private road or listed building) can easily extend this to 15-20 working days. For rearrangements involving a technology change, such as migrating a copper ISDN line to a fibre-based VoIP service, lead times can be even longer due to the additional provisioning steps.

Ignoring these lead times is the fastest route to an unsuccessful move. Placing a rearrangement order with less than the required notice will almost certainly result in your chosen date being rejected by Openreach’s systems. This forces you into a precarious position: either delay your physical office move or proceed without active telecoms. Neither is acceptable for a modern business. Therefore, your first action when considering a move should be to engage your CP and get a preliminary timeline. Furthermore, you must factor in time for your own internal IT team or vendor to reconfigure routers, phone systems, and servers at the new location once the Openreach line is live. A prudent strategy is to add a 50% buffer to any lead time quote to account for unforeseen complications.

Rearrangement vs. Cease & Re-provide: Choosing the Right Path

A fundamental strategic decision is whether your situation calls for a formal rearrangement or a simpler “cease and re-provide” (also known as a new line install). The financial and operational differences are substantial. A network rearrangement is designed to transfer the continuity of your service. This means you keep your existing telephone number(s), your contract terms typically remain in place, and there is often a coordinated effort to minimize downtime during the cutover. The cost is usually lower than installing a brand new line, as it utilises existing infrastructure and customer relationship.

In contrast, a cease and re-provide involves two separate transactions: first, cancelling (ceasing) the service at your old address, and second, placing a completely new order for service at the new address. This approach severs the continuity. You will likely be issued new telephone numbers, may be subject to new contract terms and pricing, and will almost certainly experience a period of total disconnection between the cease date and the new line activation. While this can sometimes be faster if the new site already has active infrastructure, it is rarely advisable for businesses due to the loss of established DDI numbers and the guaranteed service gap. The rule of thumb is simple: if you need to keep your numbers and avoid downtime, a rearrangement is the mandatory path.

Common Pitfalls and How to Avoid Them

Even with careful planning, several common pitfalls can derail an Openreach network rearrangement. The most frequent issue is inaccurate or incomplete site information for the new premises. Providing the wrong building name, floor, or room number can lead to the Openreach engineer attending the wrong location, resulting in an abortive visit charge and a delayed timeline. To avoid this, insist that your CP conducts a formal site survey or, at minimum, provides you with the exact Network Termination Point (NTP) location from their database before the engineer is dispatched.

Another major pitfall is failing to account for all dependent services. A business may successfully move its main broadband line but forget about a separate legacy PSTN line used for a burglar alarm, lift phone, or franking machine. These services are often ordered separately and managed by different departments. You must create a comprehensive inventory of every circuit and service at the old site and validate each one for the move. Furthermore, assuming the new site is ready for service can be catastrophic. The building may have insufficient duct space, no existing fibre connection, or require wayleave agreements from a landlord. Proactive checks are non-negotiable. Finally, poor communication between you, your CP, and the moving company can cause physical access issues on the day. Ensure all parties have the same date, time, and access instructions.

• Pitfall: Inaccurate new site details. Solution: Demand a site ID check from your CP.
• Pitfall: Overlooking legacy services. Solution: Audit all lines and alert all service providers.
• Pitfall: Unrealistic timelines. Solution: Engage your CP the moment a move is considered and buffer all dates.
• Pitfall: Access problems on the day. Solution: Confirm keys, codes, and contact names with the building manager.

Costs and Financial Considerations

The cost of an Openreach network rearrangement is not a single fixed fee but a combination of labour and material charges passed through your Communications Provider. A standard like-for-like rearrangement of a single copper line typically incurs a one-time charge in the region of £100 to £200, excluding VAT. However, this base cost can escalate quickly. If the new site requires internal wiring extension (e.g., to move the master socket to a different room), additional labour charges will apply. If the move involves upgrading the underlying technology—for instance, rearranging a service from a copper-based FTTC (Fibre to the Cabinet) connection to a full fibre FTTP connection—you will face the cost of the new fibre installation on top of the rearrangement fee.

More significant costs arise from complex requirements or project mismanagement. Abortive visit charges, levied when an engineer cannot complete work due to faulty information or lack of access, can be several hundred pounds. If new infrastructure like underground ducting or overhead poles is required to reach the new premises, the costs can run into thousands and are subject to survey and quotation. It is crucial to obtain a detailed, written quote from your CP that breaks down all expected charges before authorising the work. Ask specifically about potential additional costs (“what could make this more expensive?”) and ensure you understand the payment terms. Remember, the cheapest provider may not offer the best project management, and a botched rearrangement leading to days of downtime will cost far more than any initial savings.

Working Effectively With Your Communications Provider

Your relationship and workflow with your Communications Provider will make or break the rearrangement experience. Start by designating a single point of contact within your organisation and request the same from your CP. This eliminates confusion and ensures accountability. Provide all information in writing via email, creating a clear audit trail. When you submit the order, include the following in one document: full addresses and postcodes for both sites, existing account numbers, circuit IDs for all services, current telephone numbers, and your required live date (with acceptable alternative dates).

Adopt a proactive, not reactive, communication style. Schedule weekly update calls with your CP contact in the run-up to the move date. Ask for the Openreach job reference numbers; these allow your CP to track the order in Openreach’s wholesale systems. Two business days before the scheduled engineering visit, reconfirm all details, especially access arrangements. After the migration, do not simply assume everything is working. Formally test every service and request a confirmation email from your CP that the rearrangement is complete and all services are live. This documentation is vital for your records and for resolving any billing discrepancies that may arise post-move. Treating the CP as a project partner, rather than a faceless utility, dramatically increases the probability of a seamless transition.

Conclusion

Mastering the intricacies of an Openreach network rearrangement is a powerful competency for any business leader or IT manager overseeing a relocation. By understanding the process as a formal, timeline-driven project—not a simple administrative task—you equip yourself to safeguard your most critical operational asset: connectivity. The journey hinges on early engagement with your Communications Provider, meticulous preparation of site data, and a realistic appreciation of lead times and costs. Remember, the goal is continuity—preserving your telephone numbers and minimising service disruption during the physical move to your new location.

Ultimately, a successful transition relies on the trifecta of planning, communication, and validation. By following the structured steps outlined in this guide, auditing all dependent services, and maintaining a proactive dialogue with your provider, you can navigate the complexities of the Openreach ecosystem with confidence. Have you scheduled a pre-move consultation with your telecoms provider to discuss your upcoming Openreach network rearrangement needs? Taking that first step today is the surest way to ensure a smooth and stress-free move tomorrow.