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BT 21CN Migration
FAQs
What is 21CN?
21CN is BT's programme to upgrade all BT customers to its next-generation network (NGN).
Has THUS also got a next-generation network (NGN)?
Although BT is building its next-generation network (NGN), the THUS NGN has been carrying live traffic since 1999, enabling our customers to take advantage of converged services. Click here to read more.
What services are affected?
All BT's ISDN, PSTN (analogue phone service) and broadband services will be migrated to the 21CN network. If you use cable or other non-BT phone lines for dial-up Internet access, you will not be affected.
Why is BT undertaking this migration?
This upgrade is necessary for BT to improve its network, by replacing current systems with IP-based technology. This new technology is being installed at various points in its network, including telephone exchanges.
How will this affect me?
There will be some short service interruptions of up to 30 minutes when your services are migrated to the 21CN network.
Broadband customers will go through two migrations processes, one when the PSTN service (your phone line) is migrated and one when the broadband service is migrated.
PSTN and ISDN customers will undergo just one migration of their telephone line. These short service interruptions will not happen at the same time, and may be many months apart.
How will I know when I will be migrated?
Further information on when you will be migrated can be found at the switched-on website.
On this website you will be able to enter your telephone number and find out when BT plans to migrate your service.
What telephone service interruptions will I see?
In the weeks before migration you will see a short break in service, as preparations are made for your migration. Work to switch your phone line onto the new network begins on the evening of migration, and you will see an interruption to your phone service between midnight and 6am. During this time it will not be possible to make outgoing calls for up to three minutes, and there will be an interruption to incoming calls of less than 30 minutes.
What broadband service interruptions will I see?
You may experience one or more service interruptions in the weeks leading up to your broadband migration date. Any interruption to your broadband service will affect your telephone service at the same time.
There will be breaks in service to both broadband and telephone services (both incoming and outgoing calls), which will last between five and 30 minutes
How will this affect my contract with you?
There will be no change to the contract for the Demon services that you have.
Will my equipment work on the 21CN network?
Extensive testing has been carried out by BT on a wide range of technologies. To find out if your equipment is compatible please visit the switched-on website for further information.
Will my Service Level Agreements (SLAs) be affected?
As these are planned interruptions as part of an upgrade, they will not count as an outage for SLA purposes.
What will happen to email coming into my mail server while my broadband is interrupted?
Demon mail will be stored for five to thirty days depending on the service you have with us. This will be more than enough time to cope with the interruptions. As soon as your mail server comes back online the email will be delivered.
Where can I find further information?
For further information on the 21CN migration please visit the switched-on website.
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