CNI and Vulnerable Customers

Where we are able to, PXC will provide Critical National Infrastructure data. This will need to be validated by your teams for accuracy to ensure we manage customers effectively.  

For any appeals, please contact your Account Manager. 

Please review the list of exchanges closing as part of Openreach & PXC plans.

PXC will provide Partners with a list of assets at each exchange that will be closing. For more information, please speak to your Account Manager.

You will need to order new services from an exchange that is not closing and cease the old one. This might involve ordering a different product if the existing one is no longer available. Please ensure you are onboarded for the new product and able to place orders. For example, BB, VoIP, EADs to metros. 

PXC can support you in migrating the following groups of customers: 

• Critical National Infrastructure (CNI) 

• Vulnerable Customers

• Telecare Users 

• Voice Dependant Users 

The UK Government defines Critical National Infrastructure (CNI) as critical elements of infrastructure whose loss or compromise could severely impact the delivery of essential services or have significant impact on national security, national defence, or the functioning of the state.  Simply put, it’s infrastructure that we rely on for safety, security, health, or economic stability.   

There are 13 defined sectors of CNI: 

• Chemicals: Chemical plants and storage facilities handling hazardous materials.  

• Civil Nuclear: Nuclear power stations and related facilities, along with nuclear materials and waste.  

• Communications: Telecommunications networks, internet infrastructure, and broadcasting systems.  

• Defence: Military bases, defence industrial base, and related assets.  

• Emergency Services: Police, fire, and ambulance services, along with their communication and operational systems.  

• Energy: Power generation (fossil fuels, renewables), electricity transmission and distribution networks, oil and gas pipelines, and storage facilities.  

• Financial: Banking systems, financial market infrastructures, and payment systems.  

• Food and Agriculture: Food production, processing, distribution, and storage facilities.  

• Government: Government buildings, data centres, and critical government services.  

• Health: Hospitals, healthcare facilities, pharmaceutical production, and public health services.  

• Space: Satellite infrastructure and related systems.  

• Transport: All modes of transportation, including air, rail, road, and maritime.  

• Water: Water supply and wastewater treatment systems. 

Anybody can face circumstances that lead to them becoming vulnerable – temporarily or permanently. This might include physical or mental health problems, specific characteristics such as age or literacy skills, or changes in personal circumstances such as bereavement, job loss or changes in household income. 

Vulnerable customers can be end users that identify as having one or more vulnerability conditions that require CPs to take notice of or change their services accordingly to ensure they are treated fairly. Partners own the relationship with end users and are responsible for identifying end users that may require extra help, particularly when migrating services. The 2 cohorts that may need additional considerations when migrating services are voice dependant users and telecare users.  

 See - Vulnerable people - Ofcom 

OFCOM define Voice dependent customers as ‘customers who are reliant on their landline such as those without access to a mobile or reliable indoor mobile coverage, or who are housebound or have a greater need to call emergency organisations due to their circumstances’. 

There are a number of solutions CPs may use to address the needs of voice dependant users including provision of BBU (battery back-up) devices. PXCs Artemis products will be making available additional managed installation options such as Prove IP Voice and Install UPS, to support migrations for users that need help connecting their new services. 

Telecare or Telehealth care alarms provide support to around 2.5 million peoples homes in the UK. These allow users to raise an alarm and receive help from the relevant services, this can sometimes be in the most critical circumstances.  

Most care lines are still using an analogue phone line that relies on the PSTN network. When one of these fails or is disconnected, it will no longer work and leave these customers at risk. 

Alarms are provided by several different Alarm Receiving Centres (ARCs) and Health trusts across the UK and there is not a central register. 

TEC Services Association - TEC Services Association - about 

Partners need to identify telecare users during interactions with their customers. In addition, DSIT (Department for Science, Innovation and Technology) provide a list of common ARC phone numbers that can be cross referenced with CDR records.  

Department for Science, Innovation and Technology - GOV.UK 

PXCs Artemis products will be making additional options available for managed installations such as Prove Telecare and Install UPS to support migrations for users with these devices so that they are not left without a working service. 

The preference is for Partner led migrations utilising the robust PXC BAU standard journeys. This will ensure sufficient focus can be given to critical and vulnerable services.

For Critical National Infrastructure (CNI) or vulnerable customer orders, please note the end user details that require special attention and contact your Account Manager for specific information on how to flag these orders for the necessary support.

Please refer to the dedicated information and FAQ page about your data here.

Please refer to the dedicated information and FAQ page about product switching here.

If you have a specific question that has not been covered here, please click here to complete our form and we'll get back to you as soon as we can.