Our Approach to Product Switching
As we begin to retire legacy technologies and services now is the ideal time to understand more about what this means for you, your customers and the solutions available at PXC.
To understand which products are affected by these changes and the alternative solutions available click here.
Product Solutions
Product Solutions
Making the switch
For standard order journeys, we recommend using the existing BAU portals and processes you’re already familiar with. This ensures you can manage everything in one place, including tracking your orders, and viewing KCI status.
If any of your services involve a non-standard or complex scenario, please reach out to your Account Manager for tailored guidance and support.
Review and Migration
Review and Migration
What happens next?
Review list of eligible circuits and range of fibre products available.
Identify circuit types particularly those supporting Critical National Infrastructure (CNI) or vulnerable customers.
Place and track the status of your orders, using PXC Portals and processes.
Exchange Evolution
Exchange Evolution
FAQs
What about my overlay services?
Should you wish to transfer an overlay service, linked to the current PXC access product (e.g. Static IP), please advise your Account Manager.
What happens if an order fails?
Should an order fail, please raise an assurance ticket as you normally would into the PXC BAU assurance team, and the necessary steps with be taken to restore service.
How do I engage for support on CNI and vulnerable customers?
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.
How does scheduling planned works and emergency planned work affect my orders?
PXC's key business functions will manage the Change calendar accordingly.
How much notice will I get?
All Standard Changes are subject to PXC's normal notice period (10 working days for planned change).
What's the appeals process?
On any given Change notification, please follow the normal process of requesting back to Technical Service Management, along with reason for the appeal.
What's the difference between Openreach led vs PXC led?
Openreach have announced that they will be closing 108 exchanges with the first closures scheduled for 2026. Because they are being initiated by Openreach we refer to these as Openreach led. PXC in preparation for the Openreach 108 have decided to run some pilot exchange closures as 10 and then 100 of our smallest exchanges. These ones are being led by PXC.
How do I protect vulnerable and telecare customers through the change?
For Critical National Infrastructure (CNI) or vulnerable/telecare customer orders, please collate the circuit details that require special attention and contact your Account Manager for specific information on how to flag these orders for the necessary Hypercare support.
What is the protection wrap around migrations, i.e. post checks?
For CNI or vulnerable end users that are flagged in the appropriate manner (see above), PXC will complete necessary checks, to ensure a smooth migration for the most vulnerable end users.
Where can I find more information about my data?
Please refer to the dedicated information and FAQ page about your data here.
My question hasn't been answered.
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