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Guides
10 May 2022
Find out the processes you need to follow for things like placing orders, reporting faults and using Openreach products.
Documents
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Contacting us and escalations
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Advisor Contact Best Practice Guide 29 April 2022
Size: 516 KB Download -
Emergency Welfare Best Practice Guide 22 April 2022
Size: 519 KB Download -
Escalations Best Practice v6 01Dec2020
Size: 5 MB Download -
Best practice guide for raising a DSO case V1_0 April 2022
Size: 157 KB Download -
System guide for referrals into the DSO V1_2 18Jan2022
Size: 2 MB Download -
Best practice guide for raising an Openreach complaint V2_0 13Jan2021
Size: 519 KB Download -
System guide for searching or raising an Openreach complaint V1_1 Oct2019
Size: 711 KB Download -
How to raise a SPIRIT issue complaint through the portal V2_2 28Jul2020
Size: 7 MB Download
Orders and faults
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Master Socket Guide 07 May 2021
Size: 236 KB Download -
Change and incident management update best practice guide 17 February 2021
Size: 110 KB Download -
Best Practice Guide - Raise and Manage a Customer Order v3 18Jan2021
Size: 636 KB Download -
Best Practice Guide – Raising and Managing a Fault v2 12 Jan21
Size: 2 MB Download -
Best practice guide - Frames reservation v2 21Sep2020
Size: 374 KB Download -
CP Best Practice and Videos Links v1 04Sep2020
Size: 825 KB Download -
Service layer data guidance v2 10Aug2020
Size: 2 MB Download -
Best practice guide - Address management v2 19Aug2020
Size: 2 MB Download -
CP Advisor Repair Best Practice Guide v1 25 April 2022
Size: 1 MB Download -
Openreach policy on identity when visiting customer premises v4 18Feb2020
Size: 319 KB Download -
Best practice guide - Simultaneous Provide (SIM2) v1_5 08Nov2019
Size: 462 KB Download -
REIN investigation process v1_1 22May2019
Size: 75 KB Download -
Best practice guide - placing an order to a new property v1_2 23Jul2018
Size: 1 MB Download -
Order & fault tracker user guide v1 17Jul2018
Size: 2 MB Download -
Order And Fault Tracker Process Description June 2021
Size: 273 KB Download -
Frame reservation scenarios v2 06Mar2018
Size: 32 KB Download -
Quick quote tool user guide v1 19Sep2016
Size: 1 MB Download -
SIM2 unhappy paths GEA FTTC v1 30Nov2015
Size: 329 KB Download -
Order & fault tracker webcast v1 09Jun2014
Size: 7 MB Download -
Best practice guide - managing inventories and order processes for flexi cease v1_4 12May2014
Size: 775 KB Download
How-to guides and training materials
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Dialogue Services Product Guide V3_3 8 February 2022
Size: 796 KB Download -
GEA / Copper Raw Data Feed Reference Guide v1_7 29 June2021
Size: 661 KB Download -
SBS Named Engineer Order Guide 10 March 2021
Size: 1 MB Download -
FOD raise case HUD FINAL v1 10Aug2020
Size: 180 KB Download -
Wlr3 dialogue services process
Size: 169 KB Download -
SSRAMS example document v1 16Oct2018
Size: 3 MB Download -
Fibre incorrect routing guide v2 24Jul2018
Size: 293 KB Download -
User guide: eMLC v17 09Jun2020
Size: 2 MB Download -
GEA bulk check product description user guide Issue 10_2 18 November 2021
Size: 551 KB Download -
User guide: eChat button v1 31Aug2017
Size: 405 KB Download -
User guide: view my job v4 05Jul2018
Size: 2 MB Download -
View my engineer (VME) FAQs v3 06Aug2018
Size: 7 MB Download -
How to raise a SPIRIT issue complaint through the portal v1 19Feb2015
Size: 2 MB Download -
How to request access to order management tools v1 08Oct2020
Size: 3 MB Download -
User guide: MSO RABiT access network alerts v1 17Jul2018
Size: 737 KB Download -
Electronic trading with Openreach v7 15Feb2018
Size: 920 KB Download -
Flexible demarcation guide v1_1 15Aug2017
Size: 470 KB Download -
NTE5c guide v1_2 24May2019
Size: 388 KB Download -
NTE5c design features v1 07Apr2016
Size: 187 KB Download
EAD educational reference material
Ultrafast guides
SOTAP guides
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SOTAP UserGuide 24 June 2021
Size: 35 KB Download
eCo repair and eCo order, and SIEBEL new user request form
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