Product Process descriptions

FTTP and FoD Process Description

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Order amendments are an important part of managing the order.  Various fields can be amended at different times through the provision process where Openreach identify the need for amendment, and several fields, such as the date, site contact, and hazard notes can be amended proactively by you when required.

Here are the fields that are able to be amended:

·         CRD:  The Customer required by date can be amended separate to the appointment reference.  If the date the end customer needs the service changes, it is the CRD that should be changed to reflect that.  The CRD cannot be amended to an earlier date, than the CCD that we sent in the KCI2, but it can be a later date.

·         Appointment Reference:  When you need to change the day we visit the end customer, you should select from the available appointment slots in our appointment book and amend the order with the reserved appointment reference.  The appointment reference will be included with the order amendment if you use our portal to change the appointment date.

·         Hazard Notes:  If the end customer notifies you at the point of sale, or afterward, about an issue at their property, such as high voltage, or a dog, or a neighbour who should be avoided, use this field, but note there is a character length limit of 50 characters.

·         Site Visit Notes:  Similar to hazard notes, this is a further field to help our engineer successfully access site.  If the end customer needs us to ring a specific number on the day of the visit, you should give us those instructions in this field, for example, and you can amend this field anytime up to the visit.

·         Site Contact details:  Name, Telephone, Secondary details, email… if these details change over the course of the order, you can keep us updated by amending these fields.

·         Special Arrangement Notes:  If you need us to do or check something during the visit, for example, if it’s a vulnerable end customer that needs special care, you can use the special arrangement field.  We also use this field for pre-agreed notes when we run trials or tactical order solutions such as #removecopper as part of the fibre only dropwire deployment. 

·         Access Password:  Sometimes a property is secured with a gate or a pin code access that we’ll need for accessing the site for our pre-visit and on the day.  Use this field to give us that detail so we can make it obvious on our engineer’s job notes.  You can amend this field in case the password changes during order provision.

·         Handover Port Service ID:  We’ll tell you if this field needs to be amended during order orchestration.  See the Validate Handover Port section for more details.

·         Outer Tag:  As with the handover port service ID, in the event that your network is configured to use an outer tag, we allow this field to be amended during order provision so you can amend it along with the handover port when necessary.

·         ECC Band:  If ECCs are applicable to the order, we’ll tell you if they go over the amount of any ECC band that was pre-authorised when the order was placed and based on that notification, you can amend the band to enable the work to proceed.  See more information in the Agreeing ECCs section.

·         Fixed Porting Date:  If on a migration order you have set a fixed date on which you want the number ported, you can amend this value if required.

·         Site Visit Reason: You can change the type of installation service requested for the order; including addition or removal of an engineer visit (subject to order type).

Please note that when you amend the special arrangements notes or other notes fields:  Any existing notes within that tag/field from when you originally placed the order will be overwritten. If the original notes are still required, you will need to re-add them within the Amend Request.

If you need to amend a field that is not listed here, you may need to cancel the order and place a new one.  The new order will be subject to new lead times and appointment availability.

The point of no return for an order amendment that will affect the installation is 18:00 on the Customer Committed Date minus 1 day (CCD-1).  After this, if the end customer’s contact details or hazard notes need changing, CPs will have to contact the Customer Service Centre (CSC) to arrange the amendment.  This is because the engineer’s field tools will already have the order details and will have to be manually sent or texted to them by their job control team.

To raise an order amendment on the Openreach portal:

1.    Login to the portal

2.    Enter the Siebel order reference into the relevant dialogue box:

3.    Confirm you’ve selected the correct order, and then click on the “Amend” button to proceed.

4.    You’ll be able to edit the fields that are amendable at that point in the order journey, whether order details, product details or the appointment.  In our example below, we’re changing the customer required by date (CRD).  You may receive a rejection if you attempt to amend a field that hasn’t been designed to be changed at that point in the order journey.  

The order details amendment screen:

The product details amendment screen:

Note on this screen, the bandwidth and care package are NOT amendable fields.  If you need to change these details, you will need to do so as a Modify order after the FTTP service is installed.

The appointment input screen:

If you are changing the required by date, then you should select a specific appointment slot to align to that new required by date.

During an order amendment, if you are changing the appointment date, you should select the appropriate value in the Appointment type field.

·         If the original date selected is no longer convenient for the end customer and you simply want another, standard appointment, choose an appointment from our ‘Standard’ appointment book, and select this value in the Appointment type field.

·         The ‘OR Failed’ appointment type can be selected if you are amending the appointment date as a result of an Openreach issue during the order provision.

5.    Once you’ve gone through the amendment screens and changed what you needed to, you’ll be shown the summary and can press submit if you’re happy with the new details.  Please note,  it is not obvious what fields you have changed so you need to be sure to review the fields in the summary screen carefully.

6.    Once you’ve submitted the amend, you’ll receive on-screen confirmation and can then Finish the transaction.

7.    Upon submission, our system will validate the request, issue the necessary amendment instructions in our operational orchestration tools and you’ll be issued KCI 540 confirming that the amendment has completed.