Product Process descriptions

Since we record FTTP availability for each individual premises, the best parameters to use when running an eMLC check for FTTP is a gold address key and its corresponding CSS district code.  These are available from the Address matching dialogue service result.  If you use any other search options, you may need to narrow your search through several steps before pinpointing the exact record match and this can be prone to errors and mis-set expectations about availability.

Within the portal order journey, once you have selected the address, you will then be prompted to check availability:

You’ll be prompted to confirm which line identifier you are using; there are several to choose from, including the address key.  Select which identifier you are using and enter the relevant additional details.  For the address key, you’ll also need to enter the District Code.  Be sure to tick the box that you have end user consent to check their network records, and then click Next.

You’ll then receive the availability results and should scroll down to the FTTP and Fibre on Demand sections to see the availability of service at the property.

Here is a sample of the standalone dialogue survey response for FTTP availability after entering a gold address key:

The premises type and multi-dwelling unit (MDU) fields give you insights about what we found as part of our survey of the area.  It is for information and may be useful when validating the end customer’s property and product usage and requirements at the point of sale.

The Availability markers are crucial for specifying the type of order that you are going to place for this end customer.  Here’s a matrix of various scenarios is available later in this section of the process description.

Note that the Fibre Only Area Products Availability field is no longer in use and may be removed from visibility in the future.  Similarly, the FVA fields are no longer applicable because this product was withdrawn from new supply in March 2020.

The OHP (Openreach Handover Point) fields and L2S (Layer 2 Switch) field are crucial for you to determine which of your GEA Cablelinks should be associated to this order. 

Finally, the TMA (Traffic Management), Serving network notes (SNNs) ONT Install lead time and ONT Install process fields are important to help you set the minimum lead time on the order, as well as for setting expectations with the end customer about what to expect during the service provision.  Please note, however, that the lead times listed in this availability check are indications only and may differ from any contractual minimum lead times set out in the GEA-FTTP Product Description, which is the master reference for product lead times.

If the property already had an FTTP ONT installation, a further section will appear beneath the FTTP availability section called ONT details.  The ONT details allow you to verify with the end customer the serial number of the device in their premises as well as confirming whether there is a spare port available for a subsequent service provide, or if an existing working service is to be taken over.  In some cases, the location of the ONT is listed which may help you to describe where in the property the ONT may be installed, for example, in an under stairs cupboard or comms room.

Please refer to the Openreach Dialogue Service - Enhanced Managed Line Characteristics User Guide for more information.  Navigate to:  Help & Support>Guides>Guides>How to guides and training materials>User guide:  eMLC.

FoD is available to order in most areas of the UK, but there are notable exceptions to availability currently, as described below:

• FoD is available in most GEA-FTTC enabled areas.  This is where FoD provides an Ultrafast upgrade option (including products up to 1Gbps) over and above the capability of the GEA-FTTC service offering up to 80Mbps products). 
• FoD is not available currently in the following locations:

1. Non-FTTC areas (i.e. areas with no existing NGA fibre Aggregation Node from which to pick-up fibre for the FTTP network build).
2. Exchange Only line areas (these are also non-FTTC areas).
3. To Multi-dwelling unit (MDU) or Multiple occupancy unit (MOU) premises (residential or commercial multi-tenanted premises with additional internal wiring complexity).

• FoD is also not available where FTTP has already been pre-built.

The OHP (Openreach Handover Point) Exchange code and Exchange name fields are provided, however, the L2S (Layer 2 Switch) details cannot be provided until Openreach has completed a survey of the end customer's premises, which will be initiated once the FoD order has been placed. More detail about this is available in the Validate Handover Port process step.

Once the FoD service has been delivered, FoD availability will change to ‘N’ (no) and the FTTP availability section of eMLC will be populated.

• Check for current existing Openreach services
  • If the customer is not currently yours, you can check the Manage Product Availability dialogue service to see their current working Openreach services so you can determine if you should be migrating an end customer’s existing service from copper to FTTP or simply placing a new FTTP provide order.
• Understand customer relationship

This check that you will do in your own systems enables you to determine if you will be transferring the end customer’s service relationship from another service provider or if they are already your existing customer.  Refer to the Change of CP section if you are winning the business from another service provider.

• Decide if undertaking new provide or migration to determine which unique key will drive the order
  • In most cases, the expectation is that you will be migrating the customer’s existing voice and broadband services to FTTP/Your digital voice platform, however, if the end customer expects to retain their existing services and simply add FTTP as a new service, then that may change the way that you input the order.