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Customer Service Plan
Openreach systems will use the supplied address key to look up the address in various databases.
Once the address is verified the order is passed downstream for route allocation
‘Brownfield’ addresses (existing buildings with copper network) may have an existing ONT when a GEA-FTTP service has previously been installed into the premises. If there has been no previous GEA-FTTP installation, the first order to the address will need an engineer appointment to arrange the ONT installation. CPs can check the existing ONT status on the eMLC dialogue service before choosing their order journey.
Prior to sending the order commitment (KCI2) message, Openreach will run a remote connectivity test on Subsequent Provide orders to ensure that the ONT is in place and that the service activation will work on the day. If those tests fail, then we will convert the order to be engineer appointed and will automatically book an appointment to fix the issues and ensure the service activation can complete successfully. We will return the appointment details in KCI2.
If we identify that the ONT is powered-off there will be no need for an engineer visit but we will send a KCI (9414) to indicate that the ONT is powered down and will need to be switched on by the end customer to ensure that the service works.
For orders that are placed when eMLC states FTTP availability as ‘P’ for Planned, or ‘W’ for Waiters, orders will be progressed to this point and will then wait until the network build has completed before proceeding further. The system will issue tasks to the relevant build and network records teams to undertake the necessary activities to move the availability status to Yes. The order will wait in a monitored exception queue at this stage in its journey until the remedial work is complete.
This step can occur as a result of several reasons:
Modify an existing service:
If the CP has placed an order to Modify an existing service, then the type of modify order is checked to determine if the service routing will be impacted. In rare cases where the service routing needs to be amended, for example if the planning systems or surveyor have identified an error or a more efficient routing solution, it is possible that this will require the amendment of the handover port ID which is validated in the next process step.
When we design the route for the service, the assigned routing may require the service to be handed over to the CP on a different L2S (Layer 2 Switch) than was originally specified in the order. Or, the routing may not have been known at the point of order (as in the case of FoD or New Site Pre-orders) In these cases, we will require the CP to provide amended GEA Cablelink ID information.
If we were waiting for the handover port ID and you amend the order with an invalid ID, the original delay and its auto-cancellation date, will remain open and we will cancel the order on its original auto-cancellation date.
You may receive periodic reminders of the outstanding delay if we receive no attempted order amendment from you.
Here is a summary:
Where we have identified the need to charge for excess construction work prior to issuing the KCI2 order commitment, we will notify you of this before committing to the service delivery date.
However, because we only identify excess construction requirements on our first visit to the premises, or as a result of the end customer requiring an alternative build solution, often the charges for this work, known as Excess Construction Charges (ECCs), can only be agreed very late in the provision process. See the sections in the Fulfill order section for more details about ECCs and the process to agree these when they are identified after the KCI2 has been issued.
We will send you a delay notification with KCI 5750 and you will have 30 days in which to agree the costs and close the delay by amending the ECC charge band on the order to align with the costs quoted. We’ll provide you the specific auto-cancellation date within the KCI message that you can use to jeopardy manage the delay through your approval/amendment process.
The work will only proceed to build scheduling after the costs have been accepted so it’s important to note that there may be a period of dwell time between your agreement of the costs and the build work actually starting.
If you are unable to agree to the build costs within the 30 days, the order will be cancelled, and you will need to place a new order (with the correct ECC charge band applied) when the issue is resolved, and the costs have been agreed.
Here is a summary of what you’ll receive, when:
At this stage of order orchestration, we will allocate a network path that will provide the services ordered by our customers or record additional services provided on an existing network path.
You can find a summary process flow for how we design the connection in the appendix of this document.