Product Process descriptions

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FTTP and FoD Process Description

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3.9.1 Internal ONT shift

For existing services, CPs can request an ‘Internal Shift’ of an ONT if the end customer wants to move it to a new location (e.g. due to the ONT causing an obstruction, or for a more appropriate service access location, or purely for aesthetic reasons).

We can also relocate existing Battery Back-Up (BBU) or Universal Power Supply devices connected to the ONT with the ONT as part of this service.

When placing your modify order, it’s important that we have this information in the order:

·         Service id

·         Telephone

·         Alternative Number

·         Current ONT Location

·         New ONT Location

·         Hazard and Warnings

·         Additional Notes

·         CP’s must select ‘Shift ONT’ as Site Visit Reason and Appointment Type as ‘Standard’ when placing Modify order to allow for an engineer to attend.

Expedited appointments are not applicable for FTTP ONT Shift modify order scenario.

We will not move the CP router and reconnect it to the ONT as part of this service. And, if there are other CP and end customer devices connected, these, too, will need to be relocated by the CP or end customer.

Network rearrangement

We will not move the CSP or lead in as part of the Internal ONT shift process. If a customer requires network rearrangement, for example if they need us to move the CSP and/or dropwire if they are having an extension put onto the home, then they should be directed to the Openreach website at: openreach.com/building-developers-and-projects/altering-our-network/. At the bottom of the page, customers can find an enquiry form to engage the team who can help them.

Advice to CPs is that an ONT Shift must conform to the following guidelines:

·         The new location must also be internal within the same premises.

·         The new chosen internal location must be within 1 metre from mains power sockets (sufficient to serve the ONT and the CP router).

·         Must be a maximum of 10 metres of internal cabling (can be a combination of external cable and internal cabling) from the external Openreach Customer Splice Point (CSP) to the new ONT location.

·         Moving location up to 2 floors up or down from initial location (still within the limits of 10m internal wiring and up to 15m external wiring around the premises as part of the Standard Install scope).

The following points must be agreed with the end customer

·         End customer must be made aware that the relocation may require additional external wiring (within the 15m limit) fixed to the outside of the premises.

·         Openreach will re-use the existing ONT.

·         A new cable ingress point (entry to the premises) will often be required and we will drill this hole as part of the order provision.

·         If the shift requires ladder access, we will need to drill holes to affix our Tetra safety system to the property.

·         The new installation will continue to make use of an external Customer Splice Point (CSP) (which will be installed as part of the Shift if it is missing). An internal CSP will only be used if our engineer identifies it is required.

·         The end customer should be advised that any existing link from the ONT to the NTE5 and internal copper cable for voice presentation may require the copper NTE5 relocation through a separate, similar WLR order. Any such work if needed is not part of the ONT Shift service.

To raise a modify shift order on the Openreach Siebel order portal, refer to the Modify order section for the wider order details.

The crucial difference between a modify order and a modify shift order is the need for an appointed engineer visit on a shift order. To set that up, you need to select ‘ONT shift’ from the ‘Site Visit’ drop down box on the Product Details tab of the order:

When selecting this option you’ll then want to select an appointment on the next screens, making sure to set the appointment type to “Standard.”

When you click Next, you’ll be shown a list of appointments that are available, starting from the appointment start date that you input.

Details about modify order lead times can be found in the GEA-FTTP Product Description. Navigate from the Openreach CP portal to Products > Fibre Broadband > FTTP > Documents > Product Descriptions > GEA FTTP FoD product description

3.9 Modifying an existing FTTP service

Last updated: 25 February, 2024

CPs can modify the following features of a completed and live GEA-FTTP service by placing a Modify order:

· Change of bandwidth variant (i.e. re-defining the downstream and upstream bandwidths from one profile to another)

· Change the Service Maintenance Level (default option is SML2, but SML3 and SML4 options are currently available also)

· Move / re-locate the ONT within the end customer premises (See the Internal ONT Shift process step)

Details about modify order lead times can be found in the GEA-FTTP Product Description. Navigate from the Openreach CP portal to Products > Fibre Broadband > FTTP > Documents > Product Descriptions > GEA FTTP and FoD product description

To place a modify order 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 “Modify” button to proceed.

4. The next step to place a modify order is to run an eMLC availability check. This enables the order system to pull in relevant line profile details in the background. Select the line identifier as Service ID and enter the OGEA service reference number. Don’t forget to tick the end customer consent box which is required for all eMLC checks, then click next.

5. After the availability check returns results, click next to proceed with entering the order details.

· The Customer reference can be whatever your company requires you to use so that you can find the Openreach order using a reference from your own order management system.

· The required by date should be set based on the minimum lead time for the modification, as specified in the GEA-FTTP Product Description, as well as by when you/your end customer want the change to occur.

· Note that KCI type refers to how

· The Retailer ID is an Ofcom-managed 3-letter code indicating the brand entity that is entering into the contract with the end customer. It is also known as the reseller ID and a table of RIDs can be found on Ofcom’s website.

· The contact details on this Order Details page refer to the CP contact details. This is the team or person within the Communication Provider’s company to whom we will send order updates.

· You should use the order description field to be clear about what aspect of the service you are modifying.

6. Change the product details that you want to modify.

· You only need to fill in the details associated with the value you are modifying so, for example, you do not need to enter site details if you are not raising an ONT Shift. See the Internal ONT Shift section for detail on that type of modify order.

· Note that if a field is marked as mandatory but it is not actually relevant to the value you’re modifying, you may simply enter N/A. On the service in the example, there were no Hazard notes, so the user entered XXX because Hazard notes appear to be a mandatory field.

7. After you’ve set the fields that you want to modify, you’ll be taken to the appointment screen to select an appointment slot. You can skip this step assuming your modification doesn’t involve an engineer visit. An internal ONT Shift is the only allowed modification that requires an appointment.

8. On the Confirm Order screen, please verify the details once again and click on ‘Submit’ to proceed. Notice that the Modify Order Summary page does not clarify which fields you are actually attempting to change. It’s therefore important that the description is clear about what field’s you’ve modified within the order.

9. Once the order is successfully submitted you’ll receive the Openreach Order Reference on screen. Please make sure to note this so you can track the order later. Once that’s done, click ‘Finish’.