Select your product to see the specific
Customer Service Plan
We monitor and review our active assets in the first days of their life to understand and improve our lead to cash provision processes based on faults that we receive during early life.
The Openreach NGA Operations team monitors the performance of the GEA-FTTP network 24/7/365 and actively manages network restoration following the identification of failure.
By monitoring and managing the network in real time, we identify and clear faults at the earliest opportunity and we will advise CPs through systems notification so that they can see where we have already identified problems that have the potential to affect end customers.
Any faults raised caused by an actively identified network failure would be linked to the active service restoration activity and closed in the normal way when the issue is resolved.
Normal SLAs will apply to the faults CPs report.
CPs should not proactively test end customer’s FTTP lines for faults.
We perform various regular checks of the active assets on our network to make sure that they’re operating as expected and we monitor the network as a whole for alarms that notify if/when incidents occur that will impact multiple end customers.
As our platform grows, we’ll hone our network monitoring and management processes further.