Product Process descriptions

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Customer Service Plan

FTTP and FoD Process Description

8.1.1 Capture order data

Openreach systems capture all relevant data at the order closure to transfer to the billing systems
8.1.2 Transfer data to billing system

All relevant information is sent to the appropriate billing system for bill preparation.

You can read further information about how, when and what we bill in the GEA-FTTP Product Description
8.1.3 Send data to MIS

Openreach overnight routines will collate information on all closed orders and send to Management Information System

More information about the billing data for FTTP is available in the Generic bill back-up guide and the GEA bill data Format structure documents. You can find these on the Billing guides section of the Help and Support guides page of the Openreach portal.

8. Trigger billing

Last updated: 25 February, 2024

Provision:

Once all the ordered services have been delivered and, where appropriate, tested and demonstrated to the end customer, the Openreach systems will update systems and gather relevant data to notify the billing system for invoice generation and the billing cycle can then commence.

Examples of additional charges beyond the connection and rental charges for the asset:

If the order is cancelled, then charges will apply. See Cancelling an order.
Excess construction charges.
Time related charges, particularly in relation to damage.
Missed appointments may incur AVCs. See Customer no access and sales query.
If the order is ceased prior to the hold to term charge, then an early termination charge will apply. See Cease of service.

You can find a summary process flow for how we trigger billing in the appendix of this document.