Select your product to see the specific
Customer Service Plan
Applicable Products |
FTTP |
FTTC |
SOTAP |
SOGEA |
WLR |
LLU |
Ethernet |
Dark Fibre |
PIA |
MiiS |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
For all System/IT issues and information regarding the services offered by the Openreach Applications Support Desk, all customers should refer to the generic "Customer Service Management Catalogue" held on the Customer IT Zone on the Openreach Portal.
https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides
The Customer Service Management Catalogue describes how Openreach will support the delivery of our products. The information is supplied for the purpose of assisting Communications Providers (CPs) to plan and manage network arrangements between themselves and Openreach.
The ASD will monitor report and escalate incidents to resolution. However, for those incidents not resolved at first point of contact, the responsibility for resolution lies with Openreach second line support teams.
Please note that if an incident is not cleared within the advised target time, CPs can request an escalation of the case. Please see table below for details of this escalation process.
Level |
Contact details Please note these details must not be given to members of the public |
First contact, new issues and updates
|
Application Service Desk - 0800 085 1287, Option 3
For escalations, please telephone the ASD. Alternatively please use the Amend Notes feature via the Incident Management Tool. We aim to respond to this request within 24 hours. CP should request an escalation on their Incident and quote the Incident reference number. The ASD will escalate the case following our internal escalation processes. PLEASE NOTE: P3 incidents have an SLA of 85% within 48 elapsed hours. The ASD will NOT escalate a case if within this SLA unless there are mitigating circumstances where escalation is appropriate (e.g. impact on service has increased significantly since first reported) |
1st level escalation |
Where Openreach have failed commitment or resolution timescales please use the link below. First contact routes MUST be followed or case will be rejected. https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a We aim to respond to this request within 24 hours |
2nd level escalation |
Please escalate using the link below if failed commitment at First level escalation. A manager will review and respond. https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080808000c |