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 |
TBCYes |
Yes |
No |
No |
No |
No |
Expedite is where Openreach would attempt to provide service earlier than the standard lead-time assigned to the product / order type. Upon request Openreach will make reasonable endeavours to offer an improved appointment slot to that originally offered.
Openreach aims to fulfil the CP required date, but there is no guarantee that specific dates will be available.
Expedite is a commercial, chargeable expedite product to enable CPs to request an improved delivery date between working day 3 and working day 9 on the following order types would prefer an earlier date.
Order types:
The following non-appointed orders where managed cease exists:
*Orders that have a minimum 10 working day lead time due to Advice of Transfer cannot be expedited for an earlier date than the minimum lead time.
The expedite process can be used once orders are fluid, i.e. the CP must have received KCI2 and the orders cannot have any outstanding planning activities or other line plant delays.
Where the order involves a change of CP, the statutory 10 working day lead time will always apply. Expedite requests in this scenario will not be accepted as this lead time cannot be reduced.
Expedite requests are online via Formwize. Select the appropriate link for the product:
The charge applying for MPF Expedites will be per occasion and details can be found at www.openreach.co.uk/mpfpricing
If there is more than 24 hours delay in receiving a response from the Expedite Request team or if there is an Openreach portal system failure. Please follow the escalation path below:
Level |
Response time |
Contact details |
1st Level |
24 hours |
|
2nd Level |
4 hours |
|
3rd Level |
4 hours |
james.hutchinson@openreach.co.uk |