CSP Common Sections - version 01

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8.01. Fibre Availability

Fibre Broadband Availability – Communications Provider https://openreach.secure.force.com/form/?CPForm

This service allows CPs to raise enquiries with Openreach to provide information, for the purpose of assisting with raising orders, about when and where fibre network is deployed, including: 

• FTTC, e.g. Planned, Waiters and Speed’ enquiries (the Openreach managed line checker is not showing availability when it is believed it should)
• FTTP Brownfield, e.g. Gold address key is not available or address issues (the Openreach managed line checker is not showing availability when it is believed it should)
• FTTP ‘Planned’ and ‘Waiters’ enquiries
• Routing issues
• Gold address key required to allow a FOD order to be placed 

Non-FTTP: see Section 12 Network addressing

If you cannot find the Gold Key that you require, please place your order using a Silver Key if it is available, or use a bronze key for an address that does not show up in the Address matching dialogue service. If you have difficulty placing an order against a Gold, Silver or Bronze key then please use the ORDI robot to have the problem corrected in the first instance.  Information about ORDI is held on the Customer IT Zone on the Openreach portal, including ORDI contacts (held in the Customer Service Management Catalogue).

https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides   

Navigate through the form to select the appropriate enquiry type. 

NOTE: We are not able to upgrade a Silver Key to a Gegories:

8.02. FTTP Newsites Greenfield

8.2.1 - FTTP new sites (Greenfield) not ready for service – NRFS

https://openreach.secure.force.com/form/?NewsitesCPForm

This is when you believe the plot, house or commercial premises should be occupied and you have a move-in date for your end customer which must be within the next 4 weeks.

The address is matched (gold key) and eMLC shows ‘N’ to any of the fibre availability statements and you are unable to place an order because: 

• Network build incomplete
• The address has not been called off/commissioned
• eMLC shows ‘N’ (but address has FTTP installed)
• ONT serial number is mismatched

Please see the escalation route if you haven’t received a response to your enquiry within 5 working days. Please check the records in eMLC for any updates before you escalate

8.2.2 - FTTP new sites (Greenfield) ready for service – RFS 

This is where the address matching tool displays the correct gold NAD key and…

EMLC shows ‘Y’ for FTTP Existing ONT available and gives you the correct serial number 

• Network has been built
• ONT fitted (showing solid green light)
• Still unable to place order
• FTTP Greenfield, e.g. the address is ready for service (RFS), but still unable to place an order or the address is not ready for service (NRFS) on the date expected

Please see the escalation route if you haven’t received a response to your enquiry within 5 working days. Please check records in eMLC for any updates before you escalate

8.3.1 FTTP new sites (Greenfield) not ready for service (NRFS) - eMLC has a ‘P Flag’

https://openreach.secure.force.com/form/?NewsitesCPForm

This form is to be used to provide an update on an existing Pre-order, Openreach will have contacted you to ask for further information. 

In order to have an escalation accepted it must meet the following criteria

• You believe the plot, house or commercial premises should be occupied and you have a move-in date for your end customer which must be within the next 4 weeks.
• The address is matched (gold key) and eMLC shows ‘P’
• The CRD has passed and you haven’t received an update from your supplier.

Please check the records in eMLC for any updates before you escalate

8.3 - FTTP Fibre Only Drop-Wire Provision Process (including exception for Copper Restoration)

Openreach will use Fibre Only Drop-Wires (FODW) for FTTP installation and where the CP places an order which indicates that there is no ongoing need for an active copper service (i.e. migration order), the Openreach engineer will remove the existing copper pair drop-wire at the same time.  

At point of order CPs must confirm that the end customer does not have any equipment that will be incompatible with Voice over IP.  If the customer will need to retain copper then the CP should reflect this by placing a simple FTTP provision order and with no copper cease instruction.

8.3.1 - On the Day

The installation engineer will ask the end customer if they have any specific healthcare equipment that could be reliant on a working copper service (e.g. a pendant), if they do not, they will continue to install the FODW. If they DO have equipment that needs the copper line and if the CP order has provided an instruction to remove the copper drop-wire, then the FTTP installation will be stopped and the order returned to the CP as a Sales Query with notes referring to the healthcare equipment dependency.

If the engineer has any doubt about whether or not the existing copper drop-wire carries an active service, they will leave the copper drop-wire in place to avoid any accidental disconnection.

If the engineer cannot provide service on the day the engineer will re-install a copper dropwire or obtain assistance to do so, to ensure the end customer does not have a total loss of service and to enable active copper service following any systems-driven retention or re-ordering of copper service as described in the Copper Restoration Process section below

8.3.2 - Emergency Restoration of Copper (ERoC)

Restoring the copper alone will not guarantee service if a copper cease has been ordered.

The engineer will advise the end customer to contact their CP to either stop the cease (where the cease order has not yet been processed) on the copper service or re-order copper service. 

To re-order a copper activation CPs should follow the Emergency Restoration of Copper (ERoC) process to arrange this and this is available for reference on the Openreach portal in the Customer Service Plan at:   https://www.openreach.co.uk/cpportal/help/customer-service-plans/wlr/cpzone-emergency-restoration-of-copper-eroc  

As part of the ERoC process, for swiftest service restoration this copper service re-start order can be expedited by the CP, using the existing expedite process. To ensure that your end customer has not been left without service the engineer will advise the end customer that they must contact the CP to inform them of the delay and the CP should ensure that if they have placed any related Stand Alone Number Port / Transfer, that they should also take action to delay the date of that to align with the FTTP KCI3 and the copper cease.

The Fibre Only Drop-wire process and copper restoration exception is covered in the document below.  

8.3.3 Detailed Fibre Only Drop-Wire (FODW) Process in the Document below