CSP Common Sections - version 01

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12.01. Reference number not received

If you have not received a valid Openreach Reference Number, this can be due to data integrity errors which can often be resolved by using the ORDI tool. More information on the ORDI process can be found at:

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

12.02. When manual faults can be raised

Manual faults can only be raised when the EMP fault raising platform cannot be used due to planned or unplanned outages, system failures, or if requested to by CSM (Customer Services Management).

The completed proforma(s) should be attached to an email and sent to CSM address listed at the bottom of the proforma (auto populated when “Circuit Type” is selected) . The fault requests will be validated and processed by CSM teams who will provide KCI updates via return email. Notice will be given by return email for any requests that fail validation.

Please note: - emails must contain single requests (one proforma) only; multiple fault requests can be made but will require an additional email for each fault request proforma.

12.03. Manual Fault Proforma

12.03.1 WLR Proforma:

12.03.2 FTTC, FTTP & FVR Proforma:

12.03.3 LLU Proforma:

12.03.4 SOTAP Proforma (not yet available)

12.04. Contact & Escalation points

If your request concerns an Emergency Welfare customer, and this is during an EMP planned / unplanned outage - please title your fault request “Emergency Welfare - Manual Fault Request”. This will ensure the request is prioritised above other lower priority faults.