Select your product to see the specific
Customer Service Plan
Applicable Products |
FTTP |
FTTC |
SOTAP |
SOGEA |
WLR |
LLU |
Ethernet |
Dark Fibre |
PIA |
MiiS |
TBC |
Yes |
Yes |
Yes |
Yes |
Yes |
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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
When sending escalations to the Network Addressing Team, please ensure you’re adhering to the following
Level |
Points of contact |
Meaningful update |
When to Escalate |
Data cleanse update |
48 Working Hours of receipt |
When the ORDI process has failed |
|
Data cleanse update 1st escalation (48hrs) |
48 Working Hours of receipt |
When Level 1 action did not resolve the issue at hand or has not met the SLA the response time |
|
Data Cleanse Update queries 2nd Escalation (24hrs) |
24 Working Hours of receipt |
When Level 2 action did not resolve the issue at hand or has not met the SLA the response time |
|
Data Cleanse Update queries 3rd Escalation (24hrs) |
24 Working Hours of receipt |
When all contact points have not resolved the issue in hand and all SLA times have surpassed |