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 |
No |
No |
No |
Communications Providers can contact the number portability team for porting dates or enquires about moving from one CP to another.
Geographic Single line helpdesk works from (08:00 - 20:00) (Monday - Saturday) and Multi-line from (08:00 -18:00) (Monday – Friday).
9.02 – Number porting queries and escalations: Single Lines
Level |
|
Contact Details |
Notes |
Generic number portability team |
Single Line query entry |
This is for order entry of Number Portability Order Requests into Openreach. |
|
Single Line Helpdesk |
Support |
eChat - (Maximum of 1 query per session) Log in to the Openreach portal and click on the EiVA Logo in the bottom right-hand corner of the Dashboard page Use the Request for Contact button |
This is the first contact point for any general enquiries or questions with regards to an order |
1st Level Escalation – SINGLE LINE |
Team Email |
Where Openreach have failed their commitment and 1st Level have been unable to resolve. 4-hour response time. This must have Single Line in the subject title. |
|
2nd Level Escalation |
Team Leader |
Email audit trail required to show escalation path utilised so far. |
|
3rd Level Escalation |
Team Managers |
Email audit trail required to show escalation path utilised so far. |
|
4th Level Escalation |
Senior Manager |
Email audit trail required to show escalation path utilised so far. |
Level |
|
|
|
Generic number portability team |
Multiple LineMultiple Line query entry |
This is for order entry of Number Portability Order Requests into Openreach. |
|
Multiple Line Helpdesk |
Support |
eChat - (Maximum of 1 query per session) Log in to the Openreach portal and click on the EiVA Logo in the bottom right-hand corner of the Dashboard page Use the Request for Contact button |
This is the first contact point for any general enquiries or questions with regards to an order |
1st Level Escalation |
Team Email |
Where Openreach have failed their commitment and 1st Level have been unable to resolve. 4-hour response time. Highlight the below in a subject title for priority: · Loss Of service · Emergency Service Restoration[PR1] · Blue Light · Restoration of Service |
|
2nd Level Escalation |
Team Leader |
Email audit trail required to show escalation path utilised so far. |
|
3rd Level Escalation |
Team Managers |
subhajit.karmakar@openreach.co.uk
|
Email audit trail required to show escalation path utilised so far. |
4th Level Escalation |
Senior Manager |
Email audit trail required to show escalation path utilised so far. |