Customer Service Plan

CSP Common Sections - version 01

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7.01.  Restoration of Service (ROS) line taken over in error

Applicable products: WLR, LLU, FTTC, SOGEA, SOTAP

Summary: Process to prioritise restoration of service (ROS) when a CP identifies another working line has been taken out of service in error during a new line provide.

If a CP believes an Openreach engineer has ceased an existing working line to provide service during a new line provide installation (it could be same or different CP) should follow the process below.

To raise an ROS case into Openreach please complete this form: Restoration of New Line Provide (NLP) (openreach.co.uk).

You will need to supply:

• Openreach Service ID (telephone number or ID) for the service taken out in error
• Openreach Sellers ID (Siebel reference) for the new line provide which caused this issue
• Postcode and a summary of the situation (other key information)
• CP Contact name and email address

CPs must ensure they are correctly and accurately inputting key information within the form to speed up the process. If the form is not completed correctly the escalation will be delayed.

An automated email will be sent with the case reference number. The CP Escalations team will then process the request and will aim to respond within four working hours of receipt.

Escalation process is as per DSO – click here

7.02. Urgent Service Restoration (USR)

7.02.1 – USR Scenarios:

·       Start of stopped line for change of address / home moves where the end customer moving dates don’t align or move is cancelled

·       Working Line take Over when another CP has taken over your customer’s service in error

7.02.2 – USR Overview of process:

1.    Losing CP (LCP) places Working Line Takeover Order (WLTO) to take back the service

2.    Losing CP raises USR with Openreach with order details

3.    Openreach contacts the Gaining CP (GCP) and advises them of what the LCP has highlighted and to bring forward their STOP order date

4.    If the current (GCP) provider can bring forward the Customer Required Date (CRD) of the stop order, Openreach will bring the WLTO order CRD forward to mirror the Stop order and align the orders to the earliest possible date:

5.    LCP informs end customer of progress and planned transfer date

7.02.3 – How to raise USR with Openreach

1.    Email Openreach on or.service.restoration@openreach.co.uk  

2.    Email must use this proforma:

Email subject: Urgent Service Restoration - *Customer Name* / *Siebel Reference* / *Address*

Email body: We have a customer where their service was moved to another CP but urgently requires their service re-instating. We request that you contact the gaining CP to request an urgent restoration of service.

• Address:
• Our order Siebel reference is:
• The telephone number for the order is:
• Customer Name:
• Reason for USR:
• Contact details for Openreach to respond to:

3.    Openreach will respond within respond within 4 working hours.
The team is available Monday to Friday 08:00 to 18:00.