Dark Fibre - version 05

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If you need to raise an escalation on an order, please raise via case management on View My Job.

Any escalation relating to an Ancillary Document should be raised to Openreach Product line in the first instance. Your account manager will refer you to the relevant Dark Fibre Product Manager.

Following this the Communications Provider may escalate in accordance with clause 16 Escalation and Dispute Resolution of the Dark Fibre Contract.

Escalation Business Rules Information Needed

When you contact the FND Service Desk please provide the following information:

• A clear, detailed explanation of the escalation
• Evidence that the order has failed or is currently failing, and it is not a ‘general delay’
• Key milestone failed
• Demonstration that time limited information has been given at least 1 working day to reach you
• Clear language, no acronyms used in any email correspondence

Dark Fibre Escalation Business Rules Rejection Criteria

The following scenarios are non-valid escalations and will be rejected:

• Updates/Progress – Only valid if ECD and CCD are obviously likely or have already failed
• No existing Dark Fibre Reference
• Multiple orders / Openreach Project Services (ORPS) / Value Added Customer Service Team (VACS)
• Order in suspend or customer delay i.e. Site Not Ready 
• Date improvements
• Notification of a problem where the CCD is not in jeopardy
• Insufficient information or reason for raising a case

If you don’t agree with our response

You can reopen your case and contact your case handler in the first instance, or you can speak with us about your experience using the contact details in 5.4.

If you need to discuss an existing escalation, please contact your FND Service Desk

Dissatisfaction with your escalation

If you are not satisfied in the way the Service desk are managing your escalation, please contact our High-Level escalation team, details of which can be found in the table below.

Before escalating from one layer to the next, please ensure that the escalation business rules criteria have been met and that the appropriate amount of time has been allowed to receive a response:

Table 3: Escalations contacts