Select your product to see the specific
Customer Service Plan
During your order journey, we’ll keep in touch with you through a set of messages which we call keeping customers informed (KCI) messages, to let you know how we’re getting on with your order.
What to expect from Openreach:
Whenever we hit a milestone in delivering your order, we’ll send you a KCI message telling you what we’ve done, what happens next and when we expect to provide you with a further update. The messages will also contain key details to reference your order (like the service ID) which you should use whenever you need to contact us about the circuit.
Table 1: Who and when to contact
| For questions about: | In life |
| The Openreach portal and its Tools, systems, or IT issues | To report a system related issue please arrange via the Customer IT Zone or call 0800 0851287 Option 3. The Application Support Desk (ASD) will give you an incident number so that this can be tracked through to resolution. |
| For general order queries or updates that aren’t order amendments | Raise a case through via View my Job or contact your FND Service Desk. |
| Billing enquiries | The Billing team: 0800 592 141, or by email: openreach.billing@openreach.co.uk The CSP includes the template for raising billing queries to the team. |
Fault queries (after you’ve raised a fault with us via the portal) |
Echat - Log in to the Openreach portal and click on the Eiva Logo in the bottom right hand corner of the Dashboard page. 0800 0282268 |
FND Service Desk contact details during the order journey
You can contact the Service Desk team by raising a case via View my Job.
We will update you regularly. Although this may vary depending on the stage of your order, we’ll always try to let you know when to expect to next hear from us. You can contact your FND Service Desk team if you haven’t received an update by calling us or by responding to the case reference email.
All large files or photos (up to 700MB), for dark fibre can be uploaded via view my job and not by emailing them separately.
Table 2: Dark Fibre
Dark Fibre order journey FND Service Desks contact details for all enquiries |
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Products |
Function |
Telephone |
Raise a case |
Dark Fibre |
FND Dark Fibre Service Desk |
FND Service Desk on 0800 917 6511
Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example DFGB, you will then be asked for the department required (8-5 Monday – Friday) |
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During your order, we may need to arrange access to either one or both ends of the circuit. We will help you to arrange access by making contact with the relevant site contacts mentioned on the order. It is vital that you give us accurate information about site contacts otherwise it may lead to delays in the provision of your order.
We will give you at least 2 working days’ notice before we book a visit to the site.
Further details about the process we follow for arranging access or what we do when we encounter various exceptional scenarios are available in the DF product description on the Openreach portal.