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Customer Service Plan
We have a managed process in place to try to reduce the impact of planned engineering work (PEW), to make sure, wherever possible, that you have advanced warning and can pass this on to your customers if they’re likely to be affected.
PEWs are broken down into two categories:
If engineering work is planned that may cause disruption to your service, we’ll endeavour to give you fifteen working days’ notice. This is to give you time to limit any impact on your own operations and your customers’.
On occasions we have to perform emergency work. When this happens, we’ll endeavour to give as much notice as possible.
If the standard planned engineering work affects a single customer, we may contact you directly to try and agree on a convenient time.
The notification will provide you with the following details:
We’re unable to provide any notifications of routine maintenance work.
If the planned dates and times of the engineering work aren’t convenient, please send an e-mail to the PEW team with an alternative specific date/time and a reason for the requested change.
This e-mail must be received no later than five working days after you received notification of a planned engineering work, with the exception of emergency cases, which will have to go ahead.
The PEW team will then send a change request on the customer’s behalf to the network management centre (NMC).
A change request can only be submitted if these rules are adhered to, so it’s vital that the e-mail be sent to the PEW team within the set timeframe, otherwise it won’t be considered. However, the NMC may still be unable to make the requested change.
If the change is accepted, then the PEW team will let you know the new date or time. If it’s rejected, the customer has the option of either accepting the original date/time or requesting an escalation.
If you would like an escalation you should inform the PEW team who will forward this to line management, which is where the PEW team’s involvement in the escalation ends. You should then liaise with the line manager you have been referred to.
All planned work enquiries, objections and escalations should be made by contacting the PEW duty.
Table 12: PEW contact information
Team |
Contact details |
Openreach planned works duty |
If you’re carrying out essential maintenance or upgrade work on your equipment that’s located within a BT exchange, please send a PEW notification by e-mail to our planned works duty. Our PEW duty team will then let any affected BT group agencies and alarm surveillance teams know.