Dark Fibre - version 05

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If you believe that your service has been delivered incorrectly, please raise a case with the Service Desk. You will need to raise a case via the ‘Ethernet Escalations’ tool on the portal. The ‘Ethernet Escalations’ tool can only be used for DF, when raising rapid rearranges. Other types of service desk requests related to a DF job should instead be raised via VMJ, and will be rejected if raised via the ‘Ethernet Escalations’  

The following text covers the business rules for a ‘rapid rearrange’ of an incorrectly provisioned order are as followed:

Examples of post-handover delivery issues would be:

• Circuits terminated in the wrong location
• There is a quality issue regarding how Openreach have run the cabling in the customer’s rack.
• Customer has never been able to send / receive traffic over the Dark Fibre circuit due to some / all fibres being disconnected on internal cables within the exchange.

Please note the Service Desk will only be able to deal with one issue per case. If the customer has multiple issues they will need to ensure they raise one case per issue. The reason for doing this is that our reporting system can only capture RCA information for one issue. So if the customer has multiple issues, some of the RCA information could be lost if all the issues were managed on one case.