Customer Service Plan

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Customer Service Plan

Ethernet services version- 49

Order journey contacts

Last updated: 25 February, 2024

During your 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 an email or B2B 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.

For the following products raised on Sabor Eco only :

For KCI messages we send out on orders, you can view these in the following sections:

Ethernet Access Direct (EAD) process (Standalone Survey)
Street Access process
Optical Spectrum Access (OSA) process
Optical Spectrum Extended Access (OSEA) process
Cablelink (CL) process

For EAD,EAD-S and EAD-R on EMP orders:

You can use the View My Job tool to track your order and view all the communications we’ve sent you about your order. This tool is available to track EAD/EAD-S provide, modify and cease orders placed on EMP only.

You will still receive your KCIs as normal for orders placed on EMP and more information can be found in section 8 of the EAD product description on the portal.

Circuit life cycle for EAD / EAD-S / EAD-R

Who to contact at each stage of the circuit life cycle

Please note: When you contact our Service Desk you will be taken through identity validation checks. You’ll be asked to provide:

Caller’s name
Order reference
Primary contact name on order
Site address/postcode

Table 1: Who and when to contact, for your order

Order Journey

Ethernet Access Direct (EAD / EAD-S / EAD-R)

Standalone Survey

Street Access

Optical Spectrum Access (OSA)

Cablelink

New Order Entry

Please contact your FND Service Desk
0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Please contact your FND Service Desk
0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Please contact your FND Service Desk
0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

If you haven’t received your KCI within 24 hours please contact Front office (Optical Bearer) opticalfrontoffice@openreach.co.uk

Optical cease and Optical regrade: Customer places Sabor amend or send an email to: opticalfrontoffice@openreach.co.uk

Please contact your FND Service Desk

0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Making an order amendment

Please contact your FND Service Desk
0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Update via Sabor

Please update via Sabor

For Optical Bearer provides orders, simple amends (EG: rack, floor etc) Please update via Sabor

For Optical Bearer provides orders, complex amends (EG: address) please complete the CRF.

For Optical cease order amend Please update via Sabor Eco ( if originally placed on SABOR).

If the cease order was placed via CRF, please raise the amend via CRF, which will be forwarded to the sales specialist.

For Optical regrades amends please complete the CRF.

Please update via Sabor

Cancelling or Suspending an order

Update via View my Job

Please update via Sabor

For Optical Bearer provide orders, please update via Sabor

For Optical ceases and regrades, Job Control will initiate the suspend or cancellation of the order and send an email to: opticalfrontoffice@openreach.co.uk

If the cease has been issued but not closed, our job control team need to check if this has been unplanned. Once this has been done, the planning team would send the requirement to: ttsfo@openreach.co.uk

Please update via Sabor

For general order queries or updates that aren’t order amendments

Please contact your

FND Service Desk

0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Please contact your

FND Service Desk

0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Please contact your

FND Service Desk

0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

For Optical Bearers, raise a case management via SI or contact your FND Service Desk: 0800 917 4360

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

For Cablelink, raise a case management via the Portal or contact your FND Service Desk: 0800 917 6511

Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Table 2: FND Service Desks contact details for General Enquiries and Escalations

Product	Telephone Number	Raise a case
Ethernet EAD / EAD-S / EAD-R (ONEA)	0800 917 6511 Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required	Via case management on View my job
Standalone Survey	0800 917 6511 Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required	Via Openreach Portal
Street Access	0800 917 6511 Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required	Via Openreach Portal

We will update you regularly, although this may vary depending on the stage/type of order, and we’ll let you know when you can expect to hear from us next. You can contact your FND Service Desk team if you haven’t received an update by the date we said you would.

Please note: For EAD / EAD-S / EAD-R, large files or photos (up to 700MB) should be uploaded via View My Job and not by emailing them separately.

For all other orders, photos or files too large to upload via the portal (over 1MB), please continue to email these to fnd.service.desk@openreach.co.uk with details of the case reference / circuit ID and the attachment detailed in the subject field. Please cross reference in the SI case that an email has been sent to the mailbox. (Note this mailbox is to only be used for sending attachments)

For EBD, OSA/OSEA and Cablelink please contact the Service desk using the details below:

Table 3: EBD, OSA/OSEA & Cablelink

Product	Telephone Number	Raise a case
Ethernet Backhaul Direct EBD	0800 917 6511 Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required	Via the Openreach Portal
Optical Spectrum Access OSA (BTWD & BTWC)	0800 917 6511 Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required
Optical Spectrum Extended Access OSEA (BTWB & BTWA)
Cablelink	0800 917 6511 Then IVR: Speech-To-Text using the first 4 letters of the circuit ID: Example ONEA, you will then be asked for the department required

Arranging access to the site

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 contacting the relevant site contacts mentioned on the order. For relevant contacts, please refer to section 4.1.

Further details about the process we follow for arranging access and what we do when we encounter various exceptional scenarios are available in section 10 of the EAD product description on the Openreach portal.

Data Centre’s – Letter of Authority

In some data centres there may be requirement for a cross connection from the end customer’s rack to a common data centre rack within a meet me area i.e. the rack that has been allotted to Openreach as a demarcation point by the data centre.
A Letter of Authority may be required to access that rack/area for cross connection.
If a CP and/or end customer requires a Letter of Authority from Openreach, please send a request to datacentres@openreach.co.uk
The response time is 24hrs or less. Please always include the following information:

1. End customer or CP name

2. Circuit reference e.g. ONEA########

3. Media connection type e.g. RJ45, Fiber LC Single Mode or Multi-Mode

4. Data centre name (including any reference e.g. Equinix LD6)

5. Full postal address