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Customer Service Plan
If you believe your service has been delivered incorrectly, please raise an Escalation case with the Service Desk. You will need to raise a case via the Openreach Portal using the Ethernet Escalations app. This process is currently available for Ethernet Access Direct, Ethernet Access Direct Sensitive (ONEA),Ethernet Access Direct Rugged (ONEA) Ethernet Access Direct (ONEA) Optical Spectrum Access (BTWD & BTWC) and Cablelink (EBCL) in the form of a rapid rearrange.
Examples of post-handover delivery issues for the rapid rearrange of an incorrectly provisioned order:
· Circuits terminated in the wrong location.
· Patch panels not installed even though the customer requested a panel to be installed at the time of placing the original provide order.
· Openreach have pulled in the wrong external cable from the meet me box into the cable chamber.
· There is a quality issue regarding how Openreach have run the cabling in the customer’s rack.