Customer Service Plan

LLU - version 108

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Are you refurbishing or extending an existing building? Or are you building a brand new site? If so, you may need to move a drop wire or alter our Openreach network from an overhead position to an underground position, relocate our network or order brand new infrastructure. These are just a few simple examples of network solution services that we can help you with.

Here is a list of the type of engineering tasks we are able to deliver on your behalf:

• Infrastructure to New Site housing developments, from single homes to 1000+ plot strategic sites  
• Network in Advance on new housing developments for Ethernet services  
• Existing network rearrangement  
• Build fibre networks for commercial sites, free of charge for sites of 20 or more commercial units  
• Repositioning of distribution points, drop wires, poles and internal distribution connection boxes, underground ducting or cables  
• Housing stock refurbishment programmes, particularly the change of overhead infrastructure to cope with Multiple Drop Wire Re-arrangement (MDR), also known as External Wall Insulation (EWI) 

Where the order has been submitted directly by a Communications Provider to the Infrastructure Solutions team, the escalation path below can be followed:

Please note, Infrastructure Solutions are unable to provide updates on provision orders, please contact Customer Service Management (CSM) for this