Customer Service Plan

LLU - version 108

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This section details the procedures both parties must follow when a CP places an order upon Openreach for End Users.  Provision orders form part of the overall Service Fulfilment process. The detail of how to forecast, place, modify and cancel orders is in the appropriate end to end process manuals. These are available for MPF, Shared MPF and co-mingling.

Information relating to the LLU product range, including product / process descriptions, Business Process Models (BPM) and Release documentation, can be accessed via the Openreach website at www.openreach.co.uk/llu

Forecasting 

Information relating to LLU forecasting, including forms and guidance, can be accessed via the Openreach website at www.openreach.co.uk/lluforecasting

Plan and Build

Information relating to Access Locate and LLU Plan & Build, including product / process description, can be accessed via the Openreach website at www.openreach.co.uk/planandbuild You can also access via the same link in the “LLU Secure” area (see below for details on how to gain access to the LLU Secure Area which requires a user id and password).

Regarding access to the LLU Secure Area: Please note that as soon as a Confidentiality Agreement is in place, or a Revised Access Network Facilities Agreement, or Access Locate contract has been signed, a CP is permitted to access the LLU Controlled Area. Following completion of these activities, a CP should contact its Openreach Commercial Manager in order to request a user ID and Password. These will enable access the LLU Controlled Area.

Your Openreach Customer Service Management (CSM) Plan and Build contacts can be found in section 2 covering MPF / SMPF Order Processes: Provision, Transfer, Changes and Cessations

MPF / SMPF

Information relating to the LLU MPF & SMPF and Broadband Enabling Technology (BET) including product / process descriptions, Business Process Models (BPM) and Release documentation, can be accessed via the Openreach website at www.openreach.co.uk/llu

SMPF bulk migrations

Information relating to the LLU SMPF Bulk Migrations, including product / process descriptions can be accessed via the Openreach website at www.openreach.co.uk/smpf

Escalations

Where Openreach is aware of a problem the matter will automatically be escalated to ensure that Openreach provides a consistently high level of service. For example if the Service Centre experience problems with either provision or repair work, they will formally escalate the issue within the respective Openreach department to achieve a prompt resolution.

Alternatively, a CP may wish to escalate an issue themselves with the Service Centre Escalation Team if Openreach has failed to, honour a delivery commitment. In such circumstances the CP should contact the relevant team/person listed below.

The following tables detail the escalation contacts available to CPs.

LLU Provision Contacts (including SIM2)

In all cases prior to an escalation, the Communications Provider must check for updates on the relevant CP Portal.  Contact to Customer Service Management (CSM) must only be made in the event that up to date notes are not available.  If a satisfactory update cannot be provided through CSM, then please proceed to the appropriate escalation path as detailed below: 

Where the dwell time has been exceeded and you have not received a response from the 2nd level escalation then a nominated person or persons within the CP operation known as a CP internal escalation manager can utilise the 3rd level of escalation this person or persons will also be responsible for managing all feedback from Openreach where the ‘Chase’ or initial escalation is deemed inappropriate i.e. the incorrect process followed

• All enquires, with the exception of Cease before Provide and Line Plant delay, can and will be dealt with by CSM  by calling the CSM telephone number.  For general enquires CSM will be able to offer an efficient resolution.

• On valid accepted Openreach error provision escalations, resulting in total loss of service and where a Customer specifically requests a temporary divert, Openreach will attempt to apply a divert at validation stage. Customer must specifically request a divert and give target number. Please note: Openreach cannot guarantee successful application of divert on all cases.

Cease before Provide (Tier 2):

The following tables list useful points of contact and references in relation to your Local Loop Unbundling Service.

Provision contact for Access Locate and LLU Plan and Build

MMPF/SMPF Contacts

Provision contact for Multiple MPF / Multiple Metallic Path Facility (MMPF)

This escalation route should be used if the customer wishes to expedite the orders inside the minimum 12 working days.

If the CP believes that the Multiple MPF orders meet the criteria for escalation to the Directors' Service Office, as explained in Section 10 of the CSP, they should follow the processes for escalation explained in this section. 

For instances where a customer is not satisfied with the quality of the installation following an engineer visit, then a complaint should be raised using the complaints process documented within Section 8 of this CSP.

Provision contact for SMPF BET

Provision contact for SMPF bulk migrations 

SLU Contacts

Provision contact for SLU

Provision contact for SLU Plan & Build

Named Engineer 

Please note that you must be established on SBS to consume Named Engineer, please contact your Sales and Relationship manager if you are interested in consuming Named Engineer and are not established.

Products in scope are:

LLU MPF and MMPF provision   

If you have followed the Named Engineer process and have not received the name of the engineer 2 working days in advance of the installation order please use the following escalation path, providing

• CSS job number ( this can be found on the order and tracker)

• SBS order reference

• Details of the issue

In addition to requesting a Named Engineer via SBS CPs can request Openreach monitor and confirm the Engineer Name is shared 2 working days in advance of the installation date. And if required Openreach will communicate with CP and look to resolve the issue. Please see section LLU Additional Services (Provision and Repair

LLU Additional Services (Provision and Repair)

This process provides CPs with a simple way to request additional services for provisions and repairs:

SSRAMS - A site specific risk assessment that needs to be carried out at the end customers premise prior to the provision/fault appointment date. Allocating of an engineer to carry out a SSRAMS is subject to engineering availability. 

OOH - Requested when an engineer appointment is required outside of the normal slots (prior to 8am and after 6pm) and where a flexible appoint is not available. Allocating an OOH appointment is subject to engineering availability.

Named Engineer Tracking – Openreach team will monitor and confirm the named Engineer Name has been assigned and sent to the CP 2 working days prior to the agreed appointment date. Before placing a request CPs must be established for SBS and have already placed a Named Engineer order which has been accepted by Openreach.

CPs which have encountered issues and have not requested a Named Engineer Tracker should follow the escalation path within Named Engineer section

All three can be requested via a single Formwize. 

• Your Request must be within the associated lead times. 

• SSRAMs- minimum of 15 working days before the provision appointed date and 6 working days before the fault appointment date.
• OOH- minimum of 4 working days before the required appointment date.
• Named Engineer tracking- minimum of 4 working days before the AM provision appointed date (provision only).

• You must have an open provision order/Fault which has reached KCI2 stage and in committed status.

• Your Formwize information must be clear with correct details required to deliver your ask.

• Within the Formwize CPs must agree to the associated charges before submitting the request.

CPs can locate the Additional Service Formwize from

https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080b0d0b09 

Further information regarding:

SSRAMS- found here

Named Engineer- found here

Flexible Appointments –found here

On submitting the Formwize successfully the additional service’s team will confirm receipt of request within 12 working hours. Failure to complete the correct fields will lead to delays or rejection of your request.

Any issues requesting the Formwize please contact the team via eChat (EiVA) and they will help you to resolve the issue

If you are unhappy or have not received a scheduled update for your request please use the following escalation path. 

Service Levels & Best practices

Service Levels

For details on MPF and SMPF Lead Times please see the “MPF Product Description” and “SMPF Product Description” at www.openreach.co.uk/mpfsmpfpd

Best Practises

Best Practise - Expedited Faulty Ports Delay and Tie Pair queries

Expedited Faulty Ports Delay and Tie Pair queries are now handled via Formwize and have their own escalation chain.

Go to Formwize: New Request Tie Pair Formwize (openreach.co.uk).

Best Practise (other)

Other LLU Provision subjects are handled via e-mail using keywords in the subject field.

To enable e-mails to get to the correct advisors the system reads the Subject field on an incoming e-mail and looks for "Keywords" then delivers it to the correctly skilled team.

Your co-operation would be appreciated to include just one of these keywords listed within the Subject Field of your e-mail, this will result in us providing you with a quicker more efficient service.

E-mails that do not include a keyword or have more than one keyword will get delivered to a Default "sorting" queue and may experience a small delay while we manually sort them to the correct work areas.

Please send your query to LLUORDER@openreach.co.uk        

Sending new or CC e-mails to any of our other mailboxes will only cause duplication and therefore a degradation of service. PLEASE ONLY USE ONE MAILBOX ADDRESS

OOH provision process

Straightforward Process to Initiate Reporting of Installation Troubles (SPIRIT) – LLU

Products: WLR3, PSTN,  ISDN2, ISDN30, LLU MPF, SMPF and SOGEA

This process provides CPs with a simple way to report post installation issues for its customers with Service Maintenance Level 3 or 4. The following criteria must be met:

• Your issue must be reported within 28 calendar days from the original provide order completion (KCI3) and has not been fulfilled as requested. For example the service is in the wrong location, engineer has closed the task when actual work is incomplete, Services/products are missing from the line or incorrect/incomplete numbers have been assigned.
• Your lines must have service maintenance levels 3 and 4 applied to them at the point of the provision.  If you upgrade the service maintenance level to 3 or 4 within the first 28 calendar days this process will not be valid.
• Your order and/or order notes must clearly show the end customer requirements. 

A user guide has been published to give CPs guidance on how to use this new process. The user guide is available from the Help & Support page on the portal:

http://www.openreach.co.uk/orpg/home/helpandsupport/how-toguides/howtoguides.do

If you are unhappy with the way your case is being handled or progressed please use the following escalation path. 

High Impact Provision of Service (HIPoS)

Opening hours 08:00-17:00 Monday to Friday, requests are actioned by the Escalation Team.  

HIPoS is a ‘best endeavors’ service to improve installation appointment dates for orders that have a current appointment of 20+ working days. Aim is to respond to all emails within 24 hours (if received Friday, response sent Monday). 

The criteria for this service are that the order must be – 

• For a Business Line

• For single lines on WLR3 PSTN, ISDN 2, MPF or GEA-FTTC

• Not suitable for any other form of escalation i.e. DSO / HLC

• Fluid

• Have a  committed date/KCI2

• Be the first appointment on the order

• Be appointed for 20+ working days in the future

• Request submitted by an authorised DSO referral officer

• Must be on the correct Proforma with all the details completed

Emails using the below proforma are sent to ordso@openreach.co.uk, inserting ONLY ‘HIPoS’ and the order ref into the subject line.  The emails are actioned by the team and replies are sent back to the CP by email.  Flow and Siebel are updated if the appointment is amended, enabling CP to view updates on the Order Tracker/View My Job.  Rejections are also sent to the CP by email.

Emails are actioned in ‘received order’. If in exceptional circumstances where the occasion to chase a response does arise, please insert ‘CHASE’ at the beginning of the subject field before sending back into the inbox.  This helps us identify how many new and how many chase emails we currently have.  E.g. CHASE HIPoS + order ref

As this is a ‘best endeavors’ service there is no right to appeal; however in certain circumstances where there has been an Openreach error or where there is extreme justification for us to look again a secondary email can be sent, inserting ‘Manager’ into the subject line as well as HIPoS. These will be reviewed and actioned by the manager.

DNA Disputed No Access Process

Excludes ISDN30 and Northern Ireland

Engineer did not attend during the scheduled appointment slot.

Opening hours 08:00-18:00 Monday-Saturday

Target dispute decision: Aim is to respond to all DNA requests <4 hours during our working hours.

Acceptance Criteria:

If any one of the following items incorrect or missing the DNA claim will be accepted.

1.   Engineer On Site Time has been recorded outside of the agreed appointment slot.

2.   No evidence that End-Customers quoted contact number has been contacted.

3.   A confirmed location / description of the property is not present. (Photo evidence maybe available to support)

Rejection criteria:

If all these items are evident the DNA claim will be rejected.

1.   Engineer On Site Time has been recorded inside the agreed appointment slot.

2.   Evidence that End-Customers quoted contact number has been contacted.

3.   A confirmed location / description of the property is present. (Photo evidence maybe available to support)

To register a DNA claim:

Step 1 – To ensure the order or fault remains fluid, please reappoint with a future date as per appointment availability.

Step 2 -  Complete the online form by clicking here  

(NB Word doc is now retired as of 06/04/21 and will not be accepted)

Openreach accept / reject decision:

1.    Replies will be sent back via email to the originator.

2.   Record of the outcome of the DNA claim will also be viewable via HUD, Fault Tracker / View My Job

If you wish to dispute the first decision;

Step 1 – Fill out the DNA form here and tick “yes” in Q9

NB - Disputed rejections can be challenged, with justification, where they will be reviewed, and a final decision made.

FTTP Fibre Only Drop-Wire Provision Process (including exception for Copper Restoration)

Openreach will use Fibre Only Drop-Wires (FODW) for FTTP installation and where the CP places an order which indicates that there is no ongoing need for an active copper service (i.e. migration order), the Openreach engineer will remove the existing copper pair dropwire at the same time. 

At point of order CPs must confirm that the end customer does not have any equipment that will be incompatible with Voice over IP.  If the customer will need to retain copper then the CP should reflect this by placing a simple FTTP provision order and with no copper cease instruction.

On the day

The installation engineer will ask the end customer if they have any specific healthcare equipment that could be reliant on a working copper service (e.g. a pendant), if they do not, they will continue to install the FODW. If they DO have equipment that needs the copper line and if the CP order has provided an instruction to remove the copper drop-wire, then the FTTP installation will be stopped and the order returned to the CP as a Sales Query with notes referring to the healthcare equipment dependency.

If the engineer has any doubt about whether or not the existing copper drop-wire carries an active service, they will leave the copper dropwire in place to avoid any accidental disconnection.

If the engineer cannot provide service on the day the engineer will re-install a copper dropwire or obtain assistance to do so, to ensure the end customer does not have a total loss of service and to enable active copper service following any systems-driven retention or re-ordering of copper service as described in the Copper Restoration Process section below.

Copper Restoration Process

Restoring the copper alone will not guarantee service if a copper cease has been ordered.

The engineer will advise the end customer to contact their CP to either stop the cease (where the cease order has not yet been processed) on the copper service or re-order copper service.

To re-order a copper activation CPs should follow the Emergency Restoration of Copper (ERoC) process to arrange this and this is available for reference on the Openreach portal in the Customer Service Plan at:   https://www.openreach.co.uk/cpportal/help/customer-service-plans/llu/cpzone-emergency-restoration-of-copper-eroc

As part of the ERoC process, for swiftest service restoration this copper service re-start order can be expedited by the CP, using the existing expedite process. To ensure that your end customer has not been left without service the engineer will advise the end customer that they must contact the CP to inform them of the delay and the CP should ensure that if they have placed any related Stand Alone Number Port / Transfer, that they should also take action to delay the date of that to align with the FTTP KCI3 and the copper cease.

Detailed Fibre Only Dropwire (FODW) process in the document below

Restoration of Service (ROS) line taken over in error

Applicable products: WLR, LLU, FTTC, SOGEA

Summary: Process to prioritise restoration of service (ROS) when a CP identifies another working line has been taken out of service in error during a new line provide.

If a CP believes an Openreach engineer has ceased an existing working line to provide service during a new line provide installation (it could be same or different CP) should follow the process below.

To raise an ROS case into Openreach please complete this form: Restoration of New Line Provide (NLP) (openreach.co.uk).

You will need to supply:

•    Openreach Service ID (telephone number or ID) for the service taken out in error

•    Openreach Sellers ID (Siebel reference) for the new line provide which caused this issue

•    Postcode and a summary of the situation (other key information)

•    CP Contact name and email address

CPs must ensure they are correctly and accurately inputting key information within the form to speed up the process. If the form is not completed correctly the escalation will be delayed.

An automated email will be sent with the case reference number. The CP Escalations team will then process the request and will aim to respond within four working hours of receipt.

Escalation process is as per DSO – click here