Customer Service Plan

LLU - version 108

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LLU Fault Reporting Process

CP fault reports for Metallic Path Facility and Shared Metallic Path Facility and Broadband Enabling Technology will be handled by the Openreach Assurance Service Management Centre. The method of fault reporting is via either B2B Gateway or the Openreach portal.

For MPF, Openreach will require CPs to provide information to demonstrate that the fault lies within the Openreach network. It is the CPs responsibility to prove a fault off their network before raising a fault with Openreach. All faults will be submitted to Openreach by the CP.

Individual fault reports must be raised where the original delivery was dealt with as a multiple MPF project managed installation. Standard criteria for fault reporting will apply

For SMPF and Broadband Enabling Technology, all fault reports relating to the high bandwidth portion of a Shared MPF will be submitted to Openreach by the CP.  Openreach will not accept any fault reports from an End User for this portion of the line. All fault reports relating to the PSTN service on the shared line will be submitted to their Communications Provider by the End User.

To access information / guidance with placing MPF / SMPF faults:-

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. For additional information you may access the LLU Secure Area, using your log in details.

Access Locate and LLU Service Assurance

Faults may be reported to Openreach CSM 24 hours a day, 7 days a week and 365 days a year (including UK Public / Bank Holidays). 

If further assistance is required please contact CSM who will validate the request and give assistance 

Non Appointable Locations 

There are some localities where appointment books are not available, e.g. Highlands and Islands.  If you have a requirement to report a fault where appointments are required in this scenario then please complete the Manual Fault process template below.

Manual Fault Raising

If you have not received a valid Openreach Reference Number, this can be due to data integrity errors which can often be resolved by using the ORDI tool. More information on the ORDI process can be found at:

https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides

On occasions when the EMP fault raising platform cannot be used due to planned or unplanned outages, system failures, or if requested to by CSM it is permissible to raise a manual fault request. 

The completed proforma(s) should be attached to an email and sent to CSM address listed at the bottom of the proforma (auto populated when “Circuit Type” is selected.)The fault requests will be validated and processed by CSM teams who will provide KCI updates via return email.  Notice will be given by return email for any requests that fail validation.

Please note: - emails must contain single requests (one proforma) only; multiple fault requests can be made but will require an additional email for each fault request proforma.

If your request concerns an Emergency Welfare customer, and this is during an EMP planned / unplanned outage - please title your fault request “Emergency Welfare - Manual Fault Request”. This will ensure the request is prioritised above other lower priority faults. 

Hostel Power Maintenance Problems

CP fault reports for Hostel Power Issues should be reported via the stated 0800 Assurance number listed within the Access Locate and LLU CSP. Communication Providers must prove all Hostel Power issues onto the BT Network prior to reporting a fault.

On receipt of a proven BT Network Power fault, Openreach will require the following information

• The address of the exchange affected – Battersea etc, with road name or similar to confirm location

• The location of the hostel in relation to the main access to the building

• Access to the hostel if applicable

• Contact details for the Communications Provider

• Information as to the exact nature of the fault, needs to be factual, accurate and relevant

• Contact details for the CP engineer who proved the fault so that co-operation can take place

• Location of power units within the hostel if known

• Information relating to item of kit affected, fuse size etc.

Building Maintenance Problems

CP fault reports for Hostel Building maintenance Issues should be reported to BTFS Building services via 0800 223 388.

On receipt of a building maintenance problem, BTFS will require the following information

• The address of the exchange affected – Battersea etc, with road name or similar to confirm location

• The location of the problem – door to hostel jammed etc.

• Contact details for the Communications Provider

• Information as to the exact nature of the problem, needs to be factual, accurate and relevant

• Contact details for the CP engineer who identified the problem so that co-operation can take place

• If a maintenance problem is proved by Openreach to be the fault of the Communications Provider, then an abortive visit charge will be raised in line with the current Openreach price list.  

Escalations - Hostel Power & Building Maintenance Problems

There is no escalation process for either hostel power or building maintenance issues, and resource is supplied on a reasonable endeavours basis by Openreach. Updates for reported issues will only be given by calling the 0800 number given above.

Point of Presence reporting 

The Openreach Access Locate and LLU Repair PoP support team will record and manage each CP reported PoP fault. It will provide the caller with a unique Openreach fault ID reference number when the fault is reported. The PoP support team will liaise with the internal supplier(s) responsible for the investigation and resolution of each fault type and faults will be tracked through to closure. A record of reported faults and the action taken to resolve them will be held against each PoP over its operational life. Each reported fault will be assigned the relevant fault category (A, B, C or D) as per the definitions within the RANF. This will ensure focus on meeting the relevant SLA target clearance time which begins from the moment the fault ID reference number is generated.

Access Locate and LLU PoP faults comprise:-

• Power faults/damage – AC mains feed, isolation switch, power socket, BT maintained DC, BT maintained AC UPS, environmental temperature range to ETS 300 019 climatogram, product lighting, electricity sub-metering.

• Site physicals and condition – e.g. safety hazards, building fabric, water ingress, actions of individuals, signage, welfare facilities, waste/cleanliness.

Note: Physical access security issues must still be raised with BT Security on 0800 321999 in the first instance. However, should the response not prove satisfactory then this may be reported to the Access Locate and LLU Repair Service Management Centre PoP support team on 0800 085 0642 option 1.

• Damage to an LLU PoP structure – including damaged or missing labelling. 

• Hazards presented by any equipment located within or on an PoP.

• Tie Cables – physical damage and/or multiple faulty pairs, labelling issues, HDF/MDF damage.

• PoP installation operability and quality of cabling and associated items. Note: Ethernet circuit failures should continue to be reported in the first instance to the Ethernet Repair team on 0800 028 2268.

Access Locate and LLU Repair Contacts

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

MPF and SMPF Repair Contacts

All enquires, with the exception of Repeats, can and will be dealt with by CSM either through the Openreach portal, or by calling the CSM telephone number

In all cases prior to contact, 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 CSM, then please proceed to the appropriate escalation path as detailed below:

Repair Escalation Contacts

Where Openreach has failed to meet a delivery commitment/Service Level Agreement and no update is available on the tracker, please contact 0800 7833333 in the first instance or alternatively use the request for contact button on Fault Tracker to obtain ticket reference then call 0800 0323032. – suspended until further notice . Where no update is available the CP can escalate the issue using the process below: 

SLU Repair Contacts/Escalation

Out of hours MPF and SMPF process

Service Levels 

CPs will be able to report faults 24 hours a day, 7 days a week, 365 days a year (including UK Public and Bank Holidays).

Service Maintenance Levels 2, 3 and 4 are available and it is possible to change the Service Maintenance Level. For further details on the Service Maintenance level please see the “MPF Product Description” and “SMPF Product Description” at www.openreach.co.uk/mpfsmpfpd

Best Practises 

LLU Repair (ASSURANCE)

It is imperative that all faults reported to Openreach have the correct and required information to allow for prompt resolution. Inaccurate information may lead to delays for both yourself and your End User.

General Fault Reception

In order to ensure that Openreach are able to maximise the benefits that Production Management brings to the management of EU faults it is essential that the following practices are adhered to.

Structured Questions

It is essential that the structured questions are followed

In particular attention should be paid to the following critical pieces of information:

• Please ensure that the End User disconnects all known equipment from the NTE

• Please ensure that the End User takes down the firewall or gives accurate contact details to allow Openreach to co-operate with the End User direct to take the firewall down, with preferred times etc.

• Site access times – in case an engineering visit is required

• Always provide robust End User contact details with alternative options if relevant

• Clear, concise and full details of the fault conditions – the most powerful diagnostic tool we have in repair is the detail that the End User is able to provide. Please ensure the results of any diagnostics undertaken are logged.  

Please note if any of the above is not available to Openreach we will be unable to validate the fault and it may be subject to delay in restoration of service

Repeat Faults

On receipt of a fault please ensure that the End User is asked the question as to whether there has been a fault reported on the circuit within the last 28 days. If it has please determine whether the circuit has

• Failed retest

• Repeated with the original fault conditions

• Repeated with differing fault conditions to the original

This information will help Openreach to resolve issues with repeat faults more effectively whilst helping with future root cause analysis.