Select your product to see the specific
Customer Service Plan
Orders for MiiS should be placed via the relevant order forms listed below. Provision orders form part of the overall Service Fulfilment process.
Information relating to the MiiS product, including processes for placing, modifying, cancelling orders etc can be accessed via the Openreach Portal.
MiiS Survey Order
MiiS Install Order
MiiS Site Cancel
MiiS Site Cease
MiiS Site Modify
Project Management (PM) Team support is available via email. Hours of support are: 0800-1600 Monday-Friday (excl bank hols). See Section 2.1 below for details.
During the L2C process regular KCI updates are provided. These can be found in the MiiS Process Description document.
The following table lists useful points of contact and references in relation to your MiiS service
|
CONTACT |
NOTES |
MiiS |
Openreach Website |
Updated news, briefings and information on all Openreach products and services including; Pricing, Terms and Conditions, Availability checker and dialogue services (DS). Further information in relation to contacts listed below. |
|
Email point of contact for MiiS provision orders and enquiries: mobile.infill.pm@openreach.co.uk For validation purposes please provide your MiiS site id in correspondence. |
|
System Support openreach.service.desk@openreach.co.uk Tel. 0800 085 1287 options vary |
System support for Openreach Portal |
In situations where Openreach has failed to meet a delivery commitment to a CP on fulfilment of a MiiS order, then the issue may be escalated internally within Openreach by contacting the PM team in the first instance. Please see contacts listed below:
Level |
Name |
Responsibility |
Telephone |
E-Mail Address |
First Contact for queries or issues |
Team Member |
Programme Management Team |
|
|
1st Escalation |
Jason Carrington |
Radio Planning Manager |
07484 531158 |
|
2nd Escalation |
Emma Oakes |
Senior Operations Manager |
07423 467497 |
A provision escalation will be accepted in the following situations:-
Where Openreach has made an error in the processing of an order and there is an associated delay and this delay directly impacts on the estimated order delivery date. The estimated order delivery dates can be found in the contract.
An escalation will not be accepted if:
MBORC applies
A 3rd party is responsible eg. Power outages
Where the estimated delivery date has not expired