Customer Service Plan

MiiS - version 1.3

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If we have planned works on a MiiS site eg. Pole change out – the signal will need to be switched off.  Openreach will ring ahead to the CP Service Centre to stop raising alarms at the site.  Further detail on this process can be found in the MiiS Process Description document.

Planned Work/Service Outage

Openreach aims to minimise the impact of PEW by providing a managed process that governs and communicates advanced notification of PEW affecting or potentially affecting the operational capabilities of CPs with a point of presence in a OPENREACH exchange.

Where a PEW is planned that may result in a disruption to a CP service, Openreach will endeavour to give 14 days prior notice. This is to allow CPs time to limit any impact on their own operations and to provide time to advise their End Users. All standard Openreach Planned Engineering Works which are likely to have an impact on CP Service will, where possible, be completed between midnight and 07:30.

On occasions we do have to perform emergency work and in such cases Openreach will endeavour to give as much prior notice as possible prior to the start of the PEW. Openreach will not provide any notifications of routine maintenance work.

The PEW notification will provide CPs with the following PEW details:

• The location.

• The start date and time.

• The end date and time. 

• The products affected e.g. MiiS, Backhaul and Power.

• A brief description of the work to be completed.  

Where the planned dates and time of a PEW window may not be at a convenient time CPs should raise the concern via the objections section provided within the PEW notice document. If the standard PEW affects a single CP we may contact you directly to try and agree a suitably convenient time. Where more than one CP is affected by the PEW we will endeavour to provide at least 14 days notification, informing them of the date, time and outage.

Openreach PEW Duty contact details:

All planned work enquiries, objections and escalations should be made by contacting the MiiS PM team.