Select your product to see the specific
Customer Service Plan
Orders for UFFA and SFFA services should be placed via either Business to Business (B2B) Gateway or the Openreach portal.
Provision orders form part of the overall Service Fulfilment process.
Information relating to the UFFA and SFFA product ranges, including processes for placing, modifying and cancelling orders etc. can be accessed via the Openreach CP portal Please follow the instructions below:-
Access https://www.openreach.co.uk/cpportal/home
Running across the page are a set of tabs, click on ‘Products’
Under ‘Products’, select ‘Fibre Broadband’ followed by the product of choice
You are now in the Openreach public domain for the selected product option.
Order tracking via the HUD (Heads Up Display)
HUD is a self-service tool that lets you manage a provision order and view Engineering Notes and Customer Service Management (CSM) notes, relating to your orders without the need to call the Openreach CSM.
The latest information about the HUD including access arrangements can be found on the Openreach website, via My Dashboard https://www.openreach.co.uk/cpportal/home
All information on Expedites can now be found in section 13 of this document – click here
The following table lists useful points of contact and references in relation to your SFFA service.
Customer Service Management support is available 07:00-20:00 Monday to Friday /
08.00-18.00 Saturday (excluding Bank Holidays). Closed Sunday.
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CONTACT |
NOTES |
All Products |
Openreach website https://www.openreach.co.uk/cpportal/home
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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. |
All Products (excluding FOD) |
Openreach Provision Contact Tel 0800 783 3333 – open for FTTP only, other products suspended until further notice Preferred contact method: Use the ‘Request for Contact’ button on the HUD to obtain a ticket reference, then make the call eChat (Maximum of 1 query per session) Log in to the Openreach CP portal and click on the EiVA Logo in the bottom right hand corner of the Dashboard
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For validation purposes please have your order reference and End User address ready. N.B. Option 2 for Ultrafast and Superfast Fibre
(This eChat service is only available to Customers who buy their GEA-FTTC/SOGEA directly from Openreach)
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FOD |
For FOD provision - Pre 01/09/22 Applicable to orders placed before 01/09/22 or for orders post 01/09/22 prior to KCI2 being sent. FND Service Desk on 0800 917 6511 IVR: Speech-To-Text using the circuit ID is being introduced to validate your circuit, you will then be asked for the product department required (8-5 Monday – Friday) For FOD provision – Post 01/09/22 Applicable to orders placed on or after 01/09/22, where KCI2 has been sent. Contact your nominated Project Services coordinator. Contact details of your coordinator are emailed within 1 working day of KCI2 being sent. Please refer to the email for details .
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For validation purposes please have your order reference and End Customer address ready. |
All Products |
System support openreach.service.desk@openreach.co.uk Tel. 0800 085 1287 options vary |
Openreach systems allow you to place, track, manage orders and report End User faults online, speeding up provision and service delivery. System support includes Equivalence Management Platform (EMP) and Tactical repair systems |
Fibre Broadband Availability – Communications Provider
https://openreach.secure.force.com/form/?CPForm
This service allows CPs to raise enquiries with Openreach to provide information, for the purpose of assisting with raising orders, about when and where fibre network is deployed, including:
Non-FTTP: see Section 12 Network addressing
If you cannot find the Gold Key that you require, please place your order using a Silver Key if it is available, or use a bronze key for an address that does not show up in the Address matching dialogue service. If you have difficulty placing an order against a Gold, Silver or Bronze key then please use the ORDI robot to have the problem corrected in the first instance. Information about ORDI is held on the Customer IT Zone on the Openreach portal, including ORDI contacts (held in the Customer Service Management Catalogue).
https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides
Navigate through the form to select the appropriate enquiry type.
First point of contact |
https://openreach.secure.force.com/form/?CPForm | |
1st line escalation |
Use if no response within 5 days of case creation or if KCI date has been missed by 24 hours (1 working day). CHECK eMLC for records updates before escalating. Your subject field MUST have our case reference at the start and state LEVEL 1 Subject field e.g. “QIS123456 – LEVEL 1” Please note not including the above information of failing to use the correct email address may result in a delayed or no reply |
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2nd line escalation |
Use if no response to LEVEL 1 within 24 working hours (1 working day) CHECK eMLC for records updates before escalating Your email MUST include your previous LEVEL 1 email in the body Your subject field MUST have our case reference at the start and state LEVEL 2 Subject field e.g. “QIS123456 – LEVEL 2” |
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3rd line escalation |
Use if no response to LEVEL 2- after 24 hours CHECK eMLC for updates before escalating. Your email MUST include your previous LEVEL 1&2 emails in the body Subject field e.g. “QIS123456 – LEVEL 3” Please note not including the above information or failing to use the correct email address may result in a delayed or no reply |
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https://openreach.secure.force.com/form/?NewsitesCPForm
This is when you believe the plot, house or commercial premises should be occupied and you have a move-in date for your end customer which must be within the next 4 weeks.
The address is matched (gold key) and eMLC shows ‘N’ to any of the fibre availability statements and you are unable to place an order because:
• Network build incomplete
• The address has not been called off/commissioned
• eMLC shows ‘N’ (but address has FTTP installed)
• ONT serial number is mismatched
Please see the escalation route if you haven’t received a response to your enquiry within 5 working days. Please check the records in eMLC for any updates before you escalate
FTTP new sites (Greenfield) ready for service – RFS
This is where the address matching tool displays the correct gold NAD key and…
EMLC shows ‘Y’ for FTTP Existing ONT available and gives you the correct serial number
Please see the escalation route if you haven’t received a response to your enquiry within 5 working days. Please check records in eMLC for any updates before you escalate
First point of contact |
https://openreach.secure.force.com/form/?NewsitesCPForm
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1st level escalation |
Use if no response within 5 days from case creation or if KCI date has been missed by 24 hours (1 working day) CHECK eMLC for records updates before escalating.
Your subject field MUST have our case reference at the start and state LEVEL 1 Subject field e.g. “QIS123456 – LEVEL 1” Please note not including the above information or failing to use the correct email address may result in a delayed or no reply |
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2nd level escalation |
Use if no response to LEVEL 1 after 24 hours (1 working day)
CHECK eMLC for records updates before escalating.
Your email MUST include your previous LEVEL 1 email in the body Your subject field MUST have our case reference at the start and state LEVEL 2 Subject field e.g. “QIS123456 - – LEVEL 2” Please note not including the above information or failing to use the correct email address may result in a delayed or no reply |
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3rd level escalation |
Use if no response to LEVEL 2 after 24 hours (1 working day) CHECK eMLC for records updates before escalating Your subject field MUST have our case reference at the start and state LEVEL 3 Subject field e.g. QIS123456 - LEVEL 3 Please note not including the above information or failing to use the correct email address may result in a delayed or no reply
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https://openreach.secure.force.com/form/?NewsitesCPForm
This form is to be used to provide an update on an existing Preorder, Openreach will have contacted you to ask for further information.
In order to have an escalation accepted it must meet the following criteria
This is when you believe the plot, house or commercial premises should be occupied and you have a move-in date for your end customer which must be within the next 4 weeks.
The address is matched (gold key) and eMLC shows ‘P’
The CRD has passed and you haven’t received an update from your supplier.
Please check the records in eMLC for any updates before you escalate
First point of contact |
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Form to provide updates on a Preorder when Openreach has contacted the CP and requested further information https://openreach.secure.force.com/form/?NewsitesCPForm
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1st level escalation |
CHECK eMLC and HUD for records updates before escalating.
Use if pre-order raised, CRD missed and no/incomplete update from your supplier or
Your subject field MUST have the NAD key reference and state LEVEL 1 Subject field e.g. “NADxxxxxxxx– LEVEL 1” Please note not including the above information or failing to use the correct email address may result in a delayed or no reply |
If your escalation is raised before 2pm you will receive a response by 6pm (same day). Any escalations raised after 2pm will be responded to before 2pm the following day. (Opening hours are Monday to Friday 9am-5pm) |
2nd level escalation |
CHECK eMLC and HUD for records updates before escalating.
Use if no response to LEVEL 1 within timescales given Your subject field MUST have your suppliers order reference and state LEVEL 2 Subject field e.g. “NADxxxxxxxx– LEVEL 2” Please note not including the above information or failing to use the correct email address may result in a delayed or no reply |
We will respond within 4 working hours. (Opening hours are Monday to Friday 9am-5pm) |
3rd level escalation |
CHECK eMLC and HUD for records updates before escalating
Use if no response to LEVEL 2 within timescales Your subject field MUST have your suppliers order reference and state LEVEL 3 Subject field e.g. “NADxxxxxxx– LEVEL 3” Please note not including the above information or failing to use the correct email address may result in a delayed or no reply
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We will respond within 2 working hours. (Opening hours are Monday to Friday 9am-5pm) |
4th level escalation |
0800 328 7156 |
– If level 3 not responded to within timescale advised giving contact number – 0800 328 7156 – available 09:00 – 17:00 Monday – Friday One of the escalation team will be available to take the call.
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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 drop-wire 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.
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 drop-wire 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
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/wlr/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 Drop-wire process and copper restoration exception is covered in the document below.
Excludes Northern Ireland
Process Outline: DNA is a service to improve the appointment date following an Openreach engineer delaying an appointment as “No Access” and the end customer disputes that an Openreach 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
N.B. – The old process is still available here but this form will be retired date TBC
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 Order Tracker/ Fault Tracker / View My Job.
If you wish to dispute the first decision;
Step 1 – Fill out the DNA form and tick “yes” in Q9
NB - Disputed rejections can be challenged, with justification, where they will be reviewed, and a final decision made.
Escalation Level |
Name |
Opening Hours |
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Initial contact |
Group email |
Mon-Sat 0800-1800 |
disputed.no.access@openreach.co.uk |
1st Escalation (Team Leader) |
Supriya Sinha |
Mon-Sat 0800-1800 |
supriya.2.sinha@openreach.co.uk |
2nd Escalation (Asst. Manager) |
Shashikant Chunkhare |
Mon-Sat 0800-1800 |
shashikant.chunkhare@openreach.co.uk |
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:
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 Escalation” – Click Here
Products: WLR3, PSTN, ISDN2, ISDN30, LLU MPF 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:
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
Failure to complete the correct fields will lead to a delayed response or rejection of your submitted issue.
If you are unhappy with the way your case is being handled or progressed please use the following escalation path.
Escalation Level |
Name |
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First Level – Customer Service Manager |
Spirit Manager |
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Second Level – Senior Customer Service Manager |
Zahid Afzal |
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Third Level – General Manager Customer Service |
Daniel Corker |