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Customer Service Plan
Fault reports for Ultrafast and Superfast GEA Fibre Access services will be handled by the Openreach CSM. The method of fault reporting is via either B2B Gateway or the Openreach portal. Faults may be reported to us 24 hours a day, 7 days a week and 365 days a year (including UK Public / Bank Holidays).
In the event of your chosen Openreach repair interface being unavailable please use the email as shown below initially for enhanced care faults only, depending on the length of the outage this would also extend to standard care faults at the request of the CSM.
We need you to check with your end customer that the issue is not with their equipment and for you to check that it doesn’t lie with your own equipment. The Raising and Managing a Fault Best Practice Guide available here explains what we need you to do to enable a fault to progress. For further information and guidance for placing Ultrafast and Superfast GEA Fibre Access faults please refer to the GEA over FTTC (VDSL and Gfast), SOGEA and GEA-FTTP product manuals – accessed via https://www.openreach.co.uk/cpportal/home(All fault reports relating to the Wholesale Line Rental (WLR) service on the shared line should be submitted to their CP by the End User).
Fault Tracker is a self-service tool that lets you view Engineering Notes and Customer Service Management (CSM) notes, relating to your orders without the need to call the Openreach CSM.
The Fault Tracker List View shows all open faults and faults that were closed within the previous 14 days. It also shows any faults that have been tagged for archive by Openreach – these archived faults will be those with associated with TRC and GEA Fibre Access Remote or Visit Assure charges and they will be held at least until the next billing cycle has finished. The list of faults is refreshed regularly.
Customer Service Management support is available: 07.00-22:00 Monday to Friday /
08:00-19:00 Saturday / 07:00-18:00 Sunday
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CONTACT |
NOTES |
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Openreach repair for NGA products Please report faults using EMP portal |
Any faults should be reported via your chosen Openreach repair process initially. Progress of open faults should be monitored via Fault Tracker. |
GEA-FTTC |
Openreach repair contacts GEA-FTTC SOGEA Tel. 0800 783 3333 – suspended until further notice Preferred method: Use the request for Contact button on View my job or Order Tracker to obtain ticket reference then call eChat (Maximum of 1 query per session) Log in to the Openreach portal and click on the EiVA Logo in the bottom right hand corner of the Dashboard page |
Point of contact for all Openreach end user fault reporting and fault enquiries – all faults must be placed via your chosen Openreach repair process initially.
For GEA-FTTP contacts, please continue to use the existing mailbox but note GEA-FTTP in the ‘Subject Field’ |
Fault out of SLA and ERT – no update received or require urgent fault resolution
• Where a fault is out of SLA and has passed its ERT, and there is no up to date relevant note on the Fault Tracker.
A valid escalation is NOT:
• A query about a protracted lead time on an initial appointment
• When MBORC applies
Openreach missed a booked appointment
• Where we have missed an appointment we’ll try to book another appointment with the end user. If we’re unable to contact the end user, we’ll book the next available appointment and let you know. If the end user is not happy with the new appointment and the appointment is not by the end of the next working day.
A valid escalation is NOT:
• When MBORC applies
Protracted repair
• Where a fault is outstanding due to scheduled engineering work, and is beyond its estimated completion date, for example second stage repair or ASG involvement.
Multiple repeat faults
• When the same fault has been reported multiple times, i.e. following the closure of 2 fault reports a further fault is raised within a 28 day period (for example 3 faults have been raised within 28 days). This is applicable to FTTC1 reports and not FTTC3.
Service affecting hazard
• If a CP believes an end user’s property has been left in an unsatisfactory condition following fault resolution, and the fault is still open.