Customer Service Plan

Ultrafast and Superfast Fibre Access - version 8.40

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Our Expedite Service is there to support CPs in bringing forward the appointed date on an order, which may or may not be shorter than standard lead times. An order can be expedited to an earlier date including inside the minimum lead time provided the resource is available. 

Openreach aims to fulfil the CP required date, but there is no guarantee that specific dates will be available.

In scope 

The Expedite service will cover the following scenarios only:

Products:

WLR3 PSTN with GEA-FTTC/Gfast SIM2, FTTP

Excludes FOD

Order types:

• appointed and non-appointed 

• new provide 

• starting a stopped line 

The expedite process can be used once orders are fluid, i.e. the CP must have received KCI2 and the orders cannot have any outstanding planning activities or other line plant delays.

Where the order involves a change of CP, the statutory 10 working day lead time will always apply.  Expedite requests in this scenario will not be accepted as this lead time cannot be reduced

Expedites apply to Provision orders only (GEA-FTTC and GEA-FTTP and Single Order).

Expedites must be requested via the Equivalence Management Platform (EMP) or the CP Portal.

Order Types Excluded from this Process

Managed Cease

·         Modify orders GEA-FTTC VDSL

·         Modify orders SOGEA VDSL

·         (FOD)

Expedite validation rules

·         Orders with Line plant and De-DACS (digital access and cross-connect system) issues cannot be considered for an Expedite request.

·         Only one amend request can be progressed at any one time, i.e. if an amend request is already pending or in progress then any new request will be rejected.

·         The Customer Service Management (CSM) team will reserve the appointment using the OR Portal, as part of the expedite process.

·         CSM will check for any open order rules manually. If any conflicting orders are open then necessary actions will be taken to progress or reject the request.

·         It won’t be possible to place an Expedite request if a tentative (future) appointment is present. The CP will have to confirm the new appointment before an Expedite request can be placed.

·         If the expedited date cannot be met (due to no available resource), an alternative date will be agreed with the CP. If a date can’t be agreed the expedite request will be rejected and the existing appointment will stand.

·         GEA-FTTP KCI2 Assure orders can only be expedited if there has been an Openreach failure in the order journey and the 1^st stage has been completed.  

Openreach CSM process

The CSM will validate the request and check for resource availability. Once resource has been reserved, CSM will make the necessary changes to the appointment.

Providing updates

Where an expedite request has been successful and the appointment date changed, Openreach will send a revised KCI2 against the order. The CSM or Director’s Service Office (DSO) will be responsible for providing updates back to the nominated CP contact.

The expedite process 

• CPs will need to complete a pro-forma and submit it into the Openreach CSM team, where a check will take place to ensure the order criteria and status is met 

• A revised KCI2 will go back to the CP with the new date (or confirming the original appointment if an unsuccessful expedite) 

The pro-forma is available below.  No xml consumption is required to use this service, so there will be no system changes for CPs.

Escalation of Expedite

If there is more than 24 hours delay in receiving a response from the Expedite Request team. Please follow the escalation path below:

WLR PSTN GEA-FTTC Sim Provide Expedite Request pro-forma: 

https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d040f080a0f

Pricing 

    •     Charges are available via Openreach Price List: here https://www.openreach.co.uk/cpportal/products/pricing.

If there is more than one expedite involved, a charge will be raised for each order. 

    •     Charges will be raised if the order is delivered successfully on any of the dates provided and if the end user action prevented access on one of these days.