Your first port of call is View My Job or the Order Tracker. If you need something more after this, then please Chat with EiVA or call as below
Your first port of call is Fault Tracker. If you need something more after this, then please Chat with EiVA or call as below
View My Job, Order and fault trackers have all the information you should need about your orders and faults with Openreach. So that's where you need to go to get all the detail.
If you've got an existing case, check for the latest updates here.
On the rare occasion you need more and specific info you can Chat with EiVA (Monday to Saturday, 8am - 6pm and sunday 10am - 4pm)with your questions and we'll help straight away. Or you can fill in this form and we'll come back to you within 7 working days. But if the information is already on the above systems for you, we'll point you back there so make sure you check them fully first.
If your customer is reporting an issue with their overhead or underground cable within the boundary of their property, you should report this as a damage fault through your usual process. Openreach will not attend unless you book it for us in these situations.
For anything outside your customer’s boundary or if the issue relates to a pole or cabinet, your customer should use our Eiva chat option here or call 0800 023 2023 options 1 then 1, 24/7. We need to know about something that's unsafe ASAP so please report straight away.
We do all we can to avoid damage when we work but if it does happen, either you or advise your customer to email their details (name, address, contact number, email address) and a description of what’s happened (date, time, description of damage, photographs) to BTPLClaims@dwf.law The public liability teams will then send out a claims pack within 48 hours and deal directly with the customer to fix things.
This is something you have to arrange and agree with your customer if they want compensation after a service issue or delay. Even if Openreach have caused the issue or delay.
Why? Openreach has Service Level Guarantees with you (our CP) where we automatically pay you if we cause an issue or delay. So anything your customer is asking for is for you to agree with them independently of Openreach.
This is something you need to resolve with your customer if they raise a billing dispute after you've billed them. But if Openreach have charged you (our CP) for something you want to dispute you can find full details of what to do here.
This work is fully chargeable including an upfront Survey fee payable by the customer. So direct them to our Infrastructure Solutions team on 0800 783 2023. More info is available at www.openreach.co.uk/alteringournetwork
We never like to hear this but we're here to help. If you've got an existing case, check for the latest updates here. If it's about the quality of our work, how we've spoken to you or your customer or our parking or driving you can Chat with EiVA (Monday to Saturday, 8am - 6pm and sunday 10am - 4pm) and we'll help straight away.
Report this through the Customer IT Zone. This will be on the "My Dashboard" section of your Openreach Portal account. You'll need to be signed in to see this. The Customer IT Zone can also be accessed here.
Generic Risk Assessment Method Statement (GRAMS) - These are generic documents that cover the work a customer can expect from us. They're free to pass onto your customer and can be downloaded here.
Site Specific Risk Assessment Method Statement (SSRAMS) - These are prepared bespoke for your customer. Here's some things to think about before requesting
Ready to request SSRAMS? Then raise a case here.
Getting updates on existing SSRAMS cases
All case updates are published on View My Job or Fault Tracker. On the rare occasion you need more and specific information you can Chat with EiVA (Monday to Saturday. 8am - 6pm and sunday 8am - 5pm) and we'll help straight