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Customer Service Plan
Please contact a member of your Business Support Team or Sales and Relationship Manager to ascertain your billing contact. Alternatively, please contact billing direct, as detailed below. You will be notified of the appropriate billing contact that will be able to deal with your query / issue
Tel: 0800 592 141
Email: openreach.billing@openreach.co.uk
Availability: Monday - Friday 9:00am to 5:00pm excluding UK and public holidays.
Any CP enquiries relating to Time Related Charges (TRC), Special Fault Investigation (SFI) or Abortive Visit Charging (AVC) information arising from KCI3, Fault tracker or My Project space notes should be submitted on the template which can be downloaded from the Openreach portal. Please log in and choose Help & support, Guides, Documents, and select the Billing Guides section. The template to download is “Customer dispute query template v11”.
Disputes regarding billed TRC, SFI or AVC charges must be referred to your billing team as detailed above
As per the briefing “GEN049/15 Improved Template for Charging Investigation Unit and Provisions” dated 02/06/15 (–(available in archived briefings) – all billing disputes must be raised using the dispute template. Any disputes sent in an alternative format from this date will be rejected by the Openreach Managed Enquiries Team.
Openreach Query Reference Coding- CPD or PRV (Openreach Billing Query Reference)
• Please send your query to openreach.billing@openreach.co.uk
• We will send you a query reference number within 2 working days
• We aim to provide you with a full query resolution within 15 working days
We may take longer than 15 working days to help if your query is more complex.
In cases where a response for further information is requested, and/or confirmation that your dispute has been resolved, is not received within 5 working days from request, your dispute will be auto-closed.
Billing Escalation contacts
For a billing escalation, you must have disputed the original dispute three times with the Openreach Managed Enquires Team at the email account quoted above before you can then raise as an escalation.
If you feel the dispute has not been investigated correctly after following the above process, please email orbilling.escalations@openreach.co.uk along with all of your supporting evidence as to why this is an escalation.
Your escalation email must contain the following information in the subject field and include the email audit trail of your original billing disputes:
Dispute reference (s) |
e.g. PRV01234 / CPD54321 (please quote all 3 references) |
Stage of Escalation |
The Stage of Escalation refers to how many times your dispute has been escalated, i.e. if the resolution from the 1st Escalation is not satisfactory, please re-raise to the same escalation email account but now state 2nd Escalation. e.g. 1st Escalation, 2nd Escalation, 3rd Escalation, 4th Escalation |
Affected Product |
e.g WLR, LLU |
Example of subject heading: PRV01234/CPD54321 – 2nd Escalation - WLR