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Customer Service Plan
As migrations to fibre increase, certain edge cases will occur where an urgent migration back to copper is required.
ERoC is specifically aimed at those extreme circumstances where even after all the pre-sale checks CPs preform, and the Openreach field engineer confirmation (if applicable), a case where a Critical/Chronic Health support device is identified as being incompatible with All IP after the provision is complete.
Please note the only support that ERoC provides CPs is expediting the provision of the copper order.
Before using this process, CPs must ensure that the case meets the criteria. This is particularly important as parts of the process utilise tools that have limited/controlled usage across industry which gets reported to Ofcom.
For a case to be eligible for ERoC:
1. The order must be a copper only order.
2. The copper order must be submitted by the CP who was providing the IP product.
3. The copper order must be submitted within 14 calendar days of the date of the provision of the IP product.
4. The impacted device must be one that is being used for a Critical/Chronic Health support dependency (e.g. remote patient surveillance, remote dialysis machine control/surveillance)
5. The CP must have first made attempts to resolve the incompatibility issues before opting to use this process.
IP (starting) product - FTTP or SOGEA/SOGFast
Copper (end) product – WLR3 (single line) or MPF
Depending on the starting IP product there are different provision journeys that must be used as part of the ERoC process, and they are as follows:
Line Type: Order Journey
SOGEA: Working line take over
SOGEA (Provisioned with a Managed Install): Working line takeover with additional site visit reason to replace SOGEA faceplate.
CPs must complete and submit the following formwize on the same day as the copper order, for every case after submitting the provision job:
https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080b0d0c08
If the order journey used (following the advice in the Submitting the appropriate provision order journey section above) gives a lead time that isn’t suitable for the urgency of the situation, then an expedite should be raised (as covered in WLR3 Expedite Options section of this document).
If an expedite still doesn’t provide a lead time suitable for the urgency of the situation, then the case can be raised to the escalations team. A case sent to the escalations team will only get accepted if the following applies:
1. The case must meet the criteria flagged in the Criteria section above and must only involve applicable products (see Applicable Products).
2. An ERoC formwize must have been completed and submitted for this case, on the same day as the copper order (see Reporting Usage of ERoC).
3. A paid expedite must have been raised for this provision.
If the above does apply, then the following formwize needs to be used to escalate the provision job (ensuring you select “Emergency Restoration of Copper” as the reason): https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a
If maintaining the number is necessary for the functioning of the device, related to the Critical/Chronic Health support dependency, then the number porting can be done expeditiously using the ‘emergency restorations’ number porting process as covered in the “geographic number portability (gnp) end to end process manual”.