Customer Service Plan

WLR3 - version 141

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If you cannot find the Gold Key that you require, please place your order using a Silver Key if it is available, or use a bronze key for an address that does not show up in the Address matching dialogue service. If you have difficulty placing an order against a Gold, Silver or Bronze key then please use the ORDI robot to have the problem corrected in the first instance.  Information about ORDI is held on the Customer IT Zone on the Openreach portal, including ORDI contacts (held in the Customer Service Management Catalogue).

https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides

When sending escalations to the Network Addressing Team, please ensure you’re adhering to the following

• Please allow 48 hours for the progression of any orders you send in via email. This will allow time for orders to be actioned.
• Please only email only once if the original request is over 48 hours old.
• All emails are dealt with in the order they arrive.
• Please do not duplicate emails within the 48 hour window. If you have already sent in the request, it will be actioned. 
• Please only escalate to Named contacts if your request falls outside of the above.