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Customer Service Plan
Communications Providers can contact the number portability team for porting dates or enquires about moving from one CP to another.
Geographic Single line helpdesk works from (08:00 - 20:00) (Monday - Saturday) and Multi-line from (08:00 -18:00) (Monday – Friday).
Level |
Name |
Geographic Single Line Contact Details |
Notes |
Generic number portability team
|
Single Line |
|
This is for order entry of NPOR’S into Openreach. |
Single Line Helpdesk
|
1st level |
eChat (maximum of 1 query per session, except where orders are at the same premises) - Log in to the Openreach portal and click on the EiVA Logo in the bottom right hand corner of the Dashboard page
Tel: 0800 783 3333 – suspended until further notice Or preferred: Use the Request for Contact button on View My Job/Order Tracker to obtain a ticket reference then call |
This is the first contact point for any general enquiries or questions with regards to an order
|
Single Line escalations
|
2nd level – Escalation inbox
|
|
Where Openreach have failed their commitment and 1st Level have been unable to resolve. 4 hour response time. This must have Single Line in the subject title.
|
First Line Manager
|
3rd Level |
Subhajit Karmakar subhajit.karmakar@openreach.co.uk
|
Email audit trail required to show escalation path utilised so far.
|
Senior operations manager
|
4th level |
Amrik Singh |
Email audit trail required to show escalation path utilised so far.
|
Level |
Name |
Geographic Multi Line Contact Details |
Notes |
Generic number portability team
|
Multi Line |
|
This is for order entry of NPOR’S into Openreach. |
Multi Line Helpdesk
|
1st level |
eChat: (maximum of 1 query per session, except where orders are at the same premises) - Log in to the Openreach portal and click on the EiVA Logo in the bottom right hand corner of the Dashboard page
Tel: 0800 783 3333 for Day of Port / Number Releasing – suspended until further notice 0800 783 3333 for General Multi Line enquiries – suspended until further notice Or preferred: Use the Request for Contact button on View My Job/Order Tracker to obtain a ticket reference then call |
This is the first contact point for any general enquiries or questions with regards to an order
|
Multi Line escalations
|
2nd level – Escalation inbox
|
|
Where Openreach have failed their commitment and 1st Level have been unable to resolve. 4 hour response time.
Highlight the below in a subject title for priority: · Loss Of service · EMR · Blue Light · Restoration of Service
|
First Line Manager
|
3rd Level |
Subhajit Karmakar |
Email audit trail required to show escalation path utilised so far. |
Senior operations manager |
4th level |
Rebecca Jones |
Email audit trail required to show escalation path utilised so far. |