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WLR3 - version 141

Repair

Last updated: 05 September, 2024

WLR3 PSTN and ISDN2 Repair Service Management

WLR3 faults may be reported to Openreach CSM 24 hours a day, 7 days a week and 365 days a year (including UK Public / bank holidays)

In all cases prior to contact, the Communications Provider must check for updates on the relevant CP Portal. Contact to Customer Service Management (CSM) must only be made in the event that up to date notes are not available. If a satisfactory update cannot be provided by CSM, then please proceed to the appropriate escalation path as detailed below:

All enquiries can and will be dealt with by CSM either through the Openreach portal or by calling the CSM telephone number

PSTN General Enquiries

Level

Name

Opening hours

Contact details

First Contact for Queries / Issues

CSM

24/7

Mon-Sun

eChat (maximum of 1 query per session, except where orders are at the same premises) –

Tel: - 0800 783 3333 – suspended until further notice

Or preferred:

Use the Request for Contact button

To escalate PSTN General Enquiries, please use the below process

• Where Openreach has failed to meet a delivery commitment/Service Level Agreement and no update is available on the tracker, please contact the CSM number in the first instance. Where no update is available the CP can escalate the issue using the process below:

Name	Opening Hours	Details
Team leader	Mon-Fri 08:00-19:30 Sat: 08:00-18:00	If the Customer Service Advisor is unable to provide an update you should ask the Advisor to involve their Team Leader at this point so they can obtain further support.
First Level Escalation		Where Openreach have failed commitment or resolution timescales please use the link below. First contact routes MUST be followed or case will be rejected. https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a
Second Level Escalation		Please escalate using the link below if failed commitment at First level escalation. A manager will review and respond https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080808000c
Third-level escalation	Mon - Fri 08:00 – 16:00	Catherine Mills catherine.mills@openreach.co.uk

ISDN2 General Enquiries

Level	Name	Opening hours	Contact details
First Contact for Queries / Issues	CSM	Mon-Sun 0700--1930	0800 783 3333 Or preferred: Use the Request for Contact button on Fault Tracker to obtain a ticket reference then call
First Level Escalation		Mon-Fri 08 :00-18:00	Where Openreach have failed commitment or resolution timescales please use the link below. First contact routes MUST be followed or case will be rejected. https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a
Second Level Escalation			Please escalate using the link below if failed commitment at First level escalation. A manager will review and respond https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080808000c
Third-level escalation		Mon - Fri 08:00 – 16:00	Catherine Mills catherine.mills@openreach.co.uk

Out of hours ISDN2 and PSTN

Activity

OOH

Contact details

CSM

19:00 – 07:00

OOH FOR SERVICE MAINTENANCE LEVEL 3 AND 4

There is a national duty manager covering CSM between 18:00-08:00. If a fault requires second level escalation in this period please contact CSM on 0800 783 3333 and ask to speak to the duty manager.

Or preferred:

Use the Request for Contact button on Fault Tracker to obtain a ticket reference then call

Manual fault Raising

If you have not received a valid Openreach Reference Number, this can be due to data integrity errors which can often be resolved by using the ORDI tool. More information on the ORDI process can be found at:

http://www.openreach.co.uk/orpg/customerzone/ciz/home.do

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

On occasions when the EMP fault raising platform cannot be used due to planned or unplanned outages, system failures, or if requested to by CSM it is permissible to raise a manual fault request.

The completed proforma(s) should be attached to an email and sent to CSM at the address listed at the bottom of the proforma (auto populated when “Circuit Type” is selected). The fault requests will be validated and processed by CSM teams who will provide KCI updates via return email. Notice will be given by return email for any requests that fail validation.

Please note: - emails must contain single requests (one proforma) only; multiple fault requests can be made but will require an additional email for each fault request proforma.

WLR manual fault proforma October2022

Size: 37 KB

Escalation Level	Name	Opening Hours	Email
Initial Conact	Group Mailbox	Mon-Sat 0800-1800	wlr.assurance.emp@openreach.co.uk
1^st escalation point	Amit Jha Sushmita Kumari	Mon-Sat 0800-1800	amitkumar.jha@openreach.co.uk susmita.kumari@openreach.co.uk
2^nd escalation point	Aniket Ghosh	Mon-Sat 0800-1800	aniket.2.ghosh@openreach.co.uk
3^rd escalation point	Shikha Jalali	Mon-Sat 0800-1800	shikha.jalali@openreach.co.uk

If your request concerns an Emergency Welfare customer, and this is during an EMP planned / unplanned outage - please title your fault request “Emergency Welfare - Manual Fault Request”. This will ensure the request is prioritised above other lower priority faults.

WLR3 ISDN30 repair

Repair ISDN30
Level	Name	Opening Hours	Contact Details
Queries / Issues	CSM	07.00-19.30 Mon-Sun	Send amendment via EMP B2B clearly detailing your query or with further information on the fault.
First Level Escalation	Escalation team	07.00-19.30 Mon-Fri 08.00-19.30 Sat-Sun	Where Openreach have failed commitment or resolution timescales please use the link below. First contact routes MUST be followed or case will be rejected. https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a
Second Level Escalation			Please escalate using the link below if failed commitment at First level escalation. A manager will review and respond https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080808000c
Third-level escalation		Mon - Fri 08:00 – 16:00	Catherine Mills catherine.mills@openreach.co.uk

Out of Hours ISDN30 repair

Level	Name	Contact details	Notes
First Contact	Out of hours Control	0800 783 3333	N/A
1^st Escalation	National night duty manager	0131 317 1999	19:30– 07:00
2^nd Escalation	Paul Crocket	07918 084921	Senior Manager, Planning and Allocation
3^rd Escalation	Chris Andrews	07918700207	Senior Manager, Operational Planning & Field Dynamics