Customer Service Plan

WLR3 - version 141

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Our Expedite Services are there to support CPs in bringing forward the appointed date on an order, which may or may not be shorter than standard lead times. An order can be expedited to an earlier date including inside the minimum lead time provided the resource is available.

•  The expedite process can be used once orders are fluid, i.e. the CP must have received KCI2 and the orders cannot have any outstanding planning activities or other line plant delays.
•  Where the order involves a change of CP, the statutory 10 working day lead time will always apply
• Openreach aims to fulfil the CP required date, but there is no guarantee that specific dates will be available.
•   CPs will need to complete a pro-forma and submit it into the Openreach CSM team, where a check will take place to ensure the order criteria and status are met
• A revised KCI2 will go back to the CP with the new date (or confirming the original appointment if an unsuccessful expedite)

To expedite PSTN, please complete the relevant proforma:

WLR3 PSTN :

https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d040f0c0109

WLR3 PSTN and SMPF (SIM2): https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0401090901

Multi Line Provision and PSTN internal shift:

Please complete the attached proforma and send via email to routing.solution.support.t@openreach.co.uk noting EXPEDITE REQUEST in the subject field. 

To escalate:

In the absence of a response/update within 24 hours or should there be an Openreach portal system failure, please follow the escalation path below:

To expedite ISDN2, please complete the relevant proforma:

ISDN2 Provision and Internal shift: Please complete the attached proforma and send via email to isdn2provisionmanager@openreach.co.uk noting EXPEDITE REQUEST in the subject field.

To escalate:

In the absence of a response/update within 24 hours or should there be an Openreach portal system failure, please follow the escalation path below

Pricing

Charges are available via the pricing link on the Openreach portal:

• For multiple expedites, a charge will be raised for each order. 

• Charges will be raised if the order is delivered successfully on any of the dates provided and if the end     user action prevented access on one of these days.