Customer Service Plan

WLR3 - version 141

Download Full Document

Available Monday to Saturday 08:00-18:00 Excludes bank holidays in England and Wales

A signed contract is needed before the service can be used. Please email service.solutions@openreach.co.uk with REGISTRATION as the subject field. Service activation is as soon as either a scanned and emailed or posted contract has been received by Openreach. Once registered the pro-forma for raising cases will be shared.

The CP resolution team are a dedicated team of professionals equipped to deal with Communications Provider error detailed in the following scenarios

• Bringing forward appointments for earlier provision due to an Openreach Customer (CP) error at the original order entry stage 

• The Openreach customer (CP) has placed an incorrect order (replacement order will be required)

• The Openreach customer (CP) has placed an incorrect address on the order. A replacement order will be required but the team will endeavour to match the original appointment

• The Openreach customer (CP) requires assistance with a date amendment but standard lead time applies – for example Start orders, Renumber orders, CNI orders

This service is not a replacement for the business as usual escalation agreement and standard product lead times will apply throughout.

Disputed decline process

If challenging a decline (rejected case) please resubmit the original pro-forma with DISPUTED DECLINE as the subject and email to cp.resolution.line@openreach.co.uk Please state your grounds for contesting the original decision after checking all details on the pro-forma and the scenarios prior to sending to avoid further rejections. 

How to escalate

Please resubmit the original pro-forma with MANAGER ESCALATION as the subject and email to service.solutions@openreach.co.uk.  Please state your grounds for escalation and include previous CP resolution correspondence.  A valid escalation is if CP has not received a reply within 4 hours of KCI0.