Select your product to see the specific
Customer Service Plan
CPs can submit an order cancellation, however, when an order is cancelled, charges may apply. Here is a matrix to help determine for what events and transactions you may be charged, when. For the actual chargeable values that apply at any given point of time, refer to the Openreach price list. Navigate to: www.openreach.co.uk to Products>Pricing>Superfast and Ultrafast Fibre Access>5.1.3 Generic Ethernet Access (FTTP)
KCI2 Assure orders: |
Order acknowledged |
External Visit undertaken |
Excess Construction charges identified |
ECCs authorised / Order committed |
Build work started |
Build work complete |
Installation Day |
After install day (if issues on the day) |
Cancellation Charge: |
Applies if order cancelled after KCI1. |
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Connection Charge |
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• |
• |
Applies if order cancelled on or after the CCD agreed at KCI2. |
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Excess Construction Costs |
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Yes |
Yes |
ECCs incurred will be passed to the CP if the order is cancelled after the build work has started by our contractors… if they’ve organised permits and equipment rental, they pass those costs to us. |
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Construction costs (within product threshold, eg: Openreach build costs) |
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No |
N/A |
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• |
If build costs are within product threshold, then only the connection charge is payable if cancellation occurs on or after the CCD. |
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1-stage orders: |
Order acknowledged / Order committed |
Installation Day |
After install day (if issues on the day) |
Excess Construction charges identified |
ECCs authorised |
Build work started |
Build work complete |
Service activated |
Cancellation Charge: |
Applies if order cancelled after KCI1. |
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Connection Charge |
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Applies if order cancelled on or after the CCD agreed at KCI2. |
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Excess Construction Costs |
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|
Yes |
Yes |
ECCs incurred will be passed to the CP if the order is cancelled after the build work has started by our contractors… if they’ve organised permits and equipment rental, they pass those costs to us. |
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Construction costs (within product threshold, eg: Openreach build costs) |
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No |
N/A |
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The point of no return for a cancellation is 18:00 on Customer Committed Date minus 1 day (CCD-1).
To cancel an order on the Openreach portal:
2. Enter the Siebel order reference into the relevant dialogue box:
3. Confirm you’ve selected the correct order, and then click on the “Cancel” button to proceed.
4. Confirm a cancellation reason and then submit the request.
If you are cancelling your own order (eg: a new FTTP provide order for your company), then you should use the cancellation reason: ‘Order cancelled by operator.’
If you are cancelling an order as the Losing CP, (eg: a managed cease order placed by another service provider), then you should choose the most appropriate reason from the list of other reasons:
9111 - CURRENT CP INFLIGHT ORDER
9120 - NO AUTH TO TRANSFER
9150 - CUSTOMER NEVER CONTACTED
9160 – DELIBERATE ATEMPT TO MISLEAD
9170 - PURCHASED A DIFF PROD
9180 - FAILURE TO CANCEL
9190 - END USER NOT MOVING
5. Upon submission, our system will validate the request, issue the necessary cancellation instructions to any open tasks in our operational orchestration tools and you’ll be issued KCI 1519 confirming that the cancellation has completed.
Openreach desk-based teams cannot manually cancel an order if you request cancellation after the point of no return. If this is required, we will trigger an order delay that will trigger an automatic cancellation after a few days of inactivity. Additional KCIs will be issued notifying the reason for automatic cancellation.