Product Process descriptions

FTTP and FoD Process Description

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CPs should make sure that end customer understands what to expect on the installation day.  Initial FTTP installations usually require a little more work than copper-based broadband.

• The Optical Network Terminal (ONT) box installed inside the premises requires electrical mains power.  This power outlet needs to be within one meter of the ONT (whereas copper NTEs do not need power). This influences the location of the ONT and may influence the routing of the fibre around the premises as a result.  The CP router will also be mains powered, so there are two boxes needing power to provide the full, active GEA-FTTP service and CP broadband connectivity.
• Fibre is also more delicate than copper and has laser light running through it that requires a specifically trained engineer to connect.  The routing of the fibre from the CBT in the street to the end customer premises is new network delivery and may require additional work at the end customer’s property both outside and inside.
• If the end customer is not aware at the point of sale of the work required to install their service, there is a risk that they will change their mind and decide to cancel the order.  Alternatively, they may be unaware that they need to be on-site to facilitate an engineer-attended appointment, which can delay the completion.

By undertaking a pre-sales conversation, CPs can make it clear to the end customer what will happen on the day of their installation and what the engineer will do in their home.

If the end customer is not the owner of their premises, please make sure they have obtained the property owner’s permission for work on site and any wayleaves or other access permissions required.

Additionally, in the event that the end customer is moving into a new-build home, CPs can remind them to make sure that the ONT is powered-on, tell them about the simpler service activation process onto the pre-installed ONT, how they’ll know it has been successful, and what we’ll do to fix it if the activation hasn’t worked as expected.

A CP advisor best practice guide for this pre-sales/point of sale conversation is available on the Openreach portal.  You can also find it by navigating to Products>FTTP>Documents> Process Documents>FTTP Point of Sale checklist and best practice guide.