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Customer Service Plan
Known as a basic provide, this is the journey to use if you don’t want to migrate or transfer an existing copper or FTTP service at the premises; “new to network” end customer orders would be considered basic provides.
To place a new FTTP provide order, you’ll want to use the property’s gold address key that you’ve validated from our address management dialogue service as having FTTP available. See the Validate address section for more information about this.
You can further use our line checker to understand whether we will need an appointment to install an ONT, or if an ONT has already been installed and a remote activation will be attempted. See the Check Availability section for details, but briefly:
· If the availability checker shows FTTP New ONT Availability = Y, then an appointment for installation will be required.
· If the availability checker shows FTTP Existing ONT Availability = Y, then the order will not be considered a new FTTP provide, rather it will be a migration of the existing service or a remote activation / subsequent provide. An appointment may not be necessary in these cases and the service can be activated remotely on the existing device. This is usually the case for greenfield, new site orders and more information about this scenario can be found in the Remote Activation section.
If a multiport ONT option is available, you may order a brand new provide with either a single or multiport device, depending on whether the end customer is likely to order a second FTTP service, for example because of home working or a business premises with multiple businesses operating at the same address. More information about ordering a multiport device is in the Select your ONT section.
Here’s a summary of the response codes associated with new FTTP provides. These are not all the KCIs you’ll receive on an FTTP provide order, but are fairly common.