Product Process descriptions

FTTP and FoD Process Description

Download Full Document

There is a subtle difference between the Customer Required by Date (CRD) and the appointment slot.  The CRD is the date by when your end customer requires the service to be installed and working; whereas the appointment date is when the end customer agrees that we can attend site to install the ONT.  On most orders, these dates are the same because we operate a 1-stage visit where our engineer performs the ONT and CSP installation AND demonstrates a working service on the CP router at the end of the installation.

However, for some end customer installations, there isn’t enough certainty about when the installation activity can take place (such as KCI2 Assure installations) and for these, the CRD provides an indication of when the service is required so that we can account for this as we are setting the initial appointment date once we’ve pre-visited to understand the service complexity.

We maintain an appointment dialogue service as a standalone tool for customers who wish to integrate the service into their own CRM systems.  We have also integrated the tool into our portal order journey.

On the Openreach portal order journey, after you have entered the address and done an availability check, you’ll be prompted to begin entering the order details where you will set the required by date.  Then, after you have configured the FTTP product to be installed, you will be prompted to select an appointment or enter your appointment reservation reference if you used our standalone appointment dialogue service outside of the order journey.

• Use the appointment reference input screen if you’ve already selected an appointment from our standalone appointment dialogue service.  Note that reserved appointments are valid for 24 hours.  If your reservation has expired, use the other inputs on this screen to select a new appointment.
• Since this screen is generic across our order and repair journeys, you should choose and use the address key in the Line identifier type field.  Enter the Address key in the Line identifier value field, and the CSS district code field that you used when you did the availability check earlier in the order journey process.
• For FTTP provide orders, you will want to choose an appointment from our ‘Standard’ appointment book, so choose this value in the Appointment type field.

1. The ‘OR Failed’ appointment type can be selected if you are amending the appointment date as a result of an Openreach issue during the order provision.  See the amend order section for details of amending the appointment.
2. Use the ‘Expedited’ appointment type when you wish to choose an earlier appointment date than our standard lead time as a result of you or the end customer’s delivery requirements.  You may only select from this appointment book as an order amendment after we have confirmed the build requirements and sent the KCI2 Order commitment message.  There is a charge for this service in the event that it is not the result of an Openreach issue and details are in the price list as linked above.
3. The ‘Premium’ appointment book allows you to purchase more focused appointment start times, if they are available.

•  Enter the earliest date from which you want to see available appointments in the Appointment Start Date field.  We populate our appointment books up to 90 days in advance and the earliest date you can use is the next day from when you are placing or amending the order.

o    We recommend that you use the product minimum lead time for the type of order you are placing.  You can find the product lead times in the GEA-FTTP product description.  Navigate to:Products > Fibre Broadband > FTTP > Documents > Product Descriptions > GEA FTTP and FoD product description 

•          Make sure that the product type is set to ‘GEA-FTTP’ and the service level is ‘2’.

When you click Next, you’ll see a list of available appointments, starting with the earliest available slot from the start date you selected.  Choose the one you agree with the end customer and then click Next.  Your chosen slot will be reserved in our appointment book.