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Customer Service Plan
Where a 1+1 ONT or a 1+0 (data port-only) ONT exists and the data port is in use, if the end customer needs a second service, CPs should place the L2C order with the relevant Network Address Key (NAD key) and choose the relevant site visit reason for the ONT installation required. Other mandatory fields need to be set as:
• Change of retailer = N
• Site visit = Standard or Premium (to drive the engineer visit)
Orders will be fulfilled either by the installation of an additional ONT or by a box-swap to a multiport ONT.
Please refer to the GEA-FTTP product description and price list for details about the full Excess Construction Charge rules that will apply when ordering a second line (additional ONT) to an end customer premises. We recommend that you do not attempt to install a second line as a workaround to avoid taking over or transferring an already working GEA-FTTP service.
Our fibre availability checker, eMLC, contains flags to indicate when a second full line may be ordered into a premises. Scenarios 7 and 8 in the Availability marker’s table in the ‘What the FTTP results mean’ section , later in this document clarify how a CP can know whether there is network capacity available to have a second line installed with its own, separate ONT.
Where a multiport ONT is available*, we will default your order to an engineer-visited box-swap to a multiport ONT, if the end customer’s current ONT is a single-port device. This will usually be the best option where the end customer is ordering a second FTTP service, for example because of home working or a business premises with multiple businesses operating at the same address. We recommend that you opt-out of the multiport installation ONLY if your end customer requires the new FTTP service to terminate in a significantly different location than their existing service/s. We suggest that you specifically note this in the ‘Special arrangement notes’ field on the product details page at order entry.
* Currently restricted to ~30 exchanges in Wales and the South-West of England.