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Customer Service Plan
If there is a capacity or build issue related to premises not yet served with FTTP, eMLC will indicate this with a “W” flag. This “waiters” flag lets CPs place an order for service so we can make sure the reactive build teams are aware and can schedule the work associated with resolving the issue.
CPs who place an order for service when the availability marker is set to “W” will experience a delay between KCI1 and KCI2 while the order is sent to the reactive build teams to assess and add the build work into their reactive build plan, as they are able. This could take a variable number of days depending on the complexity of the issue if, for example, traffic management or wayleaves are required to resolve the issue, or if the work needs to go through governance to earmark the budget for the work before scheduling.
After you receive a delay message on the order, you may not receive further proactive updates for quite a few weeks while the team investigates, schedules and undertakes the necessary build to resolve the issue. When the issues are resolved, the team will issue an update on the order, and when the reactive build is complete, you will receive a KCI2 message confirming when the appointment may be booked for the internal visit.
If you or the end customer decide not to progress an order when there is a “W” flag, you may raise a Fibre Availability Enquiry to obtain more details about why we’ve applied the marker. Raising a case with the team will give you information to help set expectations with your end customer about what will be involved with getting service. Details for contacting the Fibre Availability Enquiries team are available in the Ultrafast & Superfast Customer Service Plan. You can navigate to it on www.openreach.co.uk by selecting Help and Support > Customer Service Plans > Ultrafast and Superfast Fibre Access > Services > Orders > then scroll down to Fibre Availability.