Openreach CCN:CL OR001
CLARIFICATORY CHANGE NOTIFICATIONS
Price list
Visit Charge including Abortive Visit Charge
Visit Charges
Visit Charges
A Visit Charge is raised where Openreach visits a customer's or end users premises to provide a product or service, but the charge for the visit is not included in the price of the product or service.
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Full details of when this charge applies are detailed in the individual access line contracts.
Notes:
a) Additional charges may be raised where non standard work is required:.
For work done by Openreach engineers not included in standard prices see `Time Related Charges' in the Service Products section of the price list for details.
b) The Visit Charge does not apply if an Openreach engineer is already visiting the premises for other work for which the charge includes the cost of the visit. If for operational reasons Openreach chooses to spread the job over several visits which in normal circumstances could have been carried out in a single visit, a single call-out charge will apply per engineer. Otherwise, a Visit Charge applies per engineer visit.
(c) A Visit charge will apply if a visit is made at the Customer's request to Pre-wire the Customer Premises before provision of Service, for up to 4 exchange lines. This would involve putting in place any exchange line wiring which the Customer may wish to coincide with other refurbishment work being carried out at the Customer Premises. Where Pre-wire is required beyond the Network Terminating point Time Related Charges will apply.
Abortive Visit Charges
An Abortive Visit Charge (AVC) is applied where an appointment is agreed for work at an End User’s Site and the engineer arrives within the appointment slot but is unable to carry out the work at, or gain access to, the End User Site.
Further information is provided in the notes below and full details of when this charge applies are detailed in the individual access line contracts.
The charge is applicable when the:
• Engineer is unable to gain access to the site or premises or
• End user is not ready for the work to be completed i.e. building work or
• Person who placed the order or their representative is not available to provide detailed work instruction i.e. socket location and
• The job has been appointed by the Communications Provider or the Communications Provider has given permission for Openreach to appoint and
• The engineer has arrived on site within the appointment slot
Additionally Openreach reserves the right to charge on non appointed Total care faults where access is specified as 24/7 or similar and the engineer arrives within the specified slot but is unable to gain access.
Openreach will NOT charge when:
• The job has not been appointed
• Openreach misses the appointment
• There is no access to line plant which is not within the End Users site or premises
• An engineer simultaneously delays more than one order at the same address. Only one charge will be raised.
• Faults are ultimately proven off the customer’s site and access wasn’t necessary.
• An engineer is unable to attend the End Users site due to MBORC scenarios such as snow, flooding, foot and mouth, security alerts etc.
• Appointment slot details have not been correctly communicated to the Communications Provider – i.e. system failure in EMP prevented appointment details from being passed to the Communications Provider.
Openreach WILL charge an Abortive Visit Charge when:
• Order cancellation Charges are not applicable but appointments are cancelled or delayed after the contractual cancellation window. Each late appointment cancellation or delay, whether originated by End User, Communications provider or engineer ring ahead, will be charged for separately.
• An engineer is unable to complete the job due to Communications Provider order quality issues i.e. incorrect address, incorrect order, order duplication etc.
• An escort is not available. Engineers can not enter premises unescorted or with a person under the age of 18