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Service Support
Access a range of service and support tools that will help you place your orders online with Openreach.
Address matching
The Address Matching dialogue service provides an upfront service for Communication Providers to search and match addresses against addresses that Openreach recognises. Additionally, it allows address details to be returned for a given address key and allows unknown addresses to be created and given a temporary address key. The service will widen the scope of the search to cover PAF addresses as well. Where a BT installation address is not found, a PAF match might still be successful.
Appointing services
The Appointing dialogue service provides an upfront service for Communication Providers to list available appointments, reserve appointments and get appointments details. It provides a real-time service that will allow the selection of an appropriate time and date when carrying out a dialogue with the end user. The service will make use of the new appointing capability that is being defined. Not all of the capability operations will be exposed via this Dialogue Service; only those that are deemed applicable to a CP will be exposed.
eBilling
E-billing is a service offered to CPs to view their bills online as opposed to paper-based bills. Earlier, each customer would receive a URL by email that allows the person to log on to an unbranded interface and view the bills.
eCo Order
Openreach eCo Order Entry and Order Management for Ethernet Services.
eCo Repair
Openreach eCo Fault Entry and Fault Management for Ethernet Services.
Enhanced line characteristics
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Ethernet price tool
Openreach Ethernet Distance and Pricing Estimation Tool.
Fault Tracker
Fault Tracker is a self-service tool to allow CPs to proactively view information about their Faults without the need to call the Openreach SMC.
Line characteristics
Communication Providers require a strategic, robust and scalable upfront line characteristic checking facility that is available both through the Portal and the B2B gateway. This will allow them to communicate with BT in a manner best suited to their own systems set up and will allow them to apply their own set of product rules to the characteristics to see the set of products that they can offer the end user. The LLU product line will determine what characteristics and current technology/product information are appropriate to give back to the CP's. Line characteristic requests will be submitted either through the Portal by manual entry by a CP agent or as a system to system message through the B2B gateway. Both methods of accessing the line characteristic service will return identical results.
Line test and diagnostics
Invoked by the Communications Provider that owns the line on which the test will be conducted and provided with a valid Service ID, the Manage Line Test and Diagnostics Dialogue Service returns information regarding the operational status of the service based on the results of a real-time test of the physical characteristics of the associated circuit. Invocation returns a high-level summary of the test results and a unique test reference. The Test Reference is a pointer to a set of retained parametric test results and may be used by the CP in support of a subsequent Fault Report. Test results are presented in a CP-friendly form and include where required an explicit indication of the need for an Appointment or expectation of a CP-generated Fault Report. The Care Level associated with the Service ID is returned for use in any subsequent appointment. The Friendly Message and its associated code are mapped from the MFL, Test Outcome and Diagnostic Code/Text response provided by GTC.
MAC Checker
The MAC Validation Dialogue Service allows CPs to validate a MAC (Migration Authorisation Code) provided by a prospective End User prior to its use in the context of a Transfer Order. CPs will be able to input the MAC together with the Directory Number. The MAC Validation Dialogue Service will check that the MAC has a valid format, has been issued for the service or installation identified, and is within the use-by date. By ensuring that the MAC is valid, CPs will be able to reduce the rate of MAC rejections and the necessity to fail the End User's orders. Consequently this will reduce rework, provisioning costs and delays in progressing orders. The MAC Validation Dialogue Service is 'Read Only' - it will not be possible to disable/cancel/alter MACs using this Dialogue Service. There will be no check as to whether a MAC has already been used (orders already progressed/complete for a MAC). That will be effectively handled by the EMP's validation of duplicate orders.
Manage linked order
This dialogue service allows a CP to query Openreach's systems to identify if Single Line and Broadband orders have been entered with a particular code for simultaneous provision. If such orders exist the CP is given their current required by date and status as well as whether they have been successfully matched for simultaneous provision.
Manage line plant availability
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Manage Product Availability
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Network availability
The Network Availability Dialogue Service allows the CP to establish the identity of the serving DP and Exchange and to confirm the existence and identity (in terms of Line id) of any existing SMPF, MPF or Stopped lines at a nominated and matched (Gold) address. It allows the CP to confirm that a nominated address is within scope of a suitably equipped Exchange and that capacity exists on a relevant DP to support a new Provision request for this address should this be necessary. It provides Line identities allowing the CP to confirm within-scope of a suitably-equipped exchange, to check (via subsequent use of the MLC Dialogue Service) the static characteristics of selected lines and to nominate a line for transfer in a subsequent Order.
Number portability checker
Communication Providers need to be able to respond to End Customer queries regarding the scope for retention of their existing number on moving to a CP-provided MPF Service. The Number Portability Dialogue Service provides confirmation or otherwise that a nominated DN can be exported to a nominated CP. It identifies any line status or technologies associated with the line which are incompatible with Number Porting (e.g., Redcare, ABC). The Service will validate any Exchange Prefix offered by the CP. The Service returns an industry-agreed code if for any reason the requested port cannot be implemented together with a Customer-friendly textual form for use with Portal access. The Service does not implement the port - it allows a CP to advise a prospective Customer of the probable scope for portability and therefore the opportunity for number retention. Number Portability requests will be submitted either through the Portal by manual entry or submitted as a system to system message through the B2B gateway. Both methods of accessing the Number Portability Dialogue Service will return identical results. (However, B2B messaging will be out of scope for the Portal.)
Openreach analytics
Openreach Analytics is BT Openreach's Strategic MIS reporting system. It is a flexible, all encompassing package that will enable you to view and monitor Openreach performance in delivering your orders and restoring your faults within a secure environment. Openreach ORBIT is the backend data warehouse that provides data for KPI Online.
Through KPI Online, Openreach provides a method by which all Customers have the capability to view the MIS data in order to request assessment and possible development of enhancements, modification and new products within the scope of the Openreach product.
Order Tracker
Order Tracker is a self-service tool that enables CPs to proactively view information about their Orders without the need to call the Openreach SMC.
Pricing manager
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RAD view
The Openreach Real Time Active Dashboard (RAD) view is provided for 'Informational Purposes Only' and is not related in any way to official Service Status provided by the Openreach business. This capability is in trial, therefore, the accuracy is under review. The views present the status of Openreach Services and associated communications to report on persistent issues being managed by the Openreach operational support teams.
Service provider gateway
We are committed to providing you with simple and straightforward ways to work online with us. The Service provider gateway is the online ordering tool you can use to place and track your orders. We are constantly improving the Gateway and regularly updating the information about it so please check back regularly.
Service test
Invoked by the Communications Provider that owns the Service on which the test will be conducted and provided with a valid Service ID, the Manage Service Test Dialogue Service returns information regarding the operational status of the service based on the results of a real-time test of the physical characteristics of the associated circuit. Invocation returns a high-level summary of the test results and a unique test reference. The Test Reference is a pointer to a set of retained parametric test results and may be used by the CP in support of a subsequent Fault Report. Test results are presented in a CP-friendly form and include where required an explicit indication of the need for an Appointment or expectation of a CP-generated Fault Report. The Care Level associated with the Service ID is returned for use in any subsequent appointment. The Friendly Message and its associated code are mapped from the MFL (also represented pictorially), Test Outcome and Diagnostic Code/Text response provided by GTC. The Upstream Speed, Downstream Speed, Retrains & Uptime are available in Graphical Representation. Service Profile Parameters for the previous 14 days and Current Policy applied by the CP are available in tabular format along with any RateCapping applied on the Service based on CP's Request.
Siebel (Ordering and Trouble Reports)
Openreach Siebel is our strategic CRM platform for facilitating online ordering and tracking of products and services. It allows you to interact with Openreach as and when it suits you and your business.
Simultaneous order checker
This application allows the Narrowband or Broadband Communication Providers to find information on the status of a Simultaneous Order. Communication Providers can get information on: Existence of a Simultaneous PSTN/WLR (Narrowband) and ADSL/SMPF (Broadband) order Information on the Status of the order (if found) Information on the Order Delivery Date
Tags resolution
The Tags Resolution Portal tool is the best means to raise any complex order handling issues on LLU. Minor issues should be directed to the Service Management Centre in the normal way, however where the issue is more complex then it is referred to as a 'tag'. Submission of tag queries through the Tags Resolution Portal is the most effective way to get full and accurate resolution of the issue. Queries submitted using this tool will be confirmed by email and then responded to by email. This portal should not be used for issues relating to tie cables or to plan and build.
Test access product
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Tie pair checker
Openreach has launched the Tie Pair Checker Product as part of Flexi Cease phase2.
Tie pair reconciliation report
'The Tie Pair Report provides regular, updated details of the Openreach tie pair inventory which can be used by CPs to perform tie pair status reconciliation against their inventory records. On LLU provision orders may fail because the tie-pair quoted for use by the CP is shown as "in use" on the Openreach system. CP can now check the tie pair status before raising the order, thus reducing the order fallouts. The Tie Pair Report only shows the details of the tie pairs for the requesting CP.'
X-Hour Repair tool
Welcome to the Openreach X-hour Repair portal. This tool allows you to expedite a fault request raised on copper lines for a premium charge. Note: In order to request an X-hour repair request you must have first submitted the fault report on your usual Openreach gateway and have received an Openreach fault reference. The X-hour repair tactical product does not currently accept ISDN30 orders.
