Openreach Coronavirus Update – 2nd April 2020
Following our update on 31st March detailing the updated Openreach processes (please see below), we now have further clarity and additional information on new orders and repair/fault orders. As this is a fast-moving situation, we’ll continue to work with Openreach to understand any future changes and will keep you updated.
Provision orders
When raising an order with TalkTalk Business via the order ‘Wizard’ tool, if your customer is classed as ‘At Risk’ you need to enter this information within the ‘Appointment Health and Safety Notes’ field. Please note if this detail isn’t entered into this field, the information will not reach Openreach.
To clarify the information needed is as follows –
• Customer meets criteria and IS symptomatic, you need to enter (making sure you enter the space) - COVID ATRISKS
• Customer meets criteria and IS NOT symptomatic, you need to enter (making sure you enter the space) - COVID ATRISKNS
Faults
When raising a fault into the team, you will need to enter the above information if the customer is classed as ‘At Risk’, within the hazard notes field. To clarify you will need to enter either COVID ATRISKS or COVID ATRISKNS dependant on if they have symptoms or not.
If during diagnostic checks the TAM test picks up a hard fault as indicated by the MFL (Main Fault Location) such as EX or LN and the customer is classed as ‘At Risk’, please call the assurance desk once you have raised a ticket so that we can ensure Openreach are aware this is a priority fault.
Updated Openreach Escalation Process
For reference, the latest update from Openreach on their escalation process can be found here.
Openreach have introduced an updated version of their escalation policy purely for Category One key workers that are working from home.
This includes but is not limited to doctors, nurses, midwives, paramedics, social workers, care workers, and other frontline health and social care staff including volunteers; the support and specialist staff required to maintain the UK’s health and social care sector; those working as part of the health and social care supply chain, including producers and distributors of medicines and medical and personal protective equipment. Please be aware this should only be used in urgent situations with key workers who are working from home, we need to make sure those most in need are given priority.
Provision orders
When raising a ticket into the team, you need to include ‘Category 1 Health & Social Care’ within the first line of the ticket, once raise, please call into the team on 0845 330 6725 quoting your ticket reference and the team will pick this up as a priority for you.
Faults
When raising a ticket into the team, you need to include ‘Category 1 Health & Social Care’ within the general notes field.
If during diagnostic checks the TAM test picks up a hard fault as indicated by the MFL (Main Fault Location) such as EX or LN and the customer is classed as ‘At Risk’, please call the assurance desk once you have raised a ticket so that we can ensure Openreach are aware this is a priority fault.
You can find more detail in the following FAQ, if you have any queries, please don’t hesitate to contact your Account or Service Manager.
