Product Description

Product description

For Generic Ethernet Access over Fibre to the Cabinet

(GEA-FTTC)

Issue 243

Introduction and handy reading tip

This is an Openreach ancillary document. It contains important information about our GEA- FTTC product which our customers (“you”) need to understand.

Its contents (unless highlighted in grey) including diagrams, tables or other illustrations (unless marked “for information purposes only”) form part of our GEA contract (as published on the Openreach portal at: https://www.openreach.co.uk/orpg/home/products/super- fastfibreaccess/contracts/sffacontracts.do) with you. As we introduce or withdraw product features, or otherwise develop our services, we will make changes to this document in line with the change process for ancillary documents in our GEA contract.

It refers to various pages on the Openreach portal and Openreach price list, many of which require you to log in to the portal first, to view the links.

Revision History

Issue Date Notes Distribution

Issue 5 27/07/2010 R1400 Updates, and put into Knowhow format All

Issue 6 19/10/2010 R1500 Updates All

Issue 7 10/03/2011 R1600 Updates All

Issue 8 07/07/2011 R1700 Updates All

Issue 8.1 16/08/2011 Removed reference to 2 hour appointing trial All

Issue 9 31/01/2012 Revised, In-life format and R1800 and R1900 All Updates

Issue 10 30/11/2013 Various clarifications and updates associated with All system releases since R1900. Addition of CPE Enablement product impacts as well as Vectoring, SIM2 and Street Access. Alignment of definitions.

Issue 11 22/12/2015 Various clarifications and updates associated with All product changes and system releases since R2400.

Issue 12 13/01/2016 Urgent Service Restoration process added. Lead All times specified for Stop Start, details clarified for Waiters and DOA SLG added.

Issue 13 16/08/2016 PACK, underperforming lines, bulk modification All tool updates.

Issue 14 09/05/2017 Openreach modem withdrawal, SIM1 withdrawal, All PONR change, 18/2, removal of hot spares, various clarifications

Issue 15 07/07/2017 PACK amends, various clarifications All

Issue 16 13/11/2017 Raising faults, PCP Only changes, DLM Storm All Process

Issue 17 13/02/2018 Managed Installation (correction and All rationalisation)

Issue 18 20/04/2018 Managed Installation (allow install without All modem), DLM storm process (change of threshold)

Issue 19 16/08/2018 Update to ‘Appointing’ section 3.6.2 (Sending All SMS messages on PCP only appointments)

Updates to ‘Dynamic Line Management’ section 3.8.5

Addition of ‘DLM on test lines’ section 3.8.5.2

Updates to ‘Investigating / Raising faults on GEA- FTTC’ section 3.9

Issue 20 28/02/2019 Text changes in 8.2 to reference external SLA/SLG ancillary documents. Removal of extraneous refs to SLAs

Issue 21 29/03/2019 Text changes to Section 3.5 reflecting recently agreed change to Range B calculation and a paragraph on the new Observed Speed data displayed on eMLC.

Text changes in Section 3.6.7.2 and Section 6 to reflect change to length of time to match SIM orders from 72 to 120 hours

Issue 22 13/11/2019 Text change in section 3.5 to correct date

Updates to ‘Dynamic Line Management’ section 3.8.5

Update to section 3.6.7 to give clarity on process use to avoid charging

Clarification of text in section 3.10.1 ‘Underperforming lines’

Site Lines removed from Incompatible products list in section 4

Issue 23 23/07/2020 Update to 3.5.6 VDSL Vectoring – addition of process to request Vectored DSLAM estate

Removal of references to Broadband Boost product (withdrawn 01/05/2020)

Issue 24 30/10/2020 Addition of section 3.8.5.3 ‘CP Initiated DLM reset requests’

Removed section 5.1 ‘Managed End Customer Pre-Appointment Calling (MEUPAC)’ which was withdrawn on 1 December 2016

Removed section 8.3 CAS(T) Certification (IL224) Formatted: Font: 10 pt as this formally closed on 31 January 2020

Index (4):

1 Product Overview (6) 3.6.4 Migration from SMPF 2 Features and Benefits (6) 3.6.5 CP transfer of GEA-

2.1 Availability Features (6) FTTC 2.2 Ordering and Installation Features (7) 3.6.6 Broadband Urgent 2.3 In-life Usability and Support Service Restoration Features (8) 3.6.7 SIM Provides, SIM2 3 Capabilities (8) 3.1 What is GEA-FTTC? (8) 3.6.8 Start/Stop 3.2 Where is GEA-FTTC? (9) 3.6.9 Consumer Protection 3.3 Product Bandwidth Variants (10) 3.4 Establishing on the GEA-FTTC 3.6.10 WLTO and Home Product (11) movers 3.5 GEA-FTTC Availability (eMLC, Bulk 3.6.11 GEA-FTTC Street Checker) and Speed Estimates Access (11) 3.7 Installing GEA-FTTC (23) 3.5.1 Capacity 3.7.1 Managed Installation Management Waiters List 3.7.2 PCP Only Installation 3.7.3 Hot Spares 3.5.2 What makes up the 3.7.4 Visit charges for no access line speed access Range of Value? 3.8 Supporting GEA-FTTC In-life (26) 3.5.3 Minimum 3.8.1 Remote Identification downstream 3.8.2 Upstream Quality of bandwidth Service 3.8.3 Openreach modem in- 3.5.4 Upstream band width life 3.5.5 The Access Network 3.8.4 Network Monitoring Frequency Plan and Capacity (ANFP) Management 3.5.6 VDSL Vectoring 3.8.5 Dynamic Line Management 3.6 Ordering GEA-FTTC (15) 3.8.6 SFFA “Real Time” Data

3.6.1 Connection Variants Report 3.8.7 Modifying an GEA- 3.6.2 Appointing FTTC Circuit 3.8.8 Modifying VLANs 3.6.3 Basic Provide 3.8.9 Billing

3.8.10 Bulk Modification Tool 3.9 Investigating / Raising faults on GEA-FTTC (31) 3.9.1 Service Harmonisation Maintenance Levels 3.9.2 Right When Tested 3.10 Ceasing an GEA-FTTC Circuit (31) 3.10.1 Underperforming Lines 3.10.2 Home network considerations when ceasing 3.10.3 Managed Ceases 4 Compatibility (36) 5 Enhancements (36) 5.1 Managed Pre-Appointment Calling (36) 5.2 Expedited Appointing (37) 5.3 Flexible Appointments (37) 5.4 Order and Fault Tracker Web Service Interface (38) 5.5 Value Add DSL Data (39) 5.6 Superfast Visit Assure (39) 5.7 Modem Conformance Testing for CP devices (41) 6 Lead Times (44) 7 Network (46) 7.1 Point of Handover (47) 7.2 End customer Premises Equipment (47) 7.2.1 Service Specific Front Plate 7.2.2 Openreach modem 7.2.3 Data Extension Kit 8 Other Information (50) 8.1 Pricing(50) 8.2 Service Level Agreements (50) 8.3 CAS(T) Certification (IL224) (50) 8.4 Bridge Taps (50) 8.5 Complaints handling and escalations (51) 9 Glossary (52)

Product overview Part of Openreach’s developing Next Generation Access (NGA) product portfolio, Generic Ethernet Access over Fibre to the Cabinet (GEA-FTTC) offers superfast data connectivity nationally and is designed to give you maximum flexibility to differentiate your service at the Internet Protocol (IP) layer and above.

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Features and benefits 2.1 Availability Features

2.1.1 National Coverage With over 26 million homes and businesses already within the GEA-FTTC footprint, and a target to cover over 90% of the country by 2017, you can be sure that Openreach’s network is ready to support your national marketing campaigns.

2.1.2 Widely compatible GEA-FTTC is compatible on most WLR or MPF lines with only a few exceptions that we identify as part of the availability check. So you can sell our product with confidence.

2.1.3 Access Line Speed Estimates based on actual users “People with lines similar to yours receive speeds between X and Y.” Set the right expectations with your end customers about how fast they can go. Our Enhanced Managed Line Checker (eMLC) tells you whether your end customer can have service and gives you ranges of speeds that you can use to set the right speed expectations of approximately how fast their line should be able to go.

2.1.4 Non-served premises Combined with WLR, we can deliver GEA-FTTC to street furniture, lamp posts and other non- traditional premises so you can use the product to exploit unique business opportunities.

2.1.5 Usable by business customers GEA-FTTC is suitable for many SME and small business customers, delivering higher speeds than ADSL. Much more information about how it can help business end customers can be found on the fibre for business page in the Products section of the Openreach portal.

2.2 Ordering and Installation Features

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2.2.1 Service management over the Openreach Equivalence Management Platform Gives you a robust mechanism to order, manage and assure your end customers’ GEA-FTTC services and helps you to consume the GEA-FTTC service quickly and efficiently.

2.2.2 Four different product bandwidth variants to choose from Make your GEA-FTTC services generate more revenue for you by differentiating between your end customers on shorter, faster lines and those on longer, slower ones by ordering the product variant that best meets the characteristics of their line and the service that you want to support.

Or, don’t worry at all about matching minimum speed estimates against a specific product variant. Order our highest-speed product bandwidth option and we’ll automatically give your end customers the fastest speed their line is capable of supporting (up to the headline speed of the product variant you order).

2.2.3 Choose a connection method that suits your target market Not all end customers are keen to have an engineer visit their premises. With our PCP Only installation option, you can tailor a self-installable fibre product within your product portfolio.

2.2.4 Streamline your end customers’ order journey With our simultaneous provision and migration paths, your end customers will be able to move to your service with minimum hassle. And, with our continuous improvement approach, we’re working to make this process even smoother, so your end customer will not be without their broadband service, unless you need them to be.

2.2.5 Appointments when you need them If you need morning, evening or Saturday appointments, we’ve got them and we can even help you remind your end customers about their appointment by contacting them a couple days before, so they can change it if the date is no longer convenient.

Is your end customer’s premises inaccessible before 9a.m.? Then consider purchasing a Business 2- hour appointment slot. We’ll agree to only arrive at the premises between 10 a.m. and 12p.m. or between 2p.m. and 4p.m.

2.2.6 Track your orders and faults seamlessly Pull order and fault notes directly into your own customer relationship management (CRM) system so your advisors can save time and get the latest updates without a separate log-in to the Openreach portal. We’ve designed a specific web service which you can use to provide your advisors an integrated experience to access our customer service and engineering notes.

2.2.7 Data Extension Wiring included We make it easy for your end customer to get their GEA-FTTC service located wherever’s best within their home/office network set-up as part of our standard installation service.

2.2.8 Make the most of the engineering visit; we’ve several installation options available Differentiate from your competition by defining a bespoke installation experience that our engineers will undertake on your behalf. Choose either from our managed installation range of services or go even more bespoke by using our Engineering Services portfolio to tailor the experience even further.

2.3 In-life Usability and Support Features

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2.3.1 Benefit from technology advances as they happen Using Openreach’s GEA-FTTC service, you can lock into our Next Generation Access roadmap and make sure your end customers can get access to whatever the future holds, like linear TV services (content not included) over the fixed broadband line, or the faster speeds achievable through changing technology standards. This is our future, and can be yours, too.

2.3.2 Variable service management levels We hope the service never goes wrong, but if it does, our variable service management levels mean you can differentiate the in-life service you provide by offering faster fix times from the standard GEA-FTTC service lead times.

2.3.3 Proactive Line Management Whether you are marketing to people requiring the fastest possible service or the TV market who need stability to avoid picture pixilation, you can set dynamic line management policies to meet even the most demanding bandwidth needs.

2.3.4 Help with niggling faults Sometimes line conditions only show up at certain times or under certain network conditions. If you need our help to resolve one of these, you can request our Superfast Visit Assure products and we’ll help with your investigation of the line.

2.3.5 Money back guarantee for underperforming lines If GEA-FTTC does not deliver the speed estimate we predicted, you can downgrade or cease the service and receive a refund of your GEA-FTTC connection and rental charges within 90-days of installation. See section 3.10 in this document for more details.

2.3.6 Industry recognised security Openreach’s GEA products meet the IL2 security assurance level to meet the needs of government contracts. See section 8.2 for more details.

Return to Index 3. Capabilities GEA-FTTC was launched in January 2010 following two years of specification, technical trial and end customer pilot activity. Through the development of the product, lots of detail has been worked through. The following section is intended to provide relevant product details for each stage of your journey of consuming GEA-FTTC.

3.1 What is it?

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GEA-FTTC is delivered on a single Virtual Local Area Network (VLAN), via a 1Gbps connection from a Layer 2 Ethernet switch at the Point of Handover (PoH), through a DSLAM located near the local cabinet, to your end

customer’s premises. Within their premises, you can take advantage of an Ethernet interface to deliver services to the end customer.

The product’s fibre infrastructure is an overlay to the existing copper network between the exchange and the Primary Cross-connection Point (PCP) at which Very high bit Digital Subscriber Line (VDSL2) protocol is used to provide data services over the copper network to end customers’ premises.

As an overlay product, end customers must have an existing copper Wholesale Line Rental (WLR) or Metallic Path Facility (MPF) access product on which the GEA-FTTC service may be provisioned. Simultaneous provision or migration of a base WLR or MPF service at the same time as a GEA-FTTC provision or migration is fully supported. In the event that WLR is the underlying copper access product, GEA-FTTC may be provided by a second CP, different from the CP who provides the WLR product.

If MPF is the underlying copper access product, the provider of the MPF and GEA-FTTC products must be the same and must submit orders on the copper bearer using the Dunn & Bradstreet Universal Numbering System (DUNS) under the same Customer User Group (CUG).

Our entire Next Generation Access (NGA) product portfolio is provided, managed and assured over the Equivalence Management Platform (EMP) using electronic business eXtensible Markup Language (XML) or via the Openreach portal.

BT SIN 498 fully describes the GEA-FTTC access product.

3.2 Where is it?

Return to Index In line with Openreach’s public roll-out plan, GEA-FTTC may be purchased nationally, in areas where the network infrastructure has been deployed. The roll-out plan is frequently updated to reflect our progress and availability can be determined on a line by line basis using the enhanced Managed Line Checker (eMLC) dialogue service which is available to you through our portal or via a raw feed which can be integrated into your own management platform. Openreach has covered over 26million premises to date and are heavily involved in actively pursuing public funding and partnerships to roll-out to the remaining areas of the UK as and when available. More details of our progress and plans can be found in the “Where and When” section of the Superfast Fibre Access Microsite on the Openreach portal.

3.2.1 How do we choose where to put GEA-FTTC? Return to Index There are many factors which affect our decision to roll-out GEA-FTTC technology in a specific area or to a specific cabinet. Here is a view of the categories of premises not served by GEA-FTTC:  Exchange only and other areas designated for GEA-FTTP

During the planning stage for each exchange, individual PCP (cabinet) areas are designated as either being suitable for GEA-FTTP or GEA-FTTC. GEA-FTTC is deployed relatively quickly to those PCP areas designated for it. GEA-FTTP has a much longer lead time and those PCP areas scheduled for GEA- FTTP will be completed in the future.

Premises served by exchange only lines, where no cabinet exists between the exchange and the end customer premises, do not support GEA-FTTC and our eMLC will display “N” in the GEA-FTTC availability field for these. Additionally, the cabinet number field will be blank.

GEA-FTTP designated areas could be exchange only areas (i.e. with no cabinet) or areas where GEA- FTTP is the cheapest technology to deploy. These areas will be addressed by the NGA programme during the GEA-FTTP rollout.

 Non-viable PCP areas (Z-Cabs)

A minority of PCP areas are not viable to serve. They may serve too few end customers to justify the investment, or they may have an infrastructure issue (e.g. access to power, planning permission, and Traffic Management Act issues). There is currently no intention to address these areas. Long-term developments may offer new, viable solutions to serve these end customers and if that becomes the case, they will be notified within the weekly NGA deployment reports advising the relevant backhaul and connectivity details.

 Long Lines

GEA-FTTC is only made available at an address if a minimum speed of 2Mbps can be achieved on the line, based on the top speed of Range A in eMLC. In a minority of cases (less than 1% of lines) the premises’ D-side line length is too long to achieve this speed. If we know this already (based on the line length to the end customer’s distribution point), eMLC will display an ‘S’, and an order will not be able to be placed.

3.3 GEA-FTTC Product Bandwidth Variants

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You can tailor the access product you provide to your end customers and maximise revenue by purchasing a choice of Openreach bandwidths thereby enabling you to tailor speed messaging to support the needs of your target markets. GEA-FTTC comes in four bandwidth variants:

Downstream Upstream

*Up to 18Mbps Up to 2Mbps

Up to 40Mbps Up to 2Mbps

Up to 40Mbps Up to 10Mbps

Up to 55Mbps Up to 10Mbps

Up to 80Mbps Up to 20Mbps

Current pricing for each of these product bandwidth variants can be found in section 5.2 of the Openreach price list.

* The 18/2 product bandwidth variant is currently solely provided subject to special offer terms offered by Openreach from time-to-time. All references to 18/2 in the product description are also provided subject to the applicable special offer terms.

18/2 availability is indicated on eMLC by two separate flags against individual lines. The 18/2 Provide flag and 18/2 SIM flag are set independently, either universally or at cabinet level and may be subject to other

parameters such as copper line characteristics. The flags are also displayed on the bulk checker output. GEA- FTTC Bulk Checker Product Description

The actual line rate that an end customer sees may be less than the peak bandwidth variants listed above. The actual line rate is also called the Peak Information Rate (PIR).These product variants are capped and, while speed estimates will never exceed the maximum product bandwidths of 80Mbps downstream and 20Mbps upstream, if you or your end customer choose the 55/10, 40/2, 40/10 or 18/2 product variants, even if their line speed is estimated to be above these speeds, they will not obtain more than the capped speed.

To support traffic management, an end customer will experience a lower throughput rate than the actual line sync speed.

3.4 Establishing on the GEA-FTTC product

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Details of the customer establishment process, contacts, and requirements to consume GEA-FTTC are available on the Openreach portal. Further GEA-FTTC documentation related to customer establishment can be found in the NGA secure area in the process documentation section.

There are a range of test facilities available to you to help with customer establishment and on-going in-life product support. You can find out more information about the range of these services on the CP Test Services page under “Help and Support” on the Openreach portal. If you have any questions about these facilities that the portal doesn’t answer, please speak with your Sales and Relationship manager or your Technical Engagement manager.

We’re keen to understand your plans for using the GEA-FTTC service and the propositions you will make available to the market using our network. If you’re planning the next big thing for your market that may not be being done using the GEA-FTTC service already, please let your Sales and Relationship manager know so that we can help avoid any compatibility issues by engaging our technical teams to check we’re ready to support your use cases.

Finally, you will need to order a GEA Cablelink for each L2S over which you intend to provide service. There is a 30 working day lead time on GEA Cablelink provisions subject to satisfactory survey. More information is available in the GEA Cablelink Product Description.

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3.5 GEA-FTTC Availability and Access Line Speed Estimates

Enhanced Managed Line Characteristics (eMLC) is the source for line by line GEA-FTTC availability information. eMLC is a dialogue service which can either be accessed through the Openreach portal, or designed directly into your own management system using XML.

The eMLC user guide provides more information about the input parameters (e.g.: Postcode, address, Directory Number (DN), Access Line ID) and returned data fields (e.g.: Availability, Downstream Bandwidth, L2S ID, etc.) that we make available through the dialogue service.

Openreach return one of five responses to GEA-FTTC Availability; Y (Yes – a service can be purchased), N (No – a service cannot be purchased as the PCP cabinet is not passed with GEA-FTTC), S (Speed – a service cannot be purchased due to the line not being able to support greater than 2Mbps downstream line rate) and P (Planned – the PCP cabinet associated with the line is in our upcoming rollout plans but service cannot yet be purchased).

W – Waiting. This means that the PCP/DSLAM has no spare ports but Openreach will accept non-SIM orders and prioritise the PCP/DSLAM for capacity augmentation. The orders will be hosted on a waiting list for up to 90 days whilst additional capacity is being progressed. In the case of additional capacity being added or a ceased port becoming available, the end customers order will continue through the ordering journey, after being held between KCI1 and KCI2.

The speed estimates that we supply for you are presented as two ranges delivered on every eMLC speed check that is conducted using an address, DN, Service ID or Access Line ID. These speed ranges provide a prediction of speed for the new service, based on the actual line speeds of other live services that have the same line characteristics.

We provide two predicted speed ranges, Range A and Range B.

 Range A is a narrower range of speeds for the lines in our network with the same characteristics that appear perfectly clean and healthy, where they appear to be performing optimally.

 Range B is typically a wider range of speeds that is based on all lines in our network with the same characteristics. This definition changed in November 2018.

It’s intended that you will choose which range of speeds you publish to your end customer. We expect this will be driven largely by the connection variant and speed expectation that your service provider is selling as part of their fibre broadband proposition. For example, if you are selling to businesses where it was likely no complex voice extension wiring exists and where an engineer would be doing the installation would likely use Range A. A CP selling to consumers with a self-install proposition, where the premises might have poor or unknown wiring, would arguably set the speed expectation at the lower Range B.

Two ranges exist because of the desire to have as narrow a range offered to customers as possible. When looking at the range from bottom of B to top of A it could be too large to set a realistic speed expectation; the goal of two ranges is to provide a narrower range based on the connection variant that will be used to provision the service.

Because we use actual line data, the ranges that we supply account for instances where you have implemented the various DLM policies available on the GEA-FTTC service.

In addition to providing the predicted speed ranges, from November 2018 we started providing ‘observed speed data’. This is provided where the GEA-FTTC service is present or has been present and no network change has occurred since it was ceased. This can only be viewed if a line identifier is provided as the input value i.e. DN, Access Line ID, and Service ID. eMLC will display the latest d/s and u/s overserved speeds for the line. The values displayed will only change when the speed has moved up or down by >1Mbps since the last observation. The actual sync speed will be displayed as the upper value for both d/s and u/s where the line is operating below the product cap. The lower level values default to 2Mbps below the actual speed. Where the line is capped and it can perform faster (as in the illustration above) the Max Attainable Line Rate (MALR) range will be shown along with the product cap value. Where a line is under DLM control the DLM profile will also be shown.

If you are checking for GEA-FTTC availability on a newly provided copper line, please note that it can take up to 48 hours for eMLC to be updated with the line characteristics associated with the new copper asset to enable a sequential GEA-FTTC order to be placed on that circuit. You may avoid this situation by placing a GEA-FTTC order as a SIM provide with a Linked Order Reference Number associated with the underlying copper provide order, or you may wait the 48 hours until eMLC has been updated to place the GEA-FTTC order.

You can refer to the EMP R2300 functional upgrade document for the design and implementation details for the eMLC Range of Values feature.

A bulk checker facility is also available for obtaining availability and speed estimate details for your lines. You can read full details in the GEA-FTTC Bulk Checker Product Description. There is a charge for this service; current pricing information for the bulk checker is available on the Openreach Price List.

These tools are updated with new exchanges and cabinets typically every quarter and will provide speed and Ready for Service (RFS) dates typically up to six months in advance.

3.5.1 Capacity Management – Waiting List Return to Index

The eMLC availability response ‘W’, as explained in 3.5 allows, you have the option of placing orders for end customers whose PCP/DSLAM are temporarily unavailable e.g. no spare ports, on both the Basic Provide (3.6.3) and Migration from SMPF (3.6.4) order types. The order will be held between KCI1 and KCI2 and will automatically notify the capacity management team of the waiting end customer. The PCP/ DSLAM will be prioritised for additional capacity above other cabinets requiring the same capacity uplift. Once capacity becomes available, the order will continue from KCI2. You can then re-appoint (if on Managed Install task – on a self-install the soonest date will be allocated) the task.

Orders will be kept on the waiting list for up to 90 days, unless you remove them, capacity is increased, a faulty port is fixed or another port (i.e. line) is ceased on the cabinet. In the case of a cease, the first waiting list order will take the cease. This is only applicable for ceases if the port is not reserved for another end customer as part of a migration. New KCIs will supplement the order journey by reminding you of the order being on the waiting list.

Please note that an order on the waiting list constitutes an open order, therefore, if you wish to use this facility you should ensure you have all of the necessary requirements for the WLR3 or MPF element of the line completed prior to placing a waiting list order. Other open order rules will also apply, including requests for another CP to offer the same service (i.e. two GEA-FTTC orders for different CPs will still not be allowed). Please note SIM orders cannot be placed on waiting lists.

3.5.2 What makes up the access line speed Range of Value? Return to Index

The following is a non-technical explanation to help with end customer questions and expectation setting.

We use the individual line characteristics to match a line to similar lines in our network that already have GEA-FTTC installed. With this information, we display the range of speeds that the actual end customers with similar lines are getting.

Because we don’t know the actual line details until a line is installed, the top speed we display is the speed that 20% of end customers are getting on similar lines and the bottom speed we display is the speed that 80% of end customers are getting. We call these the 80th and 20th percentile speeds.

There are a number of factors that can impact an end customer’s actual sync speed. These factors are naturally represented within the range of speeds we display since they are represented in the live network:

 Line length (the distance of the copper wire from the cabinet where the broadband equipment is, to the end customer’s premises);  Line quality (e.g.: age of the copper and whether any part of the line is actually aluminium, rather than copper, etc.);  The number of other GEA data services provided on the local cabinet (known as cable-fill).

When we initially estimate a new line before the GEA service is installed on it, we use the actual line length from the cabinet to the local distribution point (e.g.: the telephone pole that feeds the houses on the street) and an average line length value for the “final drop” because we know that this is usually up to 50 metres.

In a very few cases, the final drop can be much longer; even up to a kilometre, and is usually the reason why an end customer’s actual speed might fall outside the range of speeds that we provide at the point of sale. But this situation doesn’t happen often and end customers are usually still happy with the service because it’s typically still faster than ADSL where the length from the home all the way back to the local exchange affects the speed.

The amount of traffic that is running in the same copper cables from the cabinet to the local distribution point, before the “final drop” to the end customer’s home can sometimes create noise, called cross talk, which can also reduce the speed that an end customer can get.

3.5.3 Minimum downstream bandwidth Return to Index As a rule, we can provide GEA-FTTC on lines with a predicted downstream speed of 2Mbps or higher. This is based on the top speed prediction of Range A. Lines on GEA-FTTC enabled cabinets that have a predicted speed below 2Mbps will return an “S” in the GEA-FTTC Availability field of eMLC to indicate slow speed as the reason for the service being unavailable on that line. Downstream product bandwidth variants may be ordered on any line regardless of the eMLC speed estimate for that line.

3.5.4 Upstream bandwidth Return to Index We calculate the upstream bandwidth ranges on the same basis as the downstream bandwidth. Our technical analysis of the predicted and actual line speeds suggests that 99% of lines capable of downstream speeds of 15Mbps or greater are also capable of upstream speeds of 2Mbps or greater. However, this is a statistical probability, rather than an absolute assurance and the same variables which affect downstream performance will also affect upstream performance.

Upstream product bandwidth variants may be ordered on any line regardless of the eMLC speed estimate for that line.

3.5.5 The Access Network Frequency Plan (ANFP) Return to Index Also known as the bandplan, the ANFP governs the electrical signals sent and received over the copper network. In September 2011, the NICC, the standards body responsible for the ANFP in the UK, agreed a change to the bandplan which enabled GEA-FTTC access line speeds to increase significantly.

3.5.6 VDSL Vectoring Return to Index

Vectoring is a noise cancellation technology that can be deployed in a VDSL2 network to reduce the impact of crosstalk. Crosstalk can occur when multiple VDSL2 services are carried on lines that are close together on the same D-side cables and can reduce the headline speeds of those lines. By employing vectoring on those lines VDSL2 crosstalk is expected to be reduced, enabling the DLM to return the headline speeds back to their day of install values. Openreach are now deploying vectoring on a small number of cabs as required.

When an end customer raises an issue with you and a GEA service test is run the vectored status of the line is returned to aid diagnostics.

If you have assets on vectored DSLAMs you may request access to the list of Vectored DSLAMs by contacting your client partnership manager who can share the process on how to receive it with you. We will check that you have assets on vectored DSLAMs. Openreach will share the list periodically once validation has been completed and it has been confirmed that the requesting CP has assets on the vectored DSLAM estate.

3.6 Ordering GEA-FTTC

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After confirming GEA-FTTC availability for an end customer, orders can be placed either via the Openreach portal or through the EMP XML interface.

You can find more information about the basic order journey within the process manual and customer establishment documentation, or speak with the customer establishment team for more detailed information about the tags and fields within the order journey.

While an order is in progress, we issue “Keeping Customer Informed” (KCI) messages with order and fault updates. You can see these messages within the order and fault trackers on the Openreach portal, or receive them automatically directly into your management platform through the XML interface. There are several key milestones where we issue KCI updates as follows:

 KCI-0: Order/Fault received by the Openreach system  KCI-1: Valid order/fault, now being progressed  KCI-2: Order/fault fix committed for delivery  KCI-3: Order/fault fix delivered and closed  KCI-d: any piece of information or delay message which may arise at any time between KCI-0 and KCI-3 to notify you of a change, delay or progress update.

When eMLC confirms GEA-FTTC availability but your order has rejected with a 9193 rejection, stating “No free DSLAM ports available,” this would suggest that capacity has been reached but eMLC has yet to be updated with this information. To allow for the updating of our availability systems and to reflect true capacity, we recommend rechecking eMLC at least 72 hours later. If it then shows availability, please re-raise your order.

3.6.1 GEA-FTTC Connection Variants Return to Index You have two connection variants to choose from when you order, either PCP Only or Managed Installation

You will need to source your own device for both variants. See section 5.7 for more information about using and maintaining a CP device on the GEA-FTTC service.

3.6.2 Appointing Return to Index Depending on the connection variant you choose, we provide an Appointing Dialogue Service for checking appointment availability and reserving capacity within our engineering appointment books. Before selecting an appointment, you will need to decide whether or not you intend to use our Managed Installation service (see section 3.7.2 for more details) to complete additional installation activities while our engineer is on site. For the PCP Only connection variant, no specific appointment is necessary, unless, for an additional charge, you wish to have an earlier date or more surety of order completion at a specific time of day.

GEA-FTTC Appointing Options summary:

Managed Install PCP Only (In-Tariff) PCP Only (Premium)

Description Appointed AM/PM (engineer Non Time Bound ‘All-Day’ Appointed AM/PM (engineer arrive on site time) which can Appointments with engineer arrive on site time) which can be selected from Openreach appointment books. Engineer

will ring ahead and ring on arriving on site between 7am be selected from Openreach arrival on site. and 9pm. appointment books.

Engineer will not visit Engineer will not visit customer customer premise, but will premise, but will ring ahead ring ahead where contact where contact details have details have been provided. been provided.

Engineer will send customer an SMS if the customer does not answer and a mobile number has been provided. The SMS will advise the customer that the engineer will be working on their service at around (X time) and ask them to ensure, if possible, that their router is connected and switched on.

Usage Openreach Engineering Visit Self-Install, CP Engineer As PCP Only but where a Install or SBS Install greater focus is needed on appointment time.

Lead Time 5 Day Minimum Lead Time 5 Day Minimum Lead Time 5 Day Minimum Lead Time

Ordering Appointment Books via CP Provides CRD, no Appointment Books via Method Appointing Dialogue Services Appointing Dialogue Services. Appointing Dialogue Services

KCIs AM/PM slot returned in KCI2 Date and “All Day” Slot. AM/PM slot returned in KCI2 as per appointment / slot as per appointment / slot preference at order preference at order placement. placement.

Missed CPs to reappoint the order CPs to reappoint the order CP Re-Appointment. Appointments themselves. themselves.

For specifically appointed orders, standard appointment slots are booked for either AM or PM. Appointments may start at any time during the appointed slot and normally take between two and two and a half hours from the engineer picking up the job and ringing the end customer to finishing any managed installation activities. In some cases, the job may take longer.

AM hours are 8am to 1pm and PM hours are 1pm to 6pm. Standard appointments are offered Mondays to Fridays, excluding bank and public holidays.

Expedited and Flexible appointments may be available for an additional charge, including for the PCP Only connection variant. More information about these can be found in the Value Added Services section of this document.

3.6.2.1 Amending Orders Return to Index An order may be amended while it is in progress between the KCI-2 and the Point of No Return (PoNR) which is 18:00hrs on the day before the Customer Committed Date (CCD-1) for example if the appointment is no longer suitable for the end customer. If the CCD is set for a Monday, the PoNR for that line would be 18:00 on the Sunday immediately before. After that, any amendments, such as to the end customer contact details or hazard notes must be made by contacting the Customer Service Centre (CSC). There is a transaction charge for order amendments and cancellations unless they are determined to be the result of an Openreach fault or failure. If you amend the order more than once, or amend different parts of the order, you will be charged for all the amendments that you make to that order.

3.6.2.2 Missed Appointments If Openreach miss an appointment associated with the GEA-FTTC order, we will reappoint as follows, depending on the type of connection ordered:

Connection Appointment What Openreach will do CP Action Variant Type . Attempt to ring end customer. . CPs are directly requested to reappoint the order. . KCI-Delay and CPs are directly . If our SMC makes end customer contact we will Managed Standard / requested to reappoint the send a confirmed appointment date with no CP Install Flexible order. KCI-Delay with confirmed action required. appointment returned if EU . CPs may escalate the appointment date by contact has been made. phoning the SMC for them to raise an Openreach PCP Only Standard / . Workflow and Allocation issue requested expedite including if it is part of a SIM Flexible KCI-Delay and CPs are directly provide. requested to reappoint the Order. . No attempt to call the end customer. PCP Only All Day . Automatically send revised, . CPs may amend to another later date if required. committed all day appointment . Amend would be chargeable. slot based on earliest available. . Because Openreach is automatically attempting to find the next earliest available date, it should not be necessary to escalate/expedite from the new committed date. For details about end customer missed appointment scenarios, please see section 3.7.5 End Customer Missed Appointments.

3.6.3 Basic Provide Return to Index Basic provide is defined as the provision of GEA-FTTC on an existing WLR or MPF line where no other data overlay service currently exists. This installation type is also sometimes used when SIM provide orders break and become sequential provides.

If you wish to add a new GEA-FTTC service (that is not migrating from SMPF or GEA-FTTC) at the same time as migrating an underlying WLR copper service from another CP, you must use the SIM provide order process and include a Linked Order Reference Number (LORN) to link the GEA-FTTC provide to the new copper asset. Failure to use a LORN in this scenario will result in the GEA-FTTC provide order being accepted on the losing CP’s copper asset which may result in orphaned orders or an early life failure of the GEA-FTTC service.

3.6.4 Migration from SMPF Return to Index For the end customer migrating from standard broadband to GEA-FTTC, the overlay ADSL data service will stop working on the installation day the moment the engineer performs the jumpering task at the PCP to connect the D-side copper cable to the local DSLAM (See Standard Installation in section 3.7.1, below). Because of this physical activity required for a migration from SMPF to GEA-FTTC, such migrations are treated as new provides with the addition of the consumer protection mechanism. Prevailing GEA-FTTC connection charges will apply for all such migrations.

3.6.5 CP Transfer of GEA-FTTC Return to Index GEA-FTTC transfers between CPs do not require any physical jumpering activity at the local street cabinet or an engineer visit to the end customer’s premises. Managed Installation engineering activities (described in section 3.7.2 below) cannot be provided on orders where a GEA-FTTC service already exists. If you would like to offer a managed installation activity for end customers migrating from another GEA-FTTC service provider, we recommend that you consider the Engineering Services available as a service product.

If you win a customer back from a CP who uses an integrated modem/router device, you should be aware that an Openreach modem may not be installed in the premises. In such instances you should provide your own integrated modem/router device.

A CP to CP migration of the Fibre service may be undertaken simultaneously with the migration of the underlying copper service using the SIM2 order journey method described in section 3.6.6.1 below.

3.6.6 Broadband Urgent Service Restoration Return to Index Openreach provides an urgent service restoration process for broadband only migrations to be used only in circumstances when an erroneous broadband migration has occurred. An erroneous migration is one where the wrong broadband service has been targeted (and switched) by mistake and MUST NOT be used if the customer has changed their mind and wants to switch back.

When you require Openreach to urgently restore a broadband migration from one CP to another back to the original state the following process should be followed:  The original losing CP will send an email to the Openreach SMC: [email protected]  Subject section of the email should be in this format: Urgent Service Restoration Broadband || Order id: **********  You should attach and include the information below in the request: o The original migration order reference numbers from the original migration request, i.e. the gaining CP provide order reference and the managed cease order reference sent to the losing CP o CRD for the restoration o Evidence emails including from the consumer agreeing that the migration had been done in error  The SMC will pick the request within 1 working day and act upon it.

3.6.7 Simultaneous Provision (SIM Provide) Return to Index

3.6.7.1 SIM1

The GEA-FTTC SIM 1 order journey was withdrawn for new supply on 1st April 2017.

3.6.7.2 SIM2 Return to Index SIM2 became the default order journey for ordering a voice and data service on April 1st 2017. It delivers the following benefits Certainty of order matching: The copper order does not progress independently of the GEA-FTTC order. You are given 120 hours between the placement of voice and data orders to successfully place both a voice and a data order  Reduced chance of split order delivery: The earliest available date for a SIM2 provided set of orders may be later than if an individual service was ordered in a stand-alone journey and SIM2 accounts for capacity for both orders before committing to a delivery date to reduce broadband outages for the end customer.  SIM2 supports Migrations from two separate services (voice and broadband) to new separate services and CP (double migrations) as a single coordinated activity  Improved Appointment Amendment capability: Because there is only one appointment for both orders, you only need to place one amendment request if it becomes necessary to change the appointment date.

Because we’re orchestrating the two orders together, the delivery of the KCI2 messages on both the copper and the fibre orders might be delayed beyond the normal SLA for these messages. To address this, we will send an Order Status Update, using the KCI-1.5 XML format, containing the response code 515 (Order matched). We will then proceed with the GEA-FTTC feasibility check. Depending on the copper routing status, it may take a couple of days before you receive the next PSTN and GEA-FTTC KCI messages.

SIM2 is available for the following scenarios: MPF+FTTC, WLR+FTTC and PCP Only orders, Expedite, escalate, prepone and amend.

Avoiding a Fulfilment charge for SIM NLP backed out to a Start (process changed in R3500 for SIM2) Reserve an appointment for the SIM 2 Order (FTTC PCP Only) – AM or PM and set SiteVisit Reason to “NO Site Visit”. This way, we’ll schedule an AM or PM appointment if we need it for the copper order, but book a non-chargeable ALLDAY appointment if we don’t.

The SIM2 Business Process Models available on the Openreach website provide a detailed view of how the copper and fibre orders move together through the provision process.

3.6.8 GEA-FTTC Stop-Start GEA-FTTC Stop and GEA-FTTC Start are order capabilities that allow Openreach to leave the GEA-FTTC jumpers in the NGA cabinets, rather than recovering them. These jumpers are referred to as ‘left in jumpers’ (LIJ). This means cease orders become a ‘stop’. We can then ‘start’ a line that has left in GEA-FTTC jumpers, removing the need to visit the cabinet on PCP only orders.

This enables you to re-use the existing line and re-start the service for PCP Only.

To consume this you need to:  Check eMLC for the presence of LIJs by looking for a ‘stopped’ GEA-FTTC service.  If a LIJ is present then you can request earlier CRDs for cease and provide orders where appropriate. o Provide: 3 working days o Cease: . 0 working days if the order is placed before 4pm

. 1 working day if placed after 4pm

 If a LIJ is present, we will fulfil the order as a ‘start’ if the order placed is a ‘PCP only’ order.  If a LIJ is present and the order placed is a managed or basic install, we will fulfil the order with no cabinet visit, only an end user visit.  KCI2 will advise of the fulfilment scenario that will apply to the order if it is a ‘start’.  Be ready to expect KCI3 from midnight on CCD.

If a copper provide or migration order needs to be placed following a GEA-FTTC stop, we check whether there is a stopped GEA-FTTC line present.

 The following copper broadband products will not work whilst the FTTC cabinet jumper is in place and so will trigger LIJ removal: o MPF (where broadband is going to be provided) o SMPF o ISDN2e o ISDN30 (any bearer having a stopped FTTC)

A new task will be created and linked to the copper order to recover the jumper with no impact on copper provision lead times. Our capacity inventory system will be updated to reflect the port usage/cabinet fill.

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3.6.9 Consumer Protection Return to Index Existing Local Loop Unbundling (LLU) and WLR industry consumer protection mechanisms apply for GEA- FTTC. Here are some examples:  Adding GEA-FTTC to an existing WLR or MPF line: no consumer protection mechanism applies.  Moving to and from SMPF: Notification of Transfer (NoT) consumer protection processes. This process does not require the end customer to contact their current provider before moving to a new provider.  Moving to and from MPF: NoT process  GEA-FTTC to GEA-FTTC migration: Notification of Transfer (NoT) consumer protection processes. This process does not require the end customer to contact their current provider before moving to a new provider.  WLR+FTTC to WLR+FTTC: Notification of Transfer (NoT) consumer protection processes. This process does not require the end customer to contact their current provider before moving to a new provider.

Openreach can process cancellation requests from your end customers, ensuring that consumer protection is maintained. You can find more information about consumer protection in the MPF and SMPF EMP end to end process manual on the Openreach portal.

3.6.10 Working Line Take Overs and Home Movers Return to Index

When an end customer is moving home and taking over a working GEA-FTTC service, it is completed as a cease and re-provide of the GEA-FTTC asset within Openreach’s systems. This will normally be done as a simultaneous transfer with the underlying copper order which manages the managed cease and re-provide activity.

We suppress the engineering activity associated with such orders and do not visit either the local street cabinet or the end customer’s premises.

When this happens, you should provide your own integrated modem/router device by post.

3.6.11 GEA-FTTC Street Access Return to Index

GEA-FTTC Street Access is a product that provides superfast broadband to Non Served Premises (NSP). NSPs are unmanned sites, usually without a specific address, such as street furniture, payphones, outbuildings, traffic lights; the NSP Product Description contains a full definition of applicable sites.

GEA-FTTC Street Access is only available on the Wholesale Line Rental (WLR) product.

As an overlay product to Wholesale Line Rental (WLR), the Non Served Premise must have an existing copper WLR line. You need to place the WLR order first via the following sequential provide process:

1) Check NGA availability for the Non Served Premises 2) Place PSTN Single Line order 3) Place GEA-FTTC PCP only order ( NB This is a sequential provide, not a simultaneous provide. The WLR order must be completed first, before the GEA-FTTC order may be placed. The GEA-FTTC order must be placed by the same CP as the WLR line.

3.7 Installing GEA-FTTC

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An engineer visit to the local street cabinet is required for all new installations of GEA-FTTC. The installation can be completed without visiting the end customer premises, known as PCP Only. However, if you prefer we offer a Managed Installation where, for an additional charge, the engineer will visit the end customer’s

premises to undertake home wiring optimisation and install your Device and ensure working service before our engineer leaves the premises.

If you are using our engineer to undertake work within the end customer’s premises, you must make sure your end customer is aware that it is an Openreach engineer who will visit.

We’ve created a website for your advisors and end customers to help with setting the right expectations about Openreach and our engineers. Please make use of the site as part of your advisor and end customer training. See www.homeandbusiness.openreach.co.uk for more information.

3.7.1 Managed Installation with a CP Device Return to Index

With a Managed Install you make an appointment for a fibre skilled engineer to visit your end customer premise to ensure their set-up is optimised for super-fast fibre broadband. Usually we’ll expect you to supply your device directly to your end customer before the appointment date, however we understand that in certain circumstances you may require your device to be installed after our engineer has visited On the day of installation, our engineer will call the end customer before starting any jumpering work to make sure they are in and check whether your device is available for installation. If it is our engineer will confirm that there will be a short voice outage (and the broadband will go down) while they perform the jumpering activity at the cabinet. If our engineer is advised that the device is not available for installation they will ascertain whether the end customer will accept a fibre service that won’t be usable until your device is connected, but complete all other requirements of the Managed Install job.

If yes – then our engineer will complete the Managed Install task without connecting a device, testing to the NTE.

If no – then our engineer will not complete any work and the job will be furthered ‘Sales Query’, which will result in an Abortive Visit Charge (AVC) and the need to re-appoint if required.

On completion of the jumpering, the engineer will proceed to your end customer’s premises. They will assess the position of the NTE, the quality of the home wiring and voice extensions, and agree the positioning of the CP Device considering the location of power sockets and any existing home networking equipment. The removal of Bridge Taps and provision of new master socket when required is included as part of the connection price we charge. See section 8.3 for more information about Bridge Taps.

In positioning the equipment, the engineer has various solutions available to achieve the end customer’s requirements:

 Install an external or internal data extension kit up to 30M from the master socket  Move the master socket  Change an existing voice extension socket to become the master socket and make the original master socket simply a voice extension  Or a combination of these

Every effort has been made to ensure national coverage of these options, but at certain times, it may not be possible for an individual engineer to offer all of these options, for example, if a particular component has run out from the van stock.

Once the CP Device is connected, the engineer will perform tests with a handheld tester to make sure that there are no faults on the line, and that the line is synching as expected, accounting for the local network and the approximate distance of the final drop from the DP to NTE5. They will reconnect your end customer’s main computer or another device and ask them to navigate to a web site to confirm the working service.

In the event that our engineer needs to investigate an issue, any diagnosed line faults will be corrected, but if it is not possible to obtain a line speed above the 20th percentile speed of Range A, your end customer will be advised of the best speed they can expect given their specific line length and characteristics, and the engineer will complete the job. See section 3.10.1 Underperforming Lines, for more information about ceasing a service which does not meet the point of sale speed expectation.

Generally, the cabinet work takes about 30 minutes to complete and the work at the end customer’s premises between one and two hours. However, this is a guide only. Jobs may be longer or shorter depending on the complexity and any problems found while performing the activities.

We ask that you ensure your end customer is informed about what will happen during the installation and they think about where they want the service to be located before our engineer arrives. Any furniture or other obstruction that may be in the way of where we need to install the wiring should be moved in advance of the visit to avoid the engineer returning the job because of your end customer is not ready for the installation. Additionally, your end customer should have their PC, laptop or tablet powered up before the engineer arrives. This helps us make the visit as efficient as possible.

Our engineer will reconnect devices in line with the end customer’s wishes for individual devices.

Whilst they will not prescribe any specific connection to the end customer we encourage engineers to reinforce the message with your end customers that wired connections are best in terms of the speed and stability they will receive. To help our engineers with this messaging, we’d encourage you to ensure robust education materials and tools are available to their end customers on this subject and links to the information apparent in the router installation documentation.

3.7.2 PCP Only

When PCP Only is selected, our engineer will only be tasked to perform the jumpering work at the local street cabinet, and then to close the GEA-FTTC job as complete, leaving your engineer, or the end customer themselves to complete the device installation and service set-up at the premise.. Our engineer will not go to the customer premise.

The end customer will be aware that the work is underway as they will lose ADSL broadband connection (typically for 30 minutes) and their ADSL modem (if it is not compatible with VDSL) will lose connection.

For PCP Only upgrade orders it is recommended that you advise your end customer to fit their new integrated device as soon as they receive it. The device needs to be ADSL/VDSL compatible so that it will operate on ADSL prior to the switch to VDSL. Having the integrated device fitted early enables the Openreach engineer to provide the service to a working device.

There is no need for your customer to be at home for a PCP Only provide, however, to ensure the best possible service is provided on the day it is useful for our engineer to have their contact details. Where these are provided our engineer will routinely try to contact your customer to let them know that work to connect them is underway and they will lose their broadband connection for a short period (typically around 30 minutes). The engineer will also ask the customer to confirm whether they have received and connected your device to the network and explain that the fibre service will activate automatically once the jumpering work is completed. If the device has not been connected the engineer will ask the customer to do so immediately if they are at home or at the earliest opportunity if not.

Where the engineer cannot make contact with your customer they will attempt to leave a message and will continue to the PCP and complete the job as normal.

On completion they will carry out their normal testing, as per the current processes and will not routinely undertake any work beyond the PCP cabinet. The engineer may also need to contact your customer during the installation if they encounter any issues providing the required service. For example, if they cannot get sync the engineer will attempt to remotely identify any home domain issues through dialogue with your customer.

When the engineer has completed all steps on the PCP Only task (as per the below diagram) they will close the job as complete whether or not sync is confirmed. If your end customer encounters any issues following a PCP Only provide the normal processes should be followed.

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3.7.3 Hot Spares Return to Index The hot spares solution has been withdrawn, due to insufficient volumes making it viable to offer.

3.7.4 Visit charges for no access Return to Index For engineer installation connection variants, our engineer will call the end customer on the appointed day, prior to starting work at the cabinet and won’t begin the job without confirming the end customer is on site and available for the appointment. If the engineer can’t contact anyone or no one is available on site, abortive visit charges will apply and we’ll ask you to make a new appointment for your end customer. We’ll apply abortive visit charges on orders where:

 Our engineer cannot obtain access  No-one with suitable authorisation was present at the premises  Only a child under 14 was available at the premises

 The person available at the premises couldn’t advise where the equipment should be sited  The end customer provided instructions to the Openreach engineer on site which were different to the instructions provided by you  The installation address was unoccupied  The premises were not ready  There were issues with the order, such as: duplicate order, end customer unaware of order, end customer says order cancelled, order not what the end customer requested, incorrect address.

Customer No Access is also known as an end customer missed appointment. In these scenarios, we are directly requesting you to reappoint the order. You will then need to place an appointment amend to confirm the Openreach provided appointment or provide a new appointment.

If an end customer misses an appointment more than once, multiple abortive visit charges will apply for that order.

Even if you subsequently cancel an order, in any of these cases the abortive visit charge and any order amendment charges still apply. Details of the charges are available in section 4.1.6 and 5.2 of the Openreach Price List.

If you place a SIM provide order with us that has the same CCD for both orders, then you should only be charged once for both orders if we are unable to gain access to the premises.

For PCP Only orders where we are not visiting the end customer premises, no abortive visit charge is normally applicable, unless you have cancelled the order after the PONR and the engineer has already picked up the job.

3.8 Supporting GEA-FTTC In-life

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Once a GEA-FTTC line is in life, we have various tools that can be used for monitoring, managing and modifying it.

Openreach does not actively police or reduce service for lines which do not use an Openreach modem and/or a device verified against BT SIN498, however lines supporting these devices may not be able to be correctly faulted or be liable for Time Related Charges.

There are implications on lines where an Openreach modem or CP integrated device is not present: where faults are raised on these, any remedial work undertaken as a result of the Openreach modem (applies to those orders where the Openreach modem was selected pre 31 March 2016) or CP Device not being in situ is subject to TRCs. Likewise the GEA Service Test will only provide a limited set of results for such lines, and services such as Multicast for GEA, which require the set-up and configuration of specific standards/parameters within the modem, may not work correctly if the device used does not fully comply with BT SIN498.

3.8.1 Remote Identification Return to Index This facility allows you to select text to be returned within the Remote ID field to help you manage the verification of your GEA-FTTC Services. You can order it either during the provision process or later, by

means of a modify order. Refer to SIN498 for more detailed information about the formatting of this field, and what will be returned if you do not specify it within the order.

3.8.2 Upstream Quality of Service (QoS) Return to Index

To help you manage an end customer’s upstream data traffic, we have also implemented two priority queues in the upstream direction from the Openreach modem.

If you choose, your router can be set-up to mark upstream traffic as either high priority or low priority, using 802.1p markings, as described in SIN498. Marking important traffic packets in this way tells the Openreach modem to send the important data first through the network ahead of less important traffic.

There is no impact on any other customer when you implement upstream QoS; the markings are used only by that individual end customer’s Openreach modem or CP Device and nowhere else in our network.

3.8.3 Openreach modem in-life Return to Index With effect from 31st March 2017, Openreach will no longer supply replacement Openreach Modems as part of a repair journey. All CPs should ensure that they have alternative devices that can be used.

3.8.4 Network Monitoring and Capacity Management Return to Index We’ve set up a 24/7 Access Operations Centre (AOC) to monitor product performance over the network and proactively manage the restoration of any network element failures. Real-time alarms for issues such as power or line card failures alert us to take immediate action so that we can identify and resolve most issues before they start to affect customer service. Any fault reports that you raise, caused by a proactively identified network failure will be linked to the proactive service restoration activity and be closed in the normal way when the fault is cleared.

Openreach has implemented a downstream Prioritisation Rate (PR) for each of our downstream product bandwidth variants. The PR is a speed to help us manage network capacity during peak times and acts like a variable speed limit where we will momentarily reduce any line that is working above the PR to ensure that everyone gets a share of bandwidth during that peak period. If an end customer’s actual access line sync speed (the Peak Information Rate), is already below the prioritisation rate, their line will be unaffected by any momentary speed reduction that we apply. The three prioritisation rates that we have applied in the network:

Product Bandwidth Variant Prioritisation Rate Up to 18Mbps 6Mbps Up to 40Mbps 15Mbps Up to 55Mbps 20Mbps Up to 80Mbps 30Mbps If the network experiences congestion and needs to implement the prioritisation rate, we will discard any packets of traffic above the prioritisation rate. You can, if you wish, mark traffic coming into our network to help us determine the priority of traffic to drop in this scenario. There are two levels of priority, can drop, and should not drop. This is more fully described in SIN498.

Can drop and unmarked traffic will always be dropped from the congested CVLAN first. Your use of traffic marking for one GEA-FTTC service has no impact at all on traffic for other GEA-FTTC services.

3.8.4.1 GEA-FTTC GigE throughput reporting Openreach actively monitor the performance of the GigE network connecting DSLAMs to the Layer 2 switches to ensure that where possible should not drop packets are successfully carried. This report enables Openreach to assess the health of the network at any time and implement if required any network augmentation to maintain the quality of the network.

Each month Openreach publish the GEA-FTTC throughput report to industry via the monthly Copper and Fibre Products Commercial Group meetings. The report shows whether we have dropped any should not drop (prioritised packets) across the GEA-FTTC GigE network and will list the worst 10 performing links. Each month at the CFPCG, Openreach will update CPs on the report and progress on network augmentation for that link if Openreach has not met the target throughput SLA on should not drop (prioritised packets) for that link– which can be found in the contract or by asking a member of the GEA-FTTC Product Line.

3.8.5 Dynamic Line Management (DLM) Return to Index Openreach uses Dynamic Line Management (DLM) to proactively manage line performance with the objective of achieving an optimised speed based on defined line stability criteria. The criteria are defined by the DLM Stability Policy (referred to hereafter simply as ‘Policy’) associated with the line.

Using DLM, it is possible to adjust line configuration parameters on an individual line basis to achieve (i.e. ‘tune’) optimisation. The key line configuration parameters that can be adjusted include the Error Protection Type (i.e. Interleaving or Retransmission), the Error Protection Level, the Rate Cap and the Target Margin.

The management actions taken by DLM follows its analysis of the performance data generated by the line during its operation. This performance data is only generated when the Customer Premises Equipment (CPE) attached to the line is switched on. If the end customer chooses to switch the modem off for periods during the day (i.e. overnight or during the working day when the household is out at work/school), DLM is deprived of line performance data against which it may otherwise react. This may expose the line to periods of degraded performance – and hence potential CP engagement/faults - should the line subsequently be used during such periods. Hence it is recommended that the CPE be left switched on permanently.

DLM reviews and acts upon line performance data generated between 8pm on one day and 8pm the next day, generally as long as at least two hours of performance data has been reported. The day that a line is installed is a special case: DLM ignores the performance data reported up to 8pm that day on the basis that this may include artifacts associated with the installation (typically an elevated number of retrains associated with line test equipment being used at different points in the network) rather than the subsequent, first-day operation of the line.

When a line is first provided, its configuration parameters (applied via the DLM Line Profile) limit the maximum Downstream (DS) and Upstream (US) line rates so that they do not exceed the limits of the FTTC Product purchased (i.e. 18Mbps, 40Mbps, 55Mbps or 80Mbps DS; 2Mbps, 10Mbps or 20Mbps US). Similarly, the configuration parameters limit the minimum line rate in both DS and US to 128kbps. The line will be provided with a low level of Impulsive Noise Protection (INP) applied to the DS as a pre-emptive measure to protect against errors; whereas no INP is applied to the US.

NOTE: Previous designs of DLM employed a slightly different approach, in that when the maximum line rate allowed in the DS and/or US was reduced, the associated minimum line rate was adjusted to half the maximum line rate. Hence a limited number of lines on the network will be configured in this legacy manner.

DLM employs the Policy to define the line stability criteria and hence the thresholds of management action. Three Policies are provided for use, the appropriate one being selected at the time the line is ordered.

The line performance parameters that DLM monitors are errors in the transmission (both DS and US, being treated separately) and CPE retrain behaviour. DLM divides the time that the CPE was active over the 24hr period (‘uptime’) by the sum of each line performance parameter to calculate a corresponding Mean Time Between (MTB) for DS errors, US errors and retrains. DLM also considers the total number of retrains that occurred over the 24hr period. The thresholds associated with the different Policies are presented in the table. below.

Policy Mean time between errors Mean time between 24hr Retrain Threshold retrains (MTBE) in seconds (MTBR) in seconds Red Green Green Speed 30 300 4200 20

Standard 180 600 8400 10

Stable 360 3600 16800 5

When a line’s performance data exceeds the total retrain threshold and/or the ‘Red’ error threshold in the DS and/or US, DLM will take action to adjust the line’s profile with the intention of reducing the retrains/errors to a level below the thresholds. The specific action taken depends upon the current line configuration but can involve one or more of the following changes (in priority order): increasing the Target Margin, increasing the applied Error Protection Level, or lowering the maximum line rate in the DS and/or US.

When a line’s performance data exceeds the ‘Green’ error thresholds in the DS and/or US, DLM will take action to adjust the line’s profile with the intention of increasing its performance. Again, the specific action taken depends upon the current line configuration, but can involve one or more of the following changes (in priority order): lowering/removing the applied Error Protection Level, increasing the maximum line rate in the DS and/or US or lowering the Target Margin.

When a line’s performance data falls between the ‘Red’ and ‘Green’ error thresholds in the DS and/or US, DLM takes no action: such lines are considered to be ‘Amber’ – i.e. the performance is not poor enough for DLM to take corrective management action on, while at the same time being not good enough for DLM to take restorative management action on.

If, during the life of the GEA-FTTC service, the bandwidth variant is modified to a higher speed, the response depends upon that status of the circuit at the time the modification was requested: • If DLM had not restricted the circuit’s rate below the old product rate (i.e. the line rate was ‘uncapped’), the new product rate is applied immediately: • If DLM had restricted the circuit’s rate below the old product rate (i.e. the line rate was ‘capped’), DLM will be allowed to manage the increase in the circuit’s rate, should the circuit prove capable of operating within applied stability levels at higher speeds.

In either scenario, the error protection type and level will be maintained in both the uspteam and downstream.

The performance data generated by the entire deployed FTTC network is examined once every 24hrs to identify the impact of electrical storm activity. Electrical Storms cover a limited geographical area (typically ranging between a few square miles to a few thousand square miles) for a limited period of time (typically ranging between a few minutes to a few hours) and induce an elevated level of errors in the transmission during this period for all lines in this area. These elevated errors can cause DLM to take management action, but are caused by a common external event rather than the per-line events that DLM is intended to address.

To prevent DLM responding to the impacts of electrical storms, analysis is performed to identify Exchange Areas in which groups of FTTC lines report a common, elevated error rate in the DS during a common 15-min period(s): each Exchange Area/15-min period combination that displays an elevated error rate is referred to as an ‘exchange error’. Should the number of exchange errors identified during a 24hr period exceed 2,000, DLM processing is proactively disabled to prevent DLM from applying unnecessary management action.

3.8.5.1 VDSL-Retransmission (G.INP Standards)

Return to Index VDSL Retransmission is an error correction technology that works on the VDSL layer (i.e. between the DSLAM and the end customer’s modem), also known as G.INP, designed to protect the performance and stability of DSL systems in the presence of electrical impulse noise. The capability has been rolled out on the Huawei infrastructure and is available as part of DLM’s algorithms to place on a line, replacing the previously used interleaving capability. The capability continues to be evaluated for ECI .

3.8.5.2 DLM on test lines

Return to Index Where a Communications Provider wishes to use live lines for testing purposes a static line profile could be necessary. In these scenarios DLM may be undesirable. Where this is the case you may contact your customer relationship managers to request that DLM is deactivated on these lines and if desired a specific line profile is applied, subject to the following restrictions:

 Lines must be used solely for test purposes in a test facility, this process cannot be used for customers lines  No more than 0.02% of your lines base can use this process  Each line may have a maximum of 10 different profiles per year  If a line is ceased it will be removed from this process  A minimum of 4 weeks’ notice must be given to request lines are removed from DLM or request profiles are fixed / changed  This process is operated on reasonable endeavours basis and Openreach may refuse or delay orders if necessary to manage demand.

3.8.5.3 Amend DLM Profile Functionality

Return to Index Formatted: Font: Not Bold, Not Italic, Highlight The Amend DLM Profile functionality allows you to request a DLM reset on any service that you own (determined by DUNS ID). Requests can be made at any time of day via Portal or B2B.

You will need to register and pay a one-off charge to access the service. There will be no ongoing usage/transaction charges. Please contact your sales and relationship manager for details.

This capability should only be used after you or your customer has made a significant improvement to the copper path, the line is currently capped significantly below what it can now achieve and you would prefer not to wait for this optimisation to occur naturally. It will drop the connection and reset the profile to the default for that product. It is vital to note that your customer may experience sub optimal stability/throughput for a period of days after this as the line stabilises again so it is essential that you and your customer are aware of this.

Where a fault is reported to and resolved by Openreach this reset is automatically applied where appropriate and there is no benefit in requesting a reset in this scenario.

3.8.6 Super-Fast Fibre Access “Real Time” Data Formatted: Heading 3 

We provide access to a portal tool to help you track key DSL parameters to support those of you offering applications across the network that heavily rely on the stability of the line, such as linear TV. This tool allows you to check an individual line for the following parameters:

 code violations  errored seconds  severely errored seconds  unavailable seconds

This information is available via the Openreach portal under “Super-Fast Fibre Access Real Time Data” and requires the input of the OGEA reference number and a specific date to check for the information. Only customers of Openreach may access this information.

This is an inventory check using Openreach’s ‘Yukon’ inventory system and allows access to 24hrs worth of performance data on the chosen end customer’s line. As this is a historical inventory check, there is a 4hr delay in updating the information.

The results can be used for diagnostics when checking for quality related issues. In order to improve the stability performance of the line, a DLM policy change can be made to enable the line to achieve the required error performance. See section 3.8.5 above for further information about DLM policy error thresholds.

3.8.7 Modifying an GEA-FTTC Circuit Return to Index

In the event that you or your end customer wish to modify elements of the installed GEA-FTTC service, you may do so by placing a modify order. You can modify parameters such as, the product bandwidth variant, the DLM policy, the service maintenance care level. (We offer a bulk modification process for some parameters, see section 3.8.8)

Note that there is a charge for such modifications, details of which may be found in section 5.2 of the Openreach price list.

Within 90 calendar days of installation, if the service is not performing to the speed that we estimated at the point of sale or installation (in the case of SIM provided services) you may request a free modification to a lower product bandwidth variant, if that is your / your end customer’s preferred option for rectifying the situation. You may also cease the service if it is underperforming; see section 3.10 below, for details.

3.8.8 Modifying VLANs Return to Index Moving a GEA-FTTC service across VLANs is a modification described within the GEA Cablelink Business Process guide. The following moves are supported:  Move to a new SVLAN ID on the same GEA Cablelink  Move to a new SVLAN ID on another GEA Cablelink  Move to another GEA Cablelink keeping the same SVLAN ID

And the following tagging is supported:  Double tagged to double tagged  Single tagged to single tagged (GEA Cablelink 1 to GEA Cablelink 2, only)  Single tagged to double tagged  Double tagged to single tagged (GEA Cablelink 1 to GEA Cablelink 2, only)

Moves to new GEA Cablelinks are only supported on the same Layer 2 Switch and both GEA Cablelinks must be owned by the same CP.

Only the outer VLAN tag (S-tag) can be changed; CVLAN tags are allocated by Openreach and will change if there is a clash at the destination SVLAN.

Charges for VLAN moves can be found in section 5.2 of the Openreach price list.

3.8.9 Billing Return to Index

We will bill you for connection charges in the month after installation, and charge for rental by the month, in advance, including any broken period rentals from the time of installation.

We issue quarterly invoices detailing the connection and rental charges payable.

Event charges are described throughout this document where they are applicable. Further, TRC event charges are described in the TRC event charging policy document in the Services section of the Openreach portal.

3.8.10 Bulk Modification Tool We offer a bulk modification tool for some parameters on our GEA-FTTC product. This can be used to place bulk orders for; Product Bandwidth, DLM Policy and Service Maintenance Level modifies.

For Bandwidth modifies, using ether the singleton or bulk process, the DLM profile will be reverted to either a default Interleaving or default Retransmission profile. The circuit will then go through a DLM stabilisation period as would be applied to a new provide.

You should contact your SRM to discuss whether the use of the bulk modification tool is the best approach. This will help avoid any potential negative impacts of placing large volumes of single orders on Openreach systems.

Our FTTC bulk modification tool only allows you to move to a higher bandwidth speed.

The use of the GEA-FTTC bulk modification tool is subject to the following criteria:

• All CP data is confidential and will not be shared with industry.

• Capacity will be maximised where possible and you have a responsibility for fair usage of your allocation.

• We may ask the OTA to assist in resolving points of contention regarding fair and reasonable allocation.

• Clear understanding of start dates – to aid with accurate planning

• Openreach will manage the daily allocation and confirm to you in your migration plan after lockdown

Full details of the Bulk Modification and registration process can be found here; https://www.openreach.co.uk/orpg/home/products/serviceproducts/bulkmodifications/bulkmodifications.do

3.9 Investigating / raising faults on GEA-FTTC

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When you initiate a GEA Service Test on a GEA-FTTC service, multiple parameters are captured and assessed to determine if there is an anomaly on the service in real time.

The key symptoms that reveal themselves to end customers when there is a fault on the line are slow speed and line stability. Often, these symptoms appear intermittently when, for example, there is congestion on the network, or if the applications that they are running require more stability than the DLM policy is currently providing them.

As such, many reports of speed or line stability issues are not actually faults, but temporary issues which naturally occur on a contended DSL network.

Our GEA service test is designed to identify stability issues for additional Openreach diagnostics and investigation on the following basis:

 If the number of errored seconds exceeds a number set for the DLM Policy for the service in the last 15 minute period: - 120 for Speed - 60 for Standard - 30 for Stable

 If we run algorithms on services that are in sync and we see a problem likely to be capable of resolution within the Openreach domain, then we take action with a “fail” and accept in a fault. If we can’t see a fault (errors etc.) it may be that DLM has managed the line.  Please note current speed, speed relative to previous speeds, and speed relative to eMLC estimates can be impacted by many conditions and is not considered to be a reliable guide that the condition is likely to be capable of resolution within the Openreach domain.

Please note that the GEA Service Test does not accept faults purely based on their line rate nor does it use the eMLC prediction to accept faults.

In the vast majority of cases these thresholds will pick up instances where the actual line speed has dropped by 25% over the previous 14 days. On those occasions where such speed drops return a Test OK it is likely that the cause is beyond our network and an outcome code will give an indication of the issue. You may choose to deal with these yourself or raise a Super-Fast Visit Assure. On the occasions where an undetected network issue is identified on a Super-Fast Visit Assure the fault will be closed with a network clear and the charge waived

If the line characteristics identify that the line has degraded, we’ll take further action to attempt to remedy the problem, for example, checking for any new physical line faults. If there is nothing that we can do to correct the line degradation after we’ve investigated the service, we’ll tell you this, amend the actual achievable line speed on our systems, and close the fault.

Our CP Test & Diagnostics Handbook provides further information and guidance on support testing and diagnosing issues on GEA-FTTC lines.

3.9.1 Service Harmonisation Maintenance Levels (ML) Return to Index Where the fault report from the GEA Service Test indicates that there is a problem at the end customer’s premises, you must make an appointment when submitting the fault. GEA-FTTC employs Openreach Service Maintenance Levels for appointments and these are set out in the Service Maintenance Level Product Description

3.9.2 Right When Tested (or Line Test OK) Return to Index Where our GEA Service Test indicates a potential problem with the line, as in the situations described above, you would raise an FTTC1 fault. However, in the event that the GEA Service Test returns a “right when tested” (Line Test OK) result, but you would like us to investigate a particular issue on the line; you may raise a request with us using the FTTC3 fault reporting service. This fault type indicates a Superfast Visit Assure product which enables you to get an engineer visit to the End customer premises to perform further diagnostic activities on the line. See section 5.6 for more information.

3.10 Ceasing a GEA-FTTC Service

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You may submit an order to cease the GEA-FTTC on receipt we will stop the line unless it is being reverted to ADSL. See section on Stop-Start, section 3.6.8

Where the line is being reverted to ADSL the cease is not appointed and consists of two parts:

 the re-jumpering of the copper D-side back to the copper E-side (refer to section 7 for a diagram)  the cease of the asset within our EMP systems

The GEA-FTTC asset is only notified as being ceased when the physical re-jumpering process completed. In this way, we ensure that any migration from GEA-FTTC to MPF or SMPF is completed without the end customer losing broadband connectivity. We tell you the date we will complete the cease activity as part of the KCI-2 message we send you for the cease. It’s important that you confirm this date in your customer communications. We will not stop billing you for the service until the point at which we provide the KCI-3 of the cease.

While the GEA-FTTC jumpering remains in place, the end customer will be unable to receive standard ADSL broadband delivered from the local exchange because the DSL filters in the cabinet filter out the ADSL signal. Please see section 3.10.2 below for more information about the end customer experience when ceasing their GEA-FTTC service.

3.10.1 Underperforming Lines Return to Index If a line speed degrades to the point of being significantly lower than the speed estimate provided at the point of sale (and it meets the criteria for underperforming lines set out below) it may be ‘handed back’. If the handback occurs within 90 calendar days of install, the connection, rental and cease charges will be refunded and any early termination charges will be waived automatically. You may also handback valid lines between 91 and 365 calendar days from the date of install but such requests will have to be submitted to your Business Manager for manual processing and only the cease charge will be refunded.. We will not reimburse any event charges you may have incurred as part of the provision or investigation process.

Criteria for handback within 90 calendar days (auto handback) Ceased within 90 calendar days of install On the DLM Speed or Standard policy A Line test Ok within 14 calendar days prior to cease with no indication of copper or end domain issue The sync speed of the line must be below the relevant handback threshold (10th percentile), Range A for lines installed as MI or Range B for lines installed as SI, downstream values provided at Point of Sale.

Criteria for handback between 91 and 365 calendar days (manual handback) Ceased between 91 and 365 calendar days of install As above The following information should be provided with your submission. OGEA Ref

Install Date PoS Range B Speed estimates Test Ref and outcome Cease date

We provide the Range A and B Handback threshold on eMLC. We also provide files containing the speed ranges to allow you to manage your handback policy with end customers. These will be stored in the NGA Secure Area of the Openreach portal. See example below which shows the handback speed of equal to or less than 16.19Mbs for a line with a PoS Range B combination of 20Mbps Bottom and 35Mbps Top downstream speeds.

RangeBHandbackDowns RangeBBottomDownstre RangeBTopDownstreamData treamDataBandwidth amDataBandwidth Bandwidth 16.19 20 35

You will need to reorder SMPF products that existed on the line before the provision of GEA-FTTC, if they are still required. Standard SMPF charges would apply.

3.10.2 Home network considerations when ceasing FTTC Return to Index

If an end customer no longer wishes to have GEA-FTTC in their home, they should switch off the Openreach modem and set it aside in case they take the product up again in the future. The Openreach modem is not compatible with exchange-based broadband services delivered over MPF or SMPF.

The modem is classed as electrical or Electronic Equipment so should not be thrown out with normal household or commercial waste. BT will accept Openreach modems for reuse or recycling and you should contact a member of the GEA-FTTC product line if you have recovered a quantity of Openreach modems to your distribution warehouse from which we can arrange for the devices to be returned to our supply chain.

If you do not offer a WEEE recovery service to your end customers, they should be instructed to recycle the Openreach modem at their nearest civil amenities or household waste recycling centre, as required by the Waste Electrical and Electronic Equipment (WEEE) Directive (2002/96/EC).

If an end customer plans to take up an SMPF service, it is not necessary to remove the SSFP or data extension wiring. Instead, the ADSL modem/router may be plugged directly, without an additional ADSL microfilter, into the data extension or SSFP.

It only becomes necessary to remove the SSFP if the end customer wishes to make use of an alternative voice extension socket elsewhere in the premises to deliver the broadband signal. In this case, the removal of the SSFP is straightforward:

 Unplug the data extension wiring from the top of the NTE5 (if installed)

 Unscrew the front cover of the NTE5

 Lift off the SSFP, being careful with any wires inside

 Find the shorter front cover screws – they should be in the recess of the NTE5. (If not, most hardware shops stock suitable screws)

 Screw the front cover back into place

 Plug a microfilter into the front plate

 Plug a microfilter into any other extension telephone sockets that you have.

If an end customer mistakenly attempts to follow the instructions for installing an ADSL service using a distributed microfilter while the SSFP is in situ, they will not get a connection because the SSFP will have split the data signal to only be delivered through the SSFP port and not through the voice extension sockets around the home.

3.10.3 Managed ceases Return to Index

As GEA-FTTC is only available as an overlay service where WLR or MPF exists, a managed cease allows us to ensure that it happens at the same time as any WLR or MPF stop or cease. We send the cease notification when we receive the order triggering the managed cease from the WLR or MPF workflow systems within EMP and will make sure that it takes place on the CRD of the original order.

Where GEA-FTTC is ceased within the contract period, we’ll charge for the remainder of the term, known as the Hold to Term (HTT), or Early Termination charge. This will be in addition to the standard cease charge. A managed cease of GEA-FTTC due to a broadband migration is also possible and won’t be charged, as follows:

Broadband Cease HTT Cease Scenario migration? Chargeable? Chargeable? MPF+FTTC (CP1) to MPF (CP2) N N Y (CP1) WLR+FTTC (CP1 / 2) to MPF (CP3) N N Y (CP2) MPF+FTTC (CP1) to WLR (CP2) N N Y (CP1) WLR+FTTC (CP1 / 2) to SMPF (CP 2) Y Y Y (CP2) WLR+FTTC (CP1 / 2) to SMPF (CP3) Y N Y (CP2) WLR+FTTC (CP1/2) to WLR or Y N N MPF+FTTC (CP3) MPF+FTTC (CP1) to WLR+FTTC Y N N (CP2) Ceasing the underlying MPF or WLR N Y Y FTTC CP-initiated cease N Y Y

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4. Compatibility GEA-FTTC is incompatible with the following products:

 ISDN2e  ISDN30  ISDN30DASS  Broadband provided over SMPF or MPF  MPF data services including:  Feature Net Classic and  Simultaneous Digital Subscriber Line (SDSL)  Feature Line Classic  Hot sites  Multi-line Public Switched Telephone Network (PSTN)  Direct Dialling In (DDI) lines  GEA-FTTP  Exchange-only lines (where no Openreach cabinet exists between exchange and end customer premises)  Ship lines  Telecommunications over Passive Optical Network (TPON) lines.  Broadband Enabling Technology (BETS)  Sub-loop unbundled lines

Incompatibility with Feature Net and Feature Line is on the basis of lines where the underlying copper is “Classic” and not supported on the Openreach Equivalence Management Platform. Feature Net and Feature Line services delivered over WLR3 or MPF lines are not Openreach products and compatibility should be confirmed with the supplier of these services.

Where applicable, these products must be ceased or converted before a new GEA-FTTC order may be added to the underlying copper WLR or MPF line. End customers on a DACs line may be compatible with GEA-FTTC. If only one customer exists on the DACS an activity is created to remove the DACS. If both channels are in use a new pair will be allocated and an activity created to reroute the service. If both channels are in use a planning activity is created to provide relief and KCI2 will be delayed. The de-DACs activity is tasked separately to any FTTC appointment.

Return to Index 5. Enhancements Openreach is pleased to offer a number of useful value added services to assist you with various aspects of managing your GEA-FTTC services. There may be an additional charge for these services.

5.1 Managed End Customer Pre-Appointment Calling (MEUPAC)

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From time to time you might require that an end customer appointment be brought forward from its original customer required by date (CRD), and/or from its standard lead time. You may wish to attempt to bring the order forward, for example, if delays in order processing or system glitches have affected the smooth delivery

of an order to us which will result in a different appointment date than agreed with the end customer (because, for example, the appointment reservation has expired).

You may attempt to find an expedited appointment either after you have received the order confirmation (KCI2) or, if, for example, you are reworking an appointment as in the example above, directly at the point of placing the order.

For point of sale expedite, you notify us of your agreement to accept the additional fee for an expedited appointment by indicating this within the order journey; there is an Expedited Appointment field for you to complete.

For expedites requested after KCI2, your use of the expedited appointment book, and our acceptance of the order amendment are your acceptance of the additional expedite charge.

Expedite charges may be found in section 5.2 of the Openreach price list.

The earliest possible date for an expedited appointment could be the next working day, if the request is placed before 2PM, and assuming the minimum order lead time has already passed (i.e. that the network activation elements of the order can be processed and an installation appointment would be successful).

An attempt to expedite to the same day is not allowed by the systems, nor will the expedite request be accepted if the order involves any survey, TMA, or reactive build,

We’ll also reject expedite requests where the expedited date is the same as the original date and if there are any conflicting open orders, such as a previous request to expedite the order.

When we process your expedite request, our Service Management team may need to contact you to discuss your requirement and agree an appropriate appointment slot with you before progressing the request.

5.95.2 Flexible and More Focused Appointments Formatted: Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned Return to Index at: 0.63 cm + Indent at: 1.9 cm

We provide flexible appointing functionality for GEA-FTTC. This service allows you to book early morning (7- 8 am) and early evening appointments Mondays to Fridays and Saturday AM and PM appointments.

We also offer more focused appointments, particularly useful for businesses which do not have anyone on- site before 8am. These more focused appointments have an engineer arrival on site time between 10am and 12pm or between 2pm and 4pm.

The following limitations apply:

 Flexible Appointments cannot be requested on Amends / Point of Sale Expedite / Expedite Amends o If you have an appointment on Sat, it cannot be amended / expedited to the following Saturday o If you have an appointment on Saturday, it cannot be amended / expedited to an Early Morning or Evening slot on Monday – Friday; only Monday to Friday AM and PM slots will be available for flexible appointment amendments.

This is due to a limitation with our system; it considers weekends & bank holidays as holidays and does not allow amendments to be scheduled on holidays.

There are additional charges for these services and details, including specific hours associated with each of the slots, can be found within the Service Products area of the Openreach Portal and section 4.1.4 of the Openreach price list. Furthermore, there may be additional Abortive Visit Charges liable if the end customer misses the appointment or it is cancelled after the point of no return.

5.105.3 Order and Fault Tracker Web Service Interface Formatted: Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned Return to Index at: 0.63 cm + Indent at: 1.9 cm

An electronic interface to enable you to access the notes associated with NGA orders and faults directly within your management platforms, without having to specifically log into the Openreach portal is available to you. This service is known as the Order and Fault Tracker Web Service Interface.

A fair usage policy has been put into place for accessing the data through the Web Service Interface, access through the Openreach portal is not subject to this fair usage policy.

The fair usage policy has two main parts: a reasonable usage quota, and a right to suspend service in the event of excessive over usage.

Reasonable Usage Quota: For each product whose data is available through the interface, we’ve set a reasonable usage quota. For GEA-FTTC, the quota is the equivalent of:  1 check per order and 2 checks per fault.

On a monthly basis, we will count the number of orders and faults you have placed with us and multiply that by the number of allowed checks per order and per fault. That is your monthly reasonable usage quota for that month. We calculate the quota for faults separately from the quota for orders.

The monthly quota for orders and faults is on a per product basis and we will not carry over any unused amount from one month to the next.

If you exceed the reasonable usage quota, we will charge you for every transaction over the monthly quota.

Pricing for the Order and Fault Tracker Web Service Interface can be found in section 5.4 of the Openreach price list.

Excessive Over Usage We reserve the right to suspend your usage of the Order and Fault Tracker Sentry Web Service Interface on any day when we find that your usage is so high it threatens to prevent our other GEA-FTTC customers from making a reasonable number of checks. However, we don’t expect to need to do this, given the system capacity that we have available.

If this happens, you will get a system response to tell you why we rejected your order or fault tracker request.

You can refer to our launch briefing note about the Web Service Interface on the Openreach portal.

5.115.4 Daily Value Add DSL Data

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Value Add DSL Data is made up of various data parameters that provide information on the GEA-FTTC service. The primary purpose for this data is to help you identify whether an end customer’s line performs to the necessary stability standard to support IP Linear TV.

The data will be made available on a daily basis (by 0800 hours), and will be available to you on an opt-in basis. The file will be a bulk file accessed via the DEDs / SDEDs system, a file server that is access controlled allowing Openreach to share different files with different GEA-FTTC customers.

The file can be downloaded as many times as necessary and the information in the file will show information on all of your live end customers, this is not configurable.

The parameters that we share in the file are:

 Total 24hr Errored Seconds (d/stream)  Total 24hr Unforced Retrain Count  Total 24hr Errored Seconds (u/stream)  Total 24hr Full Initialisations  Total 24hr Severely Errored Seconds (d/stream)  Total 24hr Failed Initialisations  Total 24hr Severely Errored Seconds (u/stream)  Line rate (d/stream)  Total 24hr Uptime  Line rate (u/stream)  DSL profile name

If you have further questions please speak with your Sales and Relationship Manager in the first instance.

5.125.5 Superfast Visit Assure (FTTC3) Formatted: Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned Return to Index at: 0.63 cm + Indent at: 1.9 cm

What is it? - A chargeable appointed engineering visit to investigate the line at the end customer’s premises.

When do I Order? - When your end customer believes their line is not performing as you or they might expect but the GEA Service Test is not indicating a fault on the line and returns a “Line Test Ok” result.

What do I order? - You raise a request with Openreach using the FTTC3 fault type within our fault reporting dialogue services and the Openreach portal.

What do I get? - You get an investigation of the line starting with an appointed engineer visit to the end customer’s premises. Appointments will normally be offered in line with underlying maintenance level of the service.

What’s involved? – The activities carried out will be determined by what the engineer finds at the end customer’s premises. The activities carried out may include;

. Review the end user’s set-up, making sure the Openreach modem or CP device and end user computer are physically connected correctly. . Ensure the devices are powered and syncing as expected. . Check the wiring and connections and replacement of NTE where required and offer to install an SSFP and

data extension wiring if not already present. . Review the Openreach wiring inside and outside the home for anomalies . Check sync speed at the master socket and Openreach modem.

What Tests will the engineer carry out? – The engineer has various test capabilities available to the engineer which the engineer may deploy as appropriate to aid the engineer’s investigation.

- Pair Quality Test via his hand held device to determine the copper line meets the standard. - GEA Service Test either via i-phone/laptop Fast Test 2 or via Eclipse via engineer’s Butt or EU phone– to test for service prevention performance and correct path. - DSL Test – Supplements the service Test if required. Scripted test will measure the level of erroring over a period of time. - Test on closure – which has to be run either by engineer or NEO prior to submission of a KCI3. The CP will only get KCI3 if line test is OK.

What feedback will I get from the visit? – The engineer will log a clear code and will complete a checklist and supporting engineering notes to describe what he did on the task.

When will I be charged? Charges as set out in section 3.7.4 of the Openreach Price List will always apply unless;

- The visit is cancelled prior to the PoNR of the scheduled visit. See section 5.2 of the Openreach Price List for current pricing. Abortive Visit Charges as described in section 3.7.4 above also apply in the event of site access being unavailable. - There is service affecting fault within the Openreach domain, - There is a line condition within 28 days of a Managed Install and if it is clear from the repair engineer’s notes that a line condition existed which should have been fixed as part of the provision activity (e.g. a bridge tap). This will be picked up by the Billing Interrupt process. This will not apply to Self-Install Lines where no end user visit took place on provision.

5.135.6 CP Device Modem Conformance Testing Formatted: Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned Return to Index at: 0.63 cm + Indent at: 1.9 cm

The CP device must be validated as conforming to the mandatory requirements of BT SIN 498 by undertaking the tests specified within the SIN. Openreach have made available a modem conformance test facility which CPs, who directly consume GEA-FTTC service from Openreach, may use to verify a CP device. The key objectives of modem conformance testing (MCT) are:

 To ensure that devices connecting to the BT network do not cause network harm which would impact other users of the network  To verify that the parameters being fed by the modem into the BT network are correct.

We count a CP device as any unique piece of hardware and firmware. A change of firmware would count as a new device for the purposes of testing.

If you have a device that you’d like to have verified, you should speak with your technical engagement manager or sales and relationship manager who will provide the submission details and put you in touch with the test team.

If you are a reseller or CPE Vendor and wish to have your device verified against BT SIN 498, please speak with your GEA-FTTC service supplier in the first instance who can engage with us on your behalf or recommend a 3rd party test house, if available, for development testing/verification, if available.

Further detail about this process is included in Schedule 2B of your GEA contract with us available from the Openreach portal.

5.7.1 Modem Conformance Test Forecasting If you wish to make use of Modem Conformance Testing by Openreach must provide an annual rolling forecast every six months to your sales and relationship manager indicating approximately when they require devices to be verified. Openreach will use this forecast information to book test slots so that you can plan to have reference devices and firmware available by the start date of the test slot.

5.7.2 Gatekeeper Testing Return to Index

Every device submitted to the MCT will undergo a gatekeeper test. This test will ensure that the device meets the minimum quality specification to go through MCT. This has been implemented due to the high volume of common issues seen on devices, causing them to fail.

The gatekeeper testing will take place across 1 day and you will have 2 chances to receive a pass. The first test will be on the Monday 2 weeks prior to slot start and the second will be on the Friday of the same week. If a device fails on the second slot, Openreach may decide to allow another of our GEA-FTTC customers to use the existing MCT slot.

5.7.3 Device Submission Return to Index

As soon as available, but no later than the Friday prior to the first gatekeeper slot, you need to provide the hardware and firmware that they need to have verified. There is a MCT Formwize request that must be submitted which asks questions about the capability of the firmware that you want us to test. The Formwize also asks who the key contacts are that we should plan to engage with through the process. Finally, we require you to upload (in English), a copy of the device release notes providing the full capability of the firmware code.

It’s important that you don’t just provide us with release notes that detail the things that might have changed from an earlier version of code to the latest version of code; we need the full code history so that we can understand what the device is capable of so that we don’t waste time trying to test something that hasn’t yet been enabled.

If you’re submitting for test a firmware upgrade to an existing piece of hardware, then we’ll need the exact instructions for obtaining the firmware from your File Transfer Protocol (FTP) site (if it’s too big to email) and actually uploading it to the reference hardware you’ve previously supplied. Furthermore, this information will be used to understand whether MCT is required for the device.

5.7.4 Device Testing

You can see all the details of the testing we undertake in BT SIN498, it is imperative that the SIN is thoroughly read and understood prior to submitting a device. The testing takes four weeks to complete. We’ll need four sample devices so that we can run multiple tests in parallel to keep the test window as short as possible.

During the test window, you will receive an interim test matrix showing what tests we’ve done and what’s in progress. Openreach will always undertake all testing on the device and supply the necessary information on failures and supply either a Full Pass, Conditional Pass or Failure based on the level of issues and severity seen. At the end of the testing, if only minor issues have been found, we’ll provide a conditional pass so that you can run any live trials you may want before re-submitting a firmware that fixes the minor issues. We will usually limit the number of devices that can be put onto the live network with the conditional pass firmware and we’ll expect you to upgrade those devices when you’ve got firmware that fixes the minor issues.

5.7.5 Openreach Modem Bank Return to Index

Devices which have been through the MCT process and passed with no issues will normally be inducted into the Openreach Modem Bank for use as reference devices whenever Openreach introduce a change to the BT network. Openreach will arrange for the reference devices to be regression tested against the change so that we don’t risk a particular set of customers losing connectivity as a result of a change we make.

If changes are made to the CP device and the CP wants to make sure those changes are reflected in the reference devices that Openreach holds, they should re-submit the device for a re-run through the modem conformance test process so that it can replace the old reference device.

Openreach’s modems will always be part of the Openreach Modem Bank and we’ll include up to 48CP devices, too. We want to make sure that the devices in the Modem Bank represent the modems that are actually in the live network and we’ll ask CPs whether the devices they give us to test should replace one of their other devices in the modem bank or are additional to the other devices in the modem bank. If the modem bank is full, we’ll identify less used devices and discuss options for those of our GEA-FTTC customers using those devices. It may be that our GEA-FTTC customer or a 3rd party test house perform the regression testing of those devices themselves, or that they simply are not regression tested.

5.7.6 Openreach Network Regression Testing Return to Index

The BT network has equipment from two different suppliers. Each of those suppliers delivers changes to their network components about twice per year. Openreach regression tests all those changes to make sure they don’t introduce problems and to make sure the functionality delivered works properly.

We’ll regression test the changes against whatever devices are in the modem bank when we receive the new firmware from our suppliers. We’ll tell you when we’ve received the new firmware what’s in it and what our test and roll-out plan looks like so that you can make your plans for any performance testing you might want to do additional to our regression testing. Devices that have started being tested but have not yet been passed into the modem bank will need to be resubmitted for verification against the new network firmware once the network firmware has been validated and passed to the teams for deployment.

If while Openreach is regression testing a network change, we find a problem or observe a difference in device behaviour, we’ll put a call in with the contacts identified for the device to discuss what we’ve found. We won’t pass the network upgrade for deployment if the issue is major, and if it’s a minor issue we’ll only pass the upgrade to deployment if we’ve agreed a fix plan and let you know about it.

5.7.7 GEA End to End Performance Test Facility To help support the modem conformance testing and general GEA service testing, Openreach has arranged for a dedicated test room with secure test rooms to be built at Adastral Park in Ipswich. This facility provides live access to all the variants of the BT network so that you can verify their services and troubleshoot issues in a contained area without fear of causing network harm to live users. The facility has all its own dedicated network elements.

CPs who want to use the facility must order GEA Cablelinks to four Layer 2 switches, one each for the Live and Live+1 networks for each of BT’s suppliers as well as live GEA-FTTC services.

More information about booking time and space in the facility and placing orders into the facility is available in the user guide available from the Customer Test Services page of the Openreach portal. No additional facility fees are chargeable, but separate conditions of use apply which may also be found on the same Openreach portal page.

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6. Product lead times Formatted: Outline numbered + Level: 1 + Numbering The content of the following table is provided for information purposes only. All times provided are indicative Style: 1, 2, 3, … + Start at: 5 + Alignment: Left + Aligned at: 0.63 cm + Indent at: 1.27 cm and subject to variation and commercial agreement:

Order Order sub-type Scenario description Minimum lead time type

GEA provided on a line 5 working days New provide (WLR2, involving a visit to the end Provide WLR3, Retail Classic customer’s premises to fit an (dependent on availability or MPF must exist) SSFP and active NTE of appointments)

GEA provided on a line without PCP Only New provide as visit to the end customer’s 5 working days. Provide above. premises.

Migration from SMPF Migration from SMPF to GEA. Under NoT 10 working (WLR2, WLR3 or The GEA provide order will Provide days (dependent on Retail Classic must instigate a managed cease of availability of exist) SMPF appointments)

5. PCP Only Migration from SMPF As above. Provide as above Under NoT 10 working days

5 working days Same CP re-grade from SMPF Provide Migration from SMPF to GEA service (dependent on availability of appointments)

5 working days PCP Only Same CP re-grade from SMPF Migration from SMPF Provide to GEA service (dependent on availability of appointments)

Change of CP only, no end Under NoT 10 working Migration GEA migration customer visit required days

10 working days (based GEA Provide or Change of CP for both the Provide or on the prevailing Migration as copper and the GEA service, “Double consumer switching rules, described above at including “Working Line Take Migration” not a resourcing the same time as a Overs” constraint). migration of the

underlying copper service

Change Service Modify Change fix times 1 working day Maintenance Level

Change the downstream or Re-grading of Modify upstream speed of a specific 1 working day bandwidth variant line

Activation (if not requested at Modify Remote ID original provision) or 1 working day modification of remote ID

GEA VLAN Modify Change the handover port 1 working day configuration

Modify VLAN Move Change the VLAN 1 working day

Cancellation or amendment of Before 18:00 on the Order cancel or provide or modify orders working day before order Cancel amend target date (i.e. 1 working day before jumpering)

Cancellation of managed cease (with cessation reason of Before 18:00 on the Cancel Managed Cease ‘Broadband Transfer’ only) to working day before order Other cancel ‘Cancel Other’ a migration target date subject to General Conditions

CP-initiated cease of the Cease Cease 3 working days service at the cabinet

Time-out period for non- Unmatched orders For SIM2 120hrs after progressed orders order is received.

Please note that we estimate all lead times on the basis that the day the order is entered is considered day zero, and all our calculations exclude weekends and bank holidays. For example, where we quote a four-day lead time if we accept an order from you on a Friday we’d expect to deliver the product on the following Thursday.

Orders placed on a Saturday, Sunday or bank holidays are progressed as if they were received on the next working day. For example, an order placed on a Saturday would have the following Monday as its “day 0” for validating the minimum lead time for the order.

Likewise with modify orders, if we receive the order and get it to KCI-2 stage by 23:59 on a Thursday, it will be delivered after 00:01 on Friday; however, if we receive the order by 23:59 on Friday, it will be delivered after 00:01 on Monday.

We may take until 23:59 on the CCD to complete the activity and issue the KCI-3 message.

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7. Network Formatted: Outline numbered + Level: 1 + Numbering A diagram of the GEA-FTTC network infrastructure: Style: 1, 2, 3, … + Start at: 5 + Alignment: Left + Aligned at: 0.63 cm + Indent at: 1.27 cm

From left to right, you can see:

 Multiple CPs connected, via our GEA Cablelink product, to the Layer 2 switch at the Point of Handover (PoH) within the local exchange.  From there, multiple fibre optic cables (in blue) feed out to the local DSLAMs (Digital Subscriber Line Access Multiplexer) positioned near by the local street cabinets (PCPs, Primary Cross-connection Points).  The black “D-side” (Distribution-side) copper cable runs from the PCP to the end customer’s premises and finishes up at the master socket, also known as Network Termination Equipment version 5 (NTE5).  Here, a Service Specific Front Plate (SSFP) may be used to filter the data signal from the voice signal so that their respective noise will not interfere with the performance of the other.  Finally, an Openreach or CP provided VDSL modem is connected to the SSFP to deliver the Generic Ethernet Access Data. If an Openreach modem is used, the CP plugs in their router (not pictured) to LAN port 1 of the modem to delivers IP (Internet Protocol) layer services to the end customer’s devices.

GEA-FTTC cannot currently be used to provide faster speeds and services over exchange only lines where the D-side copper runs directly from the local exchange to the end customer’s premises.

Only one data overlay service can be ordered per copper line (sometimes called a copper bearer). For this reason, only one CP will be able to rent the overlay access at any time. If an end customer requires multiple GEA-FTTC services, multiple copper bearers may be ordered to the same premises. Pair bonding is not currently an option.

Because of this limitation, the following products are also incompatible with GEA-FTTC and cannot exist on the same copper bearer at the same time:

 Integrated Services Digital Network products (ISDN2 and ISDN30)  Shared Metallic Path Facility (SMPF)

7.1 Point of Handover

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CPs equipment at the local exchange hand-over node (PoH) will be connected to a Layer 2 Switch (L2S) by GEA Cablelink which will carry the GEA traffic from our network to yours. There may be more than one L2S at each PoH with each one serving a particular set of cards within specific DSLAMs. If you want to be able to access all the DSLAMs within an exchange area, you’ll need to order a GEA Cablelink for each L2S.

We provide you confirmation of the L2S to cabinet mapping data as part of the GEA-FTTC customer establishment process, and 90 days before new cabinets are ready for service. These mappings are updated regularly and can be accessed from the NGA Secure Area on the Openreach portal.

During the order journey for a GEA-FTTC service, we confirm the L2S ID on an order by order basis as part of our order confirmation messages, in KCI 1.5.

7.2 GEA-FTTC end customer premises termination equipment

As part of the managed installation of GEA-FTTC, Openreach will provide new network termination equipment which is required within the end customer’s premises. This equipment is:  A Service Specific Front Plate (SSFP) if required  A CP provided modem  Optional data extension wiring to connect the two.

The demarcation point for the GEA-FTTC service is the NTE5.

7.2.17.1.1 Service Specific Front Plate Formatted: Outline numbered + Level: 3 + Numbering Return to Index Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned at: 0.63 cm + Indent at: 1.9 cm The SSFP splits the voice and data signals at the NTE5, delivering each to a separate port. The data signal is terminated at this point and is not therefore carried to any voice extensions elsewhere in the premises. In this way, the SSFP acts as a microfilter, making any existing Asymmetric Digital Subscriber Line (ADSL) microfilters redundant.

During installation, our engineer will fit an SSFP and an NTE5 if one does not already exist. In the event that an external NTE is currently in use, the engineer will install an internal NTE5 and the SSFP inside the premises as close to the external NTE as possible.

Our engineer will normally advise end customers that ADSL microfilters are not required and remove them from the master socket. However, you may also wish to advise this within your help and support material. Any microfilter left in situ will not adversely affect the GEA-FTTC service.

The dimensions of the NTE5 with SSFP installed are approximately L: 80mm x W: 80mm x D: 60mm.

7.2.27.1.2 Openreach VDSL modem Formatted: Outline numbered + Level: 3 + Numbering Return to Index Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned at: 0.63 cm + Indent at: 1.9 cm Please note that as of 31st March 2016, Openreach will no longer be supplying the Openreach Modem and as of 31st March 2017, Openreach will no longer be swapping these over as part of a repair journey. You should ensure that they have alternative, approved devices that can be used.

The Openreach modem is sourced from multiple vendors and slight physical differences may occur over the life of the device. Images supplied in this product description are representative.

The Openreach modem has been classed as Consumer Premises Equipment and Openreach is a joint producer of this equipment along with our vendors while our CP customers or their resellers are considered the equipment distributors. The Openreach modem is subject to the standards and regulations relating to consumer devices. Declarations of conformance related to the Reduction of Hazardous Substances regulations may be found on the Openreach portal or by request from the GEA-FTTC product team. We request that you make this information available in line with your existing policies for sharing such information with your end customers.

Openreach modems contain software code that is covered by the GNU General Public Licence (GPL). In accordance with the GPL, you can download the relevant code from the links or documents on the Openreach portal. For further information on the GPL license please visit the Free Software Foundation's page.

The Openreach modem requires power so needs to be installed within reach of an electrical socket. It needs to remain connected to the power and the data port at all times to enable a stable GEA-FTTC service to be supplied.

The modem can be either wall mounted or freestanding, but if it is left freestanding, it must be placed on a hard surface, away from carpets or heat sources, to ensure the ventilation slots are not blocked and air flow can keep the internal components within their normal operating temperatures.

As a piece of network termination equipment, we remotely monitor the Openreach modem and may, from time to time, upgrade the firmware of the device. The modem remains in service during the download of the firmware, but requires a reboot for the new firmware to take effect. We trigger the reboot automatically at the end of the firmware download which results in a momentary loss of service for the end customer. We perform firmware upgrades typically between 1a.m. and 6a.m. and provide notice when a bulk upgrade activity is planned using our normal outage communication process.

BT SIN 498 provides more information about the technical specification of the Openreach modem.

Here are some useful images of the Openreach modem.

Front of modem: Bottom of modem:

7.2.37.1.3 Data Extension Kit (DEK) Formatted: Outline numbered + Level: 3 + Numbering Return to Index Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned at: 0.63 cm + Indent at: 1.9 cm

Our current data extension kit extends the GEA-FTTC signal from the data socket on the SSFP to the CP modem. It is intended only to be an extension of the Openreach network within the premises.

The engineer carries a role of internal and a role of external 2-pair Ethernet cable to enable a bespoke data extension length to be provided. The engineer then wires sockets at both ends and uses patch cables to connect one end into the SSFP, and the other end the modem DSL cable is plugged.

2-pair Ethernet cable is able to carry a maximum line speed of 100Mbps.

In the event that the data extension kit goes faulty, we will repair it as part of a Superfast Visit Assure job. If we find that it is damaged while on an FTTC1 job (see section 3.9), TRC charges will apply for the replacement.

8 Other information This section contains other helpful information about GEA-FTTC.

8.1 8.1 Pricing for GEA-FTTC products Formatted: Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned There are two places to check for GEA pricing. The first is the GEA product price list on the Openreach at: 0.63 cm + Indent at: 1.9 cm website, the second is the Service products price list, as a number services offered for GEA-FTTC are common to the WLR and LLU portfolio, such as More Focused Appointments and Service Levels, this is also available on the Openreach website.

8.2 8. 2 Service Level Agreements (SLA) Formatted: Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned Return to Index at: 0.63 cm + Indent at: 1.9 cm

We underpin our products with service level agreements on both lead to cash (L2C) and trouble to resolve (T2R) events.

Please refer to Schedule 4 of our GEA contract for further detail.

For information on payment of SLA/SLG Policy – Business rules overview. https://www.openreach.co.uk/orpg/customerzone/products/serviceproducts/proactiveslgs/businessprocess/pr oactiveslgsprocessdescription.do

For Automatic Compensation service levels, refer to the Automatic Compensation Business Rules Document https://www.openreach.co.uk/orpg/customerzone/products/serviceproducts/proactiveslgs/businessprocess/pr oactiveslgsprocessdescription.do

8. 3 CAS(T) Certification (IL224)

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A bridge tap is a spur off the main signal path (between DSLAM and CPE). These only usually occur in a self- install scenario, where the voice extensions create bridge tap circuits. Sometimes extensions have been wired in on the network side of the NTE. Bridge Taps are sometimes referred to as Star Wiring.

They affect the GEA-FTTC performance because they increase the insertion loss between the DSLAM and CPE, causing deep “notches” in the insertion loss characteristic, at those frequencies where the length of the spur is a quarter wavelength (and all odd multiples of that frequency). Less signal often means less data capacity.

The two charts below are for information purposes only and show the transfer function between DSLAM and CPE (Hlog) for two premises with loops of roughly the same length. The left hand chart shows an Hlog trace free of any evidence of bridge taps. The right hand trace shows a loss pattern for a house which seems to have two bridge taps, one with a resonant frequency at 3MHz and one at 7.2MHz. The lower the blue line,

the less signal gets to the customer at that frequency. The extra attenuation is as high as 20dB at some frequencies.

Note that the notches at 3.75, 5.2, 8.5 and 12 MHz are caused by guard band between DS and US transmission bands and do not indicate a fault of any kind.

Openreach will remove bridge taps as part of installation journeys in the end customer’s premises (Managed and Basic Install). If you are ordering PCP Only and later discover bridge taps are affecting performance, you should raise a Superfast Visit Assure. This work will be chargeable.

8.4 8.5 Complaints and Escalations Formatted: Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned Return to Index at: 0.63 cm + Indent at: 1.9 cm

You can get a copy of the customer service plan from your Sales and Relationship manager.

Here are some of the common issues that we’ve come across and the answers we’ve provided:

Q: Why can’t I have GEA-FTTC?

A: Because you’re not on an enabled exchange or cabinet, or your line is too far from your cabinet to support the VDSL signal which doesn’t work so well over long lines. Check out Openreach’s Where and When page to figure out if you are on an enabled exchange and register your interest if you’re not.

Q: Can you re-route my line to a different cabinet so I can have GEA-FTTC?

A: No, unfortunately, it is not straightforward to re-route copper lines and we do not have a process for doing this. If we re-route lines on a regular basis, it will affect the way that we manage our network in terms of capacity and network monitoring and could then start to impact on the service we can provide to the rest of our end customers.

Q: Why can’t I get a faster speed over GEA-FTTC?

A: Because of how far you are from the cabinet, because you have internal wiring issues, or are using a wireless network in your home to test your speed.

Q: You told me I could get a speed, but I’m not actually achieving that speed. What are you going to do about it?

A: Sorry that you’ve experienced this problem. The speeds we predict are statistical estimates and are designed primarily to confirm simply that your line can support the service rather than provide a specific line speed. If you are unhappy about the speed you are receiving, you should contact your service provider in the first instance.

If your sync speed has degraded significantly (greater than 25%) over the space of a few days, it may indicate that there is a fault on your line, and your service provider should be able to run some remote diagnostics to check for line faults.

If you are within 90 days of your installation, have already raised a line fault, and are still unhappy with your line speed, your service provider should be able to help you consider your options for changing to a different broadband product or ceasing the service.

You may also handback after 90 days up to a year, but the connection charge and rental incurred will not be refunded.

Q: What are your plans for the Openreach Modem?

A: Openreach withdrew the Openreach Modem from new supply on 31st March 2016.

Openreach modems in situ are no longer supported via the Repair process. From 1st April 2017 it is the CP’s responsibility to swap a faulty Openreach modem for their own integrated device.

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9 Glossary Term Definition ADSL Asymmetric Digital Subscriber Line – the broadband technology used to deliver standard copper broadband products. It is designed to be able to run over long copper cable lengths, sacrificing speed for distance, allowing wider data coverage with fewer DSLAMs across the network.

ANFP Access Network Frequency Plan – also known as the bandplan, this is a UK wide standard that all telephony equipment must adhere to. It specifies and manages the electrical signals that can be sent over the copper network so that the noise from the services running over the network doesn’t cause the services of one end customer to be disrupted by the services of another end customer. In September 2011, the NICC (the industry body responsible for the ANFP) agreed a change to the ANFP which, when fully rolled out, will make GEA-FTTC downstream speeds faster by using the electrical frequencies differently.

Term Definition CL Care Level also known as Maintenance Level – As in Service Harmonisation Care Levels. Four care levels currently exist; GEA-FTTC is set by default to Care Level 2; CL4 offers the fastest repair time.

CP Communications Provider – the name for service providers who purchase Openreach products for resale to other service providers or directly to end customers.

CRD Customer Required by Date – the date you specify as your preferred installation date for an order; this date must be at least the minimum lead time for the type of order you are placing. We do our level best to meet this date, but we only commit to do so after we’ve validated the order and sent back the KCI2.

CCD / CDD Customer Committed Date / Contractual Delivery Date – the date we commit to delivering your order, we do our best to align the CCD with your CRD, but this is not always possible.

CRM Customer Relationship Management – the common name for the set of systems a company uses to manage the lines/products/services purchased by their customers. In Openreach, we call our CRM system the Equivalence Management Platform (EMP).

CSC Customer Service Centre – another name for Openreach’s service management centre, the phone-based support teams who help to manage orders, exceptions and faults.

DLM Dynamic Line Management – this is a system that monitors each line in real time based on a set of rules within a defined policy to change the parameters of the line to achieve the best balance of speed and line stability. There are currently three policies which have different rules for managing the lines, Speed, Standard and Stable.

DP Distribution Point – this is point where the copper cables from the PCP separate out to individual premises. This is sometimes called the final drop. There are usually between 10 and 30 lines that connect to one DP.

DS Dialogue Service – the applications, such as the appointment reservation tool and enhanced line characteristics tool and order and fault trackers which are available via XML or through the Openreach portal to provide information for ordering and supporting Openreach products.

DSLAM Digital Subscriber Line Access Multiplexer, a mechanism positioned in a central location that links many end customers’ lines to a single high-speed line.

eMLC Enhanced Managed Line Checker – sometimes called the Line Checker, or the Availability Checker, eMLC is a dialogue service which allows you to input a search parameter, like an end customer’s directory (phone) number to obtain

Term Definition relevant details about the services available on that line/bearer. eMLC can be accessed through the Openreach portal, or via a raw XML data feed which can be integrated into a CP’s own management platforms.

EMP Equivalence Management Platform – the systems, servers and software applications that Openreach use to manage most aspects of its business with CPs.

FVA Fibre Voice Access – the next generation voice service, enabling telephone calls to be run over fibre optic cable, rather than copper wires, between the end customer’s premises and the local exchange. This product is available over GEA- FTTP lines only.

GEA Generic Ethernet Access – the term given for physical, base connectivity through the Openreach network over which a Communications Provider can deliver IP layer services, such as access to the Internet.

GEA-FTTC Fibre to the Cabinet – the term for the supply of data services over a fibre optic cable running between the local exchange and the local street cabinet, then using existing copper cable to deliver the data to the end customer’s premises. In GEA-FTTC, the device which translates the data into a signal that can be carried over copper wire, the DSLAM, sits in a local street cabinet, rather than in the local exchange.

GEA-FTTP Fibre to the Premises – the term for the supply of data services over a fibre optic cable running between the local exchange and the end customer’s premises. This technology completely replaces the need for copper cabling within the Openreach network.

HTT Hold to Term – this is the charge that we will levy if a GEA-FTTC line is cancelled within its first 12 months of service. We do not “re-set” the Hold to Term period if the product bandwidth variant on a line is modified, but it is reset if the line is migrated from one CP to a new CP.

KCI Keeping Customer Informed – Messages sent to CPs during the order and fault processes to update on the progress of the transaction.

LLU Local Loop Unbundling – providing control of the characteristics of the copper to a Communications Provider. MPF is the product that is purchased from Openreach to identify an unbundled line.

LoRN Linked Order Reference Number – a text string which you input into all orders that you wish to have delivered on the same day. When we receive an order with a LoRN, we perform a lookup of all other orders on our system to determine if we can find a matching order and, if we can, we notify you that your orders

Term Definition have been matched within our systems and we’ll do our best to deliver them on the same day.

MEUPAC Managed End customer Pre-Appointment Calling – a managed, chargeable service from Openreach where we will contact end customers 2 days before installation to remind them of their appointment.

MPF Metallic Path Facility – the name for Openreach’s unbundled copper access product, purchased by Communication Providers who wish to have more control over the copper bearer over which services are provided to an end customer.

Multicast for A separate GEA product within the Openreach network for distributing, GEA prioritising and replicating traffic to many end customers at the same time, with only a single stream of data necessary at any one point of the Openreach network. Commonly used for IP linear TV and firmware upgrades.

NoT Notification of Transfer Replaces AoT as the harmonised migration process for WLR, MPF, SMPF and FTTC – a letter generated by the gaining and losing CPs to notify the end customer that a change is happening to the service. This is a consumer protection mechanism so that Communication Providers do not place migration orders without the end customer’s consent.

NGA Next Generation Access – the term used to describe the portfolio of products and services sold by Openreach to exploit its investment in fibre optic technology including but not limited to, GEA-FTTC, GEA-FTTP, FVA, Multicast for GEA and GEA Cablelink

NTE5 Network Termination Equipment version 5 – also commonly known as the master socket, this is the copper termination point within the end customer’s premises and the place where the GEA-FTTC SSFP is installed. The master socket marks the demarcation point between the Openreach network and the end customer’s home network with respect to voice wiring.

OED Operational Effective Date -- The date when the KCI3 is generated and billing commences. In 99%+ of cases this should be the same as CDD, but there could be times where our systems (or our engineer) is delayed in closing an order and it working its way through the systems to then generate the KCI3 back to the CP, so there could be a difference between CDD and Operational Effective Date.

OSU Order Status Update – an informational KCI message that is used in between the main KCI1, 1.5, 2 and 3 messages to tell you about particular updates to your order.

Term Definition PCP Primary Cross-connection Point – this is the local street cabinet in which cables extending out to local distribution points are aggregated and connected to larger copper and fibre optic cables to move the voice and data signals to and from the local exchange. The number of connections managed in a PCP depends on the number of end customer premises in an area, but is usually several hundred (200-400) lines.

PIR Peak Information Rate – this is the actual access line sync speed that a copper bearer is able to support.

PoH Point of Handover – this is the place in the local exchange where responsibility for the end customer’s data is transferred between Openreach and the Communication Provider’s network.

PoNR Point of No Return – This is the point within an order or fault where the work has been assigned and amendments or cancellations will not be able to be progressed to affect the transaction. The timing of the PoNR can be different for different transaction; for most orders, it is 18:00 on the day before the order is due to complete (CCD-1).

PR Prioritisation Rate – this is the “variable speed limit” that we may apply in the downstream if we experience network congestion that needs to be managed. We momentarily reduce the line speed of any line operating above the PR by discarding traffic above the PR. There are QoS traffic markings that can be implemented in your network to help us prioritise the traffic that we would discard, so more important traffic can continue to get through.

QoS Quality of Service – a term used in reference to upstream and downstream traffic marking to make sure that certain network applications like voice, video or live streaming take priority over less important traffic like general web browsing or peer to peer downloads. Since discarded packets can disrupt voice, video or streamed content and are more noticeable, using QoS traffic marking helps to avoid this situation when there is congestion in the network.

RFS Ready for Service – this is the end of the quarter within which we expect that the cabinet will be delivered. It’s important to note that our eMLC lists the date as a specific day, but what this is actually indicating is simply the end of the quarter in which we plan to have the cabinet ready to receive orders. The cabinet may come online earlier than the date listed.

SFFA Superfast Fibre Access – the marketing term used to describe Openreach’s fibre optic access products

SIM Simultaneous (as in Simultaneous Provision) – we do our best to link orders at the same address so that they are delivered together to minimise disruption to your end customer.

Term Definition SMC Service Management Centre – this is the name of our Openreach CP technical helpdesk.

SMPF Shared Metallic Path Facility – the name for Openreach’s standard ADSL copper broadband service, enabling an Openreach data service to be provided over a copper bearer which has been provided on WLR product terms. The Communications Provider (CP) responsible for the WLR service may or may not be the same CP responsible for the SMPF service on the copper bearer.

SFVA Superfast Visit Assure – a chargeable service intended to enable CPs to request an engineering visit to the end customer’s premises to investigate and, if possible, rectify issues within the end customer’s home environment or the local access network when the GEA Service Test reports “test ok” against the line.

SSFP Service Specific Front Plate – a component connected to an end customer’s master socket to filter the data and voice traffic so that the noise they generate on the line does not impact the other services on the line.

VDSL Very high bit rate Digital Subscriber Line – the broadband technology used to deliver the higher speeds associated with GEA-FTTC compared to standard copper broadband products which are delivered over ADSL. VDSL is designed to work on shorter lengths of copper cable.

VLAN Virtual Local Area Network – a subdivision of the capacity within the network representing the “pipe” provided for a single end customer’s data traffic through the Openreach network.

WEEE Waste electrical and Electronic Equipment Directive (2002/96/EC): to recycle products using the best possible techniques and, helping to minimise the environmental impact, treat hazardous substances safely and avoid too much landfill.

WLR Wholesale Line Rental – the name for Openreach’s copper access product, predominantly used for delivering voice services.

XML Extensible Mark-up Language – the software coding language used to electronically communicate between Openreach’s EMP and CP’s management platforms.

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