In Confidence WBC FTTC Handbook BT Wholesale Wholesale Broadband Connect Fibre To The Cabinet Handbook Issue 12 16th September 2014 Page 1 of 84 Copyright British Telecommunications plc 2011 In Confidence WBC FTTC Handbook Legal and Confidentiality Statement The information contained in this Handbook is confidential information as per your terms and conditions with BT. Please treat it accordingly do not forward, republish or permit unauthorised access. For the avoidance of doubt, the information contained in this Handbook is for information purposes only and does not constitute part of the contractual terms and conditions. All third party trademarks are hereby acknowledged. © British Telecommunications plc, 2009. All rights reserved. Registered office: 81, Newgate Street, London, EC1A 7AJ Registered in England no. 1800000 British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000 Issue 12 16th September 2014 Page 2 of 84 Copyright British Telecommunications plc 2011 In Confidence WBC FTTC Handbook Contents 1. INTRODUCTION .................................................................................................................................................... 7 1.1 ABOUT THIS HANDBOOK ............................................................................................................................... 7 1.2 CONVENTIONS USED IN THIS HANDBOOK ..................................................................................................... 7 1.3 VERSION CONTROL ...................................................................................................................................... 8 1.4 FURTHER INFORMATION ............................................................................................................................... 8 2. GENERAL OVERVIEW OF WBC FTTC PRODUCT ....................................................................................... 9 3. ABOUT WHOLESALE BROADBAND CONNECT FIBRE TO THE CABINET (WBC FTTC) ................ 11 3.1 LOCAL ACCESS NETWORK SUPPORTING BROADBAND .............................................................................. 11 3.2 THE WBC FTTC ARCHITECTURE .............................................................................................................. 12 3.3 COMMERCIAL CONSIDERATIONS ................................................................................................................ 13 4. PRODUCT BANDWIDTH RATES ..................................................................................................................... 16 4.1 WBC FTTC END USER ACCESS THROUGHPUT RATES ........................................................................... 18 5. INSTALL FEATURES ......................................................................................................................................... 21 5.1 BASIC INSTALL FEATURES .......................................................................................................................... 21 5.2 SELF INSTALL FEATURES ........................................................................................................................... 22 5.3 DIALOGUE SERVICES .................................................................................................................................. 22 5.4 END USER APPOINTING (BASIC AND MANAGED INSTALLATIONS - INCLUDING FITTING OF CUSTOMER PREMISES EQUIPMENT) ............................................................................................................................................ 23 6. CUSTOMER PREMISES EQUIPMENT (CPE) ................................................................................................ 25 6.1 SERVICE SPECIFIC FRONT PLATE (SSFP) ................................................................................................ 25 6.2 ACTIVE NTE ............................................................................................................................................... 26 6.3 DATA EXTENSION KIT (HOME WIRING SOLUTION) .................................................................................... 27 6.4 CPE FOR SELF INSTALL ............................................................................................................................. 28 7. LEAD TIMES ........................................................................................................................................................ 30 8. ADDITIONAL SERVICES ................................................................................................................................... 32 8.1 SIMULTANEOUS PROVISION (SIM PROVIDE AND SIM2) ............................................................................ 32 8.2 CARE LEVEL MODIFICATION ....................................................................................................................... 33 8.3 REMOTE IDENTIFICATION............................................................................................................................ 33 8.4 ORDER AMENDMENT AND CANCELLATIONS............................................................................................... 33 8.5 MANAGED INSTALLATION ............................................................................................................................ 33 8.6 SOLUTION BASED SERVICES ...................................................................................................................... 35 8.7 SUPER FAST VISIT ASSURE (SFI2) ........................................................................................................... 36 8.8 CEASE OF WBC FTTC .............................................................................................................................. 42 8.9 ACCESS VISIT CHARGES ............................................................................................................................ 42 8.10 MANAGED CEASE OF WBC FTTC ............................................................................................................. 42 9. BT & CUSTOMER RELATIONSHIPS .............................................................................................................. 44 9.1 BT’S RESPONSIBILITIES TO YOU ................................................................................................................ 44 9.2 YOUR RESPONSIBILITIES ............................................................................................................................ 44 9.3 YOUR RESPONSIBILITIES TO BT................................................................................................................. 45 9.4 YOUR NOMINATED CONTACTS ................................................................................................................... 45 9.5 BT’S RESPONSIBILITY TO THE END USER ................................................................................................. 46 9.6 YOUR RESPONSIBILITY TO THE END USER ................................................................................................ 46 9.7 YOUR RESPONSIBILITY TO YOUR RESELLER CUSTOMERS ........................................................................ 47 Issue 12 16th September 2014 Page 3 of 84 Copyright British Telecommunications plc 2011 In Confidence WBC FTTC Handbook 10. INCOMPATIBLE PRODUCTS / SERVICES WITH WBC FTTC................................................................... 48 10.1 OTHER SERVICE CONSTRAINTS ................................................................................................................. 48 11. MIGRATIONS ....................................................................................................................................................... 49 12. MAINTAINING LINE STABILITY ...................................................................................................................... 50 13. SESSION CONTROL .......................................................................................................................................... 51 13.1 EUA AUTHENTICATION ............................................................................................................................... 51 14. QUALITY OF SERVICE (QOS) ......................................................................................................................... 52 14.1 WBC’S QOS PORTFOLIO ........................................................................................................................... 52 14.2 UPSTREAM QOS ......................................................................................................................................... 52 14.3 DEPLOYING WBC’S QOS SOLUTIONS ....................................................................................................... 52 14.4 PACKET MARKING OF TRAFFIC ................................................................................................................... 52 14.5 DYNAMIC LINE MANAGEMENT .................................................................................................................... 53 15. SUPPORTING YOUR NEEDS ........................................................................................................................... 54 15.1 ACCOUNT MANAGEMENT SUPPORT ........................................................................................................... 54 15.2 THE ISSUE MANAGEMENT PROCESS ........................................................................................................