BT Wholesale HARD TURN BACK
When shouldn’t I call or request an escalation?
There are several occasions when BT Wholesale receive requests on
the phone/via eChat for action or information which are inappropriate
(as these can be handled without contacting BTW).
These calls are classed as ‘avoidable’ to which BT Wholesale operate a
‘Hard Turn Back Policy via both phone and eChat.
We reserve the right to refuse an escalation if it is with regards to an
area covered by the Hard Turn Back policy – any further dispute
regarding this request should be made directly to your CRM
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BT Wholesale HARD TURN BACK
Our pledge to customers
If you contact BT Wholesale as you are unable to take action, e.g.
unable to book an appointment, before we Hard Turn Back, we will
check systems to ensure they are in the correct status.
Should this not be the case, we will put this right for you.
If systems are in the correct status and you are still unable to do this
we will suggest you contact your own System Support Team
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BTW Hard Turn Back Policy
HTB Reason
Explanation
Escalations/Queries re PSTN related Issues
PSTN is not supplied by BTW so we have no influence
over this product.
The Communication Provider should contact this
telephony provider
CP Requests diagnostic testing to be completed
over the phone/ via eChat
BTW provide systems for diagnostic testing to
carried out.
If there is no system outage and there is an issue
affecting a single CP they should contact their own
Systems Support Helpdesk to resolve
Requests to bypass diagnostic processes (i.e. Lift
and Shift / TPM)
BT's diagnostic processes have been developed over
a number of years and the outputs of systems such
as KBD are monitored and being developed all the
time.
Lift and Shifts and Tie Pair Modify requests are only
carried out following BTW Diagnostics taking place or
our suppliers advising this is necessary
BTW provide systems to allow CP’s to raise Faults
as required
Request to submit a fault
Requests to Book Engineering Appointments
BTW provide systems for it’s CP’s to book
appointments directly for their customers.
If there is no system outage and there is an issue
affecting a single CP they should contact their own
Systems Helpdesk to resolve
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BTW Hard Turn Back Policy
HTB Reason
Explanation
Requests to rebook an Engineering appointment
which has previously been missed
If an appointment has been missed, the appropriate
notifications will be sent to the CP for them to rebook
this appointment directly through the systems
If there is no system outage and this is an issue a
single CP they should contact their own Systems
Helpdesk to resolve this issue
Confirming Engineering Appointments
CP's should be able to see this information on their
systems around 10mins after it's been booked.
If there is no system outage and this is an issue a
single CP they should contact their own Systems
Helpdesk to resolve this issue
Adding notes to Engineering Appointments on
20C&21cn circuits
The customer is able to do this themselves via the
system up until PONR 21:00 day before
If the call is received after this time, but before KCI
despatch we will add notes for the Customer
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BTW Hard Turn Back Policy
HTB Reason
Explanation
Amending appointments (20&21cn before PONR 2100
day before ) After this time if no KCI despatch we will
amend appointment for Customer.
The customer is able to do this themselves via the
system up until PONR
If the call is received after this time, but before KCI
despatch we will attempt to amend for the Customer
Progress updates on appointments (please allow 3
hours following slot finish time before chasing)
Progress updates are available around 3 hours after
the end of the appointment slot through BBCR
Requesting general progress update on an order or a
fault
The customer is able to do this themselves via the
system up until PONR
We will accept cancellations on appointments 20C
&21cn after PONR for Customer and before noon on
same day if no KCI despatch
Request for escalation where Flexible Appointment is
not offered by Openreach (i.e. early morning/late
evening/weekend)
Systems will only offer Flexible Appointment Option
on our suppliers systems if a slot is available
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BTW Hard Turn Back Policy
HTB Reason
Explanation
Request to escalate where the initial appointment
date is not to the customers liking however there
has been no previous failure by BT’s Suppliers
BTW’s suppliers will not accept an escalation due to lead
times where no previous appointment has been made
Request changes to customer’s profile, i.e.
manual SNR Change
Customers need to use CCSNR to remove/change profiles as
of 1st Feb
Should there be a systems outage BT will accept these calls
and make changes. If there is no system outage and there is
an issue affecting a single CP they should contact their own
Systems Helpdesk to resolve this issue
Request to change B-RAS Profile Manually
Customers need to use CCSNR to remove/change profiles
as of 1st Feb
Should there be a systems outage BT will accept these
calls and make changes. If there is no system outage and
there is an issue affecting a single CP they should contact
their own Systems Helpdesk to resolve this issue
Remove Capping from Circuit
Customers need to use CCSNR to remove/change profiles
as of 1st Feb
Should there be a systems outage BT will accept these
calls and make changes. If there is no system outage and
there is an issue affecting a single CP they should contact
their own Systems Helpdesk to resolve this issue
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BTW Hard Turn Back Policy
HTB Reason
Explanation
We should only turn back a call / eChat on a Long Line
Issue is if we are correctly following the published Long
Line Process.
Long Line Issues
Request for Interleaving ON/OFF
CP's should place a modify order themselves to get
this amended
Escalating of Tie Pair Modify requests
The lead time for a Tie Pair Modify request is 3
working days (Monday to Saturday). Our suppliers do
not offer an expedite product for this activity
Requests to remove banding from circuits
BTW provide systems for it’s CP’s to remove banding
from circuits directly
Request to fail a retest
BTW provide systems for it’s CP’s to fail retests directly
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BTW Hard Turn Back Policy
HTB Reason
Request to submit a order
Explanation
BTW provide systems to allow CP’s to submit orders
for Broadband Service as required
BTW provide systems to allow CP’s to cancel orders
for Broadband Service as required
REIN
REIN is 3rd Party interference affecting Broadband
Circuits.
In instances where REIN is identified our suppliers in
Openreach will pass the Broadband Fault report to a
specific unit for this to be investigated.
DAC’s
The latest updates for DAC’s cases will be on BBCR
BTW proactively chase our suppliers for updates and
where long lead times are seen
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