Superfast Recharge product description

Product description
Broadband Boost Service Superfast Recharge - Product
Superfast Recharge is a service that aims to improve the speed of
your customer’s fibre broadband connection. The service offers an
engineering option that will cover the end customer’s, CP’s and our
networks to investigate and attempt to resolve issues that may
impact the end customer’s Digital Subscriber Line service speed.
V 1.0
V 2.0
Bob Amesbury
Colin Rushford
1st April 2015
1st September
Product launch
Change of ownership
The information within this document is provided for information purposes only. This is a living document and
is subject to update and change. However, BT maintains that all reasonable care and skill has been used in the
compilation of this publication and BT is not be under any liability for loss or damage (including consequential
loss) whatsoever or howsoever arising as a result of the use of this publication by the reader, his servants,
agents or any third party. In the event of a discrepancy between the content of this document and the
contract Terms and Conditions the contract shall take precedence.
© British Telecommunications PLC 2015
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Product overview
Features and benefits
Supplementary information for the Managed Service
Quality Measures
Service Management Centre
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1. Product overview
Superfast Recharge is a service that aims to improve the speed of a Generic Ethernet Access over Fibre
to the Cabinet (GEA-FTTC) installation where a new customer’s actual speed is less than the predicted
Point of Sale (PoS) speed and the customer has reported the problem within 28 days of a Self Install.
We carry out work at your customer’s premises and if requested on the external network.
This document describes the activities, quality measures and reports that we will provide as part of the
Superfast Recharge product. The product is subject to our standard terms, conditions and prices for
Engineering and Service Solutions.
Please note that the service may only be deployed on those lines where the GEA service test has
returned Line Test OK, which means that the service has been provided under and in accordance with
the Generic Ethernet Access contract and as further set out in BT SIN498.
2. Features and benefits
The Superfast Recharge service option covers a wide range of engineering activities.
Superfast Recharge Internal
This module includes improvement actions at the end customer’s premises and is mandatory for you to
order. The engineer will always complete at least one of the following activities:
End customer’s own wiring
Diagnosis using end customer’s router.
Replace or repair faulty end customer wiring.
Fit an extension socket if required.
Fit network terminating equipment NTE 2000 (service specific front plate) / NTE 5a to resolve local
wiring issues.
Investigate speed issues where the end customer’s PC is not the cause.
Pair quality test (PQT) and synchronisation testing at the end customer’s extension sockets.
End customer’s equipment
Replace faulty routers (if the replacement has been supplied by CP).
Replace any micro filters (if the replacement has been supplied by CP).
Supply additional micro filters (if the replacement has been supplied by CP).
Re-site router to the optimum location.
Openreach network at end customer’s premises up to NTE
Fit bell wire NTE 5 where the existing NTE is obsolete or unserviceable.
Shift the location of the existing NTE to maximize broadband connectivity.
Perform a visual check of the broadband connection including checking and removal of radio
frequency RF 2 filters and replacing with RF3 filters.
Isolation of ‘star wiring’.
PQT and synchronisation check at NTE.
Superfast Recharge External
This module includes improvement actions in the Openreach network and can be pre-authorised by you
to enable the engineer to complete it if required. The options available are:
Openreach network external to end customer’s premises up to cabinet
D side work including pair re-route where appropriate. Pair re-routes are subject to line plant
availability. Where undertaken this will be a single change and will not entail multiple pair swaps.
Re-makes in D side joints (removal of blue beans etc.)
Renew up to 3 spans of drop-wire i.e. from the Distribution Point (DP) to end customer’s premises.
Synchronisation check at the cabinet.
Ensure that the correct DSLAM port identified in our records is connected.
DSLAM port lift and shift.
RAS rebuild.
Job reporting
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The engineer will test and demonstrate the broadband service to your customer at the end of the
task and record the completed activities on the agreed completion template.
3. Supplementary information for the Managed Service
This product is available both as a managed and unmanaged option. The managed service includes call
handling; appointing, job scheduling and supporting management information which Openreach will
supply using the Engineering Services and Service Solutions products.
Quality Measures
The service is subject to the following quality measures, which we will report on:
In relation to the Service Management Centre (SMC), we will aim to meet 80% of calls
answered within 30 seconds.
In relation to engineering appointments, we will aim to respond to a request for an
appointment within one working day 80% of the time and within two working days 95%
of the time.
However, the quality measures set out above are targets only and you will not receive any
compensation if we do not meet the target.
Service Management Centre
We will:
Provide first line support to engineers experiencing difficulty in the field
Provide an escalation point for you
SMC will arrange a call between CP and engineer if needed.
Orders and Appointments
Orders, amendments and cancellations are to be placed via the Solutions Based Services B2B gateway
or the Openreach Portal, including appointments.
Openreach will be able to supply the following MIS per CP
Volume of Visits
Repeat Visits within 28 days (repeats within 10 days excluded)
Job Closure Template
Appointment availability Next Working day (80%)
Appointment availability Next Working day +1 (95%)
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