Product description
Broadband Boost Service Product Description
Broadband Boost is a service that aims to improve the speed and
reliability of your customer’s broadband connection. The service
offers an engineering option that will cover the user, customer and
our networks to investigate and attempt to resolve issues that may
impact the user’s Digital Subscriber Line service.
Revisions
S/N
1
2
3
4
Version
V 1.0
V 2.0
V 3.0
V 4.0
5
V 5.0
Author
Know How documentation team
Logistik
Richard Gill (Product Line)
Bob Amesbury
Colin Rushford
Date
14 June 2010
16 August 2010
25 October 2010
28 February
2014
1 September
2015
Description
Openreach Knowhow update
Tone of voice review
Tone of voice and content review
Product Updates
Change of ownership
Notice
The information within this document is provided for information purposes only. This is a living document and
will be 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 shall 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 2010
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Contents
1.
Product overview
2.
Features and benefits
3.
Supplementary information for the Managed Service
3.1
Quality Measures
3.2
Service Management Centre
© British Telecommunications PLC 2010
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1. Product overview
Broadband Boost is a service that aims to improve the speed and reliability of your customer’s
broadband connection. We carry out work, as needed, on your customer’s wiring and equipment, and
premises equipment, and on our Access Network (right back to the local exchange). The service is
available both as a managed and unmanaged solution where the managed service includes call handling,
appointing and job scheduling which we will supply using the Engineering Services and Service Solutions
products.
This document describes the activities, quality measures and reports that we will provide as part of the
Broadband Boost element of the Engineering and Service Solutions product. The document and its
contents are 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 that are provided under and in
accordance with the Revised Access Network Facilities (RANF) contract for Local Loop Unbundling (LLU).
The deployment can only take place where the line meets the Contractual Copper Standard SIN349 as
recorded by our Line Test System. The line must meet this standard for the service to be available.
2. Features and benefits
Activities
The Broadband Boost service option covers a wide range of engineering activities. These include:
•
Your Customer’s own wiring
o
Diagnosis using your router.
o
Replace or repair faulty end user wiring.
o
Fit extension socket if required.
o
Fit Network Terminating Equipment (NTE) 2000 (Service Specific Front Plate) / NTE 5a to
resolve local wiring issues.
o
Investigate speed issues where your customer’s PC is not the cause.
o
Pair Quality Test (PQT) and Synchronisation Testing at your customer’s Extension sockets.
•
Your Customer’s equipment faults
o
Replace faulty routers. (if supplied by you)
o
Replace any micro filters. (if supplied by you)
o
Re-site router to optimum location equipment related.
o
Supply additional micro filters (if supplied by you)
•
Our network at your customer’s premises up to NTE
o
Fit Bell Wire NTE 5 where the NTE is obsolete or unserviceable.
o
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.
o
Isolation of ‘Star Wiring’.
o
PQT.
o
Synchronisation Tests.
•
Our external network
o
Pair re-routes by E side change orfault location and fixing or pair re-route in the D side. Pair reroutes are subject to line plant availability. Where undertaken this will be a single change and
will not entail multiple pair swaps.
o
Remakes in D side joints (removal of blue beans etc
o
Renew up to 3 spans of drop-wire i.e. from the Distribution Point (DP) to your customer’s
premises.
o
)
•
Our exchange
o
Digital Subscriber Line (DSL) Sync with an attenuator at the MDF (Main Distribution Frame).
o
Dial Tone test at the MDF.
o
Tie Pair continuity test between Handover Distribution Frame (HDF) and MDF
o
Visual inspection and check of all frames jumpers and connections.
o
Ensure that the correct port identified in our records is connected
o
Port/Tie pair change where supplied by you

Job Reporting
© British Telecommunications PLC 2010
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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 activities on the agreed completion template.
3. Supplementary information for the Managed Service
This product is available both as a managed and unmanaged solution. 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.
3.1 Quality Measures
•
•
•
The service is subject to the following quality measures, which we will report on; however, you will
not receive any compensation if we do not meet the target.
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.
3.2 Service Management Centre
We will:
o
o
o
o
Provide first line support to engineers experiencing difficulty in the field
Provide real time reports on a daily basis to you, via a web based solution
Provide an escalation point for you
Arrange Co-Op calls where required
The Service Management Centre (SMC) will be available from 08:00 – 20:00 Monday to Saturday.
Extended support will be provided by prior arrangement, calls during this period will be charged at office
services rates, see Openreach price list for details. Charges for out of normal hours support to
commence from 28th May 2012.

Orders and Appointments
Orders, amendments and cancellations are to be placed by Solutions Based Services Portal and
appointments are to be made via SBS Portal.

MIS
Openreach will be able to supply the following MIS
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%)
© British Telecommunications PLC 2010
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