product description - openreach · ‘allowable proportion’. this is measured by us by reference...
TRANSCRIPT
Duct & Pole Access
Product Description
Final Reference Offer March 2019
Physical Infrastructure Access (PIA)
2 In Confidence
Contents
1 Foreword ............................................................................................................................................... 6
2 Introduction ........................................................................................................................................... 6
2.1 Usage.................................................................................................................................................... 6
3 Product Overview and Features ............................................................................................................... 6
3.1 Overview of Duct Access ......................................................................................................................... 7
3.2 Overview of Pole Access .......................................................................................................................... 7
4 Customer Establishment .......................................................................................................................... 8
5 Engineering Principles ............................................................................................................................. 9
6 Traceability - Labelling Requirements (Please also refer to the appropriate Engineering Principles ) ................ 9
6.1 Sub Duct and Blown Fibre Tubing (BFT) ................................................................................................. 10
6.2 Optical Cables and Blown Fibre Bundle (BFB) ........................................................................................... 10
6.3 Overhead.............................................................................................................................................. 10
6.4 Joint Marking ........................................................................................................................................ 10
6.5 Underground (UG) Power Cables - 54V DC ............................................................................................... 10
6.6 Labelling of Customer Ducts Entering Jointing Chambers ........................................................................... 11
6.7 Type of equipment and approval ............................................................................................................. 11
7 Accreditation ......................................................................................................................................... 11
7.1 Obtaining Accreditation – Non Civils ........................................................................................................ 12
8 Forecasting ........................................................................................................................................... 13
8.1 Forecasting and the Bedding in Period ..................................................................................................... 13
8.2 Forecast Content ................................................................................................................................... 13
8.3 Forecast Area ........................................................................................................................................ 14
8.4 Forecast Frequency ............................................................................................................................... 14
8.5 Monthly Build Reporting ......................................................................................................................... 14
8.6 Forecast Tolerances ............................................................................................................................... 14
8.7 Effects of Under and Over Forecasting ..................................................................................................... 15
8.7.1 Under Forecasting ................................................................................................................ 15
8.8 Materiality............................................................................................................................................. 15
9 Provision Process ................................................................................................................................... 15
9.1 Provision Process Overview .................................................................................................................... 15
9.2 Map Tool .............................................................................................................................................. 18
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9.2.1 Network plans for Secure/Sensitive areas ............................................................................ 19
9.2.2 Missing Inventory .................................................................................................................. 19
9.3 Notice of Intent (NoI) Order ................................................................................................................... 19
9.4 Recording Lead-ins ............................................................................................................................ 25
9.5 Linking of NoI Orders ............................................................................................................................. 27
9.6 Cancelling an Inflight NoI Order .............................................................................................................. 28
9.7 Whereabouts Requirements .................................................................................................................... 29
9.8 Survey, Plan and Build ........................................................................................................................... 34
9.9 Build Complete and Record ..................................................................................................................... 35
9.10 Cable capacity specification .................................................................................................................... 42
10 Network Adjustments ............................................................................................................................. 42
10.1 Criteria and Engineering Guidelines for Network Adjustments..................................................................... 46
10.2 How to order Network Adjustments ......................................................................................................... 47
10.3 Point of No Cancellation (PONC) ............................................................................................................. 54
10.4 Departure From Estimate (DFE) – Openreach undertaking the Network Adjustment ..................................... 54
10.5 Departure From Estimate (DFE) – Customer Undertaking the Network Adjustment ...................................... 55
10.6 Date Change Request (DCR) – Openreach undertaking the Network Adjustment ......................................... 56
10.7 Date Change Request (DCR) – Customer Undertaking the Network Adjustment ........................................... 56
10.8 Cancel Request ..................................................................................................................................... 56
10.9 Network Adjustment Reconciliation ......................................................................................................... 56
11 Co-op and Ancillary Products .................................................................................................................. 56
11.1 Co-op Products...................................................................................................................................... 57
11.1.1 Co-op Survey ........................................................................................................................ 57
11.1.2 Locked Lids ........................................................................................................................... 58
11.1.3 Joint box breakthrough (Undertaken by Openreach)............................................................ 58
11.2 New Infrastructure (Duct, Chambers, Poles)............................................................................................. 58
11.3 How to order a Co-op & Ancillary Product ................................................................................................ 58
11.4 Point of No Cancellation (PONC) ............................................................................................................. 63
11.5 Departure From Estimate (DFE) .............................................................................................................. 63
11.6 Date Change Request (DCR) ................................................................................................................... 64
11.7 Cancel Request ..................................................................................................................................... 64
11.8 Enabling Works (Customer Funded Ancillary work).................................................................................... 64
11.8.1 Joint box breakthrough ......................................................................................................... 64
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11.8.2 Duct Blockage Clearance, Desilting or Repair ...................................................................... 64
11.8.3 Pole Ring Installation ............................................................................................................ 64
11.8.4 Installing Joint Chambers on Openreach Duct ..................................................................... 64
11.9 Amending/Cancelling Network Adjustments or Co-op and Ancillary Orders ................................................. 65
12 Granting of a Licence ............................................................................................................................. 71
13 Audit .................................................................................................................................................... 71
13.1 Candid Tool .......................................................................................................................................... 72
14 New Sites ............................................................................................................................................. 73
15 Wayleaves ............................................................................................................................................ 74
16 Street works ......................................................................................................................................... 74
17 Damage and the A1024 Process .............................................................................................................. 74
18 Fault Reporting, Repair and Proactive Maintenance ................................................................................... 75
18.1 Customer Repair Self-Reported by Customer ............................................................................................ 77
18.2 Customer Repair Reported by Openreach ................................................................................................. 78
18.3 Third Party Damage ............................................................................................................................... 78
18.4 Network Defects and Hazards ................................................................................................................. 78
18.4.1 Defects in Customer’s Network observed by Openreach ..................................................... 78
18.4.2 Defects in Openreach Network observed by the Customer ................................................. 78
18.4.3 Incidents ................................................................................................................................ 78
19 Diversionary Works (Repayments) ........................................................................................................... 79
20 Defective Poles (D poles) and Pole Replacement Programme ..................................................................... 80
20.1 Policy D Pole ......................................................................................................................................... 81
20.2 Non-Policy D Pole .................................................................................................................................. 81
20.3 Hazard Pole Database ............................................................................................................................ 81
21 Pole Tests ............................................................................................................................................. 82
22 Billing ................................................................................................................................................... 82
23 Service Level Agreements (SLAs) and Service Level Guarantees (SLGs) ...................................................... 82
23.1 SLAs .................................................................................................................................................... 82
23.2 SLGs and the Bedding In Period .............................................................................................................. 83
23.3 SLAs, SLGs and Forecasting .................................................................................................................... 83
24 Missed appointments ............................................................................................................................. 83
25 In-Life (Moves, Adds and Changes to an Existing Licence) ......................................................................... 83
25.1 Novations, Transfer of Service and Name Changes ................................................................................... 84
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25.1.1 Novation ................................................................................................................................ 84
25.1.2 Transfer of Service ................................................................................................................ 84
25.1.3 Name Changes ..................................................................................................................... 84
26 Cease Network ...................................................................................................................................... 84
27 Orders Pre 1 April 2019 .......................................................................................................................... 85
28 Abbreviations ........................................................................................................................................ 85
29 Annex 1 – PIA Use case Scenarios ........................................................................................................... 86
30 Annex 2 - Illustration of Duct Bore Count ................................................................................................. 89
31 Annex 3 - Illustration of Lead-In Link ....................................................................................................... 91
32 Annex 4 – Illustration of Pole Charging .................................................................................................... 92
33 Annex 5 – Joint box types and charging category ..................................................................................... 92
34 Annex 6 – Duct and Pole Access (DPA) digital Map Tool Fair Usage Policy ................................................... 95
35 Annex 7- Examples of Quality Audit Checklists .......................................................................................... 96
36 Annex 8: Linking NoI Example ................................................................................................................ 99
37 Annex 9: Ancillary Rental Products ........................................................................................................ 100
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1 Foreword
This is an Ancillary Document which forms part of the Physical Infrastructure Access (PIA) contract (“the Agreement”). It contains important information about PIA which our customers (“you”) need to understand and it should be read together with the Agreement.
If we use capitalised terms in this document then, unless being used as a proper noun, the term will be a defined term in the Agreement where the definition for that term is contained in Schedule 1 (Definitions) of the Agreement. If we refer in this document to schedules or clauses then we mean schedules or clauses contained in the Agreement.
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 set out in the Agreement. It should be noted that all screenshots included for information are representative and subject to change.
2 Introduction
The PIA product provides Communications Providers (CPs) with access to our Physical Infrastructure including our ducts and poles to enable them to build their own networks.
2.1 Usage
PIA must be used primarily to provide fibre broadband as set out in Ofcom’s WLA statement in March 2018. This means, in the context of PIA, that you must ensure that, for each non-fibre broadband customer you connect e.g. with leased lines or dark fibre, using PIA, you must also ensure that at least thirty premises can order from you, in a reasonable time and at a reasonable price fibre broadband services. This is referred to in the Agreement as the ‘Allowable Proportion’. This is measured by us by reference to your Local Access Node (LAN) and a report declaring your usage must be submitted every 12 months. You must use the Mixed Usage Report on the Openreach website to record details of how you are using PIA in each area served by your Local Access Node and details of how to submit this are contained in the Customer Service Plan. We will review the report with you and if we have concerns about your usage we may require you to supply additional information. If you do not meet the Allowable Proportion then we may require you to provide a remedial plan to ensure that you will, within a reasonable time, meet the ratio. In Super Urban Areas the ratio is ten premises passed for fibre broadband customers to one non-fibre broadband service. For full information please refer to the terms and conditions of the Agreement.
There are also restrictions on where PIA can be used e.g. PIA may only be used to provide services between Network Termination Points (NTP) and the Local Access Node serving those NTPs. Annex 1 – PIA Use case Scenarios of this document provides further details of the types of services that are permitted and illustrative examples of network topologies that may be deployed using PIA.
It is important to note that there are also other restrictions, e.g. contained within our Engineering Principles, on how you may use our infrastructure and details of these are set out in or referred to in the Agreement.
3 Product Overview and Features
PIA allows you to install multiple cables, Blown Fibre Tubing (BFT) and/or sub duct in Openreach duct and joint chambers. It also allows you to attach equipment and cables on Openreach poles. The charges for PIA are set out in the Openreach Price List and for use of our Spine duct and chambers based on Cable capacity specification. For
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use of our Lead in and Lead in link ducts, cables are charged on an individual basis. For ancillary rental products, such as Distribution Joints please refer to Annex 9: Ancillary Rental Products.
The use of duct entries up to and into buildings is permitted but any entries other than a ducted entry, for example a hole drilled in a wall is not permitted. Use of our infrastructure within a building is not permitted under PIA.
PIA is available in England, Scotland and Wales via Openreach and in Northern Ireland via Openreach Northern Ireland. It is only available for infrastructure which is owned and controlled by us and does not include, for example, joint user poles or tunnels owned by third parties and we do not have an obligation to extend our physical infrastructure as the result of a PIA Order. New infrastructure must also be fully constructed and approved by us before it is available for use as part of PIA.
PIA is subject to a Minimum Licence Term of 5 years for Spine Duct and 12 months for lead-in Duct and overhead lead-in.
PIA can be ordered electronically on our Equivalence Management Platform (EMP). We will provide you with access to the Map Tool to view our Physical Infrastructure and once you have identified where you intend to use it you will be able to submit a Notice of Intent (NoI) Order electronically in most circumstances. Once we receive and acknowledge your NoI Order you are able to Survey, Plan and Build your network. During these phases you may also wish to place other Orders relating to your NoI Order for Co-op and Ancillary Products, such as joint surveys or for Network Adjustments where work needs to be undertaken to repair and/or relieve congestion in our infrastructure. At build completion you will need to submit a Build Completion Pack and upon receipt of this we will grant you a Granting of a Licence to occupy the space (as set out in your Build Completion Pack) on or in our infrastructure. It is therefore important you ensure the accuracy of the information in your Build Completion Pack.
You will need to ensure that all work carried out on our physical infrastructure, whether duct or pole, is in accordance with our Engineering Principles, Good Industry Practice and laws and regulations including health and safety and street works.
3.1 Overview of Duct Access
Our duct mainly falls into two categories: Spine Duct and Lead-in Duct. You should note for pricing purposes, Spine Duct is broken down by the number of bores along a duct route – single duct bore, two bores and three or more bores. For the two duct bore or three or more duct bore prices to apply, all the ducts must be continuous along the same duct route that you are deploying your network. If a duct branches off in a different direction, it will not be included in the count of duct bores – an illustration of this is provided in Annex 2 - Illustration of Duct Bore Count.
If a lead in cable or tube from your distribution point (DP) needs to be pulled into Spine Duct, then you will need to purchase the lead in link product. Similarly, where a Lead-in Duct forms part of a swept tee, the portion of duct from the end user premise to the swept tee will be Lead-in Duct and the portion of duct back to the fibre distribution point will be classified as lead in link and you will need to purchase this product. This scenario is illustrated in Annex 3 - Illustration of Lead-In Link.
3.2 Overview of Pole Access
Prior to any overhead deployment on Openreach poles, you must submit the specification of the cables that you intend to use. Under no circumstances should you deploy an overhead cable which has not received prior written approval from Openreach. This is usually a one off requirement at the establishment stage that will only need to
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be repeated if you decide to change the type of cable used at some point during your deployment, this can be done through contacting your Client Partnership Manager (CPM) via the contact information contained in the Customer Service Plan. This is important to help ensure the safety and integrity of our network.
Under PIA, you can use our poles to build infrastructure for the purpose of carrying cables between distribution points and the spine network or distribution points to customer premises. Some poles will provide both functions (for distribution and carrier purposes).
You should note in the case of poles you will be granted a Licence and charged as appropriate for your usage of the pole which may be to provide an attachment between carrier poles, to your individual customer or to provide an attachment for serving multiple customers, plus running cables up and down poles and fitting pole top equipment.
4 Customer Establishment
Prior to being able to consume PIA you must complete our Customer Establishment process. If you are a new customer to Openreach and would like to be set up for PIA, you will need to contact the Customer Establishment team at: [email protected]
If you are an existing Openreach customer, you will need to contact your CPM to discuss your requirements.
The Customer Establishment process consists of 3 phases: Preliminary, Registration and Systems set-up. You will need to complete each phase by meeting the specific requirements before your application can proceed to the next stage. You will be supported by the Customer Establishment team, who will keep you updated throughout the process. Please refer to the table below and our separate ‘Service Establishment’ process document for an overview of the process and its phases.
We will ask you to confirm and demonstrate to us that you are a CP.
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To access and place Orders via the Openreach Portal, you will need to use a compatible internet browser. Click on the link to view the current guide:
https://www.openreach.co.uk/orpg/home/contactus/customerestablishment/downloads/ORPortalInternetBrowserMatrix.pptx
You will need to provide Forecasting information on your usage of PIA and will be required to accept our standard terms, conditions and prices.
We will provide you with support to manage/understand:
Completion of mandatory documentation Financial health-check and deposit/s Contractual obligations Establishment process and key milestones System connectivity Solution development Testing- Customer Verification Facility (CVF) – applicable to solution development
You will need to be established on EMP in order to consume PIA.
5 Engineering Principles
You must follow the Openreach published Engineering Principles and technical specifications when undertaking work on or in our network, these can be found on the Openreach website.
The Engineering Principles contain the instructions applicable to any work done on our infrastructure. You must observe the technical specifications when making technical plans and design work involving our infrastructure.
You have full responsibility for observing all health and safety rules that apply to work in the public highway, as well as on privately owned land. You are solely responsible for obtaining all necessary licences, consents, permissions, and wayleaves from other users, land owners and concession holders affected by your work on the network. You must have suitable and sufficient risk assessments for the tasks you intend to undertake in line with your risk assessment policy for which you are solely responsible.
It is particularly important to note that you are only permitted to pass voltages in the Openreach network where it is safe to do so and in accordance with Applicable Law and the Engineering Principles. You must also avoid any interference with existing communications services whether belonging to us or other customers.
6 Traceability - Labelling Requirements (Please also refer to the appropriate Engineering Principles )
You are able to deploy blown fibre tubing (BFT) and blown fibre bundle, install bare fibre cables or cables in sub
duct. Labelling requirements are laid out in the sections below.
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6.1 Sub Duct and Blown Fibre Tubing (BFT)
The sub-duct/BFT colour is your choice. However, you must not use the colours black or yellow for sub-duct/BFT.
When selecting a colour for the sub duct/BFT, consideration should be given to the Street Works UK Guidelines on
the Positioning and Colour Coding of Underground Utilities’ Apparatus. These can be found at:
http://streetworks.org.uk/resources/publications/114/
The sub duct/BFT duct may be printed with manufactures generic sheath marking such as the supplier name, date of manufacture, length marking, etc. and optionally your name. Sub duct and BFT must not be printed with BT identification markings or a Customer name other than that of the Customer installing the sub duct/BFT.
You must attach a label with your name and PIA NoI Order reference in all jointing chambers and manholes. In
large chambers it is recommended that additional labels are fitted to aid identification. Where a sub duct/BFT,
from an underground duct, is feeding a pole you should label it on the pole.
6.2 Optical Cables and Blown Fibre Bundle (BFB)
Optical fibre cables may be printed with manufactures generic sheath marking such as the supplier name, date of manufacture, length marking, etc. and optionally your name. Optical fibre cables should not be printed with BT identification markings or a customer name other than that of the customer installing the sub duct.
You must attach a label to optical fibre cables with your name and PIA NoI Order reference in all jointing chambers and manholes. In large chambers it is recommended that additional labels are fitted to aid identification. Where a fibre cable, from an underground duct, is feeding a pole it shall be labelled on the pole. Blown fibre bundle doesn’t require labelling.
6.3 Overhead
Poles supporting fibre cables must have an identification label stating “CAUTION OVERHEAD FIBRE” fitted on each pole. Care must be taken not to lean ladders etc. against fibre cables. Where a fibre cable, from an underground duct, is feeding a pole you must label the cable on the pole.
Overhead warning labels are available through one of our suppliers as detailed in Engineering Principles.
6.4 Joint Marking
You must clearly mark your joints with a label identifying your name or logo. The marking system and materials should be suitable for long use in an underground environment so that we may continue to quickly and easily identify the apparatus as belonging to you.
6.5 Underground (UG) Power Cables - 54V DC
The sheath of UG power cables must be a suitable robust material that is designed for underground duct application and the sheath shall be coloured red.
The sheath must be marked at approximately 1 metre intervals in a contrasting colour with the following:
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Customer Name, 54 Volts DC.
6.6 Labelling of Customer Ducts Entering Jointing Chambers
It is advised, when breaking into our jointing chambers, that your ducts are clearly identifiable. This is to avoid us
and other customers using the duct inadvertently, causing issues for customers if cables have to be removed once
they have live services on them.
6.7 Type of equipment and approval
All equipment you want to install or attach to our infrastructure must be for the Permitted Use only, as detailed in the Agreement, and conform to the requirements detailed in the associated individual Engineering Principle documents. You are responsible for checking for conformity with all requirements including Electromagnetic Compatibility (EMC) and Access Network Frequency Plan (ANFP).
7 Accreditation
When working in our network, you will need to be accredited to undertake surveys and to install and maintain your
own apparatus including any and all sub duct, cables, blown fibre tubing and blown fibre bundles and to carry out
core drilling, civils work, and splicing and testing activity, including connection into or onto customer premises in
accordance with applicable engineering and health and safety standards. All operatives working on Openreach
infrastructure must be accredited for the tasks they do.
Accreditation falls into the following areas:
Safety – Openreach do not provide accreditation on safety and you are expected to have your own safety management system in place. In addition you should ensure that your operatives/ contractors comply with legislation, Health and Safety Executive guidelines (HSG47), New Roads Street works Act (NRSWA) practices, and have safe working practices and procedures for dealing with any kinds of hazards including hazardous pipelines.
Civils – Whilst Openreach provides accreditation modules on civils work, which provide guidance around the required accreditation, we do not undertake accreditation of our contractors for this work but do require them to provide proof of accreditation. Similarly Openreach does not provide accreditation for your operatives and /or their contractors on Civils work. You will need make arrangements for the operatives and/or contractors to be accredited by a Competent Person (as defined further in the Accreditation Guidelines), or a supplier such as PQMS.
Non – civils (craft) – Openreach have developed PIA accreditation modules for: survey, UG build and OH build
and agreed these with industry and Ofcom. Openreach provide Lead Assessor accreditations (which are chargeable)
and have also accredited PQMS to provide Assessor and Operative accreditation in these modules. You are not
required to use Openreach methodology or specific components but what is delivered should meet Openreach’s
network standards as defined in the Engineering principles documents on the Openreach portal
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Accreditations are therefore ‘outcome’ based and focus on not introducing risk to the network either for plant,
customers or operatives working in the network. i.e we don’t accredit ‘how’ you install OH cable but we accredit
that you can install it to the Quality standard we use ourselves.
You are responsible for maintaining a register of accredited operatives and making this available to Openreach on request. This should include suitable proof for each module the operative is accredited in and the date this was achieved. Openreach reserves the right to audit the register and where a revocation is found to be against the operative ask that they are prevented from working on the Openreach network until such time they have been re-accredited. Where you do not intend to re-accredit the operative, the operative will be forbidden from performing the associated activities on the Openreach network.
Craft accreditation should be renewed every 3 years.
You may already have operatives that are accredited, as accreditation is on an individual basis and can be carried from one CP to another.
If an individual states they already work on the Openreach network they will still need to provide you with the appropriate proof of accreditation for the work they will undertake on your behalf. If they are unable to provide this then you will need to accredit the individual when you have confirmed their competence. This can be via your own Lead Assessor if you have one or PQMS.
An individual’s accreditation must be carried by them at all times. We may check this at any time in addition to any licencing authority checks. Industry requirements mandate that Openreach cannot provide or confirm details of an individual’s accreditation to a CP or another contractor.
Operatives can work for up to 13 weeks without accreditation as long as they are supervised by a suitably accredited person.
Accreditation and training are different things; accreditation is the confirmation of competence (a bit like a driving test). Your training requirements will be driven by the work your operatives are doing and their current skill levels and hence their training needs will vary. Openreach do not provide training for CPs which can be sourced from many training providers or your own internal training team.
7.1 Obtaining Accreditation – Non Civils
Accreditation for operatives can be provided by companies licenced to do so by us, e.g. PQMS who are also able to accredit assessors (not lead assessors), and they can then accredit your operatives and, where appropriate, issue a proof of accreditation to individuals If you would prefer to deliver your own accreditations, we can accredit a Lead Assessor for you. In addition we can also accredit a specific site as being suitable to deliver the PIA specific non Civils accreditations. The initial lead assessor accreditation and facility assessment are chargeable and can only be undertaken by us. Details of charges can be found on the Openreach Price List. Please note the following if you want us to accredit your own Lead Assessor:
Your Lead Assessor will need to be fully competent in the modules, have access to the OR Portal and be fully up to date with the latest CP documentation, they will also need to have experience in the relevant module
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Your Lead Assessor should have some experience in an assessor role and a relevant assessor qualification You will need to define where you will do onward accreditations, ideally this will be at a
training/accreditation site and we will complete the Lead Assessor accreditation at your premises. Your Lead Assessor will first complete the accreditation as an operative and then must provide a further
operative so he/she can be observed running an operative accreditation, the appropriate use of coaching, knowledge, how the accreditation is run and correctly awarding pass or fail with appropriate feedback will be part of the checks done.
Once accredited, the Lead Assessor can then accredit their own assessors who can subsequently accredit your operatives and, where appropriate, issue a proof of accreditation to individuals. The PIA accreditation modules are as follows:
Further details can be found in Schedule 3 of the Agreement and in the Accreditations Guidelines document.
8 Forecasting
You must provide regular, reasonably accurate forecasts of your intent to build using PIA, the purpose of which is to enable an efficient delivery from Openreach. You must use the standard PIA Forecasting Form pre-populated with submission dates to submit a 6 month forecast of build activity.
8.1 Forecasting and the Bedding in Period
The forecasting process is described below and in Schedule 2 of the Agreement, it is subject to a 12 month Bedding
In period as agreed with Industry.
8.2 Forecast Content
The forecast must contain a forecast for each calendar month of what and when you intend to build that calendar
month and be broken down by Service Category which means volume of:
Engineering Principle
Document Nasa Module Module ID
Accreditation Module with
Descriptive Title Operative Assessor Lead Assessor Operative Assessor Lead Assessor
CP10 1332 S2 PIA Duct Survey√ √ √
PQMS, CP or
Already held
PQMS, CP or
Already held
Openreach
Quality
CP08 1333 S5 PIA Pole Survey√ √ √
PQMS, CP or
Already held
PQMS, CP or
Already held
Openreach
Quality
CP10 1335 S6 Duct Survey Only (Lite)√ √ √
PQMS, CP or
Already held
PQMS, CP or
Already held
Openreach
Quality
CP08 1337 S8 Overhead Cable Installation√ √ √
PQMS, CP or
Already held
PQMS, CP or
Already held
Openreach
Quality
CP10 1336 S7
PIA Sub-Duct and Cable
Installation√ √ √
PQMS, CP or
Already held
PQMS, CP or
Already held
Openreach
Quality
CP13 N/A CD1 Core Drilling (PIA) √ √
N/A
PQMS, CP or
Already held
PQMS, CP or
Already held
Competent
Person
CP13 N/A GO1 General Operatives 1√ √
N/A
PQMS, CP or
Already held
PQMS, CP or
Already held
Competent
Person
CP13 N/A G02 General Operatives 2√ √
N/A
PQMS, CP or
Already held
PQMS, CP or
Already held
Competent
Person
CP13 N/A DB1 Duct Blockages 1√ √
N/A
PQMS, CP or
Already held
PQMS, CP or
Already held
Competent
Person
Overhead
Underground
Civils
Accreditation Path
Module Description Modules Available
Accreditation Provided By
(Openreach, PQMS, CP)
Survey
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Duct (KM) Poles (number of poles) You must also provide us with an indication of where we accept an Order for a Network Adjustment the
proportion that you intend to complete as Self-Provide Orders (as set out in Schedule 6)
The provision of a forecast for lead ins is not mandatory but we will review this requirement during the Bedding in Period
8.3 Forecast Area
You must inform us of the location of your forecast build activity, this will be by Openreach region, and the relevant geographic information will be provided in the PIA Forecasting Form.
You are also able to provide more granular detail of your forecast build activity and this may assist with our operational planning. Postcodes relating to each region can also be found in the PIA Forecasting Form.
8.4 Forecast Frequency
Your forecast must be submitted 3 months in advance of the Fixed Forecast Period.
You will be able to amend your forecast for the Estimated Forecast Period which follows the Fixed Forecast Period.
For example for Forecast Ref. F1 below which you submit on or before 1 November you may at any time up to 1 February revise your Forecast for the period 1 May – 31 July.
Ref. Forecast Date Fixed Forecast Period Estimate Forecast Period
F1 1 Nov. 1 Feb. – 30 April 1 May – 31 July
F2 1 Feb. 1 May – 31 July 1 Aug - 31 Oct.
F3 01-May 1 Aug. – 31 Oct. 1 Nov. - 31 Jan.
F4 1 Aug. 1 Nov. – 31 Jan. 1 Feb. – 30 April
You will also be able, upon 30 days prior notice to amend the Fixed Forecast Period but amendments are limited to a maximum threshold of up to 10%. You should do this through your Customer Experience Manager (CEM).
Where you anticipate any further material changes to forecast volumes you must submit a revised forecast, this can be done at any time within the period for the purposes of operational planning and this may help us with resourcing teams accordingly.
We will review the subject of forecast frequency with industry during the Bedding in Period.
8.5 Monthly Build Reporting
If you have submitted a forecast, every month, you will be required to submit details of your actual build data by month, by Forecast Area and by Service Category as per the PIA Forecasting Form and you must also include your NoI Order number relating to the build. This will need to be submitted within 5 Working Days of the end of each Forecast Period. The Monthly Build Report template is contained within the PIA Forecasting Form.
8.6 Forecast Tolerances
For each Forecast Period, Forecast Area and Service Category we will calculate the total volumes:
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(a) in each forecast from each Customer of the Service (“Industry Forecast”); and
(b) in each monthly build report from each Customer for the Service (“Industry Actuals”).
If, in any Forecast Period, the Industry Actuals when measured against the Industry Forecast for each Forecast
Area and Service Category are outside and Industry Tolerance of 10% then we will review individual customer’s
forecasting performance.
If, in any Forecast Period, the actual total volumes in a Service Category and in a Forecast Area (as set out in the
Monthly Build Report) exceed the Forecast by 20% or more then this will trigger a consequence.
8.7 Effects of Under and Over Forecasting
8.7.1 Under Forecasting
Please see Schedule 2. Over Forecasting
Please see Schedule 2. No Forecast Submitted
If you do not submit a forecast then no SLAs will apply and no SLGs will be payable by us.
8.8 Materiality
We will review, in the Bedding In period if there is a materiality threshold to be applied for forecasting i.e. a
threshold beneath which we do not require advance notice of you commencing work.
If you need assistance with submitting your forecast you can contact your CEM.
9 Provision Process
9.1 Provision Process Overview
The PIA provision process is made up of three key stages:
Order of the Service- Notice of Intent (NoI)
Survey, Prove and Build
Build Completion
The below schematic provides a high-level view of the process.
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We will provide you with the following milestone KCI messages:
Milestone Keeping Customer
Informed (KCI)
What's included
Order (NoI) acknowledged KCI-ACK Order Number, Customer Reference, Date NoI Order valid until date (180 Calendar Days with
auto reminders being sent if required)
Build/order Completed KCI3
Received once we have acknowledged your build completion or we have completed your
Ancillary/Co-op or Network Adjustment order. Order Number, Customer Reference
Unable to progress the Order (i.e. due to missing/incorrect information (applicable
to all orders, e.g. NoI Orders, Co-op & Ancillary and Network Adjustments
KCI Delay
Order Number, Customer Reference, Reason for
not progressing the order, Response required in 10 Working Days
Reminder of Order (NoI) expiry KCI OSU Order Number, Customer Reference, Date NoI due to expire (Sent 60 days after NoI
submission)
Reminder of Order (NoI) expiry – Last
reminder
KCI OSU Last Reminder
Order Number, Customer Reference, Date NoI due to expire (Sent 120 days after NoI
submission)
Extension to target build end date completed
KCI OSU Order Number, Customer Reference, Extended Date NoI due to expire
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Cancel Order (NoI) KCI-Cancel Order Number, Customer Reference, Reason for
cancellation
Acknowledgement of Ancillary, Co-op and
Network Adjustment Orders KCI-ACK
NoI Order Number, Order Number, Customer
Reference, Order Type
Co-op & Ancillary Job Issued, Completed,
Cancelled or Date Change Request (DCR)
KCI OSU
Sent in relation to individual estimates (as part
of an order). Order Number, Customer Reference, Order Type, Estimate Number(s) and
specific notes, e.g. why the date has been
changed
KCI Notice KCI Notice
Sent to CP to confirm/approve fund pool
breakdown and SPO or NASO. Order Number, Customer Reference, Order Type, Products and
Fund Pool breakdown/ Openreach contribution
and order line Complete by Date
KCI Acceptance KCI Acceptance
Order Number, Customer Reference, Order
Type, Products and Fund Pool breakdown/ Openreach contribution, order line Complete by
Date and order CCD
Network Adjustment Job Issued,
Completed, Cancelled or Date Change
Request (DCR)
KCI OSU
Sent in relation to individual estimates (as part
of an order). NoI Order Number, Order Number, Customer Reference, Order Type, Estimate
Number(s) and specific notes, e.g. why the date has been changed. If cancelled by the
Openreach Planner due to non-valid Network
Adjustment then this will also include the appropriate Verification charge
KCI DFE KCI DFE
Sent to confirm agreed Departure from Estimate
for a product (as part of an order). NoI Order
Number, Order Number, Customer Reference, Order Type, Product ad DFE cost
To use our infrastructure you will first need to submit a NoI Order using the Map Tool. You must keep this NoI Order up to date so it reflects what you actually build in or on our network. You are not permitted to undertake any work in or on our network without a valid NoI Order and/or where you do not have an existing PIA Licence.
You must ensure that you submit a Build Completion Pack on completion of your build to accurately show what you have built in our infrastructure and where. This Build Completion Pack must contain the updated NoI Order and ‘As built’ Photographic Evidence (refer to the Definitions of the Agreement), showing the locations of your equipment in our joint chambers and on our poles.
When carrying out your installation you must:
Notify us of your WhereaboutsWhereaboutsWhereaboutsWhereaboutsWhereabouts, including details
of specific locations and the parties who will be carrying out your work on or in our network.
Report any Incidents or Damage to infrastructure or network
Ensure you have given all the relevant notifications and information to planning and highways authorities and that you have checked and satisfied yourself that you have obtained all necessary consents, permissions or wayleaves to do your work.
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Be clear when dealing with planning, highways and other relevant authorities that you are not working for, or on behalf of Openreach
You are not permitted to provide services over the Customer Apparatus until you provide a full and accurate Build Completion Pack to confirm your build is complete and provide us with the information we require to enable us to properly issue a Licence for you to occupy our network.
If we find your apparatus in or on our infrastructure and there is no associated NoI Order and/or Build Completion
Pack this will amount to unauthorised use and it will be subject to the terms set out in schedule 5 of the
Agreement.
We reserve the right to review and Audit any work you do on or in in our network to ensure it has been completed in accordance with the terms of the Agreement (including the Engineering Principles) and Good Industry Practice.
9.2 Map Tool
To enable you to plan your network we provide you with access to the Map Tool. The Map Tool will help you to identify where Openreach infrastructure (duct, poles and joint chambers) may be present.
You can obtain access to the Map Tool either through the Openreach portal (this will be shown on your dashboard) and/or through our web services offering. All stages of the order process are initiated through the Map Tool via the Openreach portal, however Web Services allows you to import our data into your own GIS mapping tools to the extent necessary for you to order and consume PIA.
The below screenshot shows an example of what you will see on the Map Tool, you are able to zoom in on the map to search a specific area.
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Use of the Map Tool is subject to the terms of the Agreement and our Fair Usage Policy details of which can be found in Annex 6 – Duct and Pole Access (DPA) digital Map Tool Fair Usage Policy
More information on the Map Tool can be found in the Map Tool user guide.
9.2.1 Network plans for Secure/Sensitive areas
Secure/Sensitive e.g. Ministry of Defence (MoD) sites, Areas are not shown on the Map Tool. If you require the use of our infrastructure (Ducts/Tunnels) in these areas you will need to place a request to the PIA team using the Duct and Pole Access Customer Requirements Form (CRF) which can be found on the Openreach portal at:
https://www.openreach.co.uk/orpg/customerzone/products/ductandpoleaccess/processdescription/ductandpoleaccessprocessdescription.do.
You will need to complete the ‘Customer Details’ and ‘Request Prints’ tabs of the CRF and email it to the PIA team.
We will then liaise with you and agree a suitable date and time for a joint site survey. In the case of those Secure/Sensitive Areas which are owned or operated by a third party then you will need to provide evidence of their consent to you being on their site and at their location. You will then either need to arrange for an SC-level cleared operative to attend site with one of our SC-level cleared planners, or arrange a chaperone, if permitted.
If you then require us to pull in your cable for you, you will need to place an Order using the CRF and complete the ‘Customer Details’ and ‘Ancillary & Enabling’ tabs of the CRF and email it to the PIA team.
You are responsible for notifying property owners, local authority and/or the police in some cases prior to working on any sites. Some Secure/Sensitive Areas require special clearance and approval. Note, the Police must be advised where working in the Government Security Zone in London, in this instance an email should be sent as early as possible but at the latest 4 hours before works are due to commence, to the Metropolitan Police Security Officer.
9.2.2 Missing Inventory
Note: this section will be updated following the successful deployment of systems solution for submitting
information on missing inventory.
If you identify network that you believe to be missing from the Map Tool you can contact the PIA team who will
review your enquiry and if appropriate make a request for updates to be made on our inventory systems.
9.3 Notice of Intent (NoI) Order
A NoI Order is an Order for the PIA product and is the first stage in the ordering process. The process allows you to place an Order for those elements of our duct and pole infrastructure that you intend to use. You will use the Map Tool via the Openreach portal to select the infrastructure, e.g. duct, joint chambers and poles that you require.
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You can save your NoI Order and return to it at a later date prior to submitting it by using the ‘Save Session’ functionality which becomes active once a route selection has finished. To save the session click on ‘Save Session’ the ‘Create New Session’ dialogue box will appear as shown in the screenshots below.
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You will also be required to provide your intended build start and completion dates, as shown in the screenshots below.
On submitting your NoI Order you will be presented with the following screen to confirm your Order has been submitted successfully.
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On submission of your NoI Order it will be subject to a number of validation parameters and may also be validated by our PIA team. System validation will check the number of duct/structures per route is the maximum of 50, and total number of objects selected does not exceed 1500. Our planners may check for route continuity to ensure that you have not inadvertently missed any inventory, e.g. duct sections, but you are and remain solely liable for the accuracy of any NoI Order you may place on the Map Tool. Once we have received your NoI Order you will receive a KCI acknowledgement at which point you will be able to progress to the survey, plan and build phase of your Order journey. You will receive this within 1 Working Day of the date you submit your NoI Order and the KCI will also advise you of the expiry date for the NoI Order. Whilst we allow for 1 Working Day for the KCI acknowledgement, this is a system generated response and is more likely to be received sooner.
This is referred to as KCI ACK, NoI Order acknowledged, an example is shown below:
If your NoI Order fails validation you will receive a KCI Delay message providing details as to why validation has failed. If validation fails, you will need to correct any errors and resubmit your NoI Order or provide missing information.
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You will need to submit this within 10 Working Days of receiving the KCI Delay message. We will acknowledge your response within 1 working day. If you respond to the KCI Delay message with updated information but this is still incorrect/ missing information we will send you up to a further 2 KCI Delay messages requesting the correct/missing information. If you have either not responded to the KCI Delay message or after 3 attempts the information is still incorrect/missing we will cancel your NoI Order and you will receive a KCI Cancel message. You should not be doing any work on or in our network without a valid NoI Order. Once you receive a KCI acknowledgment for your NoI Order you will be provided with an initial build ‘window’ of 180 calendar days, this is referred to as the Build Period. You are able to search, edit or cancel your NoI Order throughout the Order journey up to the point of submitting your Build Completion Pack. You can retrieve your NoI Orders and view the map and inventory details using the search facility and either your Openreach Order reference or your own customer reference/submission date.
Example screenshots are shown below.
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During the Build Period you will receive two KCI NoI Order expiry reminder messages, one at 60 calendar days, the other at 120 calendar days.
You may extend the Build Period twice by 90 calendar days, thus providing a total Build Period of 360 calendar days.
To extend your Build Period you will need to use the NoI Order edit functionality and update the Target Build End Date and submit the request to the PIA team.
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During the extension periods you will receive two further KCI NoI Order expiry reminder messages, one at 30 calendar days, the other at 60 calendar days. If you fail to complete your build or request a further extension within the extended Build Period we will cancel your NoI Order and you will receive a KCI Cancel message.
If you fail to complete your build within the Build Period (as may be extended as set out above) then we will cancel your NoI Order and if you have installed any apparatus at that location you will need to remove it and make good. You will also be charged for any associated Ancillary and Co-op or Network Adjustments Orders that we have undertaken or that have been requested and that we have not been able to cancel (past the Point of No Cancellation (PONC). If we cancel your NoI Order you will receive a KCI Cancel message as per below:
We expect all Orders for the Service to be placed reasonably and in good faith and we reserve the right to delay
and/or reject Orders where we believe they are being used to extend Build Periods or to unfairly increase the
amounts that would otherwise be available for Network Adjustments.
9.4 Recording Lead-ins
Note: this section will be updated following the successful deployment of a systems solution for recording customer connections (lead-ins).
To record your lead-ins (which can comprise of lead-in duct, lead-in link duct and dropwires/attachments) you will need to submit a manual CRF on a monthly basis, showing the Openreach infrastructure you have used. This should be submitted at the same time as your monthly build report (as required under Schedule 2) (Forecasting) and include the lead-ins, dropwires/attachments built during the preceding month.
Note: lead-ins to MDUs include the duct up to the MDU but excludes anything within the MDU.
You should also ensure you maintain your own accurate up-to-date records of your customer connections.
To complete the CRF you will need to;
Use the relevant originating NoI Order numbers to create the Order (it is suggested this is the one with the
most connections)
Select Lead-In or MDU Lead-in radio button on CRF – This will enable PIA team to recognise customer
connection requests and determine whether the request needs to be recorded on our inventory system
You should not include any Spine network
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Complete the ‘Customer Details’ and ‘Reservation & Build’ & ‘Build Work’ tabs – Each submission must have
an associated Spine Order Ref.
Ensure the information provided on the ‘Reservation & Build’ tab follows the set format shown below:
‘Location Details’ for the inventory should be entered in the following format:
Lead In NNNNNN NNNNNN JBNNNNN, i.e. 123456 123456 JB30043
Lead In NNNNNN NNNNNN NNNN, i.e. 123456 123456 5044
Lead In NNNNNN NNNNNN POLE, i.e. 123456 123456 POLE
MDU NNNNNN NNNNNN JBNNNNN, i.e. 123456 123456 JB30043
MDU NNNNNN NNNNNN NNNN, i.e. 123456 123456 5044
MDU NNNNNN NNNNNN POLE, i.e. 123456 123456 POLE
‘CP Identifier’ should be entered in the following format:
House/Flat No., Post Code and last 9 digits of the associated Spine Order Ref;
NNNNAANNANN NNNNNNN, i.e. 1234CM144QP000012318
An example is provided below.
Please note the ‘Reservation & Build’ tab will only cater for 99 entries. Additional entries will require further submissions.
You will receive KCI messages to acknowledgement receipt, validation by our PIA team and on completion of the order.
Any KCI messages will refer to the order as an in life change.
Type*Line
NumberProduct* Quantity*
Location
information*CPs identifier*
New R001 Facility in Lead-in duct per metre 10MDU 123456
123456 5044123CM144QP 000012318
New R002 Facility in Lead-in link duct per metre (lead in rate) 5MDU 123456
123456 3041123CM144QP 000012318
New R003Customer Apparatus In-line Splice hosting (per joint
box splice) 1
MDU 123456
123456 JB30043123CM144QP 000012318
New R004 Facility hosting (per joint box entry) 2MDU 123456
123456 JB30044123CM144QP 000012318
New R005 Pole top equipment 1Lead In123456
123456 POLE M2 4WU 0004135CCP17
New R006 Cable up a pole (per cable) 1Lead In 123456
123456 POLE M2 4WU 0004135CCP17
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Until the submission is received you should note that no Licence is in place so it is important that these are submitted on a timely basis each month.
9.5 Linking of NoI Orders
You are able to use the Network Adjustment fund from a NoI Order (‘Donor’) to undertake Network Adjustments in
an associated NoI Order which shares one or more BT Exchange Areas.
The Network Adjustment Order will need to be built from the Donor NoI Order. When placing the Order you need
to ensure the ‘work description notes’ clearly state the NoI Order you require the work to be undertaken on and
that where selecting the Network Adjustment product you provide the correct location (inventory, grid reference,
Exchange 1141 code) of where the work is to be undertaken in the attributes. You must also ensure that any
supporting documentation, such as engineering diagrams (A55) have the correct details/location.
Where the ‘Donor’ NoI Order does not have sufficient Network Adjustment funds to cover in full the Network Adjustment work required the Customer will be liable for and pay any charges for the Network Adjustment which are in excess of the amounts remaining.
In the example below if work is required in NoI Order 1 you are able to use the fund in NoI Order 3 so long as they share one or more exchange areas.
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Additionally you cannot ‘pool’ residual funds across multiple NoI Orders to create a fund in one NoI Order, e.g. NoI
Order 1 has £100, NoI Order 2 has £300 and NoI Order 3 has £200 to give a fund of £600.
You may be subject to charges if the fund being used from the Donor NoI Order is reduced upon submission of
your Build Completion Pack, e.g. the amount of Spine Duct is reduced resulting in the Network Adjustments fund
being reduced.
An example of linking NoIs can be found in Annex 8: Linking NoI Example.
9.6 Cancelling an Inflight NoI Order
You can cancel routes for which you have previously submitted a NoI Order request. To do this you will need to log
into the Map Tool and search for your NoI Order and then select the ‘waste basket’ icon, as shown on the screenshot
below:
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Once your cancellation request has been acknowledged you will receive a KCI-Cancel message.
You can only cancel a NoI Order where you have not already submitted a Build Completion Pack to us. If you cancel
an Order you must ensure that any of your apparatus is removed from our network promptly.
If you cancel a NoI Order when there is a Network Adjustment or Co-op and Ancillary Order is in progress these will
be cancelled and you may be charged if they are past the Point of No Cancellation (PONC).
More information on the NoI Order process can be found in the Map Tool user guide.
9.7 Whereabouts Requirements
The recording of your contractor whereabouts when working on or in our network is important and necessary to enable us to ensure the integrity of our network and quickly identify if unauthorised personnel are accessing it e.g. in the case of cable theft. This will also enable audits to take place and it will provide an audit trail for both you and us should any damage or highway breach occur. The completion of Whereabouts also enables us to check and complete checks to confirm that the contractor’s operatives are accredited for the work they are undertaking and they must have their identification at all times.
You must notify us prior to working on or in our network and advise us whether you are doing the work yourselves or you are using a third party and if you are using a third party, the name of that third party. You must do this using the Map Tool at least 1 Working Day prior to commencing work.
You may only work on our network where you have submitted an acknowledged NoI Order.
Having searched for the NoI Order you should use the icon highlighted in the screenshot below.
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You will then get the option to add or amend (a previously submitted) Whereabouts. Select ‘Add a new Whereabouts.’ Please note where amending a Whereabouts this will need to be at least 1 working day in advance.
You will then be required to provide details of the party attending site, as shown in the screenshot below and then select ‘Submit’.
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When completing the Whereabouts, please ensure the following mandatory information is provided;
The name of the contractor (company name) on site and their contact number
Activity being undertaken, e.g. survey - Overhead
Date and time attending site (from and to)
Postcode
Street Name
Additionally, if the information is available please provide the street works permit or notice number.
You are able to retrospectively enter a Whereabouts where undertaking emergency work, e.g. repair, as shown in the screen below. You will also need to select ‘Emergency whereabouts’ and provide the reason.
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You can view or cancel your whereabouts at any time as shown below.
You are presented with a list of Whereabouts from which you can then select the required one using ‘View Details’. This then takes you to a screen with the whereabouts details which you can view, amend (a minimum of 1 working day before) or cancel.
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To edit the detail please use the icon highlighted below.
You can then select update to save the changes or cancel to cancel the whereabouts.
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On completion of your site visit you should ensure you record it as completed by selecting ‘Confirm Visit’. You will also be asked to advise us if you encountered any incidents, which should be reported via the A1024 process.
More information on the whereabouts submission process is available in the Map Tool user guide.
9.8 Survey, Plan and Build
Once your NoI Order has been acknowledged you are able to survey and plan/prove the route and install your apparatus in or on our infrastructure. Before you undertake any survey, proving of the route or installation activities you must make sure the people undertaking the work have the necessary accreditation. You must follow the Engineering Principles and we reserve the right to audit the build process to check for compliance with all aspects of the Agreement. We will notify you at
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any time of defects together the required remedial action as per the Audit process. We would recommend that you always conduct a site survey prior to installing your equipment in or on our infrastructure, this is particularly important for aerial deployments. During your build work you may experience problems with our infrastructure, for example duct blockages which cannot be foreseen until you attempt to rod and rope the duct. You may proceed with enabling work to clear the duct blockage at your own cost, submit an Order for Co-Op and Ancillary work, which is chargeable, or submit a Network Adjustment Order. If we accept your Order for the Network Adjustment you may then place an Order for us to undertake this work on your behalf or submit an Order to self-provide the Network Adjustment (which will qualify for a Network Adjustment fund). In all cases Orders for Network Adjustments are subject to the Agreement.
You may also come across locked lids on our joint chambers and manholes, in this scenario you can either order keys or request for us to meet you onsite, for further information please refer to Co-op Products.
If you need to deviate from the original route you will need to update your NoI Order to reflect the deviation and comply with the relevant terms if the route includes any Secure/Sensitive areas.
You must ensure your apparatus is labelled in accordance with Engineering Principles. In addition, you should ensure that you use your own draw ropes and not any that are currently in place unless provided by us for the specific purpose of validation of a Network Adjustment.
9.9 Build Complete and Record
On completion of your build work you will need to submit your Build Completion Pack to us promptly and within a maximum of 10 Working Days. This Build Completion Pack comprises of your final edited NoI Order with any attachments such as distribution joints and cable coils and the number of cables installed. It must also contain any ‘As Built’, pictures of joint chambers or poles where you have installed your apparatus. You can add cable details and attachments by using the edit functionality. Having selected edit select ‘Associate attachments and cable details’ as shown in the screen below:
To add the cable details Open the Route Selection box and select the icon for ‘Add Cable Details’ as shown in the screenshot below:
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To add attachment details, e.g. distribution joints or aerial attachments select ‘Edit Route’ icon as shown in the screenshot below:
In the ‘Feature Details’ box, open PIA Structures and select the structure required. Activate the ‘Add Attachment’
button as shown in the screenshot below:
Having edited your NoI Order with the final route you will need to search for it and then use the ‘progress Order’ icon highlighted in the screenshot below:
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This will take you to the following screen where you will need to select ‘I want to place a Build Completion Order’:
You will need to enter your contact details and any notes:
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On selecting ‘Next’ you will be presented with the following screen that will provide you with a Bill of Materials (BoM) with indicative prices:
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By selecting ‘View Details’ you are able to view details of individual Order lines, as shown in the screenshots below:
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You should review the information provided on the products to ensure that they align with the information you have recorded on your NoI Order on the Map Tool and vice versa. If you are happy with the information presented on the products then select ‘Submit’. If you believe there is a disparity then you are able to cancel the submission using the ‘cancel’ button. You can then review you NoI Order on the Map Tool and undertake further edits if appropriate.
Once you have submitted your request you will be presented with the following screen, providing you with a
reference number. This is when your Licence will commence.
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More information on the build complete and record Order process can be found in the Map Tool User Guide.
You must send your ‘As Built’ photographs to the PIA team. The email should be titled in accordance with the instructions provided to you when submitting your Build Completion Pack.
Note: the requirement to submit ‘As Built’ photographs to us via email is a temporary solution and this section will be updated following the successful deployment of a system solution.
The term ‘Photographic Evidence’ must satisfy the requirements as set out in Schedule 1 (Definitions) of the Agreement.
We will aim to review the contents of your Build Completion Pack within 10 Working Days to ensure that we have all of the required information. We will not check the Build Completion Pack for accuracy and will assume that you will have checked it properly before you submit it to us. If we identify issues with your Build Completion Pack (as referred to below) you will receive a KCI-Cancel email from us outlining the issues we have found. The KCI-Cancel will be in relation to the Build Completion Pack and not the originating NoI Order.
Example issues which may lead to us cancelling your Build Completion Pack include the following;
Supporting information not submitted
Invalid information provided
Incomplete inventory captured
At this point your Licence will still be valid but you will need to correct any errors and resubmit your Build Completion Pack to contain the full and correct information. Prior to re-submission your NoI Order will become live again to enable you to make any amendments, this will be subject to the original NoI Order expiry timescales.
Once the Build Completion Pack is fully and properly completed and updated in our inventory systems you will receive a KCI-3 (Order Completed) message and billing will be initiated.
We reserve the right to audit any work undertaken on our infrastructure to check that it has been completed in accordance with Engineering Principles and Good Industry Practice as per the audit process.
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[Please note: Following further discussions with stakeholders an additional paragraph will be added here to address
situations where unused PIA customer apparatus is limiting infrastructure capacity and remedial action needs to be
taken by the customer or Openreach. This is to ensure that capacity in our network is utilised effectively and
provides fair access for all Openreach customers].
9.10 Cable capacity specification
Where installing your spine network you may install multiple cables of varying diameter to be charged as a single 25mm sub duct, using the 0.7 planning rule:
You will be required to provide details of the number and diameter of the cables and or sub duct installed as part of your Build Completion Pack submission. These will need to be recorded by you on the NoI Order on the Map Tool. Where the total diameter of the installed cables exceeds 25mm you will need to place another NoI Order for the additional capacity which will be subject to additional charges. You may install spine network cables (up to 25mm diameter) over a period of time but Network Adjustment(s) funding is only permitted on the first cable(s) installed (if subsequent cables are installed later they will not qualify for Network Adjustment funding). If cables are installed over a period of time then Openreach cannot guarantee capacity will be available and, if it is not you will be still liable for charges for the full 25mm. Cables installed for lead-ins, including lead-in link are excluded from the multi-cable calculation and each cable is charged separately. All cables and or sub duct installed as part of a NoI Order will need to follow the exact same route as the original cable and or sub duct (for the purposes of the 25mm calculation.
10 Network Adjustments
Network Adjustments provide the facility for you to obtain funding from us to undertake permanent repairs to and resolve congestion in our Physical Infrastructure where you identify issues preventing you from deploying your network. You are able to take advantage of £4750 of funding per kilometre of Spine Duct contained within your NoI Order. Where you are seeking to deploy your network from a Defective Pole (D pole) or you want to us to relieve congestion for the purposes of providing a dropwire we will provide a Network Adjustment at our cost and these will not be subject to the £4750 limit. You will be able to track your available Network Adjustment fund for a NoI Order through the KCI messages we provide you with.
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To place a Network Adjustment Order you will need to have an acknowledged NoI Order. You are able to request that we carry out the Network Adjustment (a Network Adjustment Service Order referred to as NASO) or alternatively, in many cases you can undertake the work yourself (a Self-Provide Order referred to as an SPO). In both scenarios you will need to place a Network Adjustment Order and some examples of the types of Network Adjustments are set out in the table below, please note this list is not intended to be exhaustive.
ITEM OF PHYSICAL
INFRASTRUCTURE
Requirement Openreach’s
CONCLUSION
NETWORK
ADJUSTMENT
Y/N
Comments
Various Breaking into or out
of the BT Network
N/A N This is not considered to be a
repair or congestion activity.
Chamber
Lack of capacity
Remove redundant
cables
Y Customer is unable to self-
provide
Enlarge Chamber Y Except where service strip
/location of other services does
not permit this, in which case
this would require a new joint
chamber
New Chamber N The Customer may provide and
install their own chamber.
Damaged Repair Chamber
(excluding damage
that poses and H&S
risk which should be
managed under the
A1024 process).
Y This would include replacement
of a warped/distorted chamber
lid/frame and removal of tarmac
where covering the entire
chamber cover.
Spine Duct
Lack of capacity
Remove redundant
cables
Y Customer is unable to self-
provide
New Duct N The Customer may provide and
install their own new duct.
Install footway boxes Y Only for the purpose of
connecting lead-in duct to spine
duct. *Subject to Openreach’s
standard engineering and other
practices, e.g. it may be more
appropriate for the CP to provide
a rider duct.
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Spine Duct Collapsed Repair Y *Subject to Openreach’s
standard engineering and other
practices.
New Duct N The Customer may provide and
install their own new duct.
Missing Duct (e.g.
where disintegrated
due to damage by
3rd party)
New Duct Y *Subject to Openreach’s
standard engineering and other
practices.
Pole Defective Pole Repair / Replace Y Only where the pole is un-
usable/inaccessible. Only
applicable where subject to a
new Order, i.e. not for
maintenance purposes
Customer is unable to self-
provide
Pole (drop wire lead-in) Lack of capacity
(Furniture)
Provide Stand-off
Bracket
Y
Remove Redundant
Equipment
Y Customer is unable to self-
provide unless agreed with
Openreach
Move Bass Steps Y Customer is unable to self-
provide
Relocate Copper Block
Terminals on Pole
Y Customer is unable to self-
provide
Network
re-arrangement
Y Customer is unable to self-
provide
Remove the Pole Steps Y Customer is unable to self-
provide
Erect New Pole Y Customer is unable to self-
provide
Lack of capacity
(Loading)
Remove inactive drop
wire
Y
Pole Stay Y Customer is unable to self-
provide
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Note 1. The determination of whether an Openreach cable is “redundant” will be based on our standard engineering practices. We will only remove our redundant cables where we reasonably believe this can be done safely and without risk of damage or interference or interruption to existing services.
Note 2. The term “inactive drop wire” refers to those wires which we can safely remove without causing interruption to existing services and where we do not have a contractual obligation to supply service using that wire.
Note 3. PIA CPs will be required to identify any inactive drop wires they have and which are connected to our
poles and on notice from BT remove that inactive drop wire, on the same basis and within the same period, as we
remove our inactive drop wires in circumstances where the end user either 'churns' to another PIA CP or to an
Openreach provided service. In this case the losing PIA CP will not be subject to ETC on the lead-in.
The reference to ‘Openreach conclusion’ in the table above means the remedy we have determined, using the evidence provided and based on our standard engineering practice.
We will only accept a Network Adjustment Order where we reasonably believe they meet the Network Adjustment Criteria and where they are necessary, efficient and achieve permanent benefits to the Access Network.
Network Adjustments do not include:
Any work which Openreach considers to be outside its current Access Network footprint
Remove Copper
Dropwire
Only where no working service
Renew pole with one
of heavier gauge
(Medium or Stout)
Y Customer is unable to self-
provide
New Pole/ Network re-
arrangement
Y Customer is unable to self-
provide
Lead-in Duct Lack of capacity New underground
lead-in
N The Customer may provide their
own new underground lead-in.
Lead-in Duct Collapsed or
otherwise in need of
repair
New underground
lead-in
N The Customer may provide their
own new underground lead-in.
Repair Y
Lead-in (Directly Buried) Lead-in Duct New underground
lead-in
N The Customer may provide their
own new underground lead-in.
Cables Directly Buried
Cables
N/A N The Customer may provide and
install their own new duct.
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Work to provide new duct, new chambers or new poles unless, in the case of new poles, it is to replace a Defective Pole (D pole);
Work within a Multi-Dwelling Unit Any work to remove obstructions in, on or close to the Physical Infrastructure which are temporary in
nature including the removal of silt, water, scaffolding, branches or foliage of any kind.
A Network Adjustment does not guarantee that the infrastructure can be used to provide services as there may be other issues identified whilst undertaking the work.
10.1 Criteria and Engineering Guidelines for Network Adjustments
The Civils Avoidance Engineering Principles document details useful considerations, tools and techniques that you should explore before you request a Network Adjustment. Using the information in the guide will help avoid invalid Network Adjustment Orders and delays to your network build. A summary table from the document is provided below:
Avoidance technique Description
Rodding techniques Try an alternative rodding approach, try an
alternative rodding approach, e.g. use
smaller/larger rods or rod from both ends and use
a marrying set
Alternative route/jointing chamber Try an alternative route or jointing chamber to
bypass the obstruction
Alternative cable Smaller cables or sometimes a sub duct can be
installed in short sections and then cabled
Overhead Use an overhead route as an alternative to bypass
the obstruction
Flexible duct drill Can be used to clear blockages within 2 metres of
duct entry
Gully suckers and de-silters Temporary obstructions can be removed to allow
network to be deployed
Duct Camera Can be used to accurately locate and examine
blockages to ascertain the most appropriate course
of action
Rodding oscillator The use of a rodding oscillator can accurately
locate blockages by placing it on the end of the
rod and tracking it with a locator
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10.2 How to order Network Adjustments
You are able to place a Network Adjustment Order via the Map Tool using an acknowledged NoI Order and where you have conducted your own physical survey.
Having searched for the NoI Order use the icon highlighted in the screenshot below.
This will take you to the following screen where you will need to select ‘I want to place a Network Adjustment
Order’.
You will need to enter your contact details:
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You will need to select the product(s) and quantities you require from the dropdown menus. You are able to select
a maximum of 10 products as shown in the screenshot below.
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You will then be able to confirm your Order details prior to submitting your request.
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Once you have submitted your request you will be provided with an Order number to acknowledge that we have
received your request. This will usually be done immediately but within a maximum of 4 working hours and an
example is shown in the screenshot below:
As part of the Network Adjustment Order journey you will be asked to provide the following information:
NoI Order reference which is subject to the request for a Network Adjustment Full details of the Network Adjustment including what, where etc. Good quality Photographic Evidence of the infrastructure that is subject of the Network Adjustment.
These need to have been taken in good lighting, be high-resolution and allow us to clearly identify the requirement, e.g. in the case of poles, slack on distribution point (DP) tails, space limitation, location of steps, number of dropwires/spans, etc.
Accurately completed engineering diagram (A55)
On successful receipt of your request we will validate the information you have provided. If your Order fails
validation then we will either send you KCI-Delay email or a KCI- Cancel email, providing reasons as to why your
request has failed validation.
Reasons for failing your Order at validation or cancelling your Network Adjustment Order may include but are not
limited to the following;
Invalid Notice of Intent
Invalid Network Adjustment, e.g. requirement is not classified as a Network Adjustment
Insufficient Information : Survey
Insufficient Information : Engineering diagram (A55)
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Insufficient Information : Photographic Evidence (refer to Definitions of the Agreement)
Insufficient Information : Alternative Routes (e.g. customer has not explored an alternative
route)
Customer is not allowed request a Network Adjustment (e.g. in Breach)
If we send you a KCI-Delay email you will need to correct any errors and resubmit your Order or provide missing information. You will need to submit this within 10 Working Days of receiving the KCI-Delay message. We will acknowledge your response within 1 Working Day. If you respond to the KCI-Delay message with updated information but this is still incorrect/ missing information we will send you up to a further 2 KCI-Delay messages requesting the correct/missing information. If you have either not responded to the KCI-Delay message or after 3 attempts the information is still incorrect/missing we will cancel your Order for Network Adjustment work. If we cancel the Order you will receive a KCI-Cancel message.
Once we have validated your Order we will verify your requirements and confirm whether we believe a Network Adjustment is necessary, this may either be a desk-based assessment or require us to attend site.
You cannot cancel a Network Adjustment Order once we have acknowledged receipt of it until after we have completed the Network Adjustment verification activity.
If we find, upon investigation, that the Network Adjustment is not necessary we will reject your Network Adjustment Order and charge you for completing the verification activity, if we have attended site. There are two Network Adjustment verification charges as defined in the Openreach Price List which are based on the resource effort required and complexity of the activity;
Network Adjustment Verification (Simple) Chargeable where a customer requests a Simple Network Adjustment which is found upon survey not to be required
Network Adjustment Verification (Complex e.g. including rodding)
Chargeable where a customer requests a Complex Network Adjustment (e.g. where rodding is required) which is found upon survey not to be required
Depending on the reason for rejecting a Network Adjustment Order we may permit you to carry out the work at your own costs or request us to undertake it on your behalf, which would be chargeable. An example of this may be where we believe new duct is the appropriate solution as the cost of repair is not efficient.
If we confirm the Network Adjustment is required we will advise you of;
• Charges for the Network Adjustment • Our current estimated remaining limit in the Network Adjustment fund for this NoI Order • The Customer Confirmed Date (CCD)
For all Network Adjustment Orders (NASO and SPO) we will also provide the following:
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Not to Exceed Amount. This is the maximum we will pay for you to undertake the work (subject to the amount remaining in the Network Adjustment fund). The Not to Exceed Amount will be based on our standard charges for the work which is the subject of the SPO or the amount remaining in the Network Adjustment fund whichever is lower e.g. if there is £200 remaining in the Network Adjustment fund and the work required is £400 then the Not to Exceed Amount will be £200.
Method to be used, e.g. duct blockage clearance Remaining limit in the Network Adjustment fund for this NoI Order The date by which any SPO work will be completed
If there are multiple Order lines within your Network Adjustment Order, the CCD for that Order is equivalent to the
Order line item with the longest CCD duration. You will be able to view the individual Order lines to see the
expected completion dates for each item. If you require a CCD to apply to an individual Order line item you should
place a Network Adjustment Order with a single line item.
We will send you a KCI with the above information within 5 Working Days of receipt of your Network Adjustment
Order.
Upon receipt of this KCI message you will need to confirm to us within a maximum of 5 Working Days whether you wish us to proceed and undertake the work, whether you will undertake it yourselves or whether you wish to cancel the Network Adjustment. You can do this by responding to the appropriate fields within the Network Adjustment Order as shown in the screenshot below.
It should be noted that if you take longer than 1 Working day to confirm this it may result in the CCD being changed.
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If you need to amend a Network Adjustment Order you will need to cancel and resubmit it.
The below diagram provides a high-level overview of the Network Adjustment process:
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More information on the Network Adjustment Order process can be found in the Map Tool User Guide.
10.3 Point of No Cancellation (PONC)
Once you have accepted a Network Adjustment Order you will not be able to amend it and you will not be able to cancel it without incurring charges; this is known as the Point of No Cancellation. After this point, if you cancel the Network Adjustment Order or a line on a Network Adjustment Order you will incur the full product charge(s) for the work requested.
Cancellation of an Order can also occur if the NoI Order has been cancelled, expired or terminated either by you or by us, e.g. if the 6 month Build Period has expired and/or no extension has been accepted.
10.4 Departure From Estimate (DFE) – Openreach undertaking the Network Adjustment
If we identify additional work is necessary we will contact your DFE contact, as provided by you on the Order. We will only do so where the incremental charges are not covered by the balance of the Network Adjustment fund or you have requested that we contact you in all cases. We will contact you by phone and will follow up what was agreed with a KCI message.
If you ask us to proceed you will be charged for any incremental charges in excess of the balance remaining on the Network Adjustment Limit for the associated NoI Order. If you do not wish for us to progress with the work or we do not receive a response within 1 Working Day then we will cancel your Network Adjustment Order line. Note, if you do not use the infrastructure which was the subject of the Network Adjustment you will still be liable for any charges incurred for the work undertaken. Any delay in your responding to our request for a DFE will be taken into account when calculating our performance against any SLAs, i.e. the clock will pause until you respond to approve.
The below diagram provides a high-level overview of the process:
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10.5 Departure From Estimate (DFE) – Customer Undertaking the Network Adjustment
If you identify additional work is necessary and your Network Adjustment fund is not exhausted you will need to
contact the PIA team to request the DFE. We will verify your requirements and if appropriate, confirm acceptance
of the DFE, this may either be a desk based assessment or require us to attend site. We will aim to complete this
within 1 Working Day.
If we accept the DFE we will provide you with revised information based on the changes to the Network
Adjustment e.g. higher Not to Exceed Cost.
If we do not believe there is a requirement for additional work (DFE) we will discuss alternatives with you. If you
still wish to progress with the additional work then this will be at your own cost. In all cases we will only be liable
for costs up to the amount remaining in the Network Adjustment fund.
The below diagram provides a high-level overview of the process:
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10.6 Date Change Request (DCR) – Openreach undertaking the Network Adjustment
There may be instances, as defined within Schedule 7 of the Agreement where we need to change the CCD. We will notify you of the new CCD and the reason for changing the date via a KCI message.
10.7 Date Change Request (DCR) – Customer Undertaking the Network Adjustment
There may be instances, as defined within Schedule 6 of the Agreement where you need to change the complete by date. You will need to notify us of the new complete by date and the reason for changing it by contacting the PIA team.
10.8 Cancel Request
There may be some instances where we need to cancel a Network Adjustment Order or Order line. This will be because there is a more effective remedy, for example where upon investigation in repairing a duct section we identify that the actual root cause is congestion thus the remedy would be a new duct section.
The portal experience for cancelling and amending both a Co-op and Ancillary and Network Adjustments is similar with only minor variation in the screen information. Further information is available in section 10.9.
10.9 Network Adjustment Reconciliation
Note: this section will be updated with more detail on how you can submit the invoice for an SPO once the process
is fully developed.
On submitting your final Build Completion Pack we will recalculate the associated Network Adjustment Limit for your NoI Order. The original funding amount for the Network Adjustments is calculated based on the proposed Spine Duct in the NoI Order, which may differ from the actual amount built so the fund may increase or decrease depending on whether you occupy more or less Spine Duct than planned. We will recalculate any amount owed or chargeable to you for work either you or we have undertaken based on the revised Network Adjustment Limit. If you are owed for the SPO Network Adjustments you completed then you will need to submit an invoice for the work undertaken. We will then pay you any appropriate charges through our purchase order system.
Please refer to Schedule 6 of the Agreement for the terms relating to Network Adjustments.
11 Co-op and Ancillary Products
There may be times where you require us to assist you or undertake network build on your behalf where outside the scope of a Network Adjustment.
You are able to place an Order for Co-op and Ancillary products for an acknowledged NoI Order. Co-op and Ancillary products are subject to charges set out in or referred to in the Openreach Price List. Examples of the types of chargeable Co-op and Ancillary products are set out in the table below.
Cable recovery (light) - per 100m
Cable recovery (heavy) - per 100m
Cable recovery (large) - per 100m
Joint box breakthrough
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Customer changeover, per pole visit
Customer changeover - hourly rate
Provision of an Earth Spike for pole
Renew, provide and/or re position Pole steps on Pole - per pole
Re-tension, refix and renewal of aerial cable
Re-tension, refix and renewal of drop wire
New Small Footway Box
New Medium Footway Box
New Large Footway Box
New Small Carriageway Box
New Medium Carriageway Box
New Large carriageway Box
New Duct - soft – per metre
New Duct - footway – per metre
New Duct - carriageway – per metre
New Pole
Replacement Carrier Pole (expedite)
Replacement DP Pole (expedite)
Replacement Carrier Pole
Replacement DP Pole
Provide pole top ring-head
Joint Chamber/Manhole 'pull through' – per 100m sub-duct
Blockage clearance (initial) - per blockage
Blockage clearance (subsequent) - per blockage
Co-op Survey – per survey
Issue of Security Key
Openreach Assist – per visit
Openreach Assist – per hour
Assessor accreditation - surveyor
Assessor accreditation - overhead
Assessor accreditation - underground
CP Accreditation; per licensing site
Removal of locked lids - visit
Removal of locked lids - per hour
11.1 Co-op Products
Co-op products can be requested by placing a Co-op and Ancillary Order and selecting the product you require.
11.1.1 Co-op Survey
When you require us to attend site and undertake a survey with you on our infrastructure, e.g. assessing pole
loading, we offer a ‘Co-op Survey’ product.
You will need to provide contact details in the notes so that we can contact you and arrange a mutually convenient
time to meet your operative on site.
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11.1.2 Locked Lids
Security keys to unlock certain joint chambers (excluding Secure/Sensitive areas) are available to order from us.
To request a Security Key you will need to place a Co-op and Ancillary Order, selecting the ‘Issue of Security Key’ product. You will need to provide the location and exchange 1141 code as the security keys vary by area. You are able to keep these keys unless you no longer occupy or have an NOI/Order or Licence for that part of the network that the key relates to then you should return it to us within 5 Working Days.
Alternatively you can arrange access via one of our local field teams by placing a Co-op and Ancillary Order, selecting the ‘Removal of Locked Lids’ product. You will need to provide the inventory details, location and exchange 1141 code. The PIA team will then contact the local key holder to arrange access.
You can either collect the key from the key holder, which will require you signing out/in the key or arrange for the key holder to attend site (this subject to their availability).
Where we provide access via one of our local field teams you should ensure all joint chamber lids are locked and keys returned promptly to us upon completion of your installation work. You will be liable for the costs of replacing any keys you lose together with an administration charge as defined in the price list. Note, under no circumstances should you copy the keys or allow them to be copied, and you should take precautions to ensure they are not lost or damaged and you should use them and return them promptly where collected from a key holder.
11.1.3 Joint box breakthrough (Undertaken by Openreach)
You are able to request us to undertake a joint box break through (core drill) into our jointing chambers when you
need to connect your duct to interconnect chambers you have built for your own purposes or to augment a duct
route. You will need to place a Co-op and Ancillary Order, selecting the ‘Joint Box Breakthrough’ product and
selecting option ‘Self provide?’ as ‘No’. You will need to provide the inventory details, the location and exchange
1141 code.
11.2 New Infrastructure (Duct, Chambers, Poles)
We also offer a range of chargeable Ancillary products associated with duct and pole infrastructure; including the laying of new duct, new poles and building joint box chambers on existing Openreach duct (for Joint Chamber dimensions please refer to Annex 5 – Joint box types and charging category).
If you request us to lay the duct for you and this is greater than 5 metres in a single section then the break through into existing jointing chambers is inclusive of the duct charge. If equal to or less than 5 metres of duct is required in a single section then the break through charge will also be applicable. Any new duct we install will be owned by us and form part of our network.
11.3 How to order a Co-op & Ancillary Product
You are able to place Orders for Co-op & Ancillary products via the Map Tool using a acknowledged NoI Order and where you have conducted you own physical survey. The Ordering portal experience for Co-op and Ancillary products is similar to that for Network Adjustments.
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Having searched for the NoI Order use the icon highlighted in the screenshot below.
This will take you to the following screen where you will need to select ‘I want to place a Co-op and Ancillary Order’.
You will need to enter your contact details.
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You will need to select the product(s) and quantities you require from the dropdown menus. You are able to select a maximum of 10 products.
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You will need to enter details for each of the product you have selected, as shown in the example screenshot below.
You will then be able to confirm your Order details prior to submitting your Order.
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Once you have submitted your request you will be provided with an Order number to acknowledge that we have received your request. This will usually be done immediately and within 4 working hours.
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You must submit an accurately completed engineering diagram (A55) where appropriate at the same time as placing an Order for Co-op & Ancillary products and send to the PIA team. We will then validate your Order and if your Order fails validation then we will send you a KCI-Delay email providing reasons as to why your Order has failed validation.
Reasons for failing your Order at validation may include but are not limited to the following;
Invalid Notice of Intent
Insufficient Information : Survey
Insufficient Information : A55
Insufficient Information : Photo Evidence
Customer is not allowed request an Order for Co-op & Ancillary product (e.g. in Breach)
If we send you a KCI-Delay email you will need to correct any errors and resubmit your Order or provide missing information. You will need to submit this within 10 Working Days of receiving the KCI-Delay message. We will acknowledge your response within 1 Working Day.
If you respond to the KCI-Delay message with updated information but this is still incorrect/ missing information we will send you up to a further 2 KCI-Delay messages requesting the correct/missing information. If you have either not responded to the KCI-Delay message or after 3 attempts the information is still incorrect/missing we will cancel your Order for Co-op and Ancillary work. If we cancel the Order you will receive a KCI-Cancel message.
Once your Order has been validated we will create the job(s) and costings and provide you with a KCI-OSU (Update) with the job details and the anticipated date for completion.
We will update you as the job(s) are progressed and on completion of the Order (KCI-3).
11.4 Point of No Cancellation (PONC)
Once we have completed planning and created a job for a particular product on your Co-op & Ancillary Order you
will not be able to amend it or be able to cancel it without incurring charges. This is known as the Point of No
Cancellation i.e. once the job has been created. After this point if you cancel your Order you will incur the full
product charge for work requested. Cancellation of an Order can also occur if the NoI Order has been cancelled,
either by you or by us, e.g. if the 12 month Build Period has expired and/or no extension has been requested.
11.5 Departure From Estimate (DFE)
If we identify additional work is necessary we will contact your DFE contact, as provided by you on the Order. We will contact you by phone and will follow up what was agreed by with a KCI message.
We will seek your agreement to progress with the revised Order. If you ask us to proceed you will be charged for
the incremental costs for the additional work. If you do not wish for us to progress with the work we will cancel
your Order. Note, if you cancel the Order you will still be liable for any costs incurred for the work already
undertaken.
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11.6 Date Change Request (DCR)
There may be instances where we need to change the completion date of an Order. We will notify you as soon as
possible with the revised date for completion and the reason for changing the date.
11.7 Cancel Request
There may be some instances where we need to cancel your Order. This may be because, for example, there is a
more effective remedy or for engineering reasons it is not possible to complete the work.
11.8 Enabling Works (Customer Funded Ancillary work)
You are able to undertake the following enabling works at your own risk and costs subject to the terms in Schedule 5 the Agreement. You will need to notify us where installing new joint chambers and undertaking Joint Box Breakthrough by placing a Co-op & Ancillary Order and selecting the self-provide option so that we can update our network records.
11.8.1 Joint box breakthrough
You may carry out breakthroughs (core drills) into our jointing chambers when laying your own duct to interconnect
chambers you have built for your own purposes or to augment a duct route. We will not permit you to carry out a
breakthrough into Secure/Sensitive Areas such as exchange manholes, deep level tunnels (DLTs), cable chambers
or other line plant we identify as a Secure/Sensitive Area. Alternatively you can Order a breakthrough from us and
the breakthrough charges will apply.
11.8.2 Duct Blockage Clearance, Desilting or Repair
You are able to undertake duct blockage clearance or repair yourself using suitable qualified and accredited
operatives, in accordance with the Engineering Principles. Alternatively you can try as a first step to clear any silt,
using a specialist De-Silting service before you decide to undertake any civils work and dig down to clear any
blockage. When entering into the side of a duct for clearing purposes, it is essential that the existing cables and
sub-ducts are not damaged. Once the initial entry has been made and opened, protective shields should be placed
over the cables whilst the remaining duct material is cut away. You must use approved Openreach materials, as
defined in the Engineering Principles.
You must remove debris from the affected area, ensuring that there are no sharp edges or burrs that may cause damage to in-situ cables or during future cabling operations.
11.8.3 Pole Ring Installation
You are able to install a new Pole ring; this must only be undertaken in line with Engineering Principles.
11.8.4 Installing Joint Chambers on Openreach Duct
You may build a joint chamber over any existing section of Openreach duct using suitable qualified and accredited
operatives or contractors in accordance with the Engineering Principles, excluding sections of multiway duct with a
manhole on each end. You must use approved Openreach branded materials, as defined in the Engineering
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Principles. You will be required to ‘gift’ the joint chamber to us on completion of build and this will then become our
equipment and part of the Openreach network.
11.9 Amending/Cancelling Network Adjustments or Co-op and Ancillary Orders
Note: this section will be updated following further development of systems scheduled for May/July 2019.
The portal experience for cancelling and amending both a Co-op and Ancillary and Network Adjustments is similar
with only minor variation in the screen information. For the purpose of this section the screen layouts used refer to
Co-op and Ancillary Orders.
You can cancel or amend a previously submitted Co-op and Ancillary or Network Adjustment Order but you may be
subject to charges, e.g. if the Order line is past the Point of No Cancellation (PONC).
To either cancel or amend a Co-op and Ancillary and Network Adjustment Order you will need to log into the Duct
and Pole Access Map Tool, search for your NoI Order and then select the ‘Progress Order Journey’ icon.
You will then need to select view Orders to view the associated Co-op and Ancillary and Network Adjustment
Orders associated with a NoI Order.
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You will then be presented with a list of Orders. Select the Order you want to amend or cancel and then select
‘Next’.
You will then be presented with the Order details including the associated Order lines, with the work you have
requested and their status. You can either cancel an entire Order or just a specific Order line. To cancel the entire
Order select the ‘Cancel Order’ button.
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To amend an Order select ‘Amend Order’. You will be taken to the screen below where you will be able to amend
the following details;
Customer group email for KCI Cc email Contact details DFE authorisation details Job Contact details Work Description Notes.
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Once you have made the changes required select ‘Next’.
To cancel a line item (product), select it using the radio button and then use the ‘Cancel Product’ button. Note, you
can see the current status of a line item, e.g. whether it has been issued to our supplier or has been completed.
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You will be presented with a ‘warning’ screen to confirm you wish to proceed and that you may incur charges, e.g.
if the work has been issued or completed – please refer to the section on PONC.
If you select ‘Yes’, you are accepting any appropriate cancellation charges and the changes will be reflected under
the ‘Sub Status’ field in the Product Details tab, as shown in the screenshot below.
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Select ‘Next’ when you have completed your changes and you will be taken to the Confirm Order tab, as shown in
the screenshot below.
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If you are satisfied with the changes then select ‘Submit’ to place your amend/cancel Order. You will then be
presented with the confirmation screen shown below.
12 Granting of a Licence
Once you have submitted your Build Completion Pack you will be presented with a confirmation screen providing you with a reference number and more information can be found in section 9.9. This is when your Licence will commence.
Any acknowledgement of commencement of the Licence does not mean that we will have checked and verified any work you have done on or in the Physical Infrastructure and we reserve the right at any time to audit and check your work to ensure it meets the terms of the Agreement. We will grant a Licence for the following terms;
• 5 year Licence term for spine infrastructure • 12 month Licence term for lead-in infrastructure
Further information can be found in Schedule 9 of the Agreement.
13 Audit
As part of our drive to maintain the quality of our network for the benefit of all of our customers, we will undertake
audits on the work you are doing and completing as part of your PIA Order. We may increase the frequency of our
audit up to 100% of all PIA Orders if we find issues of concern in a particular area or with a particular customer.
There are various types of audit for PIA and our process enables Orders to be selected at random to be audited,
this will be triggered by a number of activities.
1. NoI Order audit: this will be triggered where a NoI Order expires or is terminated. We will check to ensure that there is no apparatus in our Physical Infrastructure associated with a NoI Order that has been cancelled expired or terminated.
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2. In progress quality/process audit: this will be triggered by you providing or updating ‘Whereabouts’ to tell
us where and when you are working in our network. We will audit to ensure that the process you are using to install or repair in or on our network meets Engineering Principles standards and the terms of the Agreement. This will help us ensure that both Openreach and other customers are not impacted by the processes you are using.
3. Retrospective quality audit: this will be triggered by the submission of your Build Completion Pack and we will audit based on the details that you have submitted when closing your Order. We will audit work to ensure that it meets Engineering Principles standards, the terms of the Agreement and reflects the contents of your Build Completion Pack.
4. Subsequent audit following remedial action: this will be triggered by closed completed “Candid” (see
below) reports to ensure remedial work has been completed and meets Engineering Principles standards and the terms of the Agreement. This may be via a follow up on site audit or via reviewing evidence we have received from you to show the defect has been rectified.
5. Forecasting audit: we may also audit to ensure that the agreed Forecasting process is being followed correctly and that Monthly Build Reports (as defined in Schedule 2 of the Agreement) are an accurate reflection
of what has actually been built.
Examples of checklists our auditors use for PIA can be found in Annex 7- Examples of Quality Audit Checklists and a high level view of the process for Quality Audit is below:
13.1 Candid Tool
Candid is a tool used by Openreach to communicate with third parties regarding quality of workmanship. Most audit
issues will be dealt with through our Candid tool which will allow you to view, accept or challenge our audit findings
for each Candid report. It provides prompts and reminders of when remedial work needs to be completed. As part
of the audit process we may also raise any concerns we have with you directly, at any time.
All issues identified in accepted Candid reports should be rectified within 30 Working Days of acceptance except in
the case of serious safety issues which you should rectify in the time period we specify. The tool will allow a report
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to be closed; closure will need to be signed off by both parties and will mean that both parties are in agreement
that the issue has been resolved.
If a Candid report is not accepted by you then you can appeal the findings by providing the evidence to support
your position. One of our audit managers will then consider the evidence and make a decision as to whether we
accept the appeal. Once the audit manager makes their decision they will either close the Candid or write to you
explaining why the appeal has not been successful, giving the timescales when we expect remedial work to be
completed. Any decision we make in this regard is final but if you are not in agreement with this decision then you
can raise a dispute as set out under clause 27 of the Conditions.
We can provide you with a trended report of the audit results on request, or we can provide you with read only
administrator access to Candid to allow you to see your own audit performance.
Where we have concerns about the quality or safety of work being performed, either as a result of a deteriorating
quality trend, high level of defects requiring action, late/non closure of Candid reports or safety issues then we may
require you to provide an improvement plan. A joint meeting to discuss and agree the plan, reporting, timelines
and actions will be scheduled. This should be carried out within 20 Working Days of the initial request. We will
provide details and evidence of our cause for concern as part of the request. Where improvement plans are
agreed it is expected that the principles laid out in ISO 9001 (2015) sect4 are applied in ensuring that an effective
quality process exists that limits our need to increase inspection levels.
In circumstances where performance continues to deteriorate, does not improve, or the agreed action plan has not
been implemented or cannot be agreed we will request a further meeting jointly with the OTA to facilitate a
mutually agreeable plan, with independent over watch.
If you fail to rectify defects within the periods set out in the audit process, you will be liable for the charges set out
in Schedule 7 of the Agreement As agreed with Industry; these charges will not apply during the Bedding in Period.
Nothing in the above removes, limits or restricts any and all rights we have under our agreement with you for PIA
including but not limited to the suspension of your ability to place PIA Orders, the issue of a breach notice, the
claiming of compensation from you when you fail to rectify defects as set out in Schedule 7 and termination of your
Licence.
14 New Sites
PIA is available on new developments (New sites) where infrastructure has been handed over to us by the developer and it has been quality checked by us. You must submit a NoI Order in the usual way for each site and you should also obtain site specific permission from the developer.
You should provide your own draw rope in our infrastructure through working with the developer at your own cost and arrange for your own power sockets and access hole into the property with the developer.
There will be an Openreach field based co-ordinator (FBC) allocated to a site in most circumstances who will be able to assist with any collaborative working that may be required. You may be required to submit an Order for the Openreach Assist product available through the Co-op and Ancillary Order process.
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15 Wayleaves
We can, on request and subject to our wayleaves charges and new data protection rules, provide you with information on wayleaves that we may already have for our infrastructure and you can do this through contacting the PIA Team. This can include, for example, information on those wayleaves that we have obtained since December 2017 and which may benefit from the rights under the new Communications Code (‘the New Code’). This will help you assess whether and to what extent you may be able to benefit from the New Code. It is, however, your responsibility to determine what rights, permission and wayleaves you require to survey, install and maintain your apparatus on private land.
16 Street works
You are responsible for ensuring you obtain all necessary street works permissions for the installation and maintenance of your apparatus and are responsible for all associated costs. Any street works notices and permits submitted for PIA must contain a note advising the local authority that you are working on the Openreach network but not for or on behalf of Openreach.
You will be responsible for responding to and resolving any street works issues in accordance with your obligations under NRSWA and associated regulations. Site information boards must be displayed at all works identifying who is working there together with contact details.
17 Damage and the A1024 Process
You must notify us of any damaged plant that you find in or on our network infrastructure as soon as reasonably practicable, whether it is yours, ours or another third party.
Where you need to report general damage e.g. a pole smash or broken duct, you should contact the General Damage and Incident Reporting team, contact details are included in the Customer Service Plan.
Where you need to report damage with another third party network e.g. an open joint, you should contact the PIA Team so it can be recorded and the other third party informed.
In the event you identify worn or potentially dangerous infrastructure e.g. pole leaking creosote or cracked lids, you should contact the PIA Team who will take the details from you and make the appropriate entries into our internal systems to get the issue resolved. You will be provided with a unique reference number and you must write this on an A1024 label and attach it to the affected piece of apparatus/infrastructure you have reported.
A1024 labels are available via one of our suppliers as detailed in the Customer Service Plan. Labels can be ordered in bags of 10 and there is a minimum order of 100 bags, with a lead time of up to 3 weeks. Please be aware you will need to set up an account with our supplier when you place your first order.
An example label is displayed below; please note these labels are also available in yellow:
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If A1024 labels are present in the Physical Infrastructure you must conduct your own risk assessment to determine if it is safe to proceed with the work. A high level view of the process is below:
18 Fault Reporting, Repair and Proactive Maintenance
Note: this section will be updated following the successful deployment of systems solution for Repair.
Plant is split into two parts – infrastructure i.e. poles and ducts will that belong to us and cables, dropwires and or
sub duct that may be ours or yours and should be appropriately marked. Faults or damage to your equipment, if
notified to us, will be forwarded to you for rectification using the contact provided in the Customer Service Plan
which you are responsible for keeping up to date.
You are required to give us notice if you want to visit to repair and/or replace your apparatus in or on our
infrastructure and you must notify us at least 1 Working Day in advance using the Whereabouts process, unless it is
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an emergency restoration in which case you need to notify us as soon as reasonably practicable. You must report
any accidents/incidents or damage which occur or which you find on, in or in connection with your use of our
infrastructure to the appropriate Openreach team (see A1024 Damage above).
You are responsible for all repairs to your own apparatus and infrastructure, and should submit a retrospective
Build Completion Pack covering any deviations undertaken to the original route as a result of repair.
Below is a simple table that describes possible scenarios where we may interact with you during an incident.
This table is not exhaustive and there may be incidents that lie outside of those described below.
Damage to infrastructure
Damage to
Openreach network
Damage to
Customers network
Actions Contact
Yes No No
Openreach– repair infrastructure using BAU processes and existing A1024 procedures
No visual damage to customers network therefore no contact made to customer
BAU Openreach processes
(no impact to customer)
Customer – report any
damaged, worn or dangerous
Openreach infrastructure.
Report the Openreach Damage to General Damage and Incident team detailed in the Customer Service Plan. Report worn or dangerous infrastructure to the PIA team detailed in the Customer Service Plan.
No Yes No
Openreach – repair cable network using BAU processes.
No visual damage to customer’s network therefore no contact made to customer.
BAU Openreach processes
(no impact to customer)
Customer – report any damage
to either Openreach or another
customer’s network.
Report Damage to the Openreach General Damage and Incident team detailed in the Customer Service Plan.
No No Yes Openreach – on observing damage to the customer’s
Section 18.2
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network Openreach will advise the customer as per Section 18.2
Customer – if advised of damage by Openreach the customer will raise a repair request as outlined in section 18.1
Section 18.1
Yes Yes Yes
Openreach – repair infrastructure using BAU processes.
Openreach – on observing damage to customer’s network Openreach will advise the customer as outlined in section 18.2
An incident may be declared and all affected customers will be informed.
BAU Openreach Process
+
Section 18.2
Customer – if advised of damage by Openreach the customer will raise a repair request as outlined in section 18.1
Customers will be advised if a major incident is declared and as such the priority of circuits and what is carried over them may take precedent over normal repair process. See section 18.1
Section 18.1
18.1 Customer Repair Self-Reported by Customer
Where you identify that a fault has occurred in your network and have found you require access to the Openreach
infrastructure to clear a fault (s):
You must adhere to all Engineering Principles, operative accreditation and submitting of Whereabouts. You are responsible for obtaining any Highway notification that may be necessary.
If you require our assistance or additional ancillary services you will need to submit an Order (process to be defined as part of the strategic Repair solution scheduled for July/September 2019)
If you have accredited civils resource trained to un-block ducts then you can continue emergency repair and retrospectively submit an Order to show any revised route.
Emergency repairs by you can include temporary closures, temporary cables and overlay cables. For any Emergency repairs carried out a subsequent Whereabouts will need to be submitted as soon as reasonably practicable.
We may also audit any work undertaken in accordance with the audit process.
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18.2 Customer Repair Reported by Openreach
If we observe or cause any damage to your cables or equipment the Openreach representative on site will contact their Openreach control centre who will arrange for you to be informed. We will use the details you supply in the Customer Service Plan and you are responsible for keeping these details accurate and up to date. 18.3 Third Party Damage
If a third party causes damage to our infrastructure or apparatus then we will pursue action against the third party to recover our costs but we will not seek to recover any costs on your behalf. If you wish to recover costs from a third party then you must make your own arrangements to do so. We will share on a reciprocal basis any suitable information regarding third party damage. 18.4 Network Defects and Hazards
Typical Defects and Hazards may concern –
Health & Safety Works compliance defects either by Openreach or the Customer Security defects
18.4.1 Defects in Customer’s Network observed by Openreach
If we become aware of physical damage to your apparatus in or on our network and which is the subject of a valid
Order then we will contact you and inform you of the location and type of damage to enable you to make a repair.
If the damage is a safety hazard then we will guard appropriately and request that you remove the hazard. In
cases where we are requested by any Emergency Services to remove the hazard then we will do so with no liability
to you.
18.4.2 Defects in Openreach Network observed by the Customer
If you observe that there is a defect within our infrastructure then the repair must be instigated as follows:
For safety issues (e.g. low wires over a carriageway, defective poles, close proximity to live electric cables) contact the PIA Team to raise an A1024. If the defect is a safety hazard to the public then this must either be guarded appropriately or the hazard removed.
For issues with ‘wear and tear’ (e.g. pole leaking creosote or cracked lids) contact the PIA Team to raise an A1024.
If you damage or observe any damage e.g. a pole smash or broken duct to any of the Openreach network then contact the Openreach General Damage and Incident reporting team to report this damage
Any issues with regards to the security of our plant or attempted forced access, threats to staff, or other security issues should be reported directly to BT Security as detailed in the Customer Service Plan.
18.4.3 Incidents
If a formal incident is declared that involves you and us then the Openreach Incident Management process will be invoked for PIA. We will ensure that a nominated person takes charge of the site and we will ensure that all repairs
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and priority of repair are carried out in alignment with the international Business Continuity Management (BCM) ISO22301 standard. You may be required to attend calls which will co-ordinate the activities of all parties involved including any Emergency Services or other civil authorities. It is imperative that where you are carrying any critical circuits on our network (e.g. Life & Limb, Blue Light etc.), then we are informed at the earliest possible opportunity so we can ensure service restoration is done appropriately.
19 Diversionary Works (Repayments)
At times it will be necessary to re-arrange and re-site parts of the Openreach infrastructure, e.g. the Highways Authority widening a road, moving overhead structures to underground at a ‘beauty spot’, or otherwise re-arranging our network. You will be asked to supply the name and details of the person within your organisation who is responsible for co-ordinating any diversionary works and it will be your responsibility to maintain and keep these details up to date in the Customer Service Plan.
We will inform you of any diversionary works requests which we believe will impact any of your apparatus in or on our network and for which you are in the process of building (with a valid NoI Order) or have already submitted a Build Completion Pack and been granted a Licence.
The requirement for diversionary works may be notified to you or us. We (whether notified by you or directly by another authority) will arrange and co-ordinate any diversionary work relating to our infrastructure and apparatus.
On receiving a request to plan diversionary works our planner will check for the presence of PIA customer apparatus in or on our infrastructure at the site. Where we identify your apparatus (with a valid NoI Order or Licence) then we will contact you to inform you of the location of the infrastructure, when it will be removed and where it will be moved to so that you can re-plan your network. We will also provide you with the details of who has requested the diversionary work, so that you can approach them to negotiate the recovery of any costs you incur in moving your network.
In some cases, where we are already in the process of moving our network you will not be able to place a NoI Order until that work is completed and the new alternative infrastructure is available. If you have an existing NoI Order for infrastructure which becomes subject to diversionary works then we will contact you to amend that NoI Order to reflect the diversionary works. You should also be aware that the diversionary works will have an impact on the charges you pay for the Services and the relevant Network Adjustment Limit.
We will provide you with details of the dates when we need to remove and replace our infrastructure and prior to that date you will need to remove your apparatus and relocate it in our new infrastructure. You will need to work together with the relevant third party, e.g. Highways authority, Local Authority, HS2 etc. and in conjunction with the project management team on-site to move your apparatus to help limit any impact on your services.
Whilst you (and Openreach) will be given reasonable timescales to undertake the planning and execution of this work the timetable is usually set by the third party, e.g. Highways Authority, Local Authority or landowner and failure to meet the schedule could result in physical disconnection of your network by the third party to enable their work to proceed. It is important therefore that you work to the dates we provide to remove your apparatus and re-instate at the new location. If you fail to meet these dates then we reserve the right to remove your apparatus from the relevant infrastructure and dispose of it without any liability to you and your Licence, in so far as it relates to this apparatus, will terminate.
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A high level view of the process is below:
20 Defective Poles (D poles) and Pole Replacement Programme
Where poles are in danger of collapse you will be required to co-operate with us to move your cables/equipment on to the new pole within 24 hours of notice from Openreach.
For programmed D pole replacement you will be required to co-operate with us to move your cables/equipment on to the new pole within 28 days of notice from Openreach.
You will be responsible for change-over of your equipment at your cost where pole replacements are undertaken due to maintenance or safety reasons and this will also require co-ordination with us and other customers.
You will be asked to supply the name and details of the person within your organisation who is responsible for co-ordinating this activity and it will be your responsibility to maintain and keep these details up to date in the Customer Service Plan.
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There are two types of D pole – Policy and Non-policy
20.1 Policy D Pole
Policy D poles are decayed and damaged poles that need to be replaced. We aim to replace all policy poles within 2 years. These poles must not have additional attachments placed on them whilst they are waiting to be replaced. It is possible to replace some wires on a like for like basis as long as the pole is not in danger of collapse.
20.2 Non-Policy D Pole
Non-policy D poles are poles that do not present a risk to members of the public but may have restrictions on them. This may mean they cannot be climbed (MEWP access only) or only a limited number of wires can be added to them. An example of a non-policy D pole is one that is planted shallow. Non policy D poles are not replaced until they show signs of damage or decay or alternatively they need to be replaced to add additional wires or cables to them.
You may be required to provide temporary service if the pole replacement is delayed due to traffic management approval/ local authority approval.
20.3 Hazard Pole Database
Should you require access to information on D poles in our network you can access our hazard pole database using
the SDEDS (a file sharing application). Our Customer Establishment Team will guide you through this process if
required.
The information is indicative only and may not be exhaustive or up to date so please use it with this in mind. The
information does not remove the need for you to carry out any and all proper checks on our poles before you carry
out and work thereon (including but not limited to attaching any equipment or cables and before you
climb). Guidance around checks that are required before and/or whilst using our poles is set out in or referred to in
Engineering Principles and you should ensure that anyone working on poles on your behalf have the appropriate
skills and training working in accordance with the Accreditation Guidelines and Good Industry Practice. You are
reminded of the need to comply with the terms of the Agreement and all laws, regulations including but not limited
to those relating to health and safety when doing any work on or in our network.
The file will be in the format .csv and will contain the following data items for each entry:
OPIS_SERIAL_NO
DISTRICT_ID
EXCH_GRP_CODE
DP
SUB_POLE
GRID_REF
ADDRESS
LENGTH
POLE_TYPE
INSP_DATE
RESULT
RESULT_DESCRIPTION
DATA_DATE
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21 Pole Tests
It is imperative that anyone working on / climbing our poles is properly trained and aware of all of the current safe climbing requirements.
In some circumstances, where necessary you can request for a Pole test to be carried out by Openreach. There is a set of criteria that needs to be met before a pole test request is accepted; this is documented in the PIA Engineering Request for Pole Tests document.
22 Billing
You can find the prices for PIA products on Openreach Price List.
Billing can take place at various stages throughout the Order process, for example where you may consume
chargeable Co-op & Ancillary products, and then subsequently upon Build Complete where you start to incur Licence
fees.
More information can be found in the PIA Billing Guide.
23 Service Level Agreements (SLAs) and Service Level Guarantees (SLGs)
23.1 SLAs
We will provide you with SLAs against the following activities in relation to Network Adjustments:
Acknowledge Receipt: 4 Working Hours
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Time to Verify: 5 Working Days
Time to provide: Customer Confirmed Date (CCD)
If we need to change the CCD we will notify you as soon as reasonably practicable.
23.2 SLGs and the Bedding In Period
It has been agreed with Industry that no SLG payments will be made to customers during the Bedding In Period
i.e. the SLG quantum will be set to £0. The subject of SLGs will continue to be discussed with Industry during this
time.
23.3 SLAs, SLGs and Forecasting
You should note the link between our ability to perform against SLAs (and any subsequent payment of SLGs) with
the accuracy of your submitted forecasts as described in section 8.
Further information on SLAs/SLGs can be found in Schedule 7 of the Agreement.
24 Missed appointments
If either you or we need to change an agreed appointment you/we will need to provide at least 48 hours’ notice to
the other party. If less notice is provided and/or either party fail to turn up on site at the agreed appointment date
and time then a fixed fee missed appointment charge will be applicable. Where additional charges are incurred e.g.
attending a remote location such as the Scottish Islands, requiring ferry/accommodation charges then these will
also be chargeable.
Further information can be found in Schedule 7 the Agreement.
25 In-Life (Moves, Adds and Changes to an Existing Licence)
Note: this section will be updated following the successful deployment of systems solution for managing In Life
requests.
On completion of build (i.e. the Build Complete and Record has been submitted and acknowledged), you may find
that you need to undertake retrospective work in relation to your apparatus in our network. To do this you will
need to place an in-life change request Order to us (which may consist of a new NoI Order in some circumstances
e.g. where the route may deviated from the original route). This is known as a modify Order request and you will
need to place a request to carry out work on the original NoI Order. Below are some examples of work categorised
as In-Life Order changes:
Adding a Joint to an existing cable Moving an existing joint position Re-routing of an existing cable into your duct and therefore breaking into Openreach Joint Box Core drill into an Openreach joint box and connect up your duct
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In-Life Change requests can only be placed when there is an existing Licence and the Order status (Build Complete
and Record request) is completed, and there is no Cease Network project created or in progress.
You will either need to submit an updated NoI Order, as per the NoI Order process or raise a Co-op and Ancillary
Order depending on the requirement.
Process and KCI messages will be the same as for a new NoI Order and/or Co-op and Ancillary Order.
On completion of any build work in the network you will need to submit a Build Completion Pack.
25.1 Novations, Transfer of Service and Name Changes
25.1.1 Novation
The Novation process allows the transferring of specific product contracts from one legal entity to another. The
losing CP novates the contract(s) and associated assets to the gaining CP. A novation may occur, for example,
where CPs merge or one CP acquires another.
The Novation process requires an agreement to be signed by all concerned parties i.e. losing CP, gaining CP and
Openreach. That agreement will be the Openreach standard novation agreement.
25.1.2 Transfer of Service
The transfer of service process allows you to request the transfer of part of your asset base to another CP. A
transfer is carried out on an asset basis and will require a signed agreement from all concerned parties i.e. losing
CP, gaining CP and Openreach. Please note that in the case of a transfer of service any Network Adjustment Limit
or fund you may have accrued in respect of the location being transferred will be lost and will not transfer to the
gaining CP.
25.1.3 Name Changes
The name changes process allows you to amend your company name in our systems to align with Companies
House. In such a case the “legal entity” has not changed and the registered number of the company remains the
same.
26 Cease Network
Note: this section will be updated following the successful deployment of systems solution for the cease order
journey.
You can place a request to cease any number of routes where you have installed your network. The process is
similar to the initial NoI Order process and Survey, Plan and Build stages, only this time you will be recovering your
apparatus and making good our network.
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The Cease Network request can only be placed when you have submitted a Build Completion Pack for the
originating NoI Order and have a Licence at that location.
Note, you will need to give a minimum of 6 months’ notice, and pay ninety (90) per cent of the remainder of the
Minimum Licence Period should you terminate the Licence early. Please refer to Schedule 9 of the Agreement. You
may also be liable to repay any costs or charges related to Network Adjustments which were done on the Physical
Infrastructure.
Ceasing network activities will require the same adherence to Engineering Principles, Accreditation and
Whereabouts described in this document.
Validation and KCI messages will be similar to those provided for NoI Order journey.
You should ensure that you remove any and all apparatus from our infrastructure within the 6 months termination (180 calendar days) notice period and make good our network. During this period you will receive two KCI reminder messages, one at 60 calendar days, the other at 120 calendar days.
27 Orders Pre 1 April 2019
For inflight Orders, i.e. Orders raised under the manual CRF process prior to 1 April 2019 for PIA but are within their 12 months build period then if you require any Network enablement, e.g. duct blockage clearance you will need to raise an Ancillary & Enabling request via the manual CRF Order form completing the ‘Customer Details’ and ‘Ancillary & Enabling’ tabs of the CRF and email it to us, along with supporting documentation to the PIA team.
For any changes, e.g. re-plans, cancellations, etc. to inflight ‘legacy’ Orders raised through the manual CRF process prior to the introduction of the NoI Order process you will need to send in a manual CRF Order form completing the appropriate tabs of the CRF and email it to us, along with supporting documentation to the PIA team.
Please note that you will be liable for Order processing charges for Orders raised pre- 1 May 2018 and for any enabling work for those Orders that were inflight prior to 1 April 2019.
28 Abbreviations
ANFP Access Network Frequency Plan (NICC standards)
BFT Blown Fibre tubing
CRF Customer Requirements Form
DFE Departure from Estimate
EMC Electro Magnetic Compatibility
KCI Keeping Customer Informed
MUA Multi User area
NGA Next Generation Access
PCP Primary Connection Point
PIA Physical infrastructure access
SLU Sub Loop Unbundling
CPM Client Partnership Manager
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NoI Notice of Intent (Order)
EMP Equivalence Management Platform
DP Distribution Point
LAN Local Access Node
NTP Network Termination Point
CVF Customer Verification Facility
DLT Deep Level Tunnel
DNO Distribution Network Operator
UG Underground
HSE Health and Safety Executive
NRSWA New Roads and Street Works Act
CVF Customer Verification Facility
SDEDS Secure Data Exchange and Distribution System
UG Underground
29 Annex 1 – PIA Use case Scenarios
The scope of Physical Infrastructure Access (“PIA”) is the provision of duct and pole infrastructure facilities to allows
you to occupy part of our Access Network between NTPs and Local Access Nodes serving those NTPs (or your
handover point which intercepts the infrastructure between an NTP and the Local Access Node) so that you may
deploy in the Access Network its network for the Permitted Use. A Local Access Node is as defined in Schedule 1 of
the Physical Infrastructure Access Agreement. Your handover point may reside at:
a Communications Provider owned street side cabinet, footway box or manhole, or
building space owned or leased by the Communications Provider in a structure which may be
occupied or unoccupied
and may include:
a GPON splitter
an xDSL modem, or
an Ethernet switch used solely for Sub Loop Unbundling backhaul services between cabinets and
serving MDF sites; (“Concentration Node”) and which may be used for aggregation purposes.
The scope of use of PIA is set out in the Agreement.
Illustrative examples of permissible network topologies are shown below:
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Scenario 1 – SLU backhaul from CP Local Access Node
CP cabinet
Backhaul from CP cabinet using PIA
Local Access Node
CP cabinet connects
into Openreach PCP
to intercept copper
pairs to end User
CP cabinet
Local Access Node
Access to CP cabinet using PIA
SLU backhaul
SLU Backhaul
Scenario 2 – FTTC access from other Handover point
CP cabinetLocal Access Node
CP cabinet connects
into Openreach PCP
to intercept copper
pairs to end User
Access to CP cabinet using PIA
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Scenario 3 – SLU/NGA backhaul daisy chain
CP cabinetLocal Access Node
CP cabinet CP cabinet
Backhaul from CP cabinet to CP PoP in BT exchange using PIA
Each CP cabinet
connects into
Openreach PCP to
intercept copper
pairs to end User
CP cabinetCP cabinetCP cabinet
CP cabinet CP cabinet
Local Access Node
Scenario 4 – NGA access
Aggregation point
Local Access Node
Existing Drop wire
UG fed
premisesFibre
DP
CP cabinet
connects into
Openreach PCP to
intercept copper
pairs to end User
OH fed premises
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Scenario 5 – Mobile access
If you are unsure if your proposed deployment is permitted under PIA, you may discuss the matter with us prior to
ordering service under the Agreement. If the proposed deployment is acceptable and does not fall under the current
illustrative examples above, it may be added to this document.
30 Annex 2 - Illustration of Duct Bore Count
Illustration of spine duct bore counts
Acacia
Aven
ue
High Street
50m 20m
50m
8m
40m30m
8m
10m
pole1m
Route A
Route B
Route C
Route A Route B Route CDuct Type Total Distance
3+ bores 50 metres
2 bores nil
Single bore 90 metres
Duct Type Total Distance
3+ bores 50 metres
2 bores 66 metres
Single bore 40 metres
Duct Type Total Distance
3+ bores Nil
2 bores Nil
Single bore 11 metres
Key
Duct
Joint Boxes
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50m 20m 40m30mRoute D
Route DDuct Type Total Distance
3+ bores nil
2 bores 90 metres
Single bore nil
50m
High Street
This example illustrates where single bore duct following the same route as a 2 bore route.
However, the duct bores do not intercept all joint boxes along the route and are therefore
classified as separate duct routes.
Depending on space availability, either the single bore or two bore rate will be used.
Note - space in a duct should be filled before starting to use an empty bore
Key
Duct
Joint Boxes
pole
50m 20m 40m30mRoute E
Route EDuct Type Total Distance
3+ bores 100 metres
2 bores 40 metres
Single bore nil
30m
High Street
This example illustrates where duct sections follow the same route
and terminate box to box. In this example the duct sections are aggregated
to equal 3+ bores
Key
Duct
Joint Boxes
20m
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31 Annex 3 - Illustration of Lead-In Link
If a lead in cable or sub duct from your end user premises needs to be pulled into Spine Duct in order to reach your distribution point to provide your customer connection, then you will need to purchase the lead in link product. Similarly, where a Lead-in duct utilises a swept tee connected to a rider duct back to the serving joint box this will be classed as lead in duct. However if you need to use additional spine duct in order to reach your distribution point to provide your customer connection this will be classified as lead in link and you will need to purchase this product item.
Lead-in Link – Example illustrating a Swept T
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32 Annex 4 – Illustration of Pole Charging
Pole
definitions
3
Junction box
Junction box
Joint
Manifold
(joint not needed
since end of line)
Exchange
1 2 654
789
3
Multi-premise Attachment
1
Single premise attachment
2
Cable on pole 1
Manifold 1
Multi-premise Attachment
1
Single premise attachment
2
Cable on pole 0
Manifold 0
Multi-premise Attachment
1
Single premise attachment
0
Cable on pole 0
Manifold 0
Multi-premise Attachment
1
Single premise attachment
0
Cable on pole 0
Manifold 0
Multi-premise Attachment
1
Single premise attachment
2
Cable on pole 2
Manifold 1
Multi-premise Attachment
1
Single premise attachment
0
Cable on pole 1
Manifold 0
Multi-premise Attachment
1
Single premise attachment
0
Cable on pole 1
Manifold 0
Multi-premise Attachment
1
Single premise attachment
0
Cable on pole 0
Manifold 0
Multi-premise Attachment
1
Single premise attachment
1
Cable on pole 0
Manifold 1
Manifold splits
out individual
tubes
33 Annex 5 – Joint box types and charging category
Type L W D Category
Carriageway JRCX11A 1820 680 1215 Medium
Carriageway JRCX11B 1820 680 1365 Medium
Carriageway JRCX11C 1820 680 1515 Medium
Carriageway JRCX12A 1220 680 1215 Small
Carriageway JRCX12B 1220 680 1365 Small
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Carriageway JRCX12C 1220 680 1515 Small
Carriageway JRCX12D 1220 680 1665 Small
Carriageway JRCX14A 2285 680 1215 Large
Carriageway JRCX14B 2285 680 1365 Large
Carriageway JRCX14C 2285 680 1515 Large
Footway JUF102A 725 255 515 Small
Footway JUF102B 725 255 665 Small
Footway JBF102A 725 255 515 Small
Footway JBF102B 725 255 665 Small
Footway JUF104B 915 445 665 Small
Footway JUF104C 915 445 815 Small
Footway JUF104D 915 445 965 Small
Footway JBF104B 915 445 665 Small
Footway JBF104C 915 445 815 Small
Footway JBF104D 915 445 965 Small
Footway JRF106B 1310 610 665 Medium
Footway JRF106C 1310 610 815 Medium
Footway JRF106D 1310 610 965 Medium
Footway JRF106E 1310 610 1115 Medium
Footway JRF106F 1310 610 1265 Medium
Footway JBF106B 1310 610 665 Medium
Footway JBF106C 1310 610 815 Medium
Footway JBF106D 1310 610 965 Medium
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Footway JBF106E 1310 610 1115 Medium
Footway JBF106F 1310 610 1265 Medium
Footway JRF110A 2315 737 1265 Large
Footway JRF110B 2315 737 1415 Large
Footway JRF110C 2315 737 1565 Large
Footway JBF110A 2315 737 1265 Large
Footway JBF110B 2315 737 1415 Large
Footway JBF110C 2315 737 1565 Large
Footway JRF111A 1690 710 1115 Large
Footway JRF111B 1690 710 1265 Large
Footway JRF111C 1690 710 1415 Large
Footway JRF111D 1690 710 1565 Large
Footway JBF111A 1690 710 1115 Large
Footway JBF111B 1690 710 1265 Large
Footway JBF111C 1690 710 1415 Large
Footway JBF111D 1690 710 1565 Large
Footway JMF102A 725 420 450 Small
Footway JMF102B 725 420 600 Small
Footway JMF106B 1310 610 600 Medium
Footway JMF106C 1310 610 750 Medium
Footway JMF106D 1310 610 900 Medium
Footway JMF106E 1310 610 1050 Medium
Footway JMF106F 1310 610 1200 Medium
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Footway JB104B 915 445 600 Small
Footway JB104C 915 445 750 Small
Footway JB104D 915 445 900 Small
Footway JMF102B 725 420 600 Small
Footway JMF102C 725 255 450 Small
Footway JMF102D 725 255 450 Small
Footway JMF101 660 510 150 Small
34 Annex 6 – Duct and Pole Access (DPA) digital Map Tool Fair Usage Policy
Communications Providers (CPs) who use our DPA digital Map Tool are subject to a fair usage policy. The details of
this policy are outlined below.
CPs can only use and access data as reasonably necessary to consume the service and if we suspect any misuses
including but not limited to data mining then we will suspend access until we are confident the tool is and will
continue be used in accordance with the contract and our rules on ‘fair use’.
1. The tool must only be used to extract data necessary for the purposes of CPs planning to build their own
network using our existing duct and pole infrastructure in accordance with the terms of the contract.
2. Information is disclosed in confidence for the sole purpose of consuming PIA.
3. Users must only print scrape and/or download and use to the extent necessary and any images must
include the copyright note.
4. Where a CP requires access to a full national data of our infrastructure then they must obtain our prior
written consent and any such consent will be subject to the terms of our contract and this Fair Usage
Policy.
To ensure the information is used in accordance with the above policy and to provide access on a fair and
reasonable basis there are a number of constraints in place on the system, as outlined below;
1. Search areas will be limited to viewing an area of 5Km. Areas greater than this will not display information
on poles and ducts.
2. Users will be able to make Web Service (XML gateway) calls for an area limited to 1Km, as per the above
point. The file size returned will be limited to the number of ducts (2000) and approximately 2Mb. The
search radius will be reduced on searches that return results greater than the pre-set limit. You will need to
run another search from a different starting position to view the wider area.
3. The web services system will only allow a maximum of 20 requests per minute.
4. Sessions will be logged-out after a period of 30 minutes of inactivity.
96 In Confidence
5. Should a user enter their log in credentials incorrectly more than 3 times their account will be suspended
and they will have to request for it to be reset by contacting the Openreach Service Desk or their
Administrator.
The tool is a ‘BT System’ for the purposes of the Physical Infrastructure Access (PIA) contract and information
obtained from it will remain confidential to BT.
35 Annex 7- Examples of Quality Audit Checklists
The following table gives you examples of the activities that the Openreach auditor will be looking for against each
of the items being checked: -
Item Description Guidance
PIA00 Cable ties (Strap Cable Fixing) Cut flush
with no sharp edges
Any Strap Cable Fixing cut flush with the retaining
buckle and no sharp edges protruding
PIA01 Any observed defects reported via A1024. Any observed open joint clearly visible at the workpoint
Definition of An Open Joint is, where it can be seen
that:
A joint closure (copper or fibre) which is damaged or
defective where wires/fibres are clearly visible
Plastic Bag or other unapproved method has been
used as a closure
Sheath damage to a cable where wires, fibres or
moisture barrier visible
PIA02 Hazardous fibre waste (sharps/shards)
cleared from site
No fibre sharps, offcuts of optical fibre or optical fibre
shards present
Note: General waste, cable sheath, Aramid yarn, tubing
etc. checked under general waste item
PIA03 PIA cable / joint labelled with Company /
Operator ID
All cables / joints running through joint boxes must be
clearly marked with Company / Operator ID
PIA04 PIA cable / joint correctly labelled All labelling legible
Labels provided Cable / joint marked with generic
manufacturers marking or correct Company /
Operator ID stamped on sheath
PIA05 PIA cables safely routed through
underground structure
All newly provided cables routed through the structure
as not to impede safe access:
Clear of any access steps
Clear of manhole access or escape shaft(s)
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PIA06 PIA cables routed through underground
structure/on pole in a manner which will
obstruct access to existing lineplant
All newly provided cables routed through the structure
or pole as not to:
Entangle any existing cable/joints which would
otherwise freely lift to a more accessible location for
maintenance
Restrict access to existing cables/joints by not having
reasonable slack (i.e. cable not bar tight) to allow
minor movement for future provision or maintenance
work
Any equipment mounted in the top pole envelope
does not restrict or impede access to existing plant
PIA07 Other PIA quality issue not covered
elsewhere mark Bel Std and provide
additional info via FormWize
Quality issue not covered in an existing category, please
raise a Formwize, including as much supporting
information and photographs as possible.
PIA08 Work site left tidy, all rubbish removed. Above and/or below ground - Engineering waste
consists of any wire, connectors, cable sheath, steel
armouring, tape, excess spoil, rubbish bags, pole
fixings, closures, excavated waste, cable etc. (this is
not a complete list). Note: This is NOT intended for
insignificant quantities of rubbish/scrap such as small
quantities of off-cut wire or a few crimps. This
should be removed and disposed of safely by the
quality checker.
Cover/lid not causing a tripping hazard (due to soil
not being removed around frame and cover).
PIA09 PIA pole mounted equipment (Joints/EU
connectivity) fitted within correct envelope
of space
Any EU connectivity items located in the top pole
envelope
Equipment located entirely within lower pole
envelope
PIA10 PIA pole mounted equipment securely
fixed to pole
Equipment securely with no undue movement
Equipment fixed with durable fixing (screws, straps
etc.) not secured with Adhesive tape or similar
PIA11 PIA cables securely fixed at specified
intervals and routed away from climbing
steps with no excess coils of cable
Cables securely fixed at approx. xx mm intervals
Cables routed away from climbing steps as not to
impede climbers foot placement
No excessive cable left within top pole envelope
No coils of jointed cable left on the pole
Note: Any cable coiled awaiting jointing must not be left
hanging off a pole step; it should be temporarily fixed in
the lower pole envelope
98 In Confidence
PIA12 Suitable clamp used for overhead cable
type and correctly attached to pole
ringhead
Spiral clamp fully and correctly wound around cable
Clamp correctly attached to ringhead
PIA13 Newly provided OH PIA cables compliant
with minimum height requirements
Newly provided cables meet the minimum wire heights as
specified in CP8
Note: When retrospectively checking overhead
wires/cables a tolerance of 100mm is permitted against
the specified construction height of 5.9m/5.6m (and
5.5m where permissible). The check must ascertain that
all wires/cables on the estimate being checked against
min construction height have not settled below 5.8m
/5.5m (and 5.4m where permissible). This tolerance is
specific to the 5.9m/5.6m (and 5.5m where permissible)
wire/cable height rule and does not apply to any other
wire clearances i.e. power separation and flying wires
etc. - Minimum clearances and any likelihood of
settlement should be factored in at the design &
construction stage ensuring said minimum clearances
are never compromised thereafter.
PIA14 Newly provided PIA OH cables correct
power separation distances maintained
Newly provided OH cables meet minimum spacing
from overhead power cables
Maximum voltage not exceeded for power crossings
PIA15 Pole capping replaced/provided where PIA
cable shares existing duct
Existing pole capping replaced
Larger capping fitted if required
Capping securely fixed to pole
PIA16 Overhead cable loadings not exceeded
(DILOR)
Pole loadings not exceeded for gauge of pole
DILOR limits not exceeded
PIA17 Internal duct sealed correctly to prevent
ingress of water and gas sealed following
PIA cabling
Duct sealed to prevent ingress of water or gas
PIA18 No excessive PIA cabling left within
underground structure
No excessive cable left in joint box
Excessive cable is defined as:
Multiple loops of cable unbroken left within the
structure
A joint with excessive cable length compared to the
available space within the structure
99 In Confidence
PIA19 High security equipment/covers/locks
replaced following PIA cable/jointing work
Lockable footway frames and covers secured by
integrated lock(s)
Adjustable plates plant protection locked in central
position using single padlock to ensure no plates can
be removed.
PIA20 PIA OH Cable in excess of 7mm/drop cable
critical items
Scope: Any Openreach owned pole
checked
Site survey for route stability/strengthening carried
out
Cable attached to a suitable attachment point for its
quoted breaking strain
Suitable clamp used for cable type
PIA21 Any existing wires/cables below 5.2m
reported via A1024
A1024 raised for existing low wires crossing a
carriageway <5.2m
36 Annex 8: Linking NoI Example
Any linking of NoIs will need to have common exchange areas within the orders.
Using the example below then the order in exchange a cannot be linked to the order in exchange c, as there is no
commonality with the exchanges that would be captured and recorded on NGWFMT. However it could be linked to
the middle NoI order that covers exchanges a b and c. The same could be said for the order in exchange c in so
much it can be linked to the middle order but not the NoI in exchange A.
Following this logic fully through then the middle order in all 3 exchange area could linked to either of the NoI
orders in exchange A or C.
100 In Confidence
37 Annex 9: Ancillary Rental Products
Customer Apparatus In-line Splice hosting and distribution joints
This product allows you to install a distribution joint, in line splice and Tube Distribution Closures (TDC's) in one of
our jointing or manhole chambers. This will depend on the amount of usable space available and the need to
ensure that existing plant can be accessed and supported safely and securely. Any work should be undertaken in
line with the Openreach Engineering Principles. Where installing a distribution joint/cable splice you are allowed up
to 2 metres of cable to be coiled in the respective jointing chamber. If you require additional cable to be coiled then
you will need to purchase the cable coil hosting product.
Note, where using a TDC to join two pieces of cable together there would not be a charge.
Customer Apparatus Cable Coil Hosting
This product allows you to install a coil of cable in one of our jointing chambers. This will depend on the amount of
usable space available and the need to ensure that existing plant can be accessed and supported safely and
securely. There are 3 variants of the Cable coil hosting product:-
Small - Cable coil up to 2 metres in length
Medium - Cable coil up to 7 metres in length
Large - Cable coil greater than 7 metres in length
Facility Hosting
Charges apply for cables or sub-ducts entering or exiting our junction boxes or manholes. Where cables or
sub-duct passes straight through one of our junction boxes or manholes two charges apply (one for entry
and one for exit).
Where multiple spine cables/ sub duct enter/exit from the same points within a chamber and follow the
same route and can be installed in line with our engineering principles then they will be charged for
once up to 25mm diam.
Pole Top Equipment
This product allows you to attach a fibre connection box or tube manifold to the top of a pole where
space exists and in compliance with current planning rules and Engineering Principles.
Cable on a Pole
This product allows you to attach a fibre cable or tubing along the length of a pole. A separate charge
is levied for each cable that runs down or up a pole. The full charge will apply for cables that run part-
way down the pole. If a single cable runs part-way down a pole and then loops back up the pole, a
single cable-on-pole charge will apply.
101 In Confidence
END OF DOCUMENT
Revisions
S/N Version Date Description
1 Draft 1 1st August 2018 Draft Reference Offer
2 Draft 2 19th November 2018 Interim Draft Reference Offer
3 Issue 1 4th March 2019 Final Reference Offer
Notice
BT maintains that all reasonable care and skill has been used in the compilation of this publication. However, 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 contents of this document and the contract the Terms & Conditions shall take precedence. This is a living
document and will be subject to update and change. The information within this document is provided for information
purposes only. The Contract and Price List take precedence.