Product DescriptionFor Generic Ethernet Access over Fibre to the Cabinet (GEA-FTTC) Gfast20/02/2020Openreach NGA1 Products

Introduction

This is an Openreach ancillary document. It contains important information about our Gfast product which our customers (“you”) need to understand.

Its contents (unless highlighted in grey) including diagrams, tables or other illustrations (unless marked “for information purposes only”) form part of our GEA contract (as published on the Openreach portal at: https://www.openreach.co.uk/orpg/home/products/super-fastfibreaccess/contracts/sffacontracts.do) with you. 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 in our GEA contract.

It refers to various pages on the Openreach portal and Openreach price list, many of which require you to log in to the portal first, to view the links.

Revision History

Issue Date Notes Distribution

3 20/02/2020 Updated for Launch to remove mention of Pilot & EMDL. SIN name updated, removal of reference to MAC process. Rejected orders table clarified.

Non-contractual content marked in grey.

2.3 30/07/19 Updated to coincide with move of Gfast EMDL

2.2 06/09/18 Updated following R3950 and to take into account future releases

2.0 31/05/17 Updated following R3450

1.0 26/10/16 Gfast product description issued to industry.

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ContentsIntroduction......................................................................................................................2

Revision History.................................................................................................................2

The Gfast product overview...................................................................................................4

What is Gfast?....................................................................................................................4

1. Deployment Coverage...........................................................................................4

2. Widely compatible.................................................................................................4

3. Access Line Speed Estimates based on actual users...........................................4

4. Usable by business customers..............................................................................4

5. Ordering and Installation Features........................................................................4

6. In-life Usability and Support Features...................................................................6

The Gfast product in detail.....................................................................................................7

What is Gfast?....................................................................................................................7

7. The Gfast network components.............................................................................7

8. Setting up to sell Gfast to your customers.............................................................7

9. Before you place your first order...........................................................................8

10. Checking the customer can get Gfast before you start the order journey.............9

11. Ordering Gfast.....................................................................................................11

12. Order Types........................................................................................................16

13. On the day of install.............................................................................................17

14. In the customer premises....................................................................................20

15. Gfast specifics.....................................................................................................23

16. After the install at your customers premises........................................................24

17. Ceasing a Gfast service......................................................................................28

18. Enhancements....................................................................................................29

19. Supporting Gfast In-life........................................................................................30

20. Supplementary Information.................................................................................36

21. Questions and Answers......................................................................................38

Glossary...........................................................................................................................40

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The Gfast product overviewAs part of Openreach’s developing Next Generation Access (NGA) product portfolio, Generic Ethernet Access over Fibre to the Cabinet Gfast (referred to hereafter simply as “Gfast”) offers ultrafast data connectivity nationally and is designed to give you maximum flexibility to differentiate your service at the Internet Protocol (IP) layer and above. This document provides insight into the product.

What is Gfast?

The Gfast product is a variant of Fibre to the Cabinet, it uses fibre optic cables to the street cabinet and then delivers service over the existing access cable to the premises. The difference comes from the introduction of the G.fast technology which allows the use of higher frequencies over the access infrastructure than previously available via VDSL. This enables Openreach to deliver much higher product rates where the premises being served is within c300m of the cabinet.

1 Deployment Coverage

Openreach has deployed Gfast in many locations throughout the UK with over 430 towns and cities covered at launch.

There are two product speed variants available to order:

160 Mbit/s downstream – 30 Mbit/s upstream 330 Mbit/s downstream – 50 Mbit/s upstream

Gfast availability is detailed in the Gfast deployment report posted in the Gfast secure area of the Openreach Portal website. The report provides coverage details at an address level and is updated weekly.

2 Widely compatible

Gfast is compatible with WLR, MPF and SOGEA lines with any exceptions clearly identified as part of the availability check. This enables you to sell the product with confidence.

3 Access Line Speed Estimates based on actual users

Using a combination of current service data and line records, Openreach’s enhanced Managed Line Checker (eMLC) can provide a speed estimate for the Gfast service, informing you whether your end customer can have service. It will quote ranges of speeds that you can use to set the right speed expectations of approximately how fast a line should be able to go.

4 Usable by business customers

Gfast is suitable for many small business customers, delivering higher speeds than GEA-FTTC (VDSL). Further information about how it can help business end customers can be found on the Fibre for Business page in the Products section of the Openreach portal.

5 Ordering and Installation Features

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5.1 Service management over the Openreach Equivalence Management Platform

This gives you a robust mechanism to order, manage and assure your end customers’ Gfast services and helps you to consume the Gfast service quickly and efficiently.

5.2 Two different product bandwidth variants to choose from

Having the two different bandwidth variants can help you to make your Gfast services generate more revenue for you by differentiating between your end customers on shorter, faster lines and those on longer, slower ones by ordering the product variant that best meets the characteristics of their line and the service that you want to support.

5.3 Different installation options are available

Differentiate yourself from the competition by choosing the best installation for your customer. Choose from our standard or premium managed installation options. Openreach will be trialing a PCP Only installation option for Gfast to test the impact on the customer experience.

5.4 Guidance on choosing the correct installation type based on headline rate forecast

The Openreach eMLC will advise CPs when we believe that an engineering visit will be best to achieve great customer service, using the “R” flag. When the eMLC returns “R” only engineering visits will be available to consume.

5.5 Streamline your end customers’ order journey

Our various provision and migration paths can help your end customers move to your Gfast service with minimum hassle. And, with our continuous improvement approach, we’re working to help you make this process seamless, so your end customer should not be without their broadband service.

5.6 Appointments when you need them

For Managed Install standard and premium, two-hour appointment slots are available in-tariff between 7am and 5pm to provide flexibility to meet your customer’s requirements.When introduced, Self-Install all-day appointments will be available Monday to Saturday in-tariff, with the option of morning or afternoon appointment slots available for an additional charge.All appointments are available subject to local appointment availability.Both View My Engineer and View My Job are available with Gfast. View My Engineer can help you remind your end customers about their appointment by contacting them a couple days before, so they can change it if the date is no longer convenient.(Note SIM2 will not qualify for next day appointing.)

5.7 Track your orders and faults seamlessly

You can choose to receive order and fault notes directly into your own customer relationship management (CRM) system via View My Job so your advisors can

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save time and get the latest updates without a separate log-in to the Openreach portal. We’ve designed a specific web service which you can use to provide your advisors with an integrated experience to access our customer service and engineering notes. For more information on View My Job, and integrating it with your own CRM platform, please see the user guide here.

5.8 Choose the modem/router combination to deliver your Gfast service

If you choose either of our Managed Install connection products, an Openreach branded service specific front plate (SSFP) will be included in the connection charge. CPs can also choose whether to include an Openreach Gfast modem as part of the install or, if you have a suitable Openreach approved modem/router combination, you can request that the engineer connects that, rather than an Openreach modem.Over time we expect that integrated devices will become the default choice for all CPs journeys, and as such, Openreach intend to stop supplying modems for new supply from a future date (TBC) and will no longer support modems for repair from a later, future date (TBC). CPs will be informed of these dates well in advance.

5.9 Data Extension Wiring included within Premium Managed Install

We make it easy for your end customer to get their Gfast service located wherever best suits them in their home or office as part of our premium managed installation service.

6 In-life Usability and Support Features6.1 Variable service management levels

We hope the service never goes wrong, but if it does, our variable service management levels mean you can differentiate the in-life service you provide by offering faster fix times from the standard Gfast service lead times.NOTE – Gfast will launch with the use of SML2 only while SML 3 and 4 are being reviewed.

6.2 Proactive Line Management

Gfast comes with vectoring, retransmission (upstream and downstream), seamless and fast-rate adaption (SRA and FRA) as standard. All of these work to maintain a stable service for your customer. For further details see SIN527 at www.SINET.bt.com.

6.3 Help with niggling faults

Sometimes line conditions only show up at certain times or under certain network conditions. If you need our help to resolve one of these, you can request our Visit Assure product and we’ll help with your investigation of the line.

6.4 Money Back Guarantee

If Gfast does not deliver the speed estimate we predicted, you may be able to downgrade or cease the service and receive a refund of your Gfast connection and rental charges if within 90-days of installation. Terms and conditions apply, see section 16.6 in this document.

6.5 Industry recognised security

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Impact Level 2 (IL2) assurance is a certification that verifies the security level of a network. All government departments including local government are now covered by such security standards. This includes schools, health departments, defense, local councils etc.Openreach’s Gfast launched product set will meet the current IL2 security assurance level to help meet the needs of government contracts.

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The Gfast product in detailThe following section is intended to provide relevant details for each stage of a CP’s journey of consuming Gfast.BT SIN 527 fully describes the Gfast access product, however in summary Gfast is a new type of DSL technology, capable of delivering very high bandwidth rates to customers across shorter lengths of access cable.7 The Gfast network components

The Openreach Gfast network consists of: A customer combined modem/router or a customer router and Openreach

supplied modem A metallic path between the DSLAM and property A street side Gfast DSLAM Fibre backhaul from the DSLAM A Layer 2 Switch (L2S) in the exchange A CP owned GEA Cablelink CPs should be aware that from an end-customers perspective the throughput performance is dependent on the above bullet points, and every other network link and server in the end to end path, which sit outside of the Openreach domain.

8 Setting up to sell Gfast to your customers 8.1 Gfast network features

The Gfast link (in common with other DSL types) has features to protect itself against external factors such as electrical noise. These include (but are not limited to) rate-adaption, physical layer retransmission and noise margin adjustment. Such features can have a transient/long-term impact on speed test results on specific lines. The extent of this impact is dependent on the home, neighborhood and local environment and might not be predictable on an individual line basis. Gfast is delivered on a single Virtual Local Area Network (VLAN), via either a 1Gbit/s or a 10Gbit/s Cablelink connection from a Layer 2 Ethernet switch at the Point of Handover (POH), through a DSLAM which will predominantly be co-located with a copper network cabinet serving your end customer’s premises. Within the premises, if required, you can take advantage of an Ethernet interface from an Openreach modem to deliver services to the end customer. The product’s fibre infrastructure is an overlay to the existing copper network between the exchange and the DSLAM located close to the Primary Cross-connection Point (PCP) over which the Gfast (specifications drafted as ITU-T G.9700 and G.9701) protocol is used to provide data services on the copper network to end customers’ premises. Gfast is most effective at delivering high bandwidth rates over copper pairs to premises that are within approximately 300 meters from the DSLAM.As an overlay product, end customers must have either an existing copper Wholesale Line Rental (WLR), Metallic Path Facility (MPF), or SOGEA product on which the Gfast service may be provisioned. Simultaneous provision or migration of a base WLR or MPF service at the same time as a Gfast provision or

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migration will be fully supported at product launch. If WLR is the underlying copper access product, Gfast may be provided by a second CP, different from the CP that provides the WLR product.If MPF is the underlying copper access product, the provider of the MPF and Gfast products must be the same and must submit orders on the copper bearer using the Dunn & Bradstreet Universal Numbering System (DUNS) under the same Customer User Group (CUG).Our entire Next Generation Access (NGA) product portfolio is provided, managed and assured over the Equivalence Management Platform (EMP) using electronic business extensible mark-up language (XML) or via the Openreach portal.

9 Before you place your first order9.1 Where can you sell it?

In line with Openreach’s public deployment plan, Gfast may only be purchased in areas where the network infrastructure has been deployed. The deployment plan is frequently updated to reflect our progress and availability can be determined on a line by line basis using the enhanced Managed Line Checker (eMLC) dialogue service which is available to a Communications Provider (CP) through our portal or via a raw feed which can be integrated into a CP’s own management platform. More details of our progress and plans will be found in the “Where and When” section of the Fibre Access Microsite on the Openreach portal.

9.2 How do we decide where to roll out Gfast?

There are many factors that affect our decision to roll-out Gfast technology in a specific area or to a specific cabinet. Gfast will be initially deployed alongside FTTC (VDSL) and certain categories of premises will not currently be served by Gfast, these include:

Exchange only and other areas designated solely for GEA-FTTP Premises served by long lines

During the planning stage for each exchange individual cabinet areas are designated as being suitable for Gfast. Premises served by exchange only lines (where no cabinet exists between the exchange and the end customer premises) do not support Gfast and our Enhanced Managed Line Checker (eMLC) will display “N” in the Gfast availability field for these. Additionally, the cabinet number field will be blank.Not all areas that Openreach provides GEA-FTTC to will be viable to serve with Gfast. An area may serve too few end customers to justify the investment, or they may have an infrastructure issue e.g. access to power or planning permission. Long-term developments might offer new, viable solutions to serve these end customers and if that becomes the case, they will be notified within the NGA Gfast deployment reports advising the relevant backhaul and connectivity details.

9.3 What if your customer is on a long Line?

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CPs can order Gfast only if a minimum (Range A) speed of 120 Mbit/s is estimated by the line checker (eMLC). If the speed is below this eMLC will return a “S” for availability; see section [10] below.

9.4 Product variants

Two Gfast bandwidth variants are available:

Downstream Downstream Prioritised Rate Upstream

Up to 160Mbit/s 110Mbit/s Up to

30Mbit/sUp to 330Mbit/s 110Mbit/s Up to

50Mbit/s

Current pricing for each of these product bandwidth variants can be found in section 5.2 of the Openreach price list.Please note Gfast lines are “up to” speed products which means depending on the distance and copper characteristics of your line and any CP or data driven overheads you will get a speed lower than the product cap. The eMLC range will give you an estimate of your likely speed.

10 Checking the customer can get Gfast before you start the order journeyThe eMLC tool confirms whether your customer’s line is eligible for Gfast and, where Gfast is available, will quote the estimated speed range. It is a dialogue service, which can either be accessed through the Openreach portal, or designed directly into your own management system using XML.

The eMLC user guide provides detailed information about the input parameters (e.g.: Directory Number (DN), Access Line ID, Address Key) and returned data fields (e.g.: Availability, Downstream Bandwidth, Layer 2 Switch Id, etc.) that we make available through the dialogue service.

In summary GEA-FTTC availability information will be split by technology; VDSL and Gfast. For example:

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Technology specific speed predictions will be provided: For example, Gfast speeds shown here.

Openreach return one of five responses to Gfast availability;

1. Y (Yes – a service can be ordered)2. N (No – a service cannot be ordered, either due to the cabinet reaching

maximum capacity [and supplemented by additional message] or the PCP cabinet is not supported for Gfast)

3. R (Yes – a service can be ordered as an engineer install only (predicted speed is too low for PCP only)

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4. S (Speed – a service cannot be purchased where the line is in a range where the 10th percentile value is less than 120Mbit/s (Range A) downstream line rate).

5. P (Planned – the cabinet associated with the line is in our upcoming rollout plans, but service cannot yet be purchased)

6. X (Network Incompatibility - the copper service is routed via multiple cabinets within the Openreach network, which will render Gfast unsuitable).

7. W (Waiters - the cabinet has reached maximum capacity. Openreach will accept non-Sim’ orders which will be held between KCI1 and KCI2 for up to 90 days and prioritize the cabinet for augmentation. Once a port becomes available the order will progress).

The speed estimates that we supply within the eMLC query will return a range of values. CPs are presented with two speed ranges delivered on every eMLC speed check that is conducted using an address, DN, Service ID or Access Line ID. These speed ranges provide a prediction of speed for the new service, based on the actual line speeds of other live services that have the same line characteristics.

We provide two ranges, Range A and Range B.

Range A is based on lines in our network that are clean and healthy and are performing optimally.

Range B is typically a wider range of speeds based on those lines in our network where we detect impairment.

It’s recommended that you (or your reseller) choose the range of speeds to present to your end customer that aligns with the connection variant and speed expectation that you (or your reseller) are selling as part of your fibre broadband proposition.

Two ranges exist because of the desire to have as narrow a range offered to customers as possible. When looking at the range from bottom of B to top of A it could be too large to set a realistic speed expectation; the goal of two ranges is to provide a narrower range based on the connection variant that will be used to provision the service.

For example,

1. A CP selling to a customer at a premises where it was likely no complex voice extension wiring exists and where an engineer would be doing the installation would likely use Range A.

2. A CP selling to a customer with a self-install proposition, where the premises might have poor or unknown wiring, would arguably set the speed expectation at the lower Range B.

If eMLC indicates the presence of a Bridge tap we would strongly recommend that if the best speed is desired the CP selects a standard or premium install, and presents Range A. If the CP selects Self Install, then the range B speed estimate should be presented to the customer.

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If you are checking for Gfast availability on a newly provided copper line, please note that it can take up to 48 hours for eMLC to be updated with the line characteristics associated with the new copper asset to enable a sequential Gfast order to be placed on that circuit. Note that the speed predicted after 48 hours doesn’t include the drop-wire, so may show a higher figure than can be achieved. After 28 days, the speed forecast will include the drop-wire and show a more accurate view.

If the line is on a new DP and we have not yet had an update on our cable records, then the eMLC may not show any forecasted speeds for up to 28 days.

These tools are updated with new exchanges and cabinets typically every quarter and will provide speed and Ready for Service (RFS) dates typically up to six months in advance.

11 Ordering Gfast11.1 Equivalence management portal

After confirming Gfast availability for an end customer, orders can be placed either via the Openreach portal or through the EMP XML interface.You can find more information about the basic order journey in the process manual and customer establishment documentation. Alternatively speak with the customer establishment team for more detailed information.While an order is in progress, we issue “Keeping Customer Informed” (KCI) messages with order and fault updates. You can see these messages within the Order and Fault Tracker on the Openreach portal or receive them automatically directly into your management platform through the XML interface. There are several key milestones where we issue KCI updates as follows:

KCI-0: Order/Fault received by the Openreach system

KCI-1: Valid order/fault, now being progressed

KCI-2: Order/fault fix committed for delivery

KCI-3: Order/fault fix delivered and closed

KCI-D/DBL: any piece of information, where we hand back as a result of the line being below 120 Mbit/s, or a delay message which may arise at any time between KCI-0 and KCI-3 to notify you of a change, delay or progress update.

View My Job and View My Engineer are available for Gfast. See guidance at: www.openreach.co.uk

11.2 Capacity Management - Waiting List

On occasion we might not have enough capacity to provide a service. In this scenario the eMLC response to a line query will be a “W”. This means that the cabinet has reached maximum capacity but Openreach will accept non-Sim’ orders which will be held between KCI1 and KCI2 and prioritise the cabinet for augmentation. The orders will be hosted on a waiting list for up to 90 days whilst

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additional capacity is sought, and the Communications Provider will be kept informed of progress via Openreach KCI messages. In the case of additional capacity being added or a ceased port becoming available, the customer’s order will continue through the ordering journey.

11.3 Gfast Connection Variants

Standard and Premium Managed Install order types with or without an Openreach modem will, subject to comments at paragraph 5.7, be available for Gfast. Note that Openreach intend to stop supplying modems for new supply from a future date (TBC) and will no longer support modems for repair from a later, future date (TBC). CPs will be informed of these dates well in advance.As a CP, you can currently choose the following options from either our Openreach portal via checkboxes, or via your own B2B systems Managed install Premium – with an Openreach modem Managed install Premium – without an Openreach modem Managed install Standard – with an Openreach modem Managed install Standard – without an Openreach modem CP to CP appointed migration – visit with Openreach modem (TBC)

Accepted order types

Order Type Order type on portal/B2B PCP only flag Openreach modem Outcome

Managed install Premium Premium N Y Accept

Managed install Premium Premium N N Accept

Managed install Standard Standard N Y Accept

Managed install Standard Standard N N Accept

Self-install PCP only Y N Accept

Rejected order types

Order Type MI Module PCP only flag OR Modem Outcome

Managed Install Y Y N Rejected

Managed Install Y Y Y Rejected

PCP Only Install Y Y Y Rejected

PCP Only Install N Y Y Rejected

Note if you choose to provide your own device and it doesn’t arrive at your customer premises on time, our engineer will not be able to provide a service to the customer. In this event, the job will be delayed, you will incur charges and you will be asked to rebook another appointment to provide service.

11.4 Product Lead Times

The content of the following table is provided for information purposes only. All times provided are indicative and subject to variation and prior written agreement:

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Order type Order sub-type Scenario description Minimum lead time

Provide New provide (WLR3, Retail Classic or MPF must exist)

GEA provided on a line involving a visit to the end customer’s premises to fit an SSFP and active NTE

One working day

(dependent on availability of appointments)

Provide Migration from SMPF (MPF, WLR3 must exist)

Migration from SMPF to GEA. The GEA provide order will instigate a managed cease of SMPF

Under MAC process rules typically five working days (dependent on availability of appointments).

Under NoT typically ten working days (dependent on availability of appointments)

Provide Migration from SMPF

Same CP re-grade from SMPF to GEA service

Typically, one working day (dependent on availability of appointments)

Migration GEA migration Change of CP only, no end customer visit required

Under MAC process rules three working days

Under NoT ten working days

Modify Change Service Maintenance Level

Change fix times Same day if prior to 4pm or one working day

Modify Re-grading of bandwidth variant

Change the downstream speed of a specific line

Same day if prior to 4pm or one working day

Modify Remote ID Activation (if not requested at original provision) or modification of remote ID

Same day if prior to 4pm or one working day

Modify GEA VLAN configuration

Change the handover port One working day

Modify VLAN Move Change the VLAN One working day

Cancel Order cancel or amend

Cancellation or amendment of provide or modify orders

Before 6pm on the working day before order target date (i.e. one working day before jumpering)

Cancel Managed Cease Cancellation of managed cease (with cessation

Before 6pm on the working day before order target date

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Other cancel reason of ‘Broadband Transfer’ only) to ‘Cancel Other’ a migration subject to General Conditions

Cease Cease CP-initiated cease of the service at the cabinet

Three working days

Please note that we estimate all lead times on the basis that the day the order is entered is considered day zero, and our calculations exclude Sundays and bank holidays. For example, where we quote a four-day lead time if we accept an order from you on a Friday, we’d expect to deliver the product on the following Wednesday.Orders placed on a Sunday or a bank holiday are progressed as if they were received on a non-working day. For example, an order placed on a Sunday would have the following Monday as its “day 0” for validating the minimum lead time for the order.Likewise, with modify orders, if we receive the order and get it to KCI-2 stage by 23:59 on a Thursday, it will be delivered after 00:01 on Friday; however, if we receive the order by 23:59 on Saturday, it will be delivered after 00:01 on Monday.We may take until 23:59 on the CCD to complete the activity and issue the KCI-3 message.

11.5 Appointing

Depending on the connection variant you choose, Openreach will, where relevant, provide an Appointing Dialogue Service for checking availability and reserving an appointment.Before selecting an appointment, you must decide whether you intend to use our Standard or Premium Managed Installation service (see section 3.7.2 for more details) to complete additional installation activities while our engineer is on site.

Gfast appointing summary:

Premium/Standard Managed Install

Description Appointed two hour slots or AM/PM slot (engineer arrives on site time) which can be selected from Openreach appointment books. View My Engineer will issue updates and engineer will ring ahead and ring on arrival on site.

Usage Openreach Engineering Visit

Lead Time 1 Day Minimum Lead Time where available

Ordering Method Appointment Books via Appointing Dialogue Services

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KCIs Two hour and AM/PM slot returned in KCI2 as per appointment / slot preference at order placement.

Customer missed Appointments

CPs to reappoint the order themselves.

SLA (On Time Delivery)

Engineer arrival in slot time for end of two hour slots and AM (until 12:59pm) and PM (until 5:59pm).

For appointed orders, standard appointment slots are booked for either a two hour slot or morning/afternoon. Appointments may start at any time during the appointed slot and nominally take between two and three hours from the engineer picking up the job and ringing the end customer to finishing any installation activities. In some cases, the job may take longer.Six two hour slots are offered: 7-9am, 9-11pm, 11-1pm, 1-3pm, 3-5pm, and 5-7pm. Morning (AM) appointments are 8-1pm, and afternoon (PM) are 1pm-6pm. Standard appointments are offered Monday to Saturday, excluding bank and public holidays. PCP only orders are completed between 8am-6pm, Monday to Saturday, excluding bank and public holidays. AM and PM appointments are available as an upgrade if the end customer requires a narrower slot.All appointment types can be reserved for up to 24 hours via Dialogue Services.Expedited and Flexible appointments may be available for an additional charge, including for the PCP Only connection variant. More information about these can be found in the Value Added Services section of this document.

11.6 Appointment Availability Service Level

See the contract for more details.11.7 Amending Orders

If an appointment is no longer suitable for the end customer, the order may be amended while it is in progress between KCI-2 and the Point of No Return (PONR). The PONR is 6pm on the day before the Customer Committed Date (CCD-1) for most orders; see the Glossary for further details. For example, if the CCD is Monday the PONR would be 6pm on the Sunday before. After PONR, any amendments, such as changes to the end customer contact details, or the addition of hazard notes, must be made by contacting the Customer Service Centre (CSC). There is a transaction charge for order amendments and cancellations unless they are determined to be the result of an Openreach fault or failure.If you amend the order more than once, or amend different parts of the order, you will be charged for all the amendments that you make to that order.

11.8 Missed Appointments

If Openreach miss an appointment, we will reappoint as follows, depending on the type of connection ordered:

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Connection Variant

Appointment Type

What Openreach will do CP Action

Standard Managed Install

Standard / Flexible

Attempt to ring end customer

KCI-Delay and CPs are directly requested to reappoint the order.

KCI-Delay with confirmed appointment returned if contact has been made with the end customer.

CP is directly requested to reappoint the order

If our Customer Service Centre (CSC) makes end customer contact, we will send a confirmed appointment date with no CP action required.Premium

Managed InstallStandard / Flexible

For details about end customer missed appointment scenarios, please see section 3.7.4, Visit charges for no access.

12 Order Types12.1 Provide

A Provide is defined as the provision of Gfast on an existing WLR, MPF or SOGEA line where no other data overlay service currently exists.

12.2 Migration from another overlay Service

For the end customer migrating from standard broadband to Gfast, any pre-existing overlay service will stop working on the installation day the moment the engineer performs the jumpering task at the copper cabinet to connect the distribution-side copper cable to the local DSLAM (See Standard Installation in section 13.3).Because this physical activity is required for a migration from pre-existing service to Gfast the prevailing Gfast connection charges will apply for all such migrations.

12.3 CP Transfer of Gfast

Gfast transfers between CPs do not require any physical jumpering activity at the local street cabinet or an engineer visit to the end customer’s premises. Managed Installation engineering activities (described in section 13.2 below) can be provided on orders where a GEA-FTTC service already exists.You will need to raise an order that includes a managed install option on that line to get an engineer to site to install an Openreach modem.

12.4 Simultaneous Provision (SIM Provide)

The current SIM2 process in use for GEA FTTC has been deployed for GEA FTTC (Gfast). SIM1 is not supported.

12.5 Gfast Stop-Start

Gfast Stop-Start are orders that allow Openreach to leave the Gfast connections in the DSLAM, rather than recovering them. These are similar in principle to ‘left in jumpers’ (LIJ). This means cease orders can become a ‘stop’. We can ‘start’ a line that has left in Gfast jumpers, removing the future need to visit the cabinet on PCP Only orders. This enables you to re-use the existing line and re-start the service more quickly and at a different price point.

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The below is a summary of the main changes you must make to consume this option: Check eMLC for the presence of existing Gfast connections by looking for a

‘stopped’ Gfast service. If an existing Gfast connection is present, then you can request earlier CRDs

for cease and provide orders where appropriate. If an existing Gfast connection is present, we will fulfil the order as a ‘start’ if

the order placed is a ‘PCP Only’ order. If an existing Gfast connection is present and the order placed is a standard

or premium install, we will fulfil the order as we do today (except with no cabinet visit, only an end customer visit).

KCI2 will advise of the fulfilment scenario that will apply to the order if it is a ‘start’.

Be ready to expect KCI3 from midnight on CCD.A new task will be created and linked to the copper order to recover the jumper with no impact on copper provision lead times. Our capacity inventory system will be updated to reflect the port usage.

13 On the day of installAn engineer visit to the local street cabinet is required for all new installations of Gfast, except restarting a stopped line. The engineer may also need to visit the end customer’s premises to undertake home wiring optimization and modem/router installation work within the bounds of our engineering installation portfolio.

If you have requested our engineer to undertake work within the end customer’s premises, you must make sure your end customer is aware that it is an Openreach engineer who will visit. We’ve created a website for your advisors and end customers to help with setting the right expectations about Openreach and our engineers. Please make use of the site as part of your advisor and end customer training. See www.expect.openreach.co.uk for more information.

13.1 Gfast Installation types

Two managed installation types are available: Managed install Premium – with/without an Openreach modem Managed install Standard – with/without an Openreach modem

13.2 Premium Managed Install

With a Premium Gfast installation, our Openreach engineer will assess the in-home wiring, and router location within the customer premises to deliver an excellent Gfast service.As a CP you can choose a premium managed install with either an Openreach modem and your own router, or your own combined modem/router. Note there is a different charge depending on the option you chose, and this is detailed within our price list.Prior to the engineer arriving, you must have supplied your router directly to your end customer so that it is available on the day of installation. It is important that the router is available as the engineer must ensure a working service before completing the installation. If your CPE is not available when the Openreach

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engineer arrives, they will not complete the installation and you will incur an abortive visit charge.The engineer will ring the end customer before starting work at the cabinet and will:1) Check that the router has been received2) Advise that there will be a short service outage3) Confirm your customer is happy for the managed install to proceed.If your customer does not want to go ahead, the work won’t start, the end customer will be advised to contact you and we’ll charge you for an abortive visit. You’ll then need to make a new appointment once you’ve made sure the equipment is on site and the customer is ready. Once the engineer has completed the activity within the cabinet, they will visit the premises. On arrival at the premises, the engineer will carry out an assessment of the existing installation and home wiring. As this is a Premium installation, the engineer will explain to the customer what, if any, changes are required to the existing home wiring (eg re-wiring of extension sockets) and confirm whether the customer is happy with those changes.As part of the assessment of the premises, they will also (subject to customer acceptance) carry out Wi-Fi signal strength analysis in different locations within the premises. This is to help create a picture of the best location for the router, to meet the customer’s needs. At every step of the process, the engineer will discuss with the customer the results and agree an optimal location with the customer. This could involve relocating the master NTE5 within reason or using a data extension kit to site the router up to a maximum of 30 metres from the master NTE. The engineer will explain to your customer whether there is any impact on the Gfast service due to the chosen router location.A further part of the home-wiring assessment will be to discuss the option of providing Ethernet sockets and associated wiring to fixed devices (e.g. set top boxes or desktop PCs or to replace a powerline device). Powerline devices may cause interference with the Ultrafast service, potentially slowing down the broadband speed. As a result of this Openreach does not recommend the use of Powerline devices within the home, and will explain this to your customer, offering to replace it with a fixed Ethernet socket. As part of the Premium managed installation, if your customer agrees, the engineer will provide 1 instance of Ethernet wiring and an Ethernet socket where required to connect fixed devices within home.Before proceeding with the managed install, the engineer will explain how long they think it will take to complete the workOnce the engineer has completed the installation activity in the premises, which includes the provision of an NTE5c and Gfast faceplate alongside any other recommendations as agreed with the customer, the engineer will confirm the headline rate via the engineer hand-held tester to the router in the customer premises. The engineer will share and record the rate received at your customers router in its final location. The customer will be informed that it is the rate at the router that they should refer to if they wish to contact their CP with any questions.

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The engineer will, with permission, then demonstrate concurrent streaming services on devices connected to the network, via wired or wireless connections. If your customer wishes to also check complex equipment like Internet of Things devices or games consoles, then they may connect the devices to the network alongside the engineer demonstration.Once the engineer has completed any demonstrations, they will remove unused CP supplied routers and PSU, and arrange for it to be returned to the CP. The engineer will carry out a short customer survey on their performance.To help our engineers on the day, we encourage CPs to ensure robust education materials and tools are available to their end customers with links to online guides and tips in the router installation documentation.In the unlikely event that the end customer’s device is not able to successfully get connection on the day, the engineer will attempt to prove a working Internet connection on an alternative end customer device. If no end customer device is available, the engineer may connect using their laptop and prove a working connection. The engineer will troubleshoot any issues, including calling his coach or the engineering helpdesk to achieve a working service to the Openreach modem. If they are unable to prove a working service to the end customer’s device, they will instruct the end customer to ring you.In the unlikely event that the engineer is unable to install a working Gfast service, then the engineer will revert to the customers previous service and return the job to the CP using a delay code (KCID)Prices for managed install orders can be found in section 5.2 of the Openreach price list.Key to note: We ask that you ensure the end customer is informed about what will happen during the installation and they think about where they want the service to be located before the engineer arrives. Any furniture or other obstruction that may be in the way of where we need to install the wiring should be moved in advance of the visit to avoid the engineer returning the job because of the end customer not being ready for the installation.

13.3 Standard Managed Install

Our Standard managed install is aimed at customers who have more basic installation requirements, or who are happy to work on some of the in-home elements themselves.The engineer will visit the premises, upgrade the NTE (if required) to the NTE5c and connect a Gfast service specific front plate connect the router. The engineer will ensure that any customer wiring meets Openreach standards, install an Openreach router where required and then connect the CP router.

The engineer will also connect (subject to end customer agreement) a single device to the network. This could be a set top box or equivalent but won’t include complex devices like games consoles or IOT devices.

Finally, the engineer will show your end customer the connection sync speed on their HHT, and complete the customer compliance checklist.

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14 In the customer premises14.1 Bridge Taps

A bridge tap can be caused by incorrectly wired voice extensions. Usually only occurring in self-install scenarios, bridge taps are sometimes referred to as Star Wiring.They affect the Gfast performance because they increase the insertion loss between the DSLAM and CPE, causing deep “notches” in the insertion loss characteristic, at those frequencies where the length of the spur is a quarter wavelength (and all odd multiples of that frequency). Less signal often means less data capacity.Openreach provide Bridge Tap detection via the eMLC dialogue service and in order KCI messages to enable CPs to make a more informed decision of whether to order a self-install or engineer install product.Openreach will remove bridge taps as part of the Standard and Premium installation journeys as part of ensuring that the customer wiring meets Openreach standards.

14.2 Gfast end customer premises termination equipment

As part of the installation of Gfast, Openreach will provide new network termination equipment which is required within the end customer’s premises. This equipment is: A Service Specific Front Plate (SSFP) A Gfast modem (where required) Optional data extension wiring to connect the two (as part of Premium

managed install only).The demarcation point for the Gfast service is the NTE5, however if an Openreach modem is installed, we will test and make sure there is service through it and replace it if it’s faulty.

14.3 Service Specific Front Plate

The SSFP splits the voice and data signals at the NTE5, delivering each to a separate port. The data signal is terminated at this point and is not therefore carried to any voice extensions elsewhere in the premises. In this way, the SSFP acts as a microfilter, making any existing microfilters redundant.

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During installation, our engineer will fit an SSFP and an NTE5 if one does not already exist. If an external NTE is currently in use, the engineer will install an internal NTE5 and SSFP inside the premises as close to the external NTE as possible.Our engineer will advise end customers that ADSL and VDSL microfilters should not be used with an SSFP and remove them from the master socket. However, CPs may also wish to advise this within their help and support material.The dimensions of the NTE5 with SSFP installed are approximately L: 80mm x W: 80mm x D: 60mm.

14.4 Openreach Gfast modem

We’ll supply and connect the Openreach modem as part of our standard and premium engineer installations when requested by a CP. The modem is connected to the SSFP or an optional data extension with a DSL cable with RJ-11 connectors at each end.The Openreach modem is sourced from multiple vendors and slight physical differences may occur over the life of the device. Images supplied in this product description are representative.The Openreach modem has been classed as Consumer Premises Equipment and Openreach is a joint producer of this equipment along with our vendors while our CP customers or their resellers are considered the equipment distributors. The Openreach modem is subject to the standards and regulations relating to consumer devices. Declarations of conformance related to the Reduction of Hazardous Substances regulations may be found on the Openreach portal or by request from the Gfast product team. We request that you make this information available in line with your existing policies for sharing such information with your end customers.Openreach modems contain software code that is covered by the GNU General Public Licence (GPL). In accordance with the GPL, you can download the relevant code from the links or documents on the Openreach portal. For further information on the GPL license please visit the Free Software Foundation's page.The Openreach modem requires power so needs to be installed within reach of an electrical socket. It needs to remain connected to the power and the data port at all times to enable a stable Gfast service to be supplied.The modem can be either wall mounted or freestanding, but if it is left freestanding, it must be placed on a hard surface, away from carpets or heat sources, to ensure the ventilation slots are not blocked and air flow can keep the internal components within their normal operating temperatures.As a piece of network termination equipment, we remotely monitor the Openreach modem and may, from time to time, upgrade the firmware of the device. The modem remains in service during the download of the firmware but requires a reboot for the new firmware to take effect. We trigger the reboot automatically at the end of the firmware download which results in a momentary loss of service for the end customer. We perform firmware upgrades typically between 1a.m. and 6a.m. and provide notice when a bulk upgrade activity is planned using our normal outage communication process.Here are some sample images of one of the Openreach modem types we deploy.

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Dimensions of the Openreach GFAST modem (L x W x H):

LED Indication guide

14.5 Data Extension Kit (DEK)

Our current data extension kit extends the Gfast signal from the data socket on the SSFP to the Openreach modem. It is intended only to be an extension of the Openreach network within the premises.

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The engineer carries a roll of internal and a roll of external 2-pair Ethernet cable to enable a bespoke data extension length to be provided. The engineer then wires sockets at both ends and uses patch cables to connect one end into the SSFP, and the other end the modem DSL cable is plugged.If we find that an extension kit is damaged while on an FTTC1 job (see section 3.9), TRC charges will apply for the replacement.Ethernet extension cables would be used to connect the customer kit that is subject to a managed installation where possible (such as a television set top box).

14.6 Modifying a Gfast Circuit

In the event that you or your end customer wish to modify elements of the installed Gfast service, you may do so by placing a modify order. You can modify parameters such as the product bandwidth variant, the service maintenance care level, or the Remote Id. Note that there is a charge for such modifications, details of which may be found in section 5.2 of the Openreach price list.Within 90 calendar days of installation, if the service is not performing to the speed that we estimated at the point of sale or installation you may request a free modification to a lower product bandwidth variant, if that is your / your end customer’s preferred option for rectifying the situation. You may also cease the service if it is underperforming as set out in and subject to the terms at section 17 below.

14.7 Gfast near real-time bandwidth modify

If you or your end customer wish to modify the product bandwidth, Openreach have enabled near real-time modifies, enabling rapid changes within the same day. Note that this only works for changes to the Gfast bandwidths (160 or 330 Mbit/s).

15 Gfast specifics15.1 PCP Only

PCP only is not yet available but is expected to be similar to the current FTTC VDSL PCP only process and will be tested during the PCP only trial.

15.2 Hot Spares

Openreach does not offer a hot spares solution for the Gfast product.

16 After the install at your customers premises16.1 Investigating / raising faults on Gfast

When you initiate a GEA Service Test on a Gfast service, multiple parameters are captured and assessed to determine if there is an anomaly on the service in real time.The key symptoms that reveal themselves to customers when there is a fault on the line are: complete loss of broadband service (no sync), degraded connection speed, or line instability (connection coming and going). These symptoms can occur if there is a fault in the Openreach network, a fault in the customers home or interference impacting the line’s speed or stability.

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Some reports of speed issues are not actually connection faults, but temporary issues impacting the lines throughput. These slow speed symptoms can appear intermittently for several reasons such as:

congestion on either the Openreach or CP backhaul network the application your customer is running requires more bandwidth than is

currently available to them your customers wi-fi setup is not optimal many users are online at the same time

Instability can be caused by an Openreach network fault, but equally it can be caused by interference from an external source outside the control of Openreach, e.g. repetitive electrical impulse noise (REIN) and radio frequency (RF) interference. As such, many reports of speed or line stability issues are not actually network faults but can be temporary issues which naturally occur on a contended DSL network.Our GEA service test is designed to accept “no sync”, instability faults and speed faults diagnosed as on the Openreach network on the following basis:

If there is a Loss of Sync between Openreach network equipment and the Modem and the cause is located onto the Openreach network, unless identified due to disconnecting the Openreach modem or CP device from the power supply.

If there is instability identified and the cause is located in the Openreach network.

If the line speed has fallen below 100Mbit/s, 10th percentile of eMLC (lower band B), or decreased by more than 30% since a baseline measure was last taken. These are not a guaranteed line rates, but a threshold at which we will accept a fault. See further details below.

If the line characteristics identify that the line rate has degraded, we’ll take further action to attempt to remedy the problem, for example, checking for any new physical line faults. If there is nothing that we can do to correct the line rate degradation after we’ve investigated the problem service, we’ll identify and store a new baseline measure, (and tell you this), amend the actual achievable line speed on our systems, and close the fault.

Loss of synch through disconnection from power supply is identified from dying gasp functionality is included on the Openreach modem and is a requirement for CPs to implement on their devices.

16.2 Speed Measures in the GEA Service Test

We include speed measures in the criteria for a Gfast fault. This measure has the following components:1. A minimum speed that the Gfast circuits is achieving.

The criteria will be the measured line rate value from the GEA Service Test.

This threshold will be 100Mbit/s (+/- 0%).

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We will only accept one in tariff (FTTC1) fault against these criteria. If the circuit’s line rate subsequently drops, then the 30% degradation

criteria will apply.2. The line rate the circuit is achieving against eMLC.

The criteria will be the measured line rate value from the GEA Service Test.

This threshold will be 10th percentile of Lower band B value quoted at Point of Sale (stored in Siebel).

We will only accept one in tariff (FTTC1) fault against these criteria.

3. The line rate has degraded from baseline.

16.3 Bridge Tap Conditions

When is a Bridge Tap a fault? Bridge tap detection will be a test fail condition on the Service Test on all

types of engineer install, e.g. Managed Installation Bridge tap detection will not be a test fail condition on the Service Test for a

Self-installed (PCP only) customer.When a CP logs a fault and the “Test on Receipt of Fault” is run: If a Bridge Tap is detected and install was a Managed Install, more recent

than or equal to 365 days old, then “fail” the Service Test and allow a FTTC1 fault to be raised with CA MFL to remove or fix itNote: this sits as a lower priority than out of sync and Brandenburg criteria, but at higher priority than the “speed test” criteria alone

If over 365 days since install, then we do not “fail” the Service Test If a Bridge Tap is detected and install was Self Install, then the service will

not “fail”.

16.4 Service Maintenance Levels (SML)

Where the fault report from the GEA Service Test indicates that there is a problem at the end customer’s premises, CPs must make an appointment when submitting the fault. Gfast employs Openreach Service Maintenance Levels for appointments as follows: Service Maintenance Level 2: Visit by the end of the next working day,

Monday to Saturday, 08:00 to 18:00, excluding public holidays). CPs must make an appointment when submitting the fault using the appropriate appointment book. Appointment reservations for faults are valid for two hours; it is essential that faults are fed through your systems quickly enough for the appointment reservation to be maintained as failure to do so will result in the need for a new appointment to be raised, potentially delaying the end customer visit.

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Service Maintenance Level 3: Visit within next working half day. CPs may use this level and will probably find it most useful for business customers who do not man their premises on a 24 hour basis. Faults received by Openreach in the morning will be actioned that same afternoon. Faults received by Openreach in the afternoon will be actioned the next morning, Monday to Sunday, 08:00 to 18:00, excluding public holidays.

Service Maintenance Level 4: Within the next six hours, 24/7, 365 days a year. CPs must indicate that 24-hour access is available when selecting this level.

For Service Maintenance Levels 3 and 4, our engineer will make reasonable efforts to gain access to the premises to resolve the fault. If they are unable to gain the necessary access, we will return the fault for a subsequent appointment.Service Maintenance Level 2 is provided as standard with the Gfast product. Additional information about maintenance levels can be found within the Service product description on the Openreach portal.Note that at launch only SML2 will be available which changes are made to SML3 and SML4 as discussed with industry.Note that the maintenance level relates to the service on the line, and not to the line itself. For example, if the Gfast service is on SML4, but the MPF service is on SML2 – if the CP reported a Gfast fault, then SML4 would apply. In other words, the Service Maintenance Level applied would be based on whatever level is associated with the product reporting the fault. If an MPF fault was raised, then SML2 would apply in this scenario.

16.5 Right When Tested

Where our GEA Service Test indicates a potential problem with the line, as in the situations described above, the CP would raise an FTTC1 (in-tariff) fault. If the GEA Service Test returns a Line Test OK result, it is indicating the line was right when tested. If you would still like us to investigate an issue on the line, you may raise a request with us using the FTTC3 fault reporting service. This fault type utilises the Visit Assure product which enables you to book time with our field engineering team to perform further diagnostic activities on the line.If we perform further diagnostics under an FTTC3 fault and determine that there is actually a fault within the Openreach network, we will close the job with an Openreach clear code and will not pass on charges for the work that we undertake to investigate and resolve the issue.

16.6 Underperforming Lines

You may cancel within 90 calendar days of installation if the line speed as measured according to the rules above (excluding any issues occurring outside the Openreach network) degrades to the point of being significantly lower than the speed estimate provided at the point of sale and, having raised a request for investigation, we are unable to resolve the issue. In this case, you can request reimbursement for the connection, rental and cease charges and you won’t have to pay any early termination charges. We will not reimburse any event charges you may have incurred as part of the provision or investigation process.

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You will need to reorder products that existed on the line before the provision of Gfast if they are still required. Standard charges would apply.Note, the term “significantly lower” refers to a line in the 10th percentile of a speed range. This definition will be reviewed as the programme continues.

16.7 Visit Assure (FTTC3)

Visit Assure is a chargeable appointed engineering visit to investigate the line at the end customer’s premises. The product can be ordered if a line is not performing as expected but the GEA Service Test is not indicating a fault on the line and returns a “Line Test OK” result. A request is raised with Openreach using the FTTC3 fault type within our fault reporting dialogue services and the Openreach portal.Openreach will investigate the line starting with an appointed engineer visit to the end customer’s premises. Appointments will normally be offered in line with underlying maintenance level of the service. There are no SLGs with FTTC3.The activities carried out will be determined by what the engineer finds at the end customer’s premises. The activities carried out may include: Review the end customer set-up, making sure the Openreach modem, CP

router and end customer computer are physically connected correctly. Ensure the devices are powered and syncing as expected. Check the wiring and connections and offer to install an SSFP and data

extension wiring if not already present. Review the Openreach wiring inside and outside the home for anomalies Check sync speed at the master socket and Openreach modem.

The engineer has various test capabilities available to the engineer which the engineer may deploy as appropriate to aid the engineer’s investigation. Pair Quality Test via his handheld device to determine the copper line meets

the standard. GEA Service Test either via i-phone/laptop Fast Test 2 or Eclipse via

engineer’s Butt or EU phone – to test for service prevention performance and correct path.

DSL Test – Supplements the service Test if required. Scripted test will measure the level of erroring over a period of time.

Test on closure – which has to be run either by engineer or NEO prior to submission of a KCI3. The CP will only get KCI3 if line test is OK.

On completion of the work the engineer will log a clear code and will complete a checklist and supporting engineering notes to describe what he did on the task.Charges set out in section 3.7.4 of the Openreach Price List will always apply unless: The visit is cancelled prior to the PoNR of the scheduled visit. See section 5.2

of the Openreach Price List for current pricing. Abortive Visit Charges as described in section 3.7.4 above also apply in the event of site access being unavailable.

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There is a service affecting fault within the Openreach domain, There is a line condition within 28 days of a Managed Install and it is clear

from the repair engineer’s notes that a line condition existed which should have been fixed as part of the provision activity (e.g. a bridge tap). This will be picked up by the Billing Interrupt process. This will not apply to Self-Install Lines where no end customer visit took place on provision.

16.8 Question based closure

The QBC information will be returned to you within a trouble report status update message.

17 Ceasing a Gfast service17.1 Ceasing a Gfast Service

You may submit an order to cease the Gfast service. The cease is not appointed and consists of two parts: the re-jumpering of the copper D-side back to the copper E-side (refer to

section 7 for a diagram). the cease of the asset within our EMP systems.We tell you the date we will complete the cease activity as part of the KCI-2 message we send you for the cease. It’s important that you confirm this date in your customer communications. We will not stop billing you for the service until the KCI-3 of the cease.

17.2 Home network considerations when ceasing

If an end customer no longer wishes to have Gfast in their home, they should switch off the Openreach modem, unplug it and set it aside in case they take the product up again in the future. The Openreach modem is not compatible with exchange-based broadband services delivered over MPF, SMPF or VDSL.The modem is classed as electrical or Electronic Equipment so should not be thrown out with normal household or commercial waste. BT will accept Openreach modems for reuse or recycling and you should contact a member of the GEA-FTTC product line if you have recovered a quantity of Openreach modems to your distribution warehouse from which we can arrange for the devices to be returned to our supply chain.If you do not offer a WEEE recovery service to your end customers, they should be instructed to recycle the Openreach modem at their nearest civil amenities or household waste recycling centre, as required by the Waste Electrical and Electronic Equipment (WEEE) Directive (2002/96/EC).

17.3 Managed ceases

As Gfast is only available as an overlay service where WLR or MPF exists, a managed cease allows us to ensure that it happens at the same time as any WLR or MPF stop or cease. We send the cease notification when we receive the order triggering the managed cease from the WLR or MPF workflow systems within EMP and will make sure that it takes place on the CRD of the original order.A managed cease of Gfast due to a broadband migration is possible and won’t be charged, as follows:

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Cease Scenario

Broa

dban

d m

igra

tion

?

Ceas

e Ch

arge

able

?

HTT

Ch

arge

able

?

MPF+ Gfast (CP1) to MPF (CP2) N N Y (CP1)

WLR+ Gfast (CP1/2) to MPF (CP3) N N Y (CP2)

MPF+ Gfast (CP1) to WLR (CP2) N N Y (CP1)

WLR+ Gfast (CP1/2) to SMPF (CP 2) Y Y Y (CP2)

WLR+ Gfast (CP1/2) to SMPF (CP3) Y N Y (CP2)

WLR+ Gfast (CP1/2) to WLR or MPF+ Gfast (CP3) Y N N

MPF+ Gfast (CP1) to WLR+FTTC (CP2) Y N N

Ceasing the underlying MPF or WLR N Y Y

Gfast CP-initiated cease N Y N

18 EnhancementsOpenreach is pleased to offer a number of useful value added services to assist you with various aspects of managing your GEA-FTTC services. There may be an additional charge for these services.

18.1 Managed End Customer Pre-Appointment Calling (MEUPAC)

Not available.18.2 Expedited Appointing

From time to time you might require that an end customer appointment be brought forward from its original customer required by date (CRD), and/or from its standard lead time. For an additional fee, you request to bring the order forward, for example, if delays in order processing or system glitches have affected the smooth delivery of an order to us which will result in a different appointment date than agreed with the end customer (because, for example, the appointment reservation has expired).You may request an expedited appointment either after you have received the order confirmation (KCI2) or, if, for example, you are reworking an appointment as in the example above, directly at the point of placing the order.For point of sale expedite, you must notify us of your agreement to accept the additional fee for an expedited appointment by indicating this within the order journey; there is an Expedited Appointment field for you to complete.

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For expedites requested after KCI2, your use of the expedited appointment book, and our acceptance of the order amendment are your acceptance of the additional expedite charge.Current expedite charges may be found in section 5.2 of the Openreach price list.

18.3 SIM2

Is available for Gfast and is the same as for FTTC VDSL.18.4 Flexible and More Focused Appointments

These have been superseded by the 2 hour appointment slots offered as part of the Gfast product.

18.5 Order and Fault Tracker Web Service Interface

Order Tracker has been replaced by View my Job.18.6 Modem Conformance Testing

Modem conformance testing is available for CPs. Please contact your account representative for details.

18.7 Openreach Network Regression Testing

The network has equipment from different suppliers. Each of those suppliers delivers changes to their network components about twice per year. Openreach regression tests all those changes to make sure they don’t introduce problems and to make sure the functionality delivered works properly.

18.8 GEA End to End Performance Test Facility

Openreach has introduced a CP product test facility in the Adastral Park Laboratory near Ipswich. CPs are be able to book sessions to test equipment against the full range of Openreach broadband equipment (VDSL, Gfast, FTTP) at a range of speeds. For an additional fee, the CP can also book time with a relevant technical expert to help with any queries or issues. This facility can be used to carry out pre MCT testing if a CP requires.

19 Supporting Gfast In-lifeOnce a Gfast line is in life, we have various tools that can be used for monitoring, managing and modifying it.

Openreach does not actively police or reduce service for lines which do not use an Openreach modem and/or an approved device verified against the STIN/SIN. However, lines supporting these devices may not be able to be correctly faulted or if proven to be faulty may be liable for Time Related Charges. Note that if the issue is serious Openreach will request that the CP removes the devices from the network at the CP expense.

19.1 Remote Identification

This facility allows you to select text to be returned within the Remote ID field to help you manage the verification of your Gfast Services. You can order it either

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during the provision process or at a later date through a chargeable modify order. Refer to SIN 527 for more detailed information about the formatting of this field, and what will be returned if you do not specify it within the order.

19.2 Quality of Service (QoS) markings

Your router can be set-up to mark downstream traffic as either high priority or low priority, using 802.1p markings, as described in SIN 527.If you choose to implement upstream QoS; note that as the Openreach network considers all upstream packets as prioritised, the markings are used only by the individual end customer’s Openreach modem and nowhere else in our network.

19.3 Openreach modem in-life

Below is a picture of the Openreach modem ports:

If the end customer replaces the Openreach modem for one from another manufacturer, we will detect that the Openreach modem is disconnected as part of the GEA Service Test. When we attend a fault where a CP device is installed, rather than the Openreach modem, you will be charged for the visit and any corrective action if no fault is found within the Openreach network.

19.4 Network Monitoring and Capacity Management

The Openreach Access Operations Centre (AOC) monitors network performance and proactively manages the restoration of any network element failures. Real-time alarms for issues such as power or line card failures alert us to take immediate action so that we can identify and resolve most issues before they start to affect customer service. Any fault reports that you raise, caused by a proactively identified network failure will be linked to the proactive service restoration activity and be closed in the normal way when the fault is cleared.

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Openreach has implemented a downstream Prioritisation Rate (PR) for each of our downstream product bandwidth variants. The PR is a speed to help us manage network capacity during peak times and acts like a variable speed limit where we will momentarily reduce any line that is working above the PR to ensure that everyone gets a share of bandwidth during that peak period. If an end customer’s actual access line sync speed (the Peak Information Rate), is already below the prioritisation rate, their line will be unaffected by any momentary speed reduction that we apply. The two prioritisation rates that we have applied in the network:

Product Bandwidth Variant Prioritisation Rate

Up to 160Mbit/s 110Mbit/s

Up to 330Mbit/s 110Mbit/s

If the network experiences congestion and needs to implement the prioritisation rate, we will discard any packets of traffic above the prioritisation rate. You can, if you wish, mark traffic coming into our network to help us determine the priority of traffic to drop in this scenario.“Can drop” and unmarked traffic will always be dropped from the congested CVLAN first. Your use of traffic marking for one GEA-FTTC service has no impact at all on traffic for other GEA-FTTC services.

19.5 Gfast GigE throughput reporting

Openreach actively monitors the performance of the GigE network connecting DSLAMs to the Layer 2 switches to ensure that where possible “should not drop” (prioritised) packets are successfully carried. This report enables Openreach to assess the health of the network at any time and implement if required any network augmentation to maintain the quality of the network.Each month Openreach publish the GEA-FTTC throughput report to industry via the monthly Copper and Fibre Products Commercial Group meetings. The report shows whether we have dropped any prioritised packets across the GEA-FTTC GigE network and will list the worst 10 performing links. Each month at the CFPCG, Openreach will update CPs on the report and progress on network augmentation for that link if Openreach has not met the target throughput SLA on prioritised packets for that link – which can be found in the contract or by asking a member of the Gfast Product Line.The Openreach Gfast fibre backhaul is currently dimensioned to support 96 ports per DSLAM over a 10Gbit/s Ethernet backhaul with the ability to augment busy DSLAMs with additional links. In addition, the 110Mbit/s prioritised marked traffic is expected to have an extremely high level of protection on the fibre backhaul link and to be virtually free of loss and therefore should give CPs confidence in their “Do not Drop” marking.To reassure customers of the network performance, Openreach proposes to publish monthly estimates of the total drop-rate and prioritised traffic drop-rate on the busiest ten DSLAMs. Openreach reserves the right to review and update these statements at least annually.

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19.6 Dynamic Line Management (DLM)

We utilise DLM to proactively manage line performance and maintain a target balance of speed and stability on each installed Gfast line. Using DLM, we can amend key variables of a line, such as impulse noise protection, capping and interleaving. By altering these characteristics individually, we can adjust line performance to meet target stability.Gfast is provided with Seamless and Fast Rate Adaption (SRA and FRA), and retransmission. Retransmission will reduce errors, and SRA /FRA will manage errors in real time to address noise and interference. This is a different approach than used on VDSL which does not have SRA/FRA and requires re-trains to apply new profile settings to manage noise.DLM will continue to review Gfast circuits just once a day (for errors & re-trains) as we expect that DLM will be required when there are short duration noise pulses which are too long for Retransmission, and too infrequent for SRA to manage. The performance of the line will be managed by maintaining a noise margin and varying line rate to maintain a given noise margin.For Gfast we apply only one DLM Policy. This Policy will allow up to five retrains per day (mean time between retrains 16800 seconds), mean time between errors of 240 seconds (six minutes of errored seconds in 24 hours) to increase retransmission level and/or apply a target margin increase, 3600 seconds for green (24 minutes of errored seconds per 24 hours) to decrease the retransmission level or decrease the target margin (following Caution Counters enabling this).We will continue to monitor performance as we learn more about the customer experience of Gfast and the impact of the thresholds.

19.7 Seamless Rate Adaptation (SRA)

As SRA is active at the physical transmission layer for Gfast then any actual rate insertion cannot be relied upon by CP equipment as the active line rate will vary without any notification method to CP equipment. The CP is therefore expected to shape, per end customer service, the downstream traffic to match the product rate and use prioritisation via 802.1p bits (per user) to ensure correct scheduling and prioritisation of traffic egress to the Gfast DPU or ONT interface. Suitable buffering will be available, which in conjunction with QoS should deal with traffic rate mismatches.DLM can only do its job when the modem is kept switched on so that the line is providing data that the DLM engine can use to assess the health of the connection. By switching the modem off for periods of time, DLM will not be able to see some of the problems on the line that it would normally react to. In light of this, it is recommended that the modem is left powered up during the day in order to enable DLM to work continuously with line conditions See SIN 527 for Gfast Physical Layer and Seamless Rate Adaptation details.

19.8 Fast Rate Adaption (FRA)

While seamless-rate adaption is designed to gradually adjust the Gfast bitrate to ensure that an acceptable signal to noise margin is maintained to keep the line

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stable and within an acceptable error rate, fast-rate adaption responds to sudden and severe noise events. The adjustment is done dynamically and avoids the need to retrain the line thereby avoiding any temporary service outage.Both SRA and FRA are integral to the Gfast standard.

19.9 Retransmission (G.INP Standards)

Retransmission is an error correction technology that works on the Gfast layer (i.e. between the DSLAM and the end customer’s modem), also known as G.INP, designed to protect the performance and stability of DSL systems in the presence of electrical impulse noise.

19.10 Vectoring

Vectoring is a noise cancellation technology that is deployed on the Gfast network to reduce the impact of crosstalk. Crosstalk can occur when multiple Gfast services are carried on lines that are close together on the same D-side cables and can reduce the headline speeds of those lines. By employing vectoring on those lines Gfast crosstalk is eliminated.

19.11 Fibre Access “Real Time” Data

This information is available via the Openreach portal under “Real Time Data” and requires the input of the OGEA reference number and a specific date to check for the information. Only direct customers of Openreach may access this information. This is data from Openreach’s ‘Yukon’ inventory system and allows access to 24hrs worth of performance data on the chosen end customer’s line. As this is a historical check, there is a 4hr delay in updating the information.

19.12 A Network ViewA diagram of the Gfast network infrastructure:

Openreach will provide GEA-NGA2 as an ‘always on’ Virtual LAN (VLAN) between a Layer 2 Switch Optical Line Termination (L2S) equipment in the exchange and the end customer premises at the location.

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The GEA-NGA2 service delivered will use either a separate copper connection between the Gfast node and the customers premises or an additional fibre connection.At the Point of Handover in the area, the GEA-NGA2 service will be delivered to the CP via a GEA Cablelink product. The GEA Cablelink will transport multiple GEA services from the same L2S to a location within the same Point of Handover specified by the CP.The VLAN will be able to carry data communication signals after the CP has registered for service activation for their end customer.Gfast cannot currently be used to provide faster speeds and services over exchange only lines where the D-side copper runs directly from the local exchange to the end customer’s premises.Only one data overlay service can be ordered per copper line (sometimes called a copper bearer). For this reason, only one CP will be able to rent the overlay access at any time. If an end customer requires multiple Gfast services, multiple copper bearers may be ordered to the same premises. Pair bonding is not currently an option.Because of this limitation, the following products are also incompatible with Gfast and cannot exist on the same copper bearer at the same time:

Integrated Services Digital Network products (ISDN2 and ISDN30) Shared Metallic Path Facility (SMPF)

19.13 The Access Network Frequency Plan (ANFP)Also known as the band plan, the ANFP governs the electrical signals sent and received over the copper network. During 2016 the NICC, the standards body responsible for the ANFP in the UK, agreed a change to the band plan, enabling the use of Gfast frequencies on the network. Further information about this development is available from the Copper and Fibre Products Commercial Group (CFPCG) and details from this monthly industry group may be found on the Openreach portal.See SIN 527 for further technical details.

19.14 Point of Handover

CPs equipment at the local exchange hand-over node (PoH) will be connected to a Layer 2 Switch (L2S) by GEA Cablelink which will carry the GEA traffic from our network to yours. There may be more than one L2S at each PoH with each one serving a particular set of cards within specific DSLAMs. If you want to be able to access all the DSLAMs within an exchange area, you’ll need to order a GEA Cablelink for each L2S.We provide you confirmation of the L2S to cabinet mapping data as part of the Gfast customer establishment process, and 90 days before new cabinets are ready for service. These mappings will be updated regularly and will be able to be accessed from the NGA Secure Area on the Openreach portal.During the order journey for a Gfast service, we confirm the L2S ID on an order by order basis as part of our order confirmation messages, in KCI 1.5.

19.15 Abortive visit charges.

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Please refer to the TRC Events and Periodic Charges document.

20 Supplementary Information20.1 Daily Value Add DSL Data

Value Add DSL Data is made up of various data parameters that provide information on the GEA-FTTC service. The primary purpose for this data is to help CPs identify whether an end customer’s line performs to the necessary stability standard to support IP Linear TV.The data will be made available on a daily basis (by 0800 hours) and will be available to CPs on an opt-in basis. The file will be a bulk file accessed via the SDEDs system; a file server that is access controlled allowing Openreach to share different files with different CPs. Value Add DSL Data is provided free of charge. The file can be downloaded as many times as necessary and the information in the file will show information on all of your live end customers, this is not configurable. The parameters that we share in the file are:

20.2

CP Device Modem Conformance Testing

If you are a reseller or CPE Vendor and wish to have your device verified against BT SIN 527, please speak with your Gfast service supplier in the first instance who can engage with us on your behalf or recommend a 3rd party test house, if available, for development testing/verification, if available.Further detail about this process is included in Schedule 2B of the GEA contract available from the Openreach portal.

20.3 Modifying VLANs

Moving a GEA-FTTC service across VLANs is a modification described within the GEA Cablelink Business Process guide. The following moves are supported: Move to a new SVLAN ID on the same GEA Cablelink Move to a new SVLAN ID on another GEA Cablelink Move to another GEA Cablelink keeping the same SVLAN IDAnd the following tagging is supported: Double tagged to double tagged Single tagged to single tagged (GEA Cablelink 1 to GEA Cablelink 2, only) Single tagged to double tagged Double tagged to single tagged (GEA Cablelink 1 to GEA Cablelink 2, only) Moves to new GEA Cablelinks are only supported on the same Layer 2 Switch

and both GEA Cablelinks must be owned by the same CP.

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Total 24hr Errored Seconds (d/stream) Total 24hr Unforced Retrain Count Total 24hr Errored Seconds (u/stream) Total 24hr Full Initialisations Total 24hr Severely Errored Seconds

(d/stream) Total 24hr Failed Initialisations

Total 24hr Severely Errored Seconds (u/stream)

Line rate (d/stream)

Total 24hr Uptime Line rate (u/stream) DSL profile name

Only the outer VLAN tag (S-tag) can be changed; CVLAN tags are allocated by Openreach and will change if there is a clash at the destination SVLAN.

Charges for VLAN moves can be found in section 5.2 of the Openreach price list.

20.4 Service Level Agreements (SLA)

GFast is underpined with service level agreements on both lead to cash (L2C) and trouble to resolve (T2R) events.Please refer to Schedule 4 of the GEA Contract for further detail.

20.5 CAS(T) Certification (IL224)

Government Departments operate a scale of security standards to ensure that the systems/products that they use meet the security needs of the data that they are handling. The standards are based on a scale of 1 – 6. Government Protectively Marked data at the ‘PROTECT’ level relates to a security of level 2.2.4 for Confidentiality, Integrity and Availability respectively. IL2 assurance is available on all of our launched Fibre Access products, including Gfast.Details of our IL2 assurance can be found here.

20.6 Complaints and Escalations

For assistance with complaints and escalations please refer to the Customer Service Plan for Ultra and Super-fast products on the Openreach Portal website.

21 Questions and AnswersHere are some of the common issues that we’ve come across and the answers we’ve provided:

Q: Why can’t I have Gfast?

A: This could be because you’re not on an enabled exchange or cabinet, or your line is too far from your cabinet to support the Gfast signal which doesn’t work so well over long lines, or your network route includes multiple cabinets which will prevent GEA FTTC (Gfast) from being provided. Check out Openreach’s Where and When page to find out if you are on an enabled exchange and register your interest if you’re not.

Q: Why can’t I get a faster speed over Gfast?

A: This might be because you are too far away from the cabinet, maybe you have internal wiring issues, or maybe are using a wireless network in your home to test your speed. You can see if you can get a better speed by carrying out a speed test from a fixed device, directly connected to your router.

Q: Where can I find published pricing for GEA-FTTC products?

A: There are two places to check for GEA pricing. The first is the GEA product price list on the Openreach website, the second is the Service products price list, as a number services offered for GEA-FTTC are common to the WLR and LLU portfolio, such as More

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Focused Appointments and Service Levels, this is also available on the Openreach website.

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Glossary

Term Definition

ADSL Asymmetric Digital Subscriber Line – the broadband technology used to deliver standard copper broadband products. It is designed to be able to run over long copper cable lengths, sacrificing speed for distance, allowing wider data coverage with fewer DSLAMs across the network.

ANFP Access Network Frequency Plan – also known as the band plan, this is a UK wide standard that all telephony equipment must adhere to. It specifies and manages the electrical signals that can be sent over the copper network so that the noise from the services running over the network doesn’t cause the services of one end customer to be disrupted by the services of another end customer. In September 2011, the NICC (the industry body responsible for the ANFP) agreed a change to the ANFP which, when fully rolled out, will make GEA-FTTC downstream speeds faster by using the electrical frequencies differently.

CFPCG Copper and Fibre Products and Commercial Group

CP Communications Provider – the name for service providers who purchase Openreach products for resale to other service providers or directly to end customers.

CRD Customer Required by Date – the date you specify as your preferred installation date for an order; this date must be at least the minimum lead time for the type of order you are placing. We do our level best to meet this date, but we only commit to do so after we’ve validated the order and sent back the KCI2.

CCD / CDD Customer Committed Date / Contractual Delivery Date – the date we commit to delivering your order, we do our best to align the CCD with your CRD, but this is not always possible.

CRM Customer Relationship Management – the common name for the set of systems a company uses to manage the lines/products/services purchased by their customers. In Openreach, we call our CRM system the Equivalence Management Platform (EMP).

CSC Customer Service Centre – another name for Openreach’s service management centre, the phone-based support teams who help to manage orders, exceptions and faults.

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DLM Dynamic Line Management – this is a system that monitors each line in real time based on a set of rules within a defined policy to change the parameters of the line to achieve the best balance of speed and line stability.

DP Distribution Point – this is point where the copper cables from the PCP separate out to individual premises. This is sometimes called the final drop. There are usually between 10 and 30 lines that connect to one DP.

DS Dialogue Service – the applications, such as the appointment reservation tool and enhanced line characteristics tool and order and fault trackers which are available via XML or through the Openreach portal to provide information for ordering and supporting Openreach products.

DSLAM Digital Subscriber Line Access Multiplexer, a mechanism positioned in a central location that links many end customers’ lines to a single high-speed line.

eMLC Enhanced Managed Line Checker – sometimes called the Line Checker, or the Availability Checker, eMLC is a dialogue service which allows you to input a search parameter, like an end customer’s directory (phone) number to obtain relevant details about the services available on that line/bearer. eMLC can be accessed through the Openreach portal, or via a raw XML data feed which can be integrated into a CP’s own management platforms.

EMP Equivalence Management Platform – the systems, servers and software applications that Openreach use to manage most aspects of its business with CPs.

FVA Fibre Voice Access – the next generation voice service, enabling telephone calls to be run over fibre optic cable, rather than copper wires, between the end customer’s premises and the local exchange. This product is currently in trial and available over GEA-FTTP lines only.

GEA Generic Ethernet Access – the term given for physical, base connectivity through the Openreach network over which a Communications Provider can deliver IP layer services, such as access to the Internet.

GEA-FTTC Fibre to the Cabinet – the term for the supply of data services over a fibre optic cable running between the local exchange and the local

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street cabinet, then using existing copper cable to deliver the data to the end customer’s premises. In GEA-FTTC, the device which translates the data into a signal that can be carried over copper wire, the DSLAM, sits in a local street cabinet, rather than in the local exchange.

GEA-FTTP Fibre to the Premises – the term for the supply of data services over a fibre optic cable running between the local exchange and the end customer’s premises. This technology completely replaces the need for copper cabling within the Openreach network.

HTT Hold to Term – this is the charge that we will levy if a GEA-FTTC line is cancelled within its first 12 months of service. We do not “re-set” the Hold to Term period if the product bandwidth variant on a line is modified, but it is reset if the line is migrated from one CP to a new CP.

IOT Internet of things – often smart home devices, fridges, heating controllers.

KCI Keeping Customer Informed – Messages sent to CPs during the order and fault processes to update on the progress of the transaction.

LLU Local Loop Unbundling – providing control of the characteristics of the copper to a Communications Provider. MPF is the product that is purchased from Openreach to identify an unbundled line.

MEUPAC Managed End customer Pre-Appointment Calling – a managed, chargeable service from Openreach where we will contact end customers 2 days before installation to remind them of their appointment.

MPF Metallic Path Facility – the name for Openreach’s unbundled copper access product, purchased by Communication Providers who wish to have more control over the copper bearer over which services are provided to an end customer.

Multicast for GEA

A separate GEA product within the Openreach network for distributing, prioritising and replicating traffic to many end customers at the same time, with only a single stream of data necessary at any one point of the Openreach network. Commonly used for IP linear TV and firmware upgrades.

NoT Notification of TransferReplaces AoT as the harmonised migration process for WLR, MPF, SMPF and FTTC. A letter generated by the gaining and losing CPs to notify

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the end customer that a change is happening to the service. This is a consumer protection mechanism so that Communication Providers do not place migration orders without the end customer’s consent

NGA Next Generation Access – the term used to describe the portfolio of products and services sold by Openreach to exploit its investment in fibre optic technology including but not limited to, GEA-FTTC, GEA-FTTP, FVA, Multicast for GEA and GEA Cablelink

NTE5 Network Termination Equipment version 5 – also commonly known as the master socket, this is the copper termination point within the end customer’s premises and the place where the GEA-FTTC SSFP is installed. The master socket marks the demarcation point between the Openreach network and the end customer’s home network with respect to voice wiring.

OED Operational Effective Date -- The date when the KCI3 is generated and billing commences. In 99%+ of cases this should be the same as CDD, but there could be times where our systems (or our engineer) is delayed in closing an order so there could be a difference between CDD and Operational Effective Date.

OSU Order Status Update – an informational KCI message that is used in between the main KCI1, 1.5, 2 and 3 messages to tell you about particular updates to your order.

PCP Primary Cross-connection Point – this is the local street cabinet in which cables extending out to local distribution points are aggregated and connected to larger copper and fibre optic cables to move the voice and data signals to and from the local exchange. The number of connections managed in a PCP depends on the number of end customer premises in an area but is usually several hundred (200-400) lines.

PIR Peak Information Rate – this is the actual access line sync speed that a copper bearer is able to support.

PoH Point of Handover – this is the place in the local exchange where responsibility for the end customer’s data is transferred between Openreach and the Communication Provider’s network.

PoNR Point of No Return – This is the point within an order or fault where the work has been assigned and amendments or cancellations will not be able to be progressed to affect the transaction. The timing of the PoNR

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can be different for different transaction; for most orders, it is 18:00 on the working day before the order is due to complete (CCD-1). For repair the PONR will be any time after 6PM on the day before for an appointed fault or at the point in time the task is issued to an engineer for non-appointed faults.

PR Prioritisation Rate – this is the “variable speed limit” that we may apply in the downstream if we experience network congestion that needs to be managed. We momentarily reduce the line speed of any line operating above the PR by discarding traffic above the PR. There are QoS traffic markings that can be implemented in your network to help us prioritise the traffic that we would discard, so more important traffic can continue to get through.

QoS Quality of Service – a term used in reference to upstream and downstream traffic marking to make sure that certain network applications like voice, video or live streaming take priority over less important traffic like general web browsing or peer to peer downloads. Since discarded packets can disrupt voice, video or streamed content and are more noticeable, using QoS traffic marking helps to avoid this situation when there is congestion in the network.

RFS Ready for Service – this is the end of the quarter within which we expect that the cabinet will be delivered. It’s important to note that our eMLC lists the date as a specific day, but what this is indicating is simply the end of the quarter in which we plan to have the cabinet ready to receive orders. The cabinet may come online earlier than the date listed.

SFFA Superfast Fibre Access – the marketing term used to describe Openreach’s fibre optic access products

SIM Simultaneous (as in Simultaneous Provision) – we do our best to link orders at the same address so that they are delivered together to minimise disruption to your end customer.

SMC Service Management Centre – this is the name of our Openreach CP technical helpdesk.

SMPF Shared Metallic Path Facility – the name for Openreach’s standard ADSL copper broadband service, enabling an Openreach data service to be provided over a copper bearer which has been provided on WLR product terms. The Communications Provider (CP) responsible for the WLR service may or may not be the same CP responsible for the SMPF

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service on the copper bearer.

VA Visit Assure – a chargeable service intended to enable CPs to request an engineering visit to the end customer’s premises to investigate and, if possible, rectify issues within the end customer’s home environment or the local access network when the GEA Service Test reports “right when tested” against the line.

SSFP Service Specific Front Plate – a component connected to an end customer’s master socket to filter the data and voice traffic so that the noise they generate on the line does not impact the other services on the line.

VDSL Very high bit rate Digital Subscriber Line – the broadband technology used to deliver the higher speeds associated with GEA-FTTC compared to standard copper broadband products which are delivered over ADSL. VDSL is designed to work on shorter lengths of copper cable.

VLAN Virtual Local Area Network – a subdivision of the capacity within the network representing the “pipe” provided for a single end customer’s data traffic through the Openreach network.

WEEE Waste electrical and Electronic Equipment Directive (2002/96/EC): to recycle products using the best possible techniques and, helping to minimise the environmental impact, treat hazardous substances safely and avoid too much landfill.

WLR Wholesale Line Rental – the name for Openreach’s copper access product, predominantly used for delivering voice services.

XML Extensible Mark-up Language – the software coding language used to electronically communicate between Openreach’s EMP and CP’s management platforms.

Openreach LimitedRegistered Office: Kelvin House, 123 Judd Street, London WCIH 9NPRegistered in England and Wales no. 10690039

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