Making an Appointment on a FTTP Succession Order Version 1

Contents What’s in this User Guide? p3 – Version Control p4 – Guidance p5 – Making an Appointment

Version Control Date Change Version January 18 User Guide Published 1

Guidance FTTP Succession Provides (where the ONT is already installed at the customer’s premises) don’t require an engineer visit as they remotely activate on the CRD. On occasions, the activation fails and the order needs an engineer to go out for further investigation. In these scenarios, you will need to make an appointment on the order. You will receive the delay code 101051 - Service Activation has Failed if you need to make an appointment. Please note that the most common cause of failed activation is the ONT being powered off, so please make sure your End User has the power on ahead of the CRD.

Making an Appointment

How To Appoint a FTTP Succession Provide Order Step 1: Logging In Go to www.btwholesale.com Enter your Username and Password Click ‘Login’

How To Appoint a FTTP Succession Provide Order Step 2: Search for your order Use the search box at the top of the page to find the order using the BBEU or Wholesale order number (starts “3-XXXXXXXXXXX) 1

How To Appoint a FTTP Succession Provide Order Step 3: Select to Amend the Order From the Quick View menu, scroll to the bottom “I Want To” drop down and select “Amend” Allow the screen to refresh 1

How To Appoint a FTTP Succession Provide Order 1 Step 3: Amend the Order Change the Customer Required date to tomorrow’s date (i.e. if amending the date on the 6th November, set the CRD to 7th November) Change the Amend Reason to ‘In Response to Customer Delay’ Click ‘Continue’ 2 3

How To Appoint a FTTP Succession Provide Order Step 3: Amend the Order Make no changes on this page and click ‘Done’ at the bottom of the page 1

How To Appoint a FTTP Succession Provide Order Step 4: Book Appointment On the My Basket page, select ‘Book Appointment’ 1

How To Appoint a FTTP Succession Provide Order Step 4: Book Appointment Select if you want a Standard AM or PM appointment type Use the Arrow to bring up the appointments that are available from the new CRD you selected earlier on Choose the appointment slot you want Allow the screen to refresh so that the appointment details reflect on the page 3) Click ‘Continue’ 1 2 3

How To Appoint a FTTP Succession Provide Order Step 4: Book Appointment The appointment will then be visible on the My Basket page. If you are happy with the date, click ‘Continue’ Please note that the appointment hasn’t been booked at this point, you need to complete the amend request 1

How To Appoint a FTTP Succession Provide Order Step 5: Validation Click ‘Continue’ on the pop up window Allow the page to refresh 1

How To Appoint a FTTP Succession Provide Order Step 6: Confirm and Submit the order Tick the box to accept the Terms and Conditions Click on ’Submit’ 1 2

How To Appoint a FTTP Succession Provide Order Step 7: Confirmation Screen Your amend request has been successfully submitted