We’ve made some changes to enhance the customer experience when an NGA order has been completed but is not working

What's happening?

From 11 December 2014 we will be changing the way we manage your requests when an NGA order has failed and you want to raise a fault.  You will now be able to request us to progress a provisioning order through to “post order” status so a fault can be raised using Online Faults Management (OFM).

What's the detail?

The Business Interaction Framework (BIF) agreed by the industry defines how NGA faults can be resolved from when an order is at service given in the installation process.

To enable us to do that, we require you to follow these steps:

• Troubleshoot your layer three service to resolve it, or prove fault to Chorus’ network.
• Raise a fault ticket via our online faults management (OFM) system to trigger an investigation.
• If all provisioning activities have been completed (i.e. provisioning ticket service given and service company billing completed), the fault ticket will follow normal NGA fault processes.
• If provisioning activities have not been completed following service given and you are unable to raise a fault ticket, you should escalate via the original provisioning order requesting us to close out the billing stage so a fault can be raised.
• If the service company billing has not been completed, then our provisioning team will urgently request the ticket to be closed by the service company. We will notify you when this is done to enable a fault to be raised.

Who do I contact?

For more information please contact your Service Delivery Manager.