BT Wholesale BT Broadband Bulk Migrations Handbook

British Telecom Page 1 24/02/2014 BT Wholesale BT Broadband Bulk Migrations Handbook

British Telecom Page 2 24/02/2014 Table of Contents: Product Overview 3 Migrations Allowed 4 BT IPStream to BT Datastream 4 BT Datastream to BT IPStream 4 BT Datastream to BT Datastream 4 BT IPStream to BT IPStream 4 Change of Service Provider Letter of Authority 5 Bulk Migration Validation Tool 6 Getting Started 8 Plan and Agree Migrations List 9 Order Completion 9 Cancellations 9 Lost Migration Report 9 Faults 10 Unable to report a fault 11 Urgent Service Restoration Process 12

British Telecom Page 3 24/02/2014 Product Overview The Broadband Bulk Migrations process enables a Broadband Service Provider to migrate 10 or more ADSL end users between: BT IPstream and BT Datastream products; or vice versa BT Datastream and BT Datastream Service Providers; BT IPstream and BT IPstream Service Providers or BT Datastream End User Re Arranges (connected to the same or different DSLAM) The Broadband Bulk Migrations process also enables a Service Provider to request a change of speed at the same time The process excludes Broadband Bulk Max Regrade Orders (where the Broadband Bulk Change Tool BBCT should be used) Process Overview The process is split into 2 phases: Validation where the Gaining Service Provider can validate assets that are suitable for migration. Order Processing where the validated orders are then project managed through to completion. A summary of the process follows: The Gaining Service Provider (the service provider to whom the BT Datastream, or BT IPstream Service the ADSL end users are to be migrated to) requests a bulk migration by completing and submitting the migration Customer Requirement Form (CRF). CRFissue1.xls or via email from bb.bulk.migrations@bt.com A BT Wholesale Project Manager is then assigned and will interface with the Gaining Service Provider. The Gaining Service Provider will specify if the entire installed End User base of the Losing Service Provider (the service provider from whose service the ADSL end users are to be migrated away) is to be migrated. If only a subset of the entire End User base is to be migrated, then the Gaining Service Provider specifies the End Users to be migrated and supplies the primary data capture information required on the migration Customer Requirement Form (CRF).

British Telecom Page 4 24/02/2014 The migration list is validated by the BT Wholesale project manager checking for agreement from Losing Service Provider if required. BT Wholesale carries out any necessary data analysis and, in cases where the Gaining Service Provider is a BT Datastream customer, determines if the necessary BT Datastream VPs exist on the target DSLAMs (if required). The Migration list is entered onto the BT Wholesale systems. The Project manager will discuss any rejections with the Gaining Service Provider and will agree any appropriate action The BT Wholesale Project Manager will agree migration dates for all the assets being migrated with the Gaining Service Provider, including those that require engineering work Migration batches are agreed with Gaining Service Provider, and the migration dates set. The dates are entered onto BT Wholesale system and the batch released. BT Wholesale systems raise the necessary migration orders. On the agreed date (Customer Acceptable Date), port re-use orders migrate to the new service, and those requiring engineering work in the BT exchange are re-jumpered. BT Wholesale Project Manager monitors all orders to completion, taking action where necessary. Migrations allowed BT IPstream to BT Datastream Any BT IPstream ADSL product to any BT Datastream ADSL product with change of Service Provider, product and speed (if required). The Care level (Standard Care, Enhanced Care) will not be changed unless there is a change of Service Provider in which case the Care level will default to Standard Care. BT Datastream to BT IPstream Any BT Datastream ADSL product to any self install BT IPstream ADSL product with change of Service Provider, product and speed (if required). The Care level (Standard Care, Enhanced Care) will not be changed unless there is a change of Service Provider in which case the Care level will default to Standard Care. BT Datastream to BT Datastream Any BT Datastream ADSL product to any other BT Datastream ADSL product with change of Service Provider and speed (if required). Will support change of VP if neither Service Provider nor product is changing. The Care level (Standard Care, Enhanced Care) will not be changed unless there is a change of Service Provider in which case the Care level will default to Standard Care. BT IPstream to BT IPstream Any BT IPstream ADSL product to any other self install BT IPstream ADSL product with change of Service Provider and speed (if required).

British Telecom Page 5 24/02/2014 The Care level (Standard Care, Enhanced Care) will not be changed unless there is a change of Service Provider in which case the Care level will default to Standard Care. NOTE: In any migration scenario the losing asset will be automatically ceased by BT Wholesale. There is no need for the CP to place a cease order. Change of Service Provider Letter of Authority Where there is a change of Service Provider during any of the above migrations, consent must be obtained by the Gaining Service Provider from the Losing Service Provider before the migration can proceed. A Letter of Authority (LoA) must be obtained by the Gaining Service Provider from the Losing Service Provider as well as an agreed list of the services to be migrated. The letter must contain, as a minimum, the following information: Registered name, address and company number of the losing Service Provider; Contact details for the return confirmation email List of circuits to be migrated Signed authorisation for the migration. The Letter of Authority is only valid for the list or schedule of circuits that it is referred out to or associated with at that time. A new Letter of Authority is required for each separate Bulk Migration request. The Letter of Authority and the Schedule of circuits that are to be migrated must be submitted into BT Wholesale on or as near to the date of signature to enable the migration to take place. It is important that there is no delay in submission, to ensure that there is no activity on those circuits listed prior to the migration. This letter must be on company headed paper. A template for the Letter of Authority is attached below; Letter_of_Authority_ Issue_4.doc The Gaining Service Provider must email the Letter of Authority, from a valid customers business account, with the associated list of circuits with all required signatures to BT Wholesale at bb.bulk.migrations@bt.com The Letter of Authority and list or schedule of circuits must be received by the Bulk Migrations Team before the migration order can progress.

British Telecom Page 6 24/02/2014 Bulk Migration Validation Tool OVERVIEW Following Industry consultation with Ofcom, OTA and Communication Providers (CPs) in 2006 it was agreed that CPs undertaking same CP ADSL broadband end user asset Bulk Migrations from BT Datastream or IPstream Service to LLU Service as SMPF would not require a MAC code, (Migration Authorisation Code). Currently around 1-2% of end users are being migrated in error due to a mismatch in data which subsequently results in BT Wholesale customers submitting end user fault reports into BT Wholesale. Once the bulk migration is complete BT Wholesale does not retain access to the end user records and therefore cannot restore service to the end users CP of choice. To improve this situation BT Wholesale has agreed to deploy a Bulk Migration Validation Tool which will allow BT Datastream or IPstream customers to check that the ADSL broadband end user assets is theirs before placing a bulk migration order with Openreach for their LLU Service. BULK MIGRATION VALIDATION TOOL The BT Wholesale Bulk Migration Validation Tool will use data from the Service Inventory Database (SIDB). The SIDB system is updated every 15 minutes therefore latency should not be an issue. Checks will be made against the BT Datastream or IPstream customer O/M reference and the CBUK and DN for each end user. Results will be returned as follows: Yes end user asset can be migrated No end user asset cannot be migrated at this time MisMatch end user asset cannot be migrated due to a mismatch between CBUK & DN The Bulk Migration Validation Tool will use the following logic to generate these results Request circuit data from SidB from CBUK Compare O/M held by SidB to O/M from spreadsheet If they do not match, output is "NO" If service status is not "CUR", output is "NO" If the order completion date is not present or in the future, output is "NO" If O/M does match... o Check CBUK and DN supplied on spreadsheet match CBUK and DN from SidB o If they match, output is "YES" o If not, output is "MISMATCH"

British Telecom Page 7 24/02/2014 PROCESS BT Datastream or IPstream customers will need to complete the Bulk Migration Validation Tool spreadsheet which is attached. Bulk_Migration_Valid ation_tool.xls The file should be downloaded and saved with an appropriate file name. The file must be in.xls format The spreadsheet will need to be completed with the BT Datastream or IPstream customer O/M reference, Directory Number (DN) and a list of CBUK for each end user asset to be migrated Once completed the BT Datastream or IPstream customer will need to send the spreadsheet to the following BT group email account btw.bb.validate@bt.com The email subject field/header must include the BT Datastream or IPstream customer O/M reference BT Wholesale will process the spreadsheet through the Bulk Migration Validation Tool and will aim to return the spreadsheet to the BT Datastream or IPstream customer within 24 working hours BT Wholesale will return the spreadsheet to the requesting BT Datastream or IPstream customers originating email address Upon return of the spreadsheet the BT Datastream or IPstream customer will need to remove all NO and MISMATCH responses and will need to submit this information for the actual Bulk Migration via the Bulk Migration CRF. It is also recommended that BT Datastream or IPstream customers allow 5 working days to pass before resubmitting any NO responses to the Bulk Migration Validation Tool. This will allow time for any open orders on BT systems to close, which may result in a potential YES response when the check is run a second time ADDITONAL INFORMATION Records of the results generated by the Bulk Migration Validation Tool will be retained by BT Wholesale for up to 30 days post the results of the validation being returned back to the BT Datastream or IPstream customer.

British Telecom Page 8 24/02/2014 The BT Wholesale Bulk Migration Validation Tool has been deployed as a source of data only. Any disputes with the results of the tool should be resolved via your normal dispute resolution channels. BT Datastream or IPstream customers acknowledge that there are a maximum number of bulk migration validations that can be carried out in any one day and this constraint shall be shared by all BT Datastream or IPstream customers. BT Datastream or IPstream customers are strongly recommended to submit bulk migration orders with YES responses only within the next working day (i.e. results are only valid at the time query was run). BT Datastream or IPstream customers are reminded that the information returned within the spreadsheet will only be accurate at the time the information was processed. Any service issues with the Bulk Migration Validation Tool should be reported via the Wholesale Systems Support Team on 0800 783 5639 Option 1. Support will be provided during normal working hours (08:00-18:00) Any queries or discrepancies relating to the returned data should be raised via email at ISNProvision2 for the SMC to deal with or via your Account Manager. Getting Started The project begins when BT Wholesale are first contacted by the Service Provider (this will be the Gaining Service Provider in circumstances where a change of service provider is required) to organise the migration. If a change of Service Provider is also involved then the list of migrating services, must be supplied by the Losing Service Provider as an annex to the signed Letter of Authority. This must correlate with the list of services requested by the Gaining Service Provider before any migration can begin. If migrating to a BT Datastream product then, at this stage, the BT Wholesale Project Manager will confirm with the Gaining Service Provider that they already have a BT Datastream Customer Access Link (CAL) or In Span Handover (ISH). If the CAL or ISH is on order then the Project Manager will request lead-times for these orders. If migrating to a BT IPstream product the Gaining Service Provider must have a BT Central (or have one on order). The Gaining Service Provider will be required to complete and submit the Broadband Bulk Migrations CRF and submit into bb.bulk.migrations@bt.com At the same time BT Wholesale will arrange for a BT Wholesale Project Manager to be appointed to the project. Once the BT Wholesale Project Manager has been appointed the Project Manager will liaise with the Service Provider to determine the detailed migration requirements.

British Telecom Page 9 24/02/2014 Plan and Agree Migrations List A migrations plan will be agreed between the BT Wholesale project manager and the Service Provider It should be noted that migration dates for the assets will not be available at this point If the Service Provider has ordered a Datastream Customer Access Link (CAL) or In Span Handover (ISP) or IP Stream Central then the BT Wholesale Project Manager will liaise with the Service Provider to ensure any related migrations are managed around these provision dates Once migration dates have been agreed the BT Wholesale Project Manager will set the batch dates and release the orders. A line assessment will be carried out where there is an upgrade of speed. Any out of limits line results will be re-entered at a lower speed, unless the SP wishes their removal from the project, in which case they will be reported back to the Gaining Service Provider, and the line removed from the migration plan. Order Completion Once the order has been completed the Gaining Service Provider will be able to access Broadband Customer Reporting (BBCR) and view a report which will show the installed date entered against the CBUK Cancellations In the event of a customer requesting the cancellation of Bulk Migration orders, the following Cancellation should be used At Request or Service Provider This should include full cancellations and cancellations where the customer is asking for a change of date. Lost Migration Report Customers migrating away can be as a result of: Customers migrating to an LLU Operator Customers migrating to another BT Wholesale Communication Provider In order to identify a customer who are migrating to another BT Wholesale Communication Provider you need to access the BBCR Lost Migration Report. Running the Lost Migration Report

British Telecom Page 10 24/02/2014 From the BBCR homepage click on the Orders folder > Now from the list of report select Lost Migration Report V4. This will load your lost migration report (see below for screenshot). This report displays all migrations in progress (i.e. where an CP has issued an order using a MAC given to one of your customers) and those completed in the last 10 days The Service ID, Network ID and Telephone Number are displayed on the report so you can identify the circuit which is migrating away. The MAC is also displayed. The Customer Agreed Date is the date on which the migration will take place. Once the order completes the date will be populated in the Completion Date field and the Telephone Number will be removed. To download this report in CSV format please refer to Appendix C - Downloading the report in CSV format. Faults On the agreed date of the migration, BT Wholesale will carry out the necessary work within the 24-hour period of that day. Frames jumpered migrations will generally take place during working hours. If after migrating orders an End User raises a fault the following action should be taken:

British Telecom Page 11 24/02/2014 1 Service Provider to confirm that the End User was scheduled for migration on that day, or has previously been migrated. 2 Service Provider to ensure that the End User CPE does not require configuration/reboot 3 Service Provider to follow CPE structured questions to determine the nature of the fault. 4 If the fault still persists then the Service Provide should report the fault using the standard fault reporting channels. Unable to report a fault Where a CP is unable to report a fault to BT Wholesale due to the Broadband assets not appearing on BT Wholesale systems because of one of the scenario's below: If a Broadband asset does not appear on eco/xml Where a CP telephones BT Wholesale, to report a fault and is advised that the Broadband asset they are seeking to raise a fault on does not show as an asset related to the CP. The CP must recheck with their End User that there has been no change to the End Users' PSTN/Narrowband Service. Where the CP is satisfied that there has not been a change, then the CP should send an email to BT Wholesale as set out below: The heading of the email should read: 'Bulk Migration-Unable to raise fault via BT Wholesale Systems' And include the following detail: Directory Number (DN) CBUK Number The email should be sent to bulkmigrations@bt.com. A specialist team will then correspond with the CP via email. If investigations show that there is a live Broadband asset, the specialist team will as the CP to raise a fault via the usual channels. Similarly, if there has been a mass migration of both the End Users' Narrowband and Broadband Service the specialist team will advise the CP to progress the issue further with their End User. Otherwise the specialist team will progress the fault according to the following Reinstatement Process detailed below. Important BT Wholesale would like to stress that the use of the mailbox referred to above must be confined to the scenario described above, as failure to do so, will result in the specialist team being unable to deal with reinstatements promptly.

British Telecom Page 12 24/02/2014 Urgent Service Restoration Process overview: Urgent Service Restoration is an expedite process to be used by Openreach and its customers where an Erroneous Landline Transfer has occurred, resulting in loss of Narrowband/PSTN and Broadband services. Broadband restoration will be supported for both Simultaneous and standalone provisions. FTTC restoration will be supported only for standalone provision once the voice services have been restored Erroneous transfers can either be identified by Openreach or when your End User contacts you. If we are notified by Openreach we will then contact you via email. You can request an Urgent Service Restoration within 1 calendar month of the erroneous cease. There are two options for requesting Urgent Service Restoration; Option 1 Place a Simultaneous Provide SMPF order with a Linked Order Reference number (LORN). Request an expedite by sending an email request to manchester247@bt.com BT Wholesale (chargeable). Option 2 Place a standalone SMPF provision order and request an expedite by sending an email request to manchester247@bt.com BT Wholesale (chargeable). Orders to reinstate service must be placed and you must inform BT Wholesale of the new order references, in the minimum amount of time, so that we can take advantage of Urgent Service Restore. We will provide you with the Service Provider Name, Directory Number/CLI, Service ID and Product Name. Where we are informed of an erroneous transfer by Openreach, we will inform you via email. It is extremely important that you make sure that your contact details are up to date on our Broadband systems so that we can make sure we get the information to you in this situation.