Next Generation Access. Bitstream Plus and Virtual Unbundled Access Industry Process Manual

Transcription

1 Next Generation Access Bitstream Plus and Virtual Unbundled Access Industry Process Manual 18/04/2018 Version

2 Version Control Version Status Update Effective Date V12.0 Final Published version of V /04/2018 This document follows change control procedure: Proposed is defined as a document status when the approved document is uploaded to Proposals Section of open eir Website. Final is defined as a document status when the approved document is uploaded to the relevant section of the open eir Website following the publication period. For information: Historical Document History Table located at end of Document. Publish means the action of uploading a document to the relevant section of the open eir website be it the Proposal section or appropriate product section. change control operates. 18/04/2018 Version

3 Contents Section 1 Introduction... 9 Section 2 Deployment Plan and Advanced PreQual File Introduction NGA Exchange Announcement NGA Deployment Plan Order of Magnitude File Advanced PreQual File Temporary Port Shortage Delta PreQual File (Bitstream Profiles file) Section 3 Unified Gateway and Order Type Definitions Overview of Unified Gateway (UG) for NGA Management of User Administration Rights Agency Access Overview of the Order Handling Process Order Information Requirements UG Order Types UG Definitions Definition of End user Definition of Universal Account Number (UAN) Order Status Definition NGA Order Tracking List of order statuses Order Handling Contacts Standard Contacts Escalation Contacts Order Management escalation procedures UG Web Services Statistic Report Section 4 Enquiry (Information) Orders ARD ID Information ARD ID Generator Use of Eircodes Line Enquiries /04/2018 Version

4 4.3 Query Account PreQual Circuit Reference Number Section 5 Appointments and NTU Installation Initial Provisioning Appointments Premium Appointments Rescheduling Provisioning Appointments View Available Appointments Slots (VAA) Update Order Details (UOD) Operator NTU Installation FTTC Only Co-ordinate Appointment Updating Database of NGA Order Progress Information Flow on UG Reschedule Request (RR) Request to Cancel (RC) Reschedule Indicated (RI) and Reschedule Forecast (RF) FTTC NTU Installation including data port extension socket Section 6 POTS Based Provisioning & Migrations Introduction Scenario 1: Migrate to or Provide a POTS Based NGA service FROM SB-WLR Scenario 2: Migrate FROM ULMP or Standalone NGA TO POTS Based VUA FTTC or POTS Based Bitstream Plus FTTC (Inter and Intra Migration supported with this process) ULMP to POTS Based VUA or POTS Based Bitstream Plus Standalone NGA to POTS Based VUA or POTS Based Bitstream Plus Scenario 3a: Provisioning an Insitu Line and POTS-Based FTTC NGA Services when nothing in place Scenario 3b: Provisioning a non-insitu Line and POTS-Based FTTC NGA Services when nothing in place Scenario 4: Migrate FROM SB-WLR (either alone or with Current Generation Bitstream or Line Share or NGA Services in place) TO POTS based NGA Installation Failures (Dead on Arrival) Fault reporting prior to Posted Complete (PC) Notification Post-Provisioning Tests /04/2018 Version

5 Section 7 Standalone Provisioning & Migrations Introduction Scenario 1: Provisioning Standalone VUA FTTC or Standalone Bitstream Plus FTTC when nothing in place Scenario 2: Migrations FROM SB-WLR or SB-WLR with Bitstream / Line Share / NGA Bitstream/ NGA VUA TO Standalone VUA FTTC or Standalone Bitstream Plus FTTC SB-WLR to Standalone VUA or Bitstream Plus SB-WLR with ADSL Bitstream/Bitstream Plus or Line Share to Standalone VUA or Bitstream Plus SB-WLR with POTS Based NGA to Standalone VUA or Bitstream Plus Scenario 3: Migrations FROM ULMP TO Standalone VUA FTTC or Standalone Bitstream Plus FTTC or moving Standalone NGA from one Operator to another Migrations FROM ULMP TO Standalone VUA / Bitstream Plus (Inter and Intra Migration supported with this process. FTTC Bitstream Plus VEA Inter Migrations are not supported in this process.) Migration FROM Standalone VUA / Bitstream Plus TO Standalone VUA / Bitstream Plus (different Operator) Porting Section 8 Logical Circuit Orders Pre-requisites for Logical Circuit Orders Bitstream Plus Logical Circuit Order Process VUA Logical Circuit Order Process Section 9 In-life Management Cease Bitstream-Plus / VUA Cease of Standalone Bitstream Plus / VUA Services Cease of POTS-Based Bitstream Plus / VUA Services Cancel Order Change Bitstream Plus / VUA Services Upgrade Orders and Downgrade Orders on Bitstream Plus / VUA Move standalone NGA Address (MNA) Move POTS Based NGA Address (MWB) Section 10 Fault Diagnosis Level 1 Testing Test Synchronisation for NGA (TSN) /04/2018 Version

6 Test Synchronisation History for NGA (TSH) Query NGA Details (QND) Level 2 Testing Test Performance for NGA tests (TPN) Level 3 Testing Test Line for NGA (TLN) for FTTC services Test Line History for NGA (TLH) for FTTC services Level 4 Testing Port Reset (RN) of ONT / VDSL Port Section 11 Fault Reporting and Fault Repair Introduction Principles of NGA Fault Management Objectives of the Fault Management Process Fault Management Definitions General enquiry/query Incident Fault Dead on Arrival Early Life Faults Repeat Faults Degraded Line Faults Repair Incident/Fault Notification Trouble Ticket Tier 1 Fault Analysis Tier 2 Fault Analysis Level 1 Fault Management Level 2 Fault Management NGA and Fault Management Demarcation Points Incident and Fault Management Contacts Escalation Guidelines Logging an NGA Fault where a PSTN line fault is present FTTC Physical Demarcation Points and Fault Responsibilities /04/2018 Version

7 11.6 FTTH Physical Demarcation Points and Fault Responsibilities NGA Fault Reporting End User to Operator Operator to open eir FTTC Operator to open eir FTTH Operator to open eir FTTC Bitstream Plus VEA Fault Validation Hours open eir to Operators Fault Reporting Core Peer to Peer Communication for Critical Faults Repairs Booking of Repair Appointments through the UG Repair Appointments Visits to End User Premises for NGA Repair Additional NGA Fault Handling Process Repeat Faults NGA Faults Tracking Change Profile NGA (CPN) Pending Clear OAO NGA Faults Reports Fault Management Contacts Standard Contacts Escalation Contacts Fault Management Escalation Procedures Fault Management Timescales FTTC Tier 1 and Tier 2 Structured Questions Tier 1 FTTC Structured questions SUGGESTIONS - TO BE AGREED Tier 2 FTTC structured questions SUGGESTIONS, TO BE AGREED FTTH Tier 1 and Tier 2 Structured Questions Tier 1 FTTH Structured Questions SUGGESTIONS, TO BE AGREED Tier 2 FTTH Structured Questions SUGGESTIONS, TO BE AGREED Section 12 Wholesale NGA Billing Appendix 1 Appendix 2 Pre-qualification Masked CLI File /04/2018 Version

8 Appendix 3 Appendix 4 Appendix 5 Appendix 6 Appendix 7 Appendix 8 Appendix 9 Appendix 10 Appendix 11 Appendix 12 Appendix 13 Appendix 14 Appendix 15 Appendix 16 Address (ARD ID) File Guide to Synch Test Results (TSN) Guide to Performance Tests (TPN) Guide for FTTC Line Test (TLN) Results FTTC Fault Management Trouble Shooting Guide FTTH Fault Management Trouble Shooting Guide NGA Fault Logging Form Notification of Planned Maintenance Form NGA Profiles and Codes used by UG RAP NGA Home Installations NTU Installation Guide Guidelines for Operating selecting LLU evdsl Glossary Enhanced Provisioning Process Version Control History /04/2018 Version

9 Section 1 Introduction This document is the Industry Process Manual (IPM) for the Next Generation Access (NGA) service. Its purpose is to define an industry agreed set of processes covering Deployment Planning, Order Handling, Fault Management and Wholesale Billing. The assumed readership of this document is the Access Provider (open eir 1 ) and Operators purchasing NGA service. This IPM should be read in conjunction with the current version of open eir Plus Service Product Description, NGA Virtual Unbundled Access (VUA) Service Product Description and the open eir Service Level Agreement for the Service Delivery and Service Assurance of the open eir NGA Service. The current agreed versions of all documents are available on the open eir website ( All NGA products provide generic Ethernet access between an endvolume applications, including voice, general entertainment (including Broadcast TV), and high speed Internet. NGA products are differentiated in terms of the physical medium used to connect the endcustomer to the open eir network. These NGA products are delivered over Fibre to the Home (FTTH) or Fibre to the Cabinet (FTTC). Two distinct products, standalone (SA) or POTS-Based (PB), are available with each access medium. The NGA service is available as either Bitstream Plus or VUA. With the Bitstream Plus service, the broadband traffic from one or more NGA exchange areas is transported across the open eir NGN (Next Generation Network) network to the With the VUA service, the broadband traffic is not transported across the open eir NGN (Next Generation Network) ne associated with an NGA exchange area. The points of demarcation for the open eir FTTC NGA service are the NTU (Network -over point from open eir to the open eir NGN Agg Node). For FTTH the demarcation The Operators will rent the NGA service from open eir. The open eir NGA Portfolio consists of the following product sets: Bitstream Plus FTTC Bitstream Plus FTTH 1 open eir is a trading name of eircom Limited, Registered as a Branch in Ireland Number , Dublin 8 18/04/2018 Version

10 Bitstream Plus VEA FTTC VUA FTTC VUA FTTH NGA is not an ubiquitous service and will be rolled out on a phased basis within selected exchange areas. open eir provides a file (Advanced PreQual file) to participating operators of all premises which are pre-qualified or qualified for FTTC/FTTH NGA. The NGA service is designed to support multicast TV service as an over-the-top Operator service. The processes to support of multicast in the open eir core and access networks are detailed in this document. The Unified Gateway (UG) is the interface gateway with Operators for ordering and fault management system for all NGA Services. 18/04/2018 Version

11 Section 2 Deployment Plan and Advanced PreQual File 2.1 Introduction Figure 1 Deployment Plan 18/04/2018 Version

12 Figure 2 Exchange Launch Process 18/04/2018 Version

13 In order to inform participating Operators of addresses in scope, the cabinet roll-out schedule and on-going installation progress, six information components will be provided: NGA Exchange Announcement Announcement of new phases of FTTX exchanges. Deployment Plan Summary of Exchanges, Agg nodes, approximate number of premises in scope and number of planned cabinets. Details of when individual exchange areas are forecast to be available Forecast and Actual Ready for Order (RFO) dates Indicative details of FTTC cabinets within individual exchange areas Confirmation that individual NGA cabinets are landed / energised / commissioned, together with an indicative forecast RFO for each cabinet based on average timeframes. Order of Magnitude File for Expansion Routes Indicative list of Eircode addresses, prior to detailed design stage, which are in scope for inclusion in the Advanced PreQual File (APQ) 300k file for Expansion Routes The file is available to operators who are Eircode licensed and who have signed a Data Access and Processing Agreement (Eircode version) The file contains an indicative list of Buildings IDs and associated Eircodes, M NGA rural expansion routes Q A per Operator file confirming the available premises where Orders can be issued A per Operator file showing the delta between the standard Prequal and enhanced Prequal HSI and NRA profiles supported. The above figures are schematics of the timing of events from the point of rollout announcement of individual exchanges, to the point where an Operator can place an access Order on UG. 18/04/2018 Version

14 2.2 NGA Exchange Announcement The NGA Exchange Announcement data is provided approximately 6 months in advance of Orders. This is a summary of the next phase of rollout and indicates the exchanges in scope. 2.3 NGA Deployment Plan The NGA Deployment Plan provides operators with a view of the forecast and the actual scope and roll out schedule for NGA exchanges and details of cabinets within an exchange. The NGA Deployment Plan will be issued regularly with updated data as the design and the rollout of NGA progresses. 2.4 Order of Magnitude File le for expansion routes provides operators with an indicative view of the list of premises per exchange which are in scope for inclusion in detailed design. The APQ file contains the addresses which pre-qualify for NGA following the build phase. The file is produced prior to the detailed design phase and is normally made available on the Private Content section of the open eir website, three or more months in advance of the first expansion route premises going live for that exchange. The Order of Magnitude file will be reissued with supplementary addresses as more exchanges progress to the detailed design phase. 1. EXCHANGE: The copper exchange (based on exchange boundary) 2. POSTCODE: Eircode postcode 2.5 Advanced PreQual File The Advanced PreQual (APQ) File contains the addresses of all lines that are expected to pass on pre-qual for an Operator and is provided 28 calendar days in advance of the first date for access Orders. All premises (residential and business) included in the file are served from a technically ready NGA cabinet and the Cabinet RFO (Ready For Order) date in the file is the first date from which an Operator can submit an end-user Order via the UG. The Advanced PreQual file is available as the Advanced_PreQual_YYYYMMDD.csv file (case sensitive) in the /common/uginfo folder on the Hub. If an address can receive both FTTC and FTTH, it will have two entries in the APQ file. The FIBRE_TYPE field will indicate what option is available. 18/04/2018 Version

15 1. ARD_ID: Address Reference 2. FIBRE_TYPE: Indicates which Fibre type (FTTC or FTTH) is available. 3. RFO_DATE: Future Date Cabinet Ready to Take Orders (field is blank if the RFO date is in the past) 4. NGA_EXCHANGE: Name of Exchange Site serving the cabinet for NGA broadband services. 5. COPPER_EXCHANGE: Name of Exchange Site serving the cabinet for Copper services. 6. CABINET_NUMBER: Cabinet Number In Exchange Area 7. MAX_HIGH_SPEED: Max High Speed Profile 8. MAX_HIGH_STABILITY: Max High Stability Profile 9. UNIT_NO: Used for Unit Number in Industrial Estate/Apartment Blocks 10. UNIT_NAME: Used for Unit Name in Industrial Estate/Apartment Blocks 11. BUILDING_NO: Used for Building Number in Housing Estates/Streets 12. BUILDING_NAME: Used for Building Name in Housing Estates/Streets 13. LOCATION: Postal Address Details 14. POSTAL_DISTRICT: Postal District e.g. Dublin POSTAL_CODE: (Blank For Future Use) 16. COUNTY: County 17. X_REF: X Co-ordinate of Address (Blank For Future Use) 18. Y_REF: Y Co-ordinate of Address (Blank For Future Use) The full specification of this file is outlined in Appendix 1. RFO Date indicates the date from which orders can be placed for that address. MAX High Speed will indicate the maximum available profile for a rate adaptive high speed internet (HSI) profile. Similarly MAX High Stability will indicate the maximum available stable or non-rate adaptive (NRA) profile. This file will initially be placed on the UG Industry Hub for participating Operators. The file will be available weekly. This single file will be the definitive list of addresses available for NGA services. The file will grow as additional cabinets are rolled out. 18/04/2018 Version

16 2.5.1 Temporary Port Shortage The RFO date for FTTC or for FTTH premises with a temporary port shortage will be reset to 31/12/2099. This date will appear in the APQ file and will also be returned for QB orders. New provision orders will not be accepted but change, cease and migration orders and fault reports will still be permitted. When ports become available the RFO date will be reset and provisioning can continue as normal. 2.6 Delta PreQual File (Bitstream Profiles file) The expected maximum bandwidth profiles for each in situ line is initially estimated based on the existing PreQual line tests and are provided in the Advanced PreQual File. These maximum profiles can then be checked and updated as required with enhanced postdelivery measurements. The enhanced figures are based on the VDSL Synch tests following installation and require the customer modem to be connected and powered up. The Delta Prequal f customer lines, between the maximum bandwidth Profiles supported based on pre-delivery tests and the subsequent enhanced post-delivery figures 2. The Delta File is expected to be provided on the Industry Hub on a weekly basis and is available separately for each operator. The Delta Prequal File is available as the Bitstream_Profiles_<OAO Code>.csv (case sensitive) file in the ug\info folder on the Hub. 1) Exchange Name 2) Exchange Code 3) STD code / 888x part of Circuit Reference Number (CRN) 4) Phone Number / second part of CRN 5) Node Short Name (Broadband Node Code) 6) Bitstream ID 7) db loss 8) Current Profile 9) Max High Speed Profile 10) Max Stable Profile 11) Tested Date 12) Product Name 13) Product Type 14) Super Vectoring Max High Speed Profile 3 15) Super Vectoring Max High Stability Profile 3 2 Note that the delta is between the last provisioned profile (e.g. after a Change Profile Order) and the current maximum bandwidth profiles. 3 Fields for Super Vectoring Profiles (VDSL 35b) expected to be included during /04/2018 Version

17 Section 3 Unified Gateway and Order Type Definitions This section provides an overview of the Unified Gateway and the order types relevant to NGA Bitstream Plus and VUA. The following is covered under this section: Overview of Unified Gateway (UG) Management of User Administration Rights on UG Objectives of the order handling process Main NGA Order types & descriptions Order Statuses CSID 3.1 Overview of Unified Gateway (UG) for NGA The Unified Gateway is open eir fault management. The UG is enhanced to support NGA. Operators can access the UG via the following three options: 1. Web GUI (Graphical User Interface): Operator processes orders via the on line web GUI interface and receive all order status notifications via the Order Tracking Screens on the Web GUI. 2. FTP (File transfer protocol) (Transfer Syntax is XML File Format): Operator sends in all orders via FTP and receives all order status notifications via same channel. Files are delivered to an external server address, and are subsequently available for collection by the Operator. 3. Web-Services functionality is available for Bitstream Plus / VUA Order types. 3.2 Management of User Administration Rights The UG allows Operators to provide their UG users variable configurable options within each NGA order type e.g. provide / cease / upgrade & downgrade/ faults etc. The functionality is fully configurable and managed directly by each Operator. within the Bitstream Plus and VUA product set. The Operator creates User Roles to which the Order Types are assigned and then assigns these Roles to the individual user. For example one user will have access to NGA provides only and the other user will have access to provide, ceases and faults. 18/04/2018 Version

18 users and user groups. This management is enabled via the UG Admin GUI Agency Access the Operator. This functionality gives the resellers an individual view of their own orders, while the Operator retains a view of all orders placed by themselves or their agent on the UG. The following level of access will apply for Agency/Operator access: Agency Access: The Operator will assign an Agent to a User-Group. There will be one User Profile for Order Entry and Release. Operator Agents will have access to order processing only. Please see note below regarding faults. system administrator, an Agent user can be given access to particular order system administrator. For example one Agent user may have access to Bitstream Plus and VUA provides only and the other agent user will have access to provides and ceases etc. -Qual as the Operator. all order types where appropriate. A single Agent may have multiple users. Where an Agent has multiple users, each user will have access to all Agency orders. The User-Group is used to restrict access to data appropriate to the User-Group only. The Agent code will be displayed on the UG GUI screens. The Agent Code will be (up to) an eight digit alphanumeric code. Note: The Operator should not give Agents access to Fault Handling as only the Operator should submit faults to open eir as per agreed fault handling processes outlined in Section 11 Operator access: The parent Operator will have access to all Orders created by their Agents. It is the responsibility of the Operator to manage its Agents. The Operator will have the facility to create their own Application Users. The Operator will have the ability to assign a new user to the User Group, where appropriate via their system administrator. 18/04/2018 Version

19 The Operator administrator will have full responsibility for the management of their users and User-Groups via the UG Admin GUI. 3.3 Overview of the Order Handling Process The order handling process for NGA orders can be summarised in the following steps: To outline and gather the mandatory information required to complete the order To validate and accept a correctly detailed order from an Operator To complete the order which has been validated, providing the operational /provisioning team with the appropriate information to allow completion to take place To indicate to an Operator the status of the order 3.4 Order Information Requirements Detailed specification of the information required on placing an order and the information supplied on completion is defined in the UG Data Contract and should be read in conjunction with this Industry Process Manual. This section is to describe the generic order information required to place the majority of NGA orders on the UG. Operator unique code Access Provider (includes open eir or SB-WLR Access Provider) universal account number Telephone number (including STD code) / Circuit Reference Number (CRN) Action = Order Type Product (selected from Product List) NGA NTU Details (e.g. previously installed) Status of line (e.g. Insitu for NGA) Appointment Options (Earliest, Earliest AM/ Earliest PM, AD (all day), Date ) Contact Details: customer contact details (i.e. phone number etc.). As part of the some UG processes the open eir technician will need end user co-operation for testing of the NGA service and therefore, these end user contact details must be accurate. If possible a mobile number for the end customer should be included. -generated by UG Each Operator is responsible for the capture and submittal of accurate and complete orders on behalf of their end users. In the event that an Operator order is deemed not to meet order acceptance requirements for reasons outlined in the sections related to order acceptance, the order will be rejected 18/04/2018 Version

20 automatically. Following a rejection, the Operator will make any necessary changes, and submit a new order to the UG. 3.5 UG Order Types The UG Data Contract is the master reference for NGA Order types. However a useful list of the main Order types and indicative UG response times is provided in Table 1 below. The response times are based on Order completion without manual intervention, in periods of normal operation and normal demand, and are indicative only. 18/04/2018 Version

21 Order Code Order Type Description UG Access supported Typical Times Response BA Book Appointment GFW <20 Seconds CA Co-ordinated appointment GFW <20 Seconds CEN Cease NGA GFW <20 Seconds CHN Change NGA GFW Seconds CNP Cease NGA POTS based GFW <20 Seconds CO Cancel Order/Request/Fault GFW <5 Seconds CPN Change Profile for NGA GFW Seconds FDC Fault on Data Circuit G <20 Seconds FNC Fault on NGA fibre to the cabinet GW <20 Seconds FNH Fault on NGA fibre to the home GW <20 Seconds LE Line Enquiry GFW Seconds LLC Telephone Line Characteristics GW Up to 1 Minute LNB Provide new lines and NGA (Non-insitu) GFW Seconds LNI Provide new Lines on a new Account (In-Situ) GFW Seconds MNA Move NGA Address GFW Seconds MWB Move WLR with optional Broadband GFW Seconds NLE NGA Line Enquiry GFW Seconds PDC Provide Data Circuit G Seconds PNN Provide NGA New GFW Seconds PNO Provide NGA from Other GFW Seconds PNW Provide NGA from WLR/Bitstream GFW Seconds PPN Provide POTS based NGA GFW Seconds PWN Provide WLR from NGA GFW Seconds PWU Provide WLR from ULMP GFW Seconds QA Query Account/Telephone No GW < 15 Seconds QB Pre-qual (Query Bitstream) NGA & Bitstream GFW < 10 Seconds QND Query NGA Details GFW < 20 Seconds RA Reschedule appointment GFW < 20 Seconds RN Reset NGA Line GFW Seconds TLC Telephone Line Characteristics GW Up to 1 Minute TLH Test History for NGA Line GW <10 Seconds TLN Test Line NGA GW Up to 2 Minutes TPN Test Performance for NGA GW <10 Seconds TSH Test Synchronization History GW <10 Seconds TSN Test Synchronisation for NGA GW <10 Seconds Table 1 Main NGA Order Types 18/04/2018 Version

22 3.6 UG Definitions Definition of End user An end user is defined Definition of Universal Account Number (UAN) A Universal Account Number particular installation address. The UAN is associated with one customer and each customer may have one or more lines account number at the same installation address. Each UAN can be associated with multiple instances and mixes of all NGA variants Bitstream Plus / VUA and Standalone / POTS Based. A UAN may also have a mix of CGA and NGA products Order Status Definition The order status is used as an indicator to reflect the current stage of the process. Each status can be viewed from the NGA Ordering Tracking screens on the UG; please refer to the UG Data Contract for further details see Section NGA Order Tracking The NGA Order Tracking facility on the Web GUI allows the Operator to search or track orders. The Operator can search by each order type displayed in the drop down list menu on the GUI. There are 3 methods of order tracking: NGA Order Tracking (all order types submitted by the Operator) Pending loss notification (transfer orders types only) Loss notifications 3.7 List of order statuses An Order can have one of a number of possible status types; these are as follows (in alphabetical order): Accepted Awaiting Delivery Awaiting Validation Cancel Requested Cancelled Completed Delivered 18/04/2018 Version

23 In Progress Recorded Rejected Undeliverable Reschedule Request Reschedule Indicated Reschedule Pending Accepted Order Status Explanation This means the Order has been accepted by open eir, the operator has submitted an Order which contains all the required data within the mandatory fields Awaiting Delivery Order Status Explanation An Order has been issued by the UG and is in the process of execution Awaiting Validation Order Status Explanation An Order has been issued by the UG, but internal system and processes are being validated to ensure flow through Cancel Requested Order Status Explanation The operator has submitted a Cancel Order/Request/Fault Order which is not yet been actioned by the UG Cancelled Order Status Explanation An operator has requested that an Order is to be cancelled; this can only be implemented prior to the Order reaching delivered status Completed Order Status Explanation The Order status is updated to completed when all tasks relating to the Order are finished and the billing commences against the account / telephone number Delivered Order Status Explanation The Order status is updated to delivered when the work at the local exchange has been carried out, the Order is basically completed only the billing triggers are left to be implemented. 18/04/2018 Version

24 In Progress Order Status Explanation An Order has been issued by the UG and is in the process of execution Recorded Order Status Explanation (Internal UG status only) An operator enters an Order into the UG and automatically this Order has a status of recorded but has not yet been accepted or rejected by the UG Rejected Order Status Explanation An Order is rejected when it is not accepted by the UG due to a validation failing on the Order, i.e. there is missing data on the Order Undeliverable Order Status Explanation An Order obtains the undeliverable status when the Order cannot be delivered, however it was not rejected Reschedule Pending Order Status Explanation An Order will obtain a status of reschedule pending when for certain reasons a provisioning appointment has been missed and open eir is attempting to organise a new appointment time with the end customer. This status will only be used for orders associated with Operators who have opted into Enhanced Provisioning. 3.8 Order Handling Contacts Order handling contacts will be re-verified by all Operators on initial service establishment. Updates and changes to contacts will be managed on an ad-hoc basis. All Orders should be submitted via the UG. In the event that manual intervention is required, there is a single point of contact for Order handling issues for all Operators Standard Contacts open eir Freefone phone number, (Option 3) The Open eir Customer Care Centre (oeccc) is open for Order Validation issues from 9:00 to 17:00 Monday to Friday excluding bank holidays oeccc address for Order validation issues (customercare@openeir.ie) oeccc address for Provisioning progress issues (smescalations@openeir.ie) oeccc contact form ( 18/04/2018 Version

25 3.8.2 Escalation Contacts Office and Mobile phone numbers for NGA level 1 (Service Managers) and level 2 (Head of Service Management) contacts. addresses for NGA level 1 and level 2 contacts 3.9 Order Management escalation procedures The escalation of an Order process may occur at two levels: If the target time for an action has elapsed without the action being completed, the appropriate Level 1 contact shall be notified and the appropriate steps shall be taken. In the event that the Order has still not progressed as expected, and no evidence of progress exists, the second level of contact shall be used to agree appropriate steps to be taken UG Web Services Statistic Report A comprehensive, Operator specific, UG statistic report is available on the UG Hub. Filename: WS_Stats_Report_yyyymmdd.csv. performance metric on an hourly basis. Operators are also provided with statistics as to how their performance compares with the performance of the UG across all Operators. The UG statistic report measures all order types that are using Web services to access the UG such as Provide Orders, Cease Orders, Change orders, Query Orders and Faults. The UG statistic reports provide Operators with the capability to monitor and analyse the performance of the UG. open eir will provide additional reports when and if the SLA has failed. 18/04/2018 Version

26 Section 4 Enquiry (Information) Orders 4.1 ARD ID Information Each address on the open eir Network is catalogued with a unique copper Address Reference Database identification key (ARD ID). An address may also be indexed for FTTH in which case it may either share the copper ARD ID or have a separate ARD ID in the FTTH database. The ARD ID or Eircode is required for determining whether or not an address can avail of NGA services. The ARD ID is made available to Operators through a number of channels 1). Advance Pre-Qual File The ARD ID is presented with every address on the Advance PreQual file 2). ARD ID File (Address File) Every ARD ID and Address on the network is provided to Operators via the Unified Gateway Hub on a daily basis. (ADDRESS_LIST_YYYYMMDD.ctl / ADDRESS_LIST_NDA_YYYYMMDD.ctl for those who have signed the NDA / ADDRESS_LIST_EIRCODE_YYYYMMDD.ctl) Eircode data will only be included in the ARD ID file (Address File) for Operators who have signed the NDA and are Eircode licensed. tomer base is available to on request from open eir. 4). Masked_CLI file ARD IDs are presented against copper and fibre indexations in the network ARD ID Generator In the situation where an Operator is providing an Non-insitu NGA service at a new address and an ARD ID is not available then the ARD ID Generator which is available through the NLE/ LE order, can be used to request the generation of a new ARD ID. This order will result in the ARD ID being manually indexed to a DP to allow a prequal value to be generated to facilitate NGA prequal. The Eircode should always be submitted by the Operator when a new ARD ID is requested. The option to request the ARD ID Generator functionality will only be available through the LE / NLE orders, where the completion of the LE / NLE order did not include an ARD ID. 18/04/2018 Version

27 4.1.2 Use of Eircodes Open eir has implemented the use of Eircodes to facilitate FTTH in the Expansion Route areas. delivery addresses or ARDIDs (Address Reference Database ID). The new FTTH network is built as an independent network which is recorded against addresses and assigned new separate ARDIDs. Thus a premises may have two ARDIDs, one with copper information and a second with fibre information. For some premises, the two ARDIDs will be merged automatically and the original copper ARDID will contain both the copper and the fibre indexations information. For other premises, especially for premises which have non-unique addresses, the ARDIDs remain independent until they are linked and merged. Thus the use of Eircodes should not be used as a replacement for either the information orders by CLI/ ARDID or for the existing address search options. Operators can optionally query and place provisioning orders by Eircode, provided that the Eircode has been indexed to either an ARD ID for the copper network, the fibre network or both. A QB order submitted using an Eircode which only returns FTTH information, indicates that the Eircode has not been matched to an ARD ID for the copper network. Operators can facilitate the matching of ARD IDs to Eircodes in two ways: by submitting a QB order with both a telephone number and its Eircode o This will return the pre-qual results by CLI and also the pre-qual results by Eircode by submitting a file of matched addresses. The QB order will return an indicator (EIRCODE_EXISTS) when the ARD ID is associated with an Eircode. Over time it is expected that the address ARD IDs for FTTH will gradually be based on the existing copper ARD ID which has been matched to an Eircode. Match To Confidence in match Tel no Eircode Fully verified ARDID Eircode Customer input Or Possible/Probable match Table 2. File of Operator submitted Matched Addresses Note: An Eircode should always be presented in upper case as three characters, a space and four characters e.g. A65 F4E2 18/04/2018 Version

28 Automatic Address Merging A combined QB order by Eircode and telephone number may result in an ARDID with an Eircode and fibre indexation, being automatically merged with an ARDID for a telephone number. Manual (Forced) Address Merging On other occasions the addresses in a QB order by Eircode and telephone number may not be sufficiently similar to merge automatically. There is an oeccc website 4 which can be used by operators to request a manual merge of an Eircode with a telephone number. Please note that such requests must be submitted on the same day as an associated QB order or provisioning order. De-merging of Incorrectly Merged Eircodes An Operator may identify a Telephone number which is incorrectly matched to an Eircode: At the point of sale e.g. Forced Address Merge rejection When a provisioning order fails in the field due to incorrect Eircode. o Open eir will de-merge the incorrect Eircode and send a Wholesale Order Query Status Notification to the Operator indicating that the order needs to be cancelled and resubmitted with the correct Eircode information. o Provided that the order has been cancelled by close of business, then a new order can be placed on a following day when the Operator has merged the correct Eircode with the Telephone number (using the Automatic or the Manual (Forced) Merging Processes). In order to minimise failed provisions, operators should verify the Eircode prior to placing an FTTH provisioning order. Requests to de-merge an incorrect Eircode ARDID/Tel Number, should be submitted via the oeccc website 4 with details of the telephone number, the address, the incorrect Eircode and the correct Eircode /04/2018 Version

29 4.2 Line Enquiries The NGA Line Enquiry (NLE) Order will return the availability of copper infrastructure for NGA. An FTTH Drop Length Indicator 5 and the avaialabilty of FTTH infrastructure 6 may also be returned for premises which qualify for FTTH (see Appendix 2 for details). The NLE order will provide NGA specific information to allow an Operator to progress an NGA Order. The NLE will determine if an NGA in-situ line is available. The in-situ line will either be in-situ for a POTS Based NGA service or a Standalone NGA service, but will not be in-situ for both. The NLE will also indicate whether or not an NGA NTU was previously installed at the address however Operators should still confirm with their end-user that the NGA NTU is still in place Step Determine ARD ID or Eircode for the premises Step Submit (NLE Order Type) if ARD ID utilised then Order is processed automatically. Step The NLE Completion Notification returns: ACTIVE_PATHS_QTY_NTU ACTIVE_PATHS_QTY_NO_NTU SPARE_PATHS_QTY_NTU SPARE_PATHS_QTY_NO_NTU ACTIVE_FTH_PATHS_QTY 6 Active Paths SPARE_FTH_PATHS_QTY Insitu Paths SPARE_FTH_PATHS_QTY_ONT Paths with ONT SPARE_FTH_PATHS_QTY_ONT_ON Paths with ONT switched on. Eircode (where available) FTH_DROP_LENGTH IND (where available) -An NLE by Eircode will be rejected if the Eircode is not indexed to the copper network 5 The FTTH Distance Indicators provided via an NLE order or the Masked_CLI file are generally but not exclusively a sub-set of the premises / Eircodes in the standalone FTTH and Distance file. It is anticipated that standalone files of FTTH Distance Indicators for premises will be provided quarterly to Eircode licensed operators. 6 Expected to be available with the April 2018 relase. 18/04/2018 Version

30 4.3 Query Account Step Step Step Determine UAN and optionally CLI/CRN - Submit (QA Order Type) - The QA Completion Notification returns: - CLI Details - Line Type including FTTH or FTTC - Product Type FTC, FTH, IP, VC, BEA. - PreQual information if the Operator specifies an NGA Order type 4.4 PreQual Step Step Step Determine CLI, CRN, LI, ARD ID or Eircode - Submit (QB Order Type). More information on PreQual is available in Appendix 1 Pre-qualification - Option of submitting a QB Order with both (single line) CLI/CRN and Eircode. This facilitates automatic or manual matching of the copper network to Eircodes and merging of ARD IDs for copper and for fibre. Where this results in a new automatic merging of the copper ARD to the fibre ARD, the Operator will then be able to submit a provisioning order for either FTTC or FTTH, based on the CLI, CRN, (copper) ARD ID or Eircode. If the Eircode is not matched to copper, then FTTH orders must use the Eircode or the ARD ID for fibre. - The QB Completion Notification returns: - PreQual Result - All Products Types available to that Operator (including separate profiles for NRA and for HSI) - Multicast Availability Flag - Eircode_Exists Flag 4.5 Circuit Reference Number The introduction of a Standalone variant requires a new circuit reference number to be introduced for Bitstream and VUA Standalone products. Previously, Bitstream products 18/04/2018 Version

31 utilised the telephone number (CLI) as the reference number for ordering as an underlying telephone service was expected to be in place. A new Circuit Reference Number is utilised in the Standalone environment and will have the same format as a telephone number e.g. STD and TELNUM. However, the STD will always be 88XX where XX is numeric. The XX will indicate the type of product e.g. 81= FTTC, 82= FTTH etc. The TELNUM will be in exactly the same format as per the CLI variant e.g. YYYY YYYY where Y is numeric. This structure allows existing Order processes such as PreQual to continue as normal whilst at the same time the 88XX format will indicate to Operators that the underlying product is a Standalone variant. 18/04/2018 Version

32 Section 5 Appointments and NTU Installation 5.1 Initial Provisioning Appointments The process for arranging appointments is Operator driven. Order Types for provisioning of services that require site visits by open eir technicians will facilitate selection of the appointment as part of order submission. The purpose of this section is to give an overview of the methodology for selecting appointments. Additional details are provided as necessary in each of the order types where appointments are required. There is a range of options available when selecting an Appointment at order submission - such as selecting Earliest, Earliest AM / PM / AD (All Day), Earliest Date. Specific AM (8:30 to 13:30), Specific PM (12:30 to 17:00) and Specific All Day appointments are available for Reschedule Appointment (section 5.3 below). The full range of options is detailed in Appendix O of the Unified Gateway Data Contract. Note that optional appointments returned in an acceptance notification are not held when an NGA Order is submitted. Certain provisioning orders such as non-insitu FTTH and non-insitu FTTC may require an All Day appointment; if an operator selects an AM or a PM appointment this will be changed to an All Day appointment in the acceptance notification. The appointment acceptance will Appointment_Slot: AD and Appointment_Type: AP Exchange Home All Day. The process steps below provide a generic overview of Step Step Step Select appropriate Provisioning Order for Service required. - Complete the details in the format required as appropriate in the (Provisioning Order Type) - Include desired date in <Required_Date> - Include E-AM in <Required_Schedule> - The Provisioning Order Acceptance Notification returns: - the desired Appointment OR - If the desired appointment is not available then the closest AM available appointments after the desired appointment is assigned and a range of AM appointments that are available are also included. 18/04/2018 Version

33 5.2 Premium Appointments 7 Premium Appointments will allow operators to select a provisioning appointment on a Saturday or an evening (Workdays). The Orders in scope will allow operators who have opted-in to Premium Appointments to include a Required Option as part of the appointment detail. In the event an Operator has a Premium Appointment on an order and they wish to reschedule they are free to select any available appointment (i.e. Standard or Premium) Required Option: S : Standard (Evening and Saturdays not included) I EV : Include Evenings with standard option I-SAT : Include Saturdays with standard option I-EV-SAT: Include Evenings and Saturdays with standard option P EV : Prefer Evenings P-SAT : Prefer Saturdays Evening appointments are seasonal and will only be available between April and September inclusive due to health and safety concerns and hours of daylight. There will be a charge for Premium Appointments as per the published price list. An Operator missed appointment charge will apply in the event the Customer misses the appointment. Premium Appointments are only available on appointment based provisioning orders ordered via the UG. Operational dates Saturday Appointments All Year - except for Christmas / Easter Evening Appointments Daylight saving time (April to September inclusive) Operational hours 09:00 to 17:00 Workdays 17:00 to 20:00 For Operators who have opted in for Premium Appointment additional options available are Saturday (9:00 to 17:00) and Evening (17:00 to 20:00 Workdays). 7 Expected to be supported from May /04/2018 Version

34 There is a range of options available when selecting an Appointment at order submission - such as selecting Earliest, Earliest AM/PM/All Day, Earliest Date. Specific AM (9:00 to 13:00), Specific PM (12:30 to 17:00) and Specific All Day (9:00 to 17:00), Saturday (9:00 to 17:00) and Evening (17:00 to 20:00 Workdays). Appointments are available for rescheduling by submitting a Reschedule Appointment (RA Order) via the UG. The full range of options is detailed in Appendix O of the Unified Gateway Data Contract. 5.3 Rescheduling Provisioning Appointments If an Operator has selected to use the Enhanced Provisioning service for rescheduling provisioning appointments the process is detailed in Section 1 Appendix 16. The process laid out below is to be used for all times outside of the timeline detailed in Appendix 16. Appointments can be rescheduled using RA Order type. The RA Order type is utilised when an appointment needs to be changed which has already being set as part of a provisioning order. An appointment can be changed without charge, up to 17:00 on the working day prior to the original appointment. The RA Order operates in a similar manner to the appointment functionality described in section 5.1 above. However, only Specific appointments are supported and the RA will be rejected if the specified appointment is not available; a rejection due to non-availability of the specific appointment requested will return a list of alternative appointments. An operator will always be given the specific appointment requested in an RA if open eir has missed the original appointment, i.e. if the RA is a result of an RR with a reason code of open eir Note 1: Once a co-ordinated appointment has been logged on the system then the Reschedule Order RA cannot be utilised for changing appointments. Instead the CA must be used for this process which changes both the open eir and the Operator appointments in tandem. Note 2: When an order has been rescheduled locally between the end user and the technician, the operator will receive an RA Confirmation with the revised appointment and reason for rescheduling. 18/04/2018 Version

35 1 LA_Working conditions unsuitable at present 2 LA_Customer has to leave the premises 3 LA_More time needed to complete job Note 3: Premium Appointments are only available to those Operators who have opted in and are only available on provisioning orders submitted via the UG. A Premium Appointment can be rescheduled to a standard appointment or vice versa. 5.4 View Available Appointments Slots (VAA) Operators have the option of viewing available appointment slots using the VAA (View Available Appointment) order. This is an information order which can be used either for: provisioning orders (PNN/ PNO/ PNW/ PPN/PPW) or rescheduling an in-flight provisioning order Prior to Provision Order Order Reschedule ARD ID/ CLI / Eircode Original Order Reference Order Type / (Optional) Product Type Associated MNS Order (Optional) Appointment Date (Optional) Appointment Date (Optional) Table 3: VAA Order Operator input The operator is provided with a list of up to 20 appointment slots which were available at the time of order submission. products including CGA. 5.5 Update Order Details (UOD) The Update Order Detail (UOD) can be used to change the end customer contact details on an Order which has already been placed and thus ensure the technicians and support teams have the correct and up to date contact details to enable them to complete the work on the appointment date. Where an operator has opted into Enhanced Provisioning the open eir appointments team will also be able to make changes to the contact details if required. To ensure that the data reaches the technician in time for the appointment, any UOD must be completed prior to 12pm midnight on the day before the appointment date. 18/04/2018 Version

36 The fields in scope which could be updated are: Address Mobile Number Home Telephone Number Work Telephone Number Contact Name These information fields will relate specifically to the information required as part of the appointment / order delivery stage for an individual order. They will not relate to any other order that customer might have (unless separately entered during the order placement or update process for that order), nor will they impact on the core information held as part of the Customer Account details. The orders types which an update can be provided on include the following: o LNB Provide New Line with Optional Broadband Service o PUN Provide ULMP New o FP Failed Provisioning o PBF Provide Bitstream Full Install o PLF Provide Line Sharing Full Install o PNN Provide NGA New o PNO Provide NGA from Other o PNW Provide NGA from WLR o PPN Provide POTS Based NGA o PPW Provide POTS Based NGA and WLR from ULMP and NGA o CA Co-Ordinated Appointment o RA Reschedule Appointment The UOD Order cannot be used when the Order is in any of the following status: - Reschedule Indicated - Reschedule Requested - Reschedule Pending Where the Order is in any of these three statuses and an update to the contact details is required, the operator can either do this as part of the RA or submit a separate UOD once the RA is complete. Where an update is carried out to any individual field(s) value (e.g. Home Contact Number), the information in other fields is retained after the update. For operators using the Enhanced Provisioning Process an alert via UG Notifications to the Operator will be sent when the Update Order Detail action has been carried out by the open eir Appointments Team to change the 18/04/2018 Version

37 5.6 Operator NTU Installation FTTC Only In certain cases, Operators have the option to install the NTU in the premises and must do so in accordance with the NGA Technical Handbook. This process applies to FTTC only. There are two options available to Operators who want to install the NTU in the premises. Option 1 Operators will designate certain exchanges via the UG interface as areas in which they will install the NTU. In placing provisioning orders on the UG, the Operators will select an open eir appointment as normal. Option 2 Operators may also request that they install the NTU on an order by order basis. On order submission the Operator selects BAS code. The UG will check whether the order being placed is in an exchange designated as one in which the Operator will install the NTU NONTUINS selected. If it such an exchange NONTUINS, then the UG will set an appointment where the technician will only visit the cabinet for the jumpering and the Operator will be expected to visit the customer premises to install the NTU. Operators may wish to avail of Co-ordinated Appointments functionality to schedule this visit. 5.7 Co-ordinate Appointment Co-ordinated Appointments occur when Operators wish to schedule their own technician visit to the end-user premises to coincide with the open eir technician. Co-ordinating Appointments is an optional feature and is available for FTTH where the ONT is always installed by the open eir technician and also for FTTC regardless of who installs the NTU. There are two scenarios in which co-ordinate customer appointment can be utilised: a) If an Operator wishes to send their technician to the premises during the same slot as an open eir technician visits both the exchange/cabinet for jumpering and the end premises. The open eir technician in this case will install the NTU / ONT while the Operator technician may install the modem or other CPE. b) If an Operator wishes to send their technician to the premises during the same slot as an open eir technician visits the exchange/cabinet for jumpering only. 18/04/2018 Version

38 In this case the Operator will install the NTU and may also install the modem or other CPE. The CA Order Type is utilised to set co-ordinated appointments. The CA order type can only be used when a provisioning order has already been submitted. Step Step Identify the Order Number for the Provisioning Order in which a coordinated appointment is required. - Complete the details on the (CA Order Type) - Include the Provisioning Order Number - It is assumed that the co-ordinated appointment is to occur during the same slot as the open eir Technician appointment - this process is used for both scenario a & scenario b above. Step The CA Acceptance Notification returns: - Confirmation of the desired Co-ordinated Appointment OR - The CA Order will be rejected if the Operator does not have an available slot for their technician that coincides with the open eir technician. An operator will always be given the specific appointment requested in an CA, if open eir has missed the original appointment, i.e. if the CA is a result of an RR with a reason code of open eir Note: Once a co-ordinated appointment has been logged on the system then the Reschedule Order RA cannot be utilised for changing appointments. Instead the CA must be used for this process which changes both the open eir and the Operator appointments in tandem. 5.8 Operators must sign-up to enable access to the Co-ordinated Appointments functionality on the Unified Gateway. Operators will then be provided with an interface on the Unified Gateway to upload the appointments slots for their own technicians. In communication with open eir, Operators will have the ability to set the exchange in which they wish to have their technicians implement the NTU change at the customer premises. All provisioning requests to these exchanges will assume the Operators own technician will conduct the customer site visit. 18/04/2018 Version

39 5.9 NGA Order Progress Information Flow on UG The UG system will support essential information flow to Operators on NGA Order status and progress. Information Flow will be sent back to Operators through UG from open eir systems, including portable field terminals. The UG will return a <REASON_CODE> with an Order status update, where a scheduled provisioning appointment cannot be completed. This reason code is one of three options and will indicate whether the appointment has been delayed by open eir, the end user or due to non-standard provisioning issues (Options for Reason Code Tag= EIRCOM, CUSTOMER, NON-STANDARD). Further information on appointment updates are given below Reschedule Request (RR) If an Operator has selected to use the Enhanced Provisioning service the process related to reschedule requests for customer related issues are detailed in Appendix 16 Section four. For customer related issues, where open eir cannot complete the Order due to the end-user issues below, a Reschedule Request (RR) notification will be provided with explanatory text (see below). The Operator will be able to re-schedule the appointment using the standard RA or CA Order as appropriate, once the issue is resolved with their end-customer 8. The Operator may optionally cancel the Order at no additional charge. If the Operator does not re-schedule the appointment 5 days after the initial request a reminder notification Pending Auto Cancel (PAC) will be issue to remind to re-schedule the appointment and if the appointment is not re-scheduled within a further 5 days the order will be marked undeliverable. End-user not ready/not available (CUSTOMER) - -schedule End-user refuses service (CUSTOMER) 8 An RR will be marked as undeliverable with Undeliverable Code: 175 In- Days: Comment: 10 day window to set a new appointment has elapsed, new order required. 18/04/2018 Version

40 - Third party access denied (CUSTOMER) issue & re- customer to progress third party A charge will be raised against the Order for the above events. Where unforeseen circumstances arise where open eir cannot keep the appointment on the designated time, the Operator will be notified with an RR and should be able to re-schedule a new appointment straight away. - (EIRCOM) Request to Cancel (RC) In some scenarios where the data on the order is incorrect the order must be cancelled and re-issued to allow delivery of the order complete. Previously oeccc would the Operator requesting the order to be cancelled and re-issued. Where the below refer codes are selected the Operator shall receive a RC (request to cancel) notification to re-issue the order. If in the event the order has not been cancelled and re-issued after 5 days a Pending Auto Cancel (PAC) will be issue reminding to re-issue the order. If this is not acted on in a further 5 days the order shall be marked undeliverable. The refer codes are: 71 Incorrect Address 72 Incorrect Contact Info 74 Wrong Exchange Please see Appendix 11 for a full list of refer codes Reschedule Indicated (RI) and Reschedule Forecast (RF) An RI notification will be sent back through to UG where open eir cannot complete the Order due to open eir issues such as: Cable Issues Duct/Underground (DUG) where a new drop is needed Private Pole issues Issues Other service delivery issues 18/04/2018 Version

41 For the above issues, an RF notification update will be provided when a forecast date is available for resolution. The RF notification may also include a licence application number and licence type which will inform the Operator of the nature of work required. If there are any changes to the licence information including additional licence applications being required updated RF notifications may be issued. Note the forecast date associated with the RF notification may change if new licences are required and that more than one licence may be associated with an order. This will be followed by a Reschedule Request (RR) notification from open eir when the issue is resolved. When the Operator receives this notification they can then re-schedule the appointment Underground Cable (NON-STANDARD) Initial Underground Cable Issue - Eircom Unable To Appointment can be re- Now Resolved. The Private Pole Issues (NON-STANDARD) Appointment Private Pole Issue - Eircom Unable to Keep e Appointment can be re Other Service Delivery Issues (NON-STANDARD) ointment due to Issue arising at Service Delivery that needs further resolution. (Further Resolution message (RR) will Appointment can now be re-scheduled. Eircom unable to keep current appointment. 18/04/2018 Version

42 The Co-ordinate Appointment and the Reschedule Appointment is disabled during an RI phase. See Appendix 11 for a full list of the UG Refer Codes FTTC NTU Installation including data port extension socket At the end-user premises the open eir or Operator technician will install the new NGA NTU, replacing the master socket. The NGA NTU is the demarcation point for the Virtual Unbundled Access (VUA) / Bitstream Plus FTTC products. For the POTS-based product the internal wiring will continue to be served from the NTU and supply PSTN service. open eir will, if requested at the time of Order, install a data port extension socket using a standard extension kit to a maximum of 30 meters. The open eir technician will surface mount any extension wiring to accessible skirting boards and will not put cable under carpet or floor. No moving of furniture and no decorative work will be carried out as part of the installation. The installation of an extension kit will only be carried out if the technician deems that the work can be carried out in a reasonable time frame. This DSL extension kit is considered to be part of internal wiring and is owned by the end-user. A charge will apply for the installation of the data port extension socket. Data Port Extension Kits are ordered as part of a provisioning Order, as an Additional Service with a Bitstream Additional Service Code (BAS_CODE) of DPEXTRAP. 18/04/2018 Version

43 Section 6 POTS Based Provisioning & Migrations 6.1 Introduction The processes outlined below relate to the provisioning and migrations of POTS Based FTTC services. The exact same order types will also be utilised for each of the provisioning and migration scenarios for FTTH services 9. The primary difference between the FTTC and FTTH processes relates to the downstream tasks. In addition, Operators will not have an option to install the NTU in an FTTH context. The table below summarises the four scenarios and UG order types utilised for provisioning POTS Based NGA services and migrating to POTS Based NGA services. The MWB (Section 9.6) order can also be used where an operator wishes to move service for one of its customers to a new address. Scenario 1 - Migrate or Provide a PB NGA BB FROM TO (POTS BASED NGA) Scenario 1 Narrowband Broadband Narrowband Broadband SB-WLR OAO1 or OAO2 Nothing N/A PPN SB-WLR OAO1 or OAO2 LS-CGA-PB OAO1 or OAO2 SB-WLR OAO1 or OAO2 BS-CGA-PB OAO1 or OAO2 SB-WLR OAO1 or OAO2 BS-NGA-PB OAO1 or OAO2 SB-WLR OAO1 or OAO2 BS-NGA-PB *OAO1 or OAO2 *Use CHN when OAO2 to OAO2 within the same generation Tel No. Porting Not Applicable Scenario 2 - Migrate from SA NGA BB to (WLR based) FROM TO (POTS BASED NGA) Scenario 2 Narrowband Broadband Narrowband Broadband ULMP OAO1 or OAO2 SB-WLR OAO 1 or OAO2 BS-NGA-PB OAO 1 or OAO2 PPW BS-NGA-SA OAO1 or OAO2 BS-CGA-SA OAO1 or OAO2 Tel No. Porting Porting Request sent to losing SA NGA Operator or losing ULMP Operator - Tel No. to be ported entered into <REF_TEL_NO> field Scenario 3a LNI: Provide New Line and PB NGA BB FROM TO (POTS BASED NGA) Scenario 3a Narrowband Broadband Narrowband Broadband LNI then PPN LNI PPN Nothing N/A Nothing N/A SB-WLR OAO2 BS-NGA-PB OAO2 (not combined) Tel No. Porting LNG Order should be used for porting Scenario 3b LNB: Provide New Line and PB NGA BB FROM TO (POTS BASED NGA) Scenario 3b *LNB - Combined Narrowband Broadband Narrowband Broadband Order Nothing N/A Nothing N/A SB-WLR OAO2 BS-NGA-PB OAO2 Tel No. Porting LNB Order should be used for porting *LNB orders applies to FTTC only and is not applicable to FTTH Scenario 4 PPN then PW (PWX in future): Migrate SB-WLR and Migrate or Provide a PB NGA BB FROM TO (POTS BASED NGA) Scenario 4 Narrowband Broadband Narrowband Broadband SB-WLR OAO1 Nothing N/A PW(X) PPN PPN then PW SB-WLR OAO1 LS-CGA-PB OAO1 or OAO2 (PWX in future) SB-WLR OAO1 BS-CGA-PB OAO1 or OAO2 SB-WLR OAO2 BS-NGA-PB OAO2 SB-WLR OAO1 BS-NGA-PB OAO1 Tel No. Porting Not Applicable Table 4 Summary of POTS based Provisions and Migrations 10 9 LNB order applies to FTTC only 10 Refer to Section 7.5 for more information on number porting 18/04/2018 Version

44 Key to Summary Table POTS Based Line Share POTS Based ADSL BMB / BIP / BS+ POTS Based FTTX BS+ /VUA Standalone ADSL BMB / BIP / BS+ Standalone FTTX BS+ /VUA LS-CGA-PB BS-CGA-PB BS-NGA-PB BS-CGA-SA BS-NGA-SA Note 1: Operator establishes In-home Wiring Requirements The Operator is responsible for advising their customer of open eir - premises installation up to the demarcation point. With the exception of an extension kit, all installation beyond the demarcation point is not addressed in this document. Issues that the Operator should discuss with their end-user may include: (FTTC) Replacement of the existing open eir master phone socket with an NTU (FTTC) Confirmation that NGA NTU in place from previous NGA service Location of the NTU (FTTC)/ ONT (FTTH) (FTTC) Are there multiple phone sockets in the premises and are these fed from a master socket? There must be no splitting of internal wiring before the master socket as this is not compatible with VDSL; the end user is responsible for removing any splits on the open eir side of the master socket / NTU. (Any sockets fed from the master socket are unaffected) (FTTC) Is an extension socket required to extend the NTU within the premises? This can be included in the UG Order (note that this is an additional cost item). (FTTH) Availability of an electricity socket to power an ONT Note 2: This section contains a set of operational processes that support the interactions between open eir and the Operator for the delivery and operation of migrations to POTS Based Next Generation Access Products from the Current Generation Access Products portfolio. This section is an addendum to the product process manuals for LLU, Bitstream, SB-WLR. These process manuals will detail the processes applicable to migration from Next Generation Access Products to the Current Generation Access Products. This document 18/04/2018 Version

45 should be read in conjunction with the other Industry Process Manuals as published on Note 3: The NGA products support multiple VPLS solutions as described in the Product Description. Operators availing of this functionality must nominate the Egress Group required as part of provisioning and migration Orders. A pre-requisite for Egress provisioning is that the logical connectivity has been configured in advance. For the FTTC Bitstream Plus VEA product, Operators are not required to have logical connectivity in the exchange. Note 4: In the event that an Operator requires an Electronic Enablement (EE) to be completed on a particular date the Operator may select a required by date when placing the NGA order. This has the effect of delaying the provision of NGA services until that date. Note 5: In exceptional circumstances, the Fixed Rate profile may need to be lowered during the provisioning process in order to allow a line to synchronise. The BI Notification sent on completion will contain the actual profile applied on the line. This will not impact the - completion notification. 6.2 Scenario 1: Migrate to or Provide a POTS Based NGA service FROM SB-WLR In this scenario the PPN Order will provide a POTS-Based VUA or Bitstream Plus service on an existing SB-WLR line where nothing else is on the line. The PPN Order will also provision a POTS Based VUA or Bitstream Plus service and replace the ADSL Bitstream / Bitstream Plus, Line Share or POTS Based NGA service on the line. Where an NGA NTU has previously been installed but the line is no longer connected to the NGA cabinet then a cabinet only appointment will be required as the technician will not have to visit the end-user premises to install an NGA NTU. If there is POTS Based NGA on the line, or if POTS Based NGA is insitu then no appointment will be necessary on the PPN order. A line is considered insitu for NGA if it is connected to an NGA port in the cabinet and an NGA NTU has previously been installed at the address. An NGA line may be insitu for POTS Based NGA or Standalone NGA but not both. 18/04/2018 Version

46 Once the status of the line has been determined using the NLE order then the steps involved in the provision of the PPN Order are listed below Determine CLI and UAN Submit NLE Order type to determine if NGA NTU was previously installed and/or if line insitu for NGA service PreQual Line- Submit (QB Order Type). PreQual Completion Notification returns list of available products End-user Appointment driven provide orders NGA Non-insitu or Appointment requested Submit (PPN Order Type) to provision VUA PB/Bitstream Plus PB/Bitstream Plus VEA PB - If NGA non-insitu or if Technician visit required then Request Appointment - Option to Request Multicast (MCASTTV) not available for FTTC Bitstream Plus VEA - If ordering FTTC Bitstream Plus VEA WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID -Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product The acceptance notification will inform the Operator of the type of appointment required. Note: Appointment can be modified (before COB of working day prior to appointment) ADSL Bitstream or Line Share or PB NGA then Pending Loss notification Generated (if required) - (currently 6 hours) Port activated electronically & BI Notification or Pre BI Notification 11 sent to Operator 11 The Pre BI notification is sent at the port reservation stage and it allows Operators to configure their own network, get modem set up ready etc. so that the end-user is ready to go on completion of the jumpering/installation. The BI notification is sent on order completion. In most cases the detail will be the same but in cases where a technician had to swap the port when at the cabinet, then it will be different. 18/04/2018 Version

47 If ADSL Bitstream or Line Share then site visit to exchange to remove existing BS/LS connection will be carried out after the NGA service has been enabled If NGA NTU previously installed and NGA is non-insitu then open eir Technician Site visit to Cabinet for Port Connection open eir technician will generally call the contact number prior to service being disconnected from cabinet If no NGA NTU was previously installed and if open eir installs the NTU for the Operator in this exchange area, then an open eir Technician visits end-user premises for NTU Installation (Co-ordinate Appointment may be used by Operator if desired) Loss Notification to ADSL/LS Operator if appropriate - Completion Notification sent to Gaining Operator. For FTTC Bitstream Plus VEA this notification will include the S-VLAN tag and the VEA Circuit ID in the Bitstream ID field. - Post-completion Notification sent to Gaining Operator when the Order has fully posted No End-user or Cabinet Appointment NGA Insitu Provide or Migration If the end-user currently has a POTS Based NGA service on the line or the line is currently insitu for POTS Based NGA then no end-user or cabinet appointment will be required Determine CRN and UAN Submit NLE Order type to determine if line insitu for NGA service and if NGA NTU was previously installed PreQual Line based on CRN - Submit (QB Order Type). PreQual Completion Notification returns list of available products Submit (PPN Order Type) to provision VUA PB/Bitstream Plus PB/ Bitstream Plus VEA PB - Option to Request Multicast (MCASTTV) - not available for FTTC Bitstream Plus VEA The acceptance notification will inform the Operator of the type of appointment required Line Activated - Port Activated electronically & BI Notification sent to Operator Completion Notification sent to Gaining Operator - Post-completion Notification sent to Gaining Operator when the Order has fully posted 18/04/2018 Version

48 6.3 Scenario 2: Migrate FROM ULMP or Standalone NGA TO POTS Based VUA FTTC or POTS Based Bitstream Plus FTTC (Inter and Intra Migration supported with this process) In this scenario the PPW Order will replace the ULMP service with an SB-WLR line and a POTS based VUA or Bitstream Plus service. The PPW will also replace will replace the Standalone NGA service with an SB-WLR line and a POTS based VUA or Bitstream Plus service. Inter- Operator migrations to the FTTC Bitstream Plus VEA product are not supported. A cabinet only appointment will be required - If the end-user has Standalone NGA broadband or - If the line currently has ULMP service but previously had an NGA NTU installed In this scenario there can be no insitu NGA line. A ULMP line and a Standalone NGA line cannot be insitu for POTS based NGA ULMP to POTS Based VUA or POTS Based Bitstream Plus In the case of ULMP on the line, the steps involved in the provision of the PPW Order are listed below Determine CRN and UAN Submit NLE Order type to determine if NGA NTU was previously installed and/or if line insitu for NGA service PreQual Line- Submit (QB Order Type). PreQual Completion Notification returns list of available products Submit (PPW Order Type) to provision VUA PB/Bitstream Plus PB/ Bitstream Plus VEA PB - Request Appointment - Option to Request Multicast (MCASTTV)- not available for FTTC Bitstream Plus VEA- Option Request GNP if number with 3 rd Party If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open 18/04/2018 Version

49 eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID -Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product The acceptance notification will inform the Operator of the type of appointment required. - Note: Appointment can be modified (before COB of day prior to appointment) PWG Only - GNP Pending loss generated to losing Operator Line Activated - Port Activated electronically & BI Notification sent to Operator open eir Site visit to Exchange to remove existing ULMP connection will be carried out after the NGA service has been enabled. - open eir Technician Site visit to Cabinet for Port Connection PWG Only - GNP Activated If no co-ordinated appointment is set for NTU, if an NGA NTU was not previously installed or if the Operator has requested an end-user site visit, then open eir Technician visits Customers Premises for NTU Installation. open eir technician will call contact number prior to service being disconnected from cabinet If an NGA NTU was previously installed then the open eir technician only visits the cabinet to the enable the service. open eir technician will call contact number prior to ULMP service being disconnected from cabinet If a co-ordinated appointment is set for NTU - then Operator Technician visits Customers Premises for NTU Installation. open eir technician will call contact number prior to service being disconnected from cabinet Loss Notification to ULMP Operator - Completion Notification sent to Gaining Operator. For FTTC Bitstream Plus VEA this notification will include the S-VLAN tag and the VEA Circuit ID in the Bitstream ID field. - Post-completion Notification sent to Gaining Operator when the Order has fully posted 18/04/2018 Version

50 6.3.2 Standalone NGA to POTS Based VUA or POTS Based Bitstream Plus In the case of Standalone NGA services, the steps involved in the provision of the PPW Order are listed below. A Standalone NGA line is not insitu for POTS Based NGA as the open eir Technician is required to visit the cabinet to connect the end-user to the POTS Based service. No visit to the end-user premises is required unless requested by the Operator Determine CRN and UAN PreQual Line based on CRN - Submit (QB Order Type) PreQual Completion Notification returns list of available products Submit (PPW Order Type) to provision VUA PB/Bitstream Plus PB/FTTC Bitstream Plus VEA - Option to Request Multicast (MCASTTV) not available for FTTC Bitstream Plus VEA - Option Request GNP if number with 3 rd Party If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID -Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product The acceptance notification will inform the Operator of the type of appointment required. - Note: Appointment can be modified (before COB of day prior to appointment) T Notification returned indicating telephone number assigned Line Activated - Port Activated electronically & BI Notification sent to Operator - open eir Site visit to Exchange and cabinet for line connection GNP activated (if GNP requested) Loss Notification to Standalone Operator - Completion Notification sent to Gaining Operator. For FTTC Bitstream Plus VEA this notification will include the S-VLAN tag and the VEA Circuit ID in the Bitstream ID field. - Post-completion Notification sent to Gaining Operator when the Order has fully posted 18/04/2018 Version

51 6.4 Scenario 3a: Provisioning an Insitu Line and POTS-Based FTTC NGA Services when nothing in place. To provide a POTS-Based VUA or Bitstream Plus FTTC service on an in situ path an LNI Order is used. The LNI Order activates the SB- Once part of the Order is complete the LNI then automatically generates a PPN Order. The PPN Order activates the POTS-Based VUA or Bitstream Plus FTTC service as outlined in Section 6.2 above. Where the end user already has a SB-WLR service on their line then a PPN Order is used to provide the POTS-Based VUA or Bitstream Plus FTTC service. The PPN Order requires a port connection to be carried out by the open eir technician at the cabinet. If applicable then the open eir install the NTU. Appointment setting is provided with the PPN Order. Prior to submitting the LNI Order outlined below the gaining Operator should submit the relevant Line Enquiry Order (NLE) and Prequal Order (QB) to determine the availability and suitability of the line and the NGA products available for provision on that line. In this scenario the LNI Order followed by an automatically generated PPN Order will provide a POTS-Based VUA or Bitstream Plus service on to an insitu line. The steps involved in the provision of the LNI Order are listed below Determine ARD ID or optionally Eircode Optionally interrogate Advanced Pre-qual File and ensure Address is NGA Compatible Submit LE Order Type LE Order Completion Notification contain line details PreQual Line- Submit (QB Order Type) PreQual Completion Notification returns list of available products Submit (LNI Order Type) to provision Line & VUA PB/Bitstream Plus PB - Request New Line - Option to request old telephone number if at that premises - Option to Request Multicast (MCASTTV) not available for FTTC Bitstream Plus VEA -If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open 18/04/2018 Version

52 eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID -Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product - Option Request GNP if number with 3 rd Party The acceptance notification will inform the Operator of the type of appointment required T Notification returned indicating telephone number assigned Line Activated Electronically GNP Activated (if GNP requested) Note 1: -WLR line is now active LNI generates (PPN order Type) to provision VUA PB/Bitstream Plus PB Note 2: On acceptance of PPN the default on UG is to allocate the earliest appointment. The OAO should contact their end user and reschedule if required LNI Completion Notification sent to Gaining Operator with PPN Order Number - Post-completion Notification sent to Gaining Operator when the Order has fully posted Note 3: Non In situ Lines require a separate LNN order and a PPN Order 6.5 Scenario 3b: Provisioning a non-insitu Line and POTS-Based FTTC NGA Services when nothing in place. In this scenario an Operator wishes to place an order for a single SB-WLR line with NGA using the LNB order. The LNB is used to order of WLR plus NGA (FTTC only) on a Non- Insitu line or on an In-Situ line where a customer premises visit is requested, equivalent to the LNN from another network Operator. Under the LNB open eir will always send an open eir Technician to the end-user premises to install the line. Prior to submitting the LNB Order outlined below the gaining Operator should submit the relevant Line Enquiry Order (NLE) and Prequal Order (QB) to determine the availability and suitability of the line and the NGA products available for provision on that line. The steps involved in the provision of the LNB Order are listed below. 18/04/2018 Version

53 Determine the availability of lines using the LE order and suitability for Bitstream using the prequal order. The prequal value will be based on the DP average Determine the ARD ID or Eircode using the LE order (Generate ID option in the LE order if ARD_ID is not available) Submit LNB order to provision SB-WLR and Bitstream. Order must contain Major Account Number Occupants Name ARD ID or Eircode Account Option New Account/Target Account Required Date Option to Request Multicast (MCASTTV) not available for FTTC Bitstream Plus VEA If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product Option Request GNP if number with 3rd Party Customer name and address Contact name and number(s) three numbers to be provided if possible, Home, Work and Mobile. If this i provided. Request an appointment Note: Appointment can be modified (before COB of day prior to appointment) The order may be rejected if incomplete information is provided on the order, these will be referred back via the UG and the Operator requested to cancel and re-issue the order with the correct information. There will be no link between the new order and the rejected order Once the order is validated the open eir technician visits the cabinet to connect the port and the customer premises on the appointment day to deliver the service. 18/04/2018 Version

54 - The open eir technician will generally call the contact number prior to calling to the customer premises If the customer fails to meet the appointment RR (re-scheduled requested) notifications will be send via the UG as outlined in section or if the Operator has opted for the Enhanced Provisioning service, Appendix 16, a RP (reschedule pending) notification will be sent via the UG The open eir technician will determine what is required to deliver the order and may deem the order to be non-standard. If the order is deemed to be non-standard it will be referred back via the UG and the Operator shall receive an RI notification as outlined in section below (Re-schedule indicated and re-schedule forecasted) When the non-standard reason is resolved a RR (re-schedule requested) notice is sent via the UG for the Operator to schedule a new appointment for the installation work at the customer premises Once the service is provisioned the order will be completed and a completion notice issued by the UG. Note: If any part of a combined delivery order cannot be delivered the entire order will be rejected as undeliverable. 6.6 Scenario 4: Migrate FROM SB-WLR (either alone or with Current Generation Bitstream or Line Share or NGA Services in place) TO POTS based NGA In this scenario the Operator should migrate the NGA Broadband element utilising the PPN order as described above and move the SB-WLR service by utilising the PW order type. In a future release a new combined order will be made available called the PWX. 6.7 Installation Failures (Dead on Arrival) Installation failures / Dead on Arrival (DOA) are instances where open eir advised an OAO that the requested service was provisioned when, in reality, the service was never provisioned correctly in the first instance. For the avoidance of doubt this excludes all provisioning work carried out by an Operator on behalf of open eir. The operator should submit a fault report indicating an Install Fail (Sections and ); fault reports 18/04/2018 Version

55 on the day of installation should be reported directly to the open eir Customer Care Centre (Section ), where the provisioning will be prioritised Fault reporting prior to Posted Complete (PC) Notification This process is used for a non-electronically enabled order that has been completed, has not posted complete on the open eir systems but is reported by the end user that it is not working. 1) The Operator receives a report from an end customer that a newly installed service is not working, i.e. complete loss of services 2) The Operator carries out the basic fault diagnostics (Sections / ) 3) If still no service - the Operator rings the oeccc (phone) to report an early life fault, noting telephone number/ CRN, product report fault code and any other relevant information obtained from the end customer 4) The oeccc will then confirm order has been delivered (completion notification issued) and that the posted complete notification has not been issued. Note: If posted complete notification has been issued the Operator will be advised to log the fault via the UG using the normal process. 5) The oeccc will log the fault on internal systems (FHS) based on information provided by the Operator. The fault will follow the normal fault process to resolve the issue. 6) The Operator will be informed when the fault issue is resolved and the nature of the fault resolution Note: (i)as the fault is not logged via the UG the Operator will not be able to receive updates via the UG. (ii)this process should only be used for complete loss of service, not for intermittent issues. 6.8 Post-Provisioning Tests Two weeks after FTTC provisioning, a single Line Test and a single Synch Test are automatically carried out. The data from these initial tests is retained and is available to Operators with the TLH (Test Line History) and the TSH (Test Synch History) orders, as reference information only. 18/04/2018 Version

56 Section 7 Standalone Provisioning & Migrations 7.1 Introduction The processes outlined below relate to the provisioning and migrations of Standalone FTTC services. The exact same order types will also be utilised for each of the provisioning and migration scenarios for FTTH services. The primary difference between the FTTC and FTTH processes relates to the downstream tasks. In addition, Operators will not have an option to install the NTU in an FTTH context. The table below summarises the three scenarios and UG order types utilised for provisioning Standalone NGA services and migrating to Standalone NGA services. The MNA (Section 9.5) order can also be used where an operator wishes to move service for one of its customers to a new address. Scenario 1 PNN Order : Provide SA NGA BBPB NGA BB FROM TO (SA) Narrowband Broadband Narrowband Broadband Nothing N/A Nothing N/A BS-NGA-SA OAO2 BS-CGA-SA OAO2 Scenario 2 PNW Order : Migrate from (WLR based) to SA NGA BB FROM TO (SA) Narrowband Broadband Narrowband Broadband SB-WLR OAO1 or OAO2 SB-WLR OAO1 or OAO2 LS-CGA-PB OAO1 or OAO2 BS-NGA-SA OAO2 SB-WLR OAO1 or OAO2 BS-CGA-PB OAO1 or OAO2 BS-CGA-SA OAO2 SB-WLR OAO1 or OAO2 BS-NGA-PB OAO1 or OAO2 Scenario 3 PNO Order : Migrate (non WLR based) to SA NGA BB FROM TO (SA) Narrowband Broadband Narrowband Broadband ULMP OAO1 or OAO2 BS-NGA-SA *OAO1 or OAO2 BS-NGA-SA OAO2 BS-CGA-SA *OAO1 or OAO2 BS-CGA-SA OAO2 *Use CHN when OAO2 to OAO2 and same generation Table 5 Summary of Standalone Provisions and Migrations Key to Summary Table POTS Based Line Share POTS Based ADSL BMB / BIP / BS+ POTS Based FTTX BS+ /VUA Standalone ADSL BMB / BIP / BS+ Standalone FTTX BS+ /VUA LS-CGA-PB BS-CGA-PB BS-NGA-PB BS-CGA-SA BS-NGA-SA 18/04/2018 Version

57 Note 1: Operator establishes In-home Wiring Requirements The Operator is responsible for advising their customer of open eir - premises installation up to the demarcation point. With the exception of an extension kit, all installation beyond the demarcation point is not addressed in this document. Issues that the Operator should discuss with their end-user may include: (FTTC) Replacement of the existing open eir master phone socket with an NTU (FTTC) Confirmation that NGA NTU in place from previous NGA service Location of the NTU (FTTC)/ ONT (FTTH) (FTTC) Are there multiple phone sockets in the premises and are these fed from a master socket? There must be no splitting of internal wiring before the master socket as this is not compatible with VDSL; the end user is responsible for removing any splits on the open eir side of the master socket / NTU. (Any sockets fed from the master socket are unaffected) (FTTC) Is an extension socket required to extend the NTU within the premises? This can be included in the UG Order (note that this is an additional cost item). (FTTH) Availability of an electricity socket to power an ONT Note 2: This section contains a set of operational processes that support the interactions between open eir and the Operator for the delivery and operation of migrations to Standalone Next Generation Access Products from the Current Generation Access Products portfolio. This section is an addendum to the product process manuals for LLU, Bitstream, SB-WLR. These process manuals will detail the processes applicable to migration from Next Generation Access Products to the Current Generation Access Products. This document should be read in conjunction with the other Industry Process Manuals as published on as appropriate. Note 3: The NGA products support multiple VPLS solutions as described in the Product Description. Operators availing of this functionality must nominate the Egress Group required as part of provisioning and migration Orders. A pre-requisite for Egress provisioning is that the logical connectivity has been configured in advance. For the FTTC Bitstream Plus VEA product, Operators are not required to have logical connectivity in the exchange. Note 4: In the event that an Operator requires an Electronic Enablement (EE) to be completed on a particular date the Operator may select a required by date when placing the NGA order. This has the effect of delaying the provision of NGA services until that date. 18/04/2018 Version

58 Note 5: The Fixed Rate profile may exceptionally need to be lowered during the provisioning process in order to allow a line to synchronise. The BI Notification sent on completion will subsequently change the profile following receipt of the post-completion notification. 7.2 Scenario 1: Provisioning Standalone VUA FTTC or Standalone Bitstream Plus FTTC when nothing in place The PNN Order allows for the provision of an NGA standalone VUA or Bitstream Plus service on to an in situ line that currently has no services on it. The PNN Order requires a port connection to be carried out by the open eir technician at the cabinet. If applicable then the open eir to install the NTU. Prior to submitting the Order types outlined below the gaining Operator should submit the relevant prequal Order (QB) to determine the NGA products available for provision on that line. Standalone NGA service does not include a wholesale voice service. If the end customer requires a voice service then this can be provided by their operator over a VOIP platform. In this scenario, there are no existing open eir products (SB-WLR, LLU, Bitstream or LS) in place In this scenario the PNN Order will provide a standalone VUA or Bitstream Plus service on to an insitu or non-insitu line. If the line is insitu and if the premises previously had an NGA NTU installed then no end-user appointment will be required, unless specifically requested by the Operator. The steps involved in the provision of the PNN Order are listed below Determine ARD ID or Eircode Optionally interrogate Advanced PreQual File and ensure address is NGA compatible Submit NLE Order type to determine if NGA NTU was previously installed PreQual based on ARD ID or Eircode- Submit (QB Order Type). PreQual Completion Notification returns list of available products Submit (PNN Order Type) to provision VUA SA/Bitstream Plus SA No requirement to specify in situ or non-in situ. Request appointment 18/04/2018 Version

59 Option to request Multicast (MCASTTV) not available for FTTC Bitstream Plus VEA If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product The acceptance notification will inform the Operator of the type of appointment required. Note: Appointment can be modified (before COB of day prior to appointment) Port activated electronically & BI Notification sent to Operator open eir Technician site visit to cabinet for Port connection If the line is non-insitu or if the Operator has requested an end-user site visit and if open eir installs the NTU for the Operator in this exchange area, then an open eir Technician visits end-user premises for NTU Installation (Co-ordinate Appointment may be used by Operator if desired) If the line is insitu and if an NGA NTU has previously been installed or if the Operator installs the NTU on behalf of open eir in this exchange area, then the open eir technician will only visit the cabinet. If required, the Operator Technician will visit the end- premises for the NTU installation (Co-ordinate Appointment may be used by Operator if desired) Completion Notification sent to the Operator. For FTTC Bitstream Plus VEA this notification will include the S-VLAN tag and the VEA Circuit ID in the Bitstream ID field. - Post-completion Notification sent to Operator when the Order has fully posted Note 1: In the case of FTTH, the PNN Order will include the necessary downstream steps to install the fibre element. Note 2: If requested by the end-user, the Operator is responsible for porting their existing Telephone number over to the new Standalone service with over- the-top VoIP. Note 3: If an address is not included in the Pre-qual file then it will not be available for the provision of NGA Standalone services. 18/04/2018 Version

60 7.3 Scenario 2: Migrations FROM SB-WLR or SB-WLR with Bitstream / Line Share / NGA Bitstream/ NGA VUA TO Standalone VUA FTTC or Standalone Bitstream Plus FTTC The PNW Order type allows for the provision of an NGA standalone broadband or VUA service from SB-WLR based services. The PNW Order involves the removal of the POTS based SB-WLR service and the associated broadband or Line Share service. PNW Orders require a port connection to be carried out by the open eir technician at the cabinet. If applicable then the open eir to install the NTU. Prior to submitting the Migration Order types outlined below the gaining Operator should submit the relevant prequal Order (QB) to determine the NGA products available for provision on that line. Standalone NGA service does not include a wholesale voice service. If the end customer requires a voice service then this can be provided by their operator over a VOIP platform. In Scenario 2 all migrations are from a POTS Based line. Therefore, in order to connect to a Standalone NGA service the open eir Technician is required to visit the cabinet to connect the end-user. This order contains the option for the gaining operator to indicate the intention to port out NW order will proceed as per normal process and on receipt of the completion notification the gaining operator must submit a port request via the Fixed Number Porting Industry database as per the GNP process. Note the end customer will not have a voice service once the PNW is technically completed in the field until such time as their service provider initiates the port out process and provides a VOIP service. With an LNB order, a status check with Porting XS, will also be carried out to ensure that any external port request can proceed. If the Porting XS status check indicates another port request is in progress then the order will be rejected. The three variants of this scenario are addressed in the following sections SB-WLR to Standalone VUA or Bitstream Plus In this scenario the PNW Order will replace the SB-WLR POTS based service on the line with a standalone VUA or Bitstream Plus service. In this scenario there can be no electronic enablements as the end-user is currently insitu for a POTS Based service. As the end-user is insitu for POTS Based services they cannot be insitu for Standalone NGA. However, if they have had an NGA NTU previously installed then the open eir technician will only be required to visit the cabinet to complete the jumper to Standalone NGA. 18/04/2018 Version

61 The steps involved in the provision of the PNW Order are listed below Determine CLI and UAN Submit NLE Order type to determine if NGA NTU was previously installed PreQual Line based on CLI - Submit (QB Order Type)PreQual Completion Notification returns list of available products Submit (PNW Order Type) to provision VUA SA/Bitstream Plus SA/FTTC Bitstream Plus VEA - Request Appointment - Option to Request Multicast (MCASTTV) not available for FTTC Bitstream Plus VEA If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product -Option to request a number to be ported out The acceptance notification will inform the Operator of the type of appointment required. Note: Appointment can be modified (before COB of day prior to appointment or before COB two days before if using the Enhanced Provisioning process (0) Port Activated Electronically & BI Notification sent to Operator POTS Based Loss Notification sent to losing Operator open eir Technician Site visit to cabinet for Port connection open eir technician will generally call the contact number prior to service being disconnected from cabinet If there was no NGA NTU previously installed or if the Operator has requested an end-user site visit and if open eir installs the NTU for the Operator in this exchange area, then an open eir Technician visits end-user premises for NTU Installation (Coordinate Appointment may be used by Operator if desired). If an NGA NTU has previously been installed or if the Operator installs the NTU on behalf of open eir in this exchange area, then the open eir technician will only visit the cabinet and an Operator Technician, if required, NTU installation (Co-ordinate Appointment may be used by Operator if desired). 18/04/2018 Version

62 Completion Notification sent to the Operator. For FTTC Bitstream Plus VEA this notification will include the S-VLAN tag and the VEA Circuit ID in the Bitstream ID field. - Post-completion Notification sent to Operator when the Order has fully posted SB-WLR with ADSL Bitstream/Bitstream Plus or Line Share to Standalone VUA or Bitstream Plus In this scenario the PNW Order will replace the SB-WLR and ADSL Bitstream / Bitstream Plus or Line Share service with a standalone VUA or Bitstream Plus product. In this scenario there can be no electronic enablements as the end-user is currently insitu for a POTS Based service. As the end-user is insitu for POTS Based services they cannot be insitu for Standalone NGA. However, if they have had an NGA NTU previously installed then the open eir technician will only be required to visit the cabinet to complete the jumper to Standalone NGA. The steps involved in the provision of the PNW Order are listed below Determine CLI and UAN Submit NLE Order type to determine if NGA NTU was previously installed PreQual Line based on CLI - Submit (QB Order Type). PreQual Completion Notification returns list of available products Submit (PNW Order Type) to provision VUA SA/Bitstream Plus SA/FTTC Bitstream Plus VEA SA - Request Appointment - Option to Request Multicast (MCASTTV)- not available for FTTC Bitstream Plus VEA If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID -Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product The acceptance notification will inform the Operator of the type of appointment required. 18/04/2018 Version

63 - Note: Appointment can be modified (before COB on working day prior to appointment the appointment under the Enhanced Provisioning process, Appendix 16 ) Pending Loss notification generated to ADSL Bitstream or Line Share or PB NGA - (currently 6 hours) Port Activated electronically & BI Notification sent to Operator POTS Based Loss Notification sent to Losing Operator (Bitstream / Line Share notification also sent as applicable) If ADSL Bitstream or Line Share then site visit to Exchange to remove existing BS/LS connection will be carried out after the NGA service has been enabled. - open eir Technician Site visit to Cabinet for Port Connection open eir technician will generally call the contact number prior to service being disconnected from cabinet If there was no NGA NTU previously installed or if the Operator has requested an end-user site visit and if open eir installs the NTU for the Operator in this exchange area, then an open eir Technician visits end-user premises for NTU Installation (Coordinate Appointment may be used by Operator if desired) If an NGA NTU has previously been installed or if the Operator installs the NTU on behalf of open eir in this exchange area, then, if required, an Operator Technician -ordinate Appointment may be used by Operator if desired) Loss Notification to ADSL/LS/PB BGA Operator Completion Notification sent to the Operator - Post-completion Notification sent to Operator when the Order has fully posted SB-WLR with POTS Based NGA to Standalone VUA or Bitstream Plus If POTS based NGA broadband services are also on the line the PNW Order will replace the current services with a standalone broadband, VUA service or FTTC Bitstream Plus VEA service. In this scenario there can be no electronic enablements as the end-user is currently insitu for a POTS Based NGA service. As the end-user is insitu for a POTS Based NGA service they cannot be insitu for Standalone NGA. However, in this instance they will have had an NGA NTU previously installed so the open eir technician will only be required to visit the cabinet to complete the jumper to Standalone NGA. The steps involved in the provision of the PNW Order are listed below. 18/04/2018 Version

64 Determine CLI and UAN Submit NLE Order type to determine if NGA NTU was previously installed PreQual Line based on CLI - Submit (QB Order Type) PreQual Completion Notification returns list of available products Submit (PNW Order Type) to provision VUA SA/Bitstream Plus SA - Request Appointment (to co-ordinate installations) - Option to request Multicast (MCASTTV)- not available for FTTC Bitstream Plus VEA If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID -Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product The acceptance notification will inform the Operator of the type of appointment required - Note: Appointment can be modified (before COB of day prior to appointment or before COB two days before if using the Enhanced Provisioning process (Appendix 16 )) PB NGA Pending Loss notification generated - (currently 6 hours) Port Activated electronically & BI Notification sent to Operator Loss Notification for POTS based service and NGA broadband service sent to losing Operator(s) open eir Technician Site visit to Cabinet for Port Connection open eir technician will generally call the contact number prior to service being disconnected from cabinet Completion Notification sent to the Operator - Post-completion Notification sent to Operator when the Order has fully posted 18/04/2018 Version

65 7.4 Scenario 3: Migrations FROM ULMP TO Standalone VUA FTTC or Standalone Bitstream Plus FTTC or moving Standalone NGA from one Operator to another The PNO Order type allows for the provision of an NGA standalone broadband or VUA service from ULMP based services. This order type also allow the migration of Standalone NGA services from one Operator to another In the case of ULMP to Standalone NGA the PNO Orders require a port connection to be carried out by the open eir technician at the cabinet. If applicable then the open eir The migration of Standalone NGA between Operators is essentially an electronic process. Prior to submitting the Migration Order types outlined below the gaining Operator should submit the relevant prequal Order (QB) to determine the NGA products available for provision on that line. Standalone NGA service does not include a wholesale voice service. If the end customer requires a voice service then this can be provided by their operator over a VOIP platform. Inter-Operator migrations are not supported for migrations to or from the FTTC Bitstream Plus VEA products. A cease and provide is required. The two variants of this scenario are addressed in the following sections Migrations FROM ULMP TO Standalone VUA / Bitstream Plus (Inter and Intra Migration supported with this process. FTTC Bitstream Plus VEA Inter Migrations are not supported in this process.) In this scenario the PNO Order will remove the ULMP service on the line with a standalone VUA or Bitstream Plus service. The steps involved in the provision of the PNO Order are listed below Determine CRN and UAN Submit NLE Order type to determine if NGA NTU was previously installed PreQual Line based on CRN - Submit (QB Order Type). PreQual Completion Notification returns list of available products Submit (PNO Order Type) to provision VUA SA/Bitstream Plus SA - Request Appointment - Option to Request Multicast (MCASTTV) not available for FTTC Bitstream Plus VEA 18/04/2018 Version

66 If ordering FTTC Bitstream Plus VEA, WEIL and SAB Circuit IDs must be specified. Each FTC Bitstream Plus VEA order will require selection of a unique S-VLAN tag. This may be specified by the Operator at order on the UG, or will be assigned by open eir and returned to the Operator as part of the completion notification along with the FTTC VEA Circuit ID Option to request Circuit or Traffic Based QoS when ordering Bitstream Plus VEA fixed rate product The acceptance notification will inform the Operator of the type of appointment required Note: Appointment can be modified (before COB of working day prior to appointment the appointment under the Enhanced Provisioning process - Appendix 16 ) Port Activated electronically & BI Notification sent to Operator ULMP Loss Notification sent to Losing Operator open eir site visit to Exchange to remove existing ULMP connection will be carried out after the NGA service has been enabled. - open eir technician site visit to cabinet for Port connection open eir technician will generally call the contact number prior to service being disconnected from cabinet If there was no NGA NTU previously installed or if the Operator has requested an end-user site visit and if open eir installs the NTU for the Operator in this exchange area, then an open eir Technician visits end-user premises for NTU Installation (Coordinate Appointment may be used by Operator if desired). - Completion Notification sent to Gaining Operator If an NGA NTU has previously been installed or if the Operator installs the NTU on behalf of open eir in this exchange area, then an Operator Technician visits premises for NTU installation (Co-ordinate Appointment may be used by Operator if desired) Completion Notification sent to Gaining Operator Post-completion Notification sent to Gaining Operator when the Order has fully posted Migration FROM Standalone VUA / Bitstream Plus TO Standalone VUA / Bitstream Plus (different Operator) Within FTTC or within FTTH, the migration from one standalone product to another using the customer is insitu for Standalone NGA services and the port is already connected in the 18/04/2018 Version

67 cabinet, and for FTTC Order can be handled as a soft migration., then the Determine CRN and UAN PreQual Line based on CRN - Submit (QB Order Type) PreQual Completion Notification returns list of available products Submit (PNO Order Type) to provision VUA SA/Bitstream Plus SA - Option to Request Multicast (MCASTTV) The acceptance notification will inform the Operator of the type of appointment required Port Activated electronically & BI Notification sent to Operator Loss Notification sent to Losing Operator Completion Notification sent to Gaining Operator - Post-completion Notification sent to Gaining Operator when the Order has fully posted Note 1: If requested by the end-user, the gaining Operator is responsible for porting their existing Telephone number over to the new Standalone service. 18/04/2018 Version

68 7.5 Porting Porting is the action where an end user telephone number is transferred to another operator network. This may impact the broadband service as an active broadband service may be ceased or if there is an order in progress and a request to port out the number is received, the pending order will be cancelled. If Porting XS is involved, the tables below provide a guideline as to the rules relating to what services remain depending on what is requested to port out of open eir and the second table outlines how pending order activity will be treated if a port request is received. Ref End Customer Activity Recipient Operator Activity Donor Operator Recipient Operator 1 End customer with a telephone number The end customer decides to move this telephone number to another Operator Network Operator places a port request via Porting XS for that required number All services associated with that number are ceased. Number is ported in. 2 End customer with standalone plus VOIP The end customer decides to move this telephone number to another Operator Network Operator places a port request via Porting XS for that required number The number is ported and the standalone service remains Number is ported in. 3 End customer with POTS based broadband service The end customer decides to move their telephone number to another Operator network Operator places a port request via Porting XS for that required number All services associated with that number are ceased. Number is ported in. Table 6 Guidelines outlining treatment of bitstream service when number is ported out 18/04/2018 Version

69 The table below details what will occur when a port request is received from Porting XS and there is already a pending order in progress for that telephone number. What to do with a pending Ref Pending Order on a Telephone Number order when a Porting XS request is received before order completion of the pending order Response to Porting XS request G flag = do not cancel pending order Reject Message due to order in progress 1 PNW Provide NGA from WLR G Flag however staying with same Operator = cancel pending order Acceptance Message - port request to proceed No G flag = cancel pending order Acceptance Message - port request to proceed 2 PSG Provide soft migration to GLUMP from LSH Do not cancel the pending order Reject Message due to order in progress 3 PUG Provide GLUMP 4 PW Provide WLR 5 PWB Provide WLR and Bitstream Do not cancel the pending order Do not cancel the pending order Do not cancel the pending order Reject Message due to order in progress Reject Message due to order in progress Reject Message due to order in progress 6 PWG - Provide WLR and GNP from ULMP and NGA If staying with the same Operator = cancel the order If switching Operator = Acceptance Message - port request to proceed Reject Message due to order in 18/04/2018 Version

70 What to do with a pending Ref Pending Order on a Telephone Number order when a Porting XS request is received before order completion of the pending order Response to Porting XS request do not cancel the order progress 7 PVP Provide VoIP (PVN will follow the same rules as PVP.) Cancel the pending order Acceptance Message - port request to proceed 8 PPW Provide POTS based NGA and WLR from ULMP and NGA Cancel the pending order Acceptance Message - port request to proceed 9 PNO Provide NGA from Other Cancel the pending order Acceptance Message - port request to proceed 10 PWU - Provide WLR from ULMP and NGA Not applicable Not applicable 11 PWV - Provide WLR from VoIP If staying with the same Operator = cancel the order If switching Operator = do not cancel the order Acceptance Message - port request to proceed Reject Message due to order in progress 12 PWX - Provide WLR and transfer Broadband Do not cancel the pending order Reject Message due to order in progress 13 Fault Order Cancel the fault resolution if the Port is immediate (within the Acceptance Message - port request to proceed 18/04/2018 Version

71 What to do with a pending Ref Pending Order on a Telephone Number order when a Porting XS request is received before order completion of the pending order Response to Porting XS request new porting standard timescale of seven working hours) or if the date and time is defined and is less than 'X' working days. NOTE: open eir suggestion is 'X' equals two working days. Table 7 Outcome of a Porting XS port request with a pending order in progress. 18/04/2018 Version

72 Section 8 Logical Circuit Orders This section covers the processes for ordering the NGN logical circuits available to support NGA: BPU - Bitstream Plus Unicast BPM - Bitstream Plus Multicast (up to a maximum of 32 concurrent Multicast Group Addresses per Internet Group Management Protocol (IGMP) User) BPE - Bitstream Plus multicast to an Exchange VAU - Virtual unbundled Access Unicast VAM - Virtual unbundled Access Multicast (Note: VAM logical connection is not needed if BPE is already in place but not vice versa. i.e. Multicast connectivity can be shared between Bitstream Plus and VUA but not VUA to Bitstream Plus.) 8.1 Pre-requisites for Logical Circuit Orders The operator must have a WEIL(s) in place and SAB(s) configured. In addition, operators wishing to place orders for support of multiple resellers (multi-vpls) must be configured for this on the UG. On request to open eir, separate s for the operator and each of its resellers will be configured on the UG. Operators with no resellers will be assigned to Egress Group Bitstream Plus Logical Circuit Order Process The Provide Data Circuit (PDC) Order on the Unified Gateway enables Operators to order each of the Logical Circuits for Bitstream. Step (i) Operator orders unicast service (BPU) per reseller from its specified WEIL 12 to an exchange area of interest. The operator specifies the required Egress Group for the BPU. i. This creates a logical connection for unicast traffic through the open eir network between the operator handover point and the NGN Aggregation node in an open eir exchange. ii. Note that the default is for open eir to assign the S-VLAN ID presented at the operator handover on the external Network to Network interface (E-NNI) port. However the operator may 12 The NGA Technical Handbook provides further guidance on WEILs and NGA NGN nodes. 18/04/2018 Version

73 optionally specify the S-VLAN ID presented at the E-NNI for all S- VLANs on that E-NNI. Step (ii) For unicast resilience, the Operator may optionally order multiple BPU logical connections to multiple WEILs for the same BPU access traffic. Step (iii) For multicast, the Operator must then order multicast at the network level before individual multicast connectivity to individual exchange areas can be ordered. Step (iv) Operator orders Bitstream Plus Multicast (BPM) which requests the creation of an MVPN (Multicast IP-VPN) in the open eir core to an Operator specified single SAB/WEIL. This is a single once off order per Operator per Multicast Reseller. i. Note that the operator determines if the SAB is shared with Unicast or whether a separate dedicated SAB is used for Multicast. ii. The operator determines the bandwidth required on the BPM order. iii. Note also that the operator should allow some weeks for the provision of BPM connections (Section 2.1 Calendar of Events) as the set up of BPM connectivity is a manual process. Step (v) An Operator wishing to support different multicast resellers orders an additional BPM per reseller, specifying the required Egress Group. Step (vi) For multicast resilience, the Operator optionally orders a second BPM on a separate SAB/WEIL for resilience using its existing MVPN. This circuit carries no traffic through the service access point in normal operation. The Operator may alternatively use load sharing between its SAB/WEILs. Step (vii) When the BPM delivery notification has been received, the Operator orders BPE multicast logical connectivity to each exchange area of interest. The BPE Step (viii) The Operator has the option of ordering additional BPE logical connectivity to each exchange to support different multicast resellers. 8.3 VUA Logical Circuit Order Process The Provide Data Circuit (PDC) Order on the Unified Gateway enables Operators to order each of the logical circuits for VUA. Step (i) For unicast, the Operator orders the Virtual Unbundled access Unicast (VAU) logical connectivity from its specified WEIL at the NGN Agg Node in an exchange of interest. i. The default is for open eir to assign the S-VLAN ID presented at the operator handover on the external Network to Network interface (E- 18/04/2018 Version

74 Step (ii) Step (iii) Step (iv) NNI) port. However the operator may optionally specify the S-VLAN ID presented at the E-NNI for all S-VLANs on that E-NNI. For multicast, the operator then orders a VAM or BPE circuit for each NGA exchange in scope. For multicast resilience, the operator may order an additional VAM or BPE circuit to a different WEIL If an Operator wishes to support different multicast resellers, then a separate VAU is a pre-requisite for an associated VAM order per reseller. The operator selects the required Egress Group for each VAM order. 18/04/2018 Version

75 Section 9 In-life Management 9.1 Cease Bitstream-Plus / VUA A Cease request is an Order on the Unified Gateway for the removal of the Bitstream Plus or VUA service from the end-user. There are two cease Order types on the UG for NGA services, the CEN Order type is utilised for ceasing Standalone NGA and the CNP Order is utilised for POTS-Based ceases. Both Order types are available via GUI, FTP and Web Services channels Cease of Standalone Bitstream Plus / VUA Services It is a pre-requisite that the Standalone Bitstream Plus / VUA service is with the Ceasing Operator. The process for ceasing Standalone is as follows: Step (i) Operator selects CEN Order type The Universal Account Number (UAN) and the CRN (with STD of 88XX) is utilised to identify the individual end-user service in the TELE_NO tag. The next working day is the default setting for the cease. Step (ii) Operator submits the CEN Order type on the Unified Gateway Step (iii) The Unified Gateway validates the Order and returns an acceptance / rejection notification Step (iv) The cease is implemented by the Unified Gateway on the next working day. Step (v) The Unified Gateway returns a completion notification and billing for that service stops on that date Cease of POTS-Based Bitstream Plus / VUA Services It is a pre-requisite that the POTS-Based Bitstream Plus / VUA service is with the ceasing Operator. The process outlined in this section refers to ceasing the Bitstream Plus / VUA element of the POTS-Based service only. The SB-WLR element is ceased through the normal SB-WLR cease process as outlined in the SB-WLR IPM. The NGA element must be ceased before the POTS can be ceased. There are two scenarios for ceasing the Bitstream Plus / VUA element of the POTS-Based service but both utilise a similar ceasing process. The two scenarios are: 1. The Operator wishes to cease the service on a line for an existing account (Cease 2. -WLR/PSTN service being see notes below. 18/04/2018 Version

76 The ceasing process is as follows: Step (i) Operator selects CNP Order type The telephone number is utilised to identify the individual end-user service to be ceased The next working day is the default setting for the cease. The Operator selects the cease type note below). Step (ii) Operator submits the CNP Order type on the Unified Gateway Step (iii) The Unified Gateway validates the Order and returns an acceptance / rejection notification Step (iv) The cease is implemented by the Unified Gateway on the next working day. Step (v) The Unified Gateway returns a completion notification and billing for that service stops on that date. Note: Processes for cessation of Bitstream Plus / VUA and SB-WLR Service There are two circumstances where a cease of Bitstream Plus / VUA service is required in order to facilitate PSTN / SB-WLR service cessation, these are as follows: 1. If an end-user wishes to cease a line where a Bitstream Plus / VUA service exists with a different operator, the SB-WLR/PSTN Operator must ask the end-user to cease the underlying Bitstream service first SB-WLR/PSTN can be ceased. This process is intended cease type on the Unified Gateway. 2. In reference to a clause in the Bitstream Access Reference Offer, there may be instances where an end-user's SB-WLR/PSTN account may be terminated by open eir and/or Operator. For example, due to non-payment of SB-WLR/PSTN by the end user. The process for dealing with this scenario is as follows: The SB-WLR/PSTN Operator received a failed order response to a cease SB-WLR/PSTN order. The failed order response indicates that there is an "NGA Service on the line" In cases where the Bitstream Plus / VUA service is not with the SB- WLR/PSTN Operator then the SB-WLR/PSTN Operator requests the Open eir Customer Care Centre oeccc) to cease the Bitstream Plus / VUA 18/04/2018 Version

77 service on the line as they wish to cease the underlying SB-WLR/PSTN service. oeccc will instruct the relevant Operator to cease the Bitstream Plus / VUA Service within 4 working days as the underlying SB-WLR/PSTN service is being ceased. The Operator raises a T type CNP cease order, with a required by date of 1 working day, on the UG. This automatically ceases the billing and the Bitstream Plus / VUA service. When the Operator ceases the Bitstream Plus / VUA service - oeccc then notifies the SB-WLR/PSTN operator that the Bitstream Plus / VUA service is ceased. The SB-WLR/PSTN service can then be ceased. If the Bitstream Plus / VUA service is not ceased by the Operator (i.e. the T type CNP cease is not raised/completed) within 4 working days then open eir will cease the Bitstream Plus / VUA service on behalf of the NGA Service Operator after day 4. oeccc notifies NGA Service Provider that they are ceasing the Bitstream Plus / VUA service on their behalf (via phone call and ). oeccc team leader raises a T type CNP cease on the NGA Service -WLR/PSTN operator via that the Bitstream Plus / VUA service is now ceased. 9.2 Cancel Order This Order type is not specific to NGA Bitstream Plus / VUA Orders. This Order type will work for all UG product sets with the details provided below being specific to the Bitstream Plus / VUA services. The Cancel Order (CO) will remove Bitstream Plus / VUA once the original Order has been accepted. However, the Order can only be cancelled prior to appointment date at the latest. If the Order has reached delivered stage and the exchange work has already been completed then a cease Order will need to be submitted instead and the CO Order will be rejected. A cancellation of a Cease Order Bitstream Plus / VUA can only be submitted if the required by date for the cease Bitstream Plus / VUA Order is more than 1 working day in the future. A cancellation is not possible on a Transfer between existing NGA services on the UG as they are immediate. The UG Order code for a cancel is the CO Order type and it is available via GUI, FTP and Web Services channels. The process is as follows: 18/04/2018 Version

78 Step (i) Operator submits the CO Order type on the Unified Gateway. Step (ii) The Order Number is utilised to identify the UG order to be cancelled. Step (iii) The Unified Gateway validates the order and returns an acceptance / rejection notification Step (iv) The Unified Gateway returns a completion notification indicating the original order was cancelled. 9.3 Change Bitstream Plus / VUA Services The Change Bitstream Plus / VUA Order type allows Operators to modify the existing NGA Bitstream Plus / VUA service. The CHN Order is available via GUI, FTP and Web Services and provides Operators with the capability to: Add or remove multicast on the end- Change the Egress group on an end- Change the SLA on an end- e Intra-operator move between PB-VUA and PB Bitstream Plus Intra-operator move between SA-VUA and SA Bitstream Plus Upgrades from a lower speed FTTH product to higher speed FTTH product Downgrades from a higher speed FTTH product to lower speed FTTH product Upgrades from a lower speed FTTC Bitstream Plus VEA product to a higher speed FTTC Bitstream Plus VEA product Downgrades from a higher speed FTTC Bitstream Plus VEA product to a lower speed FTTC Bitstream Plus VEA product Add or remove QoS option on the FTTC Bitstream Plus VEA product Change the QoS option on the FTTC Bitstream Plus VEA product The addition of Multicast is added via the BAS Code (Bitstream Additional Service) on the CHN Order type. Once the BAS_Code is set to MCASTTV, the profile must be set to Stable Profile. If the BAS Code is blank then the profile must be Rate adaptive. Operators also have the ability to obtain a non-rate adaptive fixed rate profile even though they are not availing of Multicast. This can be achieved by setting the BAS Code to Stable Profile (HISTABLE). It is important to note that the full details of the service must be submitted when submitting a CHN order. E.g. the Service Type, the Egress Group if relevant and Multicast if relevant. (A CHN will remove the multicast if a change order is submitted and there is no Multicast specified.) 18/04/2018 Version

79 Notes: When a CHN order is submitted, the Rate adaptive and the Stable profiles available are based on the up to date pre-qual result. The CPN Order type described in the Fault Handling section allows Operators to change profiles for individual customers. 9.4 Upgrade Orders and Downgrade Orders on Bitstream Plus / VUA There is only one variant of the Bitstream Plus / VUA service for FTTC. There are 3 product variants (based on profiles) of Bitstream Plus / VUA for FTTH. It is expected that an end-user may be in scope for either FTTC, FTTH or both. Within FTTC there is no concept of upgrades or downgrades. However, as outlined in section 9.3 there are upgrades and downgrades within the FTTH product. There are no upgrades or downgrades between FTTC and FTTH. End-users that wish to move from ADSL based Bitstream service to FTTC / FTTH, move between FTTC and FTTH or move between Bitstream Plus and VUA should utilise the migration processes outlined in Section 7 as appropriate. 9.5 Move standalone NGA Address (MNA) The MNA order can be used 13 where a single end user wishes to move from standalone FTTC / standalone ADSL to standalone FTTC at a new address with the same operator. It is intended that the cease and provide is completed on the same day. In the event that the provision at the new address cannot be completed on the same day, then the cease will be rolled back and service restored at the original address. 9.6 Move POTS Based NGA Address (MWB) The Move WLR with Optional Broadband Service (MWB) order can be used 13 to move POTS service to a new address with the same operator. Moves from the original address with no broadband, ADSL, FTTC or lineshare to the same / different broadband service at the new address are supported. If the customer wishes to retain the PB number, the Move has to be informed on the order and has to be in the same exchange, otherwise the move can take place in any exchange and a new telephone number will be assigned. The MWB order does not support moving VEA service. 13 MNA and MWB orders available from March /04/2018 Version

80 Section 10 Fault Diagnosis This section addresses the NGA Access fault diagnosis and the four levels of testing available. A number of tools have been made available on the UG to assist Operators in trouble shooting service issues with their customers. These orders are all accessible on the NGA Faults menu on the UG. Figure 3. FTTC Diagnostic Capability 18/04/2018 Version

81 Figure 4. FTTH Diagnostic Capability 10.1 Level 1 Testing Diagnostic testing for NGA is available to Operators on the NGA Faults section of the UG. Relevant Unified Gateway Order Types TSN (Test synchronisation for NGA) TSH (Test Synchronization History) VDSL FTTC functionality: Querying details of an VDSL Port Querying details of an VDSL Line profile FTTH functionality: Querying the configuration status of an ONT Port Querying the activation and the running status of an ONT Querying details of Line profile Querying parameters of the optical module on the ONT NNI port. Querying the last time the ONT was up / down Test Synchronisation for NGA (TSN) Order type TSN NGA on a FTTC connection enables the Operator to test the. Order type TSN on an FTTH connection will return the status of the remote end ONT. 18/04/2018 Version

82 TSN Steps Step (i) Select TSN Test Synch NGA Step (ii) Enter the CLI (PB FTTC/FTTH) or CRN (SA FTTC/FTTH) of the line to be tested Step (iii) Submit Order TSN Step (iv) The TSN Completion Notification for FTTC returns: Synch Test Date and Time Unique ID Profile Code Result of last complete initialisation Port Status Downstream Attenuation Upstream Attenuation Downstream Noise Margin Upstream Noise Margin Downstream Attainable Bitrate Upstream Attainable Bitrate Downstream Actual Bitrate Downstream delay of channel 1 Upstream actual bitrate Upstream delay of channel 1 Last synchronisation time Last loss of synch time Duration of present showtime Downstream INP of channel 1 Upstream INP of channel 1 Step (v) The TSN Completion Notification for FTTH returns: Synch Test Date and Time Unique ID Line Profile and Service Profiles Port Status ONT Run Status (Normal (Up and online)/ Down) ONT Admin Status (Up/ Down) MAC address of the Home Gateway connected to the ONT RX Power (Optical power in 0.01dBm) 18/04/2018 Version

83 TX Power (Optical power in 0.01dBm) Last Time Up Last Time Down Last Down Cause Serial Number of the ONT Figure 5. TSN Screenshot for FTTC 18/04/2018 Version

84 Figure 6. TSN Screenshot for FTTH Explanation of Synchronisation Test terms A list of some key terms that need to be understood when using the sync checker (TSN) tool is given in Appendix 4. The key metrics that should be analysed when running a TSN are the following: 1. Status 2. Actual bit rate 3. Attainable bit rate When run in conjunction with a pre-qualification check, individual products a customer can currently attain based on the last Pre-qual update for that line. If the actual bitrates being returned on the TSN are noticeably different from the Pre-qual result then further investigation is required. The attainable bitrates can be used for additional information purposes but it is important to note that the customer modem can influence the attainable rates. For all suspected faults it is essential that the Operator ensures that unless otherwise instructed, the end user leaves the modem on for the entire duration of the analysis and resolution process. End users should not be advised of the Attainable bitrate as this figure is purely for diagnostic purposes only. 18/04/2018 Version

85 Test Synchronisation History for NGA (TSH) The TSH Order type can be used to retrieve the results from six previous Test Synchronisation (TSN) checks. This information is useful when troubleshooting intermittent or repeat faults. TSH Steps Step (i) Select TSH Test Synch History Step (ii) Step (iii) Step (iv) Determine the CLI or CRN of the line to be tested Submit Order TSH The TSH Completion Notification for FTTC returns the results of a previous TSN order Query NGA Details (QND) The QND order is a fault diagnostic tool that can be used for the following requirements: 1) upstream speeds. 2) To check the product onto which a customer is provisioned. 3) To check product characteristics such as is the product rate adaptive or fixed. 4) For FTTC, t lower or perhaps higher qualification. This order type will then enable the Operator to change the Profile on the line (Change Profile NGA in section ) QND FTTC Steps Step (i) Select QND-Query NGA Details Step (ii) Determine the CLI or CRN of the line to be tested Step (iii) Submit Order QND Step (iv) The QND Completion Notification returns Unique ID CLI / CRN Current Profile Code List of Qualified Service with Service Code and Profile Codes that the line should support 18/04/2018 Version

86 Figure 7 UG Screenshot of QND (FTTC) QND FTTH Steps Step (i) Select QND-Query NGA Details Step (ii) Determine the CLI or CRN of the line to be queried Step (iii) Submit Order QND Step (iv) The QND Completion Notification returns Unique ID CLI / CRN Current Profile (e.g. 150M_30M) List of Services and Codes that the line should support (e.g. BPFTH 150M_30M_F) Figure 8. UG Screenshot of QND (FTTH) 18/04/2018 Version

87 10.2 Level 2 Testing Test Performance for NGA tests (TPN) Order Type TPN (Test Performance for NGA) on the Unified Gateway will allow Operators get the per-link statistics for an FTTx line. Step (i) Step (ii) Step (iii) Step (iv) Step (v) Step (vi) Step (vii) Select TPN-Test Performance for NGA Enter CLI / CRN number Submit TPN Order A unique reference number is provided Operator is advised that the results are available in the Order results screen in order tracking Select NGA Faults and NGA Fault Tracking Select Test and then Details to see Performance FTTC Corrected Blocks Uncorrected Blocks Errored seconds Severely errored seconds CRC errors Separate results for the network side and the customer side Each in current mins, last (previous) 15 mins and current 24 hours. Number of initialisations (Synchronisation) Number of initialisation failures FTTH ONT Port Type (Ge, Gigabit Ethernet) Actual Port Type (Fe/ Ge/Ethernet) Duplex mode (Half/ Full) ONT Port Status (active / activating / deactive) ONT running status ONT management status (Administration status: Up/Down) 14 far in the current 15 minutes period or if applicable in the current day / 24 hour period. 18/04/2018 Version

88 ONT Speed Number of transmitted packets Number of received packets 10.3 Level 3 Testing Level 3 testing is applicable to FTTC only and allows the copper line to be tested. See 0for details of these test results. state for the different tests and is dependent on end user co-operation Test Line for NGA (TLN) for FTTC services Order Type TLN (Test Line for NGA) on the Unified Gateway will allow Operators get detailed information on the copper line to assist in NGA FTTC Fault Handling. TLN FTTC Steps Step (i) Step (ii) Step (iii) Step (iv) Step (v) Step (vi) Step (vii) Select TLN-Test Line for NGA Select the test type (SELT, DELT or MELT) and ensure that the customer modem is in the required configuration for the test The Operator will be advised in the text description as to the correct status the modem should be in for the different test type. For SELT test the line will have to be disconnected from the Modem. For DELT tests the modem will have to be connected and powered up. MELT tests are independent of the modem. Selection of the test type will be regarded as confirmation that the modem is in the correct status Enter the CLI / CRN of the line to be queried Submit Order TLN SELT / DELT / MELT tests results provided as appropriate It should be noted that some of these tests are customer/service affecting SELT (Single End Line Test) Tests for FTTC services SELT (Single End Line Test) is performed by the Line Card in a DSLAM and the test is based on a Frequency Domain Reflectometry (FDR) test (Pulse Echo response test). As the distance travelled (pulse + echo) is twice the loop length, the loop limit of a SELT is in the region of 3 to 4 Kilometres. 18/04/2018 Version

89 If a modem is connected at the customer end, the modem should be powered off. Otherwise the test result will be inaccurate because the signal sent to line by the customer end modem seriously impacts the test signal. SELT enables estimated measurements of Upstream and Downstream Bandwidth, (Signal to) Noise Margin and line length. SELT testing can take seconds Figure 9 SELT DELT (Dual End Line Test) Tests for FTTC services DELT (Dual-Ended Line Test) is a technology for testing the twisted pair transmission line and the DSL physical layer using both the DSLAM and CPE DSL transceiver. DELT results come from interaction between DSLAM and the customer modem and therefore have more features and are more accurate than SELT results. DELT enables the measurement of the Upstream and the Downstream attenuation, (signal to) noise margin, maximum bandwidth and transmit power. DELT is applicable to both standalone and POTS based FTTC DELT testing can take up to 2-3 minutes 18/04/2018 Version

90 Figure 10 DELT MELT (Metallic Line Test) Tests for FTTC services A MELT (Metallic Line Test) is basically the same as the existing TLC test (Test Line Characteristics for POTS) with the test head located on the DSLAM Line Card. MELT enables the measurement of AC voltages, DC voltages, insulation resistance and capacitance on a copper line. Using MELT, technicians can trace and isolate faults on a copper line. The customer modem should be powered-off and preferably disconnected from the line to obtain a valid result. MELT is only applicable to standalone FTTC. However for POTS based NGA, the MELT test will run a similar test (TLC) of the copper from the exchange. MELT testing can take seconds Test Line History for NGA (TLH) for FTTC services An additional History Order Type TLH (Line Test History for NGA) is available on the Unified Gateway. This Order Type will return SELT/ DELT/ MELT line test histories as specified by the Operator Level 4 Testing Port Reset (RN) of ONT / VDSL Port A new order type RN (Reset NGA) is available as part of the NGA Fault handling menu. This order type is for single lines only. 18/04/2018 Version

91 An RN Order will result in the resetting of: The VDSL port on the DSLAM for FTTC services The ONT port for FTTH services The CLI/CRN number of the line must be submitted. The line will be validated as being FTTH or FTTC, no other type will be allowed. RN Steps Step (i) Step (ii) Step (iii) Step (iv) Select RN-Reset NGA Line Enter CLI / CRN Submit Order A Rejection, Accept, Completion or Undeliverable Notification response will be provided to the Order. Completion Notification confirms that the port has been reset 18/04/2018 Version

92 Section 11 Fault Reporting and Fault Repair 11.1 Introduction This section covers the following main Level 2 fault management processes. Level 1 Fault Management fault management process which must include fault diagnosis from 0, which open eir prior to raising a fault to open eir. Fault Reporting Fault Isolation Fault Repair Final Test/ Closure It describes the post provisioning process for dealing with operational issues relating to in-service NGA VUA and Bitstream Plus service. These items include fault reporting, fault handling and fault resolution procedures for the NGA VUA and Bitstream Plus product. It details areas of demarcation for the determination of responsibility and initiation of correct fault diagnosis. It outlines the definitions used and the fault management information, which needs to be passed by Operators/open eir to isolate, resolve and close incidents/faults. It also details the high level process to be followed in reporting and monitoring the progress of a fault. It sets out specific information required and forms to be used when reporting a fault to another operator. Escalation procedures to be added in a later draft. This section does not contain an exhaustive list of all possible scenarios/contingencies in the fault management process For the purposes of this Industry Process Manual faults/incidents relate to the NGA VUA and Bitstream Plus product. Faults/incidents relating to services, which operate over the NGA VUA and Bitstream Plus product, are deemed to be the responsibility of the relevant Operator and outside the scope. General inquiries/queries from end users, for which Operators are responsible for resolving, are excluded from the Industry Process Manual. The following topics are covered: Principles of NGA Fault Management Objectives of the Fault Management Process Fault Management Definitions o Incident o Fault o Repair 18/04/2018 Version

93 o o o o o o o o o Incident/Fault notification Trouble ticket Tier 1 Fault Analysis Tier 2 Fault Analysis NGA VUA and Bitstream Plus service and Fault Management Demarcation Points Fault Handling Tools available on the UG Fault Management Contacts (later edition) Level 2 Fault Management processes Escalation Guidelines (later edition) 18/04/2018 Version

94 Figure 11 Fault Management Flow 18/04/2018 Version

95 11.2 Principles of NGA Fault Management It is a fundamental principle that an Operator must prove any fault out of its own network before reporting the fault to open eir. All network outages are notified to Operators via the Alert screen on UG and Operators are also required to ensure that faults on individual end user lines are not raised before correlating against known network faults. not report a fault directly to open eir. open eir will not accept a fault report directly from an end user. There is a requirement on the Operator to complete the fault diagnosis in Section 10 and to complete the industry agreed common set of Tier 1 and Tier 2 Questions (to be agreed with Industry) to aid fault diagnosis. In the case of POTS based NGA service, when an end user reports a fault to an Operator, the Operator must firstly verify with the end user that their normal PSTN service is available. If it is discovered that their PSTN service is not working the Operator should direct their customer to their PSTN/SB-WLR Operator. For standalone NGA service, a fault can be reported once the Tier 1 and Tier 2 Diagnosis and Questions have been completed. open eir may Fault Management P -operation is needed as part of the repair. The end user must leave their modem and device switched on until instructed when they are reporting a fault, to enable the Operator/open eir to remotely test the line during the Fault Management Process Objectives of the Fault Management Process To outline and gather the mandatory information required to log an incident/fault To accept a correctly detailed incident/fault from an Operator (See Appendix 9 Fault logging form) To facilitate the isolation, resolution and closure of Operator reported incident/fault To make available to an Operator the status of an incident/fault 11.4 Fault Management Definitions General enquiry/query A general enquiry/query is an interaction between an end user and the Operator, which does not concern a loss or degradation of their NGA VUA and Bitstream Plus service Incident cause a loss of service to end users. open eir 18/04/2018 Version

96 Fault A fault is a problem that a (deteriorating or degraded service) or loss of service (completely dead) Dead on Arrival Dead on Arrival (DOA) are instances where open eir advised an OAO that the requested service was provisioned when, in reality, the service was never provisioned correctly in the first instance. For the avoidance of doubt this excludes all provisioning work carried out by an Operator Early Life Faults An Early Life Fault (ELF) is a fault which is reported in the 28 day period following the provisioning and is localised and cleared to the open eir network elements impacted by the provisioning process. This will include faults relating to Dead on Arrival Repeat Faults Repeat Faults are faults which are not the result of a separate network failure, occurring within 28 days of the original fault being cleared. A Repeat Fault is defined as 2 or more ave been reported within a 28- day period Degraded Line Faults Degraded line faults include two categories of degraded lines: Reduced line speed: The line no longer supports the required line speed Unstable Line: The supported line speed is unchanged but the line is losing synchronisation or has high errors Repair This refers to the actual process of isolating, resolving and closing the NGA VUA and Bitstream Plus service fault Incident/Fault Notification The methods and processes by which an Operator / open eir can report a fault or incident: UG Fault Reporting only if UG unavailable. to wtm-wlr@openeir.ie Incident/fault notification categories: Customer service affecting Non customer service affecting Incident/fault notification types: End User to Operator Operator to open eir 18/04/2018 Version

97 open eir to Operator Trouble Ticket A trouble ticket is the mechanism by which all NGA faults will be recorded by the Operator. (See Appendix 9 Fault logging form for use if the UG is not available) Tier 1 Fault Analysis Tier 1 tests / questions are the primary diagnosis that the Operator must conduct with the end user. These should be carried out while the end user is on the phone reporting the fault. A sample list is available in section this list of questions is neither exclusive nor exhaustive. Operators follow the industry agreed script (see Tier 1 and Tier 2 Structured questions, see section and perform tests / questions to screen out Tier 1 faults Tier 2 Fault Analysis Tier 2 tests / questions are the secondary diagnosis that the Operator technical help desk conducts. These tend to be more specialised faults then those which can be solved by Tier 1 queries. Operators follow the more detailed industry agreed script/structured questions (see Tier 1 and Tier 2 questions in section 11.13), using appropriately skilled personnel and performs tests to screen out Tier 2 faults Level 1 Fault Management diagnosis in Section 10 together with Tier 1 and Tier 2 Fault Analysis. Level 1 Fault Management proves a fault into the open eir network Level 2 Fault Management Level 2 Fault Management is the fault reporting, screening, repair and fault closure process NGA and Fault Management Demarcation Points This defines the physical elements of the NGA VUA and Bitstream Plus service and defines 15 Tier 1 diagnosis should not be limited to the Industry agreed scripts and tests. It should include gathering end user details, CPE details and all symptom fault details. There may be different levels of analysis within this tier but the analysis must be sufficient to allow further analysis by Tier Tier 2 diagnosis should enable an Operator to state unequivocally that an incident / fault lies outside of their network. 18/04/2018 Version

98 Incident and Fault Management Contacts These are defined points of contacts within open eir and the respective Operator organisation Escalation Guidelines Defines method for expediting the resolution of an incident/fault (see 11.11) Logging an NGA Fault where a PSTN line fault is present. This process allows NGA faults to be reported where a line fault is present. The line fault in this case can only impact the NGA VUA and Bitstream Plus service with the voice services continuing to operate as normal FTTC Physical Demarcation Points and Fault Responsibilities In order to ensure correct and accurate incident/fault isolation the NGA VUA and Bitstream Plus service, demarcation points must be detailed. Physical demarcation points are the points identified as those where responsibility ends for one operator and begins for the other. These are: open eir FTTC Service termination point is the dual interface NTU/Splitter (end user premises). In multi-dwelling units or business premises, the external open eir cable generally terminates in a distribution box or distribution point, in which case the end customer is responsible for providing and maintaining wiring between the open eir distributi open eir Service termination point (network side) is the local handoff to the Operator for VUA and the WEIL handoff point to the Operator for Bitstream Plus. 18/04/2018 Version

99 Fault Location Responsibility End-Customer Level open eir Operator Copper NTU Distribution Copper pair (Cabinet to NTU) X X Internal wiring beyond NTU. DSL Modem or Home Gateway Other CPE X X X Service Provider Level DSLAM associated equipment X Operator Level Backhaul from the DSLAM to the Operator site X Operator system Operator service X X Table 8. FTTC Repair Responsibilities In the case where an Operator sends their technician to repair a non-rap fault on their NGA this case can replace the NTU (otherwise report as RAP fault). The replacement of the NTU must be in accordance with the existing installation processes FTTH Physical Demarcation Points and Fault Responsibilities In order to ensure correct and accurate incident/fault isolation the NGA VUA and Bitstream Plus service demarcation points must be detailed. Physical demarcation points are the points identified as those where responsibility ends for one operator and begins for the other. These are: open eir FTTH Service termination point is the Optical Network Terminal (ONT) in the end user premises. In multi-dwelling units or business premises, the external open eir fibre cable responsible for providing and maintaining fibre between the eircom distribution box 18/04/2018 Version

100 open eir Service termination point (network side) is the local handoff to the Operator for VUA and the WEIL handoff point to the Operator for Bitstream Plus. Fault Location Responsibility End-Customer Level open eir Operator Optical Network Terminating Unit (ONT) Fibre NTU Fibre Lead from Fibre NTU to ONT X X X Internal wiring beyond ONT Other CPE X X Service Provider Level GPON and associated equipment X Operator Level Backhaul from the OLT Operator site to the X Operator system Operator service X X Table 9. FTTH Repair Responsibilities 11.7 NGA Fault Reporting When an Operator reports a fault, the CLI number is used for POTS based FTTC/FTTH fault reporting and the CRN is used for Standalone FTTC/FTTH. The VEA circuit ID is used when reporting a fault on the logical service for FTTC Bitstream Plus VEA. All faults on the physical service should be logged as an FNC End User to Operator An end user reports a fault to the Operator. The Operator gathers the end user details and symptoms of the incident/fault as outlined in the industry agreed script (see Tier 1 and Tier 2 questions). The Operator proves the fault in/out of their network/service (agreed auditable test results available). If the fault is within their network/service it will be handled through their internal processes and resolved. If the fault is proved out of their network/service the fault can be logged on the UG. 18/04/2018 Version

101 Operator to open eir FTTC Fault Reporting on POTS based FTTC NGA The fault logging process for POTS based NGA, requires Operators to confirm that a FTTC line fault only affects the NGA VUA / Bitstream Plus service. For FTTC, the question is as follows: present (CLI used). ult must be logged as a line fault. The request will be rejected by the UG and the Operator should log the fault as a line fault. If the line is with another Operator, the NGA Operator should instruct the end user to contact their PSTN/SB-WLR Operator to log a fault. It is imperative that Operators adhere to this process thereby ensuring faults flow more efficiently within the open eir fault repair processes. Step (i) The Operator completes Level 1 Fault Management and proves the fault out of its network and CPE. Step (ii) The Operator correlates the fault against network faults or incidents which open eir has raised as an external trouble ticket on UG via the Outage Alerts Tab (Section below). Step (iii) The Operator then raises an external trouble ticket on UG via the FNC order type (Fault on NGA FTTC). In the event of UG unavailability the Operator raises an external Trouble Ticket (see form in Appendix 9 ). The trouble ticket must contain Fault Symptoms (Section ) and several mandatory questions (Section ) must be answered. A text field for additional information including supporting test data, should also be completed. Failure to provide the mandatory information or complete contact details, will result in the trouble ticket being rejected. Step (iv) open eir acknowledges receipt of the Trouble Ticket via UG status updates. Step (v) open eir validates the Trouble Ticket and rejects or accepts the Trouble Ticket open eir will isolate, resolve and close the fault and notify the originating Operator. Please see Appendix 7 for some trouble shooting tips for the fault scenarios listed below Fault Reporting on Standalone FTTC NGA The process for standalone NGA fault reporting is the same as for POTS based FTTC NGA except that there is no requirement to verify that the POTS service is operating normally. 18/04/2018 Version

102 Mandatory FNC Questions 1) Was all appropriate CPE plugged in? 2) Was the customer DSL modem switched on during diagnosis? 3) Has the customer the correct CPE for their product? 4) Did the customer try rebooting their CPE? 5) Was a Test Synchronisation carried out? 6) Was DSL Profile Change investigated? 7) Has a fault diagnosis been carried out? 8) Is this a repeat fault? 9) 10) FNC (FTTC) Fault Symptoms There are a number of different fault types that can be logged by the Operator to open eir on the UG using the Fault on NGA FTTC (FNC) Order. One fault symptom should be selected on an FNC fault report. Table 10 below is a sample list of faults. Code Description TSN TPN TLN 366 Low Speeds to Customer 368 Intermittent Drops 369 Errors 394 No Synchronisation 397 Fluctuating speeds 400 External Wiring 412 Multicast Unavailable 413 Install fail 414 NTU / eircom internal wiring up to NTU Table 10: FTTC NGA Fault Report codes and Mandatory Tests 1) 413: Install Failed has no sync. DSL has never worked and the DSL light on the modem is RED. This fault code should be used for Early Life Faults 2) 366: Low Speeds to Customer there is sync but the actual line speed is very slow. The DSL light on the modem is GREEN. A TPN (performance test) is a mandatory test for this fault report code. 18/04/2018 Version

103 3) 368: Intermittent Drops DSL sync is dropping intermittently. The DSL service is dropping intermittently and the DSL light on the modem is flashing. 4) 369: Errors TPN orders (Test Performance for NGA) shows a high level of errors with degraded performance. A TPN is a mandatory test for this fault report code. 5) 394: Loss of Service No Synchronisation. The DSL service was working but has lost sync. The DSL Synch light on the modem is generally RED. A No Synchronisation (394) fault report will be rejected if the Synch Test shows the status as Active. 6) 397: Fluctuating Speeds the NGA line speed is varying abnormally. 7) 400: External wiring the copper pair from the open eir cabinet to the NTU is either degraded or faulty. A Line test (e.g. SELT or MELT) has been completed to verify this fault. 8) 412: Multicast Unavailable. Multicast has failed to a single end user but is available to other end users served from the same cabinet. Multicast has been provisioned for the end user and the logical connectivity is in place (BPM&BPE /VAM). 9) 414 NTU / open eir internal wiring up to NTU - The NTU is either faulty or the internal wiring on the open eir side of the NTU is damaged. Note that this does not include any wiring on the end- The operator must book an appointment (BA Order) for a customer site visit by an open eir technician, when using the 414 fault report code Operator to open eir FTTH Fault Reporting on POTS based FTTH NGA For FTTH lines, POTS and broadband line faults are treated independently and there is no requirement for the NGA Operator to confirm that POTS service is operating normally. The CLI number is used for reporting NGA faults. Step (i) The Operator completes Level 1 Fault Management and proves the fault out of its network and CPE. Step (ii) The Operator correlates the fault against network faults or incidents which open eir has raised as an external trouble ticket on UG via the Outage Alerts Tab (Section below). Step (iii) The Operator then raises an external trouble ticket on UG via the FNH order type (Fault on NGA FTTH). In the event of UG unavailability the Operator raises an external Trouble Ticket (see Form in Appendix 9 ). The trouble ticket must contain Fault Symptoms (Section ) and several mandatory questions (Section ) must be answered. A text field for additional information should also be completed. Failure to provide the mandatory information will result in the trouble ticket being rejected. 18/04/2018 Version

104 Step (iv) open eir acknowledges receipt of the Trouble Ticket via UG status updates. Step (v) open eir validates the Trouble Ticket and rejects or accepts the Trouble Ticket open eir will isolate, resolve and close the fault and notify the originating Operator. Please see Appendix 8, for some trouble shooting tips for the fault scenarios listed below Fault Reporting on Standalone FTTH NGA The process for standalone NGA fault reporting is the same as for POTS based FTTH NGA except that the CRN number is used for reporting NGA faults Mandatory FNH Questions 1) Was all appropriate CPE plugged in? 2) Was the customer ONT switched on during diagnosis? 3) Has the customer the correct CPE for their product? 4) Did the customer try rebooting their CPE (Home-gateway) and ONT? 5) Was a Test Synchronisation carried out? 6) Has a fault diagnosis been carried out? 7) Is this a repeat fault? 8) 9) FNH (FTTH) Fault Symptoms There are a number of different fault types that can be logged by the Operator to open eir on the UG using the Fault on NGA FTTH (FNH) Order. A maximum of five fault symptoms can be selected on an FNH fault report. Table 11 below is a sample list of faults. 18/04/2018 Version

105 Code Description TSN TPN 413 Install fail 366 Low Speeds to Customer 368 Intermittent Drops 369 Errors 378 Power Light Off 379 PON Light Off 380 PON Light Flashing 381 Loss of Signal (LOS) Light On Permanently 382 Loss of Signal (LOS) Light Flashing 386 ONT not responding 407 Fibre Wall Outlet 412 Multicast Unavailable Table 11. FTTH NGA Fault Report Codes and Mandatory Tests 1) 413: Install Failed the service has never worked. This fault code should be used for Early Life Faults 2) 378: Power Light Off the ONT is not powered up. 3) 379: PON Light Off - Loss of Optical Signal in ONT 4) 380: PON Light Flashing ONT has an optical signal but has not synchronised to the OLT 5) 381: Loss of Signal (LOS) light on permanently (RED) the optical signal has been lost 6) 382: Loss of Signal (LOS) light flashing (RED) on ONT - the optical power is too low or the OLT detects that the device is a rogue ONT. 7) 386: ONT not responding Power connected to ONT and switched on but not responding. 8) 407: Fibre Wall Outlet the open eir supplied internal fibre or the fibre wall socket has been visibly damaged. 9) 412: Multicast Unavailable. Multicast has failed to a single end user but is available to other end users served from the same cabinet. Multicast has been provisioned for the end user and the logical connectivity is in place (BPM&BPE /VAM). 18/04/2018 Version

106 Operator to open eir FTTC Bitstream Plus VEA Fault Reporting on FTTC Bitstream Plus VEA Faults on the logical service for the FTTC Bitstream Plus VEA product will be logged on the UG as Data Product Faults using the FDC order type. They will be logged using the VEA circuit ID returned to the Operator on the order completion notification Fault Validation Hours Fault reports can be raised 24/7 via the UG. Fault reports (FNC/FNH/FDC) affecting single end users will be validated Monday to Friday from 0900hrs to 1730hrs, excluding public holidays. Individual end user faults reported outside of these hours will be stored for validation and resolution until the start of the next working day open eir to Operators Unplanned Outages open eir raises an external trouble ticket on UG via the Outage Alerts Tab to notify relevant Operators of a major fault or incident. In the event of Unified Gateway unavailability, open eir notifies the Operator of the fault details electronically by . The outage alert will be regularly updated by open eir until resolution of the fault where clear details will be provided. An historic record of the Outage will be stored on the UG for 3 months after the fault has been cleared Planned Maintenance Outages It is recognised that planned maintenance work is a regular and normal occurrence, and that this section refers only to planned maintenance work which directly affects NGA Service. However planned maintenance outages on WEIL circuits are proper to the WEIL Industry Process Manual 17 and are not covered by this document. An Operator will be notified of any planned maintenance work which may result in the temporary interruption of any of the NGA Bitstream Plus or VUA Services. The notification for planned works shall be made to an Operator by using the Outage Appendix 10 ). open eir will issue a reference number for all planned works. Maintenance outages are planned and notified well in advance and are performed, under normal situations, within Preferred Hours as described below. Preferred Hours: 00:01 06:00 17 The latest version is available at 18/04/2018 Version

107 When these hours are not practicable and for certain categories of planned work e.g. for urgent fault investigations, relaxation of the preferred hours and notification period may apply. This shall be decided on a per case basis. The minimum advance notification for service outages due to normal Planned Maintenance is 5 working days, although open eir will endeavour to provide 10 working of normal planned maintenance outages. Having been notified of planned maintenance an Operator must review and respond to the proposal within 3 working days of receipt. On completion of the Planned Maintenance work open eir will notify an Operator that the work was completed as planned within 1 working day of the planned completion time, by ing the completed Notification of Outage form Fault Reporting Core All Core faults should be logged by an Operator via the Unified Gateway (UG) with reference to the UG fault reporting process for NGN Core Faults and the WEIL Industry Process Manual, the latest version of which is available at Core NGA faults can be reported on UG using the FDC order (Fault on Data Circuit) against circuit ID number for its Bitstream Plus Unicast, Bitstream Plus Multicast, Bitstream Plus Exchange, VUA Access or VUA Multicast connection as appropriate. Cabinet faults should be reported against the unicast logical circuit number (BPU/VAU) for the associated exchange. Network faults outside of office hours may in addition be notified by to the OLOdesk@eircom.ie The status of a fault can be tracked throughout its lifecycle via the UG web GUI by an Operator. Only those faults relating to an Operator will be visible to them. The FDC Order is for core faults and for faults on the FTTC Bitstream Plus product. It is not valid for individual end user faults. 18/04/2018 Version

108 Figure 12 UG Screenshot for Reporting Fault on Multicast Peer to Peer Communication for Critical Faults In general all faults should be reported via the UG. However for critical core network faults e (NOC) may in addition contact the open eir SMC (Service Management Centre) directly. For example an open eir critical fault but a fault on a single cabinet would not be Repairs If a fault that has been raised is found not to be in the open eir network, then open eir standard terms and conditions regarding recovery of costs for reported faults found not to be in its network shall apply Booking of Repair Appointments through the UG For certain fault scenarios, Operators will be able to book a fault appointment on-line through UG for a site visit from an open eir technician. This will occur for example, when an open eir field technician has already attended to this logged fault and has set the fault to Pending Clear with a clear code of 003, site visit required. Operators will be informed that a site visit is required through the existing process of UG alerting the operator with this notification. When the Operator receives this notification they can then log an appointment on UG for the site visit using the Book Appointment BA order. UG will create an appointment for the fault by the Operator selecting the appointment slot from the following options. 18/04/2018 Version

109 Earliest Appointment Date Earliest Appointment Date on/after Specific Date Appointment Date on a Specified Date And for each of the above; fixed 2 hour time slot or AM/PM time slot or All day time slot. EM Early Morning (08:30 10:30) LM Late Morning (10:30 12:30) EA Early Afternoon (12:30 14:00) LA Late Afternoon (14:00 16:00) Operators will also be able to reschedule, without charge, the fault appointment up to close of business on the working day prior to the appointment Repair Appointments If a fault is submitted to open eir, that is proved to be isolated to the open eir network and a open eir will notify the Operator that an appointment is required by updating the Trouble Ticket on the UG to Appointment Required. The trouble ticket will be parked while the Operator schedules the Appointment with their end user. Once the Appointment has been scheduled and the Operator has confirmed to open eir that the site visit can proceed, open eir will keep the Operator updated on the status of the fault via the UG and they will receive clear details once the fault has been resolved Visits to End User Premises for NGA Repair. This manual process allows Operators to request site visits. It is envisaged that faults such as - necessary by an Operator a charge will apply where the fault is proven to be outside the open eir network/service. The fault process contains a question which requires the Operator to confirm that they accept the charge in such cases. The question will be as follows: -site appointments at the Operator end customer premises please confirm that the Operator accepts any charges incurred by open eir where the fault is proven outside of the open eir t and accepts the charges as outlined above. Selecting No, will mean that no site visit will be initiated. 18/04/2018 Version

110 Additional NGA Fault Handling Process Repeat Faults Faults that have been cleared as 002 (no fault found) 18 will have been checked by open eir; if the Operator wishes to log a repeat fault on the same line within 28 days, then the Operator must request a customer site visit. If the Operator wishes to log a repeat fault on a line that has been cleared as 003 (no entry obtained), within 28 days, then the Operator must request a customer site visit. The customer site visit will operate per the rules as outlined in Section (Visits to End User Premises for NGA Repair) above NGA Faults Tracking Operators can track the progress of all faults that have been submitted to open eir via the UG. Faults can be searched by reference number, date logged, status date and current status. Status Description Explanation 1 Recorded Logged on the Unified Gateway, but not yet validated. 2 Reported Fault has been accepted on open eir's Assurance System 3 Assigned to WTMC The Trouble Ticket is assigned to the WTMC. 4 Assigned to Crew The Trouble Ticket is assigned to a repair crew for the area. 5 Dispatched To Crew The assigned Crew has taken ownership of the Trouble Ticket. 6 Appointment Required A customer appointment has been requested. 7 Appointment A customer appointment has been booked. 8 Parked Work on the Trouble Ticket has been suspended 9 Pending Clear 10 Clear - Temporary 11 Clear - Permanent The Trouble Ticket is awaiting Operator confirmation of resolution. The issue has been temporarily cleared - the Trouble Ticket is closed The issue has been permanently cleared - the Trouble Ticket is closed Figure 13 NGA Fault Tracking Status Codes 18 A full list of fault clear codes is available at 18/04/2018 Version

111 Change Profile NGA (CPN) This functionality within the UG provides Operators with the ability to change the NGA profile using the CPN order. The CPN is a dependent order so a Query NGA Details (QND) Order will need to be submitted prior to submitting a CPN. This can be used to confirm the product, profile code, unique id (CSID) and potential profile codes that the end user currently has. On the GUI, following successful completion of this QND order, a dependant order option will appear which enables a new profile to be ordered, Change Profile for Bitstream (CPN). Figure 14. UG Screenshot of QND and CPN Pending Clear The NGA fault will go to Pending Clear when open eir/networks is satisfied that the fault is cleared. The Operator has 16 working hours to review the clear details with the end user and confirm that the NGA VUA and Bitstream Plus service has been restored. If the Operator does not contact open eir Trouble Management within 16 working hours, open eir will close the Trouble Ticket. The Trouble Ticket is automatically closed via the UG and the clear details time-stamped to 18/04/2018 Version

112 If the Operator has performed further testing within the 16 working hour period and confirmed that the fault is still present, they must request that the fault is re-assigned directly to open eir Trouble Management either by phone or . Outside of the 16 hour window, a new Trouble Ticket (FNC/FNH) will be raised on the UG (with reference to the previously closed trouble ticket) OAO NGA Faults Reports A daily report for previous day is available to each OAO via the on-line GUI. Only Orders for NGA Faults that have been submitted via the GUI and by the operator requesting the report are included. The Operator is able to download a CSV file containing Orders that have been rejected, made Un-Deliverable or Cancelled during the day that the request is for, orders that are awaiting validation, awaiting delivery and cancel requested are listed. Also included will be those orders that have been delivered or completed, that have not previously been reported. Figure 15 Example of OAO Daily Faults Report Field Fault Ref. No Fault Type Received Date Status Status Date Clear Codes Description Order Number submitted by OAO Fault Type submitted Date Order was received by UG External Status of UG Order at the time of Reporting Date of last status change on UG Clear codes and suffix Table 12. OAO Daily Faults Report 18/04/2018 Version

113 11.10 Fault Management Contacts Fault Management contacts will be re-verified by all Operators and open eir on a regular basis. This should consist of standard contacts and escalation contacts Standard Contacts All product fault reports can be made via the Unified Gateway. The Service Assurance Team within the Open eir Customer Care Centre(oeCCC) provide a fault reception and end to end fault management facility and act as a single point of contact throughout this process. The oeccc is open for escalation of Service Assurance issues, such as Installation Failures, from 8:00 to 18:00 Monday to Friday excluding bank holidays. Unified Gateway Phone number ( Option 1) oeccc Fault Management Standalone open eir Trouble Management address Escalation Contacts Office and Mobile phone numbers for the Operators and open eir Trouble Management Level 1 and Level 2 contacts. addresses for the Operators and open eir Trouble Management Level 1 and Level 2 contacts Fault Management Escalation Procedures The escalation of an unresolved NGA fault may occur at two levels. If the target times for response have elapsed and the fault is not cleared, the appropriate level 1 escalation contact should be notified and the appropriate action taken to resolve the fault. In the event that the fault is still not cleared within a further eight working hours, and no evidence of progress exists, the level 2 escalation contact should be used to agree appropriate action to clear the fault. open eir and viceversa. If the relevant previous escalations have not been made, or if the time intervals have not been observed, the escalation may be rejected by open eir. Escalation will depend on the priority of the fault. open eir will investigate "pattern" faults outside the realm of normal fault handling. Initial Fault Reporting should be done via the Bitstream Fault Logging screen on the UG but in addition, the Operator should contact the open eir Trouble Management Team Leader on duty to draw attention to the fault report. 18/04/2018 Version

114 11.12 Fault Management Timescales Fault management timescales are as per the Service Level Agreement for the open eir NGA Service. 18/04/2018 Version

115 11.13 FTTC Tier 1 and Tier 2 Structured Questions Tier 1 FTTC Structured questions SUGGESTIONS - TO BE AGREED The questions below and answers to be provided on the fault report to Tier 2: The list below, while neither mutually exclusive nor collectively exhaustive, provides some typical sample questions asked by Tier 1: 1. Does the end user have a monitored alarm? 2. Is the modem switched off? 3. Has the customer tried rebooting the CPE? 4. Has internal wiring been checked? 5. Has any additional internal wiring been added recently? Does the sync problem persist if the CPE modem is connected directly with the NTU/Splitter? 8. Is this a repeat fault? 9. If the customer has POTS service, is the service available? YES/NO 10. Is everything plugged in and switched on? 11. Is the fault with a newly provided service or existing service? 12. How long has the fault existed? 13. Have you changed/added/deleted anything? 14. Manufacturer and Model of CPE Modem? 15. Can the Operator see to the ISP? 16. Is Multicast TV service affected? 18/04/2018 Version

116 Tier 2 FTTC structured questions SUGGESTIONS, TO BE AGREED 1. -end equipment? (If the ping test fails, paste the results of the test into a trouble ticket) 2. Has a fault diagnosis been carried out? 3. Does the fault diagnosis indicate a Feeder Fibre fault? 4. Does the fault diagnosis indicate a Cabinet/Splitter/DSLAM fault? 5. Does the fault diagnosis indicate a Home Access Connection fault? 6. Does the fault diagnosis indicate that this is a cable/infrastructure fault? 7. Does the fault diagnosis indicate a Distribution Cable fault? (The SELT/DELT/MELT results from TLN should be pasted to the Trouble Ticket) 18/04/2018 Version

117 11.14 FTTH Tier 1 and Tier 2 Structured Questions Tier 1 FTTH Structured Questions SUGGESTIONS, TO BE AGREED The questions below and answers to be provided on the fault report to Tier 2: The list below, while neither mutually exclusive nor collectively exhaustive, provides some typical sample questions asked by Tier 1: 1. Is the ONT switched off (should be plugged in and switched on)? 2. Is the ONT power LED on (green)? 3. Is the ONT PON LED on (green) and flashing? 4. Has the customer tried rebooting the CPE? 5. Has internal wiring been checked? 6. Is the ONT LOS LED flashing and how often? 7. Is the ONT LAN LED on, blinking or off? 8. Is the LAN LED on the Home gateway on? 9. Does the sync problem persist if the CPE is connected directly to the ONT? 10. Is this a repeat fault? 11. Is everything plugged in and switched on? 12. Is the fault with a newly provided service or existing service? 13. How long has the fault existed? 14. Have you changed/added/deleted anything? 15. Manufacturer and Model of ONT? 16. Can the Operator see to the ISP? 18/04/2018 Version

118 Tier 2 FTTH Structured Questions SUGGESTIONS, TO BE AGREED 1. Has a fault diagnosis been carried out? 2. Does the fault diagnosis indicate a Feeder Fibre fault? 3. Does the fault diagnosis indicate a Cabinet fault? 4. Does the fault diagnosis indicate a Home Access Connection fault? 5. Does the fault diagnosis indicate that this is a cable/infrastructure fault? 6. Does the fault diagnosis indicate a Distribution Cable fault? 7. Does the fault diagnosis indicate an ONT fault? 8. Does the fault diagnosis indicate a Fibre NTU fault? 18/04/2018 Version

119 Section 12 Wholesale NGA Billing Wholesale Ethernet Services bill. This will include rental charges and once-off activation charges, and will be billed on a monthly basis in advance. The format will align with the existing bill format. Multicast activations to individual end users will be billed on a monthly basis in arrears and 18/04/2018 Version

120 Appendix 1 Pre-qualification Pre-qualification is a process whereby an indication is provided as to the suitability of the metallic pair to support broadband service at a particular point in time. It also provides prequalification information for FTTH. The Advanced PreQual File contains the estimated speeds available for FTTC at a premises (ARD ID) and a separate entry for a premises (ARD ID) which qualifies for FTTH. For FTTC, prequal indicates the maximum HSI (High Speed Internet /Rate Adaptive) and the maximum NRA Stable (Non rate adaptive) Profiles that are likely to be supported. From a Next Generation Access perspective, the appropriate Next Generation Access (FTTH/FTTC) Services are available on the list of DSL and NGA Services returned on the QB (Query Bitstream) order, based on their availability as indicated by Prequal. The pre-qualification of a line is an estimate based on the line length, the capacitance to earth and the average cable gauge across the entire network. It is a conservative measurement to ensure stability of service. Pre-qualification indications returned for unbundled lines and for non-insitu lines are based on additional assumptions such as the average prequal value for other copper lines from the same distribution point; thus these indications have a potential for higher variation between the estimated and the actual line speed at the time of installation. It confers no responsibility or liability on open eir, with respect to actual physical capability of the line at the time of installation. Pre-qual results will be returned by the UG. The following results may be returned with the list of products available for the line. Result Green Non-Standard (Provide Contact Details) Line Unknown No test result available - DSL exchange enabled. Explanation The line is suitable for Bitstream /the NGA VUA and Bitstream Plus products stated in the product list. This line may be suitable for the NGA VUA and Bitstream Plus products listed. Technical intervention will be required by open eir to bring the line up to a standard that can support NGA VUA and Bitstream Plus services. This may involve a short outage on the end PSTN service and a site visit by open eir. A provide Order can be placed on UG for a Non-Standard line, however, the Order will be treated as non-standard, i.e. ability to provide service on Non-Standard lines will be on a best endeavour basis. The line is not known in the system. Please check your entry for any errors and enter the correct telephone number. Please contact oeccc or Service Manager. 18/04/2018 Version

121 No test result available - Exchange not launched. The exchange for that particular line is not DSL or NGA enabled, hence no result can be provided regarding the suitability of that line for DSL or NGA. Pre-qualification of ISDN lines open eir ISDN lines can be pre-qualified on UG It is important therefore as a matter of internal processes that when the Operator is taking an order from a customer, they ask the customer if the line is a PSTN or an ISDN line. Pre-qualification via Pre-qual This functionality allows Operators end users to pre-qualify their telephone numbers from When the end users enter -server will, behind the scenes, connect to the open eir systems to pre-qualify the line, analyse the result and present a result to the end user advising them of the success/failure of the test. This result will be presented to the end with open eir customer care (see Section 3.8), on a trial basis. All queries submitted must include the Eircode, which can be used by the operator in conjunction with the NGA Deployment Plan to estimate the distance from the address to the serving cabinet or exchange. The operator must first carry out its own checks against the Masked_CLI file and if appropriate also carry out a line test. Please note that a Provisioning order for NGA includes a prequal check which may cause an order to be rejected at the line level even though the ARDID or Eircode qualifies via another indexation, such as a working line. included in an overnight testing batch file, to allow a line test to be run against the number completed o The ARDID itself would first need to be checked for indexation(s). An update would then be made where necessary o The DP would then also need to be checked to determine if there is a default /average prequal value recorded against the ARDID. Where this is not the case, updating the DP itself is then needed to reflect a neighbouring DP, where no specific result is available. The typical lead times depend on the complexity and the number of overnight batching updates needed. Indexation changes such as new addresses may be reflected within 18/04/2018 Version

122 minutes / overnight whereas changes to a path normally have to wait for the following Advanced Pre-qual File Structure The field structure, Field Type(length) of the Advanced Pre-qual (csv) file is provided in the list below. 1. ARD_ID: NUMBER(8) 2. FIBRE_TYPE: VARCHAR(4) 3. RFO_DATE: Date 4. NGA_EXCHANGE: VARCHAR(4) 5. COPPER_EXCHANGE: VARCHAR(4) 6. CABINET_NUMBER: VARCHAR(3) 7. MAX_HIGH_SPEED: VARCHAR(20) 8. MAX_HIGH_STABILITY: VARCHAR(20) 9. UNIT_NO: VARCHAR(5) 10. UNIT_NAME: VARCHAR(35) 11. BUILDING_NO: VARCHAR(10) 12. BUILDING _NAME: VARCHAR(35) 13. LOCATION: VARCHAR(61) 14. POSTAL_DISTRICT: VARCHAR(60) 15. POST_CODE: TBD 16. COUNTY: VARCHAR(20) 17. X_REF: NUMBER(9,3) 18. Y_REF: NUMBER(9,3) 18/04/2018 Version

123 Appendix 2 Masked CLI File The Masked CLI File is similar to the Advanced PreQual but provides information on a phone line basis and includes lines which do not qualify for NGA. The file is provided on a reasonable efforts basis to assist operators in purchasing open eir services and it is a condition of use, that the operator does not use the file for any other purpose. The contents of the file are subject to the Non-disclosure Agreement in place between the operator and open eir. A. Availability of Masked CLI o File will generally be updated on a weekly basis (available to Operators each Tuesday morning). B. Delivery mechanism for File o File will be delivered to the common\uginfo folder on the UG Hub and it will available to download via ftp. C. File Structure o o o.csv File Column titles on first row, No Trailer records D. File Structure and Description of Fields Field Optional Type Size/description Description ARD_ID No Numeric up to 9 digits. No leading zeros. Address ARD ID ENTRY_TYPE YES Text 1 Describes the type of entry listed: C = copper line F = Fibre line I = indexation (Copper) H= indexation (Fibre) W= Wireless U = other COPPER_EXCH Yes Text 4 Telephone Serving exchange. If copper is not indexed then this will not be populated 18/04/2018 Version

124 Field Optional Type Size/description Description NGA_EXCH Yes Text 4 Only if NGA is supported for line NGA Exchange may be different from copper exchange. NGA_CAB_NO Yes Text Up to 8 characters Only if NGA FTTC is supported for line cabinet numbers ending in E0X are EVDSL Can be either a cabinet, e.g. STD Yes Text Up to 6 characters Telephone Number STD (unmasked for in-situ lines) MASKED_CLI Yes Text Up to 8 characters Masked Telephone Number for active Telephone Service or Previous Telephone Number if available The CLI is unmasked for insitu lines LI_NUMBER Yes Text Up to 20 characters Where an active or previous telephone number is not appropriate then the copper line identifier will be provided. This will contain the full LI name. e.g.: LINE_TYPE_CABL E_TYPE Yes Text Up to 17 chars Line Type: the path is direct or indirect (via cabinet) fed. Line Type Values: Cable type: whether the cable feeds only direct DPs, only Cabinets or both. 18/04/2018 Version

125 Field Optional Type Size/description Description Cable type Values: CARRIER_IND Yes Text 1 Indicates if Carrier on Line. NGA_NTU Yes Text 1 Field populated with Yes if an NGA NTU installed as part of a previous NGA installation. POTS_ABLE Yes Text 2 POTS available on line POTS available / working on line VDSL_ABLE Yes Text 2 -qual ADSL_ABLE Yes Text 2 available on line ADDITIONAL Yes Text Up to 10 characters Format: XXXInnnyyy DP: XXXI = Exchange code and an integer e.g. NAS1. nnnyyy = 6 digit DP number where nnn = cabinet number (09n implies a direct fed line) MAX_NGA_PRO FILE Yes Text Up to 20 characters The Maximum Rate adaptive profile. NGA_PREQUAL_ HIER Yes Text 1 Numerical value reflects the basis of the FTTC PreQual result (value reflects the type of test conducted, where: the path and 18/04/2018 Version

126 Field Optional Type Size/description Description higher numbers imply increased levels of assumptions and additional averaging) MAX_ADSL_PRO FILE Yes Text Up to 8 digits Provides maximum ADSL Rate Adaptive speed (bits/s) available independent of products RFO_DATE Yes Date Length 11, Format: dd-mmmyyyy NGA Ready For Order Date as per Advanced PreQual File will be blank where RFO date has not been set. (31-Dec-2099 if cabinet is Full) Eircode Yes Text Up to 7 characters For future use FTH_Length_Ind Yes Text Up to 5 digits Format: DPxx / PLxx / UBxx/ RDxx / RNxx /GT100 Provides an indication only of the distance from the coordinates of the Eircode to the nearest open eir infrastructure or public road Notes 1 & 2. ONT_INSITU 19 Yes Text 1 = Previous FTTH worker with ONT recorded = Previous FTTH Worker Table 13, Masked_CLI file structure 19 Expected April /04/2018 Version

127 FTH_Length_Ind DPxx PLxx UBxx RDxx Desktop indicator of drop length <50m Suggests that a standard FTTH connection is likely May be more than 50m. RNxx RN44 to RN50: Unclear if standard FTTH connection is likely RN51 to RN99: Increasing probability of nonstandard connection / e.g. customer may have to provide new or existing duct on their property >100m GT100 Increased probability of non-standard connection / e.g. customer may have to provide new or existing duct on their property Table 14, FTTH Length Indicator Summary Note 1: The FTH_Length_Ind provides operators with a desktop indication of the drop length for a new FTTH provision. The actual drop may be provisioned from this infrastructure point or from different open eir infrastructure and the actual drop length will only be determined during the installation. It is intended to provide operators with an indication of the possibility that additional work, such as new ducting, may be required to be carried out by the end user. It is not a guarantee that additional work will not have to be carried out by open eir on public property, before the installation can be completed. Operators may wish to use this field to discuss the installation with the end user during the ordering process. Note that if for example, there is existing useable ducting on private property, then the installation can proceed as a standard connection, regardless of the result. If the indexed fibre distribution point is within 50m then this is the result. e.g. DP at 24m shown as DP24 Suggests that the premises is less than 50m to the Network Touch Point 20 Else if there is a pole within 50m then this is the result e.g. pole 11m shown as PL11 20 The Network Touch Point is the point at the curtilage of the property where the FTTH drop meets public property. 18/04/2018 Version

128 Suggests that the premises is less than 50m to the network touch point 20 or even if it is greater than 50m, that existing infrastructure can be used Else if there is a UG box within 50m then this is the result e.g. UB22 Suggests that the premises is less than 50m to the network touch point or even if it is greater than 50m, that existing infrastructure can be used. It is not a guarantee that the drop will be run UG and not aerial. Else if the public road is within 43m (43m perpendicular distance allows for 50m to the network touch point along the curtilage) then this is the result e.g. RD33 Else if the public road is greater than 43m, then there is a higher possibility that the distance to the network touch point is in excess of 50m. e.g.60m to road is shown as RN60. GT100 is used where the estimated distance to the nearest road is greater than 100m Indication suggests that this is non-standard connection Note that during the installation, the installer may identify that the installation can be completed as a standard connection. e.g. existing useable ducting on private property or existing poles can be used. Note 2: It is anticipated that standalone files of FTTH Distance Indicators for premises may be provided quarterly to Eircode licensed operators. The FTTH Distance Indicators provided via an NLE order or the Masked_CLI file are generally but not exclusively, a sub-set of the premises / Eircodes in the standalone file. 18/04/2018 Version

129 Appendix 3 Address (ARD ID) File Open eir provides all Operators with a file containing all addresses recorded on its network. The list will not include any infrastructure details and will focus entirely on address An Address File is available to all Operators via the Unified Gateway HUB. It will normally be updated on a daily basis when the file will be over written with the latest version. The standard Address file is issued in three formats: one with account name information which is for operators who have signed a Data Access Agreement (Eircode version). The Eircode field is populated for Operators who are Eircode licensed. (ADDRESS_LIST_EIRCODE_yyyymmdd.ctl) The file will be delivered to the common\address_eircode folder on the UG Hub and it will available to download via ftp. a second for operators for operators who have signed the Data Access Agreement but are not Eircode licensed (ADDRESS_LIST_NDA_yyyymmdd.ctl) and a third (ADDRESS_LIST_yyyymmdd.ctl) for other operators. The file provides the raw data contained in the Address Database GUI that is currently available to all Operators. However, not all records have an exchange recorded against them. Where the GUI is used this has logic that picks the nearest neighbours record and shows their exchange. Where there are a number of neighbours with different exchanges, the user is presented with this list and asked to choose one. This advantage is lost working off the raw data. The elements in the Address file. Standard Address file: UNIT NO UNIT NAME BUILDING NO BUILDING NAME STREET NAME / TOWN POSTAL DIST NAME COUNTY NAME ARD ID EXCHANGE AREA CODE EIRCODE 18/04/2018 Version

130 Address File NDA / EIRCODE: UNIT NO UNIT NAME BUILDING NO BUILDING NAME STREET NAME / TOWN POSTAL DIST NAME COUNTY NAME ARD ID EXCHANGE AREA CODE ACC Name EIRCODE 18/04/2018 Version

131 Appendix 4 Guide to Synch Test Results (TSN) A single Synch Test is automatically carried out two weeks after an FTTC / FTTH 21 provision and the data from this initial test is available to Operators with the TSH order, as reference information only. A list of some key terms that need to be understood when using the sync checker (TSN) tool and synch history (TSH) is given below: Line Profile: refers to the maximum broadband HSI and NRA Profiles that can be supported Current Profile: Initialisation State: refers to the result of the last complete VDSL2 initialization, (no failure, config error, config details not supported, comm fail, peer ATU, other reason) Port Status: for VDSL2 this reports the DSL port status as: fault / active test/ deactive /activating / activated or in loopback. Activating can mean that no end-user modem is connected. For FTTH this reports whether the ONT Port is active or deactive. Current Transmission System: (FTTC) refers to the applicable ITU standard for VDSL2 transmission. (G,993.2 Annex B POTS (VDSL2 over POTS), G993.5 (G. Vector)) Down / Downstream Attenuation: the difference in decibels (db) in channel 1, between the power received at the CPE and the power transmitted from the DSLAM. Attenuation is distance related and is higher at higher frequencies and lower at lower frequencies. Attenuation is a measure of how much the signal has degraded between the DSLAM and the end user modem. This can be attributed to internal wiring, bad installation, external interference, distance from the cabinet etc. The lower the db, the better for this measurement. Up / Upstream Attenuation: the difference in decibels (db) in channel 0, between the power received at the DSLAM and the power transmitted from the CPE. Attenuation is distance related and is higher at higher frequencies and lower at lower frequencies. Downstream Noise Margin: refers to the difference in strength between the DSL signal and the background noise on the line. It is a measurement of the difference in db between the level of received signal at the CPE and the level of the noise present on the line at the CPE side. The higher the db, the better for this measurement. Low noise margin can be caused by: missing, defective or incorrectly connected splitters/filters or faulty telephone equipment in the premises, a defective modem, noise caused by outside sources such as cheap halogen lamps and stereo equipment, problems with the telephone company's equipment etc. If the noise on the line is too high, the modem may lose sync. Upstream Noise Margin: this is the difference in db between the level of received signal at the DSLAM and the level of the noise present on the line at the Network side. 21 August 2017 UG Release 18/04/2018 Version

132 Upstream and Downstream Noise Margins should be greater than 6dB; the higher this figure is, the better the Noise Margin. For Stable Profiles (non-rate adaptive) the normal noise margin should be slightly higher to allow for variations in noise levels. Max Downstream Attainable Data Rate: the maximum current downstream bitrate capability of the DSL line that is calculated by the end- based on the current line conditions. This is indicative and is not a guarantee that the line will actually support the maximum speed indicated. Max Upstream Attainable Data Rate: the maximum current upstream bitrate capability of the DSL line that is calculated by the DSLAM based on the current line conditions. This is indicative and is not a guarantee that the line will actually support the maximum speed indicated. Actual Downstream Bitrate: this is the downstream bitrate at which the end user modem and DSLAM are actually synchronised. This is the current sync bitrate if the modem is "in sync", or the bitrate at the last time of synch. Previous Downstream Bitrate: this is the downstream bitrate at which the end user modem and DSLAM synchronized before the current synchronisation. Downstream Delay: this is delay in milliseconds in the downstream direction. It is usually configured for a max deadly of 8ms. Actual Upstream Bitrate: this is the upstream bitrate at which the end user modem and DSLAM are actually synchronised. This is the current sync bitrate if the modem is "in sync", or the bitrate at the last time of synch. Previous Upstream Bitrate: this is the upstream bitrate at which the end user modem and DSLAM synchronized before the current synchronisation. Upstream Delay: this is delay in milliseconds in the upstream direction. It is usually configured for a max delay of 8ms. Actual and Previous Bitrates should be compared during fault diagnosis Last Synchronisation Time: last time that the DSL modem (FTTC) synchronised Last loss of Synch Time: last time that the DSL modem (FTTC) lost synchronisation Downstream INP of channel 1, Unit dmt (FTTC): refers to the ability to deal with noise in the downstream direction. Upstream INP of channel 1, Unit dmt (FTTC): refers to the number of upstream symbols with impulse noise protection. The port profile is typically configured for a minimum of 2 symbols. The INP is an indication of the number of symbols with impulse noise protection for which errors can be completely corrected by the Retransmission function, regardless of the 18/04/2018 Version

133 number of errors within the errored DMT symbols. INP is typically configured in the DSLAM for a minimum of 2 symbols. Duration of Present Showtime: this is the time in seconds that the line has currently been synchronized for. The Synchronisation Time and Duration of Present Showtime results should be viewed to see if the VDSL line is up and sychronised or whether there is a problem with the connection. This should be checked for consistency with any fault reported by an end-user. ONT Run Status (FTTH): refers to whether the ONT Port is normal (active and up) active, activating or deactive ONT Admin Status (FTTH): refers to whether the ONT activation status is Up or Down Rx Power (FTTH): the Receive optical power level in hundredths of a dbm. Note that the receive power level is less than 0dBm and thus a lower negative value is a higher value. e.g (-14.97dBm) is a stronger optical receive power than (-25dBm). Tx Power (FTTH): the Transmit optical power level in hundredths of a dbm. This is normally a positive value of 200 to 500. Last Up Time (FTTH): The last time that the ONT was up Last Down Time (FTTH): The time that the ONT last went out of service. Last Down Cause (FTTH): refers to the reason the ONT last went out of service. Loss of optical signal (LOSI), loss of frame (LOFI), loss of signal upstream BER (SFI), Loss of ONT Acknowledgement (LOAI), Loss of ONT Acknowledgement Multiple (LOAMI), ONT Deactivated (DACT), Reset, Authorisation fail (Author fail), Dying Gasp (ONT to the OLT has lost electrical power) etc. Some Synch tests parameters to check during fault diagnosis: Previous US and DS rates check for change Last Resynch time check when the line last resynchronised Duration of Showtime (s) a long show time is an indication of a working service Actual INP and Delay indication of external impulse noise. INP is set to INP min =2 and delay max = 8. If INP is greater than 2, then it indicates that the equipment is dealing with a high level of line noise. If the delay is less than 8 then that indicates that the line has low noise levels. 18/04/2018 Version

134 Appendix 5 Guide to Performance Tests (TPN) A list of some key terms that need to be understood when using the performance checker (TPN) tool is given below. FTTC Corrected Blocks: The number of data blocks which had errors corrected in the period (blocks are corrected and therefore are not seen by end-user) Uncorrected Blocks: The number of data blocks which had errors not corrected in the period Errored seconds: Number of seconds containing at least one error. Severely errored seconds: Number of seconds with errors above a certain threshold (typically 10-3 ) CRC errors : Errors in Cyclic Redundancy Check Checksum in digital bitstream Number of initialisations (Synchronisation): Number of resynchs that the VDSL modem has completed with the network DSLAM. Number of initialisation failures: Number of Synchronisation attempts where the modem failed to come into showtime at the first attempt The Performance results are provided for the current 15 minute period, the previous 15 minute period, the current 24 hours and the previous 24 hours. The Initialisation Counters are the most important counters to check when reviewing performance. 18/04/2018 Version

135 Appendix 6 Guide for FTTC Line Test (TLN) Results A single Line Test is automatically carried out two weeks after FTTC provisioning and the data from this initial test is available to Operators with the TLH (Test Line History) order, as reference information only. A substantial amount of test data is available to Operators to assist in FTTC fault diagnosis. This appendix provides additional information on the SELT, DELT and MELT line test parameters. Parameter Prompt Description LENGTH Estimated Line Length Indicates the length of the line (metres). TERMINATION Line Termination open / short Table 15 SELT Test Results Parameter Prompt Description USTR_LNE_ATN USTR_SNR_ATN USTR_MAX_BW DSTR_LNE_ATN DSTR_SNR_ATN DSTR_MAX_BW UPACTATP DOWNACTATP Upstream Line Attenuation, US Bands 0,1,2,3. Upstream Signal to Noise Margin US Bands 0,1,2,3 Upstream Attainable Data Rate bits/s. Downstream Line Attenuation, DS Bands 1,2,3 Downstream Signal to Noise DS Margin DS Bands 1,2,3. Downstream Attainable Data Rate bits/s. Upstream Transmit Power. Downstream Transmit Power Indicates the upstream line attenuation. Unit: db. Value given per frequency band (band 3 is not used) Indicates the upstream SNR margin. Unit: db. Value given per frequency band (band 3 is not used) Indicates the upstream attainable rate. Unit: bit/s. Indicates the downstream line attenuation. Unit: db. Value given per frequency band Indicates the downstream SNR margin. Unit: db. Value given per frequency band Indicates the downstream attainable rate. Unit: bit/s. Indicates the upstream transmit power. Unit: dbm. Indicates the downstream transmit power. Unit: dbm. Table 16 DELT Test Results 18/04/2018 Version

136 Parameter Prompt Description ACV_A_GND ACV_B_GND ACV_A_B DCV_A_GND DCV_B_GND DCV_A_B A Leg to Earth - AC Voltage B Leg to Earth - AC Voltage A Leg to B Leg - AC Voltage A Leg to Earth - DC Voltage B Leg to Earth - DC Voltage A Leg to B Leg - DC Voltage Wire A-ground AC voltage (unit: V) Wire B-ground AC voltage (unit: V) Wire A-wire B AC voltage (unit: V) Wire A-ground DC voltage (unit: V) Wire B-ground DC voltage (unit: V) Wire A-wire B DC voltage (unit: V) INS_A_GND A Leg to Earth resistance insulation Wire A-ground insulation resistance (unit: ohm) INS_B_GND B Leg to Earth resistance insulation Wire B-ground insulation resistance (unit: ohm) INS_A_B A Leg to B Leg resistance insulation Wire A-wire B insulation resistance (unit: ohm) INS_B_A CAP_A_GND CAP_B_GND CAP_A_B Leg B to A Leg insulation resistance A Leg to Earth capacitance B Leg to Earth capacitance A Leg to B Leg capacitance Wire B-wire A insulation resistance (unit: ohm) Wire A- Wire B- Wire A- LINE_LGTH Line length (unit: m) Line length (unit: m) TERM_TYPE Terminal type Terminal type LPRES_A_B A-wire B loop resistance Wire A-wire B loop resistance MELT_CON MELT conclusion ID MELT conclusion ID Table 17 MELT Test Results 18/04/2018 Version

137 Line Test Parameter Normal minimum standard A-Earth B-Earth A-B B-Neg B-Neg AC Voltage <3V DC Voltage < 5V Balance (Capacitance) >85% Table 18 MELT test levels 18/04/2018 Version

138 Appendix 7 FTTC Fault Management Trouble Shooting Guide Figure 16 FTTC Trouble Shooting Guide - VDSL Decision Tree 18/04/2018 Version

139 Figure 17 FTTC Trouble Shooting Guide - Power Light Routine 18/04/2018 Version

140 Figure 18. FTTC Trouble Shooting Guide - DSL Light Routine 18/04/2018 Version

141 Figure 19. FTTC Trouble Shooting Guide - Internet Light Routine 18/04/2018 Version

142 Figure 20 FTTC Trouble Shooting Guide - WiFi Routine 18/04/2018 Version

143 1. NGA VUA and Bitstream Plus Fault Management Trouble Shooting Guide Query fault with end user Disconnect internal wiring Synch Check Synch History Performance test Line test Is speed being achieved according to profile? Is profile suitable for line length? Have you other VDSL customers on the same street? o If only one customer is affected then the fault is most likely to be in the house Check modem type, some modems under-perform others 1.1 Customer Reports Complete Loss of Service (No Sync) o Check lights on modem o Check if customer has PBX if yes, then ask it they have had technician on site for installation? o Has customer a monitored alarm? If yes and the alarm was fitted before the VDSL was provisioned then you should advise customer to get alarm provider back on site or alternatively arrange dispatch of tech to site. If the alarm has not been installed before VDSL o Check Pre-qual status on line is the result Green or Amber o o o o o Check for sync: Ask customer to reset modem and then check lights on modem. Run sync check test (TSN) using the TSN order on the UG and check Last Synch time and Last Loss of Synch time. Run Synch History (TSH) and compare results If still no sync, ask customer to connect modem directly into the NTU (main phone socket) in the house, disconnect all devices from phone line (phones, faxes, SKY) and power cycle again Use the Change Profile for NGA (CPN) order type to change the profile to the lowest bitrate and wait until change is successful If still no sync then restore the customer to their previous profile using CPN Run Line Test (TLN) to test copper line for fault and compare with Line Test History (TLH). Identify potential fault and log fault on the UG 1.2 VDSL Intermittent Drop (Degraded Service) o Check lights on modem o Check if customer has PBX if yes then they should have technician on site for installation? 18/04/2018 Version

144 o Has customer a monitored alarm? If yes and the alarm was fitted before the VDSL was provisioned, then the Operator should advise customer to get alarm provider back on site or dispatch their own technician to site. If the alarm has not been installed before VDSL was o o o o o Check Pre-qual status on line. Check for sync. Ask customer to reset modem and then check lights on modem. Run sync check test (TSN) on UG and check Last Synch time and Last Loss of Synch time. If the Attainable Rates on the sync checker are lower than the actual sync rate the customer is achieving, check the Synch history (TSH). If this has not changed, then you should drop the profile using the CPN (Change Profile Bitstream) order type. If issue still persists then ask customer to connect modem directly into main phone socket in the house, disconnect all devices from phone line (phones, faxes, SKY) and power cycle again. If sync is still dropping and there is a big discrepancy between the pre-qual rates and actual synch rates on the line then the log fault on the UG attaching information on frequency of drops. 1.3 VDSL Install Failed (service has never worked) o Check lights on modem o Check if customer has PBX if yes then they should have technician on site for installation? o Has customer a monitored alarm? If yes and the alarm was fitted before the VDSL was provisioned then the Operator should advise the customer to get alarm provider back on site or dispatch tech to site. If the alarm has not been installed before VDSL was provisioned then o o o o o Check for sync. Ask customer to reset modem and then check lights on modem. Run sync check test (TSN) on UG and check Last Synch time, attenuation and noise margin. If still no sync, ask customer to connect modem directly into the NTU in the house, disconnect all devices from phone line (phones, faxes, SKY) and power cycle again Check (TPN) for evidence of poor performance (loss of link, initialisation failures, error stats) Run Line Test (TLN) SELT and DELT to check copper line for both upstream and downstream performance. If still no sync then log fault on the UG 1.4 Slow Response o o o Check lights on modem Check Pre-qual status on line. Run Sync Check (TSN) on the UG. If Sync is showing low attainable rates for package, reboot / reset the modem and then re-check the lights on the modem 18/04/2018 Version

145 o Ask customer to remove all ancillary apparatus and run a modem test using hard-wire arrangement at primary socket. Turn off wireless and any third party firewall/antivirus software o From the command prompt on the customer's computer, try checking the network statistics - netstat /a. If the customer has an unusually large number of ports open (should be less than 15) then there is a good chance that they are dealing with a spyware issue, or have too many programs (P2P, Torrents, Skype, etc.) that use the connection running at once. Advise them to run a full computer scan for spyware, virus o If Synch is showing expected line speeds, then check speed through the Operator connection to ISP., o Run a performance test (TPN) to check error performance o If issue persists then log fault on the UG. 1.5 VDSL In Sync but no connection (Authentication Issues) o o o o o o Authentication is an Operator managed process and should not be fault reported to open eir. Check lights on modem Has the Operator possibly a network outage. Check the GUI ALERTS screen for updates. s an isolated incident run a Sync Check (TSN order) on the line with the customer modem on. Ask the Customer to switch off the modem. Run another Sync Check. If Sync Check shows that port is down when the customer has the modem switched off then it is an authentication issue. Power cycle / reset the router 1.6 Loss of service on FTTC Bitstream Plus VEA Connection o o o Operator determines where the fault is NGA or data circuit related. If NGA related refer to trouble shooting guide above. If data related the Operator raises the fault via the FDC order (Fault on Data Circuit) using the FTTC Bitstream Plus VEA circuit ID. 18/04/2018 Version

146 Appendix 8 FTTH Fault Management Trouble Shooting Guide (See Section also) Query fault with end user Reset ONT Synch Check Synch History Performance test Line test Check ONT port speed Have you other FTTH customers on the same street? Figure 21. FTTH ONT / LEDs on ONT 18/04/2018 Version

147 Figure 22 Operator FTTH ONT checks prior to Synch test. 18/04/2018 Version

148 Figure 23 Operator use of FTTH Synch Order prior to raising a Fault The process in the above figure does not incorporate the TPN (Performance) Order 18/04/2018 Version

149 Appendix 9 NGA Fault Logging Form NGA Fault Logging Form (only to be used if UG is not available) open eir NGA FAULT LOGGING FORM Part 1. (To be completed by the Operator) Operator Date of fault report Name of fault reporter: Time of fault End User details: e- Customer Number (CLI/CRN) Contact Phone Number(s) NGA Operator Fault Symptoms (maximum of 5 may be selected) Installation Fail Low Speeds to Customer Errors PON Light Off Loss of Signal Light on Permanently ONT not responding Line Noise Permanent Distribution Cable Pair Multicast unavailable Line resetting Errors Power Light Off PON Light Flashing Loss of Signal (LOS) Light Flashing No Synchronisation Line Noise Intermittent 18/04/2018 Version

150 Mandatory Checks: Was all appropriate CPE plugged in? Was the customer VDSL modem /ONT switched on during diagnosis? Has the customer the correct CPE for their product? Did the customer try rebooting their CPE? Was a Test Synchronisation carried out? Was VDSL Profile Change investigated if applicable? Is this a repeat fault? Has Fault Diagnosis been carried out? Impact of fault: Service - If applicable, is Did the Fault occur during Operator Fault description and results of Level 1 Fault Management (incl. Tier 1 and 2 diagnosis) Auditable results attached Part 2 (to be completed by the fault report receiver) Fault report received: e- 18/04/2018 Version

151 Appendix 10 Notification of Planned Maintenance Form Notification of Outage open eir Date of Issue / / open eir Reference - / Time of Outage Details of Outage 18/04/2018 Version

152 Appendix 11 NGA Profiles and Codes used by UG Line length 22 Downstream RA Upstream RA Profile Name (Max) Mbps Mbps 300m M_20M_R 450m M_20M_R 525m M_20M_R 600m M_20M_R 650m M_20M_R 750m M_20M_R 750m M_15M_R 850m M_10M_R 1000m M_8M_R 1200m M_7M_R 1300m M_5M_R 1500m M_3M_R 1750m M_1M_R 2000m 7 1 7M_1M_R Table 19. FTTC Rate Adaptive Profiles 22 Line lengths are for indicative purposes only 18/04/2018 Version

153 Line length 23 Downstream NRA Upstream RA Profile Name (Max) Mbps Mbps 100m M_20M_FR 300m M_20M_FR 450m M_20M_FR 525m M_20M_FR 600m M_20M_FR 650m M_16M_FR 750m M_16M_FR 750m M_16M_FR 850m M_16M_FR 1000m M_16M_FR 1000m M_10M_FR 1200m M_8M_FR 1300m M_7M_FR 1500m M_1M_FR 1750m M_1M_FR 2000m M_1M_FR Table 20. FTTC Stable Profiles DS Mbps US Mbps Profile Name M_100M_F M_50M_F M_30M_F Table 21. FTTH Profiles 23 Line lengths are for indicative purposes only 18/04/2018 Version

154 DS Mbps US Mbps Profile Name M_20M_R M_20M_R M_20M_FR M_16M_FR M_8M_FR Table 22. FTTC Bitstream Plus VEA Profiles UG Service Type FCBPP FHBPP FCVUP FHVUP FCBPS FHBPS FCVUS FHVUS FHBPP300 FHVUP300 FHBPS300 FHVUS300 FHBPP1G FHVUP1G FHBPS1G FHVUS1G FCVPR100 FCVSR100 FCVPF70 FCVSF70 FCVPF50 Product FTTC Bitstream Plus POTS based FTTH Bitstream Plus POTS based 150M FTTC VUA POTS based FTTH VUA POTS based 150M FTTC Bitstream Plus Standalone FTTH Bitstream Plus Standalone 150M FTTC VUA Standalone FTTH VUA Standalone 150M FTTH Bitstream Plus POTS based 300M FTTH VUA POTS based 300M FTTH Bitstream Plus Standalone 300M FTTH VUA Standalone 300M FTTH Bitstream Plus POTS based 1G FTTH VUA POTS based 1G FTTH Bitstream Plus Standalone 1G FTTH VUA Standalone 1G FTTC VEA 100M RA POTS FTTC VEA 100M RA SA FTTC VEA 70M FIXED POTS FTTC VEA 70M FIXED SA FTTC VEA 50M FIXED POTS 18/04/2018 Version

155 FCVSF50 FCVPF20 FCVSF20 FTTC VEA 50M FIXED SA FTTC VEA 20M FIXED POTS FTTC VEA 20M FIXED SA Table 23 - UG Service Types Bitstream Additional Service Fixed Rate (Highly Stable, non-rate adaptive) Multicast Data Extension Port BAS_CODE HISTABLE MCASTTV DPEXTRAP Table 24 - Bitstream Additional Service Codes The above codes are used by Operators when ordering multicast or a (NTU) Data Port Extension for individual end-users. Appointment Reschedule Description REASON_CODE Request for a new Appointment the original appointment open eir unable to keep EIRCOM Request for a new Appointment complete the installation due to end-user issues open eir could not CUSTOMER A new Appointment will be required open eir could not complete the installation due to non-standard issues NON-STANDARD Table 25 - Appointment Update Reason Codes Further explanation of the Reason Codes is provided in Section /04/2018 Version

156 Reschedule Appointment Code Local Arrangement Reschedule Appointment Confirmation Description 1 LA_Working conditions unsuitable at present 2 LA_Customer has to leave the premises 3 LA_More time needed to complete job Table 26 Local Arrangement Reschedule Appointment Confirmation Codes Refer Code CODE DESC UG Notice UG Notification Text Reason LA_Working conditions 13 unsuitable at present RAC Working conditions unsuitable at present Local Arrangement LA_Customer 14 has to leave the premises RAC Customer has to leave the premises Local Arrangement 15 LA_More time needed to complete job RAC More time needed to complete job Local Arrangement Customer Ready Not RR Customer Not Ready - Premises >50m from Network Touch Point Customer Customer Not Available (Please 51 Customer Available Not RR contact end customer to progress & re-schedule order as required.) Customer Customer Not Ready (Please 52 Customer Ready Not RR contact end customer to progress & re-schedule order as required.) Customer Customer Refuses Service (Please 53 Customer Refuses Service RR contact end customer to progress & re-schedule order as required.) Customer 24 Used for FTTH provisions 18/04/2018 Version

157 Refer Code CODE DESC UG Notice UG Notification Text Reason 3rd Party Access denied. (Please contact end customer to progress 54 3rd Party Access Denied RR third party issue & re-schedule as required.) Customer 56 DUG Lead RI Underground Cable Issue - Eircom Unable to complete current appointment work Non Standard Private Pole Issue - Eircom Unable 57 Erect 1-3 Private poles RI to complete current appointment work Non Standard Eircom unable to keep current 59** eircom unable to keep appt RR appointment. Appointment can now be re-scheduled. Eircom Incorrect customer Eircode on 58 Incorrect Customer Eircode RI order. Please cancel and resubmit order with correct Eircode details Non Standard Incorrect customer Eircode on 60 Incorrect Customer Eircode RI order. Please cancel and resubmit order with correct Eircode details Non Standard 63 Port Issue RI Eircom unable to complete current appointment work due to Issue arising at Service Delivery that needs further resolution. Non Standard 64 SA FTTC to use exist wk path RI Eircom unable to deliver service. Non Standard Eircom unable to complete current appointment work due to 65 FTTC Tie Cable between Cabs RI Issue arising at Service Delivery that needs further resolution. Non Standard 66 ANRM Incorrect No Cab Avail RI Eircom unable to deliver service. Non Standard Eircom unable to complete current appointment work due to 67 ANRM Incorrect NGA Cab Avail RI Issue arising at Service Delivery that needs further resolution. Non Standard 18/04/2018 Version

158 Refer Code CODE DESC UG Notice UG Notification Text Reason 68 For Survey RI Survey Required - Eircom Unable to complete current appointment work Non Standard Survey Survey Completed Issue at Completed by Service Delivery needs further Non 69 FLM RI resolution. Standard Eircom unable to complete current appointment work due to For Cabling Unit Issue arising at Service Delivery Non 70 Flty Section RI that needs further resolution. Standard Incorrect Incorrect address on order. Address on Please cancel and re-submit Non 71 Order RI order with correct details Standard Incorrect Incorrect contact information on Contact Inf on order. Please cancel and re- Non 72 Order RI submit order with correct details Standard Incorrect block and pin on order. Incorrect Block & Please cancel and re-submit Non 73 Pin RI order with correct details Standard Eircom unable to complete current appointment work due to Wrong Issue arising at Service Delivery Non Exchange RI that needs further resolution. Standard 75 Service Unavailable RI Eircom unable to deliver service. Non Standard Eircom unable to complete NGA Service current appointment work. Temp Appointment can now be re- Non 76 Unavailable RR scheduled. Standard 78** eircom unable to complete job RR Eircom unable to keep current appointment. Appointment can Non Standard 25 open eir will first try to create a new order with the correct exchange. If successful, the original order will be set to undeliverable and the Undeliverable Notification will include details of the new order (Order Type and Order ID); details of the new appointment will be on the Acceptance Notification of the new order and the appointment will be the earliest available appointment. 18/04/2018 Version

159 Refer Code CODE DESC UG Notice UG Notification Text Reason now be re-scheduled. Eircom unable to keep current eircom unable to appointment due to Issue arising Non 84** meet the appt RI that needs further resolution. Standard Eircom unable to keep current eircom unable to appointment. Appointment can Non 85** meet appt RR now be re-scheduled. Standard FTTH Customer to clear duct blockage Drop_Blockage - (for FTTH drop) before installation Non With Customer RR can proceed Standard FTTH Drop Type Non 87 Not in Scope Eircom unable to deliver service Standard Eircom unable to complete current appointment work due to For FO Build Issue arising at Service Delivery Non 88 Team RI that needs further resolution Standard 89 For Core RI Eircom unable to complete current appointment work due to Issue arising at Service Delivery that needs further resolution. Non Standard Customer Customer requested a reschedule Requested a open eir rescheduling 90* reschedule RP appointment Customer Customer Not Available -open eir Customer Not rescheduling customer 91* Available RP appointment Customer RP Customer Not Ready - open eir Customer Not rescheduling customer 92* Ready appointment Customer RP 3rd Party Access denied. - open 3rd Party Access eir rescheduling customer 94* Denied appointment Customer 26 A provisioning order will be automatically cancelled if the appointment has not been rescheduled after 3 months 18/04/2018 Version

160 Refer Code CODE DESC UG Notice UG Notification Text Reason 98* open eir unable to keep appt RP open eir unable to keep current appointment open eir rescheduling customer appointment open eir 99* open eir unable to complete job RP open eir unable to keep current appointment open eir rescheduling customer appointment open eir Table 27 - UG Refer Codes *Note: These refer codes, 90, 91, 92, 94, 98 and 99, will only be used for orders for Operators who have opted into the Enhanced Provisioning process as outlined in Appendix 16 Refer Code 98 is used in the Enhanced Provisioning process when the open eir technician fails to meet the appointment Refer Code 99 is used in the Enhanced Provisioning process when an issue beyond open the open eir technician completing job **Note Refer Code 59 is used when the open eir technician fails to meet the appointment Refer Code 78 is used prevents the open eir technician completing job Refer Code 84 is used when the order cannot flow from UG by 12pm the day before the appointment e.g. data build not complete Refer Code 85 is used after refer code 84 when the issue is resolved and the appointment can now be re-scheduled 18/04/2018 Version

161 Appendix 12 RAP NGA Home Installations An overview on the principles of operation and associated processes for the installation of NGA RAP services at the end-user premise is outlined below. The data port extension 27 may be ordered as part of the RAP NGA product. It is an associated service that will extend the reach of the NTU data port within the premises. The data port extension will be installed at the time of the NTU splitter installation. If the data extension is ordered separately and is installed outside of the provisioning of the NGA product it will be covered by a separate agreement. 1. Guiding Principles This section outlines the principles followed in designing our proposal on the home visit and NTU Splitter installation process. Fibre to the Cabinet (FTTC) The NTU Splitter 28 is the demarcation point for the Virtual Unbundled Access (VUA) / Bitstream Plus products Any existing master socket, if necessary, will be replaced by the new NTU splitter In multi-dwelling units, the external open eir cable generally terminates in a shared responsible for providing and maintaining wiring between the open eir distribution box and the end Any existing master socket, if necessary, will be replaced by the new NTU splitter At the discretion of the open eir technician the NTU may be moved a short distance in order to facilitate access to a power supply The Operator may choose to install the NTU instead of open eir (exchange by exchange basis). Operators that are installing NTUs should follow the guidelines for NTU installation outlined in Appendix 11 below. For the POTS-based product the internal wiring will continue to be served from the NTU and supply PSTN service The Operator should inform the end-user that their broadband service will be down for the duration of the installation The technician will test the line on completion of the RAP installation Installation of the NTU Splitter will complete the RAP order 27 The Data Port Extension covers both FTTC and FTTH. Both cables will be a different specification 28 NTU Splitter Dual Interface Copper NTU 18/04/2018 Version

162 Fibre to the Home (FTTH) The ONT (Optical Network Terminal) will be the Network demarcation point open eir will always be responsible for the installation of the ONT open eir technician will install the ONT as per the workmanship standard specification The location of the ONT may be influenced by the cable entry point and power availability. Power shall be supplied by the end-user A pre-terminated fibre patch cord usually of 1m length is used to connect the Optical Distribution Point (ODP) to the ONT FTTH data port extension may be installed beyond the ONT The open eir technician will test the line on completion of the installation 2. Product Ordering 2.1 Ordering Scenarios All orders for NGA are placed via the Unified Gateway (UG). When placing an order on the UG the Operators have two options with regards to RAP installations of NGA services. The exercise and availability of these options will be dependent on prior notification to open eir that one particular option only will apply at exchange level. Scenario FTTC FTTH Data Ext. from open eir 1 open eir technician completes jumpering at exchange / cabinet. Operator technician installs the NTU and effectively completes RAP product 2 open eir technician completes jumpering at exchange and cabinet. open eir technician installs the NTU and completes RAP product. open eir technician installs Data Port extension only if ordered by operators or the end-user as part of the RAP order 3 open eir technician completes at exchange and cabinet. open eir technician installs the ONT and completes RAP product. open eir technician installs Data Port extension only if ordered by operators or the end-user as part of the RAP order Yes No N/A Yes N/A Yes N/A Yes Yes 18/04/2018 Version

163 For scenario 1 Operators are required to nominate in advance the exchanges in which they plan to install the NGA NTU Splitter. At these exchanges open eir will only enable service from the roadside cabinet and will not visit the end- o install the NTU. This function will be completed by the operator on behalf of open eir for all premises within the nominated exchange area. open eir will provide operators with a stock of open eir NTU splitters that shall be used for this purpose (see Section 2.4). For the FTTH product there is no option for the Operator technician to complete the RAP product by fitting the ONT. Scenario 1 Steps 2 to 4 open eir Technician, Steps 5 to 6 Operator technician Scenario 2 Steps 2 to 7 open eir Technician Figure 24: FTTC - Sequencing of service delivery 2.2 Ordering Process for Data Port Extension It is only in the instance of Scenario 2 and 3 above where open eir installs the NTU or the ONT that the data port extension can be ordered. In Scenario 1 open eir has no responsibility for any in-home installation work. 2.3 Data port extension ordered on the UG As part of the RAP product the data port extension should be ordered on the UG. open eir will facilitate the ordering of the data port extension by the end-user on-site. Operators will be charged a premium for on-site ordering of the data port extension as per the Bitstream Price List. 18/04/2018 Version

164 When placing the NGA order on the UG the operator will be provided with a tick-box (only in those exchanges where the Operator has not opted to install the NTU) in which they can select the data port extension to be installed as an associated service to the NTU Splitter install in the RAP process. Operators are required to fully question the end-user when originally taking the order to ensure whether or not a data port extension is required. This is especially important when the end-user is also ordering a TV service. If the end-user indicates that a data port extension is not required then the Operator should not request one as the ordering of an extension cable will allocate more time for the provision. Therefore complete more installations. 2.4 All NTUs installed by the Operator in the nominated exchange areas shall be open eir NTUs only. The generally be unbranded and will not contain the open eir logo. The Operators shall order a open eir where the Operator opts to install the NTU. There is an order form in section 6 below. In order to avail of this service Operators must provide open eir with committed forecasts of the number of NTU installations on a monthly basis. Operators will only be supplied with new open eir insufficient to meet nex The NTU Provisioning and Delivery Process will be as follows: 1. Operator submits completed NTU order form to open eir Product manager by to WholesaleBitstream@openeir.ie, who will arrange for the order to be delivered by the required delivery date, subject to lead times. 2. order form to open eir 2.5 Approximate Service Downtimes Outlined below are approximate service downtimes that will be experienced by the end-user. Any downtime will be kept to a minimum however due to the nature of the provision process a certain level of service outage is unavoidable. The timings listed below are approximate and are the best estimates that can be given prior to experience being gained from actual live orders. 18/04/2018 Version

165 Product Task Downtime POTS / SB-WLR 1. Jumpering at the exchange 2. Jumpering at the cabinet 3. Installation of new NTU Approx. 5 mins Approx. 2 mins Approx. 5 mins Broadband Jumpering at exchange until reconnection at NTU Approx. 2 hrs NOTE: Service downtimes constitute only part of the full install duration. As open eir will make every effort to reduce the service downtime the full install will be of a longer duration than the downtime experienced by the end-user. 3. RAP NTU Installations Overview 3.1 NTU Installation Scenarios The end-user installation scenarios will mirror the product offering scenarios above. An overview of each of the two installation scenarios is detailed below: 3.2 Scenario 1 - Operator technician replaces the NTU FTTC Only Scenario FTTC FTTH Data EXT from open eir 1 eircom technician completes jumpering at exchange / cabinet. Operator technician installs the NTU and effectively completes RAP product Yes No N/A 1. Standard Appointments - Flexible AM (9:00 to 13:30), Flexible PM (12:30 to 17:00) 2. Operator will be provided by a stock of NTUs by open eir (see Section 2.4) 3. Prior to the appointment the end-user shall be informed by their Operator that their service will be disconnected for approximately 3hrs 4. From a customer service perspective Operators shall confirm the appointment with the enduser on the working day prior to the appointment. This provides the Operator with the ability 18/04/2018 Version

166 to cancel if the end-user is not available. If no cancel order is received on the working day prior to the appointment it is assumed by open eir that the end-user is ready to go 5. An appointment can be rescheduled on the UG without charge, on the working day prior to the original appointment 6. In general open eir will jumper in the exchange and cabinet early within the appointment window. This will enable VDSL service to the end-user home 7. Once open eir completes the jumper at the exchange and cabinet the RAP order is deemed completed and the open eir systems will be updated to reflect this 8. The Operator technician is responsible for installing the NTU splitter in the home to the workmanship standard. See NGA Technical Handbook for the NTU Installation Guide 9. The Operator shall test the service at the NTU to ensure that all services, where appropriate, are working after the NTU Splitter has been installed e.g. alarms, POTS etc. 10. In the event that the Operator Technician cannot gain entry into the premises it will be the responsibility of the Operator to organise a new appointment independent of open eir, to ensure the RAP product is completed as ordered 11. If an end user wants their previous service to be re-instated/restored then a new order needs to be logged on the UG and follow the standard migration process 3.3 Scenario 2 - open eir technician installs the FTTC NTU splitter (may additionally include installation of data port extension) FTTC Scenario FTTC FTTH Data Ext. from open eir 2 open eir technician completes at exchange and cabinet. open eir technician installs the NTU and completes RAP product. open eir technician installs Data Port extension only if ordered by operators or the end-user as part of the RAP order Yes N/A Yes 1. Standard Appointments - Flexible AM (9:00 to 13:30), Flexible PM (12:30 to 16:30) 2. The sequencing of the provision will initially involve an open eir technician visiting the exchange and/or cabinet followed by a visit to the end-user premises for the installation of the NTU 3. Operators shall confirm the appointment with the end end-user on the day prior to the appointment. This provides the Operator with the ability to cancel if the end-user is not available. If no cancel order is received on the working day prior to the appointment it is assumed that the end-user is ready to go 18/04/2018 Version

167 4. An appointment can be rescheduled on the UG without charge, on the working day prior to the original appointment 5. Prior to the appointment the end-user will be informed by their Operator that their service will be disconnected for a period while the installation is in progress 6. open eir technician will ring the contact number supplied before the start of appointment to notify them that they are commencing work and will need to gain access 7. If no reply open eir technician visits the end- -user is unavailable the technician will leave a calling card and refer the order as end-user not available (existing service left in place) 8. The end-user will be informed that it may take 3 hrs for the installation to be completed and service will be down for the duration of the install 9. open eir technician will complete the wiring work in the exchange and then extend the VDSL connection at the cabinet into the end- 10. At the end-user site the open eir technician will install the NTU Splitter as per the workmanship standard in the NGA Technical Handbook. 11. The FTTC data port extension should be ordered on the UG when the operator places an order 12. The FTTC data port extension is considered to be part of internal wiring and is owned by the end-user after installation is complete. The RAP demarcation point is the NTU. open eir will not be responsible for maintenance beyond the NTU demarcation point 13. The open eir technician will only tack the extension wiring on to a wall or skirting board and will not put cable under carpet or floor. Minimal drilling through door frames etc. may carried out with end-user permission. 14. The Operator shall inform the end-user that they will be required to know where they want the FTTC data port extension and inform them that they must have any furniture moved in advance to give a clear working path to the technician 15. The FTTC data port extension end socket will be fixed to a solid structure 16. The open eir technician will test the installation to ensure that NGA broadband and if applicable POTS, is working using their Field Test equipment 18/04/2018 Version

168 3.4 Scenario 3 open eir technician installs the ONT (may include installation of data port extension) FTTH Scenario FTTC FTTH Data Ext. from open eir 3 open eir technician completes at exchange and cabinet. open eir technician installs the ONT and completes RAP product. open eir technician installs Data Port extension only if ordered by operators or the end-user as part of the RAP order N/A Yes Yes 1. As per section 3.3 Steps 1 to 7 above. 2. open eir technician will complete the work in the exchange and then extend the Fibre connection to the end- 3. open eir technician will install the ONT as per installation standard for the ONT 4. Location decision will be driven by the cable entry point and power availability 5. A suitably located power point shall be supplied by the end-user 6. A pre-terminated fibre patch cord usually of 1m length is used to connect the Optical Distribution Point (ODP) to the ONT 7. If ordered at the front end or by the end-user the open eir technician will install the FTTH data port extension up to 30m from the NTU that may be nearer a power socket or more convenient to end user in some way (open eir will not be extending the ONT into the premises) 8. The FTTH data port extension should be requested up front when the operator places an order 9. The open eir technician will only tack the extension cable on to a wall and will not put cable under carpet or floor 10. The FTTH data port extension is considered to be part of internal wiring and is owned by the end-user after that - the RAP demarcation point is the ONT. open eir will not be responsible for maintenance for any equipment or internal wiring beyond the ONT demarcation point 11. The Operator must inform the end-user that they will be required to know where they want the FTTH data port extension and inform them that they must have any furniture moved in advance to give a clear working path to the technician 12. The FTTH data port extension end termination will be fixed to a solid structure 13. The open eir technician with test the installation to ensure it s working using their Test equipment 18/04/2018 Version

169 4. Internal Wiring Scenarios This section looks at internal wiring considerations for NGA. Six sample Scenarios are considered: 1) FTTC: VUA/Bitstream Plus POTS-Based Product Replacing Master Socket with NTU 2) FTTC: VUA/ Bitstream Plus POTS-Based Product Data port extension 3) FTTC: VUA/ Bitstream Plus Standalone Product Replacing Master Socket with NTU 4) FTTC: VUA/Bitstream Plus Standalone Product Data port extension 5) FTTH: VUA/Bitstream Plus Standalone Product - Installation of ONT 6) FTTH: VUA/Bitstream Plus Standalone Product with Location of ONT Data port extension 4.1 Scenario 1 FTTC: VUA/Bitstream Plus POTS-Based Product Replacing Master Socket with NTU Figure 25: Scenario 1 NGA enabled at current NTU location Scenario 1 Components NTU is the network demarcation point The Existing POTS service will be facilitated by connection of POTS Internal wiring to POTS block on NTU end-user Connection Unit Internal wiring will be reconnected to the NTU If no internal POTS wiring required the existing phone can be plugged in to the RJ-11 socket of NTU NGA VUA / Bitstream Plus service connected via NTU 18/04/2018 Version

170 Existing Alarms will be connected to Alarm Block at rear of Customer Connection Unit (CCU) on NTU NTU Base of NTU Rear of Faceplate Figure 26: Dual Interface Copper NTU 4.2 Scenario 2 FTTC: VUA/Bitstream Plus POTS-Based Product Data port extension Figure 27: Scenario 2 FTTC data port extension Scenario 2 Components NTU is the network demarcation point The Existing POTS service will be facilitated by connection of POTS Internal wiring to POTS block on NTU end-user Connection Unit If no internal POTS wiring in existence then the phone can be plugged in to RJ-11 socket of NTU NGA VUA / Bitstream Plus service has been extended by a single FTTC data port extension 18/04/2018 Version

171 Existing Alarms will be connected to Alarm Block at rear of CCU on NTU 4.3 Scenario 3 FTTC: VUA/Bitstream Plus Standalone Product Replacing Master Socket with NTU Figure 28: Scenario 3 NGA enabled at current NTU location Scenario 3 Components NTU is the network demarcation point Responsibility for internal wiring and alarms will be with the Operator open eir demarcation point rk 18/04/2018 Version

172 4.4 Scenario 4 FTTC: VUA/Bitstream Plus Standalone Product with Location of NTU Data port extension Figure 29: Scenario 4 FTTC data port extension Scenario 4 Components NTU is the network demarcation point NGA VUA / Bitstream Plus service has been extended to a single data port extension Responsibility for internal wiring and alarms will be with the Operator 18/04/2018 Version

173 4.5 Scenario 5 FTTH: VUA/Bitstream Plus Standalone Product with Location of ONT Figure 30: Scenario 5 NGA enabled at current ONT location Scenario 5 Components ONT is the network demarcation point The POTS service can be facilitated using the existing copper infrastructure into the home. Not contained in the diagram in Figure 7 below The ONT is connected to the ODP as shown in Figure 31 below A pre-terminated fibre patch cord usually of 1m length is used to connect the Optical Distribution Point (ODP) to the ONT Power for the ONT will be supplied by the end-user NGA VUA / Bitstream Plus service connected via ONT Responsibility for internal wiring and alarms will be with the Operator 18/04/2018 Version

174 For Display purposes only Is the problem caused by other CPE? [TR069] Yes Is the ONT Eth port active? Figure 31: FTTH Installation at End-user premises 18/04/2018 Version

175 4.6 Scenario 6 FTTH: VUA/Bitstream Plus Standalone Product Data port extension Figure 32: Scenario 6 FTTH data port extension Scenario 6 Components ONT is the network demarcation point The POTS service can be facilitated using the existing copper infrastructure into the home. Not contained in the diagram in Figure 32 A pre-terminated fibre patch cord usually of 1m length is used to connect the Optical Distribution Point (ODP) to the ONT Power for the ONT will be supplied by the end-user NGA VUA / Bitstream Plus service has been extended to a single FTTH data port extension Responsibility for internal wiring and alarms will be with the Operator 18/04/2018 Version

176 5. Data port extension Overview FTTC Data port extension The FTTC data port extension cable will be a 4-wire cable, with extensive twisting (equivalent to Cat5 -wire internal cable equipment. That cable will be terminated at both ends by means of a JACKS MODULAR NO.2S socket. Connections between JACKS MODULAR NO.2S sockets and NTU+splitter or modem will be made by means of 4-wire modular line cord terminated with RJ-11 plugs. Using appropriate cable, the FTTC data port extension cable may be installed internally or externally, depending on End-Users Premises. such data port extensions be made on-site by taking suitable cable from a reel/coil/drum, cutting to length, and terminating both ends. Figure 33 FTTC Data Port Extension 18/04/2018 Version

177 FTTH data port extension The FTTH data port extension cable will be required to carry Ethernet, so at a minimum a 4-pair Cat 5 cable is required (see Figure 1 below). The minimum the data port extension socket should offer is a Cat5 cable termination facility at back (for 8 wires, in a pre-determined sequence) and a socket at front (see Figure 2 below). The components to be: 4 pair (Cat5) cable suitable for extending the broadband signal for a distance of up to 30m Standard connectors crimped on, on site The cable will be installed internally or externally Cat5E socket Figure 34: FTTH Cat5 4-Pair Cable Data Port Extension Completion Notification In the Order Completion Notification on the UG the details of the Data Port Extension order is outlined under Additional services. There are a number of combinations shown below indicating how the DPE was ordered and delivered. 1). If the Operator orders one DPE as part of order then format is as follows: <Additional Services> <Service Code> : MSRDPE 18/04/2018 Version

178 <Quantity Ordered> : 1 <Quantity Delivered> : 1 2). If the Operator did not order a DPE but it is delivered on site then format is as follows: <Additional Services> <Service Code> : MSRDPE <Quantity Ordered> : 0 <Quantity Delivered> : 1 3). If the Operator did order a DPE but it is not delivered (or charged) on site then format is as follows: <Additional Services> <Service Code> : MSRDPE <Quantity Ordered> : 1 <Quantity Delivered> : 0 18/04/2018 Version

179 6. NTU Order Form 18/04/2018 Version

180 Appendix 13 NTU Installation Guide Introduction The purpose of this document is to provide Operators with wiring guidelines for the installation of a dual interface NTU (Network Terminating Unit) in an End-User premises in order to facilitate the delivery of NGA VUA and Bitstream Plus services. NGA VUA or Bitstream Plus connection may be POTS-Based (PB) or Standalone (SA) and the dual interface NTU will be used in both scenarios. The section of the IPM covers the following items of interest to the nstaller and assumes a level of capability considered appropriate to End-User premises installation. The open eir dual Interface NTU provided incorporates a splitter and supports the provision of both a VDSL2 and a POTS connection over the same copper pair as required. It will also support the provision of a VDSL2 connection on its own. Note: - incorporation of VoIP into the internal wiring is outside the scope of this document and is not covered. The NTU is the demarcation point 29 between the open eir open eir and the Operator/End- -Users Premises Equipment). An RJ11 interface is provided for POTS and an RJ45 is provided for VDSL. Connection from the FTTC Cabinet The Dual Interface Copper NTU is a termination which has two interfaces. It supports both broadband (i.e. xdsl) and POTS (i.e. PSTN) on the same copper pair from the exchange/cabinet. This NTU has an internal splitter. This Dual Interface Copper NTU consists of two main portions the NTU main housing & a removable faceplate. If the NTU is surface mounted, an additional wall mounting backbox is used. For the Dual Interface Copper NTU, the NTU main housing, and wall mounting backbox are provided to Operators by open eir using the order form in Appendix 10: NTU 2001 (LINE UNIT WITH ISDN/ALARM CCU) 29 Section 11.5 defines the demarcation point 18/04/2018 Version

181 Figure 35 NTU1: NTU 2001 (LINE UNIT WITH ISDN/ALARM CCU) # the NTU 2001 faceplate is not used for VDSL, the NTU 2001 ADSL SPLITTER is used instead. For the Dual Interface Copper NTU, the faceplate is provided to Operators by open eir: NTU 2001 ADSL SPLITTER. This splitter faceplate may also be referred to as a removable Customer Connection Unit (CCU). Figure 36: DSL and POTS ports on the splitter faceplate Figure 37: Complete Dual Interface Copper NTU 18/04/2018 Version

182 Dual Interface Copper NTU rear connections Figure 38: Dual Interface Copper NTU rear connections The incoming line from the FTTC cabinet is terminated on the L1 and L2 terminals at rear of NTU main housing as shown in Figure 33: Dual Interface Copper NTU rear connections. All internal wiring must be disconnected from the incoming line from the FTTC cabinet to the Dual Interface Copper see Annex A. Installation of NTU The initial installation of the NTU should be at the nearest suitable location to the line entry into the End-Users Premises / house at the same level as the electrical sockets, approx. 450mm above floor, and as close as possible to the There should be no internal extension wiring connected to the line before the point where it is terminated on the NTU. The NTU should always be located in an accessible position. The NTU should be mounted in such a place that only the End-User that is served from it, can access it (or provide access to it). If the location for the NTU is flush mounting, ensure flush box is clean and dry and free from plaster. Remove the packaging from the unit. Remove the customer cover. If the NTU is surface mounted, select two wall mounting holes in the back box. Select a hole in base for network wiring cable entry. Secure the back box with screws and rawlplugs if necessary Route cable through network cable entry point. Strip the cable outer sheath. Connect the exchange line to L1 and L2. (Figure 38) Secure the open eir connection unit to the back box or flush box. 18/04/2018 Version

183 POTS with VDSL2 In this scenario POTS / PSTN is provided along with VDSL2 for a VUA or Bitstream Plus (BS+) connection for the NGA national Roll-Out. Use NTU 2001 ADSL SPLITTER, plus NTU main housing and wall mounting backbox from NTU 2001 (LINE UNIT WITH ISDN/ALARM CCU). The splitter in the Dual Interface Copper NTU isolates the POTS from the DSL, and the POTS is available as normal through the NTU splitter faceplate. The alarm wiring and internal POTS distribution are taken off the splitter faceplate. Figure 39: Wiring diagram for POTS + VDSL2 Scenario Figure 40: Wiring of rear of splitter faceplate (central splitter) block as shown in Figure 6, and cutting the resistors as indicated, connects the alarm so it will have priority on the POTS line in the event of an outgoing call by the alarm unit. ent 18/04/2018 Version