Things to consider when placing a new order for a SoGEA or FTTP connection

When placing a new order for a SoGEA (single order generic ethernet access ) or FTTP (fibre to the premises) connection for an existing or new customer, this guide outlines the factors to consider.

• Find out the customer’s current product and contractual position with their provider.
  • Are they in contract? 
    • If yes, advise that they will have contract remainder fees when the circuit is migrated.
    • If not, go ahead and place the order.
• Use the Availability check in Metis to find out in advance what products can be delivered to the customer’s address.
  • You’ll need the customer’s Address and postcode
  • The products available will generally be as follows:
    • SOGEA products (these are connectivity products up to a maximum speed of 80Mbps and, like FTTC, are a combination of fibre and copper, with the last mile delivered via copper) Unlike FTTC, they do not require that you provide and pay for the physical phone line. It’s all taken care of within the product.
    • FTTP products (end-to-end fibre products), and if they are available at the customer location, we advise that this is the product of choice. They can deliver speed up to a maximum of 1Gbps
    • If neither of these products is available, the customer will be in a location where ADSL/ADSL2+ are the only options. These are the bottom end of connectivity in the UK.
• Is this a new connection or the migration of an existing service?
  • If it is a new connection, place an order via Metis. See this guide on placing an order
  • Order the associated equipment via the equipment portal
• If this is a migration, you will need this information
  • Address and Postcode that the service is delivered to 
  • Current connectivity product
    • If the current connectivity product is FTTC (Fibre to the cabinet), then two products deliver this.
      • The copper phone line (WLR). 
      • The FTTC product is delivered via the phone line.
• Does the customer have existing equipment (Router and Switches)
  • If yes, check what services can be handled by their router 
    • Is the router for VDSL (FTTC and SOGEA only)
    • Is the router able to handle FTTP (Ethernet PPPOE)
  • If no, order the product appropriate router via the equipment portal
• If the customer has FTTC, find out if they use the copper phone line
  • Does the customer use the phone line to take calls or publish the number to contact their business?
    • If yes, an integrated number port is required
    • If not, place a migration order for SOGEA or a new order for FTTP.
• Migrating from FTTC to SOGEA or FTTP
  • If the customer’s current product is FTTC, and the new product is SoGEA, and they don’t wish to keep the telephone number, place a SOGEA migration order. In this process, the existing copper line will be cancelled with the current provider, and the customer will not be billed for this.
  • If the customer’s current product is FTTC, and the new product is SoGEA, and they wish to keep the telephone number, then we have to place an order type called an Integrated number port 
    • (This is a new process and can only be completed by Packnet.).
      • In this process, the following happens.
        • The existing service is migrated from FTTC to SoGEA
        • The existing phone number associated with the copper line is migrated from the current provider to Packnet’s VOIP network. The customer will need voip enabled IP handsets to take and make calls at their premises.
  • If the customer’s product is FTTC, and the new product is FTTP, place a new FTTP order and cancel the existing FTTC service and/or WLR line as required.