Tracking your BTnet order

Within your order details you’ll be able to see:

• Your order details.
• The status of your order.
• The date your order was placed.
• The estimated service start date.

Within you order details you can see the real time notes from our agents on your order. You can also see a full overview of every single stage of your job and the planned schedule so that you can quickly see your order’s progression through the different stages. There’s everything you need to keep track and on top of your order.

If you’re having issues trying to find your order, please use the form below to get in touch with us.

Here’s a description of the different types of service available:

Standard

Customer sites are provided with a single access bearer. By default, this indicates no resilience connection option is required.

Failover

This is a complete backup solution that has two diverse connections to the Internet. The connections are symmetrical and the primary and secondary services are identical in terms of access bearer and port speed. It’s a resilient, high-quality service as the failover path has the same bandwidth as the primary.

The service has a primary and standby mode with only one active path sending and receiving traffic, normally the primary. If something goes wrong, traffic automatically switches over to the failover path within a minute.

Load Balancing

This provides two active links for simultaneous use but with the added ability to provide resilience if one link fails. Load balancing is provided by customers specifying the routing preference of a set number of IP addresses over each individual link.

It doesn’t provide a dynamic load sharing solution, so in the event of a link failing, the second link will route traffic to the IP address block normally served by the failed link. The link’s performance is determined by the bandwidth available on the active link and the amount of traffic being sent over it.

Backup

This is a flexible resilience solution that provides two connections to the Internet. The connections are asymmetrical, so the primary and secondary services have a different access bearer size and port speed, with the ability to offer a lower cost secondary circuit.

As it uses a smaller backup link though, it’s cheaper and has a lower throughout internet service for internet traffic if the primary link fails. This service option also lacks the levels of diversity and seclusion that you can get from the Failover and Load balancing services.

BGP4

Border Gateway Protocol Number 4 (BGP4) uses a dynamic routing protocol to control routing preferences. BGP4 allows you to implement a user driven resilience solution using multiple standard services or implement a multi-homing solution using multiple ISPs to provide your Internet access.

What is a wayleave?

To deliver your service, we sometimes have to cross land owned by a 3rd party. Or if you’re renting premises, we might need to get permission from the landlord to route the service in the building. To do this, we agree a contract between the landlord and ourselves called a wayleave.

As part of the Openreach planner’s survey they’ll work to understand all the wayleave issues and factor these in when forecasting your delivery date.

How can I help resolve a wayleave request?

For first party wayleave the earlier the landlord is involved the less chance of delay. It’s worth checking your tenancy agreement as this may negate the need for first party wayleave.

For third party wayleave, the planner will try and avoid it if they can as agreements can be protracted, so you may be asked to consider alternative routing into your building. 

What happens if wayleave is denied

In this happens our planners will consider alternative routing or a different method of delivery. We may have to apply a compulsory wayleave if there are no other options and if we have the legal right to do so.

What are excess construction charges (ECC)?

These are additional charges on top of normal connection charges. These may be applied if we have to provide additional infrastructure to that normally supplied. This could be:

• Provision to a new location within your building.
• If current capacity needs to be increased.

We’ll let you know about any excess construction charges and work won’t progress until you’ve agreed to them.

Why do you need permission to dig?

To provide your service we sometimes need to dig on your site to provide new ducting and feeds into the building.

What are pinch points?

If you’ve ordered a resilient circuit, our planners will try and provide the two services via separate routing to your premises. However, this isn’t always possible, and we sometimes need to route your services via the same exchange — these are called pinch points. 

Openreach only guarantee fibre separacy, so they’ll ensure fibres aren’t in the same cable. But separacy on duct and any other point along the route isn’t guaranteed. Sometimes this is possible but other times it may be subject to excess construction charges. The planner will confirm this as part of any new resilient deliveries.

I’ve specific routing requirements - will this impact delivery of my order?

Our planners will route your service in the most cost effective and efficient way. Specific routing requirements may take longer to provide and could incur extra charges.

How can I arrange access to the asbestos register?

Your building owner or landlord holds the asbestos register. It’s a legal document that they have to make available to you.

What are RAMS and SSRAMS?

RAMS (risk assessment and method statement) and SSRAMS (site specific risk assessment and method statement) are health and safety risk assessments carried out by our contractor, Openreach.

RAMS is a standard risk assessment provided by Openreach. It’s free of charge and gives details on the work they’ll need to do on site. You can find it on the Openreach website using your Openreach username and password.

SSRAMS is a site-specific and the risk assessment carried out by an Openreach surveyor. They’ll visit the site to carry out a risk assessment and complete a report detailing how the work will be carried out. There’s a charge for this based on how long the assessment will take and you’ll need to agree the cost before the survey can take place.

1st Party Wayleave — If the end site of a circuit requires a Wayleave for Openreach to complete work on the premises this is classed as a 1st Party Wayleave.

3rd Party Wayleave — If Openreach need to complete work on the property of a third party to supply the service, it’s classed as a 3rd Party Wayleave. Like if a duct needed to be installed on a neighbouring property to deliver the service.

CCD — Customer Commitment Date.

CDD — Contractual Delivery Date.

ECC — Excess Construction Charges.

ECD — Estimated Completion Date.

CP — Communications Provider.

CPE — Customer Premises Equipment, any equipment and wiring not belonging to Openreach.

CRD — Customer Required by Date.

EAD — Ethernet Access Direct.

FTTC — Fibre to the Cabinet.

FTTP — Fibre to the Premises.

GEA — Generic Ethernet Access.

OH — Over Head Cabling (over poles).