ICP Rejection tips

Rejected Queues

SOGEA

FTTP

Workflow list

ICP

RejectionsICP Tips and Tricks

This guide is to assist you in rejections and what we can do to try and resolve each scenario

OR/BT could not progress the order

TBA

Historic UPRN

Order cannot progress

Insufficient Minimum Order Date

LQ by Address

Unwilling to supply reason

Invalid Value

TRFS/CRFS dates are unknown

Address is not copper served

Asset not found

TBA

Line Identified is not compatible

Amend order with OHP Service ID

TBA

TBA

Openreach could not progress The order due to unexpected problem

Rejection Message

What can we do/check: check VMJ, HUD, and Sabor for any notes - Sabor said "9543: Please provide a valid HandoverPortServiceId" which looks to have occurred after the routing was updated on the supplier side. This can sometimes be resolved by finding the correct handover port and placing an amend in Sabor however we may need the customer to replace the order from scratch so our portal can determine the correct handover details and resend the order automatically.

For a brand-new order, we can not resolve this issue. The order needs to be cancelled and a note for the customer added to advise: "The supplier order has been rejected due to a port capacity issue in their network. Unfortunately, they do not have a date as to when the capacity issue would be resolved hence why they have rejected the order."

Port available but TRFS/CRFS dates is Unknown

Rejection Message

If it's on-net, get a recent copy of the rejection XML file from sys-dev (less than 7 days) and raise an IT Zone Case on Openbreach attaching the XML file.If it's off-net, we should raise it to Rajesh/Rohit because Zen won't have the XML files.

What we can do/check

UPRN provided is historic, or the UPRN associated with the provided address or service is historic.

Rejection Message

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.
• Activate and surprise your audience.

Create a new layer with all the Genially features.

Bring it to life with an interactive window

Got an idea?

Run an availability check in Enhanced Line Characteristics using the NAD Key and if the site should be able to get SOGEA then raise a Fibre availability query to ask they double check the records and update the status if needed

Requested address is not copper served

Rejection Message

Check the line on ELC - If it has no PCP associated, we can assume it is an Exchange Only (EO) line meaning that SOGEA is unavailable as only ADSL can be ordered from an exchange if FTTP is not currently available. If it is not EO, it may be a records issue so it would be worth raising this as a fibre availability check

What we can do?:

Line Identified is not compatible with the requested service.

Rejection message

Port available but TRFS/CRFS dates is Unknown

Rejection Message

For a brand-new order, we can not resolve this issue. The order needs to be cancelled and a note added for the customer to advise the following: "Our supplier order has been rejected due to a port capacity issue in their network. Unfortunately, they do not have a date as to when the capacity issue would be resolved hence why they have rejected/cancelled the order. Apologies for any issues this may cause."

Check status of the asset in Enhanced Line Characteristic and SI Portal.Iif it’s a working line then replace order manually. If it still says asset not found then an ORDI would be needed.

Asset not found for C00000xxxxxxx

Rejection Message

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.
• Activate and surprise your audience.

Create a new layer with all the Genially features.

Bring it to life with an interactive window

Got an idea?

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.
• Activate and surprise your audience.

Create a new layer with all the Genially features.

Bring it to life with an interactive window

Got an idea?

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.
• Activate and surprise your audience.

Create a new layer with all the Genially features.

Bring it to life with an interactive window

Got an idea?

Check the supplier's portals for more detailed notes (VMJ, HUD, BTW).If the note there is unclear or needs more information, raise a live chat to see why order was cancelled/rejected

What we can do/check

Unwilling to supply reason

Rejection Message

Check VMJ, HUD and Sabor for any notes - Sabor said "9543 : Please provide a valid HandoverPortServiceId" which looks to have occurred after the routing was updated on the supliers side. This can sometimes be resolved by finding the correct handover port and placing an amend in Sabor however we may need the customer to replace the order from scratch so our portal can determine the correct handover details and resend the order automatically.

Openreach could not progress The order due to unexpected problem

Rejection Message

On-net - Fibre queryOff-net - The BTWS Cable Link isn't ready, we will need to try place the order manually to capture the error message on a screenshot and then email it to Rajesh to ask for investiogation into the reason for the rejection.

What we can do/check:

LQ by Address :XXXX XXX At postcode:XXXX XXX:MLC rejected the request: The PostCode is not recognised [NoOfExchanges : 0]

Rejection Message

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.
• Activate and surprise your audience.

Create a new layer with all the Genially features.

Bring it to life with an interactive window

Got an idea?

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.
• Activate and surprise your audience.

Create a new layer with all the Genially features.

Bring it to life with an interactive window

Got an idea?

We can check the postcode is present and matches the postcode of the associated CLI by running pre-sales

What we can do/check:

Invalid value [XXX XXX] for field [Postcode]

Rejection Message

Add the required details, place it manually with supplier, or ensure the silver address key and district code are populated

Order cannot be progressed as none of the following were present on the order: Installation DN or Access Line ID or Service Line ID or NAD Key

Rejection Message

Rejection Message

Amend order with OHP Service ID not received within the permitted time.

What we can do:Check Enterprise Reports to ensure that the Handover Port, the Outer tag and the L2S ID are correct. Cross reference with ELC and once checked, we can resend the order

Use the "Change" button select the correct visit type (standard or premium) from the drop down, select the earliest slot, then resend the order via the "action order" button

What we can do:

Insufficient Minimum Order Date

Rejection Reason