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ICP Rejection tips
Conor Hickey
Created on December 19, 2023
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Transcript
TBA
TBA
Amend order with OHP Service ID
Line Identified is not compatible
TBA
Asset not found
Address is not copper served
TRFS/CRFS dates are unknown
Invalid Value
Unwilling to supply reason
LQ by Address
Insufficient Minimum Order Date
Order cannot progress
Historic UPRN
TBA
OR/BT could not progress the order
This guide is to assist you in rejections and what we can do to try and resolve each scenario
Rejections ICP Tips and Tricks
ICP
Workflow list
FTTP
SOGEA
Rejected Queues
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.
Rejection Message
Openreach could not progress The order due to unexpected problem
Rejection Message
Port available but TRFS/CRFS dates is Unknown
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."
Rejection Message
UPRN provided is historic, or the UPRN associated with the provided address or service is historic.
What we can do/check
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.
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Rejection Message
Requested address is not copper served
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
Rejection message
Line Identified is not compatible with the requested service.
What we can do?:
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
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."
Rejection Message
Port available but TRFS/CRFS dates is Unknown
Rejection Message
Asset not found for C00000xxxxxxx
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.
Got an idea?
Bring it to life with an interactive window
Create a new layer with all the Genially features.
- 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.
Got an idea?
Bring it to life with an interactive window
Create a new layer with all the Genially features.
- 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.
Got an idea?
Bring it to life with an interactive window
Create a new layer with all the Genially features.
- 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.
Rejection Message
Unwilling to supply reason
What we can do/check
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
Rejection Message
Openreach could not progress The order due to unexpected problem
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.
Rejection Message
LQ by Address :XXXX XXX At postcode:XXXX XXX:MLC rejected the request: The PostCode is not recognised [NoOfExchanges : 0]
What we can do/check:
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.
Got an idea?
Bring it to life with an interactive window
Create a new layer with all the Genially features.
- 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.
Got an idea?
Bring it to life with an interactive window
Create a new layer with all the Genially features.
- 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.
Rejection Message
Invalid value [XXX XXX] for field [Postcode]
What we can do/check:
We can check the postcode is present and matches the postcode of the associated CLI by running pre-sales
Rejection Message
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
Add the required details, place it manually with supplier, or ensure the silver address key and district code are populated
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
Amend order with OHP Service ID not received within the permitted time.
Rejection Message
Rejection Reason
Insufficient Minimum Order Date
What we can do:
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