Business Processes

Business processes

CP Network Investigation Process

Overview

This document describes the business processes for CP Network Investigation Process.

Revisions

S/N / Version / Author / Date / Description
1 / Draft 1 / KnowHow documentation team / 15 August 2011 / KnowHow update

This document has been produced for information purposes only. All services referred to herein are subject to the applicable BT Terms and Conditions.

The content of this publication is subject to change from time to time.

BT maintains that all reasonable care and skill has been used in the compilation of this publication. However, BT shall not be under any liability for loss or damage (including consequential loss) whatsoever or howsoever arising as a result of the use of this publication by the reader, his servants, agents or any third party.

It should be noted that this document supports the bill backup information and the invoice in accordance with the contract is provided separately.

Notice

Openreach maintains that all reasonable care and skill has been used in the compilation of this publication. However, Openreach shall not be under any liability for loss or damage (including consequential loss) whatsoever or howsoever arising as a result of the use of this publication by the reader, his servants, agents or any third party.

Table of Contents

1CP Network Investigation Process

2End User Billing Issues

2.1 Billing Enquiries Advice

3Line Tapping

3.1 Line Tapping Complaints

1CP Network Investigation Process

Openreach will undertake, where reasonably possible;

•To accept or reject a request for a network investigation within 3 working days.

•To analyse each request and advise proposed timescales for resolution (normally 10 working days).

•To take appropriate action, progress and monitor each investigation to conclusion.

•To update and return the network investigation form with the outcome of our investigation to the requesting CP.

2End User Billing Issues

When dealing with billing disputes the CP responsibilities are:

•Handling billing enquiries from the End User.

•Offering advice to End Users on deterring callers from making further calls from End User’s telephone where appropriate.

•Handle any enquires that may occur due to issues with CPs billing process or End User equipment e.g. PBX hacking, dial through fraud, modem hijacking, TV Boxes.

•The responsibility (where necessary) for reporting incidents to the police, remains with the CP or End User.

Advising the End User when further investigation is required

2.1 Billing Enquiries Advice

Call Charges disputed by End Users can be accounted for by a number of different reasons. CPs must ensure that only disputes that are likely to be due to a network problem should be forwarded for further investigation to Openreach. e.g. PBX hacking, dial through fraud and Modem hijacking are fraud /scams committed against the End User and is not attributable to a network problem and therefore not appropriate for further investigation by Openreach.

The majority of disputed call charges can normally be attributed to either:

someone other than the bill payer legitimately making calls or
legitimately called numbers not being recognised by the bill payer or his / her household.

The following questions are recommended for use by CPs to enable both themselves and the End User to distinguish between legitimate call charges, CP billing system errors and network problems. The answers to these questions and End User billing data in excel format, showing calls either side of the period in dispute and highlighting the calls in dispute must be made available to Openreach if and when the CP requests further investigations by Openreach using the Network Investigation Form in the “WLR3 Product Description Associated Forms” zip file which is located here:

Calling history.

Has the End User had calls to the disputed number on previous bills? If the answer is yes, why are they disputing the call now? Time & date details of previous calls may help the End User identify the caller or the number called.

If the customer is new to the CP, they should ask to see copies of their previous bills from the previous supplier – and return to the previous question.

2. Calling Pattern.

Are there any accepted calls in close proximity to the disputed calls? If yes, it suggests there were people in the premises at the time. Who made the other calls? Is it possible they also made the disputed calls?

3. Time Period/Access to the Premises/Telephone Line

Over what period of time are the calls being disputed? If it is a long period of time it is unlikely to be due to a network problem.

Who has access to the premises?
Who had access at that particular time – consider carers / workmen / babysitters / housekeepers / nanny’s / cleaners / salesmen
What are the ages of any children?
Under 10
Early / Late Teens (this age group is more likely to make mobile calls, premium rate calls, internet calls)
Young Adult – (this age group may additionally be more likely to use chat or adult lines).
Were there any visitors at the time?
How many extension points or cordless phones are within the premises?

4. Were there any faults reported immediately before, during or after the period of the

disputed calls?

The disputed calls may have resulted from a known fault. The CP is required to check their records.

5. Type of call

What type of call is in dispute, Voice, Fax or Data? Numbers for data calls are often not recognised.
What equipment is attached to the line?
(e.g. Computer modem, Sky box, emailer & sms capable telephone, alarm, alarm pendant, oil central heating monitor)

6. Value & number of calls in dispute

What is the total value of the calls being disputed? Openreach will not progress and investigation where the total value of the disputed calls is less than £100 unless there is supporting evidence that a network problem exists.
How many individual calls are being queried? Again if only a small number of calls are involved it is unlikely to be due to a network problem.
What calls are being queried – If the calls are not International or Premium Rate calls it is unlikely to be due to a network problem.

CPs requesting further investigation by Openreach must complete the Network Investigation Form in the “WLR3 Product Description Associated Forms” ZIP file which is located here:

CPs should forward the request to the Openreach email address shown in the form.

3Line Tapping

The definition of Line Tapping is the connection of an illicit device or intervention of an End Users line that enables a third party to record or listen to telephone conversations.

When dealing with complaints of line tapping CP responsibilities are:

•Handling enquiries from the End User.

•Offering advice to End Users on possible explanations that would give rise to their concerns.

•The responsibility (where necessary) for reporting incidents to the police, remains with the CP or End User.

•Advising the End User when further investigation is required.

3.1 Line Tapping Complaints

The majority of line tapping complaints can normally be attributed to either:

•Overhearing due to line imbalance or,

•A fault on the network.

CPs must ensure that only disputes that are likely to be due to illicit access of the network should be forwarded for further investigation to Openreach. i.e. Fault reports should be raised where Overhearing or a line fault is thought to be the cause of the problem.

CPs requesting further investigation by Openreach will be required to provide precise reasons and supporting evidence why they believe an End Users line has been compromised and it is recommended that completion of all the relevant sections of the Network Investigation Form in the “WLR3 Product Description Associated Forms” ZIP file, which is located here:

CPs should forward the request to the Openreach email address shown on the form.