How To Book An LVRCreated by Glenn Sutton & Simon Ballard v.01

You must use Internet Explorer to process LVR

Requests

First you need the service ID from

SupportalSearch for the

telephone number in Asset

Management

Copy the Service ID as shown

above

Log into www.openreach.co.uk

and load up the OR Siebel option

Once in you will need to select ‘Inventory’

from the headings at the top

Paste the service ID into the service reference section and click ‘Search’

In the ‘View Inventory’ you

need to click the service ID number

Once you have selected the

service ID you need to chose

‘Modify’

Now you are creating the LVR Request –

Paste the service ID in as the order reference. You will need to enter

a description of the work that’s required

Now we need to select the first

desired date for an LVR engineer

Select the date that the customer would like.

Remember that this is only a request at this

point. Click Save.

You do not need to select a time at the

bottom. You will select AM/PM later in the booking process

Once selected you need to choose

the option highlighted

As you have already added a reference number you need to leave the ‘Appointment Reference’ blank

You need to leave appointment preference as AM/PM selecting

anything other than these will either stop an engineer going out or the customer will incur higher charges

Required fields are Name, Telephone Number, Secondary

Contact Number, Site Safety Notes, Special Arrangement Notes and

Access Password

Once this form is completed you need to select ‘Save’

Now that you have completed the site details section we need to tell the engineers what we would like

them to do

You need to leave most of this information as you find it otherwise it may interfere with the booking. You are only interested in the highlighted

area.

If you don’t change ‘CP Requested Site visit’ to ‘Yes’ then no engineer will go to the

property. If anything else is changed on here then the customer and TalkTalk may receive

increased charges with no work being completed

Click ‘Done’

Once done you will get the screen below. Click on ‘Verify

Configuration’. Do NOT just click next or your engineer request will

not be able to proceed

If you are not using IE then you will not see this screen and you will

need to log out and start again in IE

You can click on ‘Close’ once this screen has opened.

You will return to the screen above where you can now choose ‘Next’

Check this screen for all the correct details and once validated you can

submit your request

Your request has now been completed and has been sent to BT to confirm an appointment. You will

need to copy the 1-XXXXXXXX number in the highlighted area

Even though your order has been completed. You still need to click on the BT Reference number

highlighted

From here you can select order journey

Paste the 1-XXXXXXXXX number in BT Reference section

Select the BT Reference number from here

Click on ‘View Components’

Your request should show in ‘Awaiting Confirmation’ this can take up to 3 hours to

confirm

Once your order has been confirmed the ‘Status’ will change to

‘Committed’

Once your order has been confirmed the ‘Status’ will change to

‘Committed’

How To Cancel An LVR

Paste the 1-XXXXXXXXX number in BT Reference section

Select the BT Reference number from here

Click on ‘View Components’

Select the BT Reference number from here

Select the ‘Cancellation Reason’ and select the ‘Cancel All Related

Orders’. Click ‘Submit’

The product screen should be in the status of ‘Cancellation Pending’

Once cancelled successfully you will see the status ‘Cancelled’

How To Amend An LVR

Amending LVR Appointment

Select Service Management & then Service Requests

How to Amend LVR Appointment

Enter cli then select Raise Query

Fill in Relevant boxes and Select Drop Down on Sub

Query Type to Amend

When all relevant fields filled in the select Submit

Questions??

Q. The booking calendar shows from tomorrows dates onwards. Can’t I just The booking calendar shows from tomorrows dates onwards. Can’t I just request this date?request this date?

A. No. The system will work through the days checking both AM and PM slots and book the next available date and time. If you choose tomorrows date it still won’t book an appointment until 1 – 2 weeks in the future.