Best practice guidance

All-IP Programme

Consumer Switching (pre EECC)

Industry best practice guide – Consumer switching (PDF, 413.4 KB)
Last updated: 29 September 2021

Appendix G – NoT E2E Process Swimlanes (PDF, 116.7 KB)
Last updated: 29 September 2021

Best practice guide – WLTs migrations ELT avoidance (PDF, 398.6 KB)
Last updated: 29 September 2021

Best practice guide – Supplier of last resort – Industry process (PDF, 749.1 KB)
Last updated: 29 September 2021

Industry code of practice – Special service restoration (PDF, 209.5 KB)
Last updated: 29 September 2021

Industry guide to Cancel Other (PDF, 146.5 KB)
Last updated: 29 September 2021

Industry guide to selling compliantly (PDF, 117.1 KB)
Last updated: 29 September 2021

Openreach Cancel Other expedite process – Flow chart (PDF, 126.3 KB)
Last updated: 29 September 2021

Openreach Cancel Other expedite process – Steps (PDF, 233.5 KB)
Last updated: 29 September 2021

BTW Cancel Other and Urgent Service Restoration processes – CP process (PDF, 543.0 KB)
Last updated: 29 September 2021

Number Portability Industry Documents

Number Port Service Establishment (PDF, 338.0 KB)
Last updated: 2 February 2021

App B1 – GNP Planning Request Form (DOC, 20.5 KB)
Last updated: 2 March 2021
App B2 – GNP Switch Types (DOC, 20.0 KB)
Last updated: 2 March 2021
App B3 – GNP SE & M Issues (DOC, 20.5 KB)
Last updated: 2 March 2021
App B4 – GNP Generic FTP Input (XLS, 24.5 KB)
Last updated: 2 March 2021
App B5 – GNP FTP Process (DOC, 48.5 KB)
Last updated: 2 March 2021
App B6 – GNP PoD Process (DOC, 27.5 KB)
Last updated: 2 March 2021
App B7 – GNP-HLSD (DOC, 174.5 KB)
Last updated: 2 March 2021
App B8 – GNP PDI (XLS, 71.0 KB)
Last updated: 2 March 2021
App B9 – GNP PNI (XLS, 38.0 KB)
Last updated: 2 March 2021
App B10 – GNP Guidance Notes for completing SE Certificate (DOC, 37.0 KB)
Last updated: 2 March 2021
App B11 – GNP SE Certificate (DOC, 34.0 KB)
Last updated: 2 March 2021
App A – NGNP Establishment Request Form (PE) (DOCX, 21.7 KB)
Last updated: 2 March 2021
App B – NGNP Contact Register Form (PC) (DOCX, 22.3 KB)
Last updated: 2 March 2021
App C – NGNP Planning Form (PP) (DOCX, 22.0 KB)
Last updated: 2 March 2021
App D – NGNP Order Forecast Form (PG) (DOCX, 22.1 KB)
Last updated: 2 March 2021
App E – NGNP Order Form (PO) (XLSX, 36.6 KB)
Last updated: 2 March 2021
App F – NGNP Order Form (DOCX, 23.8 KB)
Last updated: 2 March 2021
App G – NGNP – Bulk Port Order Form (PB) (XLSX, 40.6 KB)
Last updated: 2 March 2021
App H – NGNP – Porting Failure Form (PF) (DOCX, 23.1 KB)
Last updated: 2 March 2021
App J – NGNP – PAP Form (PA) (DOCX, 21.7 KB)
Last updated: 2 March 2021
App K – NGNP Certificate – Engineering Testing (DOCX, 34.9 KB)
Last updated: 2 March 2021
App L – NGNP Certificate – ORT (DOCX, 35.0 KB)
Last updated: 2 March 2021
App M – New CLoA (Customer Letter of Authorisation) (DOCX, 21.2 KB)
Last updated: 2 March 2021
App N – NGNP Industry Agreed SLAs (DOCX, 21.0 KB)
Last updated: 2 March 2021
App P – NGNP Service Establishment Test Schedule (DOCX, 76.5 KB)
Last updated: 2 March 2021
App R – NGNP SE ORT-Test Matrix (DOCX, 47.9 KB)
Last updated: 2 March 2021

Number Port Provisioning – Core Processes (PDF, 766.7 KB)
Last updated: 2 February 2021

App G1 – GNP Contacts Register (PDF, 81.3 KB)
Last updated: 2 March 2021
App G2 – GNP Number Port Order Template (NPOR) (XLS, 37.5 KB)
Last updated: 7 September 2021
App G3 – GNP S/L – Order Rejection Codes (PDF, 92.7 KB)
Last updated: 2 March 2021
App G4 – GNP Process Automation – EDI Spec (PDF, 440.2 KB).
Last updated: 2 March 2021
App G5 – GNP Sub-port CSV Template & Specification (PDF, 252.9 KB)
Last updated: 2 March 2021
App G6 – GNP M/L – Order Rejection Codes (PDF, 95.1 KB)
Last updated: 2 March 2021
App G7 – GNP Disputed Ownership of a Number – Best Practice Guide (PDF, 197.2 KB)
Last updated: 2 March 2021
App G8 – GNP Multiline Activations-Batch Requests Process (PDF, 187.5 KB)
Last updated: 2 March 2021
App G9 – GNP OOH Port Activations – Process description (PDF, 210.2 KB)
Last updated: 2 March 2021
App G9.1 – Tier 1 CP Contacts Register – OOH Process (XLSX, 14.7 KB)
Last updated: 2 March 2021
App G9.2 – GNP-CP Support times (XLSX, 15.9 KB)
Last updated: 2 March 2021
App G9.3 – GNP OOH-POR Process-Swim Lanes (PDF, 158.1 KB)
Last updated: 2 March 2021
App G9.4 – GNP NPOR (XLS, 38.5 KB)
Last updated: 7 September 2021
App G9.5 – OOH Pre-Order Request (XLSX, 27.5 KB)
Last updated: 2 March 2021
App NG1 – Non-Geographic Number – Rejection Codes (PDF, 102.2 KB)
Last updated: 2 March 2021
App NG2 – Non-Geographic Number Contact Register Form (PC) (PDF, 102.4 KB)
Last updated: 2 March 2021
App NG3 – Non-Geographic Number Portability Order Forecast Form (PG) (PDF, 65.1 KB)
Last updated: 2 March 2021
App NG4 – Non-Geographic Number Portability Order Form (PO) (XLSX, 38.0 KB)
Last updated: 2 March 2021
App NG5 – Notes on Non-Geographic Portability Order Form (PDF, 75.3 KB)
Last updated: 2 March 2021
App NG6 – Non-Geographic Number Portability – Bulk Port Order Form (PB) (XLSX, 40.4 KB)
Last updated: 2 March 2021
App NG7 – Non-Geographic Number Portability – PAP Form (PA) (PDF, 34.9 KB)
Last updated: 2 March 2021

Porting for Business Customers (PDF, 408.4 KB)
Last updated: 12 January 2021

App R1 – BAU and PoV Order Handling Process Schematics (PDF, 503.7 KB)
Last updated: 5 November 2021
App R2 – New CLoA Template (DOCX, 41.1 KB)
Last updated: 12 January 2021
App R3 – PON Email Templates (DOCX, 28.9 KB)
Last updated: 12 January 2021
App R4 – PoV Process Description (PDF, 174.3 KB)
Last updated: 5 November 2021
App R5 – PoV Process Templates (XLSX, 30.3 KB)
Last updated: 25 June 2020
App R6 – PoV Process Consolidated Contacts Register (PDF, 379.1 KB)
Last updated: 9 August 2022

POR Process Description (PDF, 272.5 KB)
Last updated: 15 November 2019

App R1 – POR Alert Email Template (PDF, 116.1 KB)
Last updated: 15 November 2019
App R2 – POR Details Template (PDF, 1.1 MB)
Last updated: 15 November 2019
App R3 – POR Approved-EAP Email Template (PDF, 87.4 KB)
Last updated: 15 November 2019
App R4 – POR Approved GCP Email Template (PDF, 86.2 KB)
Last updated: 15 November 2019
App R5 – Port Override Request – Process Swim Lanes (PDF, 176.2 KB)
Last updated: 15 November 2019
App R6 – Number portability letter to Chair NPESG (PDF, 582.3 KB)
Last updated: 15 November 2019
App R7 – POR Activation Contacts (PDF, 109.6 KB)
Last updated: 15 November 2019
App R8 – POR EAP Contacts (PDF, 99.7 KB)
Last updated: 15 November 2019

GNP E2E Ops Process (PDF, 787.2 KB)
Last updated 19 July 2018

Appendix A – Contacts register (PDF, 81.3 KB)
Last updated 19 May 2014
Appendix B – GNP_NPOR-issue_5-Feb_2013 (PDF, 188.2 KB)
Last updated 19 May 2014
Appendix C – GNP (PDF, 129.2 KB)
Last updated 13 November 2017
Appendix D – Process automation (PDF, 324.5 KB)
Last updated 7 January 2019
Appendix E – Sub-port activations - CSV template and spec (PDF, 252.9 KB)
Last updated 24 March 2014
Appendix F – User handbook for 999 data (PDF, 523.1 KB)
Last updated 4 April 2018
Appendix G – EFF999 issue 2 - April 2013 (PDF, 850.1 KB)
Last updated 4 April 2018
Appendix H – Code of practice for the public emergency call service (PDF, 55.4 KB)
Last updated 4 April 2018
Appendix J – PoV process description (PDF, 261.1 KB)
Last updated 25 November 2016
- Appendix J1 – GNP Multi-Line Order Process-Swim Lanes (PDF, 167.5 KB)
  Last updated 9 May 2016
- Appendix J2 – PoV Process Templates (XLSX, 678.6 KB)
  Last updated 12 May 2017
- Appendix J3 – Consolidated Contacts Register - PoV Process (PDF, 517.6 KB)
  Last updated: 9 August 2022
- Appendix J4 – PoV-Contact Registration Process (PDF, 214.7 KB)
  Last updated 25 November 2016
Appendix K – BPG number ownership dispute resolution (PDF, 443.1 KB)
Last updated 6 October 2014
Appendix L – Multiline DoP activations batch requests process description (PDF, 209.0 KB)
Last updated 6 October 2014
Appendix M – Unacknowledged orders batch request process description (PDF, 192.5 KB)
Last updated 6 October 2014
Appendix N – OOH NP Support - Product Process Description (PDF, 95.1 KB)
Last updated 14 July 2015
- Appendix N1 – Tier 1 CP Contacts Register - OOH Process (XLSX, 13.2 KB)
  Last updated 8 July 2015
- Appendix N2 – GNP-CP Support times (XLSX, 13.4 KB)
  Last updated 19 March 2015
- Appendix N3 – GNP OOH-POR Process-Swim Lanes (PPTX, 608.3 KB)
  Last updated 8 July 2015
- Appendix N4 – GNP NPOR (XLS, 45.0 KB)
  Last updated 3 March 2015
- Appendix N5 – OOH Pre-Order Request (XLSX, 27.5 KB)
  Last updated 21 April 2015

Appendix P – CP Fault Reporting arrangements for LoS Faults
- Appendix P1 – BT reporting process - Service Loss faults (PDF, 266.2 KB)
  Last updated 2 July 2018
- Appendix P2 – Service Loss-OLO Fault Reporting Arrangements (PDF, 165.8 KB)
  Last updated 26 June 2018

Appendix Q – WLR-DDI Block Splitting Process (PDF, 195.2 KB)
Last updated 21 March 2019

NGNP E2E Ops Process (PDF, 867.4 KB)
Last updated 4 April 2018

Appendix A – Non-geographic number portability establishment request form (PE) (DOCX, 21.7 KB)
Last updated 4 April 2018
Appendix B – Non-geographic number contact register form (PC) (DOCX, 22.3 KB)
Last updated 4 April 2018
Appendix C – Non-geographic number portability planning form (PP) (DOCX, 22.0 KB)
Last updated 4 April 2018
Appendix D – Non-geographic number portability order forecast form (PG) (DOCX, 22.1 KB)
Last updated 4 April 2018
Appendix E – Non-geographic number portability order form (PO) (XLSX, 36.6 KB)
Last updated 4 April 2018
Appendix F – Notes on non-geographic portability order form (DOCX, 23.8 KB)
Last updated 4 April 2018
Appendix G – Non geographic number portability – Bulk port order form (PB) (XLSX, 40.6 KB)
Last updated 4 April 2018
Appendix H – Non-geographic number portability – Porting failure form (PF) (DOCX, 23.1 KB)
Last updated 4 April 2018
Appendix J – Non-geographic number portability – PAP form (PA) (DOCX, 21.7 KB)
Last updated 4 April 2018
Appendix K – Non-geographic number portability certificate – Engineering testing (DOCX, 34.9 KB)
Last updated 4 April 2018
Appendix L – Non-geographic number portability certificate – Operational readiness testing (DOCX, 35.0 KB)
Last updated 4 April 2018
Appendix M – Customer letter of authorisation (DOCX, 21.2 KB)
Last updated 4 April 2018
Appendix N – NGNP industry agreed SLAs (DOCX, 21.0 KB)
Last updated 4 April 2018
Appendix P – NGNP service establishment test schedule (DOCX, 76.5 KB)
Last updated 4 April 2018

Passive Infrastructure Access

Provision & Repair Best Practice (Openreach Products)