Best practice guidance

Update on Covid-19 – 11 January 2022

We have now put plans into place to reintroduce some element of face to face meetings where justified. Recognising the benefits of both face to face and online meetings, we are continuing to blend the two approaches.

Please all keep safe and well.

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, 365.0 KB)
Last updated: 11 January 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, 420.5 KB)
  Last updated 25 September 2020
- 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

Best practice guidance

Update on Covid-19 – 11 January 2022

All-IP Programme

Consumer Switching (pre EECC)

Number Portability Industry Documents

Passive Infrastructure Access

Provision & Repair Best Practice (Openreach Products)

Best practice guidance

Update on Covid-19 – 11 January 2022

All-IP Programme

All-IP Programme Information

Consumer Switching (pre EECC)

Consumer switching

MPF Access Line ID (ALID) Help Line

Retailer IDs (RIDs)

Cancel Other

Number Portability Industry Documents

Introduction to Fixed Line Porting in the UK

Number Port Service Establishment

Number Port Provisioning – Core Processes

Ported Numbers – Cessations & Re-patriation

Port desk support arrangements

Emergency Restorations

Service Integrity for ported numbers

Directory services

Emergency Services

WLR DDI Porting – Block Splitting

Porting for Business Customers

POR (Port Override Request) Process

Geographic number porting – process documents

GNP service establishment

Non-geographic number porting – process documents

Passive Infrastructure Access

Pole & Wire General Agreement

Provision & Repair Best Practice (Openreach Products)

WLR and MPF provision

WLR and MPF repair