Once an order has been placed with a supplier, future updates on the order will come via KCI (Keep Customer Informed) updates. KCIs will have a reason e.g. order has been updated, milestone was reached, etc) and in some cases will represent a problem or delay.
Where there is a problem or delay to an order, the problem will be stated in the KCI from a standardised set of problem codes. Depending on the situation and accompanying KCI, the code will be:
- For information only
- Reason for the order being cancelled
- Reason for the order being delayed
- Reason why a reappoint is required for the order
| Problem Code | Example Text | Cancel | Delay | Inform | Reappoint |
|---|---|---|---|---|---|
| ACCESS_ISSUE | Could not access property | ☑ | ☑ | ☐ | ☑ |
| ACTIVATION_FAILED | Failed to activate the service | ☑ | ☑ | ☐ | ☑ |
| ADDITIONAL_WORK | Additional work has been identified or work is ongoing | ☑ | ☑ | ☐ | ☑ |
| APPOINTMENT_NOT_REQUIRED | Appointment booked but not needed | ☐ | ☐ | ☑ | ☐ |
| CAPACITY_ISSUE | No fibre route or insufficient capacity | ☑ | ☐ | ☐ | ☐ |
| COST_ISSUE | ECC/TRC band is not sufficient to complete work | ☑ | ☐ | ☑ | ☐ |
| CUSTOMER_CHANGED_MIND | Sales query or customer cancelled | ☑ | ☐ | ☐ | ☑ |
| FAULT_AT_NODE | Fault between Toby and Node | ☑ | ☑ | ☑ | ☑ |
| FAULT_AT_ONT | Fault between Toby and ONT | ☑ | ☑ | ☑ | ☑ |
| FAULT_AT_POP | Fault between Node and POP | ☑ | ☑ | ☑ | ☑ |
| INFORMATION_REQUIRED | Awaiting information from tenant/customer | ☐ | ☑ | ☑ | ☐ |
| INSTALL_FAILED | Failed to install service | ☑ | ☑ | ☐ | ☑ |
| INVALID_REQUEST | Order or amendment/cancellation was invalid and could not be fulfilled | ☑ | ☑ | ☐ | ☑ |
| LINKED_ORDER_ISSUE | Provision of a linked order has an issue | ☑ | ☑ | ☐ | ☑ |
| NETWORK_ISSUE | Resolving network issue | ☑ | ☑ | ☑ | ☑ |
| NETWORK_UNAVAILABLE | Selected ENNI/VLAN not available | ☑ | ☑ | ☐ | ☑ |
| NO_LONGER_REQUIRED | Service no longer required | ☑ | ☐ | ☐ | ☐ |
| OTHER | Other codes do not apply - text and/or supplier code must be provided | ☑ | ☑ | ☑ | ☑ |
| PARTIAL_INSTALL | Engineer tasks have failed or are not possible/required to complete | ☐ | ☐ | ☑ | ☐ |
| PLANNING_ISSUE | An issue or delay preventing the work from starting | ☑ | ☑ | ☐ | ☑ |
| PROPERTY_UNOCCUPIED | Could not access property - unoccupied | ☑ | ☑ | ☐ | ☑ |
| ROUTER_NOT_AVAILABLE | Router had not arrived so could not be installed | ☐ | ☐ | ☑ | ☑ |
| SITE_UNSAFE | Site unsafe | ☑ | ☑ | ☐ | ☑ |
| SUPPLIER_FAULT | Unforeseen circumstances or supplier issue | ☐ | ☑ | ☑ | ☑ |
| SURVEY_REQUIRED | Survey required or underway | ☐ | ☑ | ☑ | ☑ |
| TIMED_OUT | Order timed out | ☑ | ☐ | ☐ | ☐ |
| UNABLE_TO_ATTEND | Supplier was unable to attend | ☐ | ☑ | ☐ | ☑ |
| UNKNOWN_FAULT | Unknown fault being investigated | ☐ | ☑ | ☑ | ☑ |
| WAYLEAVE_ISSUE | Unexpected wayleave issue | ☑ | ☑ | ☑ | ☑ |
Where appropriate the KCI will also include a textual message to provide additional context.
The supplier may also return their own reason or problem code - this may be required for support or contractual reasons.