Method and Procedure
Field Operations Support MP-2009-08-002/ Issue 10 / Date: 11-01-10
Process Owner: Centralized Operations - Field Operations Support
Information contained in this document is proprietary
Unauthorized disclosure outside CenturyLink Corporation is prohibited
39
16.0
DENIAL/DOWNGRADE PROCESS
If service cannot be provided to the customer and the order must be denied or downgraded, follow the
steps below. Furthermore, the previous service must be reinstalled, if applicable.
If the previous service is to be reinstalled:
If order is Then
N Leave new pairs wired.
C – 2 new pairs are used Leave new pairs installed up to the
NID.
C – 1 new pair and 1 original pair
used
Leave jumpers at central office for
new install. Return previous service.
Note: If another ticket is required, follow local process.
There are five reasons an order may be denied (by pre-field technician and/or installation technician):
1) NOT MARKET READY - Service was sold in error and will not be available anytime in the near future
2) ERRORS ON LINE - Line condition that cannot be resolved and does not allow for delivery of
requested service
3) LOOP LENGTH - Loop length or MEDR is less than the minimum required for IPTV service (Loop
length maximum of 10,000 feet; MEDR minimum of 8000)
4) RECORDS INCORRECT - Facility records are incorrect/customer current facilities cannot support
IPTV or Bonded HSI service
5) CUSTOMER REASON - Example: customer or landlord does not allow exposed wiring around
outside of building therefore service cannot be provided to location or customer does not want to dig
a trench to install the drop.
The following is a high level overview of the denial/downgrade process for installers:
Step Action
1 Installation technician calls Facility Assignment (FAL) team to advise order must be
downgraded or denied and provides specific reason.
2 FAL places \DENIED on order, with specific remarks about denial/downgrade per field
tech and \HSD ATTN with appropriate remarks so that Offline Sales Support can make
customer contact.
3 Offline Sales Support makes customer contact, advises service is being denied or if can
get a lower speed; makes necessary order changes or cancels order.
4 If revised order is submitted and facilities change, FAL will enter a new Pre-field ticket. If
facilities do not change, a second Pre-field ticket will not be needed.
5 If revised order is submitted that requires an Installation technician, the order will get
dispatched business as usual.
17.0
CUSTOMER UPGRADE / ORDER CHANGE PROCESS
If customer wishes to make changes to their order during the installation (i.e. upgrade or downgrade
speed) the technician would contact Service Delivery for assistance. Contact numbers can be found in the
Resources section of this M&P.
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