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Who To Contact For GP NGA Queries

For general complaints such as the examples below, please contact the GP NGA complaints team on : n3.complaints@bt.com

  • The installation of the new GP NGA service has cut off an existing service to site*
  • The installation engineer has left a ‘messy' install that is a Health & Safety issue
  • My new upstream & downstream rates are not as high as I had expected **
  • Engineer has arrived unannounced (see section on pstn and adsl activation dates)
  • Engineer advised the practice that they need to connect up the router (BT Openreach engineer)
  • N3 has cancelled an appointment at the last minute

*If the fault is on an existing ‘In Life' service you should report it directly to BT and then pass the fault reference number onto the GP NGA team, otherwise we will raise a duplicate fault. The GP NGA team will ensure the fault is highlighted as potentially being caused by GP NGA installs and ensure it receives the appropriate focus as well as using it to manage the suppliers performance.

**ADSL lines have a 10 day training period during which time the line speeds can fluctuate, so unless the services is noticeably degraded post migration, please try to wait the 10 days for the line rates to settle before you call us. There is also a bandwidth spike on the N3 network between 8am and 10am every morning that will naturally slow down end user connectivity. Therefore you are advised not to complete your speed testing during this time. Lunch time is not a good time either as internet usage peaks. If, after following both of the above, you believe that there is still a service issue, then follow the standard N3 fault procedure as you would have done for your previous N3 connection. This is 0800 085 0503 option 1.

For more specific queries relating to the GP NGA provision steps, please follow the route below.

For updates or information relating to the PSTN installs & ADSL activations such as :

  • I want to change the PSTN installation location (please note that the new service must be installed adjacent to the existing N3 service because N3SP re-uses one of the existing circuits)
  • General queries on when the installations can be expected (but not queries on when the actual service migration can be expected - see below for that)
  • KCIs (notification of appointments) have not been received
  • Engineers are arriving unannounced

Please direct the comms to :

N3SP GP NGA Provision Team

Tel: 0808 100 0847

Mail: n3.gpnga.mailbox.g@bt.com

For commercial queries such as :

  • Customer informs that their premises are no longer open or have merged with another practice
  • Customer informs that there is doubt around their requirement for the GP NGA service
  • Customer has decided to cancel their GP NGA service

Please direct the comms to :

N3 Customer Helpdesk team

Tel: 0800 085 0503 option 3

Mail n3sp.client.engagement@bt.com

For queries about the migration of the old N3 service to the new GP NGA service such as :

  • Queries about dates for migration of the old service to the new (but not dates for installation of circuits - see above for that)
  • Queries as to why an order has been placed but no contact about an install has been received from N3SP (i.e. the site could be on hold)
  • Queries as to why PSTN installs & DSL activations may be complete but no contact has been made about a migration date as yet
  • Queries as to why a site is on hold
  • Queries about cancelled appointments

Please direct comms to :

GP NGA Migration Team

Mail : N3.gpnga.commissioning@bt.com

Tel  : 0800 025 3019

 For queries about the progress of sites that have failed commissioning, please direct to the GP NGA resolutions team:

Gpnga.resolution@bt.com

Tel : 01923 666 740  or 01277 326 843

For queries about your line rate not being as expected, please be aware of the following :

  • ADSL lines have a 10 day training period during which time the line speeds can fluctuate
  • There is a bandwidth spike on the N3 network between 8am and 10am every morning that will naturally slow down end user connectivity. Therefore you are advised not to complete your speed testing during this time. Lunch time is not a good time either as internet usage peaks.
  • If, after following both of the above, you believe that there is still a service issue, then follow the standard N3 fault procedure as you would have done for your previous N3 connection

Also, please note the current N3 speed tester facility is in the process of being upgraded as the current tool is unsuitable for checking bandwidth once a site has migrated to a GP NGA service.  A new tool will be available very soon so please look out for further updates.  In the interim, please go to the following url for the N3 recommended on-line speed tester:

http://speedtest.btwholesale.com/

What do I need to do to change to a quieter/ smaller router?

If your GP NGA migration has not been completed because you require a different router to the one you originally ordered with your N3-2-72 service, or your installation is complete and you wish to change the router, then please contact the N3 Helpdesk on 0800 085 0503 Option 3. N3SP will then request a formal quote on your behalf for you to accept and start the process to change the router.

The router ordered with the N3-2-72 Catalogue Service is a Cisco 2921, the replacement router will be a Cisco 1941 router. The dimensions for each can be found in the migration handbook. Please also refer to the Implementation Guide for the environmental requirements.

The total cost of changing the router has been assessed at approximately £2,900, (the actual price will be on the quote you receive) which is to be fully funded locally.  You may decide that a better course of action is to change the rack, guidance for which can again be found in the handbook.

If you accept the quote to change the router, please note that you are also accepting the administrative change of your catalogue service from an N3-2-72 to an N3-2-72Q.

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