General
Are pre-billed customers excluded from the OTS process?
This is a contractual matter. The retailer needs to make it clear in their SI letter that as a pre-billed customer wishes to switch before the end of the term of his service, he may not be refunded any of the pre-billed amount.
For RFS customers that pre-sign an agreement with a retailer for up to 24 months ahead of their service being delivered, do these customers fall under the OTS process?
For Business customers the proposal is to include customers with delivery lead times up to 6 months ahead of delivery. For consumer customers this is proposed to be 90 days. It would not be wise for a retailer to include customers with a RFS > 90 ...
TOTSCo are not yet allocating the RCPID. How will CSP work without this?
CSP temporarily uses the Ofcom RID and will replace with RCPID when available. You need this RID to sign up to be a member on our website, which we will convert to RCPID later.
CWP Governance Structure
The CWP governance structure is set out in our Rules (please see attached at the end of this article), our Companies House Articles of Association and the Model Articles of Association of a Limited by Guarantee company (also attached). The Rules ...
Is there a potential that we can lift and shift our customer base onto the CWP/ CSP system?
We have made a change request for the system to allow the uploading of customer records onto CWP on a month-by-month basis. It will incorporate all the requirements for One Touch Switching, so we're capturing the customer’s first and last name, the ...
So, if we have a query. What are the SLA's around responding to any tickets between our company and CWP?
We aim to provide an initial response to tickets within 24 hours. We have 4 priority groups for ticket response, depending on the nature of the request. Ticket responses are also backed up by our platform vendor. If the ticket relates to a technical ...
What's the process for advising that our tier has been adjusted?
It's automatic. You will see the transactions in the CWP platform. You can monitor it yourself.
If we get to our maximum limit of transactions before the end of the year we’ve signed up for, what would happen?
The transactions are reviewed on a quarterly basis. If you join today as a low tier member (max 100 transactions included) and in three months’ time you've done 105 transactions, for the next quarter we'll adjust your Direct Debit and put you onto ...
If we sign up for a particular tier, there are a maximum number of transactions for that tier. What are the actual transactions that are counted towards the maximum?
The transactions that are counted are any gaining transactions. So, if you are Retailer and you gain a new customer through the platform, that will be counted as a gaining transaction. If you are a Wholesaler and you gain a wholesale connection, that ...
If, for any particular reason, the membership needs to be cancelled, do you have specific cancellation terms in your contract?
Relation terms will be the remainder of the current year. There are no options for cancellation within the period.
Once that one year of membership period is over, what happens then?
The membership can be renewed. We will send out a renewal notice and you can opt to renew membership for the following year.
When we sign up, what is there a minimum term of the contract period?
One year.
Is the only payment arrangement Direct Debit, or are there other options?
We use Direct Debit only for lower and middle tier customers. If you are on the high tier, or above, we will discuss invoicing options as well.
With onboarding, what is normally the time scale? If we signed tomorrow, how soon could we go live?
If you sign up tomorrow and set the payment up, it will take two days for your direct debit to go through. Once the direct debit is confirmed, we will send your login details and you'll be up and running from a portal perspective. If you want to ...
If we choose to join as a Wholesaler and Retailer at the same time, do those prices for the onboarding stand? Would pay the £200 for the Retailer and an additional £200 for the Wholesaler subscriptions?
Yes. The integration is quite similar. However, the reason we kept it separate because we might be talking to different teams, one that deals with Retail side and one with the Wholesale. We would, therefore, need to provide the support twice.
If, as a company, we decide to join as a Retail Provider and then later on we decide to join as an Access Provider, do we have to sign up for the two things separately or we can we sign up for one and then add the other one to the same membership at a later date?
They are two separate subscriptions. Access Providers require the ‘Wholesale’ service and Retail Providers need the ‘Switching’. If a company decides to join as a Retailer and also wants to become a Wholesaler, it will require a second subscription. ...
GPL & OTS obligations - RCPID
The GPL & OTS obligations are the responsibility of the retailer that customers buy from. There is no way to avoid these by off-loading to a retailer that the customer does not have a contractual / customer relationship with. No matter the size of ...
Is an order automatically accepted via the platform or is there a time period for the wholesale operator to accept or reject an order?
No, all orders must be accepted by the wholesaler. This could be automatically by their own system sending the relevant message to CWP, but the platform does not accept orders automatically on behalf of the wholesaler.
When an ISP is provided say multiple options for the same postcode how are the results presented/sorted for them?
Results are presented at a UPRN level (not postcode). Generally, there are a limited number of wholesale providers available at a UPRN (typically 1-3 connectivity options with associated product variants). At present these are not sorted or presented ...
Is the platform solely focused on residential connections?
No, both business and consumer services can be added as products to the platform. The platform is product agnostic. Other services such as FWA or VOIP services could also be added by wholesalers.
How do we control the wholesale price, contract length, delivery SLA etc sold via the platform?
The platform is a marketplace for retailers and wholesalers to trade services. Whilst we do have a CWP reference product and reference terms, no member is required to use these and as such any wholesale member is able to set their own price, contract ...
What is the target in 2023 in terms of ISP's you want connected to the platform?
This is a part of our business plan and something only shared with the CWP Board. However, we are seeking to attract a large proportion of the 1,200+ sizeable retailers (from a total of 7,000+ we are tracking) in the UK in the coming years.
What is the target in 2023 in terms of wholesale operators you want connected to the platform?
This is a part of our business plan and something only shared with the CWP Board. However, we are seeking to attract a large proportion of the 80+ full fibre operators in the UK in the coming year.
How many wholesale connections are transacted via the platform per month/quarter/year?
That is not something we can share. However, we have stress-tested the platform and it is possible to handle the entire UK connection and switching requirement.
How quickly is it possible to connect to your platform?
As soon as you are activated, you can use the portal to add products and UPRN (if you are a wholesale ACP) and place orders or progress switch requests (if you are a retail RCP). Our open APIs also become available immediately for you to consume and ...
How quick is it to sign up to the platform?
5-10 minutes, it’s an automated process that's completed via the website https://cwpuk.org/join-cwp/. Once signed up and the first Direct Debit it processed, we have a manual credit check process. Following this, we aim to complete in 2 days, when we ...
Getting set up on CWP
Getting started Setting up an RCP account To begin you will need to set up an RCP account. Firstly to set up an account you will need to go to cwpuk.org, under the Join CWP tab there is a web form that you will need to complete. The Join CWP web form ...
Introduction to CWP Support portal
The CWP support portal can be found under the URL: https://support.cwpuk.org/portal/en/home This is the main point of contact between clients and our support team, here you can raise tickets, view your ticket history, access our Knowledgebase and ...
How do I access CWP?
Common Wholesale Platform is currently under the domain cwpuk.org and is comprised of 4 systems that are split into their own subdomains. The components of CWP are: - support.cwpuk.org this is where we host our client support help centre, this portal ...
Answering your first ticket.
Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you've already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket's content—so you can save ...
Popular Articles
Answering your first ticket.
Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you've already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket's content—so you can save ...
How do I access CWP?
Common Wholesale Platform is currently under the domain cwpuk.org and is comprised of 4 systems that are split into their own subdomains. The components of CWP are: - support.cwpuk.org this is where we host our client support help centre, this portal ...
Introduction to CWP Support portal
The CWP support portal can be found under the URL: https://support.cwpuk.org/portal/en/home This is the main point of contact between clients and our support team, here you can raise tickets, view your ticket history, access our Knowledgebase and ...
Getting set up on CWP
Getting started Setting up an RCP account To begin you will need to set up an RCP account. Firstly to set up an account you will need to go to cwpuk.org, under the Join CWP tab there is a web form that you will need to complete. The Join CWP web form ...
How quick is it to sign up to the platform?
5-10 minutes, it’s an automated process that's completed via the website https://cwpuk.org/join-cwp/. Once signed up and the first Direct Debit it processed, we have a manual credit check process. Following this, we aim to complete in 2 days, when we ...