How to Access the Portal

1. Navigate to the portal URL provided by OptaNet
2. Enter your partner email address
3. Enter your password
4. Click "Sign In"

Forgot Password?

If you've forgotten your password:

1. Click "Forgot Password" on the login page
2. Enter your email address
3. Check your email for a password reset link
4. Follow the link to create a new password

Account Security

• Use a strong, unique password
• Don't share your login credentials
• Log out when using shared computers
• Contact support immediately if you suspect unauthorized access

How to Navigate the Portal

There are three main ways to navigate between pages:

1. Quick Access Cards (Dashboard)

The Dashboard homepage features cards for each major section. Simply click any card to navigate directly to that page.

2. Top Navigation Menu

Use the navigation menu at the top of every page to access any section from anywhere in the portal.

3. Recent Activity Links

The Dashboard's Recent Activity feed includes clickable links to view orders, services, and tickets.

Bookmarking Pages

Each page has a unique URL that can be bookmarked for quick access:

• / - Dashboard
• /Broadband-Ordering-Beta/ - Broadband Order Page
• /marketing/ - Marketing Page
• /my-services/ - My Services Page
• /feedback/ - Feedback Page
• /help/ - This Help Center

Dashboard Overview

The Dashboard is your portal homepage, providing quick access to all major features and recent activity.

Quick Access Cards

• Place Broadband Order - Start a new order
• My Services - View customer services
• Marketing Materials - Download resources
• Feedback - Submit feedback or bugs
• View Customers - Customer management (coming soon)
• Reports - Analytics dashboard (coming soon)

Recent Activity Feed

The activity feed shows your recent actions including:

• 📦 Broadband orders placed
• 🎫 Support tickets submitted
• 💬 Feedback submissions
• ✅ Service activations

Click any item in the feed to view full details.

Marketing Page Overview

The Marketing Page serves as your news hub and resource center, featuring:

• Hero banner with key OptaNet statistics
• Latest news and announcements
• Quick action buttons
• Monthly performance stats
• Why OptaNet selling points
• Marketing materials file browser

Understanding the Statistics

The hero banner displays three key metrics:

• 6 sec Average Call Answer Time - Industry-leading (vs 2m 37s average)
• 94% Client Retention Since 2012 - Long-term satisfaction
• 100% UK Coverage - Full nationwide FTTP availability

Latest News & Updates

Stay informed about:

• 📈 Important - Commission updates and critical announcements
• 🎓 Training - Webinars and educational content
• 🔥 Hot - Time-sensitive promotions and offers
• ✨ Success Story - Customer testimonials and case studies

Order Process Overview

The broadband ordering system guides you through 6 steps:

1. Address Selection - Qualify the customer's address
2. Product Selection - Choose broadband speed and package
3. Router Selection - Select router option
4. Installation Type - Choose installation level
5. Customer Details - Enter contact information
6. Review & Submit - Confirm and place order

Address Qualifiers Explained

After entering an address, you'll see a qualifier badge:

• 🥇 GOLD - FTTP (Fibre to Premises) available - fastest speeds, all products available
• 🥈 SILVER - FTTC (Fibre to Cabinet) available - good speeds, most products available
• ⚫ No Badge - Only ADSL available - basic speeds, limited products

Products are automatically filtered based on the address qualifier.

Going Back to Previous Steps

Important: You can navigate back using the Order Summary panel at the top of the page.

• Click "Address" to return to address selection (clears all selections)
• Click "Product" to change product (clears router and later steps)
• Click "Router" to change router (clears installation and later steps)

Installation Options

Standard Installation (Free):

• Basic setup at main service point
• Standard cable routing
• Basic testing

Enhanced Installation (£100):

• Professional site survey
• Custom cable routing
• Multiple connection points
• Extended testing and optimization

Services Overview

The My Services page displays all your customers' broadband services in one place. Each service card shows:

• Customer name and service address
• Product details (speed and monthly cost)
• Status badge (Active/Pending/Issue/Suspended)
• Installation date
• Action buttons (View Details, Manage)

Service Status Badges

• 🟢 Active - Service running normally, no action needed
• 🟡 Pending - Order processing or installation scheduled
• 🔴 Issue - Service problem requiring attention
• ⚪ Suspended - Service temporarily suspended

Filtering & Sorting

Use the controls at the top of the page to:

• Filter by Status - Show only Active, Pending, Issue, or Suspended services
• Sort by Name - Alphabetical order (A-Z)
• Sort by Date - Installation date (newest/oldest first)
• Sort by Cost - Monthly cost (high/low)

Feedback Types

Choose the appropriate feedback type for your submission:

💡 General Feedback

Use this for general comments, suggestions, or compliments about the portal.

🚀 Feature Request

Submit ideas for new features or improvements you'd like to see in the portal.

🐛 Bug Report

Report issues, errors, or things not working as expected.

Bug Report Priority Levels

• Low - Minor inconvenience, workaround available
• Medium - Affects workflow, no workaround
• High - Blocking issue, cannot complete task
• Critical - System down, affecting multiple users

Response Times

• General Feedback: Within 48 hours (business days)
• Feature Requests: Reviewed in monthly planning meetings
• Bug Reports (Low/Medium): Within 48 hours
• Bug Reports (High/Critical): Within 4 hours

Best Practices

• ✅ Submit separate feedback for each distinct issue
• ✅ Include screenshots for bug reports
• ✅ Provide exact steps to reproduce issues
• ✅ Check priority level carefully
• ❌ Don't use feedback for urgent support (call instead)
• ❌ Don't submit duplicate feedback

Step-by-Step Order Guide

Step 1: Address Selection

1. Navigate to Broadband Ordering page
2. Enter customer's postcode or full address
3. Wait for address suggestions to load
4. Review qualifier badge (GOLD/SILVER)
5. Click "Select" on correct address

Step 2: Product Selection

1. Review products filtered by address qualifier
2. Compare speeds, prices, and contract terms
3. Note any "Popular" or "Best Value" badges
4. Click "Show Less Popular" if you need more options
5. Click "Select" on chosen product

Step 3: Router Selection

1. Choose recommended router (shown with details)
2. Or select "Customer Supplied Router"
3. Review any additional costs
4. Click "Select"

Step 4: Installation Type

1. Choose Standard Installation (Free)
2. Or Enhanced Installation (£100)
3. Review what's included
4. Click "Select"

Step 5: Customer Details

1. Enter customer name
2. Enter contact email
3. Enter contact phone
4. Add installation notes (optional)
5. Click "Continue"

Step 6: Review & Submit

1. Review all details carefully
2. Check cost breakdown
3. Read Terms & Conditions
4. Check acceptance box
5. Click "Submit Order"
6. Note order ID for reference

Time Estimate: 5-10 minutes

Product Badges Explained

• Popular - Most frequently ordered by partners
• Best Value - Best price-to-speed ratio
• Fastest - Highest speed available for the address
• Less Popular - Available but less commonly ordered

Order Processing Timeline

• Order Submission: Instant
• Order Confirmation: Within 24 hours
• Installation Scheduling: 3-5 business days
• Service Activation: Installation date (usually 2-4 weeks from order)

Accessing Marketing Files

Marketing materials are stored in SharePoint and loaded automatically when you visit the Marketing page.

How to Download Files

1. Navigate to Marketing page
2. Scroll to "Marketing Materials & Resources" section
3. Wait for files to load
4. Click on a file or the "Download" button
5. File downloads to your browser's download folder

Navigating Folders

• Open Folders: Click folder icon or "Open" button
• Go Back: Click breadcrumb items at the top
• Root Folder: "/Shared Documents" is the starting location

Available File Types

• 📕 PDF - Brochures and documentation
• 📘 Word - Documents and templates
• 📗 Excel - Spreadsheets and reports
• 📙 PowerPoint - Presentations
• 🖼️ Images - Logos and graphics
• 📦 ZIP - Bulk downloads

Sharing Materials

Marketing materials are designed for customer-facing use. You can:

• ✅ Download and share freely with customers
• ✅ Use in proposals and presentations
• ✅ Print and distribute
• ❌ Don't modify OptaNet branding
• ❌ Don't re-upload modified versions to SharePoint

Viewing Service Details

1. Navigate to My Services page
2. Find the service you want to view
3. Click "View Details" button
4. Modal opens with full information

Service Details Include:

• Full customer information
• Complete service specifications
• Billing history and invoices
• Support ticket history
• Contract end date
• Upgrade/downgrade options

Service Actions

Click "Manage" on any service card to access options:

• Upgrade/Downgrade Speed - Change product tier
• Update Contact Details - Modify customer information
• View Support Tickets - See related tickets
• Request Service Suspension - Temporarily suspend service
• Cancel Service - End service contract

Handling Service Issues

If a service has a 🔴 Issue badge:

1. Click "View Details" to see issue description
2. Review linked support ticket
3. Check for updates from support team
4. Contact customer to inform them
5. Monitor status until resolved

Page Not Loading

Symptoms: Blank page, endless loading spinner, or partial page load

Solutions:

1. Press F5 or Ctrl+R to refresh
2. Clear browser cache (Ctrl+Shift+Delete)
3. Try a different browser
4. Check browser console for errors (F12)
5. Contact support if issue persists

Files Not Loading

Symptoms: Marketing materials don't appear, endless loading

Solutions:

1. Check internet connection
2. Refresh the page (F5)
3. Clear browser cache
4. Try different browser
5. Wait 1-2 minutes (SharePoint may be slow)

Download Fails

Symptoms: File won't download or downloads as corrupt

Solutions:

1. Check browser download settings
2. Disable download blocking extensions
3. Try right-click → Save As
4. Try different browser
5. Contact support to request file via email

Form Won't Submit

Symptoms: Can't submit order, feedback, or details

Solutions:

1. Check all required fields are filled (marked with *)
2. Verify email format (user@domain.com)
3. Check phone number format
4. Review error messages carefully
5. Try clearing and re-entering data

Modal Won't Close

Symptoms: Help modal or dialog stuck open

Solutions:

1. Click the dark area outside the modal
2. Press ESC key
3. Refresh page (will lose unsaved data)
4. Disable browser extensions
5. Try incognito/private window

General Questions

Ordering Questions

Marketing Materials Questions

Support Channels

Before Contacting Support

To help us resolve your issue quickly, please have ready:

• Your partner account email address
• Order ID or service ID (if applicable)
• Screenshots of any errors
• Browser name and version
• Steps to reproduce the issue

Response Times

• Portal Feedback: 48 hours (business days)
• Email Support: 24 hours (business days)
• Phone Support: Immediate during business hours
• Emergency: Immediate (24/7)