BT Wholesale Broadband Escalations Portal How to Raise an Escalation

1. BT WholesaleBroadband Escalations PortalHow to Raise an Escalation

2. The 9 step guide to raising an escalation:1. Raise an escalation2. Select whether order or fault3. Enter references4. Policy Agreement5. Enter user details6. Enter customer details7. Enter additional references8. Select escalation reason and provide summary9. Obtain reference

3. 1 To raise an Escalation, click the link in the left hand menu.

4. 2 Select whether your escalation relates to a fault or an order.

5. 3 For faults, the first reference is either CBUK/BBEU or Directory Number, the second can include any other references.

6. 3 For orders, you have the option to raise the escalation against the directory number or not.

7. 3 If you use the directory number, the second reference can include BBEU/CBUK or any order references.

8. 3 If you select ‘no’, the first reference is either CBUK/BBEU or directory number, the second can include any other references.

9. 4 Tick the box to agree to the statement. If you can not raise an order or fault then you must provide details in the space provided.

10. 5 Your contact details will automatically be populated with those registered on www.btwholesale.com, however may be edited.

11. 6 Enter the end users details.

12. 7 Enter any additional references that may assist it progressing your escalation. One additional reference is allowed for orders.

13. 7 Multiple references may be added for faults.

14. 8 Select reason for escalation.

15. 8 Select the date the issue occurred from the calendar.

16. 8 Provide a summary of your escalation.

17. 9 10 You will be given an escalation reference.