BT Wholesale HARD TURN BACK

1. BT Wholesale HARD TURN BACK When shouldn’t I call or request an escalation? There are several occasions when BT Wholesale receive requests on the phone/via eChatfor action or information which are inappropriate (as these can be handled without contacting BTW). These calls are classed as ‘avoidable’ to which BT Wholesale operate a ‘Hard Turn Back Policy via both phone and eChat. We reserve the right to refuse an escalation if it is with regards to an area covered by the Hard Turn Back policy – any further dispute regarding this request should be made directly to your CRM BTW Hard Turn Back Document – V6 28/03/2011

2. BT Wholesale HARD TURN BACK Our pledge to customers If you contact BT Wholesale as you are unable to take action, e.g. unable to book an appointment, before we Hard Turn Back, we will check systems to ensure they are in the correct status. Should this not be the case, we will put this right for you. If systems are in the correct status and you are still unable to do this we will suggest you contact your own System Support Team BTW Hard Turn Back Document – V6 28/03/2011

3. BTW Hard Turn Back Policy BTW Hard Turn Back Document – V 28/03/2011

4. BTW Hard Turn Back Policy BTW Hard Turn Back Document – V6 28/03/2011

5. BTW Hard Turn Back Policy BTW Hard Turn Back Document – V6 28/03/2011

6. BTW Hard Turn Back Policy BTW Hard Turn Back Document – V 28/03/2011

7. BTW Hard Turn Back Policy BTW Hard Turn Back Document – V6 28/03/2011

8. BTW Hard Turn Back Policy BTW Hard Turn Back Document – V6 28/03/2011