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This user guide provides step-by-step instructions for logging in to the BT Wholesale Appointment Journey and booking, amending, and verifying appointment slots. It also includes information on checking the status of faults and adding additional details for engineers.
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Contents What’s in this User Guide? p3 – Version Control p4 – Logging In p6 – Appointment Booking p20 – Verify the Appointment slot p25 – Changing your Appointment (Amend)
Logging In Step 1: Logging In • Go to www.btwholesale.com • Enter your Username and Password • Click ‘Login’
Logging In • Step 2: Accessing the journey • Once logged in, you’ll be taken to Business Zone. • If you aren’t taken to Business zone, you’ll need to you speak with you Administrator • To access the new journey: • Click ‘Raise or Track a fault’
Appointment Booking 1 Step 3: Check Status and Reject the clear Use Business Zone to search for your open fault. If you are unsure how to do this, please refer to the Checking your Fault guide • Check the Outstanding Actions to make sure the fault is in the correct status for you to book an appointment. • The ‘Description’ field will tell you if an SFI will be offered • 1) Select ‘Reject’ to start booking an appointment
Appointment Booking 1 2 Step 4: Amend your fault • 1) Read the statement and if you agree, tick in the check box • 2) Click ‘Next’
Appointment Booking 1 • Step 4: Amend your fault • Click ‘Next’
Appointment Booking Step 5: Appointment Booking • You will now be presented with the booking screen
Appointment Booking 1 Step 5: Appointment Booking 1) Click on the Calendar Icon
Appointment Booking 1 2 Step 5: Appointment Booking 1) Select the appointment date and slot 2) Click ‘OK’
Appointment Booking 1 Step 5: Appointment Booking The selected appointment will show on the booking screen. The appointment hasn’t been booked at this point. 1) Click ‘Continue’
Appointment Booking Step 5: Appointment Booking On the Fault Details screen, the status has now changed to ‘Open – Clock Suspended’ indicating the Appointment has been booked. You now have the opportunity to give us any additional information that may be useful to the engineer on the day by completing the structured questions. This will allow you to add Note for the Engineer to see and any additional contact details you would like to add.
Appointment Booking 1 2 Step 6: Additional Details Click ‘Refresh’ Click ‘Amend’
Appointment Booking 1 Step 6: Additional Details 1) Click ‘Next’
Appointment Booking Step 6: Additional Details Most of the details will have been filled in when you raised the fault, however this gives you opportunity to make any changes.
Appointment Booking Step 6: Additional Details The Access Arrangements and Site Hazard fields are the most important fields to fill out. The engineer will see these notes so please enter any information that will help them with their investigations.
Appointment Booking 1 2 3 Step 6: Additional Details 1) If you want to change the appointment you selected in Step 5 then select ‘Yes’. Otherwise select ‘No’ 2) Tick the box if you agree with the statement 3) Click ‘Next’
Appointment Booking Step 7: Confirmation Confirmation that your appointment has been booked
Confirming Appointment Step 1: Appointment Details Section From the Fault Details screen scroll down the page to the Appointment Details section
Confirming Appointment Step 1: Appointment Details Section You can see the Appointment date and time under the Appointment Details section. If you have amended the appointment and the amended slot isn’t showing on this page, then you can confirm the correct appointment by following the next slide
Confirming Appointment 1 Step 2: Supplier Notes 1) Click ‘Supplier Notes’
Confirming Appointment • Step 3: Appointment Details Section • You can view the Appointment Details extracted from Openreach’s systems • If you see a difference between the date on the Appointment Detail page and the Supplier Notes page, please contact BT Wholesale to confirm the slot.
Changing your Appointment 1 Step 1: Changing your Appointment • You can only amend the appointment date 24 hours before the appointment date. After this point we are not able to make any changes • 1) Click on ‘Amend’
Amending Appointment 1 • Step 1: Changing your Appointment • 1) Click ‘Next’
Amending Appointment Step 1: Changing your Appointment From here the steps are the same as making your initial appointment but you have to go through the structured questions first before you select the Appointment slot (see slides 9-19)
