Welcome to the BT Wholesale Quality Assure eChat
Help & support
Explore our wide range of resources, including billing help, pricing updates, orders and faults help, technical handbooks, customer service plans and best practice guides.
-
When can the Quality Assure team help?
The Broadband QA Team are here to help to stop unnecessary engineering visits.
On accepting a case, the QA Team will check for common faults, complete necessary diagnostics and review the notes to determine the best course of action.
If you have a Broadband Fault that’s already looped a number of times with no forecasted solution and it meets the following criteria:
- Repeat Engineer Visit (Any mixture of LLXX task) in the Last 28 days (2+)
- Repeat cases / faults within 28 Days
- 3 Clear Rejects in the Life of Current Case / Fault
- Hard OCB applied to circuit preventing running of line test.
- Hot VP where VP report is showing Red or Amber status
- Hot SVLAN where VLAN Report is showing Red / Amber Status.
Important information
Before contacting the QA team, please note:
- We must have an open BT Wholesale trouble ticket to look at cases.
- We won’t accept cases with an open escalation or HLC to avoid duplication as these teams will be in direct contact with the QA team if they need support.
- We won’t accept eChats for updates / appointment issues or for diagnostics unless you meet the agreed criteria.
How to contact the QA Team
Our opening hours are 8.30am to 5.30pm, Monday to Friday excluding Bank and Public Holidays.
-
How to use eChat
Our customer exit survey now has an additional question relating to how easy we are to do business with. This measure is in test at the moment, however we would really appreciate if you could complete all questions including the new one to enable the test to continue.
We hope you enjoy using eChat and look forward to your feedback.
If you require technical support or experience an issue with the eChat system please contact the BT Wholesale Systems Support helpdesk on 0800 7835639 and select option 1. Please note that this number is for eChat system related enquiries only.
To use eChat you need:
- Windows® 7, Vista, XP or 2000; Windows Server 2003 or 2008; or Mac OS X v10.4 or later
- Internet Explorer® 6.0 or later, Mozilla® Firefox 3.0 or later or Safari™ 4.0 or later
- Adobe® Flash 10 installed
BT Wholesale operates a zero tolerance policy regarding abusive behaviour towards our staff. This applies just as much to eChat as to telephone calls. The use of inappropriate or abusive language may result in your chat session being terminated. Also, please note that all eChats are recorded.
