System Support Desks

Welcome to the System Support Desks web pages where you can find a wealth of information, help and support to assist you when using both BTWholesale.com and it's associated content and applications.

These pages contain information both on the support provided by the System Support desks and the level of service you can expect to receive from us, as well as the systems themsleves to help you save time by allowing you to resolve issues and answer enquiries online. If you would like to view a copy of the System Support Desk Service Level Targets, which outline our target resolution times for various queries and issues, please either click here, or use the Downloads section on the right of this page.

If you need help with finding information or using the BTWholesale CRM systems, then why not look here first to see if what you're looking for is readily available online. We can help you with:

- NEW! Report a Fault - If you're having a problem using one of our CRM systems, and haven't been able to rectify it by using the help and support available on System Support Desk or FAQ pages, then use our brand new Report a Fault capability to report your fault to our support team. This quick, easy form will allow you to provide us with full details of any problem being experienced, so that we can investigate and resolve the problem for you as quickly as possible. You can use the Report a Fault tool to let us know of problem on any of the following systems:

Availability Checkers

B2B (XML Repair and Diagnostics)

B2B Gateway

BBCR

BTWholesale.com

eCo Broadband

eCo Repair

Fault Diagnostics

Managed Services

SDSL Order System

- Finding information - why not ask Jenny, our new interactive assistant if you are having trouble locating anything on BTWholesale.com.

- User manuals - are you using a system for the first time, or having trouble performing a particular function? Reading through our system user manuals could help you to understand and use our systems more easily and save you time and frustration.

- Want to know how to get the best our of systems? Read through our Best Practice Guides

- FAQs - if you've got a question which you think may have been asked previously, try reading through our FAQs for an answer

- New Customers - read more about what BTWholesale can offer you and learn how to become a customer

- Look through our Product A-Z and Application A-Z to see what products and services would suit your company

- System News - Check if there is any maintenence work coming up which might affect you and catch up on all the latest System Availability Data
- If our systems have experienced a service incident, read our Service Improvement Plans to find out what steps we've taken to takcle the root cause of these issues.

These pages will be regularly updated and we will constantly be adding new and improved infomation and services in this area to increase the opportunity for our customers self serve online, so please keep accessing these pages regularly to see how else we can help you.

If you do need to speak to a member of the System Support Team, our contact details and opening hours can be found below.

BTWholesale.com: btwholesale.direct@bt.com

Available: 0900hrs-1700hrs, Monday-Friday

eCo Repair: fast.eco.repair@bt.com or 0800 783 5639

Available: Telephone support is available 24/7, however please note that emails can only be responded to between 0800hrs and 1700hrs Monday-Friday

eCo Broadband / BBCR: broadband.eco.admin@bt.com or 0800 783 5639

Available: 24/7

Fault Diagnostics: spwoosh@bt.com or 0800 783 5639

Available: 24/7

Managed Services: managed.systemsupport@bt.com or 0800 783 5639
Available: 24/7

If you have a query or problem with the eCo Order application and require assistance, you can call the eCo Order Helpdesk team on 0800 783 5639 and select Option 3.