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Contact us

What can we help you with?

We're here to help with all your questions and requests. Find out how to contact us from the links below.

COVID-19 – Support update

We are currently only taking contacts for Blue Light, Welfare, High Level Escalations and critical system issues.

We ask you to only use the open contact routes if it is absolutely necessary and critical. 

All self-serve tools are available and we encourage you to use View My Job via Business Zone for order updates, and Supplier notes via Eco+ for fault updates.

As the situation develops we’re updating our websites with as much information as we possibly can.

See our support plans across Enterprise 

View general BT Wholesale updates 

 

For the latest updates on operational changes please keep reviewing the My briefings section on the BT Wholesale portal. We’ll keep you up to date with our plans as things develop.

 

COVID-19 and Openreach 

Following recent government announcements, Openreach, our provider of network access services has informed the UK telecommunications industry that only essential work will be prioritised. This is to ensure the safety and welfare of its colleagues, customers and to enable critical work to be prioritised.

Any work requiring an engineer visit to customer premises will not be completed and will instead be carried out from June 2020. All solutions that rely on new installations, modifications or repairs of key access products will be affected. 

Repair and maintenance jobs – particularly for critical national infrastructure and public service customers – will be prioritised.

We appreciate the uncertainty this creates and want to reassure you that we’re working to collate any information to ensure you are equipped to speak to your customers about this.

Visit our coronavirus support page for regular updates.  

 

Sales

Please contact our Sales department if you'd like to discuss your requirements with us, or would like more information about our products and services.

Sales FAQs

Billing

If you want to raise a billing enquiry you can use our online eQuery tool, which you can access through our eBilling service. It's simple to use and means you can keep track of all your queries in one place. To apply for access to eBilling, go to My BT Wholesale.

Billing FAQs

General public enquiries

As a wholesaler, we provide product and services to other businesses including other parts of BT, so we don't normally deal with members of the public. If you're having problems with your phone or broadband service, please contact the company who you pay your bills to. Before contacting us please read our FAQs, and if you still wish to get in touch, please use our online form here. We'll aim to get back to you within 1 working day.

General enquiries FAQs

System support helpdesk

Our System Support Helpdesk can help you if you're experiencing technical issues with the applications and systems you access via btwholesale.com, or need to request access to these. Before contacting us, please read our FAQs and make sure that you've reported the issue to your company's IT Support teams. 

If you're not already logged in, you'll be asked to log in to use our online contact form. See our FAQs page below if you're having problems with logging in.

System support helpdesk FAQs

Broadband orders

We're here to help if you have a query about a broadband order. Before contacting us, please read our FAQs and check for the latest updates on eCo Plus. 

If your query relates to an order that doesn’t have a committed delivery date please contact BT Wholesale.

For all other issues we recommend you use the appropriate link to contact Openreach.

To speak to a BT Wholesale or Openreach adviser directly please dial the number listed and choose the appropriate option.

Broadband order FAQs

Broadband faults

We're here to help if you have a query about a broadband fault. Before contacting us, please read our FAQs and check for the latest updates on eCo Plus and the Openreach Fault Tracker.

If your query relates to a capacity, radius or authentication issues please contact BT Wholesale

For all other queries we recommend you use the appropriate link to contact Openreach directly

To speak to a BT Wholesale or Openreach adviser directly please dial the number listed and choose the appropriate option

Broadband faults FAQs

Quality assure FAQs

Broadband incident helpdesk

If you are having issues with faults (over 25) that you believe are impacted by the same issue, wish to report a WBMC fault, raise a query on a PEW or obtain an update on an existing Major Service Outage, please contact our Broadband Incident Helpdesk via eChat.

Broadband incident helpdesk FAQs

IP Voice Helpdesk

We're here to help if you have a query on IP Number Porting.

IP Number Porting FAQs

High Level Escalation

Find useful FAQs to help you if you have a query about our High Level Escalation process. It is important to review these FAQs and to have created an HLE case before initiating an eChat.

High Level Escalation FAQs

Carrier Pre-Selection (CPS)

We're here to help if you have a query about CPS - before contacting us read our FAQs, and if you still wish to get in touch, please use our online form or call us.

Carrier Pre-Selection FAQs

20C Voice Order Management

Find useful FAQS to help you with 20C Voice order enquiries.

20C Voice Order Management FAQs