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Quality assure team

Welcome to the BT Wholesale quality assure team

  • The Broadband quality assure (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:

    1. Repeat engineer visit (any mixture of LLXX task) in the Last 28 days (2+)

    2. Repeat cases / faults within 28 Days

    3. 3 clear rejects in the life of current case / fault

    4. Hard OCB applied to circuit preventing running of line test.

    5. Hot VP where VP report is showing red or amber status

    6. 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 referrals for updates / appointment issues or for diagnostics unless you meet the agreed criteria.

    How to contact the QA Team

    To engage the QA Team please click on the Quality Assure Team Form link at the bottom of this page.

    Our opening hours are 9.00am to 4.00pm, Monday to Friday excluding Bank and Public Holidays.

    Referring a case

    To refer a case, you must fill in all mandatory fields and hit ‘Submit’.

    Technical Support

    If you require technical support or experience an issue with the form please contact the BT Wholesale systems support helpdesk on 0800 7835639 and select option 1.

    To use the QA form you will need:

    • Latest version of browsers i.e. up to date Microsoft Edge or the latest version of Google Chrome.

BT Wholesale operates a zero tolerance policy regarding abusive behaviour towards our staff. This applies just as much to offline referrals, chats and telephone calls. The use of inappropriate or abusive language may result in your chat session being terminated. Also, please note that all referrals are recorded.

Quality assure team

Our opening hours are 9.00am to 4.00pm, Monday to Friday excluding Bank and Public Holidays.