If your customer changes their mind about installing broadband, you can cancel the order up to 2pm the day before the customer required date (CRD). We'll show you how to do this, and show you where to find any cancellation charges that might apply.
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.
Broadband
Broadband ordering guides
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Introduction to the Business Zone broadband order journeys
Why you should start your broadband order journey in Business Zone and how to request access.
Access Business Zone
Business Zone is BT Wholesale's online portal for managing your services. It gives authorised users access to tools and information that can help you manage broadband orders, track service activity and view account information in one place.
Why use Business Zone?
Business Zone makes it easier to manage your broadband services online. Through a single portal, you can access the tools and information you need to support the day-to-day management of your services.
Who can access Business Zone?
Business Zone is available to BT Wholesale customers with the appropriate account access and permissions.
How do I get access?
If your company already has a BT Wholesale account, contact your company's administrator.
If you're new to BT Wholesale, you'll need to register for an account before access to Business Zone can be provided.
Need help?
If you need help with account registration, access requests or Business Zone enquiries, contact BT Wholesale System Support Helpdesk at btwholesale.direct@bt.com
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Placing a provide order for broadband
We'll show you how to place a provide order for broadband.
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Placing a simultaneous (SIM) provide order for broadband
We'll show you how to place a SIM provide order for broadband.
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Address Management Guide for WBC
We'll take you through how to select the best address for your broadband order and what to do if you can't find an appropriate address.
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Ordering Fibre to the Premises (FTTP)
We'll take you through how to order FTTP, and provide some best practise tips.
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Ordering SOADSL
We'll take you through how to order SOADSL, and provide some best practise tips.
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Modifying an asset
Once your customer's service has been installed, you can modify various attributes, for example if their requirements have changed since the original order was placed.
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Cancel a broadband order
We'll show you how to cancel a broadband order.
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Cease a broadband asset
We'll show you how to cease a broadband asset.
If your customer no longer requires their broadband service, you can cease the asset. We'll show you how and show you where to find any cancellation charges that might apply.
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Openreach amend ORDI process
We'll take you through how to amend an address using the Openreach ORDI process.
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Ordering SoGEA
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Enhanced Eco+ User Guide for SOGEA (pptx - 2.45 MB) - 31/03/2021
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SOGEA Provide Order with DN including Number Port/Transfer on Enhanced Eco+ (pptx - 2.63 MB) - 06/05/2021
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Enhanced Eco+ User Guide for SOGEA NTE SHIFT (pdf - 1.23 MB) - 15/05/2026 - New
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Raising a Fault on 21C Portal Application
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Checking your fault status
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Checking your Fault Status on Cancelling a Fault on 21C Portal Application (Open UI) (pdf - 1.30 MB) - 23/11/2022
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Booking an appointment
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Reading notes and engineer status
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Cancelling a fault
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Raising a CCSFI fault
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Raising a CCSFI Non fault
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Raising a CCSFI-ONT Mismatch Fault on 21C Portal Application (Open UI) (pdf - 1.77 MB) - 23/11/2022
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Raising a CC-NON-SFI Fault on 21C Portal Application (Open UI) (pdf - 1.25 MB) - 23/11/2022
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