My order has just been provided but it’s not working. What do I need to do?
First, contact your Single Point of Contact (SPOC) for provision - it may be that the Provision Team that supplied your order can help you. If they can't resolve the issue, perform the End User and CP checks as described in your user guide.
If this doesn't fix the problem, head to My BT Wholesale to diagnose and, if necessary, raise a fault ticket so we can investigate further.
There’s an LED flashing on my equipment, what do I do?
Most LEDs are just there as a guide, so there may not be anything wrong with your equipment. The first step should be to perform End User and CP checks as laid out in your user guide.
If you're unable to identify an issue this way, head to My BT Wholesale to further diagnose and raise a fault ticket, so we can investigate. You'll need to give us as much information as possible, explaining accurately and clearly the symptoms of the problem you're experiencing. Once we receive your ticket, we'll diagnose the problem and resolve.
I think I have an Ethernet fault, what do I do?
Before raising a fault with BT Wholesale, you need to carry out an initial diagnostic test on your equipment. Details on how to do this can be found in section 4a of your Customer Service Plan.
If you're unable to identify a problem, head to My BT Wholesale to diagnose further.