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You talk, we’ll listen

We continue to enhance our service in response to your feedback. Recent developments include a new repair eChat portal; copper broadband pre-order checks; a new option on self-install FTTC orders; and new online order journeys for Hosted Content.

Our changes in response to your comments

New eChat portal

We’ve recently launched a new repair eChat portal for Fibre Broadband on When you want to start an eChat, you will now be prompted to log into You will then be provided with the latest BT Wholesale and supplier notes about the fault that you’re querying, which reduces the need to progress with an eChat. We’re seeking to align the processes for copper and provision soon.

In response to our customers’ feedback, we’ve also introduced an option for taking an eChat survey after 48 hours, rather than directly after the eChat, on both provision and repair. This enables you to review the resolution and information provided before completing the survey.

Copper broadband pre-order checks

We’ve introduced enhanced pre-order checks on broadband. These will remove the possibility of orders failing if there’s already an open order in Openreach. You will be provided with information about any open orders with Openreach to avoid placing an order that will then fail at a later stage. A message will say that there is an open order that is expected to be completed by a particular date.

New option on self-install FTTC orders

On Fibre to the Cabinet (FTTC) broadband, we’ve introduced a Stop-Start option on self-install orders. This enables you to see, through the use of an Access Line ID, whether an FTTC circuit can be ‘started’ without the need for an engineering visit. This reduces the standard FTTC self-install lead time to three working days and also reduces the cost.

Wholesale Hosted Centrex

On Wholesale Hosted Centrex (WHC), we’ve launched new online order journeys for you and we’ve enhanced the billing element of the order journey by ensuring that billing updates are routes to the correct teams. Also, we’ve now enabled customers to add up tot 100 multiple users to Centrex orders. This saves time and simplifies the configuration of more complex orders. We’ve also delivered new ‘How to’ videos for first-time users ordering these products to guide them through the order journeys.

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