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High Level Escalation (HLE) eChat

Welcome to BT Wholesale high level escalation eChat

How to use eChat

Starting an eChat

You can speak with one of our high level escalation team members using eChat Monday to Friday, 8am to 5pm.


Select the High Level Escalation eChat button at the bottom of this page - you'll find it under Get in touch.


You don't need to log in to use eChat.


At the end of each chat session you will be presented with a very short questionnaire. We'd really appreciate your feedback and comments to improve the eChat capability further, so we'd be grateful if you could complete this.


We hope you enjoy using eChat and look forward to your feedback.


eChat technical support

If you require technical support or experience an issue with the eChat system please contact the BT Wholesale Systems Support helpdesk on 0800 7835639 and select option 1. Please note that this number is for eChat system related enquiries only.


To use eChat you need:


- Windows® 7, Vista, XP or 2000; Windows Server 2003 or 2008; or Mac OS X v10.4 or later
- Internet Explorer® 6.0 or later, Mozilla® Firefox 3.0 or later or Safari™ 4.0 or later
- Adobe® Flash 10 installed


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

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