Help & Support

Explore our wide range of support resources, including billing help, pricing updates, orders and faults help, technical handbooks, customer service plans and best practice guides.

What can we help you with?

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  • To register for access, go to btwholesale.com/register and follow the online instructions. You'll receive an email confirmation from us once your registration has completed successfully.

  • eBilling enables you to view bills online and to download back-up information for reconciliation purposes. eBilling is available for almost all BT Wholesale products.

    To apply for access to eBilling, go to the My Apps area in My BT Wholesale – you'll find eBilling under the Billing tab. Follow the onscreen instructions to complete the process.

    We'll let you know by email whether your request has been accepted.

  • If you're experiencing a 'Major Service Failure', which means you're unable to place or receive updates on orders or faults via your Wholesale Portal access, please call us on 0800 783 5639 and select Option 1. We provide 24x7 support.

    For general system-related incidents, email us at btwholesale.direct@bt.com. Please make sure you include the following in your email:

         •   Company name
         •   User name
         •   Product
         •   Transaction
         •   Error Message
         •   How many agents are impacted
         •   Email address and phone number
         •   Brief description of the problem you are reporting.

     

    If you're unable to place one order or report one fault on a single circuit, please use your usual method of contacting the Service Management Centre (SMC) teams that handle your orders and faults, as detailed in your Customer Service Plan (CSP).

  • You'll find handbooks and best practice guides for diagnosing broadband faults in the Orders & Faults page in our Help & Support section.