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System Support Helpdesk FAQs

Find useful FAQs to help you report and resolve issues with BT Wholesale applications and systems. Before contacting the System Support Helpdesk , please make sure that you've reported the issue to your company IT Support Teams.

I need to report a fault with my one of my applications but can't log in

If you're experiencing problems with logging in please call us on 0800 783 5639 and select option 1 or 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 telephone number
     •   Brief description of the problem you are reporting

 

I have a problem with one of the applications I access from btwholesale.com. How do I report it?

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).

 

I have a problem with my Portal Access, Enhanced Services or Profile, who should I contact?

For issues with your Portal Access, Enhanced Services or Profile, please contact your administrator. To find out who your administrator is:


1. Log into www.btwholesale.com.
2. Click your name at the top of the page to view your Profile.
3. Scroll down and click Find Your Company Administrator.

 

What hours is the Helpdesk open?

We're open from 8.00am to 5.00pm, Monday to Friday. Please note: Outside these times, we are only able to deal with 'Major Service Failures' impacting multiple users.

 

What systems and applications do you support?

We support systems used by our customers either via btwholesale.com or via the B2B Gateway.

 

How can I escalate a System Incident?

Firstly, please make sure you've reported the System Incident into the System Support Helpdesk and have a HD reference. Then please follow the Escalation path in the table below and include this HD reference in the subject field of any emails you send.

 

Stage

Who to contact

Contact details

Stage 1 BT Wholesale
System Incident

Helpdesk

Tel: 0800 783 5639 select Option 1 or email at broadband.eco.admin@bt.com.

Stage 2 BT Wholesale
System Incident

Helpdesk - Team Leader

Tel: 0800 783 5639 select Option 1 or email at arun.ravi@bt.com

Stage 3 BT Wholesale
System Incident 8.00am – 5.00pm, Mon- Fri

Helpdesk Manager

Tel: 0800 783 5639 select Option 1 or email at hemashree.thangavel@bt.com

Stage 3 BT Wholesale
System Incident after 5.00pm and before 8.00am Mon-Fri and weekends

BT Wholesale - Helpdesk
Duty Manager

Tel: 0131 300 5198

 

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