We’ve recently launched a new repair eChat portal for Fibre Broadband on btwholesale.com. When you want to start an eChat, you will now be prompted to log into btwholesale.com. 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.