BT Wholesale

Broadband Escalations PortalHow to Raise an Escalation

The 9 step guide to raising an escalation:

1. Raise an escalation2. Select whether order or fault3. Enter references4. Policy Agreement5. Enter user details6. Enter customer details7. Enter additional references8. Select escalation reason and provide summary9. Obtain reference

To raise an Escalation, click the link in the left hand menu.1

Select whether your escalation relates to a fault or an order.2

For faults, the first reference is either CBUK/BBEU or Directory Number, the second can include any other references.

3

For orders, you have the option to raise the escalation against the directory number or not.

3

If you use the directory number, the second reference can include BBEU/CBUK or any order references.

3

If you select ‘no’, the first reference is either CBUK/BBEU or directory number, the second can include any other references.

3

Tick the box to agree to the statement. If you can not raise an order or fault then you must provide details in the space provided.

4

Your contact details will automatically be populated. You can amend the Contact Details if required.

5

Enter the end users details.6

Enter any additional references that may assist it progressing your escalation. One additional reference is allowed for orders.

7

Multiple references may be added for faults.7

Select reason for escalation.8

8 Select the date the issue occurred from the calendar.

Provide a summary of your escalation.8

You will be given an escalation reference. 109