BT Wholesale

Broadband Escalations PortalHow to Raise a High Level Escalation

The 10 step guide to raising a high level escalation:

1. Raise a HLE2. Select whether order or fault3. Enter references4. Policy Agreement5. Enter user details6. Enter customer details7. Enter additional references8. Select escalation source and enter evidence9. Select reason and nature of escalation10. Obtain reference and add attachments

To raise a High Level 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 with those registered on www.btwholesale.com, however may be edited.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 the source of the escalation from the drop down menu.8

If you have received the escalation verbally you may add some additional details relating to the person who raised the escalation.8

Select the nature of the escalation from the drop down menu.9

Select the reason for the escalation from the drop down menu.9

Select the date the issue occurred from the calendar. 9

Populate the remaining fields with full details relating to your escalation and click submit.9

You will be given an escalation reference. From this screen you can then add additional attachments to support your escalation.

10

Select a file from your documents and click submit.10

Confirmation that your attachment has been uploaded.10