What happens if an Engineer visit is required?
An engineer will visit the site of the faulty equipment during the access times provided when you raised the fault. We'll let you know via the Eco Plus portal when the engineer is due to arrive.
There was a missed engineer appointment, what happens now?
If nobody is available to receive the engineer during the times you provided when raising the fault, then a No Access charge will be raised and the engineer visit suspended until you can provide us with a new time. You can add this directly via Eco Plus. Any time lost due to lack of access will not be considered part of our response time.
The engineer was delayed or couldn’t get access, what do I do?
If an engineer is delayed, we'll endeavour to give you advance notice via Eco Plus. If we need to reschedule, we'll make sure it's within the access times you gave when submitting the fault.
If access is not available during the times you provided when raising the fault, then a No Access charge will be raised and the fault suspended until you can provide us with new access details. You can add these directly via Eco Plus. Any time lost due to lack of access will not be considered part of our response time.
What is a Joint Meet and how does it work?
BT Wholesale can request a technical or non-technical Joint Meet with engineers to help to resolve a fault.
For a technical Joint Meet, you'll need to arrange for one of your engineers to meet a BT engineer at the location of the faulty equipment. You'll need to provide us with a date and time, and the name and number of your engineer for the Joint Meet.
For a non-technical Joint Meet, you would need to provide a date and time, and the name and number of a site contact who can allow a BT engineer access to BT equipment.
You can also request a technical Joint Meet with BT if BT has proven there is no fault with the BT network but you still believe the fault lies with us. All requests can be made or viewed on Eco Plus.