System Support Helpdesk FAQs

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).

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.

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.