1. BT Wholesale Broadband Escalations Portal How to Raise an Escalation

2. The 9 step guide to raising an escalation: 1. Raise an escalation 2. Select whether order or fault 3. Enter references 4. Policy Agreement 5. Enter user details 6. Enter customer details 7. Enter additional references 8. Select escalation reason and provide summary 9. Obtain reference

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

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

5. For faults, the first reference is either CBUK/BBEU or Directory Number, the second can include any other references. 3

6. For orders, you have the option to raise the escalation against the directory number or not. 3

7. If you use the directory number, the second reference can include BBEU/CBUK or any order references. 3

8. If you select ‘no’, the first reference is either CBUK/BBEU or directory number, the second can include any other references. 3

9. 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

10. Your contact details will automatically be populated. You can amend the Contact Details if required. 5

11. Enter the end users details. 6

12. Enter any additional references that may assist it progressing your escalation. One additional reference is allowed for orders. 7

13. Multiple references may be added for faults. 7

14. Select reason for escalation. 8

15. 8 Select the date the issue occurred from the calendar.

16. Provide a summary of your escalation. 8

17. You will be given an escalation reference. 10 9