1. Cancelling a Fault Version 1

2. Contents What’s in this User Guide? P3 – Version Control
P4 – Logging In
P5 – Finding your fault
P9 – Cancelling your fault

3. Version Control
Date
Change
Version
June 18
User Guide Published 1

4. Logging In Step 1: Logging In Go to www.btwholesale.com
Enter your Username and Password
Click ‘Login’

5. Logging In Step 2: Accessing the journey
Once logged in, you’ll be taken to Business Zone.
If you aren’t taken to Business zone, you’ll need to you speak with you Administrator
To access the new journey:
Click ‘Raise or Track a fault’

6. Checking your Fault Status
Step 2: Search for your fault
A pop up box will appear asking to enter BT Fault, Customer, Service Reference or Directory Number
1) Enter the Service ID (normally a BBIP or BBEU) or the Directory Number
2) Click on magnifying glass icon 1 2

7. Checking your Fault Status
Step 2: Search for your fault We’ll confirm if we’ve been able to find an open fault against the reference you have provided. If there is an open fault, it will be displayed under the Fault Reference tab

8. Checking your Fault Status
Step 2: Search for your fault 1) Click on the Fault Reference Number 1

9. Checking your Fault Status
Step 3: Viewing the fault details
1) Click ‘Cancel’ 1

10. Cancelling the Fault Step 4: Cancelling your Fault
Select the Cancellation Reason from the list
If at this stage you are given an error message telling you that you aren’t able to cancel the fault, you need to check that the fault is in the correct status to be cancelled.
On the Fault Details page, check that there is no appointment due in the next 24 hours (fault is passed the Point of No return) and that the Status isn’t Cleared. 1

11. Cancelling the Fault
Step 4: Cancelling your Fault 1) Enter Cancellation Notes if you wish 2) Read the Statement and tick the check box if you’re happy to proceed 3) Click ‘Submit’ 1 2 3

12. Cancelling the Fault Step 4: Cancelling your Fault
Confirmation that your cancellation request has been accepted.

13. Cancelling the Fault
Step 5: Updated Fault Status You can confirm if the fault has been cancelled by referring to ‘Status’ field which will show ‘Closed – Cancelled’.