Ordering Fibre to the Premises (FTTP) · Confirming Appointment 22 Step 1: Appointment Details Section You can see the Appointment date and time under the Appointment Details section.

British Telecommunications plc 2017

Appointment Journey

Version 1


Contents

What’s in this User Guide?

p3 – Version Control

p4 – Logging In

p6 – Appointment Booking

p20 – Verify the Appointment slot

p25 – Changing your Appointment (Amend)


Version Control

Date Change Version

June 2018 User Guide Published 1

3


Logging In

4

Step 1: Logging In

• Go to www.btwholesale.com

• Enter your Username and Password

• Click ‘Login’

http://www.btwholesale.com/


Logging In

5

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’


Appointment Booking

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Step 3: Check Status and Reject the clear

Use Business Zone to search for your open fault. If you are unsure how

to do this, please refer to the Checking your Fault guide

Check the Outstanding Actions to make sure the fault is in the

correct status for you to book an appointment.

The ‘Description’ field will tell you if an SFI will be offered

1) Select ‘Reject’ to start booking an appointment

1

https://www.btwholesale.com/broadband-repair-guides


Appointment Booking

7

Step 4: Amend your fault

1) Read the statement and if you agree, tick in the check box

2) Click ‘Next’

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Appointment Booking

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Step 4: Amend your fault

• Click ‘Next’

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Appointment Booking

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Step 5: Appointment Booking

• You will now be presented with the booking screen


Appointment Booking

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1) Click on the Calendar Icon

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Appointment Booking

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1) Select the appointment date and slot

2) Click ‘OK’

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Appointment Booking

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The selected appointment will show on the booking screen.

The appointment hasn’t been booked at this point.

1) Click ‘Continue’

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Appointment Booking

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On the Fault Details screen, the status has now changed to

‘Open – Clock Suspended’ indicating the Appointment has

been booked.

You now have the opportunity to give us any additional

information that may be useful to the engineer on the day

by completing the structured questions.

This will allow you to add Note for the Engineer to see and any

additional contact details you would like to add.


Appointment Booking

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Step 6: Additional Details

1) Click ‘Refresh’

2) Click ‘Amend’

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Appointment Booking

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1) Click ‘Next’

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Appointment Booking

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Most of the details will have been filled in when you raised the

fault, however this gives you opportunity to make any changes.


Appointment Booking

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The Access Arrangements and Site Hazard fields are the

most important fields to fill out. The engineer will see these

notes so please enter any information that will help them with

their investigations.


Appointment Booking

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1) If you want to change the appointment you selected in Step

5 then select ‘Yes’. Otherwise select ‘No’

2) Tick the box if you agree with the statement

3) Click ‘Next’

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3

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Appointment Booking

19

Step 7: Confirmation

Confirmation that your appointment has been booked


Verifying your Appointment slot

20


Confirming Appointment

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Step 1: Appointment Details Section

From the Fault Details screen scroll down the page to the

Appointment Details section



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You can see the Appointment date and time under the

Appointment Details section.

If you have amended the appointment and the amended slot

isn’t showing on this page, then you can confirm the correct

appointment by following the next slide



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Step 2: Supplier Notes

1) Click ‘Supplier Notes’

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You can view the Appointment Details extracted from

Openreach’s systems

If you see a difference between the date on the Appointment

Detail page and the Supplier Notes page, please contact BT

Wholesale to confirm the slot.


Changing your Appointment (Amend)

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Changing your Appointment

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Step 1: Changing your Appointment

You can only amend the appointment date 24 hours before the

appointment date. After this point we are not able to make any

changes

1) Click on ‘Amend’

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Amending Appointment

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1) Click ‘Next’

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Amending Appointment

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From here the steps are the same as making your initial

appointment but you have to go through the structured

questions first before you select the Appointment slot (see

slides 9-19)

Ordering Fibre to the Premises (FTTP) · Confirming Appointment 22 Step 1: Appointment Details Section You can see the Appointment date and time under the Appointment Details section.

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