BT Wholesale Customer Service Plan
How BT Will Support the Delivery of BTGS Connect UK Services
2014 © British Telecommunications plc
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BT Wholesale Customer Service Plan
How BT Will Support the Delivery of BTGS Connect UK Services
1 Index
1
Index ............................................................................................................................................................2
2
Introduction to the Customer Service Plan ............................................................................................3
3
2.1
Objectives .............................................................................................................................................3
2.2
Document Ownership...........................................................................................................................3
2.3
Document Control ................................................................................................................................3
Delivering Service – Order Entry .............................................................................................................3
3.1
4
Delivering Service – Installation Management ......................................................................................4
4.1
5
Order Entry – Contact and Escalation Details ......................................................................................3
Installation Management – Contact and Escalation Details .................................................................4
After Sales Service – Repair ....................................................................................................................5
5.1
Repair – Contact and Escalation Details ...............................................................................................5
6
Billing ...........................................................................................................................................................5
7
Complaint Handling ...................................................................................................................................5
Legal and Confidentiality Statement
The information contained in this Customer Service Plan is confidential information as per your terms and
conditions with BT. Please do not forward, republish or permit unauthorised access.
It should be noted that the information contained in this Plan represents BT Wholesale’s current view of the
product at the time of publication of this document. The information may change, as a result, BT reserves the
right to amend or replace any or all of information in this Plan.
Any developments carried out by CPs based on the contents of this Plan are entirely at the CPs
own risk. BT shall have no liability in contract, tort or otherwise for any loss or damage, howsoever
arising from use of, or reliance upon, the information in this document by any person.
2014 © British Telecommunications plc
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BT Wholesale Customer Service Plan
How BT Will Support the Delivery of BTGS Connect UK Services
2 Introduction to the Customer Service Plan
2.1
Objectives
The purpose of this Customer Service Plan (CSP) is to set out the points of contact in BT. In addition it will
provide assistance and useful information to enable you, our customer, to work with BT to provide the best
possible service to your end users.
The CSP is intended to be a live document and as such will be reviewed on a regular basis to maintain its
effectiveness. It should be noted that this document does not affect the contractual relationship between BT
and its customers.
2.2
Document Ownership
This Customer Service Plan is owned and updated by the Product Management Team in BT Wholesale.
2.3
Document Control
Issue Number
Issue 1
Issue 2
Issue 3
Issue 4
Issue 5
Issue 6
Issue 7
Date
August 2011
January 2012
May 2013
July 2013
January 2014
March 2014
April 2014
Comment
Version 1
Version 2
Version 3
Version 4
Version 5
Version 6
Version 7
Changes to this document can only take place with the agreement of the Content Owners. The level of sign off
is to be decided by the significance of the changes and will be determined by agreement between the content
owners.
3 Delivering Service – Order Entry
3.1
Order Entry – Contact and Escalation Details
Where BT Wholesale is aware of a problem that may impact service adversely, then the matter will
automatically be escalated internally within BT.
Alternatively, customers may wish to escalate an issue themselves using the contact points shown in the table
below.
It is important that the above contacts are progressed through in order.
There is no advantage in skipping from level 1 escalation to level 3.
IP Connect UK / IP Connect UK Reach/ IP Connect UK ADSL/ Internet Connect UK - Order Entry
Level
Contact Name
Contact
1st Level
For Internet Connect UK - Surjit Singha
0117 304 6797
1st Level
For IP Connect UK - Sheena Thankachan
0121 311 8291
1st Level
For IP Connect UK ADSL - Ajay Shinde
0117 304 6754
2nd Level
Jibi Thomas
0121 265 1119
3rd Level
Edwin Nathan
00 91 954 501 5657
4th Level
Mathew Samuel
00 91 982 335 4354
5th Level
Pete Trevorrow
07710 010899
Cellstream - Order Entry
Level
Contact Name
Contact
1st Level
CellStream Service Operations (for ceases)
Email: [email protected]
Closure
CellStream Closure Programme
Email: [email protected]
2014 © British Telecommunications plc
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BT Wholesale Customer Service Plan
How BT Will Support the Delivery of BTGS Connect UK Services
4 Delivering Service – Installation Management
4.1
Installation Management – Contact and Escalation Details
Where BT Wholesale is aware of a problem that may impact service adversely, then the matter will
automatically be escalated internally, within BT.
Alternatively, our customers may wish to escalate an issue themselves using the contact points shown in the
table below.
IP Connect UK - Installation Management
Level
Contact Name
Contact
1st Level
Andy Lewis - Team Member
0800 328 7122 option 2
2nd Level
Nikki Price – Team Leader
0551 666 2302
3rd Level
Mark Slade – Service Manager
07736 636369
4th Level
Howard Ambrose - Senior Service Manager
07764 140126
5th Level
Olwen Hill – General Manager
07850 681784
Internet Connect UK - Installation Management
Level
Contact Name
Contact
1st Level
Kaye Williams - Team Member
0800 328 7122 option 1
2nd Level
Nikki Price – Team Leader
0551 666 2302
3rd Level
Mark Slade – Service Manager
07736 636369
4th Level
Howard Ambrose - Senior Service Manager
07764 140126
5th Level
Olwen Hill – General Manager
07850 681784
Cellstream - Cease Management
Level
Contact Name
Contact
1st Level
Andy Lewis - Team Member
0800 328 7122 option 2
2nd Level
Nikki Price – Team Leader
0551 666 2302
3rd Level
Mark Slade – Service Manager
07736 636369
4th Level
Howard Ambrose - Senior Service Manager
07764 140126
5th Level
Olwen Hill – General Manager
07850 681784
IP Connect UK Reach - Installation Management
Level
Contact Name
Contact
1st Level
Provision Team Member
0808 1000 802 option 3
2nd Level
Prity Patel - Escalations Manager
0808 1000 802 option 3
3rd Level
Diane Dodd – Team Manager
020 8854 8093
4th Level
Angela Sangster - Head of Delivery Management
020 8309 5894
5th Level
Danny Garvey – VP Business Management
07802 176631
2014 © British Telecommunications plc
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BT Wholesale Customer Service Plan
How BT Will Support the Delivery of BTGS Connect UK Services
5 After Sales Service – Repair
5.1
Repair – Contact and Escalation Details
Where BT Wholesale is aware of a problem that may impact service adversely, then the matter will
automatically be escalated internally, within BT.
Alternatively, our customers may wish to escalate an issue themselves using the contact points shown in the
table below.
IP Connect UK / IP Connect UK Reach / Internet Connect UK / Cellstream - Repair
Level
Name
1st Level
Contact
0800 456 5909
2nd Level
Duty Manager
0131 300 6808
3rd Level
Fiona King
0131 300 6832
4th Level
John Blackwood
07703 106274
5th Level
Kaye McDonald
01560 600167
OOH
Duty Manager
0131 300 6808
IP Connect Global - Repair
Level
Contact Name
Contact
1st Level
Team Member
0800 672538
2nd Level
Team Leader
0800 672538
3rd Level
Vien Ly
01923 681220
4th Level
Chu Onwuagha
020 7777 8510
5th Level
Paul Sedge
07808 502385
6 Billing
For all billing enquiries please contact the BT billing point of contact as detailed on the BT Invoice.
7 Complaint Handling
BT Wholesale generally divides complaints into two categories:
i) Operational Complaints
ii) High Level Complaints.
Operational Complaints
These are complaints arising out of a business as usual service delivery and usually relate to repair and
provision. As such the normal BT Wholesale operational channels are best placed to resolve any issues and
the first level escalation point as detailed in sections 3 and 4 above should be contacted to deal with such
complaints.
If after exhausting the normal escalation route an Operational Complaint is not resolved to your satisfaction
please contact your BT Client Manager.
High Level Complaints
High Level Complaints are those complaints that generally obtain a high level of priority because of e.g. the
level of customer dissatisfaction. In the first instance such complaints should be directed to your account
manager.
2014 © British Telecommunications plc
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