Frequently asked questions

We find that many customers ask similar questions when calling about faults, repair and maintenance. Check our 'top ten' and see if your question is answered.

1. What are the technical helpdesk numbers and where can I find a comprehensive list of BT contact numbers?
2. Who do I report my faulty phone system/modem/router/LAN/WAN/WLAN to?
3. I can never seem to find the same web page again - the urls are always changing. Isn't there a single, constant address?
4. Why don't you show direct product comparisons in an easy to read chart?
5. Why can't brochures, manuals and user guides be available to download from the site?
6. How do I know which phones are compatible with which switches?
7. Does BT charge for making visits to a site?
8. I need some configuration advice for my phone system - who can help me?
9. I want to arrange a maintenance contract for my phone system. How do I do this and what options do I have?
10. I just don't understand a lot of the technical language BT uses and it puts me off. Why can't you just speak in plain English?

1. What are the technical helpdesk numbers and where can I find a comprehensive list of BT contact numbers?

Customers with a current service contract with BT can report faults and get full technical support for their installed equipment. Contact details for dedicated helpdesks are supplied with every product and service that you buy from us.

If you want to find out more about service and maintenance from BT or want to sign up today to a new maintenance contract, call us free on 0800 389 3364.

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2. Who do I report my faulty phone system/modem/router/LAN/WAN/WLAN to?

We provide full written details of warranties and service/maintenance available - including contact numbers for the relevant helpdesks and BT service offices - with every product that you buy from us. The support section of our website carries a full list of contact numbers.

Only customers with a current service contract with BT can report faults and get full technical support for their installed equipment. If you want to find out more about service and maintenance from BT or want to sign up today to a new maintenance contract, call us free on 0800 389 3364.

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3. I can never seem to find the same web page again - the urls are always changing. Isn't there a single, constant address?

There is. The Communications for Business home page at www.convergentsolutions.bt.com is permanent and will always connect you to our product, service and maintenance portfolio for businesses. Bookmark it or add it to your favourites for easy reference.

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4. Why don't you show direct product comparisons in an easy to read chart?

It's not easy to summarise the many features of different products to produce a fair comparison and often it is the detailed specification and functionality that makes one product more useful than another to a customer. However, we understand the need to make such comparisons easier and are planning changes as part of our regular website upgrade programme.

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5. Why can't brochures, manuals and user guides be available to download from the site?

All our general information on products, services and the business context - brochures, datasheets, white papers - are available for immediate download from the Library. Manuals and user guides - usually produced by the manufacturer - can only be made available to customers with the product in question so are not available for the general public. Customers wanting to download a user guide should visit the product support site.

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6. How do I know which phones are compatible with which switches?

It's an endless task to check compatibility between every phone and every variation of every switch. For existing customers, the quickest way to ensure compatibility is to check with your BT Account Manager if the combination you are considering is feasible.

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7. Does BT charge for making visits to a site?

In general, and as you would expect of any business, BT needs to cover all its actual costs. Visit charges are always built into the quote we give you for the job but sometimes are identified as a separate item. To be certain, just ask when you place your order.

Under a BT service contract, all charges for engineering visits to fix faults are included. BT will always seek to clear faults remotely where possible. If you want to find out more about service and maintenance from BT or want to sign up today to a new maintenance contract, speak to your BT Account Manager or call us free on 0800 389 3364.

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8. I need some configuration advice for my phone system - who can help me?

Visit the BT product support website or call the relevant product helpdesk.

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9. I want to arrange a maintenance contract for my phone system. How do I do this and what options do I have?

BT has a range of maintenance options for all the phone systems we provide, designed to meet the needs of all kinds of businesses. To take up one of these options just call your BT Account Manager.

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10. I just don't understand a lot of the technical language BT uses and it puts me off. Why can't you just speak in plain English?

We try but, all too often, the technical details are precisely what distinguish one product from another! If it all gets too much, try our Glossary - available from any of our pages - and get an instant explanation of the terms we use.

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How can we help you now?

Get a free quote now or for further information simply get in touch and one of our advisors will contact you. You will find detailed information to download in our Library.