Support requests

Updated 4 months ago by BCH Digital Support

Overview

The guide below illustrates how to raise support requests, at what times and through which channels. 

Help Desk

Response time: around 4 hours

For: general requests & enquiries, service and non-service impacting faults.

After logging into the web portal, go to Management & Reports and then click BCH Help Desk

Here you can create a new ticket or view current tickets.

When tickets change status and request further details, you will be notified the email address registered with the portal account. 

The Help Desk is monitored Monday to Friday 09:00 to 17:30.

An overview of 'Your Support Tickets' and the 'Platform Status' is shown on the 'Dashboard' when you log into the portal:

System Status

Response time: around 4 hours

For: wider faults and issues relating to BCH network, hardware and maintenance schedules.

Clicking More Details on Platform Status will take you to our 'System Status' page. (This page can also be found here - https://status.telecomstats.co.uk/)

If you have not already done so, subscribe to our status updates by clicking the link above and Subscribe to Updates. Please then enter your email address. 

Tip: if you need to subscribe multiple addresses, create an email distribution address and register that instead.

Email

Response time: around 1 day

For: general requests & enquiries and non service impacting faults.

You can email the service team at support@bchdigital.com. This isn’t picked up as quickly as using the helpdesk, and is monitored Monday to Friday 09:00 to 17:30. 

Telephone

For: general requests & enquiries, service and non-service impacting faults.

The mainline number into BCH is 0161 537 7707. From here you have 3 options: Press 1 for Support, 2 for Sales and 3 for Accounts .

The BCH mainline is available Monday to Friday - 09:00 to 17:30.

Faults: as a general rule for fault-reporting, we request that as well as a phone call you submit a ticket with call examples, the number(s) and service(s) that is/aren’t working as well as any further information that might be helpful.

Out of Hours

For: service impacting faults only.

The out-of-hours line is 01527531046. During the times shown below, the out-of-hours technical support is available for service impacting issues only. Any calls to this number for basic changes to the portal will result in a £50 charge. 

Out-of-hours is available Monday to Friday 08:00 to 09:00 and 17:30 to midnight. It’s also available Saturday and Sunday from 08:00 to midnight.


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