When calling the BT Redcare Technical Helpdesk, it helps to have the correct information to hand. This will always include a valid STU number, and if an engineer is required, details of the site contact and times when access to the site will be possible.
The BT Redcare Technical Helpdesk is always seeking ways to provide maximum value to customers while restoring end-user services as quickly as possible. But when the Helpdesk is alerted to a fault that requires an engineer to attend a customer site, access and contact details are required before a BT engineer can be dispatched.
To speed up the repair process, the person reporting the problem to the Helpdesk should provide a contact name, email address and telephone number for the site, as well as the hours when the site is accessible.
A site contact is needed because although businesses are likely to be accessible between 9am and 5pm, domestic sites might be more difficult to access. In the event of a fault, knowing who to contact and when the site is accessible helps BT Redcare to avoid delays to the repair of customer phone lines and makes it easier for us to maintain our usual high standard of service and support.
On receipt of the relevant details, BT Redcare Helpdesk staff will pass on the information to the local BT repair team so that the customer’s fault can be resolved as quickly as possible. Failure to provide these details may require us to place several calls in order to ascertain the appropriate time for an engineer to visit, thus delaying the repair. Please be aware that the end user may be charged for site visits made by BT engineers.
The BT Redcare Technical Helpdesk uses STU numbers as verification that callers have the authority to discuss a BT Redcare connection. If the alarm company or ARC contact are unable to quote a STU number, BT Redcare will look into any service problems at the site and progress them accordingly but will be unable to discuss any findings without the STU number being quoted.
In addition, if Helpdesk staff are not supplied with the correct STU number, they must also spend valuable time trying to identify the correct site. Sometimes, administrative errors can mean that the telephone number or ARC contract number provided do not match the current STU number. In such cases there will be a delay in resolving the customer’s problem.
The best and simplest solution is to have the correct STU number to hand when calling the BT BT Redcare Technical Helpdesk. The STU number should be in the format (HH-SSS-PPPP), where HH is the HOST (a value of 21,31 or 41), SSS is the Scanner (a value between 001 and 254) and PPPP is the Port (a value between 0001 and 1024).
For more information, please phone the BT BT Redcare Technical Helpdesk on 0800 671 240.