Contact N3
N3SP Help Desk
The N3SP helpdesk is available as your first point of contact for any queries you have. Please phone the helpdesk to speak to someone who can assist before using any of the email addresses below.
0800 085 0503
- Option One: Reporting or Information on Existing Faults
- Option Two: Information on Provision/Migration of N3 Service, incl. engineering appointments
- Options Three: All other enquiries
Option 1 - Fault Escalation
N3SP operates a jeopardy management process for all faults, which will automatically initiateescalations at critical points in the fault management process.
However, if at any time you are not satisfied with the progress of a fault, you can initiate a formal escalation via the Service Desk 0800 085 0503 option 1.
N3SP operates a six level escalation process designed to overcome barriers that delay the swift resolution of a fault. You can continue to escalate faults via the Service Desk, but allow each level time to resolve the fault (see escalation timescales guide below).
For information only, your escalation will be dealt with by the following people or their nominated deputy.
Note: Major incidents are typically defined as 5 sites or more with Severity 1 faults.
| Level | Role | Escalation Timescales Guide |
|---|---|---|
| One | N3SP Service Desk Team | |
| Two | N3SP Operations Manager | 15 minutes for Major Incidents 45 minutes for Severity 1 |
| Three | N3SP Senior Operations Manager | 15 minutes for Major Incidents 60 minutes for Severity 1 |
| Four | Head of Service | 30 minutes for Major Incidents 120 minutes for Severity 1 |
| Five | Operations Director | At the discretion of Head of Service |
| Six | VP Customer Service Operations | At discretion of Operations Director |
Option 2 - Provision / Migration Escalations
If you are experiencing problems on the day your service is being migrated to N3 please contact the Service Desk 0800 085 0503 option 2. They will be best placed to resolve the issue for you. When calling please provide one of the following:
- Order request reference BT-N3-xxxxx
- Site Identification Number (SIN)
- CRM Order Reference N3BT1-xxxxxxx
- Location and Post Code
However, if you have a requirement to bring forward your N3 provision / migration date, this request should be escalated with NSS and N3 leads at the Strategic Health Authority.
N3SP Scotland team
| Name | Role | Contact |
| Linda Cairney | Director of N3SP Scotland |
01314 483272 |
| Iain Munro | N3SP Scotland Senior Account Manager |
0131 448 5510 |
| John Griffin | N3SP Scotland Customer Experience Manager |
01313 006551 |
| Alana Davidson | N3SP Scotland Senior Project Manager |
0131 448 592 |
| Fraser Cameron | N3SP Scotland Project Manager |
01313 005937 |
| Kevin Wilson | N3SP Scotland Technical Specialist |
01313 001392 |
| David Hay | N3SP Scotland Technical Specialist |
01313 006569 |
| Mike Merriman | N3SP Deployment Project Manager |
0131 448 3492 |
| Amar Parvez | N3SP Network Designer |
0131 300 1127 |
| John Cairns | N3SP Project Control Manager |
01484 654373 |
Other N3SP Teams
The following list of email addresses are group N3SP mailboxes set up to help you receive a prompt response to specific enquiries. This will ensure emails aren't missed when individuals are out of the office.
Before you use these group email addresses, please contact the Help Desk on 0800 085 0503, who will refer you to a specific department.
| Team name | Description of use | Contact details |
|---|---|---|
| CRM Team | Published on the CRM system (accessed via this site in the N3 CRM section) this group email address is for the CRM team, dealing with: request changes to existing CRM user IDs CRM suggestions request site data changes including building new sites on the CRM queries relating to Access Agreements and Expressions of Interest. |
crm.mailbox@bt.com |
| N3SP IP Addressing Team | Use this email address for requesting IP address ranges or for any IP addressing queries. | nisgtelecom.nss@nhs.net |
| N3SP Bespoke Ordering team | Use this email address if your dealing direct with the Customised Services (also known as the Bespoke Ordering team). | bt.n3.bespoke.orders@bt.com |
| N3SP Change Control team | Use this email address if you have change requests, or have change query. | btn3ccc@bt.com |
| N3SP Hot Issues Team | Use this email address If you have an N3 issue which has been logged as an escalation and you need to check its progress. | btn3.hot.issues@bt.com |
Planned Outages
Please contact N3SP by completing an N3 Customer Outage Notification.
Hot Issues
To request an order onto the Hot Issues list for faster delivery, please contact Jim Anton on nisgtelecoms.nss@nhs.net with these details:
- Site code
- Order number: BT-N3-
- SIN number (if known)
- Site address and postcode
- Required delivery date and reason for escalation
N3SP Complaints
To raise a complaint with N3SP please complete and submit this Complaint Submission form.
Or you many send your complaint by recorded delivery to:
N3 Complaints Team
pp G5
Dumbarton TEL EXCH
Strathleven Place
Dumbarton
Lanarkshire G82 1BA
Once we've received your complaint this is what happens:
- 1. N3SP will contact you within 1 working day to confirm we have received and registered your complaint.
- 2. The N3SP complaints team will agree a contact plan with you while the complaint is investigated.
- 3. The N3SP complaints team will be in touch once a week until your complaint is resolved.
- 4. A full response will be supplied to you addressing the issues, including details of the complaint investigation and answering all your questions and concerns.
- 5. Once you are happy with the response, we will ask for your approval to close the complaint. If we don't hear from you within 5 working days of sending our response, we'll assume all is well and close the complaint.
Other enquiries
Contact the NISG team on NISGtelecom.nss@nhs.net. Alternatively you can use the online contact us form for general enquiries.
