General Customer FAQs

 

Registering For An Account

Who has a login for the BT Lancashire Education Website?

How do I register my school for an account?

How do I register as an additional member of staff at my school?

Why doesn't my password work for the BT Lancashire Services Education Website?

The BT Lancashire Services Education Website does not let me enter my new password and I cannot log in.

How often must I change my password?

I am trying to set a new password for my account but it tells me my new password is not complex enough - how do I set a new password?

Why can't I use the same password again when choosing a new one?

How do I get my account details for the BT Lancashire Services Education Website resent to me?

Our Services

How do I make further enquiries regarding support and annual services offered by BT Lancashire Services?

How do I order installation of the product I have ordered?

How do I request a technical site visit?

How do I request an update on progress of a Service Request? (for updates on catalogue deliveries see below)

Billing and Ordering

How is my school billed for products purchased via the BT Lancashire Services Education Products Catalogue?

I have a query regarding goods ordered from BT Lancashire Services Education Products Catalogue.

Who can I talk to about goods on sale?

Can I order something not on the catalogue?

Who do I contact to chase an order?

Who do I contact about faulty goods on delivery?

Who do I speak to if my product fails under warranty?

How do the cashback offers from manufacturers regarding goods ordered via  the BT Lancashire Services Education Product Catalogue work?

Queries About Logging In and Accounts

I have forgotten my login or password for the BT Lancashire Services Education Products Catalogue.

I have returned to the BT Lancashire Services Education Products Catalogue via my bookmark link and the site looks different - there is no mention of BT Lancashire Services on the homepage etc. only BT Business Direct?

How do teachers log in and order goods from the BT Lancashire Services Education Products Catalogue on behalf of my school?

How do Head Teachers give additional members of staff at my school the ability to login/order from the BT Lancashire Services Education Products Catalogue?

How do Head Teachers prevent a member of staff from logging in/ordering from the BT Lancashire Services Education Products Catalogue on behalf of my school?

How do I amend my account details at BT Lancashire Services Education Products Catalogue?

How do I get my account details for the BT Lancashire Services Education Products Catalogue resent to me?

I have recently moved schools, how do I continue to access the BT Lancashire Education Services Website?

I have a question about the BT Lancashire Education Services Website not listed on this page? 

 

Who has a login for the BT Lancashire Education Website?

All schools who have an account for Lancashire County Council Schools Portal and who currently subscribe to BT Lancashire Services.

All schools are welcome to register for an account however staff at the above schools who have a School Portal Account will have access to the BT Lancashire Education Website using their School Portal credentials.

How do I register my school for an account?

If you are a new to BT Lancashire Services please complete our online form to access our website and catalogue.

How do I register as an additional member of staff at my school?

Please complete our online form to access our website and catalogue.

For Lancashire Schools creating a school's portal account for your new member of staff will allow them to log in with these new credentials.

Please contact your administrator for school's portal accounts.

Why doesn't my password work for the BT Lancashire Services Education Website?

If you have forgotten your password please request a new password using the link below.

Request a new Password

Please enter your username and email address before sending the request (in some circumstances we may also need to contact you).

If you enter your password incorrectly more than three times you will be temporarily blocked from using the system and once this has happened even if you enter the correct password it will be rejected and you will be required to request a new password via the form above,

This is to protect your account from unauthorised use.

If you do not know the email address your account is registered to, please speak to your school portal administrator.

The BT Lancashire Services Education Website does not let me enter my new password and I cannot log in.

A) You may need to switch off the "autocomplete" facility within windows which remembers passwords.

This will automatically enter the previously saved password and not prompt you to change it.

To reset the autocomplete facility:

  1. click on Windows 'Start' button at the bottom left of your screen
  2. select 'Control Panel'
  3. select 'Internet Options'
  4. select the 'Content' tab at the top of the pop up window
  5. click on the 'autocomplete' box or select "Settings" in the Autocomplete section.
  6. remove the tick from "Forms/User names and passwords on forms"
  7. click 'Clear Passwords' from the Clear Autocomplete history section.
  8. Finally click the 'OK' button to save the changes - this should clear the password for the portal and allow you to enter you new one.

B) You may have entered the password incorrectly or copied a space along with the password. 

To copy and paste your password highlight it with your mouse, right click the highlighted text and select 'copy' from the list of options that appear. 

Next go to the log in page and enter your username, right click in the password box and select 'paste' from the options that appear. 

Make sure there are the same number of dots in the box as there are characters in the password and click on 'login'

How often must I change my password?

Your password will expire after 3 months.

When your password has expired and you attempt to login, you will be prompted to set a new password for your account. You will not be able to login until you have entered a new password.

I am trying to set a new password for my account but it tells me my new password is not complex enough - how do I set a new password?

Passwords should be at least 6 characters long and include both letters and numbers.

The letters can be upper, lower or a mixture of cases.

For example:

 abc123, abcde1, 5AbCDe, 123a456, abcde8ABCDE

It is common to use a word that you can remember easily, with one or more letters replaced with similar looking numbers.

For example:

 m0nday, pa55word, secur1ty

However, you should avoid choosing a password which another person could easily guess.

Why can't I use the same password again when choosing a new one?

To satisfy Audit requirements for password security, the Education website will not allow you to reuse a previous password for a period of 12 months from the last time it was used. Please think of a different password.

If you are struggling to log into the system please refer to Why doesn't my password work for the BT Lancashire Services Education Website?

How do I get my account details for the BT Lancashire Services Education Website resent to me?

Please contact ASKICT@BTLancashire.co.uk to request your account details are resent to you.

How do I make further enquiries regarding support and annual services offered by BT Lancashire Services?

Full details of all our annual services are available on the website when you login. Further information can be requested by completing Request More Information Form or emailing educationsales@btlancashire.co.uk or call 0300-123-6797 Option 2.

How do I order installation of the product I have ordered?

Further information on services or requests for site visits can be made via the Request More Information Form or emailing educationsales@btlancashire.co.uk or call 0300-123-6797 Option 2.

How do I request a technical site visit?

Further information on services or requests for site visits can be made via the Request More Information Form or emailing educationsales@btlancashire.co.uk or call 0300-123-6797 Option 2.

How do I request an update on progress of a BT Lancashire Service Request? (for updates on catalogue deliveries see below)

Please email your request to our Business Relationship Managers at educationsales@btlancashire.co.uk or if you have been nominated a Project Manager please contact them personally.

How is my school billed for products purchased via the BT Lancashire Services Education Products Catalogue?

For Lancashire maintained schools (Non Chequebook Schools), there will be no change to your current method of payment. Once you have placed your order, a journal transfer will be implemented internally by BT Lancashire Services and Lancashire County Council, which will be shown on your individual Oracle financials reports.

For Lancashire Maintained Chequebook Schools, or for chequebook/non-chequebook schools outside of Lancashire, you may place your order and, once the goods have been dispatched, BT Lancashire Services, will send you an invoice in the name of Lancashire County Council within 30 days of you order being placed. Payment of that invoice should be made to the County Council within the timescale detailed on the invoice.

Alternatively if you are a school with your own bank account, you can make payment to BT Business Direct at point of order via credit or debit card, if you prefer not to wait for a separate invoice. 

I have a query regarding goods ordered from BT Lancashire Services Education Products Catalogue.

Please see the Help Section of the BT Lancashire Services Education Products Catalogue here.

Who can I talk to about goods on sale?

All questions regarding product features, progress of orders, product orders or credit limits on the product catalogue should be directed to our partners BT Business Direct. Full details are available on the help pages of the catalogue or you can ring 0870-429-3165 or email philip.marr@bt.com.

Can I order something not on the catalogue?

Yes, please email your requirements to educationsales@btlancashire.co.uk.

Who do I contact to chase an order?

All questions regarding product features, progress of orders, product orders or credit limits on the product catalogue should be directed to our partners BT Business Direct. Full details are available on the help pages of the catalogue or you can ring 0870-429-3165 or email philip.marr@bt.com.

Who do I contact about faulty goods on delivery?

All questions regarding product features, progress of orders, product orders or credit limits on the product catalogue should be directed to our partners BT Business Direct. Full details are available on the help pages of the catalogue or you can ring 0870-429-3165 or email philip.marr@bt.com.

Who do I speak to if my product fails under warranty?

Please see the Help Pages of the catalogue here.

Please remember that the catalogue does not use your school's portal login.

How do the cashback offers from manufacturers regarding goods ordered via  the BT Lancashire Services Education Product Catalogue work?

The documentation that comes with the Product will contain specific directions on how to claim. The overview of the process would be;

  1. Go to manufacturers website and complete cashback offer form.
  2. Provide proof of purchase (copy of invoice).
  3. Cashback will be credited to the account details you provided in the form.

I have forgotten my login or password for the BT Lancashire Services Education Products Catalogue.

Your password can be reset using the Reset Password function on the Catalogue Login page. if your Head Teacher has lost your school's initial login details please email philip.marr@bt.com. We will need to carry out some account verification which will take approximately 2 working days to process.

I have returned to the BT Lancashire Services Education Products Catalogue via my bookmarked link and the site looks different - there is no mention of BT Lancashire Services on the homepage etc. only BT Business Direct?

To access the BT Lancashire Services Education Products Catalogue and receive our enhanced service (negotiated pricing and guidance on approved equipment) please login to the BT Lancashire Services Education Website here, navigate to the products page here and click on the link to the BT Lancashire Services Education Products Catalogue (example below). Please note that this link only appears once you have logged in.

How do teachers at school log in and order goods from the BT Lancashire Services Education Products Catalogue on behalf of my school?

When a school account is created on BT Lancashire Services Education Products Catalogue only the Head Teacher is provided with a login.

The Head Teacher can then assign additional members of staff the ability to login and order on behalf of your school.

Please speak to your Head Teacher to request this. (Head Teacher please refer to Question 4d).

How do Head Teachers give additional members of staff at my school the ability to login/order from the BT Lancashire Services Education Products Catalogue?

Please cut and paste the table below into an email and send via your official Head Teacher email address to philip.marr@bt.com

Please create an account for this member of staff at my school.
Staff Salutation (Title)                                                
Staff First Name  
Staff Surname  
Staff Email Address  

School's BT Business Direct School

Account Number

 
Staff School Name  
Staff Phone Number  

An additional BT Business Direct Account associated with your school wil be created and login information will be sent to your nominated member of staff.

How do Head Teachers prevent a member of staff from logging in/ordering from the BT Lancashire Services Education Products Catalogue on behalf of my school?

Please cut and paste the table below into an email and send via your official Head Teacher email address to philip.marr@bt.com 

Please delete the account for this member of staff at my school.
Staff Salutation (Title)                                                
Staff First Name  
Staff Surname  
Staff Email Address  

School's BT Business Direct School

Account Number

 
Staff School Name  
Staff Phone Number  

How do I amend my account details at BT Lancashire Services Education Products Catalogue?

When logging into the Product Catalogue site, please select 'forgotten your password' and insert your email address and the information will be sent to you.

How do I get my account details for the BT Lancashire Services Education Products Catalogue resent to me?

When logging into the Product Catalogue site, please select 'forgotten your password' and insert your email address and the information will be sent to you.

I have recently moved schools, how do I continue to access the BT Lancashire Education Services Website?

The Head Teacher at your new school will need to create a School Portal Account for you to access the BT Lancashire Services Education Website.

Please request that the Head Teacher at your old school removes your School Portal and BT Lancashire Services Education Catalogue account (see instructions above).

I have a question about the BT Lancashire Education Services Website not listed on this page? 

Please see our Contact Us Page here.