Enterprise and Wholesale Customer Support Portal user guide

Last Updated: Friday 6 Mar 2026

Jump to a topic:

1. Request specific changes to your services and account

2. Raise cases for faults, incidents, or other general enquiries

3. Manage your requests and cases

4. Navigation and other functions

Accessing the Customer Support Portal

You can access the Customer Support Portal via this link.

When you click Login, you will be taken to an Over the Wire login page to authenticate your account. Log in with your Over the Wire Portal login details.

Once validated, you will be automatically redirected to the Customer Support Portal.



Managing Customer Support Portal users

You can add or remove users for the Customer Support Portal through the Over the Wire portal.

Adding a user

1. Once logged in, open the OTW Portal and navigate to Contacts.

2. Select Invite a Contact, then enter the new email address.

3. Choose their Notification Methods and Subscription Preferences, then click Invite.

4. The user will receive an email titled: "Access Invitation from (Your Business Name) via Over the Wire Portal".

   The email contains a link with their email prefilled as the username and a One-Time Key to complete the setup.

5. Once they accept the invitation, they will become a registered contact and gain access to the new portal.

Make a request

Requests are for specific support actions included in our catalogue, such as making a change to a managed service or changing user access to your services.

To do so, select Make a request from the home screen.

From there, you’ll be able to choose from a list of requests and fill out the relevant form.

Note: if we don’t yet have a form for your request, Raise a case instead. We are always adding to our list of forms, so check in regularly and let us know if you have any feedback.

Existing requests can be tracked and managed under My Cases from the navigation bar.

Raise a Case

If you need to report a fault, have a request we don’t yet have a form for, or have a general question, you can raise a case.

When raising a case, please provide as much information as possible and any relevant attachments. Once submitted, you can view updates to the case in the My Cases tab of the navigation bar.

Manage your requests and cases

This section outlines the tools available to help you track, review, and manage your cases and requests.

Dashboard

The Dashboard allows you to view analytics for your cases, including the number of cases you have raised, who logged them, response and resolution times.

My Cases

My Cases provides summaries of your in-progress and resolved cases and requests.

Note: this will only reflect cases raised in the Customer Support Portal. For updates on cases raised in the Self-Service Support Portal (SSSP), please check that portal or reach out to us.

You can view who raised each case under ‘Contact’.

If we need more information or require action from you, you can view this under Action Needed on the left-hand side menu.

To view more case details, including status updates, click on the case number.

You can view action needed for a specific case and respond to requests on this screen under Activity. This includes accepting or rejecting a proposed resolution to a case.

Updates to your cases will also appear in Notification on the navigation bar.

To raise a new case, click Raise a Case in the navigation bar or the home screen.

Navigation and other functions

Notification

The Notification tab will appear on the navigation bar while there are unread notifications to view. From the Notification screen, you can track previous or existing cases and requests, as well as any actions or approvals needed. For statistics for previous cases, select Dashboard from the navigation bar.

Find answers, faster

The search bar on the home page allows you to search through your cases, requests, and more. You can look up items using identifiers such as text from case updates, case titles, or reference numbers.

In the future, it will also link to our knowledge base, containing information about the portal, products, services, and troubleshooting guides.

Surveys

The Surveys button will appear in your navigation bar when there is a pending survey to complete. Every survey is important to us to maintain and improve your services and the way you do business with us. Thank you in advance for filling them out when they arrive.

If you have any questions or feedback about the customer support portal, feel free to reach out to us.