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Common Tasks in the Customer Portal

This page lists the tasks people most often do in the Customer portal, grouped by what you are trying to do. Each task has a one-sentence answer with where to go, and a link to the page with the full steps. Your service provider decides what your sign-in may see and do, so a page or button named here may not be in your portal.

How do I get into and out of the Customer portal?​

Open the Customer portal address your service provider gave you and sign in with your email address and password; sign out with Sign out beside your name at the bottom of the menu.

  • Sign in — type your Email address and Password on the page headed Sign in to see your calls and select Sign in. There is no "remember me" box: you stay signed in on that browser by itself, normally until you sign out or thirty days pass without use. See How to Sign In to the Customer Portal.
  • Set your password on your first visit — select Set your password on the Customer portal sign-in page, type your email address, your name and a new password of at least eight characters twice, and select Set your password again. Length is the only rule: no capital letter, number or symbol is needed. See How to Set Your Customer Portal Password the First Time.
  • Use an older password shorter than eight characters — it still works: the eight-character rule applies only when a password is set, never when you sign in.
  • Change or reset your password — there is no change-password page inside the Customer portal. Select Forgot password on the sign-in page, type your email address and a new password twice, then ask your service provider to switch your sign-in back on; no email is sent. Or ask your service provider to set a new password for you. See How to Reset a Forgotten Customer Portal Password.
  • Sign out, for example on a shared computer — select Sign out beside your name at the bottom of the Customer portal menu and check you are back on the sign-in page. See How to Sign Out of the Customer Portal.
  • Understand a message on the sign-in page — each message on the Customer portal sign-in page says what to do next, and most mean something only your service provider can change, so contact them with the email address you tried. See How to Sign In to the Customer Portal.

How do I look at another of my accounts in the Customer portal?​

Select the account name at the top of the Customer portal menu, marked Account · press to switch, and pick the other account on Choose an account.

  • Choose an account after signing in — when your sign-in has several accounts, select one on the Choose an account page; with more than three, type part of its name, code or address in Search. See How to Choose or Switch Between Your Accounts.
  • Switch to another account — select the account name at the top of the Customer portal menu and choose again; on a phone, turn the phone sideways so the full menu appears, or, where the screen is still too narrow, open the portal's address again to reach Choose an account. See How to Choose or Switch Between Your Accounts.
  • Go straight to the same account every time — the Customer portal does not remember the account you looked at last, so bookmark that account's Home page in your browser and open the bookmark instead.
  • See all my accounts together — not possible: the Customer portal shows one account at a time, so switch to each in turn, or ask your service provider for a summary across them.
  • Get an account added to your sign-in — contact your service provider, who decide which accounts each Customer portal sign-in reaches. See How to Choose or Switch Between Your Accounts.

How do I report a problem or ask for an engineer in the Customer portal?​

Select Log a call at the top of Home, Account or Calls, choose what it is about, describe the problem in one line, and select Log the call; your service provider then books the engineer.

  • Log a new call — select Log a call in the Customer portal, choose What is it about, type the problem in In one line, check the contact details and select Log the call. See How to Log a New Call.
  • Add more detail, a list or bold text to a new call — type it in the box headed Anything else we should know at the bottom of the Log a call form. Spell checking is switched off in that box, so read it over before you send it. See How to Log a New Call.
  • Give your purchase order (PO) number or your own reference — type them into PO number and Your reference on the Log a call form. See How to Log a New Call.
  • Find a call you just logged that is not in your list — note the call number the Customer portal showed you: your sign-in shows only some calls, and the new one appears once it reaches a status your sign-in can see. Do not log it again. See How to Log a New Call.

The Log a call form has no place to pick an engineer, a date, a time, how urgent the call is or which piece of equipment it is about: say all of that in Anything else we should know, and phone your service provider as well if it cannot wait. No confirmation email is sent, so the call number on screen is your record. It has no button for attaching a file, but on a computer you can paste a picture into the Anything else we should know box: copy the picture, select inside the box and press Ctrl and V together (Ctrl+V). Other files, such as a PDF, cannot be added to a call; email them to your service provider and quote the call number.

How do I find and follow one of my calls in the Customer portal?​

Select Calls in the Customer portal menu, find the call with Search your calls, the date buttons or Status, and double-click it to open its page.

  • See all my calls — select Calls in the Customer portal menu; the list shows every call your sign-in may see, whoever logged it, newest first. See Using Your Calls List.
  • Find a call by its number or my reference — type part of the call number, a word from its one-line description, or your reference into Search your calls. It does not look inside the Details, What was done or the PO number; look in the PO number column instead. See How to Find a Call.
  • Show only this month's calls, or only open ones — press a date button such as This month above the Calls list, and choose a status from Status. There is no filter by type and no date range of your own. See How to Find a Call.
  • Check where a call stands — read its status on the Calls list or at the top of the call's page, in your service provider's own words. The portal does not show when the status changed or who is dealing with the call; ring your service provider and quote the call number. See How to Open and Read a Call.
  • Read what the engineer did — open the call and read What was done, which shows the engineer's notes as soon as your service provider has added them, sometimes before the call is finished. The engineer's notes for each separate visit are not shown. See How to Open and Read a Call.
  • Sort the list or show more calls on a page — select a column heading on the Calls list to sort, and the size buttons at the foot to show 10, 25, 50 or 100 calls. The list does not keep your choice: opened from the menu, it starts at 25 a page, newest first. See Using Your Calls List.

There is no button to export your calls to a spreadsheet or print them; ask your service provider for a report.

How do I change a call I have already logged in the Customer portal?​

Open the call from your Calls list, select Edit beside its heading, make your changes and select Save changes; Edit is there only while the call is not finished and your sign-in may change calls.

  • Correct the description, the kind of call or the PO number — change In one line, What is it about or PO number on the Edit call page and select Save changes. See How to Change a Call.
  • Add more information to a call — on the Edit call page, type into the Details document or select Note to add a line stamped with your name and the time, then select Save changes. Spell checking is switched off there, so read your text over first. See How to Change a Call.
  • Change your reference or the contact details — these cannot be changed in the Customer portal; tell your service provider, quoting the call number. See How to Change a Call.
  • Change a finished call — a closed, matched or cancelled call cannot be changed; contact your service provider, or log a new call if the problem has come back. See Why Can't I See a Call or a Button?
  • Cancel a call or undo a saved change — neither is possible in the Customer portal: ask your service provider to cancel the call, and to put back a change, select Edit again and change it back.

Saving a change does not alert your service provider: the change is saved on the call for them to read, and nobody is told. If it matters soon, ring them as well and quote the call number.

How do I find out when the engineer is coming in the Customer portal?​

Select Visits in the Customer portal menu to see the engineer visits coming up at your site, day by day, with the engineer's name; Home shows the next ones under Coming to your site.

  • See the next visits — select Visits in the Customer portal menu; it opens on Coming up, soonest first. See How to See Your Engineer Visits.
  • See past visits — select Earlier at the top of the Visits page; it holds your fifty most recent, and older ones are on each call's Visits card. See How to See Your Engineer Visits.
  • See who is coming for one call — open the call and read its Visits card, or read the Next visit column on your Calls list. See How to Open and Read a Call.
  • Find out why no visit is showing — a visit appears only once your service provider has booked it, and only if your sign-in includes engineer visits. See Why Can't I See My Engineer Visits?
  • Move, cancel or confirm a visit — not possible in the Customer portal; contact your service provider with the call number and the day.

The Customer portal shows the time the visit was booked for, not a live arrival time: it does not show where the engineer is or their phone number, and it sends no reminder or calendar invitation. If the engineer is late, contact your service provider.

How do I check my account, my balance and my invoices in the Customer portal?​

Select Account in the Customer portal menu for your details and the balance due, and Account history for your invoices, credit notes and payments, with copies to download.

  • See how much I owe — read the Balance due card on the Account page, or select the Balance due figure on Home. See How to See Your Account Details and Balance.
  • See my invoices and payments — select Account history in the Customer portal menu; use Previous and Next under the list for older lines, because it has no search or date filter. See How to View Your Account History.
  • Download a copy of an invoice — on Account history, select the file name in the invoice's Document column. A file called "Document" and a number is still the right invoice; rename it yourself. See How to Download an Invoice or Other Document.
  • Check or correct my account details — read the Account information card on the Account page, and tell your service provider if anything is out of date, because you cannot change it in the portal. See How to See Your Account Details and Balance.
  • Check the engineers are coming to the right place — look at the Where we come to map on the Account page and tell your service provider if the pin is wrong. See What Is the Where We Come To Map?
  • See my account at a glance — select Home in the Customer portal menu for the visits booked, the latest call, the calls logged this month and the balance due. See Using the Home Page.

You cannot pay, download a whole statement, or query an invoice in the Customer portal, and it does not show the notes your service provider keeps about your account: pay the way your invoices ask, and contact your service provider for a statement or about an invoice, quoting its Reference from Account history.

How do I get in touch with my service provider from the Customer portal?​

You cannot message your service provider from the Customer portal, and it does not show their phone number or email address: contact them the way you normally do, and quote the call number when it is about a call.

  • About a call — quote the call number, shown in the Call column of your Calls list and in the heading of the call's page.
  • Add something to an open call — if your sign-in may change calls, select Edit on the call's page, add a line with Note in the Details and select Save changes. Nobody is alerted, so ring them too if it is urgent.
  • About your account — the Account page may name Your account manager, the person there who looks after your account, but it gives no phone number for them.
  • About an invoice — quote the invoice's Reference from Account history.

The Customer portal has no contact form, chat, reply box or help page. See What Can't I Do in the Customer Portal?

What do I do when something is missing from the Customer portal?​

Something missing from the Customer portal is almost always a choice your service provider made for your sign-in, not a fault; contact them and ask them to turn it on.

  • No Log a call button — your sign-in is not set up to log calls. See Why Can't I See a Call or a Button?
  • No Edit button on a call — your sign-in may not change calls, or the call is finished. See Why Can't I See a Call or a Button?
  • A call missing from my list — select All and Every status, clear the search, and check you are on the right account; otherwise your sign-in does not show that call, so ask your service provider, quoting the call number. See Why Can't I See a Call or a Button?
  • No Visits, Account history or Balance due — your sign-in does not include them. See Using the Customer Portal Menu.
  • Still missing after my service provider turned it on — sign in again: a change to your sign-in signs you out, at once or within about a minute, and a page you already have open does not change by itself. Reload the page, sign in, and it appears.