Support and FAQs

FAQs - Physical access

• How do I register to manage physical access to BT sites and building for my company (and arrange delegates)?

  You will find all the information you need in these documents BT Physical Access Application Process, BT Security Handbook, Best Practice Guide for Non-BT People
  The first thing you need to do is identify who your BT Sponsor is to start the application process off.

• How do I access the BASOL Redside System?

  BASOL Redside is a web-based application, you will need to install a digital certificate on your PC and log in using a UserID - both of these are provided by the Access Control Management Team as part of the application process.

• How long will it take for my company to be set up for BASOL Redside System access?

  Although we aim for this to be as quick and painless as possible, there are a number of steps to be completed and you should allow 5-10 days for the end to end process to be completed. We can reduce the timeframe if everyone involved responds promptly with information and approvals.

• Who do I contact if I have problems getting BASOL Redside access arranged?

  Your BT Sponsor should be your first point of contact. The Access Control Management Team will be in touch with you as your application is being progressed and you can contact them via sam.customer.services@bt.com

• How long will it take for cards and keys to be provided?

  We aim to process BASOL orders for cards and keys in 1-3 working days but we rely on the postal service to deliver the tokens for us and once the package has left us it is out of our control. Remember that cards are despatched in a de-activated state, when you receive them you will need to activate them before use.

• How long does it take for access to be provided?

  Most access is granted automatically in near real time (30 mins or so). However, some access areas require approval and a few are manually programmed so this can prolong the timescale.

• How do I return cards/keys I don't need anymore?

  Cards and keys that are not needed anymore should be returned to us for secure disposal or reuse. Our freepost address (no stamp needed) is:

  Business Reply RTTY-KCXR-RAHE
  PP SH15
  Bletchley Admin Block D
  82 Tavistock Street
  Bletchley
  Milton Keynes
  BUCKS
  MK2 2AP

  Please don't cut cards up before you return them.

• How do I get a status update for my access/card/key orders?

  In the BASOL Redside System you can look at the history for outstanding/completed orders, this will show you the current status and give you details about people in the approval chain (where applicable).

• What happens if I don't receive cards/keys?

  Firstly, don't click the email link to confirm receipt until you actually receive cards and keys. If they don't arrive, go into BASOL Redside and order replacements for the tokens marking them as Lost.

• What happens if my card is not working?

  There are a number of self-checks steps you can follow:

  1. Check that the card is active, has approved access granted for the area the person is trying to get into and the correct PIN is being used (if required)
  2. Can other people get into the area OK? If not, it is likely to be an on-site issue that needs to be reported to the Property Services Helpdesk.
  3. Are the reader lights changing to register that the card has been presented? If they aren't the card is faulty and you need to order a replacement.
  4. If the answer to steps 1-3 is Yes, contact Security on the number printed on your card for further assistance and remote release.