BT is one of the biggest broadband providers in the UK. It runs the Openreach network that many other internet service providers make use of. With BT, you can sign up for broadband only packages as well as bundled landline and TV deals (via EE TV). This might be appealing if you’re after channels such as TNT Sports. Full-fibre broadband packages could also be an option if it’s been installed in your area.
As with all broadband providers, there could be a time when you need to contact customer services.
This is how you get in contact with BT complaints and customer service.
How to contact BT Broadband support and customer service
BT Broadband contact telephone numbers
Home broadband users can contact BT customer services and technical support by phoning 0330 1234 150, or 150 from a BT mobile.
Customer service opening hours are:
- Monday to Friday 8am-9pm
- Weekends and bank holidays 8am-8pm
Alternatively, live chat is available between 7am-10.30pm any day of the week.
BT Business Broadband customer service
If you want to contact BT Business broadband customer service, you should call 0800 800 154 (24/7 service) for faults or 0800 800 152 for complaints(8am-6pm Monday to Friday). Alternatively, Business Broadband live chat is open between 8pm-6pm on weekdays, or you can use WhatsApp.
Is BT Broadband down? How to check BT broadband service status
If it looks like your BT broadband service is offline, there are several tools available for you to check the service status, so you don’t necessarily need to call tech support.
First, check the official BT.com service status page. This will let you know if there are any obvious issues with BT phones, broadband, email, TV and mobile phone services. If there’s nothing obvious on there, it can be smart to check the official BT Broadband Twitter / X account. Even if nothing’s been announced, you might see other people experiencing the same problems.
You can also use the third-party tool, Downdetector. This provides service updates not just on BT Broadband but a range of providers and services. It’s a really handy site, so you might find it worthwhile to bookmark.
For more help with broadband connectivity issues, such as issues with your BT Wi-Fi router, please read our guide to troubleshooting broadband.
Making a complaint to BT
There are plenty of ways to get in contact if things go wrong. And, if you feel you aren’t getting the service you were promised, you may want to complain.
Here are a few good ways to do that:
Get in touch with BT via Twitter / X
Before you take things any further, it might be worth tweeting @BT_UK on Twitter./X The public nature of Twitter can provide a bit of extra motivation for complaints to be handled quickly. You have nothing to lose, after all, ‘the squeaky wheel gets the grease’!
Get in touch via phone
Sometimes, there’s no better solution than speaking to a real human. You’ll be able to talk through any problems, and calls are often recorded. This can be a quick way to get your issues resolved.
The number you’ll need to call is 0330 1234 150.
Opening times:
- Monday to Friday 8am-9pm
- Weekends and bank holidays 8am-8pm
Writing to BT
If you want to make your complaint more official and think you may have to eventually take things further, you should write to BT about your complaint. The benefit of this is that you’ll have a clear paper trail if you have to take things further.
Write to:
BT plc
PO Box 334
Sheffield
S98 1BT
Make sure you include your phone number, email address and BT account number.
Complaining about BT to Ombudsman Service: Communication
If you can’t reach a satisfactory resolution with BT, you can submit a complaint to the Ombudsman. Each provider is a member of one of two ADR or Alternative Dispute Resolution schemes. For BT Broadband, you need to contact Ombudsman Service: Communication.
To make use of the ADR process, you need to have received a deadlock letter from BT. This is a document that states that neither side can agree on a solution. However, you can complain to the ombudsman without a deadlock letter if at any point you haven’t had a response from BT for at least eight weeks.
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What to do before you complain to BT
Troubleshoot the problem
Try your best to tackle any technical problems yourself first. BT has a number of technical support guides, and you can log in to your account to test your broadband connection and attempt a fix.Document everything
Keep a record of times, dates and calls. If you speak to anyone at BT customer service, take their name. Document all speed test records and any other relevant data that could help. These can all be helpful if you have to escalate your complaint.Make sure your complaint is valid
Broadband speed
Ask for assistance if your BT broadband service is slower than expectations for your postcode. But double-check your contracts. At the point of sale, you should have been given a speed estimate, which may be different to the advertised package speed. If your broadband speed persistently falls below this estimate, you have grounds to take this further.
Check with a tool like the Broadband Genie Speed Test. Run multiple tests at different times over several days.BT is signed up to Ofcom's voluntary code of practice for broadband speeds. This gives broadband consumers more rights when complaining about speed, including the right to leave a contract early without penalty. But make sure to follow the process correctly to avoid unexpected cancellation fees.
Service problems
If a broadband complaint relates to traffic management or blocked website, you may not have much success in complaining. Though if you feel like the limits are restrictive, and you weren't made aware of them when you signed your BT contract, you may still have a case.Mis-selling & overcharging
Complaining about the cost of a service is unlike to change things, unless it's significantly different to the broadband deal you were initially sold. BT currently raises its prices mid-contract. This is usually around April. Customers are obliged to pay these price hikes, and it's set out in its terms and conditions. We have a guide to mid-contract price rises you may find helpful.Customer service
If you feel BT's customer service isn't listening to your problems, ask to escalate the complaint to more senior staff members.
Switching from BT Broadband
If you've been struggling with BT, you could always consider switching broadband services. You'll be able to switch for free if you're out of contract. The process is easy, and in many cases now, thanks to the One-Touch Switch process, you won't ever need to speak to BT at all. Your new provider should do all the admin work and prep for you. Make sure you read our guide to cancelling BT Broadband to find out more.
The good news is many UK broadband customers are already out of contract. You should follow our guide to checking BT contract end dates to find out if you're free to find a better broadband deal. You can find our pick of these below:
If you’re out of contract, you can start switching right now by entering a postcode or address below to see all the deals available in your area: