BT Broadband customer service contact details:
Author: Rosina Brooker
Last updated: 19 March 2024
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.
BT’s customer service opening hours are:
Alternatively, live chat is available between 7am-10.30pm any day of the week.
Home broadband users can contact BT customer services and technical support by phoning 0330 1234 150, or 150 from a BT mobile.
The call centre opening hours are:
Alternatively, you can use the Live Chat function through the 'message us' option on the BT website between 7am-10.30pm Monday-Sunday.
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.
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.
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:
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’!
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.
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.
BT plc
PO Box 334
Sheffield
S98 1BT
Make sure you include your phone number, email address and BT account number.
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.
Read our in-depth guide to complaining about broadband, which explains the various steps in a lot more detail.
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 if you decide to move to another provider on the Openreach network (that includes Sky, TalkTalk, Vodafone and Plusnet) 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:
Dynamic deal panelIf 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:
Broadband Genie deals checker
Meet the author:
Rosina Brooker
Rosina has been working as a content writer since university. She's had the opportunity to get involved in a broad variety of industries, writing about everything from boilers to local events to technology. Her skill set also includes web development, so she understands the importance of good broadband.
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