BT broadband help and problems

Key takeaways

• Broadband problems can be frustrating, whether your connection has stopped working, your Wi-Fi is slow or you have a question about your bill.

• BT offers online troubleshooting, service-status checks and contact options to help you get your connection back up and running.

• In many cases, the quickest place to start is online, where BT can test your line and identify problems in your area or home.

BT broadband help number

For general BT broadband help, call 0800 800 150. You can also dial 150 from a BT mobile.

If you are calling from outside the UK, use +44 150 174 7714.

BT’s contact hours can vary by service, so check its contact page before you call for the latest opening times and options.

If you are calling about a broadband fault, it helps to be at home and close to your BT Hub or router. BT may ask you to run checks on your connection while you are on the phone.

BT broadband help online

BT’s broadband help centre has guidance on getting set up, managing your service, improving Wi-Fi and fixing common broadband problems.

You can also visit the BT Community to search for answers and discuss issues with other BT customers.

BT broadband online chat

BT provides online contact options, including chat, through its contact page. The options available can depend on the issue you are contacting BT about.

Online chat can be useful if you cannot call, or if you want a written record of your conversation.

BT broadband sales number

If you want to buy BT broadband, upgrade your package or discuss a new deal, call 0800 800 150 and follow the options for sales or upgrades.

Before you call, it is worth comparing broadband deals in your area. This gives you a clearer idea of the speeds, prices and incentives available from other providers.

BT broadband billing number

For help with a BT broadband bill, you can call 0800 800 150 or use your My BT account to view bills, payments and package details.

Check your bill before contacting BT, as it may show when a promotional price has ended, whether annual price changes have applied or whether there are any one-off charges.

BT broadband down? What to do

If your BT broadband is down, first check BT’s service-status page. It can scan your broadband for problems and show whether there is a known issue in your area.

If there is no wider outage, log in to BT’s broadband troubleshooter. It can run tests on your connection, suggest fixes and arrange an engineer visit if necessary.

You can also text HELP, followed by your landline number, to 61998. BT says it will run tests on your connection. If you need an engineer, it will text you within 15 minutes to arrange an appointment. If an engineer is not needed, BT says its team will call you back within 30 minutes. Standard text-message charges may apply.

Before reporting a fault, try these simple checks:

• Restart your BT Hub or router.

• Check that all cables are securely connected.

• Look at the Hub lights for signs of a connection problem.

• If possible, try connecting a device with an Ethernet cable to see whether the problem is with your Wi-Fi rather than your broadband line.

BT broadband complaints

If you are unhappy with BT’s service, billing or how a problem has been handled, make a complaint through BT’s complaints page or call 0800 800 150.

Explain clearly what has gone wrong, when the problem started and what outcome you want. Keep a record of calls, emails, chat transcripts and any fault-reference numbers.

If your broadband or landline service has been delayed, not repaired on time or affected by a missed engineer appointment, you may be eligible for automatic compensation. BT explains the criteria on its automatic compensation page.

Didn’t get your problem resolved?

Give BT the opportunity to resolve your complaint first. If it cannot reach a resolution, ask for your complaint to be escalated and keep a record of its final response.

If eight weeks have passed since you made your complaint, or BT sends you a deadlock letter, you can take the case to the Communications Ombudsman. This service can consider complaints about issues including billing, customer service and service quality.

Time to change provider?

If your contract has ended and you are still unhappy with BT’s service or price, switching provider may be an option. You may have to pay an early termination charge if you leave before the end of your minimum term, so check your contract first.

Compare broadband deals in your area to see the prices and speeds available before you decide.