Skip to content

BT broadband help and problems

BT broadband help and troubleshooting

Even the smoothest operating broadband runs into issues now and again.

Whether it’s a bill that doesn’t look right or service that doesn’t come up to scratch, it’s more likely than not that you’ll need to contact your broadband provider during your contract with them.

BT broadband is easy to get hold of, but it sometimes be tricky to know which number to call or whether you’d be better off searching for answers online.

Fear not. We’ve put all of BT broadband’s contact details, FAQ pages and online help services right here to make life as easy as possible.

BT broadband help number

For general BT broadband help, you can call 0800 800 150 between 8am and 9pm from Monday to Friday and 8am to 8pm on weekends and bank holidays.

Note that this is for general enquiries and help rather than specific complaints.

You can also dial 150 from a BT Mobile handset. Calls from landlines and BT Mobile are free, but may be charged from other mobile networks.

Be sure to be at home and close to your landline or router. If you’re calling from outside the UK you can access the same service on +44 150 174 7714.

You can also text HELP to 61998 (charges at your standard rate) and BT will run tests on your connection, guaranteeing to text within 15 minutes if you need to arrange an engineer visit or call back within 30 minutes if one of its call centre staff, all UK and Ireland based, can help instead.

BT broadband help online

BT Broadband has aBT online support centre which covers issues ranging from how to manage your service to advanced setup issues.

If you can’t find an answer there, then you can always head to the BT Communitypage.

BT broadband help online chat

BT has a comprehensive and useful live chat service that can be accessed via the bt online chat service page.

This may be a better bet if you can’t make a call but need to speak with someone about the issue.

BT broadband sales number

If you're looking to buy directly from BT broadband, call 0800 800 150 and follow instructions to speak with the sales team.

This is free from BT landlines but may cost more from mobiles. From outside of the UK, call +44 150 174 7714.

BT broadband billing number

For BT broadband billing, it’s the same number as sales and customer service: 0800 800 150, 150 from a BT Mobile handset and +44 150 174 7714 from overseas.

BT broadband down? What to do

Firstly, don’t panic. BT broadband can go down just like any other service.

Check your BT broadband service test by entering your landline number to see if there are issues in your area.

It may be a wider issue not specific to your line. If it is specific to you, you should log into your account and follow the troubleshooting options. This means you may be able to solve any problem yourself.

If that doesn’t help, try the above options. Text HELP to 61998 or call 0800 800 150 for assistance. Remember that the FAQ, online chat and community platform may also be of use.

BT broadband complaints

As with customer service, you can call 0800 800 150 to make a complaint. Remember you can also do so by calling 150 from a BT Mobile or +44 150 174 7714 from overseas.

How to report a BT broadband complaint the right way

First of all, you should go directly to BT broadband with any complaint and see if it can be resolved through their channels. Keep a record of all of your calls and any correspondence.

Didn’t get your problem resolved?

Sometimes complaints aren’t always resolved and your broadband may not get fixed.

In this case, you can take your complaint to the communications ombudsman. It can handle any issues with billing, customer service and service quality.

Time to change provider?

You may have to pay a big fee to cancel your contract early, unless there are sufficient grounds to do so.

If you are at the end of your deal though. head to Moneysupermarket’s some of our own reviews page to compare deals and see what’s available in your area.

  • Is it still necessary to get a TV licence?

  • What is full fibre broadband?

  • What is a good broadband speed?

  • Moving Broadband to a New Home

  • BT vs EE broadband: which is best?

  • EE broadband and phone deals June 2024

  • Best BT upgrade deals for existing customers

  • How to Cancel BT Broadband

  • Switching to BT broadband in 2024: A step-by-step guide

  • Best BT upgrade deals for existing customers

  • How to Cancel BT Broadband

  • Switching to BT broadband in 2024: A step-by-step guide

Compare broadband, TV & phone deals
if (siteConfig.Is("moneysavingexpert")) { } else if (siteConfig.IsMoneySuperMarketTheme() || siteConfig.Is("muuvo")) { } else { } Exclamation In Circle