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BT broadband support and contact information
If you're having problems with your BT broadband, here are several ways you can contact BT for help.
If you’re a BT customer looking for the easiest way to get customer support, here are your choices. BT offers a range of customer service contact options for both household and business users.
In 2020, the industry watchdog, Ofcom, found that the average call waiting time for BT customers trying to speak to a support agent was 3 minutes and 28 seconds.
Contact points for BT customers
- Live chat. Available via the Contact page and open 7am-10.30pm everyday, live chat is much faster than a back-and-forth email conversation and less daunting for some than a phone call.
- Go to the Contact page
- Select a topic then from the next page select a service
- Select “Message now” from the “Message us” box
- Phone. If you’re calling from the UK give this number a ring: 0800 800 150 and if you’re calling from outside the UK use this number: +44 150 174 7714. The lines are open 8am-9pm from Monday to Friday; 8am-8pm on weekends and bank holidays. Mobile customers can ring 150 from a BT mobile. The numbers are free for UK callers, but BT advises that you should be at your computer when you call.
- Twitter. @bt_uk is where BT has a team of staff ready to respond to any queries for you on Twitter, available from 9am-9pm on weekdays, 8am-8pm Saturday and 8am-6pm Sunday.
- Facebook. Simply go to BT’s Facebook page and select “Message” – the team are generally pretty fast to respond.
- Text. If you’re having connectivity issues in particular, you can text FIX followed by your landline number to 61998. Obviously, this only works if you have a landline. BT will start running tests and if your broadband issues require an engineer, you will receive a message from BT within 15 minutes to book a time that’s right for you. But if that doesn’t work, BT will give you a call within 30 minutes to help solve your problem. Bear in mind that you will be charged at your standard network rate.
Where can I find the live chat option?
Once you’ve navigated to BT's contact page, you’ll find a range of topics such as “Account and billing”. To speak directly with a member of the BT Broadband team, select the most relevant topic, then choose your service from the following page. Next, you’ll find a white box with the heading “Message us”. Hit the purple “Message us” button and a live chat (or “eChat”) dialogue is launched. The service is available 7am-10.30pm daily.
Contact points for business broadband customers
- Live chat. Available via the Chat with Web Messenger option, from 8am-6pm.
- Phone. 0800 800 154. Lines are open 24/7 and calls are free from UK landlines. BT advises you to be at your computer when you call.
- Twitter. @BTbusinesscare is where BT has a team of staff ready to respond to any queries on Twitter, available 8am-8pm Monday to Friday.
- Facebook. Just visit the BT Business Facebook page and select “Call Now” to get in touch.
- Whatsapp. If you prefer, you can always speak to the BT Business Broadband team via Whatsapp. There will always be someone to help you out between 8am-6pm on weekdays. This can be done on your mobile or on your desktop. Desktop users need only click through to this page.
Hopefully going through these channels will provide you with the answers you require. However, if you’re still not happy with your broadband experience, there may be other potentially better alternatives.
Alternative routes
There are many reasons why your broadband may not be running as efficiently as possible. Using our broadband speed test, you can check the actual speed of upload and download speeds you’re getting right now. The average UK download speed is around 22Mbps, but will vary significantly depending on where you live and at different times of the day. Most of the broadband providers listed in the table below will be able to provide you with an estimate of the speeds you’ll receive at your postcode.
Additionally it’s worth considering your hardware. Installing a new router or Wi-Fi booster could have a significant impact on your broadband speeds. Read our guide to better broadband speeds to learn about the many ways you can optimise your connection.
Ultimately, upgrading to a tariff offering higher speeds or switching to another provider may be the most cost effective solution.
Number of complaints (per 100,000 customers)
Broadband remains the most complained-about communications service in Britain. According to data from communications regulator Ofcom, BT was the 6th most complained about service in 2020.
| Provider | 2020 | 2019 |
|---|---|---|
| Plusnet | 69 | 100 |
| Vodafone | 103 | 115 |
| TalkTalk | 81 | 87 |
| BT | 50 | 50 |
| Virgin Media | 69 | 60 |
| EE | 20 | 22 |
| Post Office | 61 | 37 |
| Sky | 23 | 21 |
Find a new broadband supplier
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Ask an Expert
Is BT live chat actually available now? I can’t get access to it anywhere to query my bt bill
Hi XXXX,
Thanks for your question.
Feel free to check BT’s help page about Payments and Bills to see if the answer to your query is listed there. If not, feel free to contact BT.
On BT’s Contact Us page, select the service you’d like to enquire about. Click its icon and the next page will give you more options on how to get in touch with their customer services. Since you were looking for the live chat option, you can click on Message now inside the Message Us box. It says there that they are available from Mondays to Sundays from 7 am – 10.30 pm.
Aside from contacting them by chat, you also have the option to send them a text message, give them a call, get online help, or ask the community depending on the service you’re enquiring about.
Hope this helps.
Cheers,
Ren