BT live online chat: Broadband support and contact information

If you're having problems with your BT broadband, here are several ways you can contact BT for help.

Updated

Fact checked

Contact points for BT customers

  • Live chat – Available via the BT live chat link from 7am-10:45pm, live chat is much faster than a back-and-forth email conversation and less daunting for some than a phone call.
  • Phone – From both landline: 0800 111 4567 and mobile: 0330 123 4567. The lines are open 8am-9pm from Monday to Friday; 8am-8pm on Saturday; and 9am-6pm on Sunday. The numbers are free for UK callers, but BT advise you should be at your computer when you call.
  • Twitter@BTCare BT has a team of staff ready to respond to any queries on Twitter, available from 9am-9pm on weekdays, 8am-8pm Saturday and 8am-6am Sunday.
  • Facebookhttps://www.facebook.com/BTUK/ Simply go on their Facebook page and select “Message” – they are generally pretty fast to respond.

Contact points for business broadband customers

  • Live chat – Available via the BT live chat link from 8am-8pm.
  • Phone0800 800154. Lines are open from 8am-9pm on Monday to Friday; 8am-8pm on Saturday; and 9am-6pm on Sunday. BT advises you to be at your computer when you call.
  • Twitter@BTbusinesscare BT has a team of staff ready to respond to any queries on Twitter, available 8am-8pm Monday to Friday.
  • Facebookhttps://www.facebook.com/BTUK Simply go on their Facebook page and select “Message”.

Hopefully going through these channels will provide you with the answers you require. However, if you’re still not happy with your current 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, however this 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 new data from communications regulator Ofcom, BT took 4th place as the most complained about service in Q4, 2018.

ProviderQ42018Q32018
Plusnet4321
Vodafone2527
TalkTalk2023
BT1822
Virgin Media1413
EE98
Post Office89
Sky55

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