Complaints

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Before you make a complaint

If you aren’t happy then we want to hear about it. The fastest way to resolve an issue is to get in touch and let us know the problem.

Simply choose an option below for the fastest way to get help.

If you contact our team and they can’t help, or if you’re still unhappy, they can raise a complaint for you.

People often contact us about:

Broadband faults

Quickest way

Before you start: Check first if there are any temporary network problems in your area that may be affecting your service - Check Service Status.

Text us

Text HELP followed by your landline number to 61998.

(charge may apply at your standard rate)

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 mins to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.

Monday to Friday 8am - 9pm

Weekends and bank holidays 8am - 8pm

Use troubleshooter

Run tests to find fault and solution in 10-30 mins
Report unresolved problem
Get engineer visit arranged for major faults

Landline faults

Quickest way

Before you start: Check first if there are any temporary network problems in your area that may be affecting your service - Check Service Status.

Text PHONE followed by your landline number to 61998.

(charge may apply at your standard rate)

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 mins to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.

Monday to Friday 8am - 9pm

Weekends & bank holidays 8am - 8pm

Use troubleshooter

Run tests to find fault and solution in 10-30 mins
Report unresolved problem
Get engineer visit arranged for major faults

Billing

Did you know you can check your bill and make payments online? Log in to My BT.

Our billing advisors are available by phone or live chat and can help with issues including:

billing disputes and unexpected charges
payments and refunds
understanding your bill

Call us

All our brilliant teams are based in the UK or Ireland.

0330 1234 150

Monday to Sunday 8am - 9pm

Calls to 0330 1234 150 are free when calling from the BT network. Calls from other networks may be charged

Monday to Sunday 7am - 11pm

BT Sport

Technical troubleshooting

If you’re having technical issues with BT Sport please read our troubleshooting advice.

If you still need support, call our UK or Ireland based team on 0800 800 150 for more help.

Monday to Sunday 7am - 11pm

Account and billing help

For billing and payment queries or disputes, call us on 0800 800 150.

Complain about BT Sport programmes

Use our webform to make a complaint about something you’ve seen on one of our BT Sport channels.

We aim to respond to your complaint in 10 working days.

Quickest way

Before you start: Check first if there are any temporary network problems in your area that may be affecting your service - Check Service Status.

Text us

Text HELP followed by your landline number to 61998.

(charge may apply at your standard rate)

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 mins to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.

Monday to Friday 8am - 9pm

Weekends and bank holidays 8am - 8pm

Use troubleshooter

Run tests to find fault and solution in 10-30 mins
Report unresolved problem
Get engineer visit arranged for major faults

Quickest way

Before you start: Check first if there are any temporary network problems in your area that may be affecting your service - Check Service Status.

Text PHONE followed by your landline number to 61998.

(charge may apply at your standard rate)

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 mins to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.

Monday to Friday 8am - 9pm

Weekends & bank holidays 8am - 8pm

Use troubleshooter

Run tests to find fault and solution in 10-30 mins
Report unresolved problem
Get engineer visit arranged for major faults

Did you know you can check your bill and make payments online? Log in to My BT.

Our billing advisors are available by phone or live chat and can help with issues including:

billing disputes and unexpected charges
payments and refunds
understanding your bill

Call us

All our brilliant teams are based in the UK or Ireland.

0330 1234 150

Monday to Sunday 8am - 9pm

Calls to 0330 1234 150 are free when calling from the BT network. Calls from other networks may be charged

Monday to Sunday 7am - 11pm

Technical troubleshooting

If you’re having technical issues with BT Sport please read our troubleshooting advice.

If you still need support, call our UK or Ireland based team on 0800 800 150 for more help.

Monday to Sunday 7am - 11pm

Account and billing help

For billing and payment queries or disputes, call us on 0800 800 150.

Complain about BT Sport programmes

Use our webform to make a complaint about something you’ve seen on one of our BT Sport channels.

We aim to respond to your complaint in 10 working days.

Need more help?

BT Help is the place to go for support with all your products and services, from speeding up your broadband to managing your account and billing.

Get help online

Still have a complaint?

Recommended

Complain by phone

From BT mobile

150

From the UK

0330 1234 150

From outside the UK

+44 150 174 7714

Monday to Friday 8am - 9pm

Weekends and bank holidays 8am - 8pm

Calls to 0330 1234 150 are free when calling from the BT network. Calls from other networks may be charged

Complain by post

Raise a complaint by post

We aim to respond to complaints within 28 days. It might take longer.

Include your phone number, email address and BT account number.

Send your complaint to:

BT plc

PO Box 334

Sheffield

S98 1BT

Complain online

Raise a complaint online

We’ll get to work right away to find the right person to resolve your complaint
You won’t have to wait on the phone
You'll receive a call back within the next few days
Please note that calls may be recorded for training purposes

Raise a complaint

Raise a complaint by post

We aim to respond to complaints within 28 days. It might take longer.

Include your phone number, email address and BT account number.

Send your complaint to:

BT plc

PO Box 334

Sheffield

S98 1BT

Raise a complaint online

We’ll get to work right away to find the right person to resolve your complaint
You won’t have to wait on the phone
You'll receive a call back within the next few days
Please note that calls may be recorded for training purposes

Raise a complaint

What if I'm still not happy?

You can contact the communications ombudsman to investigate your complaint if we haven't solved it within 8 weeks, or if you're not satisfied with our response. The ombudsman is free, independent service.

Need more help?

More options

Ask the BT Community >

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