bt complaints number

BT is a telecommunications company based in the UK.

BT Contact Numbers:

BT Phone Number
Complaints and Retentions 0844 826 8040
Broadband Technical Support 0843 557 4592
Customer Service 0843 557 3564

BT Opening Hours

Department Opening Hours
Complaints Monday to Friday 8am – 8pm, Saturday and Sunday 9am – 6pm

BT Head Office Address

Department Address
Head Office 81 Newgate Street, LONDON, EC1A

BT Evening and Weekends periods
Are BT Hotspots free?
BT Infinity installation process

Reasons to call the BT Complaints number:

  • If you have a complaint about broadband, landline or TV services.
  • If your service has been down for an extended period of time.
  • If you are unhappy with the price that you are paying for a BT product.
  • If you have had a negative experience with a BT engineer who visited your home.
  • If you feel that you have been mis-sold a BT product.

BT Customer Complaints

If you are a BT customer, you may feel the need to make a complaint about a BT product or service, such as your broadband connection, landline or television, such as BT Sport. You can file your complaint online or by calling the BT complaints number on this page.

BT will normally get back to you regarding your complaint by contacting you over the phone. The company aims to resolve your complaint within two weeks. If your complaint can’t be resolved straightaway, BT representatives will tell you how long it will take. If you are unhappy with how your complaint has been treated, you can escalate it and it will be subject to a final review. Complaints are only closed once you say that the issue has been resolved or BT hasn’t heard from you in 28 days. If you are still not satisfied, you can take your complaint to the Ombudsman who will conduct an independent review.

BT Complaints Department

The BT Complaints department consists of friendly, helpful members of staff who are waiting to help you resolve your complaint. You can speak to specially-trained complaints advisors by calling the complaints number on this page or by using the live chat function on the BT website. The operators will aim to solve your complaint there and then, but may take the information and get back to you.

BT Complaints Email

If you wish to submit your complaint to BT by email, it will take up to 10 days to receive a response. Therefore, complaining via email isn’t usually the quickest way to complain. For a faster response, you should call the complaints number or speak to an advisor on live chat. You can email your complaint to BT by filling out the online contact form.

BT Broadband Complaints

If you have an issue with your broadband services such as a slow download speed, broken router or lack of wifi connection, you can make a complaint to BT. You can do this by calling the complaints department using the phone number on this page, using the live chat service or emailing BT. You should check the BT website to see if there are any known outages in your area which could affect your service, such as planned maintenance work.

BT Business Complaints

If you are a BT business customer and you wish to make a complaint about one of the services that you use or an experience with a contact centre advisor, you can file the complaint by calling the phone number on this page. If you have already done this and you are not satisfied with how BT has resolved the complaint, you can use an online form to escalate the complaint.

BT Speed Test

If you are unsure about your current broadband speed, you can visit the BT website to complete a ‘speed test’. The tests are free to use and there are various ways to do them. You can log in online to the troubleshooter tool to test your speed and report faults. You can also test the speed of your wifi on the My BT app. If you are not satisfied with your current broadband speed, you can upgrade your speed by speaking to the BT customer service team.

BT Broadband Deals

Whether you just want broadband by itself or a package of broadband and TV, BT has several deals available for new and existing customers. If you use the internet quite a lot, you may find that you will benefit from an unlimited broadband deal. If you just use broadband occasionally, you can choose a usage package of up to 12gb. With the majority of broadband deals, you will find incentives such as free weekend calls on your landline are included. You can also add the likes of BT Sport to your broadband package so that you can use your new broadband connection to watch live sport. You can also add BT Parental Controls in order to control what the younger members of your household watch, play or browse online.

Popular questions about BT

bt broadband complaints
bt broadband complaints

BT: When is evening and weekend?

The Evening is classed as 7pm-7am, Monday to Friday. Weekends are classed as midnight Friday- midnight Sunday.

Are BT Hotspots free?

Yes, BT hotspots are free if you are a BT broadband customer. A hotspot is a public wifi network that you can connect to whilst you are out and about. You will find them in shops, restaurants, cafés and busy street areas.

How BT Infinity is installed?

How your BT infinity broadband system is installed will depend on what speed you are expected to get. If you are estimated to get up to 80mb, a fibre cable between the exchange and your home will be set up. For speeds up to 300mb, fibre cables are installed all the way to your home.You’ll be visited by a BT engineer who will set up the broadband for you.

About BT

The origins of BT can be traced back to 1846 when the first commercial telegraph service was founded. Today, BT has operations in over 170 countries.

For more information about BT products and services, or to make a complaint, call the BT complaints number.


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