BT guide
The BT troubleshooter, explained
19 days with an incident in the last 30 days. If it's happening right now, check our BT status page first. If BT is down for lots of people, no fix at your end will help, and the page shows when people stop reporting problems.
BT sells 7 speeds today, from 36 Mbps to 900 Mbps. Of those, 4 are full fibre, with fibre all the way into your home and 3 are on copper for the last stretch, up to 74 Mbps.
BT sells over Openreach's network, so if the line itself needs an engineer, BT books an Openreach one for you.
Full fibre lines end at a small box on the wall where the fibre comes in, separate from the router. Check it has power and look at its lights.
If a light on that box is red or off while it has power, say so when you report the fault: it points at the fibre rather than your router.
If the box looks normal, switch the router off at the wall for 30 seconds, then try a device plugged in with a cable.
Call BT on 0330 1234 150 (Mon to Fri 8am to 9pm, weekends and bank holidays 8am to 8pm) to report a fault. Free from the BT network, or 150 from a BT mobile.
BT has signed Ofcom's broadband speed code. That means BT gave you a minimum guaranteed speed when you joined. If your wired speed stays below it and BT can't fix it within 30 days, you can leave without an exit fee.
BT is signed up to Ofcom's automatic compensation scheme. If your service is completely down and still not fixed two full working days after you report it, you get a daily credit without having to ask. How automatic compensation works
Five short questions, one at a time. Then we check BT's outage picture, the speed tests other BT customers near you ran in the last 24 hours and any recent test from your postcode, and suggest one fix at a time with a "did that help?" button.
If two fixes don't work, you get a script to read out when you call BT, filled in with how long it's been going on and what you've tried, next to the cheapest deals at your address from other providers in case you'd rather leave. We earn a commission if you switch through us, never if you stay.
BT sells over Openreach's network, so if the line itself needs an engineer, BT books an Openreach one for you.
Call BT on 0330 1234 150 (Mon to Fri 8am to 9pm, weekends and bank holidays 8am to 8pm) to report a fault. Free from the BT network, or 150 from a BT mobile.
Three things at once: BT's outage picture on our status page (its own status where it publishes one, plus what people are reporting), the speed tests other BT customers in your postcode district ran in the last 24 hours and any test from your postcode in the last hour. That tells us whether it looks like a wider problem or something at your end.
BT has signed Ofcom's broadband speed code. That means BT gave you a minimum guaranteed speed when you joined. If your wired speed stays below it and BT can't fix it within 30 days, you can leave without an exit fee. BT is also signed up to Ofcom's automatic compensation scheme, so if the service is completely down and still not fixed two full working days after you report it, you get a daily credit without asking.
Outages, the speed tests we compare against and the deals we'd suggest all depend on where you are. A postcode lets us tell a problem in your area from one on your line.