BT is one of the world’s leading telecommunications companies, helping millions of people worldwide connect through phone, broadband, and television services. They can do this through their Openreach business which takes care of all the vital infrastructure getting you connected to the internet and landlines.
Whether you’re a BT broadband or BT TV customer, or considering switching to BT, you can use this page to find out more and decide if BT is for you. As always, we’ve got you covered.
BT at a glance
- Name BT
- Customers 30 million
- Max download speed 900Mbps
- CEO Philip Jansen
- Founded 1980
- Headquarters London, England
- Existing BT broadband customers
- If you’re considering switching to BT Broadband
Are you an existing broadband customer?
If you have BT broadband already, you’ll find the best ways to make the most of your broadband and internet usage.
Being able to access your account quickly and easily is extremely helpful, especially when it comes to broadband as it becomes more and more integrated into our lives.
Through your My BT account, you can:
- View and download bills for free (paper bills cost £3 each!)
- Change your contact details
- Change your direct debit
- Change your broadband, TV, or phone package
- Move your services to a new house
- Set up and use BT Extras
- Download the My BT app
- Change your network’s name and password
- Save to the BT Cloud (broadband customers only)
- Track your orders and repairs
- Test your broadband speed
Why can’t I access my BT account?
The most common reason people struggle to access their online account is that they’re using the wrong username or password. Your username for My BT is usually your email address unless you have an older account. Make sure you’re using the right combination and that there are no spelling mistakes in either. If you’re still struggling, you can reset your username or password here.
Another issue could be that you haven’t activated your BT ID yet. This won’t be done automatically, but there should be a link in your welcome email encouraging you to do so. Alternatively, you can use the link below to sign up.
My BT app
The My BT app is designed to help BT customers take control of all of their services, wherever they are. Whether you have BT broadband, TV, or mobile, you can have everything in one place.
Through the My BT app, you can:
- View your landline and mobile usage
- View and pay bills
- Change your details
- Check services and network faults in your area
- Track your orders
- Set up your Smart Hub and Complete WiFi
- Check your broadband speed
- Change and upgrade your plans and packages
Having trouble connecting?
If you’re having problems with your connection, the first thing to try is restarting your BT Hub. Simply switch your router off either using the power button or at the mains, wait a minute or two and switch it back on. It may take a while to wake up, but if it’s not fixed within a few minutes you can try something else.
It may be that your hub is working correctly, but isn’t connecting to the internet. To fix this, you can connect your device to the router using an ethernet cable and open a browser window. This should then take you to an on-screen Help Wizard which can give you steps to follow to try and get it sorted.
Alternatively, you can do a complete factory reset. There should be a small button near the power button on your router. Press this for 20 seconds (you might need something small such as a paperclip or inside of a pen to be able to) and it should reset within 5 minutes.
If you’re still having trouble, the quickest way to fix the problem is by texting BT on 61998. Your message should say ‘CHECK’ followed by your landline number (eg. CHECK 02030495898) and they’ll run tests in the background and get back to you. You can also use the link below to run your own troubleshoot and report the problem directly.
What if my BT broadband speed is lower than it should be?
If your broadband is slow, it’s normally helpful to run a speed test to see how slow it actually is. It may be that it’s just slower than usual but still above the minimum speed BT has given you. If this is the case, there’s not a lot BT will do except give you a few tips on keeping fast broadband or telling you why it’s slower than usual.
All of BT’s broadband deals come with a speed guarantee. If your speed is slower than it should be, you can use the troubleshooter to report the problem or you can text ‘HELP’ followed by your landline number to 61998 (eg. HELP 02030495898). BT will then also check your broadband speed and either give you tips to improve it or send out an engineer if you need one.
If you’ve opted for BT Complete WiFi and your broadband is slower in some rooms than others, you might be able to get free WiFi extenders to help boost the connection. Your device will automatically connect to either the hub or extender with the strongest connection to ensure reliable WiFi throughout the house.
Cancel BT Broadband
If you’re thinking of cancelling your BT broadband package, you’ll have to contact BT 30 days before you leave and let them know.
You can cancel your package through your My BT online account, or by calling 0800 783 1401. Alternatively, you can call Utility Switchboard on 020 3049 5898 and we’ll make it even easier for you to switch to the right broadband provider and package.
Early cancellation fees
If you’re not happy with your BT broadband connection and want to cancel, make sure you have a look at your contract before making any decisions as you could run into early cancellation fees if you leave before the end of your contract. How much you’re charged depends on how long is left on your contract.
BT calculates your cancellation fees by:
- Taking the remaining amount you would pay until the end of your contract
- Subtracting the costs BT save by you leaving early
- Subtracting 1% if your final payment is paid early
For example, if you paid £35 per month and have 4 months left until your contract ends, your cancellation fee would start at £100 (£25×4). Then, VAT will be taken off, taking it down to £116.67. Next, BT’s saved costs are taken off. Assuming this is £15 per month, that would take off £60 (£15×4), leaving £56.67. If you pay it off early, you’ll also get a 1% discount, bringing it to £56.10. Add the VAT back on and that brings your cancellation fee to £67.32.
Are you considering switching to BT Broadband?
BT is a very likely candidate that you’re considering if you’re thinking of switching broadband providers. With this page, you can find out more about BT broadband to decide whether or not they’re for you.
BT broadband reviews
BT’s review pages see a lot of negative reviews, however, this could be due to the fact they don’t invite customers to leave reviews about their experiences, good or bad. Review sites are often the go-to when unhappy customers want to share their distaste, so the low scores below should be taken with a pinch of salt.
|Trustpilot||1.4 out of 5 | 9,088 reviews|
|Broadband.co.uk||3 out of 5 | 8,443 reviews|
|ISP Review||2 out of 5 | 155 reviews|
BT broadband’s positive reviews tend to praise the customer service team for their efficient and friendly approach to answering questions and rectifying problems. Customers are also very happy with the reliability and quality of their broadband connection most of the time.
However, a lot of the negative reviews contradict both of these claims and have had bad experiences with BT broadband engineers. Whether that’s them not coming when they should, having long wait times, or having to call them out multiple times for the same issue, leaving customers without broadband for an extended period of time.
Despite the high number of negative reviews, a lot of people are happy to stick with BT as their phone and broadband provider for security as they know that BT won’t be leaving the market any time soon.
BT has a range of different broadband packages for you to choose from and there’s something for everyone. Whether you just need something for checking your emails or want the fastest speeds you can, BT has your back. However, it’s worth bearing in mind that some of these packages are dependent on your location.
|Standard Broadband||Fibre Essential||Fibre 1||Fibre 2|
|Price per month||£27.99||£27.99||£28.99||£32.99|
Most people should be able to get at least the Standard Broadband package, which covers 91% of the country, however, there are 4G packages available through the EE network if you can’t.
Full Fibre packages (FTTP)
If you’re lucky, you might be able to take advantage of BT’s Fibre to the Premises (FTTP) broadband network.
With FTTP, your broadband uses 100% fibre cables to connect you to the internet rather than going through the telephone exchange, using the copper wires to make the final journey. BT’s FTTP broadband packages come with immense speeds that can run a lot more than you likely need.
|Full Fibre 100||Full Fibre 300||Full Fibre 900|
|Price per month||£39.99||£49.99||£59.99|
If you’ve decided to switch to BT broadband, there are two ways you can go about this. Your first option is to call the BT customer service team on 0800 800 150. Alternatively, you can use the link below to find out all about BT’s current deals and packages.
Once you’ve contacted BT about switching, they’ll give you a switching date and sort the rest for you – you won’t even need to contact your current provider (unless you currently have FTTP). Your BT Smart Hub will be sent through the post and BT will text you when it’s time to get set up.
If you’re switching to a TV and broadband package, you will have to contact your TV provider (if you have one) to cancel your current services. Once you’ve ordered your BT package, you can get watching as soon as you like through the BT app while you wait for your activation date.
Are you an existing TV customer?
BT TV customers can use this page to make the most out of their TV services and find the answers to some common questions.
Download the BT TV app
BT customers can use the BT TV app to watch live channels and on-demand shows wherever they are through their smartphone, tablet, or PC at no extra cost. You can watch on two devices at a time (not including your TV).
You can use the BT TV app as soon as you’ve ordered your BT subscription, so there’s no more waiting around until your activation date. All you need to get started is your BT ID connected to your TV subscription.
By upgrading to the BT TV App Extra, you can get all of these features as well as being able to watch through the app on your smart TV, watch on two extra devices, and download and play catch-up, on-demand, rental, and buy-to-own content.
Why can’t I access the BT TV app?
If you’re struggling to access your BT TV app, There are a few things you could try to get watching.
The most common reason people can’t access their account is due to username and password errors. Check for spelling errors and make sure you’re using the correct username and password combination. Your username is usually your email, but if you have an older account, it may be different. You can use the link below to get a reminder of your username or reset your password.
If you’ve tried this and still can’t log in, it may be that you haven’t set up your BT ID yet. To create a BT ID, all you need is your account number, which you can find on your bills or any other letter BT has sent you. To be able to watch BT TV through the app, you’ll have to set your ID up as the account holder rather than the account manager.
If you are set up as an account manager, you won’t be able to watch through the app using your ID, however, there are two ways to get around this. The first one is to upgrade your account through your BT ID account settings. This should be done if you’re responsible for paying the bills. Alternatively, you can use the billpayer’s BT ID to log in and watch whenever and wherever you like.
It may also be the case that your BT ID isn’t linked to your TV subscription. To make sure they are linked, you should log into your account and go to ‘All Products’. If your TV account number (which you can find on your TV bill) isn’t shown here, that means that the two aren’t linked. To link them, you can use the button below and follow the steps and you should be ready to go.
Setting up your TV box
Setting up your BT TV box is the first step in upgrading to a great TV service and it’s super easy to do. Before you start, make sure that your TV and the switch your box will be plugged into are both turned off and then follow the steps below.
- Plug one end of the HDMI cable into the HDMI port on the back of your box. Plug the other end into the HDMI port on your TV. If your TV has multiple HDMI ports, it doesn’t matter which you choose, but it’s often easiest to choose HDMI1.
- Plug one end of the ethernet cable into one of the yellow ports on the back of your BT hub and the other end into the yellow port on the back of your TV box.
- Plug the power cable into the back of the TV box (next to the on/off switch) and the socket into the wall. Switch the power on at both ends.
- Plug your aerial cable (which already connects from the wall to your TV) into the ‘aerial in’ socket on the back of your TV box. If you don’t already have an aerial cable, you can buy one from most electronics shops or click here.
- Turn your TV on and switch to the right HDMI channel.
- Follow the steps on the screen to finish setting up.
It’s easiest to connect your BT TV box using an ethernet cable, but if you’re connecting through a mini connector, you’ll have to go through a few extra steps. Click the button below to find out more.
Why is my BT TV remote not working?
If your remote isn’t working, the first thing you should look at is where you’re pointing it. Make sure you’re pointing it at the TV box rather than the TV. If your box is in a cupboard, try opening the door to make it easier to connect the remote with the TV box.
The next thing to try is to check the batteries. If the light on your remote doesn’t flash when you press a button, this is likely the case. This is a common problem and an easy fix – as long as you have charged batteries spare.
If low batteries aren’t the problem, you can try restarting or resetting your TV box. Bear in mind that if you reset your BT TV box through the menus, you’ll lose all of your recordings, scheduled recordings, and personal settings so it’s best to reset using the box itself. Click here to find out how to reset the different boxes.
You can also reset your remote by pressing and holding the ‘AD’, ‘SUB’, and power buttons at the same time for 5 seconds until the lights flash. When you release the buttons, the lights should flash again and your remote will be reset. If you have a YouView remote, you should hold the power and red buttons instead.
If none of these has worked, you should call BT on 0800 800 150.
Are you considering upgrading to BT TV?
If you’re considering signing up for BT TV, you’ll have to also switch to BT broadband if you haven’t already. Find out more about BT TV and whether or not it’s for you.
BT offers a range of flexible options when it comes to their TV packages. Start with entertainment and/or sports, and add all kinds of extras, including BT Kids, Now TV, Netflix, and Amazon Prime. You can even change what’s in your package every month so you only pay for what you want to watch.
TV packages also include exclusive BT-only access to American network, AMC, the home of Breaking Bad, Mad Men, Fear the Walking Dead, and more. You can also watch BT-exclusive sports channels and games you won’t find anywhere else, as well as the premium Sky channels with Now TV passes.
BT TV reviews
BT TV is highly regarded by third-party reviewers, but this isn’t reflected by their customer reviews. This may be because BT doesn’t always encourage their customers to leave reviews on their service, resulting in more negative reviews as people mostly turn to review sites when they’re unhappy with something. Because of this, it’s important to keep an open mind when reading these reviews.
|Trustpilot||1.4 out of 5 | 9,088 reviews|
|Broadband.co.uk||3 out of 5 | 8,443 reviews|
|Tech Radar||4 out of 5|
Many customers choose to switch to BT TV for the more enticing deals compared to other subscription TV services and are very happy with the services they receive. However, just like the other services, these prices increase every year, discouraging loyal customers.
BT’s customer service department get extremely mixed reviews. Many complain about the long wait times, which is to be expected from such a large company, but people are also passed from department to department before their problem is solved. When they do get through, the advisors are very helpful, walking you through fixing your problem step-by-step.
BT TV packages
BT has a range of different TV packages you can add to your broadband, which you can change from month to month for no extra charge depending on what you’re watching.
There are 6 main TV packages you can choose from, but you can also add other subscription services such as Amazon Prime, Netflix, and Britbox.
|Package||Price per month|
|Entertainment (including NOW Entertainment pass)||£12|
|Big Entertainment (including NOW Entertainment and Cinema passes)||£22|
|Big Sport (including NOW Sports pass)||£40|
|VIP (including all NOW TV passes)||£65|
These charges will be added to your broadband package, but there are also dedicated broadband and TV packages available to get the best deals.
Upgrade to BT TV
If you’re interested in switching to BT TV or adding it to your broadband package, it’s time to compare deals and start watching straight away!
Use the link below to start comparing deals. No matter what you’re looking for, BT will have something to suit you.