BT Contact Numbers: 0871 472 1679
BT Group logo. Image courtesy of BT Group and used under the fair dealing provision.
If you would like to get in touch with BT concerning broadband connection, BT Infinity, BT TV, BT Sport or any other related matters, please use the telephone numbers we have compiled for your convenience below.
1. BY TELEPHONE
Operating hours: Monday to Friday, 8a.m. to 9p.m.; Saturday 8a.m. to 8p.m.; Sunday 9a.m. to 6p.m.
• Customer Service: 0871 472 1679
• Calling from outside the UK: +44 179 359 6931
• From BT Mobile: 150
• Account, Billing and Payment: 0800 443 311
• Service Cancellation: 0800 783 1401
• New Order: 0800 100 400
• Complaint: 0330 123 4150
• Customer Service: 0871 472 1679
• Customer Service (from BT landline): Call 152
• Text phone: 18001 020 7356 5000
• BT HQ: 020 7356 5000
• Global Services: + 44 20 7356 5000
• Media: 020 7356 5000 (national), 0800 085 0660 (regional) and +44 7713 332974 (Ireland)
* Please be advised that standard rates apply for calls to numbers starting with 01, 02 and 03 (capped at 13p per minute for landlines and 55p/m for mobiles). However, numbers beginning with a 03 will use up available free minutes first before charges are levied. Calls to freephone numbers (0800) are free domestically.
2. BY EMAIL
If you would like to communicate with BT using email, here are several options for you to consider from.
Customer Service: firstname.lastname@example.org
Customer Service Manager: email@example.com
Global Services: firstname.lastname@example.org
You may also consider using the online contact forum, which will help navigate your concerns or questions to the right department.
3. BY POST
BT welcomes communication using regular mail. However, please note that they use different addresses for different customer groups, as itemised below. The response turnaround time is usually under ten days.
• Home Users
BT Correspondence Centre
BT Business Accounts
• Head office / corporate enquiries
BT Group plc,
81 Newgate Street,
London EC1A 7AJ
BT Openreach van, a 2016 Vauxhall Vivaro 2900. Image courtesy of Wikimedia Commons.
4. BT COMPLAINTS
If you have a complaint about BT’s product, service or personnel, the company recommends you to make a call to the customer service department (0871 472 1679
If you would like to put your complaint in writing, you can either mail the customer service department at email@example.com or fill in an online form.
For a more rustic approach, you can send a letter by regular mail to BT Correspondence Centre, Providence Row, Durham, DH98 1BT.
If your issue is still not resolved after eight weeks, or if you have received a deadlock letter from BT, you have the option of escalating the complaint to the Ombudsman Services: Communications, which is an independent body tasked by Ofcom to resolve disputes between consumers and communication companies.
Please give the Ombudsman a call first before filing the complaint. They can be reached at
• Phone: 0330 440 1614
• Textphone: 0330 440 1600
Thereafter, you may submit your complaint using one of the following methods:
Fax: 0330 440 1615
Regular Mail: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
5. CALLING BT CUSTOMER SERVICES
For many of us, the thought of calling a customer service hotline fill us with dread. Aside from the long holding time and irritating hold music, customer service representatives will usually make us want to tear our hair out.
However, fear not. Our five tips below will make your next call to BT’s customer service line so much more pleasant and efficient.
• Don’t Call During Peak Hours: Everyone is going to make a call the first thing in the morning or during lunchbreak. As a result, the waiting time before you can speak to a human will be long. So call during off-peak hours! It’s such a simple solution. In addition, make sure you are not busy when making the call. Otherwise, the stress of waiting will grow exponentially.
• Be Prepared: Get organised before making a call. Write down all the details pertaining to the call (you’ll be surprised at how often people forget important details), and keep all documentations close by. It’s also useful to note down the person you spoke to, as well as the time of the call – the recording might come in handy if the conversation turns south.
• Be Brief: Customer service agents handle hundreds of calls a day, and they certainly don’t need to hear long-winded stories about a problem they deal on a daily basis. Refer to your notes, and succinctly explain the nature of your call. They will appreciate your brevity.
• Be Calm: Angry people are less articulate and lose a little of their reasoning ability. Why would you want to handicap yourself in such a manner? Further, using the customer service agent as a punching bag will not convince them to go the extra mile for you. People are more willing to help those who are nice to them – it’s not rocket science.
• Escalate: If the agent you are speaking too cannot resolve your issue or answer your question, escalate the matter by politely asking to speak to a manager or supervisor. A little extra authority can sometimes solve all sorts of issues.
So, are you ready to make that call now?
BT Centre in London. image courtesy of Google Maps and used under the fair dealing provision.
6. ABOUT BT GROUP
BT Group is one of the largest telecommunication companies in the world, with direct presence in 180 countries. In UK, BT has the largest market share in the fixed line, broadband and mobile sectors. They also have considerable presence in the subscription TV and IT services sectors.
BT’s date of birth is a little murky, but it is definitely a descendant of the iconic Electric Telegraph Company which was formed in 1846. Alexander Graham Bell’s invention of the phone in 1878 triggered a chain of events which ended over a century later in 1980 when the Post Office Telecommunications division was renamed British Telecommunications. A decade later, in April 1992, British Telecommunications shortened its name to BT as part of a major rebranding exercise.
BT office building in the Fuencarral-El Pardo district in Madrid, Spain). Image courtesy of Luis Garcia.
7. BT on Social Media
• Facebook: https://www.facebook.com/BTUK
• Twitter: https://twitter.com/BTGroup
• YouTube: https://www.youtube.com/user/BTBetterFuture
• LinkedIn: https://www.linkedin.com/company/bt
8. USEFUL URLS:
BT Group Website: www.btplc.com
BT Shop: www.shop.bt.com
Global Services: www.globalservices.bt.com
VIDEO: BT Whole Home Social