BT Broadband customer service contacts, problems and complaints

How to contact BT Broadband support and customer service

BT customer service opening hours are between 7:00 am and 22.45 pm, seven days a week. However there are different opening times depending on whether you need to call BT, or are happy to use the online support. BT also has a 24/7 automated service which can be used to pay bills, hear current call charges or balance, and manage direct debits.

Technical support is available 24/7.

BT Broadband contact telephone numbers

Contact BT customer services and technical support by phone using the following numbers: 

BT Broadband online live chat

BT also offers online live chat between 7:00 am and 10.45 pm, seven days a week. 

Access BT live chat through their online help portal.

BT postal address

To contact BT in writing use this address: 

BT Correspondence Centre
Providence Row
Durham
DH98 1BT

Or to save on stamps you can also use an online contact form.

Is BT Broadband down? How to check BT broadband service status

If it looks like your BT broadband service is offline there are a number of tools available for you to check the service status so you don’t necessarily need to call tech support.

First, check the official BT service status page. This will display issues with BT phones, broadband, email, TV and mobile services. 

Another good avenue is the official BT Broadband Twitter.

You can also use the third party tool Down Detector, which provides service updates not just on BT Broadband but a huge range of providers and services. 

For more help with broadband connectivity issues read our guide to troubleshooting broadband.

How to complain about BT Broadband

Get in touch via Twitter

Before you take things any further it might be worth tweeting @BT_UK on Twitter. The public nature of Twitter can provide some extra motivation for complaints to be handled quickly. And if you’ve got a problem you may find that the BT Twitter account can provide a quick solution. 

Complain in writing

Complaints can also be directed to BT in writing at: 

BT Correspondence Centre
Providence Row
Durham
DH98 1BT

You can also submit a written complaint using the online contact form.

Complaining about BT to Ombudsman Service: Communication 

If you cannot reach a satisfactory resolution with BT you can submit a complaint to the ombudsman. Each provider is a member of one of two ADR (Alternative Dispute Resolution) schemes; for BT Broadband you need to contact Ombudsman Service: Communication. 

In order to make use of the ADR process you need to have received a deadlock letter from BT (a document which states that neither side can agree on a solution). However, you can complain to the ombudsman without a deadlock letter if at any point you have not had a response from BT for at least eight weeks. 

Before complaining about BT read our in-depth guide to complaining about broadband, which explains the various steps in a lot more detail.