How we're doing

We know you expect fast, reliable service from us. That's why we've published our service performance numbers so you can see how we're doing and what we're working on to improve. Here are our results from July – December 2017.

Keeping you connected

We know that getting you up and running on time and keeping you connected is essential.

97

%

of engineer appointments attended on time

Oct - Dec '17

97%

Jul - Sep '17

97%

83

%

of services delivered within 21 days of being ordered

Oct - Dec '17

83% Arrow up

Jul - Sep '17

80%

2.4

%

of customers lost their phone or broadband service

Oct - Dec '17

2.4% Arrow down

Jul - Sep '17

2.6%

2.6

days

average number of days to restore a lost phone line or broadband service

Oct - Dec '17

2.6 days

Jul - Sep '17

2.6 days

Answering your calls

Every call is really important to us and we're working hard to make sure we fix your issue the first time you call.

58

secs

average time to answer the phone

Oct - Dec '17

58secs Arrow down

Jul - Sep '17

1min 14secs

87

%

calls answered in the UK

Oct - Dec '17

87% Arrow up

Jul - Sep '17

85%

Our product performance

We're working hard to make sure our products and services are the best they can be.

42

Mb

average broadband speed

Oct - Dec '17

42Mb Arrow up

Jul - Sep '17

37Mb

100

%

of customers eligible for a next day appointment (Mon-Sat) for landline fault

Oct - Dec '17

100%

Jul - Sep '17

100%

What we're doing to improve our service

  • We've recruited over 2200 new call centre advisors to help us answer your calls quicker.

  • We've also delivered over half a million hours of training to our advisors to improve their skills and help them to fix more of your problems the first time you speak to us.
  • We know it's frustrating when people don't stick to their plans, which is why we've been working with Openreach to make sure our engineers turn up when they say they will.

  • We know that nuisance calls are annoying, so we've launched a new free product to stop unwanted callers. Over a million households have signed up to Call Protect and we're diverted around 65 percent of nuisance calls.

Recognition

We've been recognised with these award

Most Popular
Broadband
2017

Best Broadband &
Phone & Best Deal
2016

Innovation in
Customer Service
2016

BT Sport for UHD
Initiative of the Year
2016

Silver for Best
app/mobile first strategy
2015

Grand Prix award
for Home Hub 5
2015