How we're performing

You expect us to give you fast, reliable service. We know that sometimes that doesn't happen. 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 January – March 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

82

%

of services delivered within 21 days of being ordered

2.5

%

of customers lost their phone or broadband service

2.8

days

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

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.

1

min 43secs

average time to answer the phone

83

%

of problems fixed on the first call

Our product performance

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

36

Mb

average broadband speed

100

%

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

What we're doing to improve our service

  • We've recruited over 1500 new call centre advisors to help us answer your calls quicker, and to support our ambition to have 90% of our calls answered in the UK in the spring.
  • 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.
  • Nuisance calls are annoying... so we've launched a new free product to stop unwanted callers. Over a million households are now benefitting from Call Protect resulting in around 2/3 of all nuisance calls now being diverted.

How we're being recognised

We hope these awards are early signs that we're starting to do better.

Most Popular
Broadband
2017

Best Broadband &
Phone & Best Deal
2016

Innovation in
Customer Service
2016

BT Sport for UHD
Initiative of the Year
2016