Our response to the coronavirus

We know these are challenging times, and as the majority of the UK relies on our networks to stay in touch with friends, family and vital information, we want you to know that we’ll be here to help and do everything we can to keep the nation safely connected.  

Our main priority is helping you get through this difficult time. Here’s what we’ll be doing to keep the UK connected when you need it most.


Our response to the coronavirus

We know these are challenging times, and as the majority of the UK relies on our networks to stay in touch with friends, family and vital information, we want you to know that we’ll be here to help and do everything we can to keep the nation safely connected.  

Our main priority is helping you get through this difficult time. Here’s what we’ll be doing to keep the UK connected when you need it most.


Update on EE and BT stores

Following the Government’s latest advice we’ll be temporarily closing all our EE and BT stores, until further notice.

Our stores have played an important role in keeping our customers connected during this difficult time, and we’d like to thank those colleagues for all their hard work in helping to keep our customers in touch with their friends and loved ones.

All of our retail colleagues will continue to be paid throughout this challenging time, and we’ll now also look at ways to allow the store teams to add their support to helping our customers in their local communities, including supporting the local contact centres and social media service teams with the increased enquiries.

We’ll continue to be there for our customers online and through our contact centres across the UK. We’re prioritising vulnerable customers and those in most need so we advise you to visit us online or through the My BT or My EE app as our response times may be longer than normal.

We look forward to helping you in one of our shops again sometime soon.


We’re keeping you connected

We’re doing everything we can to balance your most urgent needs with the wellbeing of our people. Our priority is to help our vulnerable customers and those who are in most need, which means the wait time to speak to us may be a little longer than usual – particularly as we’re getting more calls than normal.

Remember, you can log in to My BT at www.bt.com/mybt or download the My BT app to manage and pay your bills, manage your products, check your usage and much more.

If you want help and advice about your BT products and services, you can also visit our help pages at www.bt.com/help or the BT Community forum at https://community.bt.com/. They’re available 24 hours a day, so you can ask questions and find answers when you need them without having to call.

Should you need to speak to us, we've got teams on the phone ready to help you.


We’ll help you with costs

We’re removing all caps on all of our broadband packages so every customer has unlimited data during this time.

For our BT landline-only customers we will cap the charges of calls to all UK landlines and mobiles to £5 a month, so they can make the calls they need to without worrying about their bill. (This doesn’t include international calls and premium calls).

We’ve also made all visits to the NHS online free, so you won’t use any data while accessing information (even if you’ve already run out completely). And as always, calling 111 is free.


We’ll keep the UK connected

At this very busy time, we’re constantly monitoring our broadband network and doing everything we can to continue to support and provide a brilliant service to you and the critical services we enable. We have built in more than 10 times the capacity needed for everyday use, so have more than enough even with the massive increase in working from home that we’re seeing right now.

We can also support the extra calls that people will make to keep in touch with friends, family and colleagues. We’re monitoring our network closely so if data usage does increase, we’ll handle that, too.


We’ll do our best to keep you entertained

We know being stuck at home can be hard, especially with kids. With our flexible TV packages, you can change your package every month. This means you can add and remove entertainment and sport content, including Sky channels from NOW TV, so you only pay for the channels you need.


We’ll keep every room of your home connected

Everyone’s going to need their own space in the home. Our Complete Wi-Fi extends your signal to every corner of your home, whatever size and shape it is, so everyone can stay connected.


We’ll keep helping with digital skills

Technology will play a big role in getting us through this crisis, so we’ll continue to teach people the digital skills they need to stay in touch and live life as normally as possible.

 

For people with low digital skills

We have simple ways to help them do things online, like keep in touch, keep up to date with important information and stay healthy, including accessing GP services online, finding local services and shopping online.

For parents and children

We’re helping kids continue to learn at home, including digital skills specifically for 4-11 year olds. And we have loads of information about staying safe online.

For anyone working from home

We have guides to help you build your digital skills and work online effectively including working with LinkedIn Learning and Google Digital Garage.

 

All of these resources are available at www.bt.com/skillsfortomorrow


We’re keeping our people safe

We know what a critical time this is to keep everyone connected, so we’re still asking our amazing teams and people to come into our contact centres if they’re healthy and able - but only where absolutely necessary to keep things running for you. We’re doing everything we can to look after our colleagues at all of our sites:

  • We’re asking our people to remain vigilant and to protect themselves by strictly following personal hygiene measures.
  • We’ve increased cleaning services in our buildings.
  • We’ve introduced social distancing wherever possible in our centres, having people sit and work further apart.
  • We’re paying our people fully, even if they need to isolate, giving them the security to make the right decisions for their health and the health of their loved ones.
  • We’ve also stopped all travel between our sites.

Keeping you safe online

Finally, it’s important to know there are people out there who are trying to use the virus as a way to scam people, sending text messages and emails and calls that attempt to look like they’re from BT.

Do not click on any links that you’re unsure about and learn more here: https://www.bt.com/help/home/scams/

And if you have a BT landline, you can use BT Call Protect for free to prevent unwanted or nuisance calls.


And finally, we’ll continue to keep the UK safe

Our teams answer and locate every single 999 call. That won’t stop. Our emergency response team are on-hand and ready to deal with any issues right across the network. And if you have a BT landline, you can use BT Call Protect for free to prevent unwanted or nuisance calls. Finally, as more of our daily lives shift online, we’ll continue to protect you from cyber-attacks and scams as part of our normal service.

Thank you for being a BT customer.

Take care and stay safe. We’re here for you.

Frequently asked questions

Why are we doing this?

During this difficult time, we know it’s important for you to stay in touch with your friends and family. We want to introduce this change to make sure anyone who has a landline at home can keep in contact without having to worry about excessive costs. 

 

Who is eligible for this change?

Any customer with no fixed broadband in their home (including those with Home Phone Saver) will be eligible. 

 

Why aren’t you doing this for all customers?

We want to make sure that customers who only have a landline can stay in touch. We’ve given all of our broadband customers unlimited data so that they can use things like Skype and WhatsApp as well as their landline. 

 

Who is eligible for a refund?

Customers who spend more than £5 on calls that are not included in their packages and meet the qualifying criteria will be eligible. Customers who spend £5 or less on non-inclusive calls will be billed as normal. All customers will pay the normal fixed cost of their calling plan. 

 

Are all calls included?

If you have a landline with us, all UK landline and mobile calls which aren’t already included in your plan are covered (above £5). International calls and premium rate calls are not included. 

 

Do I need to do anything to claim?

No, to make this really easy for you, we’re doing this automatically. There is no need for you to contact us for the refund to be applied. 

 

What time period is this for?

This will apply to any calls from the 19th March. We’ll continue to review as the situation develops. 

 

What do you do if you see call charges on your bill that are more than £5?

This applies from 19 March 2020. If you see charges on your bill if it lands over the next few days, don't worry, we'll automatically remove these on your following bill.

 

How will the refund look on the bill?

If you have more than £5 in charges for UK landline and mobile calls, we’ll refund you those charges and add a £5 charge to your bill. This refund and charge will be clearly labelled. We need some time to process the refund, so calls you’ve made close to your bill date may not be refunded until your next bill - but don’t worry, you don’t need to contact us as we’ll do this for you automatically. 

 

How will the refund work for quarterly billed customers?

If you’re billed once every three months you’ll pay no more than £5 in charges for UK landline and mobile calls each month. The total refund and total charge (we won’t charge you more than £15 a quarter) for the three months will be clearly labelled on the bill. 

Why are we doing this? 

During this difficult time, we want to introduce this change to make sure anyone who has broadband at home can use it without having to worry about excessive costs. 

 

How do I know if I am eligible for unlimited broadband?

We’re introducing unlimited broadband for all customers. We want to make sure that our customers feel free to use as much data as they need so that they’re able to stay connected. 

 

Do I need to do anything to go unlimited? 

No this will automatically be applied to all customers – you don’t need to take any action.

 

When will this apply from? 

You won’t be charged for going over your data limit from February.

 

When will this last until? 

This is a permanent change, we will no longer have any limited broadband packages.

 

How will this show on my bill? 

Your bill will look the same. You just won’t be charged for using any data over your limit from now on.