With our Keep Connected Promise, we'll get you back online quickly if your broadband stops working.
Once you've reported an eligible fault, we'll send you a Mini Hub straight away at no extra cost. It uses a mobile signal to connect your devices until we've fixed the fault.
If you report your fault Monday to Friday before 7.30pm, you'll receive your Mini Hub the very next day. If you report a fault on the weekend before Sunday at 12.30pm then it'll arrive on Monday. After 12.30pm on Sunday, it'll arrive on Tuesday. In some places like Highlands and Islands and parts of Cornwall it may take a little longer.
If you have BT mobiles on the same account (or are sharing your BT Halo benefits with BT Mobile customers living in your home), we'll switch on free unlimited data on all your phones within an hour of reporting the fault, so you never have to worry about using any of your data allowance while we fix the fault.
If you're a BT Halo broadband customer and have at least one BT Mobile SIM on the same account, you qualify for Broadband Backup when you have an eligible broadband fault. All the active SIMs on the same account as your Halo broadband will be covered. For example, if you have four mobiles on a Family SIM plan, all four will benefit from Broadband Backup if it’s switched on.
Any mobiles from other companies or on different BT accounts won’t qualify.
However, if you've shared your BT Halo benefits with any other BT Mobile customers living in your home, they'll get Broadband Backup too.
Broadband Backup is available to you if a fault affects your broadband connection.
Broadband Backup doesn’t cost you anything. If Broadband Backup has been switched on for you, it will show on your bill, but you won’t be charged.