Why have you contacted me about my broadband?

We always keep an eye on our customers’ lines to make sure they’re working as expected. Sometimes we might notice that we could improve your service.

If so, we'd like to look into it in order to provide you with the best service possible. If this requires an engineer needing access to your home, you can book this for a date and time that suits you. And it won't cost you a thing.

If we think we can improve your service, we'll be in touch.

How do I know the correspondence is genuine?

We'll always identify ourselves as BT when we contact you. In the first instance, we'll give you a heads-up by sending you an SMS from a branded 'BT_SMS' number. You won't be able to reply to this number. We'll then follow this message with either another message from the number '61998', or a phone call from an advisor.

In either case, we will always state the account holder's name and either your account number or phone number (partially asterisked). We will also include a case ID reference (e.g. ‘VOL031-XXXXXXX’) that you can cross-check once you log in to MyBT either online or through the MyBT app.

Of course you can contact us at any time to check the correspondence is genuine. Just give us a call on 0800 111 4567. This line is open 8am - 9pm Monday to Friday and 8am - 8pm Saturday and Sunday. Calls to it are free.


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