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.

Keeping you connected

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

98

%

of engineer appointments attended on time

Jul - Sep '18

98% Green arrow up

Apr - Jun '18

97%

Jan - Mar '18

96%

Oct - Dec '17

97%

85

%

of services delivered within 21 days of being ordered

Jul - Sep '18

85% Green arrow up

Apr - Jun '18

84%

Jan - Mar '18

81%

Oct - Dec '17

83%

2.2

%

of customers who lost their phone or broadband service

Jul - Sep '18

2.2% Red arrow up

Apr - Jun '18

2.1%

Jan - Mar '18

2.2%

Oct - Dec '17

2.4%

2.4

days

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

Jul - Sep '18

2.4 days

Apr - Jun '18

2.4 days

Jan - Mar '18

2.7 days

Oct - Dec '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.

108

secs

average time to answer the phone

Jul - Sep '18

108 sec Red arrow up

Apr - Jun '18

34 sec

Jan - Mar '18

41 sec

Oct - Dec '17

58 sec

83

%

of calls answered in the UK (and Ireland)1

Jul - Sep '18

83% Red arrow down

Apr - Jun '18

89%

Jan - Mar '18

93%

Oct - Dec '17

87%

Our product performance

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

44

Mb

average broadband speed

Jul - Sep '18

44Mb Green arrow up

Apr - Jun '18

43Mb

Jan - Mar '18

43Mb

Oct - Dec '17

42Mb

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 free product to stop unwanted callers. Over 3 million households have signed up to Call Protect and we've diverted over 150 million nuisance calls so far.

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