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Learn about Broadband Backup

With our Keep Connected Promise for Halo customers, we'll get you back online quickly if your broadband stops working.

With our Keep Connected Promise for BT Halo customers, we'll get you back online quickly if your broadband stops working or you're moving home. 

Broadband Backup gives you free data in the UK on your BT Mobile if your broadband goes down or you're moving home.

It keeps all the BT Mobiles on your account connected until you’re back online. You can use the free data at home or out and about while you're without broadband. 

If you've shared your BT Halo benefits with any other BT Mobile customers living in your home, they'll get free data too.

With our Keep Connected Promise we'll get you back online quickly while you are without your broadband. 

If you have reported a fault

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 mobile on the same account, 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've shared your BT Halo benefits with any other BT Mobile customers living in your home, they'll get free data too.

If you move home

We’ll send you a Mini Hub around 10 days before your broadband stops at your old address. If you tell us about your move less than 10 days before, we’ll usually send it the next day.

If you’ve already got a Halo Mini Hub, we’ll activate it around three days before your broadband stops at your old address.

If you have a mobile on the same account, we’ll switch on free unlimited data on all of your phones around three days before broadband stops at your old address.  

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're without broadband. 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 or you're moving home. 

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.

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