Customer service performance
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.
86
%
of services delivered within 21 days
1.8
%
of customers lost their phone or broadband service
3.4
days
Time to resolve a total loss of service
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.
161
seconds
Average time to answer your call
100
%
of UK calls answered
Your broadband
We know internet speed is important to you, so we're delighted that our broadband got faster every quarter last year.
54
Mbps
average broadband speed
What we're doing to improve our service
100% of calls answered in UK call centres
We’re now answering 100% of customer service calls in the UK and Ireland to deliver the most personal and local service to our customers.
We’re the only major broadband provider to answer all calls across the UK and Ireland, with many calls answered at the nearest local contact centre to our customers thanks to regional routing
BT App
There's now more than 3 million of you that have downloaded our flagship My BT app.
Our bill and dashboard is based on your feedback to make it even easier to understand and manage your bill.
We redesigned your MyBT to personalise it to you and much simpler and easier to use.
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