Every BT phone line, sorted by topic, with opening hours, when to use it and how to get to a human fastest. Verified May 2026. Includes the dedicated accessibility, bereavement and complaints lines, plus the social channels BT actually monitors.
At a glance
At a glance
Contact
Updated 19 May 2026
Main phone directory
All numbers below are free from UK landlines and mobiles unless flagged otherwise. Tap any number to dial directly. Hours verified .
| Topic | Number | Opening hours | When to use it |
|---|---|---|---|
| Customer service (broadband, TV, landline) | 0800 800 150 | Mon-Fri 08:00-20:00, Sat 08:00-18:00, Sun 09:00-18:00 | First line for any account or service issue |
| Sales (new customers, upgrades) | 0800 783 0357 | Mon-Sun 08:00-21:00 | New broadband, TV, mobile deals |
| Complaints | 0800 800 150 (ask for complaints) | Mon-Fri 09:00-17:30 | Formal complaint, before Ombudsman escalation |
| BT Mobile / EE | 150 (from EE/BT Mobile) 0800 956 6000 (other phones) | Mon-Sun 08:00-21:00 | Mobile billing, SIM issues, lost phone |
| BT Business | 0800 800 154 | Mon-Fri 08:00-18:00 | Existing business customers |
| BT Business sales | 0800 169 3820 | Mon-Fri 08:00-18:00 | New business contracts |
| Accessibility team | 0800 800 150 then option 4 | Mon-Sun 08:00-21:00 | Sign language video relay, large print, Braille bills |
| Bereavement team | 0800 800 150 then option 3 | Mon-Fri 09:00-17:00 | Closing or transferring an account after a death |
| 999 / 112 (Relay UK) | 18000 | 24/7 | Text-based emergency services for hearing-impaired |
| Operator (international) | 100 | 24/7 | Reverse-charge, alarm-call requests |
All 0800 numbers are free of charge from any UK landline or mobile, including pay-as-you-go.
Channel comparison
Not every issue needs a phone call. Pick the channel that matches the urgency and the type of fix you need.
Best for simple billing or speed questions. Available from any logged-in MyBT page on web or app, no waiting music and a full transcript by email when you close the window.
Call between 09:00 and 11:00 on weekdays for shortest wait. Average hold in 2025-26 sits at 3 to 4 minutes. Better than chat when a fault needs an engineer or remote line test.
Public reply, then a DM to share account details. Replies within an hour in working hours. Useful when phone queues are long and the issue is account-level rather than network.
Correspondence Centre, Providence Row, Durham, DH98 1BT. Use only for formal complaints or recorded-delivery letters. Expect a written reply within 10 working days.
Email and online channels
BT does not publish a generic customer service email. Use one of the channels below instead, each one is actively monitored.
Step by step
Most BT complaints are settled at step 1 or 2. The Ombudsman route exists for the cases that drag on past eight weeks, and it is free for you.
Start with the standard customer service line 0800 800 150 or live chat from MyBT. Most billing and fault issues are resolved on this first contact.
If the first agent cannot fix it, ask explicitly for the case to be logged as a formal complaint and request the reference number. Write it down with the date and the agent’s name.
If BT has not resolved your complaint within 8 weeks, or has issued a deadlock letter sooner, take it to Ombudsman Services: Communications. The service is independent and free of charge to consumers.
Save chat transcripts, call dates, agent names and the complaint reference. Ofcom and the Ombudsman both rely on this paper trail when deciding the case.
Ombudsman Services: Communications can be reached at ombudsman-services.org or on 0330 440 1614.
FAQ
Call 0800 800 150. The number is free from any UK landline or mobile, including pay-as-you-go SIMs. You do not need to be a BT customer to use it. Calls from outside the UK are not free, in that case use live chat from MyBT instead.
Live chat is 24/7 from any logged-in MyBT page. Phone lines do close in the evening and on Sundays, with the main customer service line running Mon-Fri 08:00-20:00, Sat 08:00-18:00 and Sun 09:00-18:00. The only round-the-clock phone routes are 18000 (Relay UK) and 100 (operator).
Phone 0800 800 150. BT does not let you cancel via an online form. Have your account number ready (top of your bill), and be prepared for a retention offer. If you are inside the minimum term, an early-exit fee applies, around £10 to £15 per remaining month for broadband. Outside the minimum term, 30 days’ notice is enough.
Ask for a complaint reference on the first call so the case is logged formally. After 8 weeks unresolved, or sooner if BT issues a deadlock letter, take it to the Ombudsman Services: Communications free of charge. Their decision is binding on BT but not on you, so you can still go to court if you reject it.
Mostly UK, with major sites in Doncaster, Newcastle, Bangor and Belfast. BT brought most of its call centres back onshore in 2020, after years of customer pressure. Some accessibility team functions are still based in India. Asking for a UK-based agent is no longer needed for general customer service.
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