Help and support

Help and support

When and how to get in touch with us

On this page you'll find useful links, numbers and contact information to help you get in touch with the right people so your issue is resolved as quickly and smoothly as possible.

 

Faulty phone or broadband? 

Contact your service provider about existing orders and faults, including appointments and delays. They'll work with us to resolve any issues.

See if we already know about a problem in your area that might be affecting your phone or broadband service.
When can I get fibre?
Find out if your exchange has been upgraded to deliver superfast fibre broadband or when it's due.

Problems with fibre broadband or phone in your new build home?

If you’ve just moved to a new build home and have a problem with your Openreach provided service, we’ve advice to get the speediest resolution

Other useful contacts

Problems with your service
All issues relating to existing orders and faults, including appointments and things taking longer than expected, should be raised with your service provider who will liaise with Openreach to resolve them.

Altering our network
If you want to contact us about moving or removing our network, you can tell us by completing this webform or calling us on 0800 783 2023. We can help you with placing an order or on an existing order.

Building new, bespoke network
If you want to contact us about building new network, such as internal rearrangement works, comms room shifts, structured cabling solutions and pre cabling of major builds, you can tell us by completing this webform or calling us on 0800 783 2023.

Providing additional network services
We don’t just build fibre network, there are other things we can do that might surprise you like installing data cabling or wi-fi in commercial premises to support point of sale, retail display or industrial automation. If you have a project that our team can help with, you can tell us by completing this webform or calling us on 0800 783 2023.

Contractors working on exterior walls of buildings
Contractors working on exterior walls of buildings (including External Wall Insulation) often come into contact with our equipment (eg lines, eyebolts etc). Download our factsheet to find out how we can move or rearrange equipment that may be in the way of ladders or scaffolding.

Property developments
Find out how to register your site. If you’ve registered your site and want to talk to someone about your new development, call 0800 783 2023 to speak to a member of our team.

For Northern Ireland please call 0800 085 7546 or email newsite.btni.team@bt.com

Locating other BT infrastructure
Cabling invariably links to buildings, usually via underground infrastructure, especially in urban areas. For fast-track identification of these use www.btpropertysearch.

Strategic residential development plans
If you are a local authority, and would like to discuss your strategic new residential development plans, please contact us on 0800 783 2023.

Damage, theft or health & safety

We’re very sorry if we’ve caused damage to your property during recent work, call us on 0800 023 2023 and we’ll put it right.

 

If you witness anything that looks or seems suspicious on our network, you can report it to Crimestoppers on 0800 555 111.

 

 

Need more help?

If you can't find what you're looking for here, please visit our Home and Work site for more information on the different reasons you might want to contact us and the best way to do so.

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