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Pro Tips for BT Customers:
Once you have set up your BT broadband connection, you can connect the following devices
- PC or Mac
- Games console
- Other devices
Ensure your device has it’s wireless (WiFi) option enabled and search for your BT broadband connection. One found, select the connection and you will be asked for the key or password, use the SSID or password provided (usually on a sticker on the bottom of your router). Alternatively, follow the on-screen instructions to connect.
If you’re having trouble setting up a wireless connection to any device or on any operating system, you can find simple instructions online, or give BT a call and customer service will be happy to help.
You can now set up Netflix directly from your BT remote control. Use your YouView remote control and select “menu”, navigate to “Players & Apps” and select the Netflix option. As long as you are connected to the internet through BT and have been for more than two hours, you’ll be able to access Netflix.
Frequently asked questions:
I have problems with my broadband connection, how can I fix this?
There are a few options to improve the connection:
- Switch your Hub off (and Openreach modem if you have one), wait five minutes. Turn on your Hub again (Turn on the Openreach modem before this if you have one). Wait for a couple of minutes.
- Check online to see if there is any work being done in your area that could effect your connection.
- Check all the plugs and cable to ensure everything is plugged in properly
- If you keep losing wireless connection, your BT Hub could be out of range
- Check to see if your phone line is working. Plug in a phone and attempt to make a call. If you cannot make a call, you won’t have a connection for your broadband.
- Check the troubleshooting wizard online – If you still have problems after trying these options, give customer service a call or ask for help on the forums online.
How do I report a fault?
To avoid paying a call-out and repair fee, check the service status in your area yourself by using the website and entering your phone number. This will give you details on any work being done in your areas or if your line is effected by any else (weather, etc..). Otherwise you could end up paying £129.99 for an engineer to come out to you.
Any damage to outdoor junction boxes and equipment, overhead wires or telephone poles, is managed and repaired by BT Openreach.
For other problems with your phone, broadband or TV – follow the easy to understand troubleshooting steps online before you call an engineer.
How do I track an order?
Log into your BT account with your BT ID (usually email address). You can track your order from your account.
If you don’t have an account yet, use the reference number of the order and your postcode.
Common BT Support Question Answers
Here are some answers to frequently asked questions we have found answers to when searching the internet. We want to be a helpful resource to help you find a solution fast. We are in no way affiliated or represent BT or BT customer services. The information that appears on this website has been sourced publicly and we cannot guarantee the accuracy of the content as it may have changed or been updated.
How can I pay my BT bill?
There are a number of convenient ways you may wish to pay your BT bill. One of the most common and most accepted ways of doing so is to set up a direct debit. With a direct debit the money is automatically taken from your bank account each month and given to BT, so there is no need to do any additional work, logging in or transferring once you’ve initially set it up. You may also be able to use the ‘My BT’ service to pay online or even perhaps the My BT App, which allows you to manage your account from a mobile device or tablet.
Alternatively, you can also pay by bank transfer or you may wish to pay over the phone using a credit card or debit card by calling the BT phone number listed above.
I need more time to pay my BT bill, can I ask for more time?
In this case you should contact BT customer service directly to discuss your situation and find out whether there is anything that they can do to help your pay your bill and not incur late payment or repayment charges.
Can I keep my number if I switch mobile provider to BT Mobile?
Generally yes, you may be able to keep your number when you switch to BT Mobile. To do this, you’ll need to get a PAC code, which is a 9-character list of numbers or letters. This allows mobile network providers to transfer one number from one network to another. Transferring your mobile number takes up to 24 hours once you’ve given your mobile provider their PAC code. To receive this code simply call the BT contact number listed above and they will help you through the process.
Can I view my bill online?
If you have a My BT account then you may be able to manage your account, view your bill and view your charges and payment plan online. To do this you need to visit the BT homepage and log in to ‘My BT’.
If you don’t yet have a My BT account then it’s possible to set one up. To do this you will need associated information relevant to your account, including your telephone number or account number. You can then visit the website or call the BT broadband contact number to set up a My BT account and begin enjoying the benefits of online account management.
What is BT TV?
BT TV is a television subscription service which caters to well over a million customers. BT TV offers a number of sports, movie, and entertainment channels, including in HD.
If you’re looking for an alternative or new TV subscription service which provides premium on demand content as well as additional channels then you may wish to consider signing up to use BT TV. BT TV has also recently upgraded its service and rebranded it to be named ‘YouView’. If you previously had a BT TV subscription service then you may be upgraded to YouView as the new service free of charge. For any more questions or concerns about this service then please get in contact with BT either online or at the BT telephone number or through email to find out more.
How can I report a fault to BT regarding my landline?
There are many ways to report problems or faults with your service to BT. You can do this directly over the phone with the BT customer service number listed above or alternatively you can use their online fault tracking and reporting service which is available on the My BT homepage.
Bear in mind that you may also wish to check the network coverage and network status of your area before reporting the fault as there may be external factors, for instance extreme weather, which are affecting the service in your area.
I want to know my broadband speed – how can I find it out?
BT have an online tool to help you work out your download speed and your overall broadband speed, and you can find this on your website. However, there are many other websites that also provide this free service, such as Speed Test (speedtest.net).
If you’ve found that your broadband speed has just decreased significantly then you may wish to check the network connections in your area and see if there is a network issue affecting other systems too. Otherwise, you can get in touch with BT broadband customer service directly to enquire about this issue.
My BT app is not working online / I can’t watch BT Sport
If you’re watching BT Sport or your BT TV package online and you are having trouble viewing, there are several possible reasons that may be causing this. One of these may be the browser you’re using and if you have Flash enabled. This is usually when the box appears ‘greyed out’ on your screen. To remedy this situation you must install or update Flash.
One thing you may also wish to do is note down the precise error code that you are receiving, this should be displayed on your screen. Following this, you should be able to research online or contact BT broadband customer services representative to find out what the problem is with your viewing.
Does BT Have Parental Control Options?
Yes, BT offers a service called BT Parental Controls which allows parents to restrict access to certain content and sites on the internet. It’s very easy to use this filter to block certain sites, and you can even set up ‘homework time’ when the Internet is restricted.
You may wish to use the Parental Control Options if you have young children and are worried about content they are accessing on the internet. There are many ways to set this up, and you may be able to do so over the phone by calling the BT broadband phone number at the top of this page or on their website.