Our customers and supporting the national effort
Home broadband, mobile and BT Sport customers
The services we provide to our home broadband, mobile and BT Sport customers have never played a more important role, and we’re working hard to keep our customers connected.
- Information for consumer customers of BT, EE and Plusnet, including data, contract and billing information, can be found at our consumer sites:
BT.com EE.co.uk Plus.net BT Sport
- Many of our services are delivered by Openreach. Information regarding Openreach engineering appointments can be found here:
- Customers should check these sites regularly for updates.
To help our customers through these unprecedented times, we’ve introduced multiple initiatives across our broadband and mobile products:
- Access to NHS & 111: More than ever, it’s critical for us all to be able to get up-to-date healthcare information, so all of our EE and BT mobile customers can now access the NHS online without using any of the data in their plan – even if they’ve run out of data completely. Calling 111 remains free for customers across the UK.
- Unlimited Broadband for all: We’re also removing all caps on home broadband plans so every customer has unlimited data to use whether working from home, keeping the kids connected to school or streaming the latest films.
- Vulnerable customers:
- To help our most vulnerable BT landline only customers, we’re removing out of bundle charges for the most critical services, like UK landline and mobile calls, and placing a £5 per month cap so they can make the essential calls they need to keep in touch, without worrying about their bill.
- We’re looking into how we can provide more peace of mind for those vulnerable customers using the EE mobile network. Please check EE.co.uk regularly for details.
- Personal and local support is important for every customer, but no more so than our vulnerable customers and their carers – who we are treating as a priority. We have specialist teams trained in how to help customers with physical disabilities, mental health issues and a specialist dementia support team, who are doing their very best to ensure those vulnerable customers in isolation get the support they need.
- Keeping families entertained: We’ve got plenty of ways to help keep the family entertained at home, from our flexible BT TV plans to free video and music streaming trials on EE. Our teams are ready to add these as and when customers ask.
- Financial support: We know this is already a stressful time for customers worried about their finances, so we’ve put in place a dedicated team to support customers that need extra help with their bills. If a customer contacts us with money worries related to coronavirus, we’ll work out what works best for them.
We are committed to maintaining all of our business services to the best of our ability and are confident that our network is able to support the increased demand for home working.
In order to respond to our business customers’ needs and to help them stay operational during this period, we’re working hard to provide them with a range of technology solutions including:
- Short-term upgrades to their enterprise network capacity;
- Enhanced Virtual Private Network (VPN) connectivity to support increased remote working;
- Extra conferencing and collaboration tools e.g. file sharing tools, to allow colleagues to work together as if they were in the office;
- User support to ensure continued access and use of these tools; and
- Call routing/forwarding solutions to divert calls to home phones or mobiles.
We recognise that it’s an extremely difficult and worrying time for small businesses in particular and we’re working hard to find ways in which to support them. While the Government’s initiatives will offer some relief, we are looking to add further support by giving customers in financial difficulty the flexibility to temporarily change the nature of their business with us.
- If a small business customer is worried about paying their bill, they can contact our customer service team to discuss their options, and we will try and be as flexible as we can.
- Small businesses which are struggling to pay their bills needn’t worry about being automatically disconnected from their broadband, voice and mobile services.
We recognise that the situation is fluid and fast evolving, and that many of our suppliers will be affected to various degrees too. We’ll keep you informed if this is likely to affect the services you receive from us in any way.
We have appointed a dedicated team to identify critical items and suppliers and to manage key equipment availability where necessary.
If there are any potential variations to the capacity and service you might need in the coming weeks, please do let us know about these as soon as you can, via your account or service teams.