We are committed to providing the best possible support to all our customers throughout the COVID-19 (Coronavirus) outbreak. We understand that you may need to contact us about your phone or broadband service and we want to make sure that you have the most up to date information about how to get in touch with our team.
In line with government advice on keeping our colleagues safe during this time, our call centre availability has been temporarily reduced. We apologise for any delay you may experience while trying to reach us.
To help those most in need, we’ll be focusing our telephone resource on calls from customers registered as vulnerable, as we know that their phone and broadband can be their lifeline. If you need to contact us we ask that you visit our website, app or community and help pages in the first instance.
Our online channels offer the simplest and quickest way to solve queries.
If you need to manage your account, please visit My Account on our website or via our app.
Here you can:
- View & pay your bill
- Manage your boosts
- Track your usage
- Manage your payments
If you do experience problems with your service, head to our 24/7 online Service Centre. Here you can:
- Test your line
- Perform a health check on your router to check for issues
- Track if you have any devices that need attention
- View your recent usage
- Get SMS updates
If you have an issue you cannot resolve online, we have a contact form on our Service Centre where you can raise a specific query which we’ll capture and respond to as soon as we can. For customers who require an engineer visit, we’re working together with our partner Openreach to carry out repairs where possible without having to enter your home. You can visit our dedicated COVID-19 webpage for more information on engineer visits.
We understand these are difficult times for all of us and we’re doing everything we can to deliver a great service. All our customers enjoy totally unlimited broadband usage, so you don’t have to worry about usage caps, hidden charges or speed reductions, even during peak times.
Although we’re seeing increases in usage with more of us staying at home, our network performance remains strong and we’re well equipped to keep it running smoothly. We’re working around the clock so you can count on us to provide you with fast, reliable connectivity whether you need it for work, play or staying in touch with family and friends.
Thank you for bearing with us, we truly appreciate your patience and understanding. In the meantime, stay home and stay safe.