Most asked questions

  • How can I get broadband with BT?

    To get BT broadband, you need a BT phone line plus a BT broadband package.

    The best way to get BT broadband, is to take one of our excellent value broadband packages, which include a calling plan and a broadband option.

    Find out more about BT broadband packages

  • Which BT broadband option is right for me?

    There are four different standard BT Broadband options:

    • Broadband – 10GB usage and up to 17Mb download speed
      A great value package – ideal for surfing, emailing and finding out what's going on in the world and with your friends. Plus get BT Family Protection parental controls and 5GB BT Cloud online storage.
      If you exceed your usage allowance, you'll be charged a little extra (£5.30 per 5GB).
    • Unlimited Broadband – totally unlimited usage allowance and up to 17Mb download speed
      For internet hungry households who love downloading & uploading, online gaming, and streaming the latest blockbusters. Plus get BT Family Protection parental controls and 5GB BT Cloud online storage.
    • Unlimited Broadband extra – totally unlimited usage allowance with extras and up to 17Mb download speed
      For internet hungry households who love downloading & uploading, online gaming, and streaming the latest blockbusters. Plus, get BT Family Protection, 50GB BT Cloud online storage and BT NetProtect Plus online security.

    Plus, there are four different BT Infinity fibre optic broadband options:

    • BT Infinity 1 – 20GB usage allowance and up to 38Mb download speed
      Great for catching up with your favourite TV shows, streaming the latest music and uploading pictures from your last get together. Plus get BT Family Protection and 5GB BT Cloud online storage.
      If you exceed your usage allowance, you'll be charged a little extra (£5.30 per 5GB).
    • Unlimited BT Infinity 1 – totally unlimited usage allowance and up to 38Mb download speed
      For internet hungry households who love downloading & uploading, online gaming, and streaming the latest blockbusters. Plus get BT Family Protection, BT NetProtect Plus online security and 5GB BT Cloud online storage.
    • Unlimited BT Infinity 2 – totally unlimited usage allowance and up to 76Mb download speed
      For internet hungry households who want to benefit from speeds eight times faster than the UK average. Plus get BT Family Protection, BT NetProtect Plus online security and 50GB BT Cloud online storage.

    All our BT Broadband and BT Infinity packages include the BT Sport app and online player. Take a BT Infinity and BT TV package and you can enjoy BT Sport on your TV.

  • If I go over my download limit of 10GB, 20GB or 40GB, what happens?

    You'll be charged £5.30 for every 5GB used above your allowance. When you buy a broadband package with BT, you can keep track of your broadband usage online through 'My BT'

    Plus great news if you're a sports fan. Any content you watch or stream via the BT Sport app and online player using your BT Broadband connection will not count against your broadband usage limit, so you can enjoy great live sport without the worry

  • What's a MAC code and do I need it?

    A Migration Authority Code (MAC code for short) is a set of numbers and letters that give broadband providers YOUR permission to switch. Only you can obtain your MAC code.

    How do I get my MAC code?
    Your provider MUST supply your MAC code within 5 days of you requesting it. This is a requirement from Ofcom, the communications regulator. Here are some useful numbers:

    Virgin 0845 454 1111
    TalkTalk 0870 444 1820
    Orange 0844 873 8586
    Sky 08442 410 515

    If your provider is not listed above, please contact their main customer support number, which should be listed on your last contract or bill from them.

    Making the switchover run smoothly
    We use your MAC code to make sure you don't lose your broadband connection during the switchover. It can take as little as 5 days to get connected, with no break in service and easy self-install setup.

    Your MAC code expires after 30 days
    Once you've got your MAC code from your current provider, make sure you switch as soon as possible. Your MAC code expires 30 days after it is issued, so if you don't use it in time, you'll need to contact your provider again to get a new MAC code.

  • If I proceed and order without the MAC, how long will I have to forward this to you?

    Your MAC code expires after 30 days
    Once you've got your MAC code from your current provider, make sure you share it with us as soon as possible. Your MAC code expires 30 days after it is issued, so if you don't use it in time, you'll need to contact your provider again to get a new MAC code, which could delay your order

  • How can I find out what speed BT Broadband could give me?

    We're constantly investing in technology to give you faster broadband speeds – even at peak times, and we always give you the best broadband speed possible on your line. See how fast you can go with our broadband speed checker – if you are in an Infinity enabled area you may be able to get our superfast broadband, BT Infinity with speeds up to 76Mb!

    Check the speed you could get with BT Broadband

  • What is Free BT Wi-Fi?

    Our FREE, unlimited wi-fi means you can connect to the internet at public wireless broadband access points called hotspots – just like the way you connect wirelessly at home. Easy peasy.

    We have the world's largest FREE wi-fi network, comprising over 5 million hotspots in the UK and an additional 7 million around the world. You can get online on your laptop, netbook, iPad, iPhone, iTouch or Android phone free in public places like cafes, airports, hotels, or just when you are walking down the street.

    It's a cinch to use – just look for BT Wi-fi in the list of available wireless broadband providers on your device, click connect and away you go!

  • How do I get a free BT Mail email address?

    All BT Broadband customers can get up to 11 free BT Mail email addresses. It's easy to set up. Choose BT Mail when you order BT Broadband or just visit My BT Extras once your BT Broadband order has been completed to sign up.

  • What is a BT ID?

    We'll set up a BT ID for you when you place your order. Your BT ID is the username and password you can use to log in to bt.com and My BT. Your username will be your contact email address. You can log in to My BT to see your bills, usage and package online. You can also use your BT ID to access the BT Extras which come with your package including BT SmartTalk, BT Wi-fi, BT Cloud, BT Mail, BT Sport, BT Family Protection and BT NetProtect Plus.

  • What is a BT Home Hub?

    A BT Home Hub router allows you to connect any internet enabled devices within your home to your broadband connection. New to BT Broadband and BT Infinity customers will receive a Home Hub router for no extra cost as part of their order (a £6.95 delivery charge applies).

    BT offers the Home Hub 4 for all customers that choose our BT Broadband packages and the BT Home Hub 5 for those customers that choose our fibre optic BT Infinity broadband.

    Find out more about the BT Home Hub

  • Can I use another router?

    You can although we do not recommend BT broadband customers to do this, as we are unable to provide any support (such as technical support) for equipment you've bought from other suppliers.

    Find out more about the fantastic BT Home Hub

  • What security do I get with BT broadband?

    All of our broadband packages come with BT Family Protection as standard, giving you the option to set security and parental controls to keep your family safe.

    Our Broadband Extra, Unlimited Broadband Extra, Infinity Extra and Unlimited BT Infinity packages include our advanced security software, BT NetProtect Plus, at no extra cost. If you choose Broadband, Unlimited Broadband or BT Infinity 1, you can add BT NetProtect Plus for just £3.49 a month, with the first month absolutely free!

    We have teamed up with security giant McAfee to give you:

    • Anti-virus and anti-spyware – Protect you from malicious software online.
    • Firewall – To block outsiders from hacking into your computer.
    • IT Security System – To keep you safe from identity theft and phishing emails.
    • Network Manager – To check that all the computers on your network have BT NetProtect Plus installed.
    • SiteAdvisor – To tell you where it's safe to go online with a traffic-light rating system.
    • Parental controls with BT Family Protection – To block inappropriate content, manage how long your kids spend online and get alerts when your kids try to view blocked content.

    BT NetProtect Plus is available on PC and Mac.

  • What is BT Infinity?

    BT Infinity uses the latest in fibre optic broadband technology to deliver the Internet at groundbreaking speeds of up to 76Mb*. BT Infinity lets you do more of the things you like online, all at the same time as other people in your home.

    Watch movies online, stream music and surf the web faster with BT Infinity. And good news if you are into online gaming – Infinity is super-responsive, so you'll have the edge over your opponents.

    Great news if you're a sports fan. Take a BT Infinity and BT TV package to enjoy BT Sport on your TV.

    Find out more and check to see if you can get BT Infinity

    * Speeds depend on line, time of day and location

  • Can I get BT Infinity?

    We're investing in the future of the internet by rolling out BT Infinity across the UK.

    See if you can get BT Infinity

  • Do I have to pay an activation fee for BT Infinity?

    Customers ordering a BT Infinity 1, BT Infinity Extra or Unlimited BT Infinity 1 package, have to pay a one-off £30 activation charge for BT Infinity.

    However, this charge is included for customers ordering a Unlimited BT Infinity 2 package.

    To make sure you get off to a great start, we'll send an engineer round to set up your new BT Infinity broadband connection.

    See all BT Infinity packages

  • I have seen that BT Infinity will be available in my area soon, can I pre-order this now?

    You may be able to register your interest in BT Infinity – use our online speedchecker to check when BT Infinity will be available to you. If it is available now you can choose the most suitable package, if not then 'register your interest' and we will be back in touch as soon as Infinity is available to you.

    See if you can get Infinity

  • Can I upgrade to BT Infinity during the contract period?

    If BT Infinity becomes available during your contract period, you'll be able to upgrade to our superfast broadband option.

    If you already have BT broadband, depending on your package, you may not have to pay any more to benefit from BT Infinity.

The legal stuff

BT Sport Online – UK residential broadband customers only. BT broadband customers can watch BT Sport online at home with a minimum line speed of 400kbps. To watch BT Sport online elsewhere you need 3G/4G/wifi (charges may apply). To watch BT Sport at btsport.com you need Microsoft Silverlight. The BT Sport App works on iPhone (3GS and above), iPad (iOS 5.1.1 and above) & selected Android devices with OS 4.1. Max. 2 devices simultaneously. BT Sport is free for new and existing customers. Major League Baseball not available online. e-billing required. e-billing required. UK only. Terms apply.

BT Sport on BT TV with BT Infinity – BT Sport is available on BT TV for new and existing BT Infinity customers who sign up for 12 months or have 12 months remaining on their contract; ongoing renewal needed to get discounted BT Sport. Sport on BT TV requires BT Infinity and a compatible box from BT – fee £35-£299 may apply. Check to see if you can get BT Infinity at www.bt.com/infinity. e-billing required. UK only. Terms apply.

BT Sport on Sky Digital Satellite Platform – BT Sport is also available on the Sky Digital Satellite Platform for all new and existing BT broadband customers who sign up for 12 months or have 12 months remaining on their contract; ongoing renewal needed to get discounted BT Sport. Sky box and active viewing card required. Excludes Multiscreen. e-billing required. e-billing required. UK only. Terms apply.

HD TV pack – usual price is £3 a month. Requires HD ready TV & cabling. To watch HD on Sky Digital Satellite Platform, customers need a black satellite receiver box. Terms apply.

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