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 three different standard BT Broadband options:

  • Broadband – 10GB usage and up to 16Mb 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 2GB BT Cloud online storage.
    If you exceed your usage allowance, you'll be charged a little extra (£5 per 5GB).
  • Unlimited Broadband – totally unlimited usage allowance and up to 16Mb 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 2GB BT Cloud online storage.
  • Unlimited Broadband extra – totally unlimited usage allowance with extras and up to 16Mb 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 three different BT Infinity fibre optic broadband options:

  • BT Infinity 1 – 40GB 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, BT NetProtect Plus online security and 2GB BT Cloud online storage.
    If you exceed your usage allowance, you'll be charged a little extra (£5 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 2GB 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 or 40GB, what happens?

  You'll be charged £5 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 3 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!

• Can I keep my current email address when I sign up to BT broadband?

  If you join BT as a broadband customer, you'll automatically be setup with a BT email address (e.g. j.smith@btinternet.com), which you will need to use to access your unlimited FREE wi-fi at over 5 million wi-fi hotspots around the UK. You can access your email via BT Yahoo! Mail, along with your calendar and 'out of office' messages.

• What is a BT Home Hub?

  Only BT's new Home Hub 4 has smart dual-band technology, for the UK's most reliable wireless connection for all your devices.

  • Smart dual-band technology which reduces wireless interference and drop out.
  • Easy set up in just a few minutes. No CD or computer needed, it's all online and works on any device.
  • Easy wireless connection for any compatible device at the push a button on the Hub without any passwords needed.
  • Faster processor which allows you to transfer files from one connected device to another faster than ever.
  • Smart diagnostics with clever status lights which instantly alert you to any connection problems.
  • Sleek design which is slim and fits through most letterboxes.
  • Included at no extra cost with all our Unlimited or BT Infinity broadband packages for customers new to BT Broadband. £6.95 delivery charge applies.

  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 Unlimited Broadband extra and all our BT Infinity packages include our advanced security software, BT NetProtect Plus, at no extra cost. If you choose our Broadband or Unlimited Broadband packages 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 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.