Keeping you connected

Connected on time. And staying connected. We know that’s what businesses count on.

Quarter

% of BT engineer appointments attended on time

Jan - Mar '25 96.6%

Oct - Dec '24

96.8%

Jul - Sep '24

97.7%

Apr - Jun '24

98.2%

Jan - Mar '24

97.8%

Oct - Dec '23

97.2%

Jul - Sep '23

95.9%

Apr - Jun '23

96.8%

Jan - Mar '23

96.4%

Oct - Dec '22

92.5%

Jul - Sep '22

94.5%

Apr - Jun '22

95.4%

Quarter

% of lines and broadband services delivered by the agreed date

Jan - Mar '25 89.6%

Oct - Dec '24

88.6%
Jul - Sep '24 86.9%
Apr - Jun '24 89.6%

Jan - Mar '24

88.3%

Oct - Dec '23

89.9%

Jul - Sep '23

85.9%

Apr - Jun '23

88.5%

Jan - Mar '23

90.2%

Oct - Dec '22

92.7%

Jul - Sep '22

92.5%

Apr - Jun '22

93.7%

Quarter

% of lines and broadband faults fixed by the agreed time

Jan - Mar '25 88.7%
Oct - Dec '24 88.7%

Jul - Sep '24

89.2%

Apr - Jun '24

89.8%

Jan - Mar '24

91.5%

Oct - Dec '23

86.9%

Jul - Sep '23

88.2%

Apr - Jun '23

89.1%

Jan - Mar '23

88.6%

Oct - Dec '22

84.6%

Jul - Sep '22

84.6%

Apr - Jun '22

82.1%

Quarter

Days to restore a lost phone line or broadband service

Jan - Mar '25 2.9
Oct - Dec '24 2.4

Jul - Sep '24

2.5

Apr - Jun '24

2.6

Jan - Mar '24

2.9

Oct - Dec '23

2.8

Jul - Sep '23

2.8

Apr - Jun '23

2.7

Jan - Mar '23

2.8

Oct - Dec '22

3.3

Jul - Sep '22

3.5

Apr - Jun '22

2.8

Answering your calls

Every call is important to us. So we work hard to respond quickly any time you get in touch.

Quarter

% calls answered in the UK and Ireland

Jan - Mar '25 42.9%
Oct - Dec '24 45.7%

Jul - Sep '24

52.1%

Apr - Jun '24

61.0%

Jan - Mar '24

67.0%

Oct - Dec '23

70.0%

Jul - Sep '23

69.2%

Apr - Jun '23

74.3%

Jan - Mar '23

80.6%

Oct - Dec '22

81.7%

Jul - Sep '22

84.9%

Apr - Jun '22

84.4%

Quarter

Seconds to answer the phone

Jan - Mar '25 52.8
Oct - Dec '24 69

Jul - Sep '24

84.3

Apr - Jun '24

89.7

Jan - Mar '24

95.7

Oct - Dec '23

92.2

Jul - Sep '23

69.2

Apr - Jun '23

132.8

Jan - Mar '23

142.8

Oct - Dec '22

65.7

Jul - Sep '22

50.9

Apr - Jun '22

61.9

Our product performance

Making sure our products and services are the best they can be.

Quarter % of customers on Fibre Broadband
Jan - Mar '25 87.0%
Oct - Dec '24 85.8%
Jul - Sep '24 84.5%
Apr - Jun '24 83.2%
Jan - Mar '24 82.1%
Oct - Dec '23 80.6%
Jul - Sep '23 78.9%
Apr - Jun '23 77.5%
Jan - Mar '23 76.7%
Oct - Dec '22 76.0%
Jul - Sep '22 75.1%
Apr - Jun '22 74.2%