Keeping you connected
Connected on time. And staying connected. We know that’s what businesses count on.
96.6% of BT engineer appointments attended on time
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% |
89.6% of lines and broadband services delivered by the agreed date
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% |
88.7% of lines and broadband faults fixed by the agreed time
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% |
2.9 days to restore a lost phone line or broadband service
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.
42.9% calls answered in the UK and Ireland
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% |
52.8 seconds to answer the phone
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.
87.0% of customers on Fibre Broadband
| 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% |