Keeping you connected
Connected on time. And staying connected. We know that’s what businesses count on.
98.2% of BT engineer appointments attended on time
Quarter | % of BT engineer appointments attended on time |
| 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% |
Jan - Mar '22 | 93.9% |
Oct - Dec '21 | 95.6% |
Jul - Sep '21 | 95.7% |
Apr - Jun '21 | 94.4% |
Jan - Mar '21 | 94.2% |
Oct - Dec '20 | 94.7% |
89.6% of lines and broadband services delivered by the agreed date
Quarter |
% of lines and broadband services delivered by the agreed date |
| 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% |
Jan - Mar '22 |
93.7% |
Oct - Dec '21 |
92.8% |
Jul - Sep '21 |
92.1% |
Apr - Jun '21 |
90.6% |
Jan - Mar '21 |
92.1% |
Oct - Dec '20 |
89.9% |
89.8% of lines and broadband faults fixed by the agreed time
Quarter |
% of lines and broadband faults fixed by the agreed time |
| 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% |
Jan - Mar '22 |
81% |
Oct - Dec '21 |
82.1% |
Jul - Sep '21 |
84.9% |
Apr - Jun '21 |
84.4% |
Jan - Mar '21 |
84.6% |
Oct - Dec '20 |
83% |
2.6 days to restore a lost phone line or broadband service
Quarter |
Days to restore a lost phone line or broadband service |
| 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 |
Jan - Mar '22 |
2.7 |
Oct - Dec '21 |
2.4 |
Jul - Sep '21 |
2.4 |
Apr - Jun '21 |
2.3 |
Jan - Mar '21 |
2.7 |
Oct - Dec '20 |
2.8 |
Answering your calls
Every call is important to us. So we work hard to respond quickly any time you get in touch.
61.0% calls answered in the UK and Ireland
Quarter |
% calls answered in the UK and Ireland |
| 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% |
Jan - Mar '22 |
84.3% |
Oct - Dec '21 |
84.5% |
Jul - Sep '21 |
84.9% |
Apr - Jun '21 |
83.6% |
Jan - Mar '21 |
81% |
Oct - Dec '20 |
78.3% |
89.7 seconds to answer the phone
Quarter |
Seconds to answer the phone |
| 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 |
Jan - Mar '22 |
49 |
Oct - Dec '21 |
52 |
Jul - Sep '21 |
85 |
Apr - Jun '21 |
77 |
Jan - Mar '21 |
81 |
Oct - Dec '20 |
163 |
Our product performance
Making sure our products and services are the best they can be.
83.2% of customers on Fibre Broadband
| Quarter | % of customers on Fibre Broadband |
|---|---|
| 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% |
| Jan - Mar '22 | 73.7% |
| Oct - Dec '21 | 72.8% |
| Jul - Sep '21 | 71.8% |
| Apr - Jun '21 | 69.9% |
| Jan - Mar '21 | 69.8% |
| Oct - Dec '20 | 68.5% |