Last updated: Sunday 1 November 2026
If your BT broadband is down, check BT’s service status page first, restart your router, then report the fault so the repair clock starts. BT aims to fix most network faults within two working days, and if a total loss of service is not fixed after two full working days, Ofcom’s automatic compensation scheme pays £10.34 for every extra calendar day, as listed on 1 November 2026. A missed engineer appointment earns £32.31, and you do not need to claim: BT credits your account within 30 days. This SwitchSquid guide walks through what to check, how to stay online while you wait, what compensation you are owed and when you can leave BT without a fee. If repeated outages have you looking elsewhere, the buttons on this page go to providers that run their own networks; if you buy through them, we may earn a commission, and it does not change the price you pay.
Sources: Ofcom automatic compensation, BT Help automatic compensation, BT Help staying connected during a fault and Ofcom complaints and ADR schemes, all as listed on 1 November 2026.
Virgin Media M125: 132Mbps on a separate network
- 132Mbps average download on Virgin Media’s own network, not Openreach, as listed on 1 November 2026
- No setup fee with a QuickStart self-install pack, or £30 if you choose an engineer when self-install is possible
- Main limitation: only in Virgin Media areas, and subject to survey and a credit check
Is BT broadband down? Check these first
Check BT’s service status. BT’s service status checker shows known problems in your area and can test your own line. If there is an area outage, BT is already working on it, and reporting it again will not speed things up.
Restart the router. Switch it off at the wall, wait 30 seconds and switch it back on. Give it a few minutes to reconnect before testing again.
Test with a cable. Plug a laptop into the router with an Ethernet cable. If that works and Wi-Fi does not, the problem is in your home, not on BT’s network.
Check the cables and the wall socket. Make sure the fibre or phone cable is pushed in firmly and has not been bent or damaged.
Report the fault. Use the BT app or BT’s online fault tracker. The compensation clock only starts once you have reported it.
Our broadband outages page lists known problems across providers, and our speed test guide helps if the line is slow rather than dead.
BT broadband compensation: what you are owed
BT is signed up to Ofcom’s automatic compensation scheme, along with EE, Hyperoptic, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen. These are the amounts from 1 April 2026, as listed on 1 November 2026. They rise each April in line with inflation.
Problem | Compensation | When it starts | How it is paid |
|---|---|---|---|
Total loss of service not fixed | £10.34 per calendar day | After two full working days from when you report the fault | Bill credit within 30 days of the fix |
Missed engineer appointment | £32.31 each time | Engineer does not turn up, or cancels with less than 24 hours’ notice | Bill credit within 30 days |
Delayed start of a new service | £6.46 per calendar day | From the confirmed go-live date | Bill credit within 30 days of the service starting |
If your broadband and landline go down together, you get one payment, not two. BT says it pays loss-of-service and delayed-activation compensation for up to 60 days.
How the two working days are counted
Working days are Monday to Friday, not counting public holidays. BT gives this example: if you report a fault on a Monday and it is not fixed by 11.59pm on Wednesday, compensation starts on Thursday. If the repair is finished the following Monday, you get four days at £10.34, which is £41.36.
That means the day you report matters. A fault reported on Friday evening has a longer wait before compensation starts than one reported on Monday morning, because the weekend does not count towards the two working days. Report as soon as you are sure the problem is not inside your home.
When you will not get automatic compensation
Ofcom and BT list the main exclusions. You will not usually be paid if:
the fault is caused by equipment or wiring inside your home;
the service cuts in and out rather than stopping completely, as BT only pays for a total loss of service;
the fault is fixed within two working days;
you miss the engineer appointment, or you turn down the earliest appointment offered;
you have broken the terms of your contract.
Ofcom says compensation should still be paid when the cause is outside the provider’s control, such as extreme weather, strikes or damage by a third party. If BT says an exclusion applies, Ofcom expects it to explain why, and you should not be charged for a service you are not getting.
How to stay online while BT fixes it
BT suggests a few ways to stay connected during a fault:
Hybrid Connect: if it is part of your package, it switches to a mobile backup when the broadband drops. BT notes that Digital Voice landline calls will not work while it is in this mode.
A backup mobile device: some BT packages include one, sent by post, which takes at least two days to arrive.
Phone hotspot: share data from a mobile with a large or unlimited allowance. Check your mobile plan’s fair use rules first.
If anyone at home relies on a healthcare pendant or alarm, tell BT and check with your alarm provider, because these may stop working when the line is down. BT also asks customers to keep their contact details up to date so it can send fault updates.
Virgin Media Gig1: gigabit with the WiFi guarantee included
- 1,130Mbps average downloads and 104Mbps uploads, as listed on 1 November 2026
- WiFi guarantee included: at least 30Mbps in every room or £100 credit
- Main limitation: prices appear once you enter your postcode
How to complain if BT does not fix it
Raise a formal complaint with BT, using the details in its complaints code of practice. Keep the fault reference, dates and any engineer visits.
Ask for a deadlock letter if you cannot agree. You can request one.
Go to the ombudsman. BT belongs to the Communications Ombudsman. Ofcom says you can use the scheme for free once six weeks have passed since your first complaint, or sooner with a deadlock letter, and within 12 months of that letter.
Ofcom says using an ADR scheme is free for residential customers. If you think compensation is missing from your bill, include the fault dates and the credit you expected so the ombudsman can compare them with Ofcom’s rates.
Can you leave BT if your broadband keeps going down?
BT says that if it cannot resolve a total loss of service within 30 days, you have the right to end your contract with no termination charges. Outside that, leaving mid-contract usually means paying BT’s early exit fees, so check your remaining months before you switch.
If outages keep coming back, it is worth checking providers that run a separate network. Virgin Media uses its own cable and fibre network rather than Openreach, and so do alternative networks such as Gigaclear in rural areas. Virgin Media is in Ofcom’s compensation scheme too. Our BT broadband alternatives guide compares more options, and what to do when Virgin Media goes down covers the same steps for Virgin customers.
Fit summary
Wait for the fix if: BT’s status page shows a known outage in your area. Compensation starts automatically after two full working days.
Book an engineer if: the fault is on your line only and the router and cables check out.
Complain if: the fault drags on, an appointment is missed or the credit does not appear within 30 days.
Look at other networks if: outages keep happening, or BT cannot fix a total loss of service within 30 days.
Need help working out what you are owed? Ask Squid AI, SwitchSquid’s assistant, to count the days for you.
Important conditions
Compensation amounts are Ofcom’s figures from 1 April 2026, as listed on 1 November 2026, and rise each April.
Only a total loss of service counts for repair compensation. Slow or intermittent broadband is not covered by the scheme.
Faults inside your home and missed appointments on your side are excluded.
The scheme covers residential fixed broadband and landlines, not mobile or business lines.
Switching provider mid-contract can mean exit fees unless a right to exit applies.
Final decision card
When BT broadband goes down, check the status page, restart the router and report the fault straight away. If it is not fixed after two full working days, you are owed £10.34 a day, and £32.31 for any missed engineer visit, as listed on 1 November 2026, paid automatically within 30 days. If outages keep happening, compare providers on a different network.
Rural home? Gigaclear Explorer 300 with three months free
- First 3 months free, then £19 a month on an 18-month contract, with £0 activation, as shown on Gigaclear’s homepage on 1 November 2026, for the first 2,500 orders
- 300Mbps with a 240Mbps minimum download, free expert set-up and a WiFi 7 router
- Main limitation: only where Gigaclear has built its network, and prices may change during the contract
FAQ
How do I check if BT broadband is down in my area?
Use BT’s service status checker on its help pages or in the BT app. It shows known problems in your area and can test your own line. If there is an area outage, BT is already working on it.
How much compensation do I get if my BT broadband is down?
Ofcom’s scheme pays £10.34 for each calendar day a total loss of service is not fixed after two full working days. A missed engineer appointment earns £32.31. These are the amounts from 1 April 2026.
Do I need to claim BT compensation?
No. You only need to report the fault. BT credits your account automatically within 30 days of the fix, the missed appointment or the delayed start.
Does slow broadband count for compensation?
Not under the automatic scheme, which pays for a total loss of service. Intermittent faults are also excluded. You can still complain to BT about slow speeds.
How long does BT take to fix a broadband fault?
BT says it aims to fix most network faults within two working days unless the fault is complex. If an engineer is needed, BT attends on the date you choose.
Can I cancel BT if my broadband keeps going down?
BT says you can end your contract without termination charges if it cannot resolve a total loss of service within 30 days. Otherwise, early exit fees usually apply. Complain first and keep a record of each fault.
Who do I complain to if BT will not help?
Raise a formal complaint with BT first. If it is not resolved after six weeks, or you get a deadlock letter, you can take it to the Communications Ombudsman for free.
