UK Broadband Contact Numbers: Customer Service Lines for Every Major Provider

If your broadband has gone down, your bill looks wrong, or you want to cancel or upgrade, the fastest fix is usually a phone call to the right department. This guide brings together the UK broadband contact numbers for all the major providers — BT, Sky, Virgin Media, TalkTalk, Vodafone, EE, Plusnet and NOW Broadband — alongside opening hours, accessibility lines, postal addresses for formal complaints, and the official escalation route if your provider can't sort the problem out.

Most providers now push you toward an app or live chat first, and many no longer publish a customer-service email address at all. A direct phone number is still the most reliable way to reach a human, so we've listed the main line for each company, plus the short codes that get you through faster.

Quick-reference: UK broadband customer service numbers

A note on accuracy: contact numbers and opening hours change from time to time, and several providers route you through automated menus before you reach a person. The details below were verified in June 2026, but always cross-check the number against your provider's official "Contact us" page or your latest bill before calling, especially for anything time-sensitive like a cancellation.

BT broadband contact details

• Customer service: 0800 800 150 (free from UK landlines and mobiles)
• Opening hours: Mon–Fri 8am–8pm, Sat 8am–6pm, Sun 9am–6pm. Live chat via MyBT is available 24/7.
• Email: BT no longer publishes a consumer email address. Account messages go through the secure tool inside MyBT.
• Complaints (ADR): Communications Ombudsman

Start with the main line or live chat — most billing and fault issues are resolved on first contact. BT cannot process a cancellation through an online form, so you'll need to phone and have your account number (on your bill) ready. If you're inside your minimum term, an early-exit fee usually applies.

Sky broadband contact details

• Customer service: 0333 7591 310 (the older 03442 414141 line reaches the same team)
• Free short code: Dial 150 from a Sky Talk landline or Sky Mobile
• Opening hours: Mon–Fri 8am–10pm, Sat–Sun 8.30am–9pm
• Post (complaints): Sky Subscribers Services Ltd, Grant Way, Isleworth, TW7 5QD
• Complaints (ADR): CISAS

Sky doesn't publish a consumer customer-service email; written contact goes through the secure message tool in My Sky. The 0333 line is included in most mobile inclusive minutes and free from a UK landline. Sky's automated system may try to direct you to its help pages — stay on the line to reach an agent.

Virgin Media contact details

• Customer service: 0345 454 1111 (broadband, TV and phone)
• Free short code: Dial 150 from a Virgin Media landline or O2/Virgin Mobile
• Mobile customers: 0345 600 0789 (or 789 from a Virgin device)
• Post (complaints): Virgin Media Complaints, Sunderland, SR43 4AA
• Complaints (ADR): CISAS

The 0345 line handles billing, faults, upgrades and cancellations. Virgin runs on its own cable network rather than Openreach, so faults are reported directly to Virgin. There's no public customer-service email — written contact is via the My Virgin Media web form or the postal complaints address.

TalkTalk contact details

• Customer service & tech support: 0345 172 0088 (free from a TalkTalk landline or mobile)
• Text relay: Dial 18001 then 0345 172 0088
• Opening hours: Mon–Fri 8am–8pm, Sat 9am–6pm (hours vary by team — check before calling)
• Post (HQ): Soapworks, Ordsall Lane, Salford, M5 3TT
• Complaints (ADR): CISAS

The same number covers customer service and technical support. For most account and billing questions the live chat inside My Account is usually the quickest route; use the phone for cancellations, complaints or complex faults. To cancel a fibre contract, you must phone 0345 172 0088.

Vodafone broadband contact details

• Customer service: 0333 304 0191 from any phone
• Free short code: Dial 191 free from a Vodafone mobile
• Opening hours: Mon–Fri 8am–10pm, Sat–Sun 8am–8pm
• Live chat: 24/7 via vodafone.co.uk/contact-us (TOBi chatbot — type "complaint" or "agent" to reach a person)
• Post (complaints): Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN
• Complaints (ADR): CISAS

The 0333 number is included in most landline and mobile inclusive minutes. Vodafone broadband runs on the Openreach (CityFibre in some areas) network, so installation and line faults may involve a third-party engineer visit.

EE broadband contact details

• General / from another network: 0800 956 6000 (free)
• Broadband account & billing: 0330 123 1105
• From an EE mobile: Dial 150 (free)
• From an EE landline: 0800 079 8586
• Opening hours: Mon–Fri 8am–9pm, Sat–Sun 8am–8pm
• Post (complaints): EE Customer Services, 6 Camden Lock Place, London NW1 8AL
• Complaints (ADR): CISAS

EE (part of BT Group) handles broadband and mobile complaints separately. Calling 150 from an EE mobile lets the system recognise you and skip some verification steps. Live chat is available 24/7 inside the MyEE app.

Plusnet contact details

• Customer service: 0330 1239 123 (free alternative: 0800 432 0200)
• Opening hours: Daily 8am–8pm (online support 24/7)
• Line-test by text: Text HELP to 07800 008121 for a broadband line test; PHONE for home phone faults
• Post (complaints): Plusnet Plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU
• Complaints (ADR): Communications Ombudsman

Plusnet (also part of BT Group) runs UK-based call centres in Sheffield and is consistently among the better big-name providers for answer times. Note that Plusnet stopped providing email/webspace accounts in April 2025 and closed its business broadband arm in June 2025 — if you're still on a legacy business product, contact them as a priority.

NOW Broadband contact details

• Customer service: 0330 332 3050 (press 1 for broadband, TV & phone)
• Opening hours: Daily 8am–8pm
• Live chat: "NOWBot" via the online Help Centre, 8am–midnight daily
• Owned by: Sky UK Limited (uses the Openreach network)
• Complaints (ADR): CISAS

NOW Broadband doesn't offer broadband live chat in the same way as TV; the phone line is the main route for broadband and calls queries. Signed-in customers see the correct support number inside their account.

What do these calls cost?

UK broadband numbers fall into two groups, and the cost depends on which prefix you dial:

• 0800 numbers are free to call from UK landlines and mobiles.
• 03 numbers (0330, 0333, 0345) cost the same as a standard 01 or 02 landline call and are included in your inclusive minutes on most plans — so for most people they're effectively free.
• Short codes (150, 191, 789) are free, but only work from that provider's own landline or mobile.

If you're on a pay-as-you-go mobile with no inclusive minutes, an 03 call can cost roughly 25–55p per minute, so use the free 0800 line or a short code where one exists.

How to get through to a human quickly

Automated menus are designed to deflect you to self-service. A few tactics that tend to work across providers:

• Call from the provider's own number. Dialling 150 or 191 from your provider's SIM often skips verification and shortens the queue.
• Choose "cancel" or "thinking of leaving". Retention and cancellation queues are usually shorter and staffed by agents who can override account settings.
• Time it well. Early on a weekday (8am–9.30am) or late on a Sunday afternoon are typically the quietest windows.
• Have your account number ready. It's on your most recent bill and speeds up identity checks.
• Stay on the line. When the bot asks what you're calling about, saying nothing sometimes routes you straight to the next available agent.

Broadband complaints: how to escalate

If a phone call doesn't fix the problem, every provider follows the same regulated escalation path:

1. Complain to the provider first. Phone or use live chat, explicitly ask for the issue to be logged as a formal complaint, and write down the reference number, date and agent's name.
2. Wait up to 8 weeks. If it isn't resolved within eight weeks — or you receive a "deadlock" letter sooner — you can escalate to a free, independent adjudicator.
3. Go to the ADR scheme. Every UK provider belongs to one of two Ofcom-approved Alternative Dispute Resolution schemes: the Communications Ombudsman or CISAS (listed for each provider above). Both are free to consumers and their decision is binding on the provider but not on you.
4. Ofcom. Ofcom doesn't resolve individual complaints, but reporting your issue at ofcom.org.uk feeds the published complaints league tables that hold providers to account.

You may also be owed money automatically. Under Ofcom's automatic compensation scheme, providers that have signed up must credit your account — without you having to ask — for delayed repairs after a loss of service, missed engineer appointments, and delayed activations. Keep a paper trail of every contact; it's what the Ombudsman and CISAS rely on.

Accessibility and Relay UK

If you're deaf, hard of hearing or have a speech impairment, you can reach any provider through Relay UK by dialling 18001 followed by the customer-service number (for example, 18001 then 0345 172 0088 for TalkTalk). Most providers also run dedicated accessibility teams offering large-print or braille billing, talking bills, sign-language video relay, and priority fault repair for customers who rely on broadband for medical equipment. Ask the main line to be put through to the accessibility team, or look for the "additional needs" section on your provider's website.

Disclaimer: This guide is for general information. Contact numbers, opening hours and complaint schemes can change — always confirm details on your provider's official website or your latest bill before acting on anything time-sensitive such as a cancellation.