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Mobile phone provider reviews

BT Mobile

By Hamse Yusuf

Article 2 of 13

Put us to the test

Our Test Labs compare features and prices on a range of products. Try Which? to unlock our reviews. You'll instantly be able to compare our test scores, so you can make sure you don't get stuck with a Don't Buy.

We regularly survey thousands of mobile phone customers so we can tell you exactly how BT Mobile compares to other mobile phone providers.

How good is BT Mobile? 2019 Which? mobile provider satisfaction survey

Before signing up for a new phone deal, read our review of BT to see how it did in our regular mobile phone satisfaction survey.

In our latest survey we spoke to more than 6,100 real customers from 13 of the biggest phone providers including EE, O2, Vodafone and Three. They told us exactly what they thought of their phone company, from the customer service on offer to the value for money they get.

In this in-depth review of BT Mobile, we'll:

  • give you a full breakdown of how its customers rated it for key factors, including customer service, value for money and incentives.
  • report quotes from real BT Mobile customers on their experiences.
  • tell you whether it's a Which? Recommended Provider.
Only logged-in Which? members can view the results in the table below. If you’re not yet a member, you can get instant access by joining Which? today.
BT Mobile customer satisfaction survey results
Recommended Provider Customer service Ease of contacting Value for money Incentives Customer score
Subscriber only content Subscriber only content Subscriber only content Subscriber only content Subscriber only content Subscriber only content
Table notes: Ratings and scores based on a survey of Which? members conducted in January and February 2019.

How good is BT's mobile coverage?

BT Mobile is a virtual provider, which means it doesn't have its own phone network. Instead it uses another providers' infrastructure – in this case EE's - and offers 2G, 3G and 4G coverage.

To check coverage where you live, use our free interactive coverage map. Simply enter your postcode into the map and it will tell you how good EE's signal is in your area, as well as comparing it with the other providers.

BT Mobile's deals

BT Mobile mainly sells SIM-only deals that you use with your own handset, although it does also sell a small range of top-end smartphone contracts as well.

It has seven main tariff options, with prices starting at £13/month for its Starter Plan SIM deal. You can also add bundles of extra data or minutes and can pay more to get faster 4G download speeds (up to 60Mbps rather than 30Mbps).

You don't have to have a BT broadband deal to take out one of its mobile packages, although broadband customers do save £5/month on their mobile deals.

Find out how customers rate BT as a broadband provider.

Families can add up to five SIM cards on the same plan with BT's Family SIM scheme. The more SIM cards you add to the package, the more you save (eg one SIM card on BT's 6GB plan costs £20/month, two SIM cards cost £26, three cost £35, etc), and because each SIM card can have its own individual allowance, you don't have to worry about sharing data across your entire family.

Customers can make free use of BT's 5m wi-fi hotspots and can avoid nasty bills by capping their monthly spending. And you can watch the BT Sport app on your phone if you sign up for a package with a 6GB or higher data allowance.

BT Mobile stores

BT doesn't have its own stores.

If you need any help or advice then you need to get this via its website or by calling BT customer services on 0800 800 150 (or 150 from your BT Mobile).

Complaints about BT Mobile

Telecoms regulator Ofcom regularly publishes information on the number of complaints it gets about the main mobile providers.

In its latest report, covering the first quarter of 2019 (January to March), BT Mobile was the second most complained-about pay-monthly mobile provider. In this period it generated five complaints per 100,000 customers, two more than the industry average (three per 100,000 customers). In comparison, Tesco Mobile generated the lowest rate of complaints, with one per 100,000 customers.

Read in-depth reviews of all the major phone networks in our mobile phone providers guide.

Recommendations you can trust

Which? is independent - we work for you, the consumer, so you can be sure that our recommendations are only influenced by our test and survey results. We don't take advertising and we buy all the products that we test ourselves.