Mobile phone provider reviews
By Hamse Yusuf
Article 2 of 13
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? 2018 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 3,500 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.
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 £12.50/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 5GB plan costs £17/month, two SIM cards cost £25, three cost £32, 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 final quarter of 2016 (October to December), BT Mobile was the joint most complained-about pay-monthly mobile provider (along with Vodafone). In this period it generated 11 complaints per 100,000 customers, more than double the industry average (five per 100,000 customers). In comparison, Tesco Mobile generated the lowest rate of complaints, with fewer than one per 100,000 customers.The main causes of the complaints about BT Mobile were problems with billing, pricing and charges and complaints handling.
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.