BT Mobile review
How good is BT Mobile? 2020 Which? mobile networks satisfaction survey
Before signing up for a new phone deal, read our review of BT Mobile to see how it did in our regular mobile phone satisfaction survey.
In our latest survey we spoke to more than 4,000 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.
What network does BT Mobile use?
BT Mobile uses EE. BT Mobile is a virtual provider, which means it uses another provider's infrastructure – in this case EE's. It offers 3G, 4G and 5G coverage.
How good is BT's mobile coverage?
To check coverage where you live, use our free interactive . 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.
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, and if you have BT Halo you can get extra data added to your plan.
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 £14/month, two Sim cards cost £22, three cost £29, etc), and because each Sim can have its own individual allowance, you don't have to worry about sharing data across your entire family.
Customers can also make free use of BT's 5m wi-fi hotspots and can avoid nasty bills by capping their monthly spending. If you have a BT plan costing more than £20 a month, you can also get BT Sport.
BT Mobile stores
BT Mobile doesn't have its own stores.
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 third quarter of 2019 (July to September), BT Mobile was the third most-complained-about pay-monthly mobile provider. In this period it generated five complaints per 100,000 customers – one more than the industry average of four per 100,000 customers. In comparison, Tesco Mobile generated the lowest rate of complaints, with one per 100,000 customers.
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.