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26 October 2020

BT Mobile review

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

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.

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
Table notes: Results based on an online survey of 4,027 members of the public in February and March 2020.

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 provider's infrastructure – in this case EE's - and offers 2G, 3G, 4G and 5G coverage.

To check coverage where you live, use our free interactive mobile network 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.

It has five main tariff options, with prices starting at £12/month for a Sim-only 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, and if you have BT Halo you can get extra data added to your plan.

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 £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.

Find out if you can save by heading on over to BT Mobile's website.

BT Mobile stores

BT Mobile doesn't have its own stores.

If you need any help or advice, you need to get this via its website or by calling BT customer services on 0800 800150 (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 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.

Find out how other providers fared in our guide to the best and worst mobile networks

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.