BT Mobile mobile network: coverage, customer service and complaints
Last updated: 22 October 2026
BT Mobile runs on EE's network. BT Group owns both brands and BT Mobile is mainly sold to existing BT customers.
BT Mobile at a glance
- Type: Virtual network using EE
- Owned by: BT Group
- What it sells: SIM only plans for BT broadband customers.
BT has been moving new mobile customers towards EE.
BT Mobile coverage
BT Mobile doesn't own masts — it uses EE's network. Wherever EE has signal, BT Mobile customers should too. Coverage varies street by street and indoors, so check your home and work postcodes on Ofcom's coverage checker before you buy.
Customer feedback: official complaint figures
Ofcom publishes how many complaints it receives about each major mobile provider for every 100,000 pay-monthly customers. In the October to December 2025 figures, BT Mobile received 3 complaints per 100,000 customers — level with the industry average of 3.
| Provider | Jan–Mar | Apr–Jun | Jul–Sep | Oct–Dec |
|---|---|---|---|---|
| BT Mobile | 7 | 8 | 5 | 3 |
| Industry average | 2 | 2 | 2 | 3 |
Source: Ofcom telecoms and pay-TV complaints, Q4 2025. Lower is better. Figures are rounded by Ofcom.
Contact BT Mobile customer service
- BT customer service: 0800 800 150
- Help: www.bt.com/help/mobile
These are the contact routes BT Mobile publishes. Numbers starting 03 cost the same as a normal landline call and are usually included in phone plan minutes; 0800 and 0808 numbers are free. Check BT Mobile's website for opening hours.
Complaining about BT Mobile
Complain to BT Mobile first. If it isn't resolved after eight weeks, or you get a 'deadlock letter', you can take it free of charge to the independent ombudsman scheme BT Mobile belongs to. Ofcom explains the process on its how to complain page.