This topic

How can you speak to a real person at BT. I need a new router

ShropshireLass53 — Fri, 29 May 2026 20:42:10 GMT

We returned from holiday to find our internet down. No lights at all on the router, it is obviously no good. I need a replacement router but cannot get through to anyone human to request this. Only awful chatbots that eventually made an appointment for an engineer I don’t think I need! How can I speak to a real person about my broadband who can send me another router quickly.

Re: How can you speak to a real person at BT. I need a new router

Kimberlin — Fri, 29 May 2026 21:03:10 GMT

Possibly your only option, is to call BT: 0800 800 150 during normal working hours.

Re: How can you speak to a real person at BT. I need a new router

ShropshireLass53 — Fri, 29 May 2026 21:36:45 GMT

Thank you. I tried 150 but only got to a chatbot- a waste of time. I will try again in the morning.

Re: How can you speak to a real person at BT. I need a new router

OLD_MAN — Sat, 30 May 2026 07:21:21 GMT

I recently had a technical issue (loss of Digital Voice, Home phone) and called 150 for help. Chat bot offered a solution which did not work and I replied t0 the question 'did it solve your issue .. yes or no' I replied 'no'. Three other solutions offered and replied 'no' to each one. Finally the bot offered an olive branch that if none of the solutions worked, then type in a 'word' and a technician would contact me within ten minutes. I typed the 'word' that the bot stated and low and behold, within 5 minutes a very competent advisor was on the phone. The solution was swift, all sorted and very much appreciated. Well done BT or 'Better Things' as they are now known 🙂

Re: How can you speak to a real person at BT. I need a new router

ShropshireLass53 — Sat, 30 May 2026 07:33:41 GMT

Thank you. That is really helpful. Trying again this morning. See how I get on!

Re: How can you speak to a real person at BT. I need a new router

ShropshireLass53 — Sat, 30 May 2026 16:16:40 GMT

Update. All sorted. Managed to speak to a real person in the UK (Peter) who was really helpful, new router ordered and recommended to keep appointment with engineer on Tuesday.

Re: How can you speak to a real person at BT. I need a new router

gg30340 — Sat, 30 May 2026 18:00:24 GMT

Do not throw the old router away. You will need to return it to BT at some point. BT will send you a returns bag.

Make sure you keep a copy of your Proof of Posting and if possible take a photograph of it in case you somehow lose the paper copy.