Adastral Park
News   >   BT keeping us all connected at a critical time
BT keeping us all connected at a critical time
Published: 24 March 2020
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With more of us spending time away from family, friends and work because of Coronavirus, using digital technology to stay connected has never been more important. It’s a very difficult and uncertain time for us all – and we’re constantly assessing this fast-moving situation and thinking about what more we, as a business that’s central to the UK’s digital society, can do.

See below for details on what BT and EE are doing to keep services up and running and keeping customers connected. BT's operational teams on site at Adastral Park are also helping heavily towards this activity...

Access to NHS online and 111 More than ever, it’s critical for us all to be able to get up-to-date healthcare information, so all of our EE and BT mobile customers can now access the NHS online without using any of the data in their plan – even if they’ve run out of data completely. Calling 111 remains free for customers across the UK.

Unlimited home broadband for all We’re also removing all caps on your home broadband plans so every customer has unlimited data to use whether working from home, keeping the kids connected to school or streaming the latest films.

Vulnerable customers We’ve a number of initiatives here:
To help our most vulnerable BT landline only customers, we’re removing out-of-bundle charges for the most critical services, such as UK landline and mobile calls, and placing a £5 per month cap so they can make the essential calls they need to keep in touch, without worrying about their bill.
Personal and local support is important for every customer, but no more so than our vulnerable customers and their carers – who we are treating as a priority. We have specialist teams trained in how to help customers with physical disabilities, mental health issues and a specialist dementia support team, who are doing their very best to ensure those vulnerable customers in isolation get the support they need.

Keeping families entertained We have plenty of ways to help keep the family entertained at home, from our flexible BT TV plans to free video and music streaming trials on EE. Our teams are ready to add these as and when customers ask.
Financial support. We know this is already a stressful time for customers worried about their finances, so we’ve put in place a dedicated team to support customers that need extra help with their bills. If a customer contacts us with money worries related to Coronavirus, we’ll work out what works best for them.

Keeping connected We play a vital role in keeping the UK connected. For us to do that in these difficult times, we need to provide enough capacity, and resilience across our UK fixed and mobile networks. Click Here to see what our CTO is doing to keep our networks running.

We know that working from home won’t generate significantly more traffic across our network than working in the office, even with more video calling and conferencing, HD streaming and now digital home schooling. We also have a dedicated team of brilliant engineers in our Network operations centre monitoring 24/7 for even the slightest issues. They’ve seen mobile calls go up, but data usage go down and have even deployed extra monitoring on all areas across our network to stay on top of this constantly evolving situation. My thanks goes out to our people who are putting the network’s and our customers’ needs ahead of their own.
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