I rely on my service and need it repaired urgently

Get extra support if your service is essential If you depend on your BT landline or broadband because of a disability, long-term illness, or a severely sick child in your household, you may be eligible for our free Priority Fault Repair scheme.

What is Free Priority Fault Repair?

Priority Fault Repair is a free service that gives eligible BT customers priority over standard fault repairs. If you're accepted onto the scheme, we'll treat faults affecting your home phone or broadband service as a matter of urgency and work to fix them as quickly as possible. We aim to prioritise repairs every day of the year, including weekends and bank holidays.

Who can apply?

You can apply if you have a BT home phone or broadband service and you, or someone who lives with you, is:

• Classed as disabled under the Equality Act 2010.
• Housebound because of a chronic long-term illness or disability and unable to leave home without assistance.
• A severely sick child.

Under the Equality Act 2010, you're considered disabled if you have a physical or mental impairment that has a substantial and long-term effect on your ability to carry out normal day-to-day activities.

How to apply?

To apply, you'll need to complete the Priority Fault Repair application form. (PDF | 1.3 MB).

Your application must be supported by a doctor or hospital consultant. It must be countersigned by the medical professional and include either an official doctor's or hospital stamp. The medical professional must also provide their General Medical Council (GMC) number.

Need help printing the application form?

If you're unable to print the application form yourself, there are a few ways you can get a copy:

• Print it at your local library.
• Ask a friend, family member, carer, or support worker to print it for you.
• Use printing facilities available through local community services, if available in your area.
• Ask us 

If you're having difficulty accessing or printing the form, call us and we'll discuss the options available to help you complete your application.

What isn't covered?

You won't be eligible for the scheme if:

• Your line is supplied by another provider
• You live in a warden-controlled property, residential nursing home, care home, or similar type of accommodation
• The service is used for healthcare alarms, medical\health pendants, or other alarms