Our FAQ support is here for helpful answers to your question. If you can’t find the answers you need, please contact us.
What is the privacy policy and terms of use?
The Privacy Policy and Term and Conditions can be found on the BT website.
How do I cancel, change, or disconnect my service?
Contact customer service.
What is the installation process like?
An appointment time that is convenient for you will be arranged. Someone 18 or older must be at your home during the installation. The installer will greet you and review the procedure and connection of the service that you have ordered. Each service will be tested to confirm it’s working. You will then need to sign a form indicating that your service was successfully installed.
How can I check for service outages in my area?
Major outages/ delays will be reported at the top of the BT website and on Facebook/Twitter. You can also contact customer service.
Slow speeds?
- If your computer or device is older than 5 years, ensure all unnecessary applications are closed.
- Reboot the router by removing the power cord from the back of the router, wait 30 seconds and then plugging it back in.
- The lights should be on and blinking now.
- Try to connect your computer again now.
- If the issue has not been resolved, please contact help desk.
Having trouble connecting?
- Make sure router is on. If it is on you will see lights on and blinking.
- Make sure cables are connected properly.
- Reboot the router by removing the power cord from the back of the router, waiting 30 seconds and then plugging it back in.
- The lights should be on and blinking now.
- Try to connect your computer again now.
- If the issue has not been resolved, please contact help desk.
Should I share my internet with other users I don’t live with?
Be aware! Sharing your internet connection with people you don’t trust can be dangerous. They can steal your private information and conduct illegal activities that can leave you liable.
How can I test my internet speeds?
Click here to determine your download and upload speeds.
What is “Mbps” and how much do I need?
Mbps stands for “Megabits per second”. There are three BT service speeds: 5 Mbps, 150 Mbps, 300 Mbps or 1 Gig (1000 Mbps). Typically, the recommended speed for basic internet browsing is between 5 and 15 Mbps. For online gaming, video streaming, or for multiple users and devices, we recommended 150 Mbps. If you want the fastest internet in the country, Get a Gig! Call customer service for a recommendation.
What is a Static IP?
Only available for Business Customers. A Static IP is a dedicated IP addresses assigned to a specific computer.
Can I use my own router and/or modem?
BT’s service does not require a modem. You can use your own router, but it is best to contact customer service to ensure it is compatible.
I currently have a different internet service but I want to switch to Burlington Telecom.
Wahoo!! Please contact customer service and thanks for choosing BT.
What is symmetrical speed?
“Symmetrical Bandwidth” means that the upload and download speeds are the same. This is great for everyone, but especially those who routinely upload large files such as music, photos, and videos. Gamers too!
What does BT use for security, spam, and viruses?
BT offers spam and virus filtering on incoming email.
What requirements does my computer need to be ready?
Your computer must have an Ethernet card or Ethernet adapter installed. If you are unsure you can call our customer service and they can help you determine if your computer is ready.
What is Fiber Optic Internet?
“Fiber” refers to the thin glass wires inside the larger protective cable. “Optic” refers to the way the type of data transferred – light signals. Learn More About Fiber
What is Broadband?
A high-speed internet connection. One of the fastest options available, broadband internet uses multiple data channels to send large quantities of information.
