BT Home Broadband Reviews

It’s a good provider with fast speeds and good customer service, although it is a little pricey.

Have been with BT for a couple of years due to the broadband speed being the highest. I question the speed as when doing tests in BT it is as paying for, when on a third party test it is running at less than 50%.
BT customer service is none existent, worst I have known.
Offer no assistance other than trying to upsell anything in their website!
Cannot wait to leave as feel I could not get any worse!!
EE and BT are the same so don’t be fooled as EE are the same and bad.
I would say stay away and look for a package where you feel like the customer and not just the bill payer!

No problems noticed with the phone lines or the broadband, but since i do not use for gaming or the likes, download speeds not noticeable to my self?
My BIG problem is the cost to myself as a BT customer since 2017? £122 a month for fibre Halo, BT sports and 700 minutes of phone call per month.
It rose too this amount from £115 a month in March 2025 when apparently my contract expired. A similar new package with their partner company EE, is £87.93 per month. Or £10 a week cheaper? Or £500 a year cheaper?
New packages of a similar standard are available with BT even cheaper on comparison websites, but are not available to existing customers! WHY?
Do you want to fleece your existing customers? Do you have no respect for your existing customers?
I have gone with SKY out of disgust.

Extremely slow - app will never allow a speed test

Was down for around 13/14 days and stated it was fixed when it wasn’t - called BT for the 5/6th time for them to give the incorrect fix date

Due to have money taken off bills due to time spent without internet however no email to confirm this or explain how much etc

I have been with BT for many years and have always found them reliable, helpful, trustworthy with good customer service.

Has taken many phone calls before they sent someone out to sort out why I kept losing broadband. Poor poor calls with support at times

Had a really helpful worker called Sunhil. More than happy.

The worst outfit I have ever come across. Don't for one second consider using this useless service or systems. No loyalty, no care, no deals, not worth it.

Terrible customer service. Have spent nearly 2 hours on the phone over 3 conversations. Told to call back in 7 days as they cant access files. Called again told there is a problem with Broadband. Asked to call again. 3rd time had enough of waiting half an hour on the phone as they cant access their systems, asked them to call me back as soon as they have got into their system. 4 hours later still waiting. Ready to move to another supplier after being with BT for 40 years. what a waste of time.

\BT is decent but could be better. The internet speed doesn’t always match what was promised, and it slows down at peak times. Customer service is hit or miss; sometimes helpful, sometimes slow. Streaming usually works well, but gaming and video calls can lag.

Just a terrible experience. I took the order out two months ago and it keeps being cancelled by open reach. the connection is poor. the hubs are just annoying with the flashing lights. never works. staff dont seem to know what is going on. no customer service at night or weekends/bank hols. for all the money they charge they give very little in return..... Openreach seem to be the boss. if they do not want to do something. they wont. BT is just a front for Openreach.

It is mostly okay. Customer service is great. The price is higher than I would like to pay. Speed is sometimes slower than it should be.

When it works it’s great, but the customer service is terrible, they rip people off with out of contract prices unless you call up and pretend to cancel.

Overall I am happy, although at times I do question if we are receiving the right speed as sometimes our tv lags. However for day-to-day use, including both of us working from home, we have no issues. Their customer account/portal isn't the best designed and at times I have had trouble finding what I need or pages not linking correctly or to where I thought they would go.

My connection is extremely reliable, with only a few breaks in service over the years I have been with them (quickly fixed every time) and always meeting the advertised speed. The wi-fi hub also has an excellent range.

I had the most terrible experience with BT customer support just now. A guy called Hassan just bluntly said it was "my problem" that I didn't do the paperwork on time and just threatent with debt collectors to collect the whole £261 of outstanding ballance. Then he just said that "he can't solve everyone's problems" altho he is working in a customer support which is kind of hilarious. And at the end when I told him that I had a terrible dispute with the landlord costing me tonns of money blod sweat and tears he just said that "It's my problem now" and that "He doesn't know where I've read the policy saying what I ask for can be done". I guess there is no policy about compassion and at least basic emotional intelligence within BT. I am pretty sure I would just pay that freaking bill if they wold not be so harsh and rude with me. But now I am on call for an hour or so trying to reach to his supervisor and can't do that. So while I am waiting I will just leave terrible review everywhere across the internet because that's exactly what you get when you don't want to talk to your clients. Terrible support. Don't use BT guys

They're fine mostly, regularly wake to find the router has had an issue and nothing is working until it's rebooted several times.

BT are an all round excellent service provider. A fantastic 'basic' price for low income families. Quality service that can cope with several devices at one time. Customer service are 2nd to none: friendly & informative. The REAL HARD WORKERS the ENGINEERS who go out in all weathers & VERY QUICKLY get you back online in RARE outages. Easy to navigate website will all the information & guidance you would need. They've 'had my back' for a long long time & I COMPLETELY TRUST them 5 stars!

BT has been reliable and the pricing has been fair but lately it has become a bit expensive in my view.

BT are fairly reliable, although I think you pay more than competitors for the same service. The main reason I have stayed with them is I tried to change once but there was so much confusion and hassle involved (even though I used a switching service) that I decided I preferred to be with a less-good provider but still have internet than keep on pursuing the switch.