BT Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    2.8 stars
  • Customer Service
    2.8 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 19603 customer ratings since 2018-01-23 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2743 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
I spent 8 months with a fraction of the speed I was supposed to get via Fibre Broadband plsu the hub kept resetting about 6 or 7 times a day.

The help I received was awful, they didnt send a new hub out when they said they would and kept threatening to charge me £130 to look at it.

Bought out the last 6 months of the contract to go back to Virgin just to stop the stress. Only chose BT for cheap sports but its really not worth the hassle
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport BT  
Unable to connect to WiFi on my mobile phone, phoned BT customer service at least 10 times and was told they were sending me a new router which I've never received, on another occasion I was told the fault was reported to the installation team and they will contact me within 2 days, guess what! They never contacted me....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
No consideration or care for customers. Phone staff say pretty things but have left 2 of my issues unresolved. Blamed me for their mistakes and have left me to pay for a TV package I cant use, due to the wiring. Was told cancelling during the Trial period was successful but am now stuck paying for something I cant use. NO HELP. NO CARE. WORST BROADBAND EXPERIENCE IVE HAD.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Suffolk BT  
Very poor customer service. The cost for my internet increase with ~2-3 pounds every 3 to 4 months, started with 34 pounds and now I have to pay 39,99 pounds! Never again! I will switch as soon as possible. I can’t recommend BT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Newcastle upon Tyne BT  
Cannot det infinity where i live but upgraded to best package i could get. Supposed to get 13-21 mb download and 8 mb upload but best i get is around 5-7 upload & 1-2 download! If i’m watching bt sports or downloading i cannot even play xbox live without buffering.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Newton Abbot, Devon BT  
They were very polite and followed script, but the issue was not resolved and I was cut off from chat mid sentence. BT has been charging for a service it has not been able to provide for several months now due to a faulty hub which their own engineer identified and refuses to replace it without going through yet more test on the line - which is fine as the fault is not with the line, but the hub. Still not happy and no chance of repair. The customer I am representing has dementia and Alzheimer's, so you would think that they would prioritise essential services for folk with disabilities, but .... nope. They will not even discuss a refund for the months wasted trying to get the service up and running.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland BT  
Never had any problems with BTs broadband services and the smart hub range is outstanding. I don't get any buffering and the additional free services such as the free Wi-Fi hotspots are really helpful. BT can be a more expensive service but value for money especially in terms of the added free services (Wi-Fi hotspots, cloud storage and virus protect) and the broadbands performance alone makes it worth the couple of quid more you pay. overall great experience. I think a lot of people forget how much they use their broadband and don't give much thought to it other than getting the cheapest deal available. When you've got a household all using the broadband 24/7 and you've decided to pay the least you can for your internet its not surprising when you don't get a quality service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Warrington BT  
Pretty slow service and high cost, very bad customer service but generally OK. Will switch in the future.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Kent BT  
Sometimes it seems like these review forums are just opportunities for people to complain and hardly anyone leaves positive reviews. Well, here is one for a change.

We've been with BT for some years now and, in the past couple of years, our village has been upgraded to fibre. It is disgusting that this has taken so long, compared to other countries like Canada which laid down fibre even to outlying townships a decade ago, but there you are.

Since the fibre upgrade and, obviously, the delivery of a new router, broadband has improved dramatically. Best of all is the responsiveness of the BT helpline. You now get to talk to people in the UK or Ireland and they're pretty knowledgeable. Whenever we've had broadband dropouts a quick call has restored and speeded up the service.

What's more our contract is now coming to an end and I found this site because I was looking for a cheaper deal. It looked like SSE is the only reliable and recommended alternative to BT and I could make a £20 saving monthly by switching.

I rang BT just to find out when my contract was ending and got talking about deals and managed to make that £20 saving by staying with them for another 18 months. I've also saved another £15 a month by switching my mobile account to them.

All in all, I'm happy with the BT performance and my dealings with them. Recommended.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Huntingdon BT  
If I could give 0 stars I would. Our business has lost thousands in revenue promising us their service after cancelling installation SEVEN times! We were shipped from pillar to post overseas which cost a huge amount in phone costs. unreliable, inefficient; If you can't complete a service then why take it on
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ST HELENS BT  
The most unreliable company I have come across in the entire world. The staff members are the dumbest bunch of incompetent fools in the world.

BT has stolen money from me and made promises that they will reimburse me in the next bill but still have not done it.

I have been trying to move my phone line from upstairs to downstairs for four months now and they have made 4 different appointments and did not show up for 2 appointments. They showed up for 2 appointments and were unable to do the job because they are just dump and pathetic.

I have probably spent over 50 hours speaking to them on the phone in the last 4 months. All the BT customer annoyance service assistants on the phone do their utmost best to annoy the **** out of you.

Avoid this company at any cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Do not touch BT with a barge pole. They have been happy for me to pay well over the odds fo a long time. £35 over the odds per month to be exact. Guess that's what happens when you don't keep eagle eyes clamped on these comanies all the time! Lesson learned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Farnham BT  
Would have given no stars but there wasn’t an option for that..good enough to take your money off you every month because I was in a contract but paid for 11 month of no phone and broadband but won’t give me any compensation because there pathetic excuse was I wasn’t phoning them all the time to report it..I would advise to steer clear of bt don’t want to know when you complain steer clear of them better providers out there who are cheaper and have better customer services bt’s customer services is appalling.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton BT  
Just the worst internet we ever had. AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Dover BT  
I went around the houses to try and arrange broadband with BT as they kept saying my house didn't exist - despite providing them with the name and mobile number of the person that did the survey and the survey reference number. Finally got a date for installation. The engineer turned up after the allocated time (8am-1pm) and said he couldn't do it. Spoke to 8 different people in less than 24 hours - each one telling me something different. Still no broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
I have landline and fibre broadband with BT. BT's customer and technical service is all mostly handled via overseas call centres, and they just seem to read scenarios off rote, so don't really listen, if they understand your problem at all, so it's a terribly frustrating experience. BT left me without a landline on and off for several months when I moved to a new place until they finally admitted the fault was with them, and eventually rectified it. It took many calls until the problem was taken seriously. Broadband fibre speeds were nowhere near what was advertised, and the service cut out quite often. Once an Openreach engineer came and noticed the wiring on the street was pretty precarious which explained why there had been so many issues. On top of all that, their service is not value for money. I was on a deal originally but I was unwell over a period during which the deal contract came to an end; they don't notify you and then started charging a hefty amount monthly as per their standard tariff, so I ended up overpaying a few hundred pounds, so keep note of your contract periods. I just swallowed it as I knew I would be moving in a few more months so kept things the same as I didn't want to pay an early exit fee if I started another contract. Of course, don't be completely fooled by "no exit fee" either on a standard tariff, as they will want 30 days' notice, which is effectively a hidden fee. There are lots of better and cheaper providers out there with much better customer service. BT have lost touch and are sadly not a good provider, consistently. I won't be using them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London BT  
You'll need a good 4G service with BT as the broadband is not very good. BT customer service pointed out that the fast speeds were only for people in the bigger cities. In other areas, we should expect a worse service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weymouth BT  
My broadband speed is approx 1.5mbp, it’s terrrible the connection drops out and most of the time we can’t get online. We’re stuck with them for another 12 months, and it doesn’t look like anything is about to change. Wished I’d never signed up with BT as they aren’t interested in fixing this connection.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Cupar BT  
Unreliable.
When it works, it's ok, but sometimes it dies right at the time you need it and it's very annoying.
It's still better than Sky but nowhere as good as BT was.

Also, another problem with the Internet is that when someone uploads a file, Internet in whole house becomes unusable, so we have to use 3G internet for it instead. Not only does upload make the internet unusable, but it's also very slow and even not very big files take ages to upload!.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Liverpool BT  
Joined bt back in November my live date was the 30th broadband and landline was dead rang bt and they too me it was a fault on the line I got told numoures dates to go live it didn't happens no end of phone calls complaints still nothing done then Friday 28th Dec and bt customer services rang me admitting their was no fault it was the local supplier for the area who hadn't done the work in the beginning they told me I couldn't switch provider as the fault would still be there I've spoken to no end of call handlers and each one lie threw their teeth this company has the worst customer services I've ever dealt with every time I ring I get told 2 days one week and so on a outside company needs to go in and sort them out do not change to bt
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wrexham BT  
I get BT broadband for free and I still don’t want it. Giving one star is to much. BT have the cheek to portray that the average customer rating is three star. I don’t think so. One star is more like it. Keep well away from any BT service unless you want to throw money away and go back to the 1980’s.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire BT  
My issue was overcharging, I agreed a price for a 12 month contract but was overcharged and the refund was agreed but I never received the refund. BT signed me up to another contract charged me £80 in equipment fees and wasn’t willing to reimburse me. Very bad experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bradford BT  
Been with BT for many years now, consequently the most frustrating years of my life. The Broadband that BT provides is a mess. Exaggerated WiFi speeds / lieing about WiFi Speeds. Every day my WiFi goes down for no reason. BT have brought me closer to ending it all than anything else. If you're reading this. DO NOT BUY BT. DO NOT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford BT  
BT have just upgraded my broadband, during the upgrade there was an accidental break in service. I reported this at about 1700 on 27 December. A smart engineer arrived at 1100 on 28 December and tracked the fault back from the house to the cabinet, including checking the incoming wiring. All was fixed by 1230. First rate service. I also ended up with a SIM card that I didn't need, this was cancelled with a minimum of fuss. Thank you BT
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton BT  
The worst internet money can buy I think bt has the worst internet quality it constantly turns off won’t connect me and they don’t offer fiber in my area depriving hundreds of people internet a really poor service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North east England BT  
After getting well and truly sick of BT saying 'there is nothing wrong our end' when failing miserabely to resolve the uk's worst broadband ever, I feel this statement really means 'we are still stealing a lot of money out of your bank account and giving you next to nothing in return despite knowing we are breaking our contract'. Our BB keeps dropping every few minutes, can barely stream anything of which in this day and age is a crime given the legitimate streaming services we pay a lot of money for. Yesterday I did a speed test getting 0.7mb but they are charging me for 50mb (nothing wrong our end then eh). After several phone calls and endless tech walkthroughs they literally said there is nothing more they can do and I have their 'refuse' package until July 2019. It sickens me to the core. We have brand new laptops and phones etc and they ALL drop BB frequently (but nothing wrong our end). They even suggested putting a BB signal booster between the BB router and our laptops of which is approximately 5 feet away in direct view? They even suggested hard wiring our laptops so that we have ethernet cables lying all over the living room floor? They make my blood boil and cannot stomach the name BT never mind all the rubbish they spout. Until the day I draw my last breath I will NEVER EVER have their Fisher price equipment in my house again (no offence Fisher price at least your stuff worked!)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester BT  
Always slower than what you are paying for. Done with BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Romford BT  
First off, a one star rating for their reliability and customer service is still an overstatement. We have had issues from the start of joining them and it hasnt got better. The internet is more unreliable than anything, we thought Virgin Media were bad but currently the only thing we can rely on from BT is a lack of help from support and our internet to die. They have come out and replaced our cables as that was apparently the issue but shock horror, we are still suffering and will be without internet in the house over christmas. If you are looking to join BT i would look elsewhere, i think a potato is more reliable.

Back to their support, i contacted them multiple times regarding an issue with the bt app. The first person took 20mins without answering a single question thrn directed me to an "expert". Thr expert then didnt have a clue and when i asked a question he couldnt answer, the chat was disconnected. Their customer service is non existant and if the answer isnt on their script they say they will send an engineer out and then say you may be charged if the fault is our end (last i checked this would still be their issue as they installed exerything)

Avoid, avoid, avoid at all costs unless they buck their ideas up and change their service completely.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Aylesbury BT  
It's just so bad!
We have the Infinity package which averages 0.78 Mbps when it works (should be >60), but most of the time it's zero. Be wise, go elsewhere for your broadband.
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
The most disgusting company in the world
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Longsight BT  
Complained to BT about our Broadband constantly dropping out, each time I did this BT advised me to get a better, faster Deal, a new contract. Now we are paying over £50 a quarter. We tried to end our Contract and were advised we had to pay £216 if we pulled out. We still loose connection from time to time and BT say they don't guarantee constant connection. They said, "Complaining on social media can be effective" lol check out Facebook posts, EFFECTIVE? Are you kidding? We have been bludgeoned into paying more and more each time we have complained, by telling us to upgrade to this and that, and I'm sure we are not alone? Did this ever happen to YOU? We had an Openreach engineer sent out to our home to fix the fault by BT? Great he found out what was wrong, fixed the problem. All good then? No. The engineer went out to his Openreach Vehicle and filled in his report stating No problems found? WHY? Because BT-Openreach would get away with paying Compensation to Customers if the report states this. BT allowed this, turned a blind eye. Now today if the Engineer finds a fault in your home you have to pay a fee of £75. Is that the same TRUSTED Engineer from OPENREACH sent out by BT? Yes it is.
I've spoken to BT today asking them to change over my account to my wife's name as my health is deteriorating and it would be less stress later on. I have also asked for a lesser cost contract £29.99 for 18 months. As advertised on TV, But they refused.After 50 years being with BT. My Advice to all that want a phone-broadband etc, stay well clear of BT. you will not be disappointed.
michael n Betty lewendon
ps
Were you or your family, or Buisness treated with the same Scam-Con, by BT- Openreach to deny Thousands of Customers Compensation? BT-Openreach must have all the Engineers reports, Was your fault report same as ours? Lies, Ofcom UK media watchdog, have they been informed about this pratice?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
READING BT  
Several weeks ago I reported problems with my router, far from the three days as promised on the adverts, I am still waiting. Every time I speak to BT customer service they assure me that they have placed an order for one to be sent, each time I check my order History and nothing has been sent. My complaint has been escalated to the highest level and was given final assurances that my new router has been sent, but the same thing has happened again. Please avoid BT at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bristol BT  
Avoid avoid avoid. Can't believe how disappointed I am. Ordered the service on 29/11. Was supposed to be active 6/12. Nothing happened and I called the customer service. They said the engineer made a mistake and it will be activated 11/12. Nothing happened. Called the customer service and they said the engineer is rescheduled for 16/11. Northing happened. Same stuff happened again and the next "activation date" is 19/11. Bt has one job and that is to turn my broadband on. They have failed to do that simple task for 3 weeks now. I would never recommend anyone to change their service to BT.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Unbelievable. Broadband speed is awful. BT don’t guarantee speed of WiFi in my house only wired connection. BT TV hasn’t been working for 3 months. They will only send out an engineer only if I agree to pay £85 if the fault is in my house? Don’t trust them! Poor poor service!! I was with Sky for 10 years. Not one problem. No one.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Epsom Surrey BT  
Not recommended customer service non existent ,service not fir for purpose. Happy to take 43.00 per month and offer a new package ,for no internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Juniper hill BT  
Do not use this service. I have been locked in a contract for 24 months now and cant wait to leave. Monthly prices have been upped 4 or 5 times during this time and I now pay almost £50 for a broadband only service. Never again
  • Satisfaction
    1 star
Chippenham BT  
The worst service I have ever been in contact with. Booked an installation, took a day off work and no-one turned up. BT told me the engineer came at 3.30pm but I was waiting all day, so basically a lie. I re-booked for another day and called BT twice to make sure they would come, they told me on both occasions that someone would definitely attend this afternoon. Called them a third time and BT said that the appointment was changed for the next day, without bloody telling me. I cancelled straight away, I am not paying some muggy company my hard earned cash even and this is even before the initial installations.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
London BT  
LN12DF, Paid for 60mb-80mb Broadband but actually receiving constant 29.3-29.5mb, and there has been no Dial Tone since Friday on landline!. This is paid for BT Broadband Super Fast Fibre II: and this a breach of contract since Friday 07/12/2018. Hope anyone working for the Telecom Regulators, Ofcom read this. Now on telephone line: 0800 800 150 and usual BS about sending out an engineer and a callout FEE. Same script different day.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Lincoln BT  
crap sevicie for cusmomore support
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
manchester BT  
I have been having issues with the router since mid October, contacted BT on numerous occassions, speaking most of the time to rude staff who were sending me instructions for hub 5 or smart hub while I have got hub 4! They were aware as they had asked before. Asking me to split connection, etc. Ended up with having 3 engineers who ordered new hub for me. It didn't arrive so I contacted them, they don't know anything about it! Once it arrived, the speed has dropped so complained again, then they sent me some texts and asked to reply what would cost me extra money. In addition, on one occassion I asked when my broadband contract would expire, lady told me the 4th of January. I rang them at the beginning of December to cancel, I was told that line rental contract expires on that day, broadband contract in July. So lazy! Honestly, I'm fuming, never had such bad issues with Sky or Virgin. I can't wait the contract to be finished!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Manchester BT  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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