BT Broadband 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
    3 stars
  • Customer Service
    3.1 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 11697 customer ratings since 2019-09-20 (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.

3004 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
If you're thinking about switching to BT broadband because of the BT reward card incentive then beware. They seem to be making it difficult to claim this, despite them claiming it should appear automatically on your account.

My own experience was that the reward card never appeared on my account. After contacting live chat to enquire about this, the adviser said he could not transfer me to the relevant department and told me to phone instead. This would have involved wasting more of my time because of the long waiting time on the helpline.

A quick Google search of 'bt reward card', and filtering by the past month shows lots of people complaining about not receiving reward cards, showing this is a current widespread issue. So unless you're prepared to waste time chasing this up, then don't expect to get the card.

The broadband itself has been excellent. I'm on a FTTP connection which is fast and reliable. It's just a shame that this experience with the reward card has soured my opinion.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Cambourne BT  
I get 73 Mbps download and 18 upload on BT Fibre 2 package. I am lucky being just 120m from the fibre junction box so the copper wire last leg is relatively short. When things go wrong (about once a year - usually the service suddenly slowing down or needing frequent modem reboots) BT support has always been very fast and efficient. If they cannot fix the line remotely, an engineer has always arrived within a couple of days and the latest modem sent by post - all at no extra charge. You don’t often hear this... but I think the BT service is excellent.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Sevenoaks BT  
well well BT i have to constantly contact them. their advert says 1 disc runs the house or 100 pound back. i have 3 discs and they dont work(all this in 2 months )everytime i contact im in chat for over 4 hours they go round in circles and help with nothing
they pass me on to several people including managers (i dont think ) they avoid paying the 100 at all costs like their life depends on it so FALSE ADVERTISING im tired beyond words of this company and no offence to anybody but why cant i talk to a english person why do i have to be talking to people in INDIA when at the end of the day theyre called BRITISH TELECOM, tired of it all wish id never joined ive dealt with bad companies but these are the worst DO NOT UNDER ANY CIRCUMSTANCES JOIN BT (british telecom or should i call them IT (india telecom as sinse joining theyre all ive had contact with WHY?WHY?? why cant i cantact people in england surely it would work better
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
west yorkshire BT  
I thought paying top whack prices would equal top whack service,reliability etc - it doesn't - looking at the reviews you are just as likely to experience slow speed patronising unapologetic customer service providers as you are paying half the price of BT - I am swopping to a cheaper provider for what I imagine will be the same poor experience but at least I won't be paying 50 quid a month for it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Watford BT  
Such a terrible provider, download speed always fall short of the stated speed (e.g the stated speed was 11-13mb, and I am constantly receiving speed less than 5mb) and the pings are always spiking (varies from 30 to 500). The worst is that the slow wifi plan is even more expensive than some of the optical fibre plan provided by other competitors, I had no other choices as there is no optical fibre in my area. If you have other option BT should be avoided at all cost, extremely terrible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Have recently moved home and simply wanted to move the service across, but this seems to have been an unnecessarily difficult process for BT. Have had multiple orders cancelled for no reason over they last three weeks, which they cannot seem to stop doing. They say they will call back to sort out, but never do, resulting in me having to call them back. Previously the broadband had a tendency to cut out at least twice a day. It takes a good while to get through to any customer service reps, and even when you do, whilst they are pleasant enough they can rarely solve your issues there and then. Don't even think about asking for discounts for inconvenience, because they won't even consider it. Have been a loyal customer for a good while, but enough is enough and it's time to move on.
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
Awful awful awful. Two weeks with no internet. Engineer supposedly came - no change. New modem sent. No change. Back at square one after two weeks and now have to wait yet another week for another engineer. Been told I cannot cancel contract unless BT fail to provide a service for 90 days!!! How can that be fair? They can fail to provide internet for three months yet I must still pay. Disgusting. Can't wait to leave...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey BT  
Tried joining BT but they cancelled our order for no reason so now we have to wait. Customer service trying to deal with their mistakes was appalling (happy to try and sell you extras but unable to rectify basic problems). Would not go near them.
Bath BT  
BT is good . Fast and good internet to my house ! Everything about it is good 100% would recommend to anyone
  • Reliability
    5 stars
  • Speed
    5 stars
  • Customer Service
    5 stars
  • Satisfaction
    5 stars
York BT  
Router broke asked for a new one was told they need to send engineer i was like but its the router they where like muh engineer so engineer comes out and says its your router heres an £85 charge robbing scammers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchestrt BT  
The worst company by far. Slow WiFi, slow internet, poor customer service. With our plan was included a free TV which never arrived!! When we complained they told us they couldn't do anything!!! And for last but not least we paid BT Sport and it doesn't even include payperview. What can I say? Don't sign with this company, it's a scam, big, big scam.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath BT  
Awfully disappointed with the dreadful service. Tried to set up a line for SIX weeks but hindered by a series of BT's mistakes. They only know how to apologise but will not compensate in any way. I do not recommend starting with this unhelpful company.
UK BT  
Bt came to transfer our broadband from plusnet, but managed to mess it up and we have now been left with no broadband and no phone for the last fortnight with another fortnight until they will come out again. Where we live we get little if any mobile connection and rely on the broadband for work. Although after an hour trying to rebook a new visit they have behaved very badly making us wait for a month for something they did.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
whitford,Holywell BT  
Our Fibre Optic box shared with other occupiers of our small building in London EC1 was isolated as the probable fault as to why only our office and no one else in the building had no internet. Monday we made contact. It was almost certainly a switch that needed to be pushed at Open Reach's end but they could not do this without a job no. This took 3 days to organise. The engineer then arrived late one afternoon and did his best but could not determine the fault and had to return to another job. It turns out that it ialmost certainly is the OR switch and we hope after over a week without internet , it will soon be fixed. Meanwhile, we installed a Vodaphone 5G system as back up-even if China can allegedly interfere with this! It seems to be performing better that fibre optic so we we may ditch OR. I hate poor service as my busibness would not survive if we gave this so I happy to ditch OR and never depend on them again at the first opportunity-JP
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London EC1 BT  
Moved into a new build property in July 2020 and as an existing customer signed up for their 'easy' home move system. All communication up to our move date was positive, orders confirmed etc. and 3 weeks notice was given. No internet on the day following move in so contacted the customer service team who said the line could not be activated because of a records issue. This was the company line for 2 weeks (we still were without internet during this time). After two weeks the internet started working but was not at the speeds we were paying for. I called numerous times and spoke to numerous people, each one as clueless as the last and it took these two weeks for BT to acknowledge it was there error and apologise!

I was subsequently told that BT would need to re-order our broadband and phone which would take a further days to organise and then another 3 to process the order. This was due to happen on August 10th. I then received a call saying that the order had not been actioned and that we would have to wait another week. This issue is still ongoing and BT have seemed to be uninterested in resolving for us. We are in a new build property so are unable to move to another provider and this is clearly why they do not feel any pressure in finding a resolution.

I cannot stress how little I would recommend this company. Throughout, I have had to chase and clarify details at my own time and expense and was also still issued with a bill during this period without internet access. This was only refunded after I raised this as an issue.

Terrible processes, terrible customer service and seemingly a lack of interest in getting our issue resolved within a timely manner. Save yourself stress and inconvenience by choosing another provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
If I could give 0 stars for speed I would. We live in a rural location, HOWEVER across the street from us there is ultra fast broadband. We cannot get access to it because we are on a different exchange 2miles away. This means we get 2mbs while my neighbours enjoy 800mbs. We are all working from home these days and are utterly dependent on good broadband. BT does not care and will not help. I have spoken to them for 4years consistently trying to find a solution. Our jobs are on a knife edge and if we do not get better broadband soon we will have potentially lose our jobs and home. Tell me BT how do I explain to my 7 year old that daddy and mommy longer has jobs because of bad internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Crediton BT  
Awful service! AVOID ! I was waiting for their engineer for all day which never turned up. At the same time BT bombarded me with warnings that missed appointment will cost me £130! It seems my time does not cost a penny ! To resolve a problem it takes 40 minutes of holding and listening their arrogant music. The problem never gets resolved from the fist attempt. What a shame! If I knew, I'd never sign contract with BT.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
London BT  
absolutely great wifi speed, with my old provider i was getting less that 1 mb/s and now with BT im getting around 125 mb/s
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
derry BT  
Three months no service this year (2020)
Five days after finally fixing the latest fault BT inform me my line is due to be ‘taken over’ by someone else.
Despite informing BT this is incorrect and being assured the process will be halted...BT end all my services. They then bill me £555.23 for cancelling my contract early!
Empty apologies, unable to reconnect without taking out a new contract and ignored calls.
Now failed to meet a promised call to discuss ‘my complaint’ (!)...

Truly truly awful. Please go elsewhere, this company are beyond self help

PS. I couldn’t give less than one star sadly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Faversham UK BT  
Don't use BT if you live in central Birmingham. The broadband is terrible. I also had several issues with them when I moved apartments. I moved in the same block and they couldn't fix my connection issues. They made me wait 9 months after which I gave up and ended my service


Also they have absolutely awful customer service. You wait a good 20 minutes on the phone only to have no help until you threaten to leave their service. Complete waste of time and money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
I made a change of house I took BT, but they started to charge the rest of the old contract, I called and they said it was incorrect, not to worry, 4 months later, I receive a letter from their company of 475 pounds debt recovery, and I'm still a customer. In addition to being incompetents,they are liars.
  • Speed
    3 stars
  • Reliability
    5 stars
Chippenham BT  
This has been the worst customer service I've ever received not only from a broadband provider but also from any service in any industry!!
Shocking lack of communication and always lying to their customers. Took them 33 days to fix a broadband fault!
  • Speed
    4 stars
  • Reliability
    2 stars
Swindon BT  
Shamobolic customer services, different excuses and story everytime I phone.

Given up trying to work things out, logged issue with Ombudsman.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton BT  
Been with BT for far too many years and we have to keep calling about the same issues :( they can't even get our name and address correct. Diabolical Customer Services and never a person whose first language is british. Want stress free... don't go to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Balmedie BT  
Un reliable broadband service which can only be guaranteed if you pay the extra cost of having a 4g router as a back up when the broadband fails. Usually 3 or 4 calls to 151 to get an engineer to your home who leaves saying there is no fault at the premises and has to investigate at exchange. Not happy with a service that costs a considerable amount more than competitors. I thought by using BT I would get a premium service as they owned the copper and fibre cabling as well as local exchange premises and hardware. Not recommended by me, as an experienced BT customer.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
St Clears BT  
Bt just don't want to listen to their customers. They make promises which they cannot, and do not, fulfill. Getting to talk to a manager is harder than getting blood from a stone. If they actually did what they say they are going to do that would be a change for the better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighouse BT  
Unfortunately I'm unable to judge the speed or reliability of the broadband as I've been waiting since February for it to be installed and it's still not done.

Whilst I appreciate that there were obviously issues during lockdown, I had 3 appointments cancelled pr lockdown and have now had a further 3 since things have reopened. If I have the misfortune of having to contact BT, I'm usually kept waiting for about an hour until someone finally answers. 9 out of 10 times the person that I'm speaking with is unable to solve my problem so tells me that someone will phone me back. Nobody ever phones back. Last week I finally grew tired of it all and told the person that I was speaking with to cancel the order, to which they replied that there was nothing to cancel as there was no order in place! You really couldn't make it up.

To anybody who reads this and the other countless negative reviews for BT yet is still considering going with them, please consider using another provider and hopefully save yourself countless hours/days/months of frustration.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Orpington BT  
Quite possibly the most incompetent and shambolic customer service I have ever experienced! 6 phone calls and 12 hours of being on hold and passed about and we have now moved into our new home a month and still no broadband. They are completely useless! Would go elsewhere except we are still on contract. Biggest mistake ever, wish I had stayed with sky and that is saying something.
  • Satisfaction
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Banbridge BT  
Poor signal strength, only good when in the same room as the hub. Even then the signal strength fluctuates. Rude and abrupt customer service staff calling to ask why I'm switching to another supplier. Won't be returning.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
York BT  
I may as well put my monthly bill money and burn it. BT are worthless is almost everything they do and offer. From day one it has been slow and broken without any response. Small print prevents me from taking action and with a completely unusable service I am stuck paying for something that’s terrible. You should be ashamed BT but I’m sure you already know this!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster BT  
Hopeless! I would be embarrassed to be part of an organisation that promises so much yet delivers so little. Unreliable Broadband signal and speed; promised 4 years ago we would definitely get Fibre - and still waiting; engineer comes and everything works for about 48 hours then starts to collapse again; there's always something that's not working as it should. With all the technology available, and given how much we all rely on it, Broadband / phone line should be as reliable as water and electricity .... but it never will be as long as BT have the monopoly. Can't wait for contract to end so we can move somewhere else (even then their antique copper wire will no doubt still trap us).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
Worthless. 1hr wait first time, 1.5hrs seconds time. Promised £50 credit. Never appeared bloody worthless. Got about 5 channels only, not even main channels.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrogate BT  
Really poor customer service. Considering that they are a communications company you would expect a certain level of competence, but they don't seem to be able to communicate with themselves, let alone with their customers. To save you a world of headaches, please steer well clear of this company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wooburn Green BT  
I have been with BT fibre for about 3 years now and to be fair, I don't get many issues.

But damn, when you do have an issue are they shockingly terrible at fixing it! I'll explain the problem I have;

2 weeks ago I woke up to not having an internet or phone connection. After a few phone calls (on my mobile) to BT they sent me an engineer the next day.
The next day arrives and the enginner turns up on time, all well so far. 3 hours later he figures out that my fibre cable had been disconnected from my port in the underground rack, broken in the process and put back into a different port. Basically a contractor stole my connection for someone else.
He then fixed my cable and plugged it in to a new port telling me that BT would need to disconnect my connection on one server and reconnect me on another as I'm now using a different port, which "should take 24 hours".

2 weeks and many...many phone calls later, they should have me disconnected from my old connection by friday the 10th.

So now I am looking at 3 weeks of no phone and internet for them to disconnect a connection and connect a new one. That is actually abysmal customer support and service on their part, for a problem that shouldn't have happened in the first place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cornwall BT  
Stay away!
Horrible experience with BT you get missinformed from day one and then they change your contract and ask you to pay more without telling you.
Also they refuse to let you open a complaint and most of the people you speak to over the phone are racist and rude!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK BT  
Took a new contract out with BT on 28 May for 2 years. On 12 June they cut my broadband off by mistake. Rang on 12 June and told it would be reinstated 14 June and they would send a mini hub to be going on with. As you may of guessed nothing happened on the 14 June nor at any other time until today when I was informed the order had been received by Open Reach was going through and I should be up and running on 29 June - don’t hold your breath. So the previous five phone calls I made to the connections team were a waste of time as I was told a pack of lies by each of the customer services people in Stoke. Absolute waste of time and effort trying to get any sense out of them. Couldn’t care less about their customers. Rating below zero.
Norfolk BT  
I've been with BT for 2 years and everything was Ok until I moved homes. Since then it's a constant and very frustrating 2-month struggle to get connected.
During these 2 months I've been connected through a mini-hub as a temporary solution and trying to get connected properly as the mini-hub connection is really poor.
During these 2 months I've been in contact with BT a countless amount of times, spoken to many of their staff members, spent every time an hour on hold while they were forwarding me to different departments and trying to figure out what's going on with my account.
The inconsistency of their work is really shocking. Each one of them says different things and names different problems but the job is still not done. During these 2 months I got a number of contradictory messages from a number of BT staff members: your broadband will be activated tomorrow just connect your router at midnight, your broadband is in place but the landline is not, we need to send our engineer, our engineers don't go to the households due to the lockdown, your engineer will arrive on Wednesday, our engineers don't go to the households, your engineer will arrive on Friday, your appointment is cancelled, your appointment is rescheduled, our engineers don't go to the household, your appointment is cancelled again, your engineer has arrived and sorted everything out, connect your router, the engineer hasn't been there nothing is sorted we will schedule another appointment, your appointment is cancelled, get in touch to schedule another one, your package is fine, you are not at any package, no, your package is fine...
Halfway through they forgot to add some allowance to my mini-hub and I had to spend one day with no Internet whatsoever. And it was my working day so my work was paralyzed for the whole day.
After 2 months an engineer from Openreach arrived sorted out the broadband and the landline and the Internet was working for the whole day.
Next day the connection disappeared and another BT team member said that somehow my broadband hasn't been added to the package so I need to wait another 5 (!) days before it gets activated. I have no idea how after 2 months since my move the broadband hasn't been added to my package.
So far my experience with BT was incredibly frustrating and I wouldn't recommend it to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London BT  
The internet seems to work when it wants to work. Recently i was having too many sessions where internet just stops working, especially annoying when i wanna play games with boys and the internet just disappears.
Disappointing because there is literally nothing to do during the lockdown.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford BT  
I thought I was the only one until I read the reviews for BT. I am paying £39 PM for their Complete Wifi package. It is the most incomplete service I have ever experienced and they do not care about the customer.
I have had broadband issues every day since 20th May with speeds between 0.9mb and 40mb. Most times it is less than 10mb which kills my Sky Q mini boxes. A total of 5 engineers have been booked but only 1 actually turned up, the rest...who knows because BT certainly didn't know what happened.
I am thinking to cancel my payment and see them in court.
If you decide to go with BT, then you only have yourself to blame, I certainly regret it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rayleigh BT  
Switched from Now TV broadband to BT and supposed to have over 50mb. Can't even use the printer and constantly lags and is buffering. Signal strength says excellent but it isn't and all troubleshooting brings us back to the internet. Never had problems with SKY or now TV. We got BT because it's cheap and it's shockingly bad always have problems. Do not sign up with BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Wiltshire 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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