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 9275 customer ratings since 2020-05-15 (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.

3,098 Customer Reviews over 310 pages

  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were due to have services installed at the property, with the only appointment window options being 8-1 or 1-6pm. Incredibly inconvenient with school dropoff/pickup, but can't be helped so we made many arrangements to accommodate. They bombarded me with emails and texts telling me to make sure I was in. And on the morning giving the name of the engineer and his mobile number. But nothing happened. No-one turned up, no-one answered my texts or calls. And then when I spent almost an hour on the phone I was told "it might have been a resources or time issue", and once the engineer submitted his notes that evening they would come back to me to arrange a new appointment. They did not. I then spent over an hour on the phone, through a range of departments and 4 different people, with one gem being "we don't want to keep passing you around on hold, that would be a bit of a wind-up"... and then proceeding to put me onto some different kind of caller queue that I never came off. Utterly unbelievable - the most atrocious organisation of services I have ever experienced, with what apparently was an approach of palming me off on hold/new caller queues as they couldn't/wouldn't deal with the problem themselves (call-time targets to hit??). I am completely understanding of operators trying to do their best job. But clearly the policies and systems in place with BT customer service are dysfunctional.
  • Reviewer
    Location
    Bathgate
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Speeds were no problem but signal to my sky meant i could not watch Disney and there advive was to drill through my wall into the cupboard where there box was and put up a shelf in my living room so there box could be closer.. eh no.. even though there box is only 5 foot away from the sky box behind a plasterboard wall. Also signal to phones would drop out too, then they said too many devices must be the issue.. 1 sky box 2 phones and 1 tablet, so i changed to sky internet and all these problems are now solved and have never returned.
  • Reviewer
    Location
    London W2
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I had BT for many years. It used to be the best service, in the past 5 years it declined a lot, only the price didn't. The fiber managed to be worse than normal! The instability for a central London area was insane. I was also charged for something I did not own and when i tried to dispute they reported and made it default after only a couple of months in my credit report. They blackmailed me to pay even more extra fees to have my default removed and when I paid they refused to remove. BT quality is awful nowadays, overpriced and they act in bad faith so stay clear, these days there are many other amazing companies offering the same service. I'm now very happy with NowTV for Broadband owned by sky despite of not even need a TV package.
  • Reviewer
    Location
    Wirral
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke of a company waited in for fibre installation lost a days pay! They work with open reach when they turned up didn’t provide the lads with the correct cable fit the job and seems to be a shortage of this cable... I’m cancelling my contract and claiming for lost earnings. BT get shut of open reach and sort your equipment out
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish. Guarantee good wifi or 100 pound cash back. Has taken over 2hr 25mins to download only 18% of a drama i am trying to download.
  • Reviewer
    Location
    Paisley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately I get my phone, tv and broadband with BT , after couple of weeks no tv, failed call-backs, when I bought the package for £24.99 for 18 months, 3 months later it has risen, constant crashing, going offline, I was offered 'fast broadband' 3-10mbps its what I got offered and told by BT I cant watch TV or call anyone, same with tv I cant go online I only joined end of Jan 2021, its been painful bad experience. I also for my website upload videos to YouTube for my site, it used to take 20mins average on old supplier, BT it's up to 24 hours which means I have to sit with no tv or phone. I recently learned there was a faster broadband connection when I was told there wasn't I recently took the upgrade and today (2nd May) BT have now cancelled that upgrade "due to technical issues", now I'm back to square one same response 2we're offering what you bought" . Unfortunately I have another 2 years of pain with BT before I can finally leave them, DO NOT GO TO BT*******

    p.s/ Broadband speed and reliability I would give zero stars rather than 1 star I gave above
  • Reviewer
    Location
    Stroud
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Only been with BT for one month and it's been the worst experience having to deal with their incompetence.

    We had to settle for ADSL initially as fibre wasn't available even though the cabinet supported it due to limited capacity. We had to wait nearly 3 weeks for an OpenReach engineer because BT claimed that there wasn't a line going into the property even though the previous occupants had Fibre 2 with BT. Unsurprisingly, the engineer informed us that there was already a line going into the property.

    In the interim, we were mis-sold their Halo Hub which should have got us online until the broadband was activated however the connection was unreliable due to EE's coverage in our area and consistently dropped out. We asked to cancel it but were told that we'd have to cancel the whole order and risk another 3 week wait for the OpenReach engineer. They advised to wait until the order had completed before cancelling. When we finally got online, we were told that we couldn't cancel the Halo as we were past our cool-off period even though we'd specifically asked for them to make a note when we originally requested the cancellation.

    Fibre 2 is now available to us however they claim that we can only upgrade to Fibre 1, or Fibre 2 with Halo for an inflated cost because we're currently in contract even though Fibre 2 is available to new customers for a reduced cost.

    We raised a complaint and were told that we'd get a call-back on 2 occasions but were never contacted. BT claims that complaints are handled by a 3rd party who are not employed by BT so they have no control of when they get in touch.

    We're still no closer to receiving the service we require from BT, nor do we have any confidence that we'll ever receive it.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I joined BT in March and to say i'm unimpressed is an understatement! we're the 27th April and they've managed to bill me nearly £100 in that time, they've INCREASED my monthly plan (something to do with government increase)I live in a 2 bedroom flat and the WIFI only works in the front bedroom!!!!! I was with Talk Talk for 8 years and never had these issues with pricing or otherwise. my advice? stay well clear of BT Broadband.
  • Reviewer
    Location
    Ig6 3uf
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bad choice bt business broadband I use 1 years they promised to me £60 after starting £100 or £150 I cancel my contract with bt now 1 years cancel contract now I received letter £2400 please don't use this rubbish company you waste your money only I don't recommended!!!
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Dreadful service and installation. Avoid at all costs. Agreed a date for installation and the engineer visited and then left without doing anything. Called the engineers mobile and he did not answer. Existing broadband was turned off. Called BT to find out what was happening. 40 minute wait on telephone to speak to someone who said they would call back with an answer. They did not call back. Another 40 minute wait to speak to someone. They said that it would be another two weeks before an engineer could visit. Only resolution to get broadband connection was they would post a dongle. Will believe it when I see it. Don't use BT it is dreadful

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.