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
    2.9 stars
  • Customer Service
    2.9 stars
  • Speed
    2.7 stars
  • Reliability
    2.8 stars

Based on 17501 customer ratings since 2018-04-19 (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.

2796 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
Moved from SKY after 12 years, to BT, and said £29.99 month and free £70 loyalty card after 30 days. BT Delayed the Broadband 30 days as error at BT end so we had no Broadband for 30 days now 120 days later no Loyalty card and they say its not being sent now.Do not use BT,they promise things to get you on board, and after you sign 18 month contract, they do not pay the rewards.Going back to SKY at contract end
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry BT  
B T are liers they tell you one price which was 34 a month broadband it was always 67 a month customer service is crap they rob off you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nuneaton BT  
I am currently using the BT smart hub 2, and the reliability of the hub is absolutely amazing, the costumer service is even better,Pages load up in a flash as-well as downloading Files .
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wimbourne BT  
Don't know where to begin. Changed from TalkTalk to BT on the hope of internet in every room. Five weeks later, I have no internet. BT gave me a start date, sent the equipment, ended my previous supplier, and then left me stranded. We run a home business, requiring internet. This hasn't seemed to bother the countless BT staff we've contacted. They're all 'sorry', and promise to resolve the issue, etc, but nothing gets done. It's a broken business. I've contacted my MP, because this appalling service should not be allowed to take place.
I'm speechless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Retford BT  
Useless.
i got lied to when i set up my contract... the operator told me verbally 12 months they sent paperwork for 18th months( i didn't check my Fault) .... convenient they didn't record the call.
constant drops in service with no explanation.
changed my direct debit date from the 10th so i got 2 months worth of bank charges and damage to my credit file.
called 4 times to set up paperless so i wasn't charged took them 6 months to get it done correct.
there India complaints dept calls and there accent is that thick you cant understand AVOID BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry BT  
Internet kepts cutting around 30-40 times in a day, as a gamer you can’t rely on it to play a single game without worrying about it being cut mid-session. Tried calling them about it and they said they cut it and also slowed my internet down because of “excessive usage” (downloading files, in my case it was a single ps4 game mandatory UPDATE from the legal market where every player has to update their game) on a contract that says “unlimited internet”. All i have done is watch YouTube video and amazon prime.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kingston upon thames BT  
Why is my broadband speed 0.9 mbps!!! what a rip-off, no wonder the Netflix drops out after 10 minutes!! and has done for over a year!! you should be ashamed of yourselves, forcing people to upgrade, to watch a programme.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT403TR BT  
worst providers I have come across EVER !!!! we have the same trouble every month and every time we think it's sorted that crop back up. The internet is shocking and we end up having to use 4g on mobiles most of the month. The bill is an absolute nightmare ! we phone to pay every month and ask them to change the date of the direct debit, they have always said it's done and we have the same problem the month after and then we have to pay late charges. this month is the first time we have been told that the direct debit can not be changed and they have no recorded of us being told we can change it. staff can be rude and the last conversation I had I told the lady I was thinking of leaving and she hung up on me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shirley BT  
The service from bt is terrible I have boasters in every room in the house. I am sat less than a metre from a boaster and every few seconds it disconnects. This has to be the worst internet provider. Funnily enough this has only just been happening since they put the offer of paying so much a month to guarantee connection in every room. This looks like a money making scam to me
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kingshurst BT  
Don't know why I bothered to change my contract to them after the horrendous situation with the Internet. The Internet installation got delayed by 3 weeks, 2 missed appointments and a general lack of knowledge throughout the call centre. Decided to get a BT sim only through temptation of free BT Sports and a cheaper plan. You have to call to activate BT Sport, why someone can't do it via chat I have no idea so, a 15 minute hold later, asked for DPA, gave my details, asked to hold for a minute while my account gets pulled up and the phone gets put down, no call back. Get back on to chat to be told the adviser will call me and connect me with that team to receive a call and be told they've closed. Absolutely outstanding customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
Absolutely atrocious - sent hub to the wrong place 5 times, cancelled engineer visits automatically, different teams had a diffferent view of the same problem, 4 people on the same day confirmed an engineering visit until the 5th saw the service provider (open reach engineer) had rejected the fault problem and the engineer never showed.

POS (and that doesn’t stand for point of sale).

Terrible, the worst.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Completely unacceptable company.
They said they will send engineers and they said that 10 times and never came!

They made no effort to fix the service and they do not care about their customers at all.

Do not choose BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Amazing reliability, even better customer service then Sky,Virgin and Talk Talk. Totally recommend BT especially Their new BT smart hub 2!!!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Watkinson BT  
BT have been useless from start to finish. Firstly, their records were incorrect so we waited 2 weeks for fibre to be activated, only to be told its not available (it is, I can see the exchange from my house!). After a 2 week investigation they realised it was available, and said I could upgrade over the phone and receive their offers of £120 gift card, and an amazon echo - not too bad I thought.

After waiting two weeks, was told that I need to wait a couple more days until I'm outside the cooling off period. Lo and behold, then I'm told i'm not eligible because I didn't upgrade through their website (which was impossible, because their records were wrong). Despite confirming with 4 different members of staff (and counting) at BT that I would receive this, the rewards team still tell me I'm not eligible.

The customer service at BT is shocking - the teams cannot speak to each other, and the live chat function is 95% automated, and 5% requires a translator so equally useless.

Don't bother with them! Talktalk, Vodafone, and Virgin offer the same for much less - lesson learned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Herefordshire BT  
Had Fibre Broadband since 2011. BT Infinity was my first taste of superfast broadband back then. In the last 8 years have tried Sky, TalkTalk and PlusNet but back with BT since 2017 and will stick with them as had numerous troubles with all the others. For me BT has proved very reliable with 99.999% up time and great speeds. The one time my router failed they replaced within 48hrs, and when the line from my house to telephone pole had an issue they had OpenReach out to fix within 12hrs, on a bank holiday weekend! My internet connection is essential to my life, BT not the cheapest but so far have easily proved the most reliable. Came on here as my BT contract was up and wanted to check out ratings for some alternative providers who were offering some amazing deals. However weighing everything up I think I'll pay the extra and stick with BT as (in my area at least) they're delivering a pretty solid service. NB - I have SuperFast Fibre 1 and get 67MB/Down and 18MB/Up which is well above the advertised speeds so very happy with that and more than enough for my needs, even with 5 smart TV's in the house!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
The worst company I have ever used to provide me with any service, EVER.
Avoid BT. Wish I stayed with Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bridgend BT  
Wishing is read some reviews before changing my broadband provider. My change was supposed to happen yesterday. I had an email the day before from BT saying this could take upto 11.50pm and they would contact me once the service was available. Still not working when I went to bed last night. This morning my old talk talk broadband is no longer working quite rightly, no message from BT, still no BT internet my computer gave me a number to call BT which I did, told the phone system what the problem was and my phone number..... waited......'we're sorry or offices are now closed" so thru didn't think to have that message at the start of the call then
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicestershire BT  
unreliable broadband that keeps disconnecting and getting hold of someone to talk is next to impossible
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Wimbledon BT  
I pay just over £50 a month and the broadband keeps dropping avery 10 minutes. The worst experience ever is wich BT. Please do yourself a favour and don’t choose BT. Complete nightmare
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Do not go near this company unless you want frustration after frustration. spent 1 hour 30mins on phone last week making an appointment. Guess what they never turned up or sent the router out.
Now i'm another hour into chat trying to make another appointment.

Do not use this company. I have never in my whole life experienced such incompetence. Do not go there. Do not consider giving them any of your money.
Keighley BT  
I live in a two bedroom flat in central London and BT's internet service was so poor that I could not use services like Netflix, Amazon Prime or Youtube. The wifi signal was too weak and even using basic internet services, like online banking, was unbelievably slow.

In my experience, BT's internet/wifi service is useless. I spent 3 months talking to BT customer service representatives trying to resolve the issue. Nothing BT suggested improved the situation so after 3 months, I joined another internet provider. BT then informed me that I would be charged £225 for breaking their contract early. In my opinion, BT should have refunded me for the months I paid them but didn't receive a useable service.

BT: Terrible internet service. Outrageous customer service. Avoid BT. There are better service providers out there. I will never use BT again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Advertised as minimum 65Mbps download speed. Lucky if I get 55; mostly 40-50 in the evenings when most people including myself wish to use it. Not good enough really. 20% incidence of signal lost during viewing films etc. Very inconvenient. I have tried everything I know (BT speed booster, router next to computer and TV; no additional user in house)make no difference. BT Customer services claim that there is no broadband fault and that my speed is maximal. Not so. Will be looking elsewhere!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Frimley BT  
Charged me after I left then sold debt to debt collection agency.

They eventually offered a refund but cannot give it to me as the debt is now with the DCA.

IDIOTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey BT  
Moved back to BT in December 2018, as they had just installed a new five cabinet at the end of my road.
Bought the ‘super fast fibre BB’ package on the assumption I’d be fed from the new cabinet!!
Oh no...... they’ve left me on an old cabinet routing that in 4.1km of twisted copper pair, so I fluctuate between 1.6 and 3.7mb.
They won’t re-route me as it is an engineering expense to them, and I fall into he ‘superfast fibre’ category between 2-5mb.....crap!
Not happy does not cover my experience!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Spencer Place Farm, Sandy Lane, Waltham Chase BT  
Just been on the phone 50 minutes to make an appointment for a follow up appointment due to broadband not working. Ridiculous still not any nearer. Now 15 minutes into BT online chat - it's a joke. Stay clear of BT - do not use them unless you want to be put on hold where you can hear all the staff laughing in background and nothing getting done
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley BT  
Ripping off the country. Am I the only person that can see this?.. In 1996 CableTel dug up 90% of the streets in the UK to install fibre optic cables. CableTel was soon to become NTL in 1998. 2002 I moved into my new property. NTL we're offering fibre optic broadband where you had to have a BT line to subscribe. I took up the offer which was giving 16mps download speeds runnining 2 PC's which is faster than I have on BT's ADSL standard in my recent new property. BT phoned me to upgrade but declined. After declining, my broadband sped has dropped. We could use 2 gaming consoles, a laptop and phones the same time no problem. I rang them up to complain about this and told me that I'm on the old copper cable.. I pissed myself laughing asking "What copper cable?" Virgin and Telewest took over NTL contracts, you can't get Virgin without a BT line, so BT have owned the cables since NTL went bankrupt. I told him on the phone that if he could prove to me that they can supply the whole country with broadband through a copper line at speeds of 10 to 18mbs then I will take up the offer, as I know that broadband has always been FibreOptic, otherwise we'd be on dial up. It's a massive con and we are letting them get away with it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Neath BT  
Unexpected, amazing service.
I spoke with Michael, form the case management in Liverpool (that wat it says on the text send to me within an hour of my conversation which was at 8.20 pm!), who was amazing and went above and beyond of my expectations. Usually, I am not happy with BT, but on this occasion, Michael sorted out everting within an hour (I was expecting to wait about two weeks and to make a few more calls, as usual).
If BT had more agents like Michael, I would definitely consider moving my mobile service and my cable TV to them.

Thank you Michael,
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Banbury BT  
Our WiFi hasn’t been working for 3 weeks because they wired it wrong and they keep saying they’ll send someone to fix it and just keep delaying over and over. Absolute joke really
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England BT  
The cost of the service is too much. You don’t get any offers. If you are struggling for your contract payment and need to downgrade, this isn’t possible. I am cancelling as soon as my contract runs out. If I could do now I would. So Do think twice before choosing them.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Swindon BT  
Honest review - broadband is really good (5/5), customer service is ok - bur pretty slow sometimes on online chats (4/5). BT rewards - good idea to introduce these but 2 months passed and still waiting for my card to be sent - have contacted them several times already, lets see if I will ever receive it (2/5). Also i didn’t really like that I have been charged for 2 weeks from ordering to installation (1/5) - either installation time should be reduced or they should charge for the broadband from the day that it is actually installed. Overall, pretty impressed with broadband but they should manage other things better.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
Never had a problem with my package. Fast connection, reasonable price and they have given me amazing customer service every single time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Lanarkshire. BT  
Terrible. 3 weeks into contract we haven't been connected to the internet yet. They promised an engineer will come 3 times but no one came. Customer service lies as what happened today.

Avoid BT. Worse service ever.
Lost a lot of time and days waiting for an engineer which never came. Failed promises over and over again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Eastbourne BT  
Very unreliable company.
Very incompetent customer service and LIARS!

After numerous phone calls and their failed promises 3 weeks later they have not fixed our broadband yet. They will twist things and make it your fault.

Not worth it. Avoid BT.

From very unsatisfied customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastbourne BT  
Having spent a great deal of time "chatting" to BT persons on a few occasions, I am still not receiving the super fast 2 broadband speed which I am paying for. I am not sure which way to turn now as when I moved house 10 years ago, I was torn between BT and another company I was with to getting a working landline and broadband in the new home...it cost me time, more money and considerable stress. "Chatting" doesn't seem to resolve matters......
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
Moray BT  
Rubbish company, service and customer "care". Will be cancelling ASAP. Useless... Had nothing else but trouble with our broadband since day 1. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
No issues, just expensive
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Biggleswade BT  
Would have given 0 stars.
Had an order placed by them and they put me on infinity 2 despite only being able to get a maximum speed of 21mbps at an extortionate price which subsequently put me in a new contract. On a good day the best speed achieved is 11mbps and that was at silly o'clock in the morning. Constant buffering, umpteen faults on the line resulting in being unable to make calls or go online. Having extra services added that were not wanted or requested and then having a battle to get them removed. Passed from pilla to post with no one taking responsibility or ownership. Will no doubt need to take the issues to ADR and ombudsman.
The TV package isn't worth the cost, now tv and Netflix combined are better value for money.
My advice is to get service from a more reliable company that has great customer service
Lancaster BT  
Absolutely shocking, been on the phone for nearly an hour and still no answer! WiFi can be slow, had a big problem with the mobile phone and now have issues with the landline!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Scotland BT  
Dreadful from start to finish, countless problems trying to setup in multiple houses
The Call centres they provide are next to useless, their english language skills are awful and their technical skills and knowledge even worse. Had BT broadband in 4 different properties and its been intermittent and dropped out all the time and never been the speed quoted. Overprived and you can find much better deals out there now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Derbyshire BT  
Absolutely **** internet and rip off price. Waited until end of contact just paid 48 pounds plus some made up early exit fee 5.13 even though the contract ended in Feb 2019 and they cut me offline after 4 days. So why the hell I just paid 48£ for 4 days????. First and last time I'm with those *****
London 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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