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

Based on 16175 customer ratings since 2018-06-19 (Show all time ratings)

Visit BT   Read our BT buyers guide

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.

2822 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
promised fibre broadband was available in our new home however BT engineers say we are too far away from the distribution box. called BT and they said we were still eligible for fibre broadband. very poor customer service
Currently have ADSL speeds of 1.6
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sandhoe Hexham BT  
Awful, awful, AWFUL network, they set you up with a contract and little by little make your internet speed worse and worse, they promise good speedy internet (which just isn’t what they provide) and then they expect you to pay £400 to get out of the contract, it’s a cheap scam and no one should deal with internet like this, disgrace and embarrassing company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Meltham BT  
I have been a business customer for several years with BT and had the worst experience ever. For a few months I had one constant issue with BT business broadband in connecting to my card machine which is a lifeline to my business,a lot of customers do not carry cash,so after they dined and wanted to pay, they had to walk quite far to use an atm and a few times customers did not return to pay. I phoned BT faults department and they would take me through a few procedures to reset the connection and after a few attempts the fault re-emerged ‘Connection failed ‘. I contacted World Pay card machine provider and over the few months they changed the card machine twice in an attempt to see if it’s their machines are faulty. This was not the case and World Pay kept asking me to contact my internet provider (BT) I had enough of this constant issue that I decided to change internet provider and giving BT a months notice to terminate my contract. I was furious when I received my final bill payment and BT charging me an extra month for leaving, when I contacted BT about this they said there’s nothing they can do as they don’t have any record of any previous complaints. After wasting so much of time and effort to try to resolve the issue and to remain with BT this is what I get offered a £30 reduction, it’s an insult to all I have been through . I have never experienced such a bad level of service and this is a warning to all and specially businesses to keep their distance from BT.
I find it an irony that when one calls BT one is constantly reminded that the phone calls could be recorded for customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Terrible experience.

We received our router and set it up but the service didnt start on the date promised. Many calls later we were told that they forgot to add our address to the system.

They cancelled our order and said that they would add it to our account again and start the service the next day.

This didn't happen. Weeks and many phone calls later they still haven't sorted out our internet. On top of this they're threatening to charge us for the BT Hub that they sent us! It's not my fault they haven't set up the service on their system yet. Appalling.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
BT has been amazingin both advertised and achieved speeds (currently getting 82/18 on Infinity unlimited), as well as reliability. I have literally forgotten when the last time my internet connection was down due to a fault.
HOWEVER; a huge caveat is that I'm using my own router. I consider the router that BT offers to be extremely subpar in router specific functions. I'm not talking about wireless signal or USB ports, I'm talking about routing; WAN, NAT, DMZ, internal bandwidth, portforwarding and the stuff that routers need to do! In all of these, the BT routers are not suitable.
Same goes for their support. It is one of the least helpful and cooperative I've encountered, so it is a great pleasure to me that the reliability of the line is so great as I've only ever needed to call them once in 7 years, and that was NOT to discuss connectivity, but router problems.
Provided you have your own good router, BT is a dream.
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hayes BT  
Terrible: First month the internet speed was good. After, little by little in a few weeks from 52 MBs was going down to 2 MBs
Was impossible to use internet. But They advice me upgrade package for a better speed!!!
Also the bill was increased little by little and end up paying 5.65 pounds more. See your bills regularly, you may have a surprise !
I have give up BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cf44 8ll BT  
During 18 month contract broadband speed disappeared almost every month for a whole weekend. Even contract said that speed should be 52 MBps, I never get more than 32 Mbps with a Green Box located 25 meters from the house. During contract time monthly Direct Debit fluctuated several time by increasing from 34 to 35, then back to 34, then it increases to 38. If it is fixed monthly Direct Debit. It should be fixid. But not with BT. When contract ends they switched you automatically to the highest price service, without properly informing you and offering something instead of your ending contract. They making changes to your Monthly direct debit without properly informing you about that.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Bournemouth BT  
I pay for a 30mbs service and never receive more than 10mbs.

It is impossible to speak to anyone at BT

Could anyone recommend a better service?
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
COBHAM BT  
BT Broadband customer for over 10 years, poor service, speed maximum DL 2.2 Mb/s. Complained many times over last 10 years same results. BT says I live too far for exchange, I live less than 6 miles from a major city centre & less than 1 mile from 20 Mb/s plus locations. This in 2019!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Derbyshire BT  
Just switched from BT to Talk talk today and what a relief. I was initially promised a monthly bill of £27.99 a month for 18 months....and...since that "promise" my bill has steadily increased to £42.99 over that period for simply Internet (no TV package and I don't use a landlines phone). It's simply annoying as they cannot keep their word. When I phoned up today I was hard balled for about 15 minutes by a sales rep claiming they were much better than TakTalk and as a "valued" customer they would revert my bill back to £27.99 a month for, yes you guessed it.....the next 18 months. I actually laughed at her down the phone and said "you promised me that last time and TakTalk are offering me the same speeds etc for £25 a month". I was simply met with "you will receive an inferior service". Wow, desperate, unprofessional and simply rude. I will never return to BT as they are a dinosaur company, over charging loyal customers and using hard ball selling techniques best suited to time share agents of the 80s.....au revoiur BT. Xxx
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Whitby BT  
Many speed dips down to a few MB/s download. Use the BT app to check and miraculously they find it's fast.
Switching to another supplier, BT told me "they will be just as bad as we supply the infrastructure".
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
East Kent BT  
Have been with BT for many years but will probably go else ware when my contract is up. There customer service is terrible and know one cares
When you take out you contract.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Northumberland BT  
Absolutely terrible, salesman misled me to believe I was getting something else for my deal, didn’t even process the order correctly which meant it had to be deleted and no one from BT told me. When I complained I was advised that for each problem I have to speak to each team and complain - connections, sales and billing. Absolute waste of time; they do not care about their customers just your money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon BT  
I couldn't get different registration numbers for my multiple complaints about speeds of 2mb download, which is a contract breach.
They cannot provide better service where i live, in weston super mare town centre, 300 meters away from the exchange. It's not like I have the cheapest service because i wanted to, but even that fails to stay within the contract guaranteed limits.
I will go to citizens advice and ask if there is a way to cancel the contract without having to pay a fee.
If anyone knows of what legal actions could be taken against them please share it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weston super mare BT  
In Weston super mare, near town centre, 300 meters from exchange and they could only provide 17mb download and 0.70 upload.
I have to connect to 4g if i want to attach a picture to an email.
I might as well send a pigeon with it, just stick to 4g or get broadband from any other company...even if they use BT infrastructure they can provide better speeds.
Just unbelievable how they can be called ISP, i'm waiting for the day I can cancel without a fee more then I am waiting for my bank loan to end.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weston super mare BT  
It's been 4 weeks and still nothing. Business has been running 3 weeks without no service. Each adviser says different things each time. ABSOLUTELY DISGUSTING. 
NEVER AGAIN.
MY BUSINESS HAS GONE THROUGH SO MUCH LOSS BECAUSE OF ITS LIES
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
BT is worth company in UK.I am not recommend anyone, this BT company is bully and robbery from customers. I did contract for my business with them,I was make 1 contract with BT ( broadband and phone)together, when I made contract from the beginning, they didn't explain me for closing and cancel charge, now I was closing down my business, then i called them and explained them, that time they said me, you have to pay for cancellation fees for £183.15, i was accepted for this fees. I paid them £183.15 already on March 2019. Now they send me another Bill £475.64, So i called them, for what you send me another Bill, So they said this is Broadband cancel Bill. Can you believe this?? Now they said separate cancellation payment. who can pay for that amount £ 658.79???
Before i paid £183.15 , I called and asked them for this is last payment final Bill or not?, they said this is final Bill for Cancellation.
But, now they said this is another bill with different reason.
when i find solicitor, i will Sue bt company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london BT  
Speed's actually not bad.... but the service and the company is absolutely atrocious. Operators have lied to me, they fail to call you back, they fail to follow through with problems. BT have just employed a new chief exec and he doesn't even come from either a consumer or telecoms background. This company is BROKEN. One of their executive level complaints team admitted that they all knew the customer service was terrible and claimed that was the reason they bought EE... so that they could show them how to do customer service. How these people have a licence to operate I'll never know.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Suffolk BT  
Disgraceful service. After it took 4 months to get set up my suoerfast fibre broadband runs at 39mps when it works. It's now been off for a week. Rang BT and the first two people I spoke to denied I had an account with them with one even asking me to double check that the hub said BT. Wow.
The 3rd person said it was a fault inside so an engineer had to come out. This was the 5th time an engineer visited as as always they come 5 minutes before the end of their slot. He was their 5 minutes and said no it's an outside problem. So now I have to have another appointment with open reach.
If you complain they don't ri g you back, nobody knows what they're talking about and they generally couldn't care less. Terrible customer service and even worse internet which is saying something
England BT  
Constant low speed or no internet at best 0.13 mb download and 0.03 mb up load.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bude BT  
horrible service. They talked into 18month contract with package I don't need. and paying nearly 60 pounds for it. and they talk you into expensive contract although I informed them I wanted to reduce my monthly bills. After 18month, never again, with BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Bury St Edmunds BT  
I do not recommend BT they promised me a £39.99 however we have just been charged £121.75 so if want a guaranteed price every month don’t get a contract with BT. We have also been charged for a engineer to come out even though they said we wouldn’t have to because it wasn’t our fault the WiFi was broken it was the council so if you want a trustworthy broadband and a bill the same price every month don’t go with BT. There is not good customer service they never communicate to each other even though they work together. I’ve said this loads but it needs to be known that BT IS NOT A GOOD BROADBAND SERVICE go with someone else.
BT  
I agreed a broadband deal on line. They cancelled my phone and broadband with sky on my behalf. They sent me several emails stating a date when my router would arrive and the date when my broadband be started. The day came I set it all up and I had no phone or broadband. I waited up till midnight when they said it may take till. Still no broadband. The next day I went to work when I came home still no phone line or broadband. I phoned and after waiting for 15 minutes for them to answer the phone was told that there wasn’t a portal for them to connect us to so the order had been cancelled yet no one had contacted me. I was told that I would have to wait 24 hours then ring back again to re order. So I did just that to be told on this occasion that I could only have the copper connection and had to go on a waiting list for the fibre connection and there was no time frame. I had to wait for someone to cancel theirs and then take my place in the queue. Also that I could not have my google home as agreed on my previous deal as it wasn’t on this copper one. Maybe when I finally got onto the fibre they would see what they could do. I can’t believe that a big company like BT couldn’t still give me the gift as some sort of compensation for all the inconvenience That was caused by them. I am absolutely disgusted by them. Do not go with them their deals are a scam as they don’t know until the date of connection if there’s an available portal. All to late as your previous supplier will have been cancelled.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caister-on-Sea BT  
What disgusting company they transfer you to operators 5 time before anyone can help when you constantly repeating yourself I had problems with my broadband for over a year every month was calling bt to fix it am paying for a service they can provide and they make up lies saying there's no information about the faults would waste my time and money I have cancel my broadband I will not be paying them anything there a SCAM please customers read the over review on here and trust them don't sign up to bt they will dragy for stress and you will be fighting with them every month to get your boredband right.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
birmingham BT  
I've recently been experiencing a lot of problems with my so called BT "Super Fast Fibre Optic Broadband" speed (lots of buffering), internet channels unavailable and with the Broadband dropping intermittently. We frequently can't find the Broadband to connect to even on devices which have been logged in constantly. When the phone rings or a landline call made, it disconnects the Broadband and has done so from the outset, the engineers have not provided a solution. As BT have a new Smart Hub 2 with Wifi Disc to sell, I have a suspicion they're messing around with our broadband to force us to "upgrade" to their new product, for which there would have been no need as apart from the Broadband dropping out when the phone rings, was fine, coverage in every room was not a problem until very recently. I smell a big BT rat.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
London BT  
Horrible service - on the phone they claimed I would not need to pay for an old contract if I get a new more expensive one. I specifically asked if upgrading meant paying for the old and the new contract and the rep said they would leave a note on my account for this conversation. Of course they sent a £200 bill for the old contract, on top of paying for their Superfast Fibre 2. When I called they said no note could be found on my account and I should wait for the charge to come through and speak with my bank about reversing the direct debit. After the direct debit came through the advice was I should have done something about it before it, and nothing could be done now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
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  

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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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