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 21112 customer ratings since 2017-12-12 (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.

2706 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
Never even got to use the service. They took 5 days to tell me they could in fact not provide the service, and in the interim had taken money out of my account. I've been told I'll be refunded that amount twice and still no refund after a month. Staff are obnoxious and extremely unhelpful. Overall shocking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
BT has the worst service I ever had in my life! As a freelance IT consultant I live by internet. 7 calls with no information provided, misleading messages on the site and sms (not even talking about direct chat) and a lot of frustration. They were not even able to give me a date when service will be provided! Disgusted by the service! Monkeys would do a better job!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Constantly broke down and ran at speeds far below what we paid for. Customer service is awkward and clunky. At one point we had an engineer in to fix the box which he said there'd be no charge for. Then, three full months later, he apparently has decided there is a charge, resulting in our final bill being inexplicably almost to £200 instead of the £60 it should have been.

Avoid if you're a student or, for any other reason, have a fragile bank account. The amount of times we've been hit by seemingly random and unexpected charges under these guys is frankly an absolute joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
BT  
never purchase bt because you never get the speeds you pay for. I pay for 70 down which is the best package. If im lucky I will only get 5 down which is shocking
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
BT  
Most expensive internet provider in the country with 42.99 for brodband and line rental and stupidly expensive call charges.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
I have been a BT customer for only a couple of months and I have had the worst customer experience of my life. After signing up for their deal with a usage cap, I was unable to log in to my BT email account because of an error message, which meant I did not receive any emails about my usage. So my bill was £100 for 1 month. After wasting hours of my time on the phone trying to fix my email over 3-4 weeks they have still not fixed the error message. In the meantime I upgraded to infinity and the representative even said to me that it was the end of his shift as an excuse as to why his system was failing to accept my email address format when upgrading! In the end he was laughing at the system because he knew how dumb it is! The residential team even referred me onto the business team to fix the email issue, to which the business team joked back at me saying how dumb the residential team are at referring them on to the wrong team. In the end I have received a total of approximately 10-15 calls from BT some of which took an hour and my BT email is still not working. What a total waste of time!

The broadband speed is ok but everything else awful, avoid BT they will leave you feeling angry and annoyed and helpless.
  • Speed
    3 stars
BT  
Awful customer service from the call centre!! So rude was hung up on after asking very nicely to speak to someone who spoke English as they're call centre is based in India and couldn't understand. Such slow speed! And now they are telling me to get a booster and pay out another £30 after going over phone contracts numerous amounts of times as the wifi won't even reach 3m away. Would defiantly not recommend them!
BT  
I consider myself a patient person, there have been many an occasion when I have had to be on hold on a phone call or not received the level of service required, but I always think to myself 'maybe the person on the other end of the line is having a bad day!' And so I just put it behind me and move on ... In BT Sports case, they are a pathetic and useless bunch!

Having tried to resolve a simple issue, BT Sports not working after paying for subscription, you would think after three horrendous, longwinded and incompetent phone calls, I still do not have BT Sport... And the incompetence far reaching, I am staggered to understand how there could possibly be so many layers of outrageous incompetence. That in itself, I have to admit is impressive. I mean credit to them that they can behave this way and still have a viable business.

In my last call (note not final, but last) the customer service assistant - 'customer service' being a figurative speech - they suggested the fault lies not with BT sport but rather our own TV. This was until I pointed to her this was the same TV that played TV sport a mile down the road only 4 weeks ago ahead of moving into our new house. She appeared perplexed, like a deer in headlights, at the prospect at having to veer from her scripted speech of blaming long suffering customer... I mean could it possibly be...BT sports fault???
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
My WiFi with Bt use to be the best in my town until some baboon who worked for Bt tried to put my neighbours enternet in and broke our and only came back the next day to fix it.

I was quite annoyed with this because when they did fix it my WiFi is really slow and they do not want to come out and look at it or give us a solution.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Awful dreadful service. Never again. I've wasted a whole day waiting for a box that they decided to cancel. Not only that but I spent 53 minutes trying to ask what happened and I was out through to four different people all as clueless as the rest
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Random disconnects happen far too often, even if I'm metres away from the hub. It can't be relied on. It took too long to find someone in customer support that actually cared. I seriously don't recommend.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
BT  
i had been with BT for 4 months, and have had so much hassle and stress with Customer Service reps in all parts of the world. Engineers turning up to my properties under the influence of a Class B drug. also non stop on the phone with Managers not being able to resolve my issues and troubles with their services
1. Bt Broadband on and off - had 4 engineers out to assist couldn't fix the problem to then find out that they hadnt activated my line!!!! then they couldn't refund me the days weeks i had no internet~!!!!!
i could go on for ever about BT bad service but would just advise news customers to not go with them and look further. i payed £281.98 pence to cancel their services and was ask to send back there equipment which was shambolic considering i had to pay for installation and the delivery p&p fee!!!!!!!
  • Speed
    2 stars
BT  
I wish there was a zero star for rating because BT sucks slow internet connection sometimes it doesn't even connect. I am just waiting for the 12 months contracts. As soon as it's over I am gonna throw this Broadbrand in the bin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Absolutely terrible !! staff are so rude. Hung up on me when they took out over 100 pound of my bank without a reason!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Literally the worst company I have ever had to deal with. Their customer service team's only role is to delay you as much as possible until they fix the issue. They don't call you back, they pass you from one member to another so you have to keep repeating yourself. They make you repeat tests you have already done 5 times in the past day. The company can't keep a stable connection for more than 2 days at a time. DO NOT USE.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Slow, poor support. Never listen and their speed tester lies! I get 0.15mbps in the middle of exeter in a modern house
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
BT  
I'm incredibly disappointed. Especially that I feel I have no other way but to find every review site to express this. We have had a home hub 5, which they have advised was faulty so sent us a new one. In which we installed this evening and guess what not working. So at 7pm we called BT with the hope they could resolve it. So the current time is now 10.02pm. Still no resolution. They tried to advise us that there was a problem with our devises and not with BT. In which as you can imagine didn't not go down well. The next thing was we can offer you a chargeable service. Why would we pay extra when you can't get something correct for what we do pay for now! We have now been left for another day so in total no internet for 5 days. So work is now on the back burner due to poor BT service. I do hope they sort it out as we have adviser we will allow them the 24 hours they have requested. Please re-think if you think BT is the way forward.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
I would love say something nice about BT, but i'm using a Mobile Dongle to write this as they STILL haven't got my internet set up after failing to show up TWO WEEKS AGO. We had to book our appointment for today but as expected, they didn't come. I don't know why, they can't tell me why. They even tell me I have to wait 2 more days for a person to come down to do it now. Useless company, useless customer service. Do NOT buy from this company, or you will just end up regretting it.
BT  
Used to have speed of 1.4 mb year ago. Now lucky to get 0.7. Often 0.5 or below. Over a year and no sign of BT resolving speed or upgrading to fibre. will have pay out for satalite
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Called BT to enquire about installing broadband in our new build house, was pleasantly surprised at how helpful and knowledgable the 2 people I spoke to were, very polite and resolved my questions, couldn’t fault the customer service we received.
  • Customer Service
    5 stars
BT  
I would never recommend you to anybody. If I'm late with a payment you go crazy but it's ok for me to wait 5 days for an engineer.never would recommend you, infact I would go out of my way to tell anybody not to make my mistake. Worst service ever,slow internet. Joke. SERIOUSLY THE SPEED IS A JOKE. STAY AWAY FROM BT.
BT  
This is the worst company I have ever dealt with, don't bother SIMPLE.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
absolutely appalling broadband. go against their own terms and conditions. Stay away from BT. Horrendous and rude customer service. Will not let you out of contract when they guarantee at least 1mb and then your internet completely drops to 300kps ? Then when you ring they try to say it has to be to a wired device , when you tell them yes my laptop is connected to the box like you ask and yet they still try to give some stupid excuse. forget doing anything important even at 1am in the morning when noone else is on the internet and it is still a appalling. Wish i had stayed with sky wasnt the fastest broadband but was a lot more reliable and customer service is 5 star compared to bt.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Bt is a bunch of layers. After I order my broadband 4 months ago I'm still Mieczysław Ciomek for vouchers. Broadband never is up to speed which I paid for.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
DO NOT trust BT
DO NOT try to place your broadband order using their website (they will cancel it and force you to phone them)
DO NOT phone BT without recording your call
DO NOT finish your conversation without understanding every single word they say (foreigners, they will trick you)
DO NOT expect they sign you up for the contract you asked for
DO NOT think they won't lie to you in order to get more money
DO NOT believe they will cancel your contract easily
DO NOT hang up the phone without getting a confirmation email from BT of what you agreed
BT  
Terrible service once again from BT! We were just waiting for our contract to finish in January because the fibre optic is so bad but we are moving. So we have to tie into another contract for 12 months on cable. It's a joke! Can't wait to leave!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
BT are providing me with a terrible broadband service.Now down to 0.13 speed. Whenever I complain to them about the poor quality of service, they promise everything, and do nothing. I am still waiting for a refund from them for no telephone or broadband for two weeks in Jan.2011. They have promised to refund my money 3 times, but they just tell lies. I wish I had cable laid in my road so that I could get Virgin.
BT  
Honestly feels like a time machine. Reminds me of dial up internet but then again at least that was reliable. When you can’t even load a 2 minute video never mind a movie on Netflix. Honestly banging my head off the wall would be more helpful then the customer service, this is suppose to be the 21st century! The fact I can’t get higher than 10 mbps is a joke. Then again what do they care ! Not like they read the reviews !
BT  
In my opinion you are better off going elsewhere.
I signed up to BT on the 18th August. After 2 engineers visits I am still waiting for my broadband to work,latest estimate is 11th September. The customer service is terrible and just read from scripts rather than actually helping.
  • Satisfaction
    1 star
  • Customer Service
    1 star
BT  
Horrifyingly slow speeds with bt infinity!! Much worse than sky
BT  
DON'T GET SUCKERED INTO ONE OF BT'S DEALS! I signed up for £5 broadband and £17.99 line rental for 12 months starting in September 2015. In July 2016, they increased the price to £6.10 broadband and £18.99 line rental. When I complained, they told me that they can increase their prices at any time. I seriously doubt the legality of this trick; if you advertise a product at a set price for a set duration, surely the company is legally bound to honour the advertisement or allow you to leave the contract without "contract termination charges"?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
BT  
BT business i would never recommend this company they are not flexible at all and do not UNDERSTAND if your having probelms no compromise no help no negotiation just disgusting the experience I have had. Try other providers not BT. They just plain black and white I would say whether you can afford or not complete your full term length dont care or want to listen to your probelm. Manager was absolutely disgraceful I found.
BT  
It's rubbish and a waste of money. Took a minute to just search and load this site. Virgin media is better by a mile. Like they say, you get what you pay for.
BT  
Sick of BT They have given me a lousy £3 refund for doing without Broadband for over a week and nothing previous times when it has gone off. They come up with lots of excuses but never refund properly. So much for customer care. I shall not be usuing them again and I say to everyone who reads this, that they are a rip off, over priced, and provide no service. END OF.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Absolutely useless!!!!!! Took 6 weeks to activate. What a joke!! Internet speed not as fast as they guaranteed it would be and customer services couldnt give a flying monkey about there customers
  • Speed
    3 stars
  • Reliability
    2 stars
BT  
I had BT for a month,I received first bill with EXTRA charges £190 only god knows what for, straight cancelled what cost me £500, avoid BT seriously
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
We moved house 2 weeks ago, was meant to have an engineer come out Monday and no one showed. Partner rang and was told we would get a call Tuesday, still nothing. I rang on Wednesday and after speaking to numerous people I was put through to Josh. He sorted us out, used his common sense and a new broadband box was sent out the next day, which I set up. (An engineer was never needed.) brilliant customer service from Josh.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
BT  
Couldn't be unhappier with BT. The speed is okay AT BEST but what we have cuts out every few minutes. Trying to go on phone apps is just impossible if they require an internet connection and online gaming is a thing of the past. If I could reliability an honest rating I'd go with -5 stars. I will be switching to any other service as soon as possible. I highly recommend someone else.
  • Customer Service
    2 stars
  • Speed
    2 stars
BT  
O Stars, I have been around the world on the phone since Friday 22nd January 2016 With a greeting of business hours Monday 9am to Friday 5pm, I have Business BB with no support from any part of BT On Monday I was on to call centres for 3 Hour being passed about , with employees just hanging up, because they can not check out any problems you have, they are not allowed to look up your order, your account, they can not give you an email to write to, can not accept any scanned documents from you showing your order, is this for real. BT is the worse service in the world, (with out prejudice) in my opinion. Its a joke , the saying goes I am trying my best to help you, a statement all the operators use and then finally just I will pass you on to another department, they will help you, and guess what, back in a queue for another 30 minutes, and the same all over again. The call centres can treat the customers any way they like. I t is actually, because they can not help you as the service BT provides is disgustingly atrocious, the call centre personnel really can not do anything to help anyway. , so they just give up and drop the call, How many people have experienced this. What can be done about it , as BT just ignores the state of play the company is in. So So So badly organised and managed. I would not work for a company like that. If the centres where all in Britain, this would not be happening as the Managers would have it running better. The mistakes just keep going on and on, just a monster of the worst communication provider in the world. They can not sort problems out, they would not know where to begin. Our problems are on going and after the initial order was signed we are still waiting for the full order with phone still not here, part of the order was for a cloud phone, they cancelled their visit 5 times since 6 January, changed the phone no 3 times and its still not happened. I don't need to tell you every annoying phone call , as I am sure if you are reading this , you have been there also. I will say I have came across 3 uk personnel at the call centres with excellent customer service, but they are unable to fix problems also . And try and retrieve a password for an old email address, which they sent the order to, and we can not access that either, its just a monster of a company that out of control, But we are stuck with them Is there any better options, that are as reliable as the Great BT Company, it really is a JOKE.
BT  
Sick to the back teeth of BT and their NOT Super Fast Infinity and NOT reliable, after 5 months of trying to get this resolved I have lost the will to live. New Ofcom rule, I believe, means I can opt out without penalty
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
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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