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
Out of contract and moving home I reluctantly paid bt’s extortionate month by month costs before finding a better service elsewhere so cancelled the dd at my bank.

My bank then informed bt and I got the expectedofficious call to ‘investigate’ why. I informed them then on the phone I wanted nothing more to do with them and cancelled.

Big mistake doing it verbally as bt maliciously kept my account open! That was two months ago and I am still receiving threatening demands for money I cannot afford and with no written proof I cancelled am subject to continuing extortion.. threatening language in their emails escalating despite attempts to sort it out humanely; the nasty Corp bullying lying fascists!

If I don’t submit and pay what they demand I face debt collectors and reporting to credit agencies!

Charming BT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Derbyshire BT  
Not worth rating bt the customer service is a lie they are not willing to help it's all about the money always check your bill they will charge you for things you have not got they were charging me £75 on top of my bill which when ever I rang them they were calling it a business where as it's a private family owned terrace.
I am allready Ill and I did not need this rubbish of theirs extra money for nothing.
With all honesty I do not recommend BT to anyone I have been with them for over 20yrs and they do not respect that all they want is money for free I would only recommend Virgin for good service which I have heard about and the Internet will not cut off..


BT broadband is not reliable and is slow that's my experience with them.
Bradford 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  
Strongly not recommending BT!!!
BT Breached all codes of practices and they simply don’t care!
Charging for the speed of 67 MB, delivering a speed below 11MB, insisting to get me paying full contract of 18 months even though their emails says I had to pay only for the service I have received!!! Ignoring my calls and emails even on social media so the 14 days would pass so you would have to pay the termination fees!!!
No matter how many years you have been a loyal customer, Just Wait till you have a problem and this is when they all get very rude to you starting from advisers up till managers!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
Stay away they scam you with charges and then cut you off when you disagree and billing are so rude.broadband is intermittent and thats with fttp in the house
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Brackley BT  
The worst company I've ever dealt with:
- incompetent staff
- unreliable speeds
- unreliable wifi connection (the signal continually drops)

I've raised the issue of the unreliable wifi connection and been told the wfi signal is "not guaranteed".
I've been with BT for as long as I can remember but all I can say is the company is now in free fall. Would not recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
We normally struggle by with 3MBPS. A month ago I reported the line as repeatedly dropping and the speed down to 0.2MBPS. I've spent hours on the phone to call centres, listened to their infernal queueing musak, waited in for them to turn up -two no shows. Now expecting a broadband engineer to turn up next week. If I wasn't on a fixed term contract I'd have dumped them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yelverton Devon BT  
Our BT broadband experience has been terrible, we've a problem with parental controls meaning we can't even get facebook. The help dept promise help but never deliver, we've had several promises of calls to help none of which materialise. This is our worst ever broadband customer experience - avoid BT! I've given a 1 star review because the zero option wasn't available!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North Yorkshire BT  
Daylight robbery. We have moved, we asked BT to keep the port open as we were looking to take one BT infinity (We both work from home and need those speeds), the same package as the originals home owners (my parents). This was promised and they agreed the sale. The day came, no engineer turned up and after US calling BT, we were told the port had been closed and capacity sold to someone else!!! Leaving us without Broadband infinity until 18th March. With no apology or admittance of fault. Then having to spend a total amount of 5 hours to get dialup set up for next week.
Which is pointless for work. Absolutely the worst service I have EVER had from a company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Berkshire BT  
My true rating for them is 0

After 13 years of faithful loyalty to BT, finally I have had enough. Not only their prices were ridiculous but my Broadband was interrupted as from September 2015 for no apparent reason and all attempts to troubleshoot it or repair it by me or them had failed. I called for an engineer and while he was in my premises double checking the equipment since he couldn’t find any logical reason for a fault, the internet had miraculously worked!! The engineer had confirmed that he didn’t know the reason behind the loss of Broadband or its sudden return, and the only explanation he could give me that it might have been enabled from outside!!! A few days later, the internet was back to its former useless state. This had confirmed my suspicions that BT themselves had interrupted my services as a technique to force me to call so that I get hassled about renewing my contract!!! So, I made it clear to everyone that I was not staying with them. Only less than a month after the expiry of my contract, I tried to leave but I was told that my contract was renewed!! I launched a complaint and was given so far three different deadlines they couldn't keep, to investigate how I was tied in a contract without my consent. Each time I called, they lied to their teeth about staff and they're messing me around. However, they are not giving me any feedback about the investigation and they’re playing the silent game. This is unethical, fraudulent but more importantly stupid. By using this technique, BT might be securing an extension of a contract for a while, but they are also making that client so bitter with them to the point of no return. I know that BT is a big fish and won’t go down easily, but even sharks get caught eventually. Although I feel for individual employees as they’re just you and me, the organization as a whole had lost its values and ethical foundation, the very thing that worked to its advantage only a few years ago, and this, in my opinion, is the beginning of the end for them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barking, London BT  
By absolutely rubbish - current download speed 0.6 mb just not good enough for anything and spending £50 a month for nothing!! Total waste of money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West stockwith BT  
Excellent speed and 100% reliability
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Troon BT  
just horrible. my internet is not working for 10 days now. I've been phoning them every day. they send me 4 engineers all of them were unavailable to fixed that problem.now when call them to cancel my contract they say I have to pay cancellation fee. I learned my lesson never going with bt again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blairgowrie BT  
We currently have work and home BB with BT. I can honestly say this is terrible service and the BB always stops working. We are always calling them and the phone call takes on average 1 hour waiting time. Do not use them terrible service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leicester BT  
connection tests prove 95% efficiency from the stated maximum for Infinity Option 1, the cabinet is right outside my house with a short length of cable to the telephone and then on to the house, the connection has been stable for well over 3 months now and is totally secure through a corporate grade hardware firewall, well done BT, it is all as it says on the tin !!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bromsgrove BT  
ABSOLUTELY TERRIBLE is a complement for the most imcopetent and unorgansied company I have ever had the unfortunate chance to deal with.

Whatever will go wrong, will go wrong, and more. Everything from engineers not turning up (expect at least 3 'appointments' before someone actually turns up) to engineers not being able to fix it to long delays to issues with billing, complaints.

AVOID AT ALL COSTS - it is not worth the headache or savings which you may make.
London BT  
I pay an increased price for fibre which I don't actually receive as I'm too far from the exchange. I'm still supposed to receive 10-12mb but actually get closer to 6mb on a good day. I paid for an engineer to move my master socket only for the speed to lower further. When contacting BT they inform me that any engineer visit is likely to charge me the call out fee again. Customer service is unbearably tedious and repetitive, to the point where I can no longer be bothered phoning. I've bought my own 3rd party router which has helped with reliability.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Titchfield BT  
2 Years and we have had a fault every week. We have spent days off work waiting for engineers to come round, we have had our business disrupted constantly (self-employed) and lots thousands of pounds through downtime being unable to operate, we have spent the equivalent of what must now be days on the phone trying to raise fault notifications and complaints and we get nowhere. We get charged full price for a service which is operational 50% of the time. We get no compensation and ultimately, the issue never gets fixed. We are leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Perth, Scotland BT  
Disappointed is not right word for this, as a new customer I have been given 3 different activation dates to now and still theres a technical fault with my order they. I regret to have left my old provider and now stuck in this...un believable
  • Satisfaction
    1 star
  • Customer Service
    1 star
Sheffield BT  
Dreadful service, diabolical customer service (if you can get through and have time to sit in queue for an hour), useless complaints service. Poor speed! Not fit for calling broadband. Never use this company!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Denbighshire BT  
Worst company ever!! Had broadband and landline problems for over 11 months. My broadband drops out over 100x a day! Also when the broadband cuts off so does my landline. Every time I ring to get the issue resolved the " tech " department runs a "test " tells me I'm a liar and there is nothing wrong with it then puts the phone down on me... the only time you get to speak to someone in the same country as you is if you ring to cancel ironically... i have had numerous engineers out for nothing to be fixed and still paying FULL PRICE. One of the engineers had crossed over my landline so someone with plus net had my number and I had nothing.. still being charged for the phone calls they made!! I've made complaint after complaint. Somehow ended up with bt sports package I asked to cancel that. Never got done I was made out to be a liar over asking to cancel that too. Avoid at all costs. I'd rate 0 stars if I could the company is a disgrace
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Warwickshire BT  
All I can say is this company is disgusting being a customer service manager myself I have never expirienced such a poor level of service, they accidentally cut me off for over a week when I work from home so I was at a loss of earnings I had the phone put down on me 8 times!! I had one person become abusive and two make false promises that weren't even noted on my account. I was then told I would have an amount credited to my account due to loosing my service and instead the debited the amount Aswell as also charging me £20 extra on my bill for services with no notification which they are required to do by law. Then I get the news they are charging me £32 on charges because my bill wasn't paid on time due to the fact I was waiting on a call been listened to that never actually got sent to be listened to them one lovely chap said we will send debt collectors. Now I'm taking them to court to recover the funds I lost in earnings Aswell as compensation we will see who has the last laugh.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Leeds BT  
I wanted to canacel my BT broadband because I'm paying for it but it's at someone's address I haven't got no paper work or details or account number so they didnt help me or have nothing to fk for me also I am still paying for it for someone els to use.
  • Satisfaction
    1 star
Norwich BT  
The worst experience with bt broadband ever.We ordered this broadband 10 months ago and its the worst broadband ever.I called them up about the problem and they kept me on the phone for more than 3 hours transferring me from one department to another and the end result was that they never ended up no where, they just kept taking me to different departments.The worst customer service ever.Most of the people are uneducated.I am planning to leave before the contract and I'm even going to pay for the charges. I also have bt infinity.So my advice to anybody thinking of ordering bt infinity, don't order it because the broadband is rubbish and the customer service is absolutely horrendous.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london BT  
Signed up to BT broadband so that I could watch BT sport. What a mistake that was. First they got rid of my unlimited free evening calls even though their customer services told me on two occasions that would not change. Now they expect me to pay extra for the evenings call package. Got all the equipment on time and the service started on time and then the real problems began. The internet connection has a mind of its own. Slows down to 0.03Mbps every few hours. Resetting the home hub restores the speed most of the times but not always. After waiting on the phone for about 30 mins each time, technical help go through diagnostics then tell you to switch off all equipment and restart which resolves the issue for a few hours. How long can you keep resetting the router. Try and make a complaint and you just keep going round in circles. They don't want to help and have no idea what customer service is. Can't wait till the 18 months is over. So many better and cheaper deals out there.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Yorks BT  
Extremely poor BT Infinity 2 broadband speed compare to Virgin, customer support is appalling, impersonal support agent, wait time to speak to support team is crazy 60 - 90 minutes! waisted money, effort... absolutely hate them !!!AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Winnersh BT  
Absolutely awful broadband service, poor customer service. Havent had broadband for a week now and customer service was extremely unhelpful. This is becoming a normal occurrence and has happened a few times. I asked to speak to a manager and was told no manager available. Now investigating switching to another provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newbury BT  
The worst internet broadband provider ever compare to virgin and seethelight. BT with his customer services officers are the worst in the business. I am paying £44.96 for phone and infinity 76mb. My internet is always dropping and the speed is rubbish. BT it has sent me 7 internet hubs and open reach engineers to try and resolve the problem. Customer services officers in Dakata are very rude and unprofessional. Sent email to complaint to BT over a week ago, a lady called Pooja ring me from India asking me for my full name,address, telephone without introducing herself, I have to forced her name out of her mouth. BT has refused to compensate me for the inconvenience and time taking off work . I will never recommend BT to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Orpington BT  
I ordered a BT infinity student deal for 9 months, at the time seemed perfect, short contract and quick speeds. However we had to wait 2 weeks for an engineer, this is normal, I would like to say that it is now 7 weeks after I orginally ordered their service yet I am STILL waiting for them to sort out our internet, and better still they have charged me £58 so far without providing anything! They have sent out 4 engineers who haven't been able to sort a supposedly simple process. Ive had 8 engineers booked, but 4 never showed up. I've spent countless hours on the phone to their terrible customer service who make false promises (I have actually heard unprompted promoises from them), half of them don't even know what their talking about!

I'm now 7/11 weeks through my first semester at university where internet is very important, not only have BT had a detrimental effect on my study, they've caused my housemate and myself to run over our mobile phone data bills, I understand this isn't their direct fault, but there are somethings like checking university timetables and sending emails that are necessary, but where we are used to having our phones connected to WiFi, we're now running over our bills costing us more money.

I thoroughly recommend you to not go for BT, yes every company has cases where things go wrong, but when things go wrong with BT, you're better off instantly switching provider. I am beyond angry with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath BT  
Avoid at all costs.

Connection is poor and live in an area surround by fibre optic yet our house plus 6 others seem to have been missed out even though you can't get much closer to the main hub yet BT won't connect us otherwise i'd be with Virgin.

Got sent a non functioning hub and after spending a week phoning India repeating and jumping through hoops to get this sorted the only offer given to me was to send an engineer and be charged £129.99 because they sent equipment that didn't work. Then the engineer didn't turn up and had to book more time off work for another to be sent.

They will scam you unless you go for there infinity if they feel like connecting your area up that is, Avoid, Avoid and Avoid.

Also Ombudsman doesn't care because they were paid off with buying up all the contracts. Monopoly wins and average consumer gets ripped off.

Parents use sky and they are 10 times better, think anyone else is better and until people stop using BT and the government sell the contracts out fairly this won't change.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bournemouth BT  
Really bad experience... Speed very slow, CS is annoying - had to cal them 5 time in the last 3 weeks, average waiting time is 25 minutes!!!! Switching away from them. Upset and disappointed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Greenford BT  
BT has to one of the worst run companys i have ever been with. The customer service is terrible and the speeds which they say you will get are a complete lie.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire BT  
Absolutely pathetic. The broadband here was never going to be quick but they way the village is treated is unbelievable! BT Infinity has been put through the village so that the town next to us could use it, but they didn't let us! Now all of a sudden my internet has dropped down to 130kbs. That's disgusting, and BT will do sweet F A about it. Disgusting company who genuinely don't care as long as they are making a profit.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Griston BT  
I signed because of 100 pounds prepaid MasterCard, which I have never received, when I tried to contact the customer service by email they said that they couldn't help and I need to call to the customer service. So I called, I waited 20 minutes to get to somebody just to be put on hold for another 10 minutes and then picked up by another member of staff that also put me on hold for 10 minutes. I waited 40 minutes to find out that my prepaid mastercard was not claimed and that they send me an email with instructions on how to claim it that I have never received. I am really dissatisfied with their attitude towards customers. Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Southampton BT  
5 times I've ordered broadband. 5 times they have messed up the order."it's a technical issue. The order has to be re progressed". About 10 hours on the phone. Still no broadband. They never phone you back and won't register a complaint. If your a masochist with a penchant for having the same conversation 20 times I would highly recommend. Otherwise you could achieve the same level of hair pulling frustration and emotional pain by clamping your testicles in a vice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hull BT  
Took 18 months and dozens of phone calls to get them to even connect us to broadband. Utterly useless in everyway. AVOID FOR THE SAKE OF YOUR OWN MENTAL HEALTH.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Patrington BT  
If I could zero scores for satisfaction, customer service and reliability I would. BT are by far and away the worst company I've had the misfortune to deal with. The fibre optic broadband is fast when it works. I've been with them for a year now and had 2 month long (or more) sagas caused by them, and customer service is terrible. Currently going to ombudsman since I haven't had service for a month.

The have almost double the industry average for complaints, and I'm surprised it's not higher. I almost feel sorry for the customer service employees, it isn't their fault the system they inhabit is so terrible. But they are regularly rude and unhelpful, so I don't really feel sorry for them.

I will never again give them any of my time or money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
West Drayton BT  
Absolutely ridiculous. Couldn't understand English and certainly didn't speak English. Would not listen to me and hung up
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stafford BT  
Finally our speed is around 15mb from 7mb. which is excellent for our area
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Stuminster Marshall BT  
Shocking !!! After 14 years with BT to be conned into renewing the worst contract on the market with FREE. Bt sports !!!! £63 per month for not even fibre optics !!! Disgusting company and should be investigated
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern ireland 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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