BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 11484 customer ratings since 2019-04-05 (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.

2935 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
This speed has slipped from 6mbps to less than 2mbps
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
spalding BT  
Was going to move to sky for free unlimited broadband deal. BT then offered a similar deal so I stayed put (better the devil you know than the devil you don't). Ever since my broadband has been wholly unreliable. A real issue as I work from home quite a lot. Rang up to complain. Apparently no problem with line but a dodgy hub. New hub arrived - low and behold exactly the same problem. Call me synical but free unlimited broadband seems to mean you have to fight it out with everybody else for the service - I've been a Bt customer since 1995 but clearly loyalty means jack! Unless it improves I will be moving at the end of the year!!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
SHROPSHIRE BT  
move from sky to BT mistake slow cant connect drop in signal should of stayed with sky now stuck 12 mounths
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Borders BT  
Charged me over £80 to cancel my line (my initial contact had finished a few months earlier). Over £50 a month for basic broadband, which wasn't that reliable. Ripoff.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
London BT  
Poor when you have a problem. Difficult to contact VERY.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bradford BT  
Customer Service and ability to deal with problems is a disgrace from their Indian Call Centre It a service given on the cheap and it certainly shows.. Getting anything right is just a bridge too far for them. Monkey's would do better
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Devon BT  
I have been with BT for a number of years, they promised infinity last year, just been told it will be another six months! I can hardly finish a game on FIFA 11 without it dropping. I'm moving to sky, I like the look of anytime +
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
London BT  
quick to repair faults but speed of broadband is DIABOLICALLY SLOW.Download speed average of 0.468 mb/s over last month
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Dihewyd 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  
The only reason I am posting a comment is that I have just phoned BT, which took numerous numbers to phone, to upgrade from Option 1 to option 2. Having agreed the upgrade I asked the question about whether this was a new contract, to which the answer was yes. I cancelled it there & then as I only have 4 months left on my current contract & feel it's a complete con., to start another 12 month contract, especially when I found out only by asking the question.I am an existing BT customer & would stay, but my current view is that I will now move.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Weston-Super-Mare BT  
Look at all the negative reviews. All these people can't be wrong. And they aren't. AVOID BT. I have been trying to correct an overcharging error on my account since I joined 12 months ago. I have wasted hours and hours with BT and got nowhere. They are currently overcharging me by £100 and have disconnected my broadband despite being involved in a dispute resolution process with the ombudsman over this.

Their customer service is absolutely hopeless.

BT need to realise that there are a finite number of potential customers in the UK and once they have annoyed/frustrated/ripped off the majority of these, they will no longer have a viable business
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
SHROPSHIRE BT  
AWFUL AWFUL AWFUL. We used BT years ago and were messed around so much that we had to get the ombudsman involved and then stopped using BT's services. A few years later...we moved into our house in Feb 2018. After being told by several people that BT were much better now and our new house was only fitted with a BT connection...we just decided it was easiest to use them again. Well, how wrong were we. Firstly they sold us a wrong package...unlimited broadband costs £30ish a month but they signed us up for limited broadband at the same price...and we went unknowing over every month being charged £90-£100. We put a complaint forward for this and they said it would be cancelled immediately and we would be put onto a the new package and sent a free of charge recording box for the inconvenience. Well 3 weeks later and no box..I contact them to be told that no package was cancelled and no new one ordered...meaning we were still being over charged. I spoke to about 6 different people who you had to explain the whole situation to again. 4 people cut me off on live chat and I had the phone put down on me once. Finally after weeks and weeks they have cancelled our packaged and put the new one in. They have offered us....£30 for the inconvenience!!!!?? What an insult. Will NEVER use this company again.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
ringwood, dorset BT  
Just don't do it.

New build took 11 weeks for Openreach to connect. I know some will say its a different company, but given they're BT branded you'd think they could have some sway.

Tried to connect me on 8th August, failed, didn't tell me. Phoned up on 9th, found out about failure, AND an engineer visit they booked which they needed to access my house for.

Got random automated email the following weekend stating I would be connected from the 15th. Phoned up, found our they'd fixed the 'routing problem' offsite... Had booked day off work for visit.

Now connected, but yet to receive the promised call from the complaints department after over a week.

Communication is terrible, and i would not suggest anyone goes near them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Milton Keynes BT  
staff rude and unhelpful.viewbox needs new ariel as will not work with sat dish.was told should have read small print.phone has no caller display or answer phone any more again was told to read small print.kept waiting on phone when trying to explain my problems.what a hassle don't go there
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
huntly BT  
Been with BT for 5 years was originally really very good - new home hub with top speed BT infinity package arrived 1 year ago & problems began - rarely reached anywhere near speeds advertised as was totally unreliable, dropping out daily in a major city which is astonishing. Never seem to accept they may have a hardware issue with there router - even though I'm stood next to it and cannot get online.

So were quietly leaving & happy to pay £30 cancellation fee to try out Virgin Media.
  • Satisfaction
    2 stars
  • Speed
    3 stars
Brstl BT  
I cancelled because of the many price rises and when your tied into a contract there's little you can do. The service was relatively good but did go off on many occasions. Absloutley discusted with them. We cancelled well with the 30 notice and they decide that they are going to charge us for the next month and once the final bill is generated then they will refund us...after 7-10 days. Be different if we owed them. Waffle on about the terms and conditions but where's the consideration. Just out to Rob your money so glad I cancelled. Been passed about departments for an hour minutes absloute rubbish!!!!
  • Speed
    3 stars
  • Reliability
    2 stars
Pontefract BT  
Well, this is mostly about customer service I guess. I'm currently over an hour into my wait for an answer on the helpline and the web chat system kept me waiting for 40 mins before just disconnecting. I don't expect other suppliers are much better.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Chesterfield BT  
Following resetting of an e-mail password by an Indian call centre techie my e-mail stopped working. A quick call to 150 got me to Ireland where I was fed a line of utter BS yet promised a call back by an expert at a set time.

The duly appointed time came and went and was exceeded by two hours when a call mysteriously came through on my mobile - which I wasn't expecting. Unfortunately the call rang out. Ringing 150 again I was told that there was nothing that could be done, India would ring me again when they were able, they could not define a fixed time. Realising I was beaten, I hung up, did a quick internet search to find out how to complain.

Yet another phone number and another wait for 15 mins for it to be answered by an abrasive woman from the "Billing" team who couldn't help me and was totally disinterested. When I asked why a member of Billing was answering a complaint call I was told we ALL answer complaints. It's nice to know that your complaint call is not going to a dedicated team but just some disinterested staff member who couldn't give a toss quite safely with no redress. I was told that things were the way they were and I would have to wait. The reason I was contacted by my associated mobile was because there was a fault with my landline - curious that - as I was talking to the hapless BT Billing bint by..... the supposedly faulty landline!!!!!!!

Well, I am still waiting but I haven't been idle. After 20 years of being a loyal BT customer and after three abortive, painful and stilted calls with Indian customer service within that time period, I have finally had enough. I will be swapping to Plus Net who curiously enough despite their BT links offer a 30% cheaper equivalent package with call and tech support centres in .... Sheffield and Leeds and with an award winning customer service group to boot..

My opinion of BT is that it doesn't matter how long you have been with them, customer loyalty counts for nothing, they just don't give a ****... and are an unmitigated, 24 karat shower of utter ordure and that is being polite.

My advice, is to other disaffected customers is to vote with your feet and secure a better service at a more competitive price. - just like me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
BT  
i have been trying since 4th august to upgrade to infinity2 .i have been promised various discounted deals none of which have been acted on by bt. i have rung countless times, ring backs that have not happened,i am at present having complaint investigated which will take up tp 17 days.BT are the worst company i have ever dealt with.i have asked to speak to line managers but i think they live in an ivory tower as they are never available. UNLESS YOU ARE DESPERATE DO NOT USE BT
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
east anglia BT  
Hopeless customer service, good enough when it is working.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Letchworth BT  
First off, Internet and product fantastic, no problems. CUSTOMER SERVICE NONE EXISTENT. Moving home in 2 months, wanted lines setting up in new prop before plastering and decorating. Guy said yeh no problem £50 for an engineer. I will call you in an hour to book a day. Call was never returned, neither have the last 6 calls. Over 5 hours waiting on the phone and now Im told that it wouldn't be £50, it will be £180!!! Absolute joke. Appealing customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bury BT  
Appalling service..They 'conned' us into a further 18 contract while we still had 6 months to go on our original contract.
Didn't find out until we decided to leave...Then they wanted £200 penalty.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Hereford BT  
What a useless company this is today received Email telling me my bill is going up by £4.65 or 11%. No explanation, nothing. When I try to log in to sort out using CORRECT details ,it says not recognised so cannot complain. So my bill goes up 10% with no comeback other that to leave...which is exactly what I will do. If you haven't joined BT please please don't. They are a bunch of cheats who despite billions of current year profits have increased current charges by 10% ..or higher. Disgraceful. Andrew Mitchell. CA89BA
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Carlisle BT  
While the BTinfinity product is good, I've had terrible customer service issues during a house move. Broken promises, failed calls to arrange engineer visits and nearly 2 weeks without any service whatsoever. And then a wonderful bill comes through the door. Call centre calls don't have the info, they claim they've tried to contact me. Lies and really bloody rude.

Speed and reliability based on my previous address.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Surrey BT  
Customer service is absolutely atrocious! It has just taken me almost an hour to change from an extremely inflated monthly payment to a bill for each month. The guy in the call centre just didn't seem to understand what I wanted even though the previous call handler and I explained clearly what had to be done.
Going now for a lie down and a cuppa
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Belfast BT  
I have three problems which have not yet been resolved although I have contacted customer service +20 times. No help from online chat or when phoning customer service.
1. BT sent an engineer to install internet and BT TV. The engineer installed internet but not BT TV. I did that myself and cannot get all the channels I was promised.
2. It is not possible to activate BT ID which is necessary to pay invoices. I was asked to give a security question - my mother's maiden name - when I ordered BT that would later be used to activate BT ID. When I am asked my mother's maiden name they say it is the wrong answer - I know my mother's maiden name.
3. When the engineer was in my home to install internet and BT TV he damaged the walls, two clearly visible, medium sized spots on the paint on the wall. I have made a complaint and received no reaction or remedy. Dont order BT internet/TV.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Oxford BT  
Fine when everything is working as it should..... BUT when there's a problem you're screwed. If are lucky enough to actually speak to someone on the phone (their "chat" service is useless) you'd be lucky if they actually listen to you before pretending to put you through to another department only to end the call. The customer care centre is obviously based in India and, although they speak far better English than I do their language, there are issues lost in translation here also. I have tried over 2 days to report a serious data protection breach where I recieved lots of sensotive data belonging to a third party and have got absolutely nowhere. The only advice I was given was to "change my password" which is obviously nothing to do with the issues I was reporting.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Manchester BT  
Poor customer service. Had to speak to 7 people before anyone could help. Very little information provided when asked how the hub will be connected. Ended up with Hub in the room. To move it will cost £130. Cooling off period starts from contract not from the time hub is received. Provision of goods is part of service so it should be from date HUB received. Very poor service. Not to recommended.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Norbury BT  
The product is fine from BT no technical problems over the 12 months, however their sales team and customer service team communications and billing systems are the worst I have ever came across.

I bought a bolton package when I signed up with BT that 12 months later they tried to re sell me the same one and advised I never had the package, there over complex time consuming billing system for BT phone calls and separate bills for Broadband is a joke, no simplicity the sales agents need to attain at least should be recruited with some listening skills, one costly problem led onto another, leave BT go with premier calls I halved my bills over night, BT are an expensive, overpriced
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Isle of Wight BT  
So called superfast unlimited broadband is expensive, slow and recently keeps cutting out. Talking to BT online is a nightmare because they never check previous records and you have to start again each time, also very slow.Hoping to change provider soon.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Reading BT  
May I never go back to BT ever!

I am asking for one simple change to take place and it has resulted in a ful 1-2 month saga with so much emotional hassle!

The broadband and reliability as a standard are great. The customer service is not.

I do not and may not ever return back to BT. I am a long time serving customer who has now lost so much money in bills loopholes and bad customer service. I do not and will not ever from now on recommend ever trying their service. No matter how much incentive they will give in Amazon discounts. I am too disgusted by their treatment of one simple request.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
UK BT  
I joined Bt placed order 17 February it took over a month install 5 appointments 3 engineer appointments till it was installed i got an offer from Money saving Expert Martin Lewis Fibre Broadband phone Tv £150 MasterCard £50 cheque cash back its Now July never got the cashback £50 got a Master card to the value of £110 contacted emailed phoned Bt 5 / 6 times or more they tel me their was no such offer i must be stupid when i placed the order i done a Screen capture on PC as proof of offer at the time
Any way 3 months later get email from BT my price is going up by £2.50 a month it was supposed to be fixed for 18 months not so say BT the price can go up any time i tell them i want to save money Sky Plusnet Vodafone have offers for £25 but bt offer me more expensive package their new super fibre £33.50 i dont want to pay more i want to save money and pay less Joining Sky for £25 38Mb fibre unlimited calls
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk BT  
From a customer service point of view, BT is by far the worse provider I have ever experienced.

Took them 2 months to get my broadband + sports working after multiple engineer appointments and infinite time spent on the phone and online chat. Had I not been pro-active, I'm afraid I would still be awaiting for my service activation.

It has been a very frustrating experience. As soon as my contract ends I'll be moving out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London BT  
Good broadband speed but BT has little customer support and frequent broadband downtime.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Midlands BT  
Trying to upgrade to Ultrafast - got an email saying it's available, try to buy and website says it's not. Speak to customer services, apparently their 'old system' knows its available,. hence the email, but the 'new system' doesn't, so they can't sell it to me. So they say they will fix that and place the order for me, even give me an order number. Long and tedious story cut short, that order had never been placed, raised complaints, spoke to every man and his dog in India multiple times, still not fixed. Utter shambles.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Nantwich BT  
BT broadband is the worst broadband supplier I have ever had. Join BT if you like buffering all the time. We are paying £52 per month foe an appalling service. If we want it checked out we have to agree to pay expenses if they don’t find a fault.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Oldham BT  
Was tricked out of switching - BT agreed monthly to match an equal competitor - they reneged 4mths in..just counting 6 months left of contract so BT can be excluded from my future...
BT lost a good customer - they just don't know yet :-D

Well done loyalty team ;-)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bristol BT  
Really bad service. Supposed to get up to 52mbps for 'super fast broadband but getting only 7mbps. Engineers called out 4 times. Previously had 32mbps but keeps dropping back down shortly after engineer 'fixes it. Expensive for poor service. They charge loyal customers more than new ones. I wouldn't recommend BT.
  • Customer Service
    2 stars
  • Reliability
    3 stars
Pontypridd BT  
Had to comment about the awful customer service and incompetence of BT, both Phone and Fibre.
First off I must say the product BT Fibre is not an issue, works fine only a few drop outs. But the Customer Service, wow how bad was that. At first we had to deal with India who couldn't understand me or half the billing issues, then when customer service came back to the UK, rather than get better it appears to have got worst. I am in the dying throws of changing from BT after year to PlusNet (who by the way have been great - take note BT). I tried to get BT to simply allow me to change to PlusNet, i.e. get a MAC code etc, oh no was told had to cease my service even after said I would need MAC code etc for PlusNet as would be going with them. No couldn't do that, later in week called again after talking to PlusNet who correctly advised that was wrong etc, was told this time whoever had done order before was wrong and that would sort it and gave me my MAC code (I trusted them -bad move), again when spoke to PlusNet they advised still unable to put order through even with MAC code. Another call to BT different person, then later call back from their person as she was telling me my date for ceasing etc had turned from sometime in sept to 29 august, again told by new manager that they had sorted the cease and set everything correct for PlusNet to do. So next PlusNet tried and got half way - i.e. it let the order start but was not fully confirmed. So checked again why PlusNet having issues today, they couldn't see from their end, so spoke to BT, first guy said and confirmed that Cease was back on after it was supposed to have been stopped and that wouldn't have internet and phone after 29th Aug. Another call to PlusNet and this time, who said explained why no confirmation on their order, so they cancelled and said sorry but you would have to talk to BT to get rid of cease and make into migration, which should be not an issue. Another call to yet another BT person this time somebody who deals with cancellation, who apologised but said in fact that after tonight I would have no Internet and Phone, not after 29th and that because was so close could not stop cease and could not do migration. sorry but that was all he or anyone could do, took a note of the fact that I have paid for my full month of August by Direct Debit and said to reference this when get final bill to get back any money already paid from 27th till end of August.

So through all this I get nothing from BT in terms tracking of my call (unlike PlusNet, where at least you get an email of your query and question), I get told one story after another - I am half expecting that internet is about to die any moment as I a writing this, no real apologises, no really managers who want to know at this late stage of your annoyance - nobody today would let me talk to manager even after they had talked to their manager about issue.

So stay well away from BT - they haven't a clue what is going on, they tell multiple stories and just don't care about their customers.
BTW - never mentioned all the issues about my billing from the start because it would just take ages. I think at this rate the amount of time I have spent trying to sort things out with BT, they should employ me and pay me at least it would then be worthwhile.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bucks BT  
TERRIBLE CUSTOMER SERVICE

Phoned up BT to as I had a problem with my chromecast connecting to the hub, i knew what needed to be done to fix it, change the wireless band from 5ghz to 2.4ghz, was talking to the lady on the phone and she didnt seem to understand how the hub worked, i seemed to know more about it and she is a "technician", as I was asking her questions she couldnt answer she was beginning to not make sense, just saying anything that came into her technical head, she could not get off the phone quick enough and was very rude and not one bit helpful

TERRIBLE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Ayr 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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