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
    3.1 stars
  • Customer Service
    3.1 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 1316 customer ratings since 2023-07-20 (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.

3,615 Customer Reviews over 91 pages

  • Reviewer
    Location
    Brentwood, UK
    Reviewing
    BT
    Date
    Comments
    I’ve had a scheduled and confirmed appointment for the engineer to arrive and install my wifi on the 27th September between 8am-1pm. Like a moron i got up early and eagerly awaited for their visit. After 1pm came i called BT up and was informed that my appointment is now on the 30th and that the next one available if i can’t make that one will be on the 11th october.

    I was not contacted in any manner to be updated about my appointment. Not by phone not by email or otherwise.

    When i called the agent on phone she just kept spinning circles in conversation wasting even more of my time basically just repeating in a million different ways there’s nothing i can do and no way i can help you.

    So now i have no choice but to be home Thursday and lose out on a day’s worth of money at work or otherwise wait like a jackass for another 2-3 weeks for the next appointment. Great. And I already had this date booked off specifically for this and lost money by not going to work.

    Not to mention i live in an area where the connection is so bad for both mobile services and internet that i had to step out on my balcony just to have the conversation with the agent that done nothing for me.

    They should make you aware from the beginning that the installation process will take a month or so instead of wasting your time and disappointing you when they don’t show up and rescheduled without any notice.

    I work online as well so the it might not seem like 3 days makes a difference but it does. I’m losing money each and every day because of it.

    And as i understand the wifi will take another 10 days to settle in after installation… i just pray to god the connection will be better than the service i was given so far…

    The salesman i spoke to was great very helpful when it came to understanding what I’d get and what I could expect and convincing to boot.
    I wish the customer service would match the sales force effort. Maybe that would actually give some service.
  • Reviewer
    Location
    Bridgend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The worst company I have ever used to provide me with any service, EVER.
    Avoid BT. Wish I stayed with Sky.
  • Reviewer
    Location
    Bridgend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Worst days work I ever did going back to BT. 60% slower than they promised constant loss of connection, don`t call you back when they say they will, and waited in for 5hrs for an engineer that never turned up. An absolute shambles, come back Sky all is forgiven!!
  • Reviewer
    Location
    Bridgend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT Broadband- The Worst Customer service I’ve ever Experienced. I signed up for BT TV and broadband having recently moved house. The installation was meant to be free but they charged me £59. Called to complain and was told the refund would be in my account within 24 hours. One week later had to call again as still no refund. Finally got that money back a few days later.

    On the day the installation was due to happen I didn’t receive any communication so checked online and it showed the engineer was confirmed. Just to be sure I used instant chat and was told the same thing. The time slot came and went and the engineer never showed. Called to complain and was told they didn’t know if I needed a new line so rather than check or ask they just cancelled the appointment I had waited 6 weeks for.

    Decided 3 complaint calls was enough before even getting the service so decided to cancel the contract. It then took a further 4 x 30min+ calls over 3 days for them to actually cancel. Two weeks on I still haven’t received my refund for the engineer cost and have been charged a bill for a service I never received. Another two hours on the phone and many promises made and I’m still waiting for a refund.

    I’m sure the service is great if you ever get it but if you have a problem forget about it because no-one there seems to be able to help. They are very apologetic and all promise to help but they all blame the processes or the systems and there doesn’t seem to be any joined up thinking between departments.
  • Reviewer
    Location
    Bridgend Mid Glamorgan Wales UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not good service...Call centre in India some where..They said it would be 10 years or more until I can expect a better speed I'm getting 1.3 Mbs and paying for 8 Mbs. I live 1.7Kilometers from the exchange...Not good
  • Reviewer
    Location
    Bridgend, Wales
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Download speed is a rubbish 400kbps!!
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    we have Fibre in the village but because we are a mile from that box our internet/broadband is very slow. however we pay the same monthly rental as everyone!
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling down load speed, this has got worse
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broadband is so slow it can take hours to download anything as at times it looses its connection.
    It looses connection on speed tests. Im living on a new housing development and yet most of it cannot even get a decent broadband speed, it seems that BT do not care about their customers, they seem more interested in how much profit they can make.
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    1.3mbps to 1.6mps
    We have bought new house over two years ago
    We were promised to have fibre optics soon, but I dont know what it means soon in BT language, probably whenever.
    2016 and they are still building houses with those crap copper cables...
    Average speed in Vietnam is 1,8mbps!!
    We all here(not just me) have this issue.
  • Reviewer
    Location
    bridlington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Thought i would put this here so nobody gets BT it is horribly slow
  • Reviewer
    Location
    Bridlington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's obvious from the plethora of terrible reviews that BT suck. I agree that BT most definitely does suck. How is my £15 mobile phone internet faster on tethering than my £70 a month BT Fibre?! The staff on the phones pass you pillar to post with infrastructure problems whether you're contracted or not and can be unpleasant, along with crappy long queue times to do even the most simple account checks. Save yourself some time, choose ANY OTHER PROVIDER. You might save enough time to learn a new language, or maybe knit a jumper. Or at least you'll have a router provided that doesn't cut out exactly at the most important part of every show and video game you will ever be part way through. What's weird is that I'm not even a biased or negative person!
  • Reviewer
    Location
    Brierley Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    By far one of the worst companies I have ever dealt with! DO NOT USE!!
    I took out a contract with them for my broadband and TV. All was good, and then I needed to leave my property, and move back to my parents house. I was, of course, not able to take my service with me. All of the equipment was paid upfront by me as well. I called BT to let them know and to cancel my contract, to which I was told that I needed to pay the rest for the contract?! This was a further 9 months! My argument was that I was receiving no service from them as I was no longer going to be at the property, and i was not able to take with me. They said that when I took the contract out I should have known, to which my comment was I cannot see the future. Apparently BT expect all of their customers to be clairvoyant! I shall not ever use again!
  • Reviewer
    Location
    Brighouse
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt just don't want to listen to their customers. They make promises which they cannot, and do not, fulfill. Getting to talk to a manager is harder than getting blood from a stone. If they actually did what they say they are going to do that would be a change for the better.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Comments
    keeps disconnection, support rfuses to help or to refund
  • Reviewer
    Location
    brighton
    Reviewing
    BT
    Date
    Comments
    most frustraing customer experience of my life. I pay for 8 meg and last year suddenly started getting below 1 meg. 6 months, 3 new hubs, countless hours wasted complaining and looking for imaginary faults with my computer and equipment, and many engineers visits later, I am still told that they can find no problem and it must be my fault. Words can't describe my utter contempt and loathing for their company. sickening.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service left me without broadband for a month. Never go with BT.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet worst customer service ever!!! Never ever bt!!
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Very unreliable internet connection ! Router drops connection multiple times during the day. Have had engineer check everything but still fails ! Yet there is countless adverts boasting about how good the internet is, which are all lies !!
  • Reviewer
    Location
    brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i am lucky to be able to write this review as i have a 5 minute window of being online before my BT broadband drops out again.

    I have been with BT for about a year in a property and they have sent about 10 engineers, ive called them about 50 times and still i cant even send an email without it cutting out.

    when i try to call up to downgrade the guy on the phone tries to sell me a higher priced product and tells me that new customers are higher priority.

    I then ask to cancel the TV package and only use the broadband (so i dont waste as much money as i do now) and he asks me why. I then say that i prefer to use netflix and he asks why and tries to upgrade the package again.

    I would highly avoid this company - load of rubbish.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying for fast speed get just 12.5mb its appalling,and you cannot speak to a person to get resolved.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Comments
    Unfortunately there is not option to give 0 star so have to give one but it is not deserved. The set up, customer service are a nightmare, and on top of that they randomly overcharge and then take months to reimburse you. Stay away at all cost!
  • Reviewer
    Location
    brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    WORST COMPANY EVER!!! staff don't know what is doing on, they are rude, they are clueless, plain stupid.

    Too expensive for what it's worth, constantly getting things wrong. SO overcharged so glad my contract ended this month.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous service. A recent "upgrade" to fibre that has been out of use for 4 weeks since connecting. 8 calls to BT, 2 home visits and no further forward at all. Meanwhile we are unable to work from home. BT have misconstrued our and their accounts and fail to accept any accountability or goodwill need. A sad situation as we have been customers for 5 years and out internet was fine before the "upgrade!". AVOID.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Beware of all BT charges, transparency

    Recently advised BT the required 30 days’ notice (not to renew) prior to the renewal date (late August 2017) of the 12 month fibre optic broadband contract.

    Although this contract will end after the 12 month contractual period (no early cancellation), I still have to pay the £31 charge for stopping BT broadband, the cessation fee.

    On commencement of the contract BT charged for broadband setup, router postage amounting to £56.95 (disclosed and transparent). Normal monthly broadband charges apply (disclosed and transparent)

    This cessation charge of £31 was not transparent and mentioned when I took the service 12 months ago and was only brought to my attention when I decided not to renew the BT broadband contract.

    Ofcom should enforce that all charges associated with a broadband contract (upfront and cessation charges) are clearly highlighted/disclosed and made transparent in all marketing information by relevant companies offering such services.
  • Reviewer
    Location
    Brighton and Hove
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Rubbish experience. They steal money directly from your debit and when confronted customer service is appalling, lie and treat you like ****. Worst company I’ve had to deal with. You managed to steal £10 but you lost a customer, and I will make sure to tell all of my acquaintances of this! Just terrible!
  • Reviewer
    Location
    brightonn
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    delayed my installation but did not let me know, no letter or phone call. just been on the phone for 45 minutes, 4 different departments, no progress. AVOID
  • Reviewer
    Location
    Brightwell-cum-sotwell
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    What a great person to have working for your company! Darren Williamson was so Polite and very helpful. After 6 months of waiting to be connected back he came and said that some has took our phone line- why the last couple of people couldn’t work that out I don’t know. Thanks Darren your the best.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Having problems with outage , will be 6 days by the time its fixed. However, can't fault customer service. Easy to get hold of a human on the phone, quick to answer and always try to be helpful. Major fault so are sending me out a free minihub. Other providers are hard to get hold of and its frustrating but I think the ease of getting in touch with them is a breathe of fresh air despite the outage.
  • Reviewer
    Location
    BRISTOL
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all cost. Worst company ever. Didn't keep appointment and no-one contacted me to explain why. Customer service is abysmal. Have made a complaint but they still don't keep me up to date. Nobody tells you anything, just a load of lies and fobbed off.I hve no idea what the problem is and why it is taking so long to have my broadband conected. Will be looking for a new provider and cancelling my order.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Huge disappointment. Had been convinced by them that not only would the broadband be consistent and speedy but that Infinity would be coming within 3-6 months. Neither has proven true along with no way of getting e-mails from my private domain (which every previous provider managed to do). I should have known better - it is BT after all. Tempted to say more (lots more I could say) but there's little point as no-one will listen, let alone do anything. So - see out the contract and leave BT (again) - this time never to return.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The only reason they get a 1 star is because you can’t leave 0! Worst customer service I have ever experience! They don’t care about their customers in the slightest! They’ve cause me nothing but issues and stress since signing up! Avoid them like the plague that they are! Their service is substandard anyway, got to hyperoptic and get a much much faster long for a better price!! Absolute joke of a company that I will never be a part of again!!
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Several weeks ago I reported problems with my router, far from the three days as promised on the adverts, I am still waiting. Every time I speak to BT customer service they assure me that they have placed an order for one to be sent, each time I check my order History and nothing has been sent. My complaint has been escalated to the highest level and was given final assurances that my new router has been sent, but the same thing has happened again. Please avoid BT at all costs.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For over a week now we have had the wifi dropping out every 30 seconds. I have been on the phone to an Indian call centre for over 6 hrs in total. I have done all the diagnostics they have asked me to, some more than once. I have spoken to managers who have not been helpful, i have been cut off twice and promised call backs which I have not recieved. I have had to unscrew boxes on the wall and expose wires! I am still without wifi after all this and no sign of an engineer.I have been asked to buy new equipment and renew my contract before they will help me, even though my contract has another 9 months to run. I warn anyone thinking of taking an account with BT NOT TO!!! they have no concept of customer service and I am at my wits end. I think i will cancel my direct debit and let them take me to court!
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I entered into an agreement with BT many,many years ago and the last time I looked (a couple of years ago) I was paying around 15-ish pounds plus line rental, so it was probably costing around £25 pm.

    My loyalty has been rewarded by BT by unilaterally racking up my monthly charges up to £47.

    For that I get 0.5mb (I did you not) download speeds, mediocre service, regular breakdowns and a number of 'services' I never use.

    for £47 I can get broadband, a decent TV package, line rental, free SIM card and cash back so goodbye BT.

    Congratulations- your subterfuge, greed and disingenuity has led me to cancel my agreement with BT and move to a competitor.

    I do not expect the customer service will be any better, but at least I can either halve the charges or benefit from some major benefits such as, for example, a TV box and/or movie package.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved into a new build property in July 2020 and as an existing customer signed up for their 'easy' home move system. All communication up to our move date was positive, orders confirmed etc. and 3 weeks notice was given. No internet on the day following move in so contacted the customer service team who said the line could not be activated because of a records issue. This was the company line for 2 weeks (we still were without internet during this time). After two weeks the internet started working but was not at the speeds we were paying for. I called numerous times and spoke to numerous people, each one as clueless as the last and it took these two weeks for BT to acknowledge it was there error and apologise!

    I was subsequently told that BT would need to re-order our broadband and phone which would take a further days to organise and then another 3 to process the order. This was due to happen on August 10th. I then received a call saying that the order had not been actioned and that we would have to wait another week. This issue is still ongoing and BT have seemed to be uninterested in resolving for us. We are in a new build property so are unable to move to another provider and this is clearly why they do not feel any pressure in finding a resolution.

    I cannot stress how little I would recommend this company. Throughout, I have had to chase and clarify details at my own time and expense and was also still issued with a bill during this period without internet access. This was only refunded after I raised this as an issue.

    Terrible processes, terrible customer service and seemingly a lack of interest in getting our issue resolved within a timely manner. Save yourself stress and inconvenience by choosing another provider.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please avoid.
    My second experience with BT after 4 years. Nothing has changed, they just advertise better. We pay £30 pm to have a 4mb speed. We have not gone over 10 mb since we started the contract 2 months ago.
    Called support, they said we will get a 4G hub to help with the connexion - never came. Apparently you have to pay for accessories to get the most basic service that you were already paying for....? what?! no thanks.
    engineers have come out twice and both times the conclusion was: the cable is eroded. We asked for it to be changed, they refused and said, we'll try something with the box outside. Obviously, nothing has happened and we are now waiting for the 3rd round of engineer, while still paying for a service that does not work. Super.

    Please avoid. Get Virgin, it's just as bad.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Can't fault the service. Was due initially to have the broadband connect 4 weeks after purchase however after the first visit in week one Open Reach could not locate the 'in' to my property and decided that some ground work would need to be done (digging up a bit of path). This pushed my go live date back by a further 4 weeks which would leave me without a connection for 4 weeks as I'd terminated my contract with Virgin. Spoke with BT who immediately dispatched a 4G router to cover the down time. Following week Open Reach dug up the path and did the necessary ground work - spoke with BT again who then brought forward my go live date to the original agreed date. Excellent service all round.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Router Doesn't work with Macs. [Managed to write that sentence before; for the 8th time in the last hour the router crashed for everything - so let's hope I can post this].
    I'm out of contract now - so going to dump BT ASAP, I'd like to compare providers on the Web.....but the advantage BT have - is the Web is just a legend hidden behind wires that go nowhere. Oooh - I have a connection, so I'll try to hit send!! Nope, I tried to check my text, and the connection was lost again. Blue!.. send....

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.