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
    3.1 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 11646 customer ratings since 2019-07-10 (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.

2971 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
Got BT broadband for the past 2 years. In the beginning everything was top. Broadband working fine. Smooth transition from TAlk talk but after I gave them 30days cancellation notice it has been the worst month ever. Broadband keeps dropping all the time. Customer service helpdesk waste of time. It has been crutical on my business as I have to be online all the time.
STAY AWAY FROM BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
an absolute joke, connection constantly drops out & when do BT test I have fast broadband. All other internet test show poor performance. a bunch of con artist who refuse to fix the problem
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackheath BT  
I'd avoid. High prices. Often have to reboot the hub to get decent speed. Engineers haven't shown up. Bad call centre experiences. Countless in-contract price rises - I'm sure all legal but really BT, aren't we already paying enough?! It makes me feel sick having to stay with BT due to family pressures for a minor sport that sold out to BT. More price rises announced today :(
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Bournemouth 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  
Can't speak to the broadband speed and reliability as it's not been activated yet, but I expect great things considering the extortionate activation fees they're charging us.

We've moved into a new build home, and due to BT's monopoly on the area are unable to go with any other provider. Not only are their broadband deals more expensive than anyone else's, we have to pay £70 in various upfront costs. Absolutely disgusted. They're at liberty to charge whatever they want because there's no competition - the alternative is to not have internet for a year. Wondering if there's recourse to go to the Financial Ombudsman about this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Barry BT  
DISGUSTING organisation. DO NOT use at any cost. Their charges for customers out of contract should be criminal and their customer care team repeatedly break promises. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK BT  
Terrible Customer Service. Called up countless times to have the 218 pounds they owe me refunded. 4 weeks on and I'm still waiting!
  • Satisfaction
    1 star
  • Customer Service
    1 star
ILFORD BT  
Joined BT from sky on the 23rd April, smooth transition over. However on the 5th June after numerous phone calls to BT about broadband dropping out, not having the channels I was promised and the telephone not working, they said I could cancel penalty free due to being miss-sold. I was offered a good deal with sky therefore I went back. Sky sent me an email on the 5th June telling me that my SKY TV was active and they were doing a working line takeover of my phone number and broadband on the 19th June. BT sent me an email to tell me that my services were ending on the 12th June. I rang sky to make sure the 19th was the correct date and then called BT. BT said that there was no active line takeover and told me to call sky again, I called sky, and they said 100% that they were taking over on the 19th June. I called back BT who again said that this was not the case. They told me to call sky again, which I stupidly did who told me the same thing. I called back BT and they said what they would do is cancel that cancellation of my services for the 12th June and keep them running until the 19th June when I would need to call up and cancel (penalty free still) and they would refund me my money for this month. After checking my BT I could see that this was not done so I called BT again and said its still not cancelled, I kept getting told by different agents (always a different one every time I called, apologising and saying the last advisor was rubbish and that they are amazing and will get this sorted, none did) that the cancellation of the cancellation was done and that my services would continue. On the 12th June, I woke up to find my broadband had gone off. I called BT straight away who apologised that the agent before had not cancelled the cancellation properly so my TV and phone line were still active but broadband wasn’t. They then proceeded to tell me that I could get the broadband turned back on but it would take 2 weeks. Which was ridiculous given that telling them 15 times and it being in my notes that sky were taking over on the 19th.

So I was without broadband for a week until sky took over. I received a call on the 20th telling me that something had gone wrong and bt was saying that I still had my phone line with them, despite sky having it. He said he would have to send it to the off line team to cancel and that I would get a call on Friday telling me that everything had been cancelled down properly and I would have a refund for the month of services I did not have.

However! I wake Friday to 3 emails from BT at 5am!!!! First at 5:20am saying thanks for choosing bt there is an update to your order. My calling plan for the phone will start on the 22nd June for a years contract (WTF!) and will cost £21.99 a month (HUH!)
Second at 5:21am asking me to return my bt equipment as I don’t need it anymore.
Third at 5:21am telling me that my bt service is ending sorry to see me go. (this is just for the TV that I haven’t had since the 5th June).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
sussex BT  
Broadband: Over the course of 12 months with BT Broadband we had outages roughly once per month. Additionally, every weekend at some point as well as random other times the service would drop to a very low download speed (1-2mbps). So, it failed to meet speed and reliability expectations/promises.

Customer Service: When switching providers we wanted a slightly earlier date than the end of 12 months (already paid the full 12) because it was easier for us. BT informed us we'd be charged an extra £63.40 even though we paid for 12 months. When I called to try and sort this out I spoke with two people who both told me they weren't actually sure what the final bill would look like and couldn't tell me if there'd be more or less charges until the account was closed. So literally I could be charged £0 or I could be charged an unknown amount and I won't know until I have no way to change that. Terrible customer service. Go with Sky, or honestly anyone other than BT.
  • Satisfaction
    2 stars
  • Speed
    2 stars
Bristol BT  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
brighton BT  
Terrible terrible customer service, I had loads of issues and could only speak to an outsourced office in India who wouldn’t help me, and who refused to give me any other numbers or addresses to complain about my experience
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London BT  
Absolutely disgusted with BT returning customer who was assured i would not have the same issues as last time. They have taken the bad service to a whole new level by billing me for engineer visit after services crashed within 24 hrs of being conected
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leven BT  
Sainsbury's Gift Card never arrived and they were appalling when I contacted Customer Services. Dreadful Indian Call centre. Junk mail pushing BT Sport every two or three weeks. Prices exploded as soon as contract up. Just spotted small print with days to go I had to opt out not in to BT Sport after free 6 months. Broadband itself was good but when it cut out it was down for hours rather than minutes. I went with them as I needed a new line installing in a new place and they were cheapest for that. But left as soon as contract was up and woukd never go back based on Call Centre service and Gift Card con.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Whitehaven BT  
got fibre £34 per month,worked well for 3 weeks then speed dropped drastically.Bt have fobbed me off for months now and with no real help.My old standard plusnet was better value.This has been their 2nd chanece,I will never use them again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Ayr BT  
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!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
went with BT to save money on the TalkTalk after five year. BT are absolute rubbish for £30 a month I can get better broadband is like 90's DSL. only 2 Wi-Fi devices working at same time.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
ashton-under-lyne BT  
Shocking absolutely shocking I pay £70 a month for these tv channels and I can’t even watch bbc & itv in hd what’s the point I miss all World Cup what a waste of money and I called customer services for help. The lady on other side put phone down on me never ever again I will change with somethingalse ASAP
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Salisbury BT  
Where do I start? Ok, costumer service is shocking. We installed a BT tv box, booted it up and it kept pixelating. After getting onto the phone to them (about a 30min wait) they determined that the connection wasn’t good enough. That’s not good as our house isn’t made of stone, infact the upstairs floor is thin and all the upstairs walls are stud walls. What’s worse is that to move the router to provide the service they promised, they said we had to pay!! Ridiculous! Right, onto speed. I get anywhere from as low as 500kb/s to a high of 14mb/s. For example, I tried to download a package that was 8gbs, this took an hour. Ridiculous!! So overall, it is shocking. Why leave? I hear you ask. Well they’re scummy business practice means that we can’t transfer our emails. So we’re screwed. I put this review up to stop any of you from making the same mistake
U.k BT  
I transferred to BT Mobile after 14 years with Three. Not only did I get a cheaper deal, but the 4G average is 97mbps compared to Three’s 53mbps. I honestly thought that all providers used the same masts. I’ve had 2 issues with 2 calls to knowledgeable people in the UK! What a difference not having to repeat myself again and again. Both calls were answered quickly and sorted in a single call. I have signed up for BT Plus and Broadband speed is decent for my area. Having double my mobile plan means for workers from home I can tether to my iPhone and get websites uploaded 700% quicker. I still believe the fixed line could be quicker, but overall, very good to have a British brand firmly back in Britain!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Argyll BT  
THIEVES
BT have been overcharging my granddad who has dementia and knows no better for a substandard copper broadband package. He's been getting charged over 100 pound a month for a package you can pick up for under 40 pound from themselves. Safe to say I have cancelled it and will never use BT as long as I live.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk BT  
After several calls to chase up a broadbabd fault on Sunday now being told they need to send me a new Hub and that could take 5 days! No reasoning with any of the advisers. Engineer came out this morning reported we needed new router but still hadn't been auctioned when I rang to chase up! In the middle of a house move can't action e mails or transfer monies do they care no they don't. Bet if I rang up as a new customer they'd use next day delivery to get my router to me . It appears that those of us who've been with them for many years get poorer service for our loyalty . Adviser told me once problem was fixed I 'wouldn't regret sticking with BT '. Yes what I'm moving house and there are plenty of other providers in the market place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Bradforf BT  
If you value your health then don't get into a contractual obligation with these guys. They will hang up on you if they don't like what you are complaining about, they will tell you they'll fix your broadband speed because you've been put on the wrong plan (a cheaper one of course) but they won't, they'll tell you that you'll get a rebate but you won't, they'll tell you they'll call you back but they won't. The most appalling service of all, you will get. They organisation is so chaotic that nobody knows what they're talking about are and everybody is just trying to blag it. One guy kept repeating that my speed is measured in Megabytes/s and another was making drawing comparisons between my 2 years old telephone filter and a 16 years old girl which is supposedly better than a 60 years old women (not sure in what sense)!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
MANCHESTER BT  
BT Infinity in Postcode MK44 2__ is not workable. The lines from the Cabinet are not only too long to provide Superfast Broadband, the copper is too thin. Can't even support 10Mbps Standard Broadband yet BT will tell you that between 10 and 19Mbps Download is achievable. The BT App asserts that their SpeedTester is the best at assessing line speeds and network capability. Does not compute. OFCOM are paper tigers.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
Keysoe, Bedfordshire BT  
BT customer service is rubbish. I have been without email for almost 2 weeks, have spent hours on the phone over the past 10 days speaking to one call centre or another and been fobbed off each time. Just do what you promise - if you say you are going to resolve my problem and call me back at a specific time then do it! I still have no email after speaking to yet another ‘help’ line person this afternoon who told me there was a problem, I am aware of this but no one seems to know what the problem is or how or when it can be resolved. I am waiting in again for yet another call tomorrow which may or may not happen; if it does then I am pretty sure that my problem will not be resolved. I am paying for a service that I am not receiving and this is unacceptable- do not use them! I have put my email in so that I can submit this review but it is not working - ask BT why!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Uxbridge BT  
Failed to install on the day, ended up with no landline, no broadband for 4 days. Only got it fixed after numerous calls and finally exploding - 15 mins later it works. I register a complaint and I start to get texts from Indian sounding names to my daughters BT mobile (she's 11) about the complaint. I reply to tell them not to use an underage girls number...they send another to that number. In the end I call them and spend an hour to get a miserly £20 back for forf the trouble and a total refusal to reduce a £59 connection fee i.e. it's fine that I should pay full for a botched service and any losses incurred as a result are my problem, they don't care. Also they have totally lost any record that I should have got reward vouchers so I should kiss goodbye to that part of the offer I signed on for. The customer service is shocking. If you want to listen to 'unfortunately' and other trained platitudes but a refusal to do anything, please give them a call. I only moved from Sky as they kept sneaking the price up and at one point even charged me for not having their TV service...so thought i'd try BT. All as bad as each other.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Gloucestershire BT  
Crap service. My broadband Connection was down for last 17 days and not fixed yet. Yesterday one of the service manager told me it will take another 30 days to be fixed. They want me to pay the bill for last month (for the service that I didn’t receive) I asked to end the contract , they transferred me to a lady from UK office, she threatened me saying if I wanna leave the contract I need to pay £150 + bill. After 1 hour argument I was transferred to a manager. She very simply told me “I don’t know when the network issue will be fixed, According to your contract if you wanna leave us before the contract ends you need to pay £150 if you fail , we will take legal action. Also, she said not to call them back again with the same issue which they been aware of, they will inform me once it’s fixed. There a few essential gadgets in my home need internet connection, ex (my mother’s medical equipment) I asked BT at least to provide me with a temporary dongle so my mother’s medical machines can work. The answer from BT was “sorry we can’t”. Don’t use this company or any of their services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
East ham BT  
BT is absolutely terrible! We have not been with them any more than 5 months and in that time we have gone through 3 hubs , about 30 phone calls to get the WiFi back on and an under qualified idiot who decides to stick a giant cable through our wall which knocked the front of some of our bricks off!!!!!! I am a teen who has loads of school work to do and for most of it I need the internet, BUT GUESS WHAT....I DONT HAVE ANY INTERNET
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston BT  
An absolutely awful company to deal with. I changed to them for their TV and broadband package only after they offered to buy out the remainder of my contract with my existing provider. On swapping, I found out that I was tied in to a contract with my previous provider, so I decided not to go ahead but after informing them they offered to buy out the remainder of the contract and sent confirmation to me that they would do this... then once they had taken over the supply they refused to credit my account. They are not replying to any of my emails now and they won't provide a reference number that I can give to Ofcom to take this further, as they are required to do. I will try to get what I can back from Ofcom but if that doesn't work I will just reclaim six months payments back, which is the maximum I can under the Direct Debit guarantee and walk away. DO NOT TRUST BT!!! Utterly useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lincoln BT  
Ordered a change of address. Two months later and still they haven't moved it. I'm being forced to pay for a service that I cannot use because they are so completely incompetent when you speak to them. Spoken to over 10 advisors who have said a variety of excuses. They don't call you back or give any update. I've never had such a poor experience in my entire life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath BT  
I have had very poor service and have considered moving but reading the comments on here about other providers, it seems the whole industry needs dragging into this century. Have now decided to stay with BT for a while and make a damned nuisance to get my own back for the wasted time and aggravation they have caused me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicestershire BT  
Absolutely disgraceful. After ringing up many of times about the internet speed and nothing being changed and being told it is fine. I decided to ring up yesterday with customer services putting the phone down after about 20 seconds. But I can say the internet is down more than it is on and would not recommend even if it was free!! Losing internet connection constantly. The worst broadband out there, really is disgusting. DO NOT RECOMMEND!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Stoke-on-Trent 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  
Do not use BT! They charge too much money for an awful service that constantly cuts out. We have been sent 3 replacement routers and NONE of them work. After 5 minutes of using the WiFi the hub decides to restart. Don't even get me started on the weakness of the hub. The speed is dreadful. I can't even stream a 720p HD video without it buffering every few seconds. The customer service is appalling. Don't even bother trying them. Save yourself heartbreak: go for ANY other provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON BT  
Speed of 0.2 MB is the best I have.
Lane bottom , Burnley BT  
Very expensive and uncooperative staff
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool BT  
Couldn’t tell you about the reliability or speed as i have been sat at home for 2 and a half months without wifi. This is the second or third time we have been let down now . Told that an electrician is coming between 8-1:30 so we stayed in from work so that we could get wifi as my daughter has been complaining she has to go to starbucks to do her schooo work etc. Unacceptable no reason and no date for when they are coming just didnt turn up. I have spent about £100 in extra costs on data and starbucks in the last 2 months not ok.
Lancashire BT  
The week before I reported my issue with BT on the 21st of May I was experiencing slow internet, and constant dropping of internet. The internet was dropping out of connection constantly, and when connected was very slow. The dropping out meant that we could barely use the internet to do anything but browse internet at times. The internet was absolutely dreadful.

After we finally reported the issue I encountered the worse customer service I have ever experienced. I first used the online BT Live Chat where I had been talking to technicians about my issues, and how to solve them. The problem was, the technicians were constantly closing the chat and ending the conversation before I got anywhere.

Eventually I get through to someone decent and have an engineer booked for the 22nd, which is great. But the engineer comes out and finds nothing wrong with the internet in the house, and tells us to ring up BT and tell them this. We report this to BT and they tell us they will have ‘higher-ups’ look at the problem to try sort it out, after waiting two days. They tell us when they are going to ring, but it is a time we cannot do. But we cannot rearrange the call because texting is going to charge us money. So, we try to be free around the time, but cannot get to the phone after they ring twice. And tell us they will ring the next day. This time we can be at the phone, so on the call, he tells us that the technicians are still looking into the problem.
Eventually, they agree to send out another technician and on the 30th of May, from 1pm – 6pm. They completely just miss this appointment and do not inform us of why. We then get a ring the next day to rebook the appointment on the 2nd of June, the engineer then comes in and finds three different faults with the hardware in the home. Which I don’t know how the first engineer didn’t find.
So, after this terrible experience for a service we are currently paying for £70 a month for, and it not being usable for more than half the month, BT ring up to discuss compensation and offer £14 for the fault and another £5 on top as a goodwill gesture. This is an absolute joke of a refund, after nearly 3 weeks of unusable internet and then horrendous customer services £20 is nothing.

We will certainly be looking to cancel our BT contract as soon as we can and would advise no-one else to get a contract with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Broadstairs, Kent. BT  
We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Altrincham BT  
We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Altrincham BT  
Don't bother.
Absolute crap, poor service, slow speed, customer indiference, you are just a number and worthless.
Multi national companies look after high number customers within a small area, like all the big companies, so forget it, if you are not living in London then you are nothing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CORNWALL BT  

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