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 11673 customer ratings since 2019-07-16 (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.

2975 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
Pretty slow service and high cost, very bad customer service but generally OK. Will switch in the future.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Kent BT  
I would NEVER recommend BT. They have the worst customer service I have ever experienced.

I have been dealing with a complaint from the moment I was mis-sold and misinformed at point of sale.


This complaint has been running for 4 month with having over 20 conversations with different people to then be told that I has been LIED to and to resolve the issue was give a poor £2 discount on my rate and a refund. I was then told that the discount no longer applied as the BT rates are going up (which proves that they have no customer loyalty) and that the refund that was MEANT to be credited to my future payments was also a lie. Every single word that has come from BT has been a lie and still now trying to resolve.

AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London BT  
We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
BN435SA BT  
We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
BN435SA BT  
Promised delivery before Christmas but delayed til January.Waited in for three days for engineer to connect. As it happened I didn'tneed to grr :( as it was fixed at theit end. Customer service id abroad and there are communication difficulties.
Intermittent disconnects.
Pretty cheesed off with a price hike about two months after being connected and to find that I am part of fon
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Astley Shropshire BT  
On 6th of July a month in advance I made a call to bt customer service and asked to close my account and stop providing services when my contract ends which is 6th. Bt guy said that my contract ends on 15th of August, I asked to confirm that I won't be charged any extra money and I will be refunded £43 because I'm paying upfront, and the BT guy confirmed that is correct. Now turns out BT guy was lying, I still have BT service and I was charged £58 and not refunded !!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Ilford BT  
The internet itself is amazing the customer service stinks once you are a customer. Very helpful when you want to sign up but but once you are a customer they don't want to help you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Swindon BT  
HORRID!!!!! NEVER EVER JOIN THEM!!!

They messed up my initial order, made me wait 11 days for a connection, connected me on the wrong rate, charged me an activation fee when they promised not to, sent me a bill for £76 pounds when it was supposed to be around £36, promised me call backs when I called to find out what is happening, wasted my time for three weeks then when I wanted to cancel my account they said I owed them money when I was only connected for five days on the wrong rate and it was all their fault!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London BT  
I've been with BT for 23 years for phone and took out BT broadband in 2013 when it came with "free" BT Sport. Last year they started charging me £5 a month for this "free' service. I tried to cancel it on their website only to go round in many loops and circles before finding out that its not possible and you have to call them - shoddy tactics.

I called to cancel it. Was told I'd have to pay next month's charge anyway as it's 30 days notice. Waited 15 minutes on hold to speak with a supervisor only to be told that they'd call me back. They did - would not budge (I later found out t that Ofcom had told BT to refund customers who asked for this which they had been doing).

He got a sales person to call me to give me a better deal to make up for it. I was offered £10.85 instead of £18 for broadband. I said no on the basis that they are offering the same to new customers for £5 pm. Pretty insulting offer really and they clearly don't care about customer retention.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Woking BT  
overall poor. Since I decided to quit BT ive had 4 fraudulent telephone calls maintaining they're BT until I ask for their number then they hang up. This has been reported. They maintain there is a fault with the system

Beware
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Shropshire BT  
Would not recommend BT. Have been a broadband customer since May 2017, just moved house to be hit with a load of trouble from BT. I have been paying for internet for over a month now and been unable to use it. It took them over 2 weeks (of cancelling our appointments on several occaisions, which may I add myself and my partner had to book time off work to fit around these appointments, only to be told on the day they are now not coming) just to get our line up and running. Now the line is finally up and running, the BT box is just flashing purple and not working. We have tried online chat several times to which we get told "We will calll you tomorrow" only to not recieve a call and have to go through the whole process again, in which still now we are waiting for a phonecall!
We get text messages claiming they have called us and can't get through, however, no missed calls on our call logs. If something isnt done immediately, we are going to take the matter into our own hands and seek legal expertise advice. My partner and I can both work from home and are unable to due to the lack of Wi-Fi, which we pay £35 a month for, RIP OFF!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
St Helens BT  
It took us 6 plus months to get broadband then in Feb 6 months later would you believe a price rise stocking service when we called asking why every month or bill was different they said it's because of your phone use well I almost wet myself as we never use the phone now the operator is stuck for word's and says she will get someone to call us asap guess what ..... that's right no
MY ADVICE IS AVOID AT ALL COSTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
Pontefracr BT  
best download speed 0.83mbps and upload 0.32mbps pretty hopeless.Most video clips wont play properly, stop start all the way through,only getting 1 tenth what I should be,really I should be only paying for what I'm recieving 50p a month,trading standards maybe?
  • Customer Service
    3 stars
  • Speed
    1 star
Cumbria BT  
Appalling customers service from the moment I upgraded my package in Nov 2014. Mistake after mistake, given the wrong information regarding my gift card. Had to raise two complaints with BT both of which said no to gift card, then when I raised with ombudsman suddenly BT listened to my calls and oh after all I was entitled to my voucher. This process took approx 3 months to sort.

My account was also set up incorrectly and I was billed for services I had cancelled then my monthly direct debit plan wasn't set up and I ended up on a quarterly plan having over £200 taken out without warning as my account had been set up on paperless billing (I hadn't requested this).

As a result of this I have now accumulated a large debit balance on my account. In several occasion I have come home to find my service disconnected without receiving any warning. Every time I ring I end up having a very lengthy conversation and am assured that if I set up an agreement to pay of the outstanding balance by July then my services will not be affected actin. Despite this my services have still been disconnected without warning despite me keeping to the agreement. Each time a lengthy call to BT has been involved.

The customer service I had received has been dreadful from start to finish. I have requested that my package be cancelled but it appears BT can treat their customers however they like but they still have no right to cancel as they are under contact. What about BTs contract to provide me with good customer service.?

At no point have I received an apology or an offer of compensation for the time I have had to waste as a result of the poor service I have received from BT.

I am currently in the process of looking into the matter with the assistance of OFCOM and the ombudsman.

I will make my views known in appropriate services because to be honest I have heard the same complaints from many other people. I certainly won't be recommending BT or using them again. The end of my contact can't come soon enough!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Sonerset BT  
Worst broadband ever. Their customer service is a joke. I have called them 19 times in 6 months its like they dont talk to each other as I always have to tell them the whole problem again. I have had problem after problem and its only been a year
  • Speed
    2 stars
  • Reliability
    2 stars
Greenford BT  
customer service is just so bad it is unreal. Broardband reliability is good its always on just crap speeds are not as they say the poor customer service team keep telling me you have good speeds. All is working fine i don't think so 5 mbps on wifi and 22mbps on cable with bt infinity 1.
cant wait to leave very poor
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
worksop BT  
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.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Bristol BT  
Tried to switch to paperless billing as BT charges £2.50 per month for paper bills. Went online, clicked the option to switch billing method yet the paper bills and charges keep on coming. Have to call every month to get them to credit the charge but they seem incapable or unwilling to fix this problem.
  • Speed
    2 stars
  • Reliability
    2 stars
Edinburgh BT  
Unless you are desperate for BT sport steer well clear! I have had 7 weeks of hell dealing with these people and 16 phone calls. Initially ordered on 6/10, online via top cash back, that order was cancelled, re-ordered on 10/10 that order also cancelled. Apparently my line still belonged to my previous supplier. The 3rd time I ordered over the phone which meant I have lost out on £105 top cashback. They assured me I would be connected on the 7th Nov. My phone was connected on 14 Nov, Broadband on 21st Nov so over 6 weeks after initial order placed. I lodged a formal complaint which BT have failed to give me any resolution on and asked to be compensated but have been told there's no chance of that and I cannot cancel as I am now in a contract with them! This is by far the worst company I have had to deal with. Please steer well clear like I say unless you want the sport! 16 calls to them in 6 weeks, dreadful!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Redruth BT  
Horrendous"service". No broadband for 2 weeks. Constant phone calls to try and get it sorted. Promises of "some one will call you back". Believe me - that never happens. Been on now for 3 days and told Im going to exceed my allowance. Worst decision I ever made to move to BT. DON'T BE TEMPTED. JUST DON'T DO IT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Adlington BT  
They promised me broadband speed of 6-8mbps when I signed up, and I've never had more than 2mbps. 6 weeks later, still no closer to them even admitting there's a problem.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Southbourne Dorset BT  
Poor service yet again from BT. I wonder whether any of their departments communicate.. I have TV broadband and phone with BT... I recently became eligible for Netflix free as part of my package.. Signed up for it... I enquired as to me having Netflix in the past and cancelling my subscription would be a problem as its the same email address I use now... I was told no problem... And yet on setting up my new box which took 25 minutes , only to discover Netflix not working... I then phoned BT only to spend a further forty minutes of my time talking to asia, only to then be told oh the department we need is closed ... I will have to call you tomorrow... Apparently I should of received an email from another department... Of course, standard with BT... Said email has not been sent... Every time I use BT for any sort of upgrade it is never straightforward or simple.. And always involves being pushed from pillar to post and taken forever to be resolved....I have come to accept that this poor service is just the norm from BT... And that yes of course most definitely means no not possible...i am infuriated by their incapapabilities
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
sittingbourne BT  
Absolute rip off. Expensive for terrible internet speeds. They charged me an extra £5 without contacting me and added BT Sports onto my account, which I had to go through an hour of talking to non english people to get a refund on it!

Prices then went up without allowing me to leave my contract.

Threatened with a fee of £130 to move my internet when I rented elsewhere OR sign into another 12 month contract at a higher price.

So now I am stuck with this company for yet another year!

Stay well clear .. No value for money whatsoever.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Haywards Heath BT  
Why is it BT continually get it wrong. Very simple these shysters increased the price of my BT without my knowledge or consent. Spoke to them and they hung up. Spoke to them and they said we sent an email (didn't get as it was in spam) said your in contract and that's it. How do these lick spittles ever expect to keep me as a customer when they literally robbed me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Omagh BT  
Slowest internet i've used I remember dial up being quicker. I'm surprised I managed to get on to this website. I frequently have to shut apps down to refresh them so they load/turn off the wifi to refresh the connection, absolutly terrible. BT reckon our internet connection is fast (BS). Wouldn't recomend BT
  • Customer Service
    2 stars
London BT  
Extremely frustrating experience, speed drops frequently, customer service is run out of India.
BT should be a flgship Britih provider, but they are sadly lacking in all areas of cstomer satisfaction.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
Bromsgrove, Worcs BT  
Call back service never calls back. You get transferred or they hang up. Accounts are tied to copper landline nobody uses. No technical support is provided. Anything goes wrong and it takes weeks to resolve
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
They are just about making money and increasing charges. They continually increase the cost and tell you they can’t reduce it, yet they offer new customers cheap deals. They make it difficult to exit their contract and if you change anything your 18 month contract automatically renews. This industry needs regulating it is disgraceful how they operate. These are meant to be industry leaders.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Rossendale BT  
Customer service is having to wait 30 minutes for an answer, then another 30 minutes for the "technician" to mess about. They then tell you that it is all OK now but will have to wait 24 hours for it to reach full speed. 2 hours later broadband is running goin so slowly that my e-mail server is timing out when retrieving mail. I suppose that I'll have to go through it all again tomorrow!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Llanharan BT  
Customer service is abysmal. They signed me up for packages that I did not request THREE SEPARATE TIMES in twelve months. Contacting them is a nightmare so I presume they think most people will give up and accept the unasked-for charges. Their support staff seem to not care one jot. A deceitful firm in my experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Midlands BT  
Incredibly rude and unhelpful customer service, extra charges for services I was told would be free. Cannot express how much you would be better off with any other company. I joined them because i wanted broadband for my children s school work i also got land-line, they joined me with no problem but after the first month they got the bill and when they'd received the bill they suspended my broadband and land-line for 2 weeks, caused me so much trouble, id advised any one with children to never join BT because its a completely terrible service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Keighley BT  
Most shocking customer service Ihave probably ever experienced ! Systems and ways of ordering are utterly shambolic ! I moved house and could not get my new service sorted despite many phone calls and hours of my time . Told something different every single time I called . Got given a 2 month post move date for activation then when tried to order new order online got given a date for a week ! It’s a complete joke of a service . I have been with lots of internet providers none of which have been great but BT tops it by a million miles as most shambolic chaotic service with systems in place that are inadequate staff that are either useless or are completely crippled in what they can do by their computer systems . Would not recommend to anyone and as soon as my contract is up I will be leaving no matter how good their tv packages are ..... it’s just not worth the hassle when things go wrong , If my dealing of problems in
My job we’re the same I would have been sacked a long time ago !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coates BT  
All I wanted to do was move house and take my telephone and broadband with me - Sounds simple, well it was until I had to change my moving in date.
Phoned BT up and spoke to India, said I needed to change my moving date but Bless them, turned out they only changed the installation date and not the cut off date at my old property. Found out when first my broadband went and then the telephone. Had to then use my mobile to call them up but for some reason I couldnt have my broadband back, so for almost a month on dongles.
Three months later I think I've got my £130 charge for moving refunded but will have to watch this space.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Hailsham BT  
For the past 3 weeks I have had problems with my bt broadband dropping out. It had completely gone for a week. On calling BT on 15/10/15 I was told there was no problem with my line. I called back 10 minutes later when the broadband went done again, and spoke to an alternative advisor, who told me there was a deep problem with my line, and that an engineer would come out the following Monday. Having taken the morning off work and waited in from 8am to 1pm for my engineer visit, I then called BT to ask where the engineer was. It took me 40 minutes to connect to an advisor who told me there was no problem with my line and the engineer didn't need to visit. Wonderful that they didn't let me know that before I stayed in all morning. Only the problem has not been fixed. Having waited an hour to be put through to another advisor, who told me that a technical expert would be in contact in 48 hours. I have now received after 44 hours an email to tell me to check my connections and offering a paid for technical advise service - so far have spent about 2 and a half hours on hold, been passed from department to department, and still have broadband that cuts out. Having asked their complaint procedure I was told I would receive an email detailing how to complain - surprisingly it did not arrive. I cannot wait until my contract finishes, as I will under no circumstances renew with BT. Customer service is absolutely dismal and dealing with their advisors is frustrating and useless. Perhaps if I stop paying my bill, someone will contact me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
lancashire BT  
Very bad bt just not care unhelpful on the phone. 6 hours on the phone. Stay well clear if you can ! Very bad service. They have the monopoly on phone line !
  • Speed
    2 stars
York BT  
Speed check is shocking, considering I was getting a faster connection in the North of Scotland with BT. The wireless is awful Hub V1. I live in a small 3 bedroom house and my playstation 3 cannot connect when downstairs as hub is upstairs
  • Customer Service
    3 stars
  • Speed
    1 star
Tattershall, Lincolnshire BT  
Sorry to say, just about the worst Broadband reliability ever and after suffering for 4 years am going over Infinity 2. Will report back in due course. The customer service from India is 200%, they are so attentive and if they say they will call back in 2 days at a given time, they do. Pity the rest of BT cannot do likewise.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Burton on Trent BT  
We moved and needing reconnecting. The date we will given didn’t go ahead and had to wait another week. This is the worst customer service I have ever experienced. The staff really don’t care and don’t want to deal with you. I wish we didn’t sign up again and will be looking at leaving them in the future. Be aware people they take your money and don’t do what they say they will.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gloucestershire BT  
I have just moved house and was going to transfer my BT Broadband to the new address however when looking into things i saw that my original deal had ended and that I was now paying £47 and i don't even use the phone as I have a digital number, BAD DEAL In my opinion they should have sent me a letter regarding the new increased charge. I phoned up Sky and they can offer exactly the same deal for £17, so much better and you are effectively getting exactly the same thing. So I called up BT to cancel my package and they said that I needed to give them 30 days notice and pay a cancelation fee of £31. All in all this a lot of money wasted and I will not be returning to BT because of this.Yes this stuff is probably all in the small print but in my mind this is just a way of fleecing consumers because people don't tend to read this stuff, and they know it. Not impressed BT, short term thinking.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
Lewes BT  
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  

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