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 11718 customer ratings since 2019-08-14 (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.

2991 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
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  
I was Ok with BT , not the best line speed with drop outs etc but the main problem was when i came to move home. I arranged the move and they told me all would be fine and i would be connected within a week. It didn't happen and they ended up cancelling my contract and told me that as I had cancelled early there would be an early termination charge. I have not been able to resolve this and when i asked them to connect me as a matter of urgency they said it would take another 3 weeks.
They don't listen or care and when things do go wrong they make no attempt to correct it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
GL74BW BT  
My Daughter ordered this system on line, having been lured by the provision of the free BT sports on TV. Other than that she had been happy with her previous ISP. Talk Talk.
I too ordered the same system a day or so apart. (I live a 3 minute walk away)
To cut a very long story short: upon connection it soon become apparent that my daughter could not get BT sport on TV. Over the next 7/10 days we spoke to BT customer service (An appalling service) about this problem. Here is a rough log of calls.

1. Order management office Cardiff (some of the information I was given here was either totally incorrect or misleading, but there was no apology nor solution provided.
2. An advisor in Belfast (Ditto above)
3. An English speaking lady Melanie in the UK
4. Shefali India (promised to call back the next day) and of course that didn't happen even though I gave her my mobile number and it was connected with 5 bars all day
5. Yokes India. This gentlemen was down right rude. So I asked to speak to his Manager ..?
6. Chanda India ( The manager) I may as well have been talking to myself) totally inept
7. Erin (UK) I suspect Liverpool area. At last a young lady who recognised that she was talking to a Customer. "I really do care about my customers" she bravely and genuinely stated. I pointed out respectfully that if she did it would be better to leave BT and find an organisation that would compliment her natural talents and beliefs.

My simple request was this: wether BT sport on TV is free or not. My daughter ordered the system BECAUSE that was the main lure. It hasn't been supplied and no date for when it could be was given. On that basis it is only fair for her to be able to cancel the service and receive a full refund without charges. BT say that because their confusing online order system caught her out, tough luck. If she cancels now not only will there be no refund, on the contrary she will have to pay a cancellation charge.

Only a monstrous, outsized, disorganised poorly resourced Dinosaur like BT could treat their Customers like this and get away with it because they simply DON'T care.

I will never, ever.....use this despicable organisation again for a packaged internet TV or phone provision, even though I have recently ordered the same at the same system. I will have to suffer their disgustingly poor customers care for 12 months as will my daughter (even though she has not received what she sincerely believed she'd ordered)
Then it's Goodbye, Alvida and good riddance .

If you want a good standard of customer care avoid BT or use them at you Peril. They as far away from British as the planet Pluto!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Essex BT  
Absolutely appalling called BT to tell them I was moving home and they told me an engineer would be out to my PROPERTY which they never showed up so I called up to see what was going on an they told me an engineer doesn't need to be out when I had wires missing and I also don't know how set it all up, I explained this to BT for 3 days on the run and they sent me the same wire for 3 days. I really don't know how hard it is to send an engineer out to help a customer out!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool BT  
WiFi drops out every time it rains and is unreliable. It's been 5 months and it's still not fixed.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham BT  
BT a complete nightmare to deal with. The engineer did not turn up after me taking time off work. Worst of all has been the poor customer service - they never phone you back when they say they will. At times very difficult to understand what's being said. I was offered £10 compensation, I refused as I considered it an insult after everything I had been through. Once my contract is up I will leave, any other provider would be an improvement.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Western Isles BT  
BT Infinity fibre optic broadband - one word...poor.
Not a day goes by without the connection dropping out. Speed gets slower in the evening, connection drops and trying to watch programmes via BT TV is hit and miss to say the least.
My old standard broadband with Talk Talk was far more reliable!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
swindon BT  
We live only 30 miles south of central London and we get only 1Mbps and we are unlikely to ever see high speed broadband. So much for the government's commitment to even nearby rural areas. Utter hogwash! We miss out on all decent deals for Internet and subsequent access. Disgusted of Sussex!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
30 miles from central london BT  
Tried to get on bt sports to watch a game but couldn't log on. Their technical advisor got me to try logging on several times over the phone. He then advised me I was locked out for 24hrs because I had (on his advice) tried too many times! They flatly refused to do anything more to assist me. I have since tried to leave BT but they are telling me I renewed my contract 4 weeks ago?!?!? and there would be large termination fees. This didn't happen, they are not forthcoming with any proof that it did but are refusing to let me leave. Customer service terrible stay well away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
lincolnshire BT  
Continuous problems with BT including overcharging, deal issues, terrible customer service, etc.

Just been cut off after waiting on another complaints call for 30 mins before anybody picked up.

AVOID BT or risk spending 10+ hours per year on the phone to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
UK BT  
Trying to switch CON. Once you have contacted your new provider, details are sent from that new provider to BT, but BT send you letters, texts and emails to say you have not cancelled all services and you will continue to be charged by BT for the services. Yet you know you have ordered all new services. So you call BT, they then try to sale you a new deal. You also are supposedly unable to cancel the services yourself over the phone, and they tell you your new provider is the only one that can do that. And so on in a loop of never knowing why BT are not getting the full cancellation from the new provider.
Dishonest conduct, using the prospect of charges to make you call, then to talk you into continuing to buy their services, and you were never actually able to make a diference from the call anyway.
Shame on you BT, trying to steal money whilst hiding behind your contracts of small print somewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Glastonbury BT  
so far sins being with bt iv not being billed the right amount to what i saided up for cos with in the fist 4 weaks when we singed up to 8.99 deal we got chareged 33 pound then even sins then its being eny where from 61pound to 140 wich for only being with them sins may is a bit over the top not to menshon the carp customer care you get when you call them to try and find out why the bill is so much so pleas read the reviews first be for going with em becose there nothing but a rip of for what you get and dont stick with the contract you ask for and sing up with
  • Speed
    2 stars
  • Reliability
    2 stars
clacton on sea BT  
After 90 days I finally managed to get broadband ordered. I had to chase BT up for info all through the process instead of them coming to me and the text messages I received bore no relevance to my order. After all that the final guaranteed speed that they can give is an abysmal 3Mb/s
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Cumbria BT  
Been with BT for over 25 years and the price increased to over £75 pm. They wouldn't budge on price so I switched. Best thing I ever did. My broadband speed has increased from 13mbps to 21mbps even though I'm on the minimum speed (and I was paying for a premium broadband speed from BT). Cost is less than 50% of what I was paying previously.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Congleton BT  
Having changed over to bt a out 6 weeks ago so I could get the motogp racing I can't fault the internet. However, as a bt customer you should get bt WiFi which for the last 4 weeks and daily phone calls normally an 1 hour + long and they still can't resolve the issue that whenever me or wife are out and our mobiles pick up a bt WiFi spot it will not connect, it refuses all passwords or knowledge that we even have a bt account. Basically they as much use as a chocolate tea point and I'm very close to cancelling the package.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
suffolk BT  
OK until something goes wrong. One of the most frustrating customer service experiences I've ever had. I reported a fault on the 19th December and have received nothing but empty promises since. I was initially told that things would be up and running by the 24th Dec. I rang on the 24th and was told to wait until the 31st. I rang on the 31st and was told the line would be fixed on the 4th Jan. I called on the 4th and was told it would be ready on the 5th. Called on the 5th, told it would be ready today. Have just come off the phone having being told I'll now have to wait until the 8th before they can fob me off again. Same excuses every time. On top of that I still haven't had a call divert put in place that was promised to me on the 4th Jan. I've been a customer with you for years.
  • Speed
    2 stars
  • Reliability
    2 stars
Northumberland BT  
I switched to BT because they own the copper wire from my home to the Fibre Dist Box thinking one source if any problems arise.

I have had numerous broadband failures, spoken with many BT staff in the UK and India, all of whom has said they would deal with the problem. One outage lasted 6 1/2 days. I was promised on many occasions that someone would phone me back with progress and diagnostic report. They never did.

As a retired engineer I am appalled at BTs abysmal customer support. I would not recommend them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Ryde, Isle of Wight BT  
For me it was a big mistake to switch from Sky to BT. BT informed me and Sky a date to switch services, but after disconnecting my broadband delayed the new connection which took them 10 days. My several plea to them to reconnect me did not produce any result. Their call centre is in India and they only give lip service. Their only explanation for the delay was "there has been an exception" and they just repeat this like a robot. No matter what number you dial you are always diverted to the same call centre. It is almost impossible to talk to anyone who can take some action. Out of desperation I wrote a letter to their customer services manager in UK, but have not received a reply from them either. In my view BT broadband is no different from other providers but their after sale service is very poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
plymouth BT  
The broadband is okay, not exceptional but okay. It drops from time to time at night but I experienced the same thing with Sky broadband, albeit, less frequently. The things that I really dislike are the fact that when you initially contact them, they tried to upsell me BT infinity, despite the fact that I clearly didn't need it; in addition to this, call and late payment charges are quite steep. I will definitely be migrating once this horrible contract is up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Battersea BT  
I was promised three Mb, but have never had it for more than a few minutes. For months they were replacing lines in the area, during which we seldom had more than 0.5 Mb, and many times my IP profile gets 'stuck' at 130K, and can stay down often for a week at a time, until my frantic telephoning persuades somebody to move their finger to press a button and reset it. I cannot tell you how many hours I have been on the phone.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Reliability
    1 star
wiltshire BT  
I have been with BT for 34 years but have to say, these days they are the most incompetent organisation I have ever had the misfortune to deal with. I won't go into detail re my specific problem but I will say this. It is causing me significant stress and inconvenience yet they continue to break promise after promise. One day this will all catch up with them but until then all we can do is expose them via excellent platforms such as this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Tarporley Cheshire BT  
Absolutely terrible customer service. Was overcharged on a bill and was promised a refund - this wasn't processed so rang again and was told this would be reflected in following bill - it wasn't and in the end I had to chase up 3 times. Now waiting to see if refund comes through. Won't be staying when contract ends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
York 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  
Probably the worst company I have ever had dealings with.The equipment never turned up for ten days and only then when I sent in two letters complaining.I asked theam to cancel within the 14 days they still carried on.When I asked for a credit for the 10 days of service I missed out on they said yes.Then stopped my account as I didn't pay.The reason I didn't pay I was awaiting a credit.Told them to shut it all down cost £137 for 2 months and for ten days of that I didn't have a service but still got charged.Ensure your equipment arrives before the package and within the 14 day cancellation.I have had to pay for their mistakes but it was the only way I could get rid of them.Call themselves British they should be ashamed of the service they provide or not.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Staffordshire BT  
Not been with them long but cancelled this morning absolutely rubbish service,we have gone back to our original supplier . The straw that broke the camels back was no phone and no internet again this morning. Being pensioners nearly 80 years old we rely on our internet a lot. When we went with them we thought that they would come and set it up but you have to do it yourself so l had to get someone in to do it.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Walsall BT  
I have been a bt customer for 3 years, my contract is for 42mb/sec I get about 4mb/sec tops! @£29pcm if your a day late in paying which happens to me a lot as I'm on benifets you get disconnected which includes a charge of £12.99! 5his months bill was £41.98, I spoke 5o a lovely woman in India who was quite helpfull but not overly so. BT is a terrible broadband provider when it comes to the money grabing scheme, as for the actual broadband its slow at best depending on the server your connected to, for example if your watching the YouTube it's slow to the point that 6our video will start and stick to a very low quality like 480p until you manually up it to 1080p, general Internet page searching is not fast like pre 1mb speeds however if connecting to a Microsoft server for xbox I get a good deal 40 odd mb/sec which is great. You can have all this for a mer 29 quid per month. I will not be updating my contract this time and can not recommend at all.
  • Customer Service
    2 stars
  • Reliability
    2 stars
UK Swindon BT  
Bt broadband from BT does not do what it says it will i was offered up to 32mg speed and yet i have never got over 25mg
almost every weekend i get up to 8mg yet i still pay the price for up to 32mg i then get emails asking me to take the higher broadband higher price and supposedly higher speeds yet BT's own engineers state i could never get over 32mg with the line i have now but still they push me into getting the higher broadband just so i have to pay more for the same as i get now something should be done about Bt and there practises
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
bude cornwall 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  
I was charged £130 for a new line even though I had an active line .their customer service is a waste of time, they do not listen they talk like Robots. I am waiting for the end of my contract then I wiil leave BT and never consider them ever again.I will make sure none of my family or friends use them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge BT  
Very unreliable service; especially over the last 3 month. The broadband speeds over the last week have been very slow and my infinity broadband stopped working 2 days ago. Last month my phone stopped working for a week. Customer service is almost on existant. Overall opinion, don't use BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
London BT  
Random disconnects happen far too often, even if I'm metres away from the hub. It can't be relied on. It took too long to find someone in customer support that actually cared. I seriously don't recommend.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
BT  
BT should restructure their appalling customer services operation that has completely ignored my complaints. I shall be moving to a more professional provider as soon as I can, and I strongly advise others to avoid BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gloucestershire BT  
I have been a BT customer for over 10 years (service was okay - not brilliant). It is only today that I had enough.
I will have to pay to have a new router and Freeview box (had them for 5 years now) - new customers get them free.
Its not bad enough that we don't get the same great rates as new customers (my broadband was £20.00/month more expensive than new customers, and that when you do get a better deal they increase the price 1 month into the new contract.
Having contacted them I was told they sent me an email 2 months ago announcing their increases (this email I never received - "must have gone to junkmail"). So I lost out on my free cancellation period.
Now I have been told I have to pay £270 to cancel my contract.
I find this whole matter galling - so I will stick out my contract - but will NEVER EVER again be using BT. Looking into changing the service at work as well. Lets see how much they want to charge for that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
Can't believe the difference, suffered BT broadband for about 10 years, now have basic sky, everything work as it should
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Upminster BT  
i had been with BT for 4 months, and have had so much hassle and stress with Customer Service reps in all parts of the world. Engineers turning up to my properties under the influence of a Class B drug. also non stop on the phone with Managers not being able to resolve my issues and troubles with their services
1. Bt Broadband on and off - had 4 engineers out to assist couldn't fix the problem to then find out that they hadnt activated my line!!!! then they couldn't refund me the days weeks i had no internet~!!!!!
i could go on for ever about BT bad service but would just advise news customers to not go with them and look further. i payed £281.98 pence to cancel their services and was ask to send back there equipment which was shambolic considering i had to pay for installation and the delivery p&p fee!!!!!!!
  • Speed
    2 stars
BT  
Shocking, terrible service! Have called over 4 times to change my plan, then when I thought it was all sorted, they have billed me for my previous package i.e. they didn't change my package....so what the hell was I on the phone for hours for?? Also, I'm only allowed fibre optic which is expensive and unreliable. Live in a small one bedroom flat and the wifi doesn't work in the bedroom....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  

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