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
Like many rural users BT doesn't really want to know about our problems. Faults take far too long to get fixed, if they ever do and there seems to be no urgency to address the problem of abysmally slow speeds.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Orkney BT  
Over the last 10 years we've been with Telewest / Blueyonder, O2 / Sky and more recently with BT and BT have proved to be far the worst in terms of quality of broadband (ADSL) and customer service.

The broadband is unreliable and struggles to cope with SD streaming and any other activity, frequently dropping out and requiring a reset. I've followed this up with technical support with little improvement. The Wifi dongle sometimes just cuts out, needing to be unpluigged and reconnected to pick up a signal.

To cap it all, our landline stopped receiving incoming calls 2 months ago and counbtless calls - during which I have to repeat the issue every time - it is still not fixed. Unsurprisingly we are cancelling our contract and moving to Virgin. It cannot possibly be worse.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Whitley Bay BT  
Ok, BT. The first product I bought with them was a BT Wi-Fi contract for a year. Half a day spent on the phone swearing and despairing, as their software could not process my credit check (no negative points, 1 credit card, previous credit-checked long terms contracts, etc.). Eventually, after much frothing at the mouth, my partner got to speak to someone sensible who set the service up.

Flash forward. A year later, setting up BT broadband. First the quoted engineer fee is charged even after I'm told there is no need for an engineer visit. Then the BT Hub doesn't arrive - at all. Then the new hub does arrive, but is missing a part without which it cannot be set up. Then I am patronized on the phone by being told 'it definitely was included, it is there' even after I have checked multiple times. After much foaming at the mouth, I am despatched replacement parts. Then the invoice comes, with a double delivery fee charged and the contract fee charged from the day when the Hub wasn't even delivered.

Boy, I don't think you could do worse, BT, I really don't.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
Struggling to describe the quality of BT fibre broadband without the use of swear words... Total dog crap springs to mind. The reliability and speed is shocking, almost from day one I have experienced regular outages in service. Can't wait for my current contract to end. I will never buy into a BT broadband package again!!!
  • Customer Service
    2 stars
Leeds BT  
Terrible customer service. BT left me with no broadband for 6 weeks because they said it was an Open reach problem and Open reach said it was a BT problem (even though there the same company) I was passed from person to person hung up on 6 times and promised 7 call backs that I never received. And when enquired about cancelling my contract I was told I would have to pay the cancellation charges even though they weren’t providing me with the service I was paying for. When they finally fixed the problem a very rude manger said all they could offer as compensation was my money back for 4 of the weeks did not have service and that money would only be offered as credit on my BT account not put back into my bank account. They also charged me a extra £130 for an engineer visit that was supposed to be free because my home hub was not working and when I asked for that money back they said they couldn’t do it because the ONE person out of the whole company that can do that wasn’t in. So I still have not got my money back because that one person still is not in and they’re basically refusing to give it back. I would STRONGLY advise anyone considering BT as there broadband provider to go else where. They are a joke and will just take you for a ride to try and get as much money out of you as possible.
  • Speed
    2 stars
Scotland BT  
If you're with Virgin at the moment and tempted to switch to BT because Virgin don't give loyalty points to long time customers, pls don't. You'll end up wishing you're still with Virgin. Internet's so slow, programs don't appear on its TV guide. Can't wait for my contract to end.
  • Customer Service
    2 stars
london BT  
Like most providers they sell you a package that quotes an "up to" speed. I was sold speed "up to 17Mb/s", what I have got is maximum of less than 8Mb/s and a minimum speed that is so slow it will not even load the speed test!!!!!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Dorset BT  
Easy to renew contract for phone and broadband. Broadband speed quoted as minimum of 53 mbps but getting only 30. Router log shows internet connection dropping out betweeb 20 and 40 times per day, generally during busy periods. Definitely not getting value for £55 per month. Telephone on same line having no problem.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Hook, Hampshire BT  
If I could have given less than one star for reliability and overall satisfaction I would have. Truly appalling broadband with signal drop several times a day, this was over a period of nine months despite numerous calls to customer service who claimed to have "identified and fixed" the problem. If it doesn't get sorted this time, I'm going to Trading Standards.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Preston BT  
The customer service reps are completely Useless. I had intermittent internet connection for about 4 months where suddenly the connection would drop and not connect again. I had to get 3 bt engineers out which all said there was nothing wrong even when they saw the problem happening. This resulted in my diagnosing the issue myself and actually fixing it myself! The came a time which now my BT Vision box doesnt work, my recordings fail or my chanels get Pixelated. broadband and aerial are fine which all points to the box. BT would not swap this out for me but sent an engineer out who was 2 hours late and all he did was a rest on the box. The following dady i checked and it still wasnt working so going back to BT they not expect me to run all these checks again! The customer service and engineers are useless so dont waste your money on this company go for a better one where you will get the service you pay for!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Basingstoke BT  
Unhelpful customer services, the company seeks ways to incur charges on every occasion. Example: agreed payment date for 29th of the month and on that date they disconnect services and add 12£ charge. When called up the customer services speak like politicians, no logic in it and talk to talk and waste your time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
I cannot believe the customer service! I called the 0800 number to discuss my present package. I spoke to a male who continually yawned throughout the conversation and didn't appear to have a clue what he was doing/saying.I thought he was under the influence ! I put down the phone redialled and a female answered this time. Not very clear on what I was asking and couldn't multiply 12 x £1.22. She told me she wasn't a numbers type of girl ? I asked to speak to Team Leader or manager but conveniently no one was available. What awful service and quality! BT don't deserve my years of loyalty and money. I dialled the number which costs you and asked them to call back. This time I got a polite trained operative who knew what they were talking about. Will now look for an alternative after 30 years.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Scotland BT  
Avoid BT at all costs!! Overpriced and appalling Customer Service!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Rhondda Cynon Taf BT  
BT is an absolute disgrace. I informed them about moving house 2 weeks in advance and 4weeks after having moved I am still waiting for my connection to be activated. They have made me wait half a day for an engineer twice. The appointments were not cancelled, BT simply didn't show up. I would strongly recommend to stay away from them !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
Forever having direct debit problems on monthly payment plan of £53 a month so I can budget, BT just help themselves to double from my account most months and I have tried to call numerous times to rectify and it goes back to normal for a month then back to double payments again. Have been cut off by rude indian staff numerous times after spending half hour explaining the situation. One woman "anya" was so rude on the phone to me and shouting I said I would report and she said she didnt care and hung up!! Worst customer service ever they have no clue and spin you stories and are very rude!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Ely BT  
I've never received worst customer service in my life than with this company. Went onto the live chat as I was charged quite considerably more than what I should've been for my bill. So after just under an hour of speaking to 'aditya' male or female who knows? She said let me speak to my supervisor... a few minutes after receiving that message, he/she left the chat. Leaving my problem unsolved and I didn't receive a phone call or email or anything in response. He/she was quite happy to just leave it at that. Undoubtedly the WORST 'customer service' I've ever received. The broadband speed is good ill give them that but apart from that I wouldn't recommend this company to anyone unless you want to be ripped off monthly and be treat appallingly. Disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Sunderland BT  
I have been a BT customer for over 5 years, recently when I wanted to move to another network provider, there has been lots and lots of issues with BT mainly because they wanted to keep me as a customer. I have received a charge from BT of £550 as a result of me moving to another provider, when I have received this notice, I decided to phone BT and after a chat with an agent I decided that I no longer wanted to move to another provider as a result of the charges. Therefore the BT agent was meant to put what is called a slam on the line but that never happened, the new network provider had no evidence of this happening. Thankfully I have now managed to win this case and move to the other provider with no charges at all. That just shows that it is always worth to fight for your own , no matter how stressful it can become.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Kirkcudbright BT  
DO NOT USE BT! This year was the first time that I have used BT for my broadband services and I completely regret it. Customer service is useless, you have to bug them over and over again to get anything done and it takes on average 10-20 minutes to get through to them. They made mistakes which led to me having issues and even my installation was delayed multiple times. They charge you for anything and everything and even the cancellation fees are more than with any other company. I will never use BT again and definitely recommend Sky or Virgin over them.
  • Speed
    2 stars
  • Reliability
    2 stars
London BT  
54mbps on a guaranteed 100mbps minimum line. I was told 80 down and 20 up were my minimums, I get 54 down and 8 up.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Derby BT  
Honestly I can cope with the crappy broadband speed, what really pisses me off about bt is how often there’s a problem and we just lose internet all together. I’m a student and I have a whole lot of my work online, I rely on the WiFi heavily, so when there’s ‘an error on the line’ so it just doesn’t work and I can’t do anything it’s bloody inconvenient. Inconvenient doesn’t even describe it and I would be a lot more vivid if I could. If I could I would give it 0 in broadband reliability and overall satisfaction. Our WiFi has stopped working altogether multiple times and each time they **** around for a while saying that an engineers coming and then that there was an error and they can’t so it’s delayed and I end up going weeks paying for extra data and piggybacking off the school WiFi and my friends hotspot which costs me money and isn’t good for anyone. On top of this because of where we live I don’t have service anyway so I’m not contactable for a while and can’t do anything. The only reason I wouldn’t give customer service 0 is because I have pity for the poor ******* who work for this company. We pay £30 or something a month for this and honestly I think we should be paid for the torture which is using bt.
NEVER USE BT, ITS HELL. (Especially if you live in the countryside).
  • Speed
    2 stars
British countryside BT  
BT infinity with Hub 5 - dont bother.
The speed is not the issue. Works fine when it works but it constantly drops and BT have no idea why.
Have had 4 routers in 18 months. Still got issues now.
Once the router failed completely and had to wait 3 days for a call back only to say they will order me a new one. Another 3 day wait.
Connects to andriod most times but hates Iphone for some reason.
18 months is over so now cancelled. Sky was better before even if slower.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Midlands BT  
I am absolutly disgusted with this company. Its an absolute joke. We signed up in September and after issues with them connecting us its been one thing after another. We are still waiting on a £45 reward back due to how much of a mess around we have had. We repeatedly had to chase everything up and each time speaking to someone different. Once our contract is over we will be going elsewhere. If I wasnt so annoyed I would laugh at how pathetic this company really is. The last time we were with BT they used to up the bill without notifiying and thats why we switched over. This time round we thought we will give them another try and we wish we hadnt!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Scarborough area BT  
Customer service is appalling. Customer services are farmed out to India who are generally unhelpful. After 2 months I gave up trying to get my e-mail set up and got an outlook address instead. They still send e-mails to me at a Google address which I don't use even after telling them that they were using the wrong address. As soon as my contract expires I will be moving to an alternative provider. All in All BT should be avoided
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lancashire BT  
For several months my Homehub 2 was cutting out. I reported it twice and was fobbed off by customer services who said it was - connected to wrong socket/interference by microwave/cordless phone etc etc. They would not believe the homehub could be faulty.In the end I bought a Homehub 3 from ebay and have had no problems since. They appear to have logged only one complaint even though I complained twice earlier this year and refuse to compensate me for several months bad service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Solihull BT  
Terrible customer service. Disconneting calls, staff saying over and over this same without listening, not helpful at all. Delay with connections, no help during the weekend. Sending not updated bill. Broadband slower than others company. AVOID
  • Speed
    2 stars
Manchester BT  
Absolutely terrible provider. Have run tests over 30 days and I have not received above 33mb but pay for 64mb. 1 minute it is fine and the next it will slow down to below 1mb at times. I 100% will be contacting the ombudsman to have the contract contested.
  • Customer Service
    2 stars
  • Speed
    2 stars
Nuneaton BT  
I've been a BT Broadband customer for 13years now, the fast its been is 210Kbps or 0.21Mbps. The longest I've had in without breaking down is 6 months, the engineers do their best to fix the line. It's just BT who will not and never will update the line, I have been told I'll never get fibre superfast broadband. Because of where I live, they have never been helpful about my situation...
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Reliability
    2 stars
Maybole BT  
Can't wait to finish the contract, bad experience with customer service. The router is advertised as most powerful when it comes to signal but is the worst router I have ever had. Try to obtain the id and password to instal my own router but the customer service failed to help me. We live in a flat and the signal can't travel from living room to my bedroom or my kid bedroom and let me tell you is not a huge apartment. The router resets at least 3 times per day and that in the middle of the move, very frustrating.
All in one bad experience with bt fibre.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Swanage BT  
Just learnt have been out of contract for 2 years and paying the standard fees and at not time being notifired of comming out of contract

Complained and got a standard letter telling me the terms and conditions of the contract only

Tried to negotiate a new package and the difference was £5.00 reduction from my original cost of the broadband and I had to keep my old hub which is 5 years old

Caller seemed to think the cost compared with Plusnet was down to spead so if you have to wait a couple of seconds more for a £12 saving thats no problem plus some benifits including a price freeze over the term of the contract

Surly if you are in contract thats the price you pay over the term of the contract obviously not as I was advised it can be put up with out warning

Been with BT 35 years no point in being loyal
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Thundersley BT  
I initiated a home process, so far so good.
An issue with trying to get BT infinity in my new home, even though the BT online checker said it was available. This was due to it being a new build and it needing a new phone line. I was told by the home move team once the service was installed they would review line speed and upgrade to infinity free of charge. Good so far.
Open reach turn up to the house to install the service (phone and BB) and line. To be told that i need a specialist to to the work - this even though they knew it was a new house. The builder had run a duct to the pole. Apparently it is a specialist job to do this. I'm then told it needs a sight survey and its 5 days before BT get date for this from openreach. I'm also told this was now being case managed. This is BT speak for - no one else in BT can talk to you about this and you can not get direct contact with the case management team. I assume this is a way of avoiding getting calls for frustrated customers.
Finally get the work done for engineer to say the original guy could have done this and was being a lazy so and so.
I now find my online bill is charging me for services for certain dates that i have not had.
Tried contacting BT about this, and guess what it is still with escalation team and they cannot contact them or raise it with them and I have to wait 5 days for the review date to come around before I get a call - if i ever do - as this has never happened yet.
What a great way for you to be managed and have no one resolve this as you can not get in touch with this team.
Time to move me thinks
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lincolnshire BT  
All OK for the first couple of years - just one major outage that lasted for two days.

BUT...last 12 months has been totally unreliable...last month absolutely unusable at times with slow speeds and drop outs many times each day.

They keep insisting that there are no external problems in my area when I know for a fact that many others in South Birmingham have similar issues + the industry watchdogs have logged dozens of outages with BT Broadband.

Virgin Media here I come!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
BIRMINGHAM BT  
I was with Sky broadband and decided to move to BT for 12 months as it was on offer for the same cost and I'd have BT sport included.
The reliability and signal strength of the router they so proudly advertise on their adverts is terrible. It has where near the range of my previous Sky router and drops connection. BT give you a 14 day cooling off period to cancel their services. The problem is it took over 14 days for the switch to take place from when I placed the order. Therefore I didn't know how unreliable their internet was until it was too late to cancel.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Chertsey BT  
Used to be excellent now really dire
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Woodside Perthshire BT  
broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going vacancies January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yes with sky.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
La13 BT  
Awful service! AVOID ! I was waiting for their engineer for all day which never turned up. At the same time BT bombarded me with warnings that missed appointment will cost me £130! It seems my time does not cost a penny ! To resolve a problem it takes 40 minutes of holding and listening their arrogant music. The problem never gets resolved from the fist attempt. What a shame! If I knew, I'd never sign contract with BT.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
London BT  
broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going back January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yrs with sky. I'm sure Bt have plenty of satisfied customers but sorry not me.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
La13 BT  
Indian office needs education in IT at least to support somehow for now they just sitting there and talking nonsense to people. Every month I have to book an engineer appointment because of connections drops. Worst thing they trying to cover it with Openreach when they are the ones who are useless. People if you have any other offer then BT choose it.
  • Speed
    2 stars
London BT  
Leaving BT today Appalling customer service, billing incomprehensible both written and verbal. Institutional rip off the worst kind. Do not use these idiots
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Belfast BT8 8DA BT  
The most disgusting customer service I have ever experienced. I moved from talk talk thinking that BT had better service and it would make my life easier, what a mistake that was. I was offered a £10 a month contract when I joined but was charged £23 a month in the first month. I have now since spent a month making hours and hours of phone calls trying to resolve this issue, only to be accused of being a lier, on several occasions, by there very poorly trained customer service team based in India who said that I wasn't offered this contract. I have been told on four occasions that someone would call me back which has never happened, and even when I eventually got confirmation that I am on a £10 a month contract, I got a call the next day to say that I wasn't again, and once again accused of making it up. I am so furious I have reported it to trading standards. I cannot stress enough STAY AWAY FROM BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
BUCKINGHAMSHIRE BT  
absolutely disgusting customer service, taking over a month to speak to appropriate people within organisation due to poor service in the first place. Get the feeling they are taking customers for granted!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
dorset BT  

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