BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

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

Based on 1334 customer ratings since 2023-06-17 (Show all time ratings)

Visit BT   Read our BT buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,598 Customer Reviews over 90 pages

  • Reviewer
    Location
    Chiswick
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    On my Dads death I took over the BT broadband account only to discover BT were ripping him off over £80 for the basic broadband service. I relayed my utter contempt and disgust and camcelled the service. Do not use BT or deal with this company is my recommendation.
  • Reviewer
    Location
    Chiswick/Acton, London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Opted for fibre optic given long distance from Exchange but pretty diabolical all round

    Pros:
    Netflix works well (only tried in evening)

    Cons:
    - Consistent connectivity problems during the day (off peak!)
    - Poor quality VoiP calls (mainly Skype)
    - Incredibly poor support, helpline performs speed test and that is their key to connection being ok
    - Any further support must be through their paid for service
  • Reviewer
    Location
    chorley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    here goes,24 july moved to new address.No phone line till 20 August,No broadband till 1st september.BT wanted a bill for £107 ! still trying to work out why.Broadband speed less than 1 meg,(this is on infinity 1) to this day still not right.Over 30 phone calls to india i might as well phone saturn have more chance of getting anything done.Call centres a complete waste of time,they do not talk to each other,i have to relive the nightmare over and over everytime i ring.Groundhog day!.I have a solution to the problem ,i think i will take a 3year telecoms course,and at the end of it try and fix my own broadband.please please please do not get your broadband off BT you WILL live to regret it.Bring back dial -up its quicker than BT.
  • Reviewer
    Location
    Chorley, Lancashire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Overall for several months I have found the BT broadband and TV service to be very poor the customer service to be polite has been an absolute shambles.
    For over three months we have had erratic broadband service with frequent outages; the BT Vision has not worked at all for weeks. I have Open Reach technicians send hours here, the last one diagnosed a fault underground in December but as at the 22nd February it is still not resolved. The good news is that we have a new cable on our property connection the distribution box under the footpath outside my house which comes on to my property via a new trench dug through my garden and drive but the bad news is that it ends in 3 Metres of loose unconnected cable lying on my drive - a chocolate teapot at least have some use since we could eat it...
    The worst part of BT's (total lack of customer service) is having to deal with the BT call centres which seem to be in India. The people there are doing there best to provide service but the whole BT customer service system when there is an ongoing fault is in a state of absolute shambles. I have had dozens of discussions with the call centres, most of which result in total frustration on my part since the call centre folks are only given part of story by BT Open Reach folks which has resulted in hours of wasted time on calls and call backs.
    My requests to speak to someone in the UK who is dealing directly with resolving our Broadband/TV service meet with a complete blank refusal. I ask to escalate my but all I get is someone else repeating the same half true stories and then being met with continued unfulfilled promises as to when my service problems will be resolved.
  • Reviewer
    Location
    Chorleywood
    Reviewing
    BT
    Date
    Comments
    If could put 0 stars i would.I have been with bt for years but always have problems with BB.prices are getting ridiculous and customer service is non existent AVOID BT LIKE THE PLAGUE WOULDN'T RECOMMEND TO ANYONE.
  • Reviewer
    Location
    chorleywood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    we 're supposed to get 20mb but are getting less than 1/2 a mb
  • Reviewer
    Location
    Church fenton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I cannot put into words how bad BT are. I can safely say that they are the WORSE company i have ever had the misfortune of dealing with.
    There staff are poorly informed poorly trained and they even cut me off when they couldn't sort the issues. I swapped to a business line as they told me i would get a better broadband connection.. only thing thing they are good at is billing you. They swapped my line to business and kept billing me for residential too. 10 months being charged double..
    This company needs a serious overall. If i could put a minus score i would. If anyone out there could avoid using BT i would higly recommend it.
    Complete utter wasters. Service rubbish customer service rubbish.
  • Reviewer
    Location
    Cilcain
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shockingly, shockingly bad. Getting 2MB in a 20MB package when people in the same area are reaching 10-16MB. Add to that constant dropouts for a minute or more every 15 minutes.

    Went through various procedures with someone in India for 3 days, trying everything, only for him to conclude that he couldn't fix it, but the system wouldn't allow him to book an engineer visit. Asked to speak to a supervisor, and line was cut. Sent a complaint - no answer.

    Woeful. The worst experience of Broadband in 15 years.
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Incredibly angry about BT's service. Switched from Sky because of promise of fire optic which after 2 weeks was told wasn't available. Then a long string of problems. No managers ringing back when promised. Then even the standard copper broadband order didn't go through because of a problem. Endless problems and terrible customer service.

    Don't waste your time with BT, go to sky or whoever else.
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Comments
    Customer service ok good but service in general utter Tripe!!
    And to cause insult to injury I nave just been charged..supposedly 'out of contract a total in excess of £46 to cancel this pile of pants!
    Blooming nerve! never again!!!!
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Awful service. I ordered over a month ago. Was given an install date for an engineer to visit my house. He never turned up. They never called. I called them to be put through to a Indian call centre to be told i would get a call back within 48hrs. I received nothing. two more times i called two more times waiting for a call back... nothing. How they can run a company i do not know.
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Comments
    An explemary example of a company totally out of control.Moving to BT ? A unique experience. Duplicated customer accounts , billing cock ups, unintelligible customer service reps , the list is endless. Commenced service early December with promises of this speed and that. Result no where near ! Switching supply to another provider . Interesting that responses to emails to customer service take forever but cancel and you get one in two hours ! So on an 11month unexpired contract at £40 per month you can expect to get one of these emails.

    As you're still within the minimum term of your contract, you'll need to pay a charge for each month you've got left. We expect this to be £469.96 by the time you move.

    You'll also need to pay:

    £65.00 for BT broadband equipment charges
    £152.09 for BT TV equipment charges.

    This email was just after receiving one offering higher speeds e.g 76 Mbps if I signed up for 18months irrespective of the fact current contract is 52 Mbps and actual is 32mbps if you are lucky. Forget writing to OFCOM they are weak and totally unable to control BT. Lots of very bad publicity is what is needed ..
  • Reviewer
    Location
    Clacton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company ever. Costumer service agents are rude and liars upgrade you with out permission. Will not recommend to my worst enemy
  • Reviewer
    Location
    clacton on sea
    Reviewing
    BT
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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
  • Reviewer
    Location
    Clacton-on-Sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    May I advise anyone unfortunate enough to subscribe to BT Broadband to check their phone bills. BT continued to charge me £3.72 per month for BB Talk Evening and Weekend Plan for months after the BB Talk service was discontinued.
  • Reviewer
    Location
    CLACTON-ON-SEA
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have been a BT customer for a number of years. Prior to this I was with AOL. I packed them up as I got fed up with endless calls from India (or wherever) trying to talk me into unwanted upgrades.
    I am a fairly low user of both phone and broadband, but on the whole I have to say I have experienced few problems. I guess I am probably paying too much for the amount I use but, as the saying goes, 'If it ain't broke-don't fix it'.
    After the first year, like most companies, they just throw you a few breadcrumbs to keep you with them. If you pay line rental 12 months in advance you save a few pounds, but at the same time, it locks you into them for the said period. They also throw in the number display and associated items worth £1.75 per month- big deal!
    A friend of mine was with Talk Talk (I seem to remember). He had a fault that was found to be in a waterlogged telephone service box out in the street. This apparently comes under the jurisdiction of BT. He had an unannounced call from a BT engineer whilst he was out and (If I remember correctly) had around £80 added to his Talk Talk bill. They told him it was up to him to contact BT. He just could not be bothered- which made me a little cross at the time, but it's his money.
    Hence I've decided to stay put- at least I know I just have BT to deal with. I can't substantiate this but I would assume that in cases like my friends situation BT probably prioritize their own customers.
    Why it is called BT when the majority of their call centers seem to be abroad- goodness knows.
  • Reviewer
    Location
    Clapham South West London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    BT is quite inefficient. I cannot access my billing. Whenever I want a new password the activation code will not come with email open. The BT page will not work on top of open email. Basic inefficiency.
  • Reviewer
    Location
    Cleveleys
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely vile to go for. Awaited for 3 weeks now. Got our first appointment last week and the engineer could be bothered coming out, got told we had been booked in yesterday 1/09/2021 and they changed it to today 2/9/2021. To then find out the engineer has not been bothered to come out again. Had a text to say they will review and book me in for a couple weeks time. We live in an area of no service and need internet and when they make 4 failed promises on us and don’t stick to their agreements it makes me think is the owner actually disabled? Does he has something wrong with him? They’re lying scumbags who just want your money and won’t provide a service. I’ve got better chance of having a gangbang with the hottest pornstars than them following through with their promises. Ugly little turds.
  • Reviewer
    Location
    Clipstone
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely disappointed with BT and the service. Cancelled and charged even tho bt can't supply my property with gauranteed speed. It appears money is more important than customers
  • Reviewer
    Location
    Clitheroe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the worst isp we've ever been with. currently getting speeds of approx 0.5mb/s and 600ms ping. called the customer service several times, they have been no help. lost cause of a service. also it became apparent that when we bought fibre optic and they installed it, they were supposed to install a new splitter for the phone/internet line but they left us with an old outdated one. outstanding.
  • Reviewer
    Location
    Clowne, Chesterfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The broadband has been 100% reliable. Fast connection for 2 years, no downtime pretty much. Pretty good. The downside has been I paid for an upgrade to BT sport and got a discount to the sport in return for starting 2 year package again. However....I asked before I signed up if I didn't proceed with the BT sport (there's always a 30 day cancellation period) if I could go back to my original contract, and they said on the phone, yes it would be reverted. I returned the sport, but they didn't revert it. They still added 6 months onto my contract (even though I wasn't getting the £7 sport discount) and just decided to give me a reduction of £2 to my broadband (which I never agreed to). This is pretty bad. So i called them...customer service said they'd change my contract back to original dates. I realised 3 months later, they didn't change anything. So I had to call them again and then they admitted they can't actually change it back to the orginal, so sent me an email saying I could leave at my original date, even though my contract says an extra 6 months i didn't agree to. So again: broadband speed etc - perfect, no issues. Just don't sign up for any upgrades to sport etc or any upgrades offered over the phone mid contract as they are shady and sign you up for deals you never agreed to.
  • Reviewer
    Location
    Clydebank
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    We've had difficulties with our broadband service for almost a year. Every time we answer the phone the router goes off. Tablets cut off, desktop courts off, our sons UNI work cuts off, its a joke.
    I have been told its because we have trees near our home, I've been told its because we have a number of devices in our home and my favourite has to be, its because of the wet weather. We live in Scotland for God sake, it always rains.
    My recent attempt to have this sorted was 18/8/17. I was told what I knew, its either the socket or the filter. I was told I could buy a filter locally as they are fairly inexpensive and, if I know a local electrician I could get them in.
    Eventually got an engineer appointment booked. I got two texts reminding me of the booking, and then a third to tell me my broadband was working fine now and the engineer had been cancelled. Yes, they had magically sorted the problem by doing absolutely nothing to rectify the phone cutting out. I phoned back and the appointment is back on apparently, but with a different type of engineer. Let's see where this goes.
  • Reviewer
    Location
    Clydebank
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt broadband is OK but open reach are about as much use as a litre bottle of hot sauce in the desert. You'll get repeatedly asked to wait in the house for people that will never show up.
  • Reviewer
    Location
    Clydebank
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Out of all the Wi-Fi we have ever had this has got to be the worse I’ve had nothing but problems and really really bad connection we were told that other broad brands rented there line but there’s seem to be 100x better than this and we’re told that you would be better but which was a lie
  • Reviewer
    Location
    CM1 2EH
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joined only 4 months ago.
    For 1st 20 days of joining speed was great, then nothing though new installation of fibre plus.
    Then sent me what they called a 'techy' who told me it was because my broadband 'bounces' on my walls, but if I pay more my services 'might' get better.
    In other words blackmail me to pay more to stop problems.
    I then knew I had to leave them.
    They really should be fined.
    Found BT insulting.
    Obviously badly managed.
  • Reviewer
    Location
    Co Antrim
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    My broadband speed was really poor but when I reported this to BT they sent out an engineer within 2 days and fixed the problem. This was only a few days ago and so I cant really comment on the long term but so far so good. Their customer service was excellent.
  • Reviewer
    Location
    Co Armagh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT ARE THE WORST COMPANY I HAVE EVER CAME ACROSS, They are robbers and don't care , I was sent a bill for one months rent of £98 pound within 3 days I got a reminder with a different quote this time for £158 pound, which I paid straight away without question, which I should not have paid, why was this amount put on top, ringing is no good to these people as its run by talking machines, well my contract is up 1st july and I can not wait, and I wont be paying another penny either, £158 pound for broadband and 19 calls on my phone, shocking, if everyone just didn't take their crap and left, they wouldn't be able to RIP people off, only indian call centers and no disrespect but if you are a bit deaf like me sometimes its hard to take in all they are saying ,I will NEVER in my life EVER be a customer of bt again one greedy rubbish company I am just sorry I paid £158 pound yest, after they got payment they restricted my broadband for almost 48 hours, my daughter had to ring several times and almost beg to get it turned back on again goodbye BT,good riddance robbing pensioners of all the money they have 19 calls and broadband £158 for I month.....
  • Reviewer
    Location
    CO ARMAGH
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Not one day goes buy without having problems with connectivity. it takes an age to get speaking to someone and they then get you to test the speed wired, despite repeatedly telling them its with wifi the problem is. They told me the equipment I have is no longer used as it is out of date but they wont supply a new hub. We have the TV package as well, apart from BT sport its crap. Had to get Netflix. Not a patch on SKY tv.
  • Reviewer
    Location
    Co Down
    Reviewing
    BT
    Date
    Comments
    Paying for service not getting how can bt get away with this Takes 2 hours to get through to complain only to be told internet is working Do they think im stupid
  • Reviewer
    Location
    Co durham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Went back to BT for the broadband and infinity wish I had stayed with talktalk. The router has no range unless it's a day old then quite good but as soon as that day is over kiss you're wireless goodbye the router might reach 3 mars bar lengths but that's about it would not recommend no customer service at all BT is a joke stay well clear
  • Reviewer
    Location
    Co. Down
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    It took BT three months and one day to connect my BB. Offered me £9 in compensation. Operate like a garden shed business and wash hands of you even when it's their serial incompetence at fault. Now taking them to court.
  • Reviewer
    Location
    Co. Durham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Have had BT Infinity 1 fibre optic broadband for a while now and never had any problems with it, speeds I am getting are comparable with Virgin and wi-fi has been more reliable. Customer service has been good too when I've had need to raise a query.
  • Reviewer
    Location
    co15 3jy
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    we have infinity and are lucky to get 10gig speed on a regular basis at times it is as low as 8, that is infinity as BT see it, many hours of complaint on phone it improves for a short while then returns to normal.
  • Reviewer
    Location
    Coates
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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 !
  • Reviewer
    Location
    COBHAM
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay for a 30mbs service and never receive more than 10mbs.

    It is impossible to speak to anyone at BT

    Could anyone recommend a better service?
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Wish there was a minus scale! terrible company the worst customer service I have ever had even from the managers. The managers hanged up on me and the BT staff of many occasions lied to me. Took 2 months for them to install my phone line I gave up in the end and got sky out and they installed within 1 week dont ever use them!!!
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Comments
    Would NOT recommend BT AT ALL!!!! Money grabbing!!! Don’t look after their customers get them into a contact to TRAP!!!!!!!! them. Their an absolute joke. Asked to contact me through post if any changes so I can have that ‘30’ day cancellation time but nope still contact me through email knowing fullwell I don’t use it and I just gave it to them to sign me up with. Now they have emailed me NOT sent me a letter through post. Trapped me now but you think I’ll EVER come back you’re having a laugh. To the staff on the phones keep working for a joke of a company
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubish...
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Absolutely amazing for many many years, the introduction of BT Fibre was a game changer download speeds were very fast after the fact.
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    DO NOT GO WITH BT!!
    We set up BT and the extras that came with our package (bt sport and BT player) didn't work! When trying to contact them we were made to wait 3 hours and after demanding to speak to a manager we were told someone would contact us back. No one called us back and after attempting to call them back a further two times we remain unable to get through to the manager and the problem still remains.
    WHATEVER YOU DO DO NOT GO WITH BT!!!

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.