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 9343 customer ratings since 2020-05-13 (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.

3,097 Customer Reviews over 78 pages

  • Reviewer
    Location
    hednesford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    got talked into switching to bt business broad band constant dropping off of signal nightmare trying to get through to talk about it passed from pillar to post bt even make it hard to find out how much it will cost to buy out of contract i will never ever use bt again after this
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    When I signed my BT landline plus broadband contract, I was informed it is going to be a 12-month contract. One month before the contract ends, I phoned customer service to give the 30 days notice. I was told that my contract has magically extended. I have to pay £140++ worth of cancellation fee. This is all be cause BT sneakily advertised the landline service to be mis-matched with the broadband, so that we customers will be tricked to pay for the broadband for 18 months. I am a student who are financially affected by the pandemics. I demand my service to be cancelled free of charge.
  • Reviewer
    Location
    Allington Maidstone
    Reviewing
    BT
    Date
    Comments
    very slow
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moving over from Sky fibre broadband to BT FULL FIBRE BROADBAND would be easy I thought, as I was promised minimal disruption. Instead, BT have left me with no internet connection and no phone line for almost a week (and still counting). My wife and I can’t work from home (I am vulnerable), kids can’t be homeschooled, parents can’t call us. Add to that we can’t access our Netflix or Amazon accounts. This is most likely the WORST CUSTOMER EXPERIENCE of my life. I have had to buy a mobile Wi-fi dongle and data card at nearly £100 to give me something in the interim. Gave one stars only because the system didn’t allow me to leave zero. Can I go back to Sky...?
  • Reviewer
    Location
    ross on wye
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    we changed from postoffice to BT and the difference is amazing love the design of the BT router within an hour our internet was transformed fast clear phone line 10/10 thankyou BT recommended people
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved house, requested a change. On the day there was no connection. 10 days later, still no connection. Awful customer service, lie after lie to get me off the phone and no clarification on when we'll be connected. Decided to look elsewhere and cancel our subscription immediately
  • Reviewer
    Location
    Torquay
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been a BT customer since I moved from Sky 8 years ago. Moved the service to the new house 2.5 years ago with some problems with the new set up. Since then I have 74mb up and 18 ddown 24 hurs a day EVERY day. I am now moving to the FTTP 300 mb option and have had the xternal work done (cable from the cabinet 30 yards away) and I'm now waiting for the internal connection, delayed due to the epidemic. I have always found the broadband rock steady and at the speed advertised. I do not use the BT router/wireless hardware as it is far too restricting in how you can set it up (30 years in the IT) industry. No company is perfect but I am a happy bunny with them and would not change suppliers.
  • Reviewer
    Location
    London SW9
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    business broadband is absolute crap. There has been no full week of optimal performance, either constant dropped connections or just download speed below an acceptable level.
    BT is absolute crap for the level of national infrastructure they have unfettered access to.

    I will not recommend the business plan to anyone nor the regular plan as I've used both.

    Customer service is good as there the poor guys always try to help but from a LEAN perspective, organizations that invest so much in customer service to deal with errors have done a very bad job in giving a good service.
  • Reviewer
    Location
    Brownhills
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is the worst provider i have been with. Sky was more reliable and they use they BT line.... go figure??!!. Customer service is the only positive they have in my thoughts. As soon as virgin media is in the street I will be changing provider. I would not recommend BT services.
  • Reviewer
    Location
    East Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I despair at BT nowadays. For the past 2 months, over 20 phone calls to them and several hours on the phone I still have 2 landlines. Is it too much to ask just to transfer the broadband to the other line and then close the first line? Every BT advisor has a different opinion of how to do this. Their complaints procedure is not fit for purpose and they never call me back. Usually half an hour wait to talk to them then constantly transferred. Its time the Government looked at their infrastructure monopoly in the countryside.
  • Reviewer
    Location
    Guildford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful speeds for most of the day, never more than 10mps, and drops right off at 5pm to less than 2mps despite paying for a minimum 16mps. Complaint lodged with them.
  • Reviewer
    Location
    New Galloway
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT broadband has got good customer service, but the connection is an absolute disgrace, it keeps cutting out every 5 minutes, and I had to ring up customer service this morning, and they told me they would try their best to fix it, but overall, a very poor service... STAY AWAY
  • Reviewer
    Location
    B14 6DN
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Reduced speed and no communication from company and no speed test results as opposed to independent speed tests sites which are instant
  • Reviewer
    Location
    Suffolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    after the appalling service we used to get from Sky broadband I think that BT broadband is the best thing since sliced bread!
  • Reviewer
    Location
    North Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt boardband, Connection, speed problems. customer service is shocking
  • Reviewer
    Location
    Northwood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    The service to get connected with BT broadband is worse than in a third world country. I have spent a total of over 7 hours waiting, being cut off , passed round different departments repeating the same name and address details to different people coming on the phone and talking gobbledegook. Aaarghh!,
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    After recently joining BT I was not best pleased with some of the service we got and nothing was getting actioned. However I luckily got a lovely lady called Jinder Kaur from the Leicester office (I think) who promptly resolved the issue and promised to call back which she did and also followed up after Christmas to make sure I received my connectors and got the engineer booked in.
    If only all customer service stay was like her in every company!! These 5 stars go directly to her and I really hope this review will be passed on to her.
    Thank you Jinder!!
    Regards,
    Chloe
  • Reviewer
    Location
    Lankfer
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst companies I have ever had to deal with.
    Been a customer for years and always had pretty terrible broadband below speeds of 1mbps, and crackling telephone line.
    Customer service is awful and they will use a variety of tactics to prevent you from leaving them, including just charging you after you phoned about 8 times to cancel.
    Waste of money, bad service, bad customer service, would not recommend.
  • Reviewer
    Location
    cumbria
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    slow, unreliable , expensive, difficult people to deal with
  • Reviewer
    Location
    Brownhills
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had BT now for nearly 6 months, in this time I'm now on my second hub.i cannot get wireless at the rear of the house and my pc is 6ft away and cant connect to the hub ffs. I had better connection with sky who use BTs lines.... go figure. I cant wait for Virgin to come into the street.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    Comments
    Broadband ordered at EE/BT shop; EE agent signing me up to BT contract ordered wrong installation. He also got my email address wrong and failed to correct it when I pointed this out.
    After much to-ing & fro-ing, the wrong installation was corrected but BT classed that as a new contract (not a correction)and charged me a higher price ! BT refunded the difference only after high level complaint, but refused to correct the erroneous contract price.
    After 3 unscheduled calls to me when I was out, BT's CEO staff's first reply to my complaint was an email saying they'd closed my complaint, with no explanation. I had to arrange a scheduled call to find out what action had been taken. They said the 'closed complaint' unexplanatory email was standard policy, and they (CEO staff !) had no power to change it, nor could say who set up that policy. Also said they were the highest complaint level, the CEO & senior staff were above my reach (how convenient for them !)
  • Reviewer
    Location
    Newtownabbey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay clear ,cant wait till out of contract.Internet intermittent constantly o access to subscribed channels but still have to pay for a service I'm not getting.
    2 separate engineers have visited 10 minutes after first engineer visit broadband starts dropping second engineer wanted to put a cable across my room told me to cover it with a rug,yes sure really safe with young child and toddler.Made a complaint and got told we will change your package till fibro broadband and that will fix things ,but we cant install it for a nearly a month ,
  • Reviewer
    Location
    Epsom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    "Sorry, nothing we can do" should be BT's motto
    The worse experience with anything ever. It started at the end of September when I placed an order for their full fiber 100 and TV package. It was more expensive than the competition but because it was a line take over they told me it should take only 20 days to get it set up as opposed to other companies that told me it would take a month or more. 20th of October was the initial activation date and the only thing that goes live is the landline (super useful in 2020) and nothing else. Apparently there was a need for additional work before they could get the broadband installed so I was pushed back to the 29th.

    On the 29th an engineer came and told me he could not install the fiber broadband because there is no fiber run to this building. Apparently Open Reach has also messed up their site and had the wrong details about what kind of broadband can be installed at my address. This is the beginning of the downward spiral.

    After that BT doesn't know how to deal with the problem. They put me on a temporary copper connection straight out of 1995 with less than 1Mbps speed on average and tell me it might take up to 26 weeks to fix the problem. At least the TV line was activated so good job there I guess.

    Luckily, it only take a couple of weeks for Open Reach to fix their mess but when I thought it was finally over it turns out that the original fiber broadband I have order is no longer available, in fact there is no more FTTP plan available, only FTTC. As confused as I was I said "fine get me that one and let's be done with this".

    Another small problem, because the initial order has gone through it has glitched the system and no one can cancel the order now in order to place a new one.

    Now this is the peak of autism for BT. When I call to ask for a solution someone tells me that it might be faster to make a new account in my name (the original was in my father's name) and take over the line. What he failed to mention is the penalties that will be incurred for doing so. I call them and ask them about that and they told me "it's all very unfortunate and we are very sorry but there is nothing that we can do". I was directed to the billing department to dispute it and will update this review with the results.

    So, after all that, more that 2 month of delay you would think that I finally got my services activated. Wrong! 9th of December was the new activation date and that day comes and again nothing. I called today (10th of December) and they told that they will get back to me, Almost every time they told me that nothing happened and I had to call them back.

    At his point I don't know what to say anymore. I have been treated like a door mat for BT to wipe their feet on and then I was asked to pay for that privilege. To be fair, their customer services was friendly but next to useless so what's the point?

    0/10 would absolutely not recommend, even urge you to steer clear if at all possibl
  • Reviewer
    Location
    Moston manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor broadband internet supplier it keeps cutting off and buffering
  • Reviewer
    Location
    ashford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service, fault with broadband and have to wait couple of weeks before they can look at the fault, been told that they don't have to fix the fault within the first 30 days. Would be quicker for me to change broadband suppliers but BT will charge me £200 plus to leave before contract ends.
  • Reviewer
    Location
    Oxted
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My Broadband has been down for 12 days now with no resolve. I have contacted support constantly and even had Open Reach say they visited me (lie) and I would repair it myself!!! So I was put back in urgency list. Aaaagghhh!!
  • Reviewer
    Location
    Gabriele
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    What an absolute shambles BT and kelly communications are i orderd fast fiber in mid september and kellys who were supposed to install the wire didnt bother so that was a major delay BT staff not botherd and kept blaming everyone else its now the begining of december and im still waiting to be connected steer well clear of Bt and its associates shocking display on how to run a company and would not reccomend them to anyone even my worst enemy
  • Reviewer
    Location
    East Barkwith
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just read some reviews and realised that the worst service I’ve ever experienced is normal for BT, how can this company be so poor at delivering what they promise / organise, I’m going to email the CEO to see if they are interested or aware of how poor the BT company has become
  • Reviewer
    Location
    Hatfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet I ever had in my 22 year life. I have 2 month problem with internet speed and they just don't care.
    Worst service with everlasting response from our side all is well!
  • Reviewer
    Location
    Worcestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Never again. So bad that I raised and held an Ombusdman complaint against BT.
  • Reviewer
    Location
    lancashire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Just tried to call and speak to BT about scammers pretending to be them - I had numbers etc for them!. On the 2 occasions I got through to BT they both hung up, not interested at all..
    Good Luck to anyone ever dealing with BT - DREADFUL CUSTOMER SERVICE
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would not recommend BT to anyone. What should have been a simple and easy case of transferring my existing account and service to my new address when I moved house has been an absolute nightmare. They cancelled part of my order on my moving day took over two weeks to put the new order through (leaving me without a working landline or internet service for a number of days), billed me for an increased tarrif at my old address account after I'd moved out, assured me that they wouldn't debit my account for this incorrect bill but did anyway, they've also set my new account up on a higher tarrif then originally agreed, and have ignored my last six emails to the Home Moves Team trying to get this all resolved (who'd promised me a call back two weeks ago, but who still haven't called me). I've also spent hours repeatedly on hold also trying to get through to someone to get it sorted (I'm currently on the phone to BT in a queue and have already been on hold for over an hour this morning). I've lodged complaints which have not been dealt with, and this is still dragging on six weeks after first advising them of my house move. Absolutely unacceptable way to treat their customers! I'll be raising this with the Ombudsman if BT don't get it all sorted out soon. If you're thinking of moving to BT I'd advise you to avoid at all costs, I'd really wished that I'd just switched to a new service provider when I moved house!
  • Reviewer
    Location
    Berks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Router is excellent. Full speeds on wifi upstairs. I pay fot 50Meg and usually get 42Meg. No down time at all in last 18 months. Free Anti-virus plus other perks etc. Pricey, but you get what you pay for.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrible service ! Have paid for my contract with them, a month has passed and they still haven’t implemented the equipment and the wifi in my place. Have had 5 arranged appointments with them, and every time the engineer did not show up and did not even inform ! Completely unacceptable, horrible service and reliability ! Every time you try and contact them you have to wait for one hour, and every time someone says they will fix it and then the appointment does not got through ! Also, they promise to call you back, but eventually no once calls you, so you have to call them again and wait for one hour until someone replies.
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Comments
    disgusted by all service with BT won’t give them a rating for anything, they just fob you off when you have a problem
  • Reviewer
    Location
    Attleborough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    After years of sub 5 Mbs speed, and waiting to be connected to fibre (about 300 yards from the house), we installed 4G broadband. We now get 30-35Mbs download, and about 10-15Mbs upload. This may be pretty pathetic for city dwellers but if you live in the countryside you will appreciate that these numbers are high. So if you live in the middle nowhere, like us, it might be worth trying a 4G service. We needed an aerial on the outside of the house, but BT installed that for free, a rare example of good customer service. We pay £50 monthly and are capped at 500GB monthly, but again, having tolerated miserably bad speeds for years we're quite happy at the moment
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Worst service I have ever experienced. New installation, they ddnt turn up 2 times to the appointment. Finally intalled was working ok for a month and then they canelled it! A new order had to be made and start all over again, have been without service for more than a week now and no end in sight. Pathetic. Avoid
  • Reviewer
    Location
    Wrexham1
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been without network connection for nearly 4 weeks now. Firstly i was told that it was an external problem and would be sorted within 5 days. I then had a text to say the problem had been sorted..... it had'nt. Another hour long call and they arranged a house visit and i had to wait another 5 days. I booked a day off work. At 2.30 i had an email to say i needed to book an engineer to fix my problem. I telephoned bt again an they said
    (this is where the lies start) an engineer had been and there was nobody at the premises. The engineer then phoned my mobile and i cancelled. I asked the advisor if he could confirm the number the engineer rang and the number i was given did not belong to me, or anyone in my household.Another appointment was made for the following day, guess what! Yes it was cancelled again, through an email telling me again that i needed to book an engineer. Another hour long call to bt, this time they could'nt give me a reason as to why they had cancelled. I told them i wish to terminate my contract with them and they told me i had 12 months left and would have to pay the outstanding amount(£460) The first oppertunity i get to leave this supplier i will. They said openreach was the problem and they they do all the broadband regardless of my supplier. I said that bt are the company i pay and it's up to them to provide the service i pay a lot for.
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Most days at some point ,I get the message "your computer is not connected . " I have .breeze block walls. The signal only had to travel 3 to 5 metres .
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our experience with BT is absolutely horrible. We signed up with them only because they were the only provider offering over 100mb speed at our current address. They booked us an engineer visit on two occasions which they've missed (both), then 3rd time lucky, but leaving us without internet for 5 weeks. Now we are moving home and they can only offer us 30mb to 60mb at the new address. They wanted us to sign a fresh new contract on 30mb for a further 24months. Of course, we want out of our contract since they cannot honor their part of the deal & Virigin can offer us up to 500mb. They are not allowing us to leave without a buyout fee which is ridiculous. Since they want us to go on a fresh contract, it only shows that the old one does not stand. Absolutely horrible.

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.