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
    2.8 stars
  • Reliability
    3 stars

Based on 10824 customer ratings since 2020-01-19 (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.

3047 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
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 !)
  • Satisfaction
    2 stars
  • Customer Service
    1 star
Edinburgh BT  
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 ,
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newtownabbey BT  
"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
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Epsom BT  
Poor broadband internet supplier it keeps cutting off and buffering
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Moston manchester BT  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ashford BT  
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!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxted BT  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
Gabriele BT  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Barkwith BT  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hatfield BT  
Never again. So bad that I raised and held an Ombusdman complaint against BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Worcestershire BT  

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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.

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