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

Based on 3483 customer ratings since 2021-05-17 (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.

3,276 Customer Reviews over 328 pages

  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    2 months of dealing with an absolute joke of a company and got nowhere.

    My contract was out of date with the company, and have decided to renew my contract with BT on the 23rd February. This renewal process required me to change from the old Wifi connection to the new 'Fibre to Premises' Broadband which is connected to a new line. The renewal process also required a new hub and landline equipment to be delivered, which was delayed; I was promised the new equipment would arrive within 1 to 2 working days, instead it arrived 2 weeks later after raising a complaint a few days after I renewed my contract with them, which was very inconvenient for me because we have no safe place to store parcels, causing me to wait every morning in case I have to open the door for the delivery driver to accept delivery from them.

    We also required an engineer to be sent out to us on behalf of BT to fit a new socket in the premises as it was required for the new equipment to work, as we were switching to 'Fibre-to-Premises' broadband, in which the engineer that was sent out by BT failed to turn up twice.

    The engineer was first booked in to fit a new socket inside the premises on the 15th of March. We requested to the BT employee we renewed our contract with that if he could tell the engineer to contact us half an hour before arrival so we could open the door for the engineer, which he promised to do,t so but no texts from the engineer were received on that day. The engineer also failed to turn up at all, and not only that, our old Wifi connection was cut off, leaving me with no internet from the old Wifi connection I previously had, and no connection from the new 'Fibre to Premises' Wifi as the engineer failed to fit a new socket in for the new equipment that arrived late.

    We waited on that day until evening, a few hours after the engineer was supposed to arrive at the latest time scheduled, I called BT to ask what was the issue with the engineer not being able to turn up, in which one of the employees of BT replied to me that the engineer noted that he attempted but failed to gain access to the premises, and I argued that we already requested that the engineer must contact us half an hour before arrival so he could be let in, in which I had not received at all. (BT failed to investigate this matter properly and was unsatisfied with the answers they have given me when asked about the first engineers failure of arrival.) We also asked about our WiFi being completely cut off in which we needed an internet connection to properly operate my business:

    Without WiFi, this situation caused various issues within my business. We needed access to WiFi as we operate an EPOS system as well as a card machine, in which a WiFi connection is required for those systems to function. During the times without internet connection, we couldn't provide card payment as an option to customers, and our software which manages online orders was failing to work as it requires an internet connection to accept online orders made by our customers. This heavily affected my business. I will mention more of that further in this letter.

    Going back to the question I asked the BT employee over the phone about my old WIFI being cut off completely, and the 'Fibre to Premises' broadband not being installed, we wanted to know why our old WiFi was cut off without our new wifi installed, in which they replied to me that they have not checked that the new WiFi failed to go live. I should mention that I still had my old WiFi connected on that day before 5 pm but they decided to cut the old WiFi off around that time without having to check what had happened and that they also mentioned that this shouldn't have happened. I was then promised that our old WiFi will go back live as I wait to reschedule a new appointment for the engineer to install the new sockets but was told that the old WiFi will go back live within 2 days (17th of March.) I was not happy about this as it was an urgent matter and requested that the engineer come and fit new sockets in ASAP, but they told me that all the engineers are booked for the day and that I need to call tomorrow instead to make a booking.

    We called again, the day after the engineer was supposed to turn up to schedule a second appointment for the engineer to fit new sockets inside the premises, and the earliest they could do was on Friday 18th March as they said that all the engineers we're booked and that was the earliest they can do. They then also mentioned that the old WiFi will not go back live as it has been completely cut off 3 days before the engineer was first supposed to come, which was not mentioned to me by the colleague I spoke with the day before. I was extremely unhappy with what I was told overall up until this point, as I felt that I was only told what I wanted to hear rather than the truth, as it felt like they are refusing to fully understand the issue itself.

    With no other choice, I waited for the engineer to turn up at the premises that were scheduled on Friday from 13:00 - 18:00, and have also requested that the engineer call us half an hour before arrival so he could be let in. Again the engineer failed to text me or even arrive at all. I called BT again to see what had happened, in which they replied to me that the engineer had hit issues with the logging system and the task to fit new sockets in the premises failed to upload on his device. Before this, we were given information and contact details to the engineer by one of the colleagues of BT I have scheduled with for an engineer to arrive for the second time, should we have any issues or to see if he was arriving, but the engineer failed to reply to any of my texts or calls even after when he was supposed to arrive the latest. He only read my text but that was it from the engineer. What was also mentioned to me as well was that we were not supposed to have any contact details of the engineers at all, even though it was given to me by one of the colleagues of BT.

    With that second failure, we decided to discontinue this process of renewal, and file a complaint about the loss of financial business. Our WiFi was cut off for 3 days (From 15th - 18th March, and signed up to a new internet provider on the 19th of March), and as the majority of our customers pay by a card, my loss of business was quite substantial within those 3 days

    This case was then referred to the escalation manager, I was given a few choices and I chose to accept a form of an offer in form of their suggested reimbursement. Unfortunately, they were not able to reimburse me the amount I requested which I said I was unhappy with. She then said she will transfer the case to the complaints team which will call me on the 30th of April before I reach a deadlock. (which also has not happened.) However, I did receive a text on the 7th of April in which I have been told that I have reached a deadlock and have now decided to file a claim in this matter.

    During this whole ordeal, the customer service was extremely appalling, worse than any other service I have dealt with. With calls being transferred endlessly and constantly being hung up on, and calls lasting hours each day the BT team has poor communication with each other, and notes are not being taken properly based on the things I have said. I requested around 2 weeks ago that I need all the notes that were taken down, names and times of people I have spoken to since 23rd February, which I still have not received.

    On top of that, there was another issue in regards to my billing. There have been issues with my billing since 2018, in which I believed I was being overcharged. When this was being investigated by one of the colleagues of the BT billing team, he has stated that it was a double charge, and would refund me the amount I was double-charged for from January 2020, but would need to request permission to access the archives to see my bill dating back since 2018. That person then told me that he will call me a few days later once he has received the archives. A few days later I had no call, but then days after that, one of the case handlers of BT, called me about an existing case I had with her about the engineer failing to turn up, I mentioned that I was supposed to receive the call from the billing team, but the case handler told me that he has closed the case for no reason. So I have to spend even more time trying to get the case reopened and reinvestigated, but instead of it being investigated by the person I first spoke to about this, it would be investigated by the case handler. The case handler then called me a few days later after this and also told me that I was double-charged after asking why I was charged high each month. Once she mentioned that, she then took the case to the escalation manager, so she can look further into it. After this, the escalation manager called me to tell me that it wasn't a double charge but was me being out of contract from October 2020. I testified that I was still being overcharged even when I was in the contract before October 2020, which she didn't even check before she called me. She then was adamant that I was not being falsely charged and was my being out of contract was the issue. I am unsatisfied with this resolution and with the answers, I have received due to there being so many different reasons and answers and a lack of commitment given to me by various BT employees for this matter respectively.

    Overall, horrible experience, lasting from 15th March up until now with nothing resolved. Constantly being hung up on, with notes not being taken down properly, and with employees having no idea what to do, or knowing what was happening with my billing after receiving different answers within a month. Their communication with each other is shocking, and only tells me things I want to hear rather than the truth, whilst making false promises over false promises. Absolute joke of service, and I have spoken to more than 20 different BT employees, 1 escalation manager who failed to commit to an investigation properly, and a complaints manager who has yet to contact me even though they were supposed to on the 30th of April.

    And to take things further, endless amount of letters from BT telling them that I owe them when I have since canceled.
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paid for 1 day subscription. The moment I paid my login credentials were no longer accepted.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse company to provide broadband service for this generation!!!

    I am a BT customer for more then 3 years and previously I had issues with the broadband speed with BT and currently I have the same issues plus they increase the monthly payment from £30.99 to £35.45 for the worse internet service and speed is only 57 MB. I tired to speak to the customer service few times and they were unprofessional and didn't resolve my problem. later I asked them to cancel the BT broadband and they asked my to pay cancelation fees £195. unbelievable!!.

    Even I was with BT for long time, they did not value their customers and told me that they don't care and they can't do anything about it.
    So, now I have to pay £35.45 for Worse internet service where they promised it will be £30.99 per month. I do understand they increase their price every year but from 30.99 to £35.45 is not acceptable for only broadband with the speed is only 57MB. where other service provider offering full fibre optic broadband speed 1GB for £30 per month. (everyone can check online).

    So, My advice will be to not get any contact with BT as they don't value their customers and they will put you trough the same situation which I am having right now.

    Please search for other providers for better service.
  • Reviewer
    Location
    Brighton and Hove
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Rubbish experience. They steal money directly from your debit and when confronted customer service is appalling, lie and treat you like ****. Worst company I’ve had to deal with. You managed to steal £10 but you lost a customer, and I will make sure to tell all of my acquaintances of this! Just terrible!
  • Reviewer
    Location
    Staffordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My BT Broadband Started Off £27.99 pcm But BEWARE.. BT increase Your Bill VERY QUICKLY and Without informing You...My Bill has increased Without BT informing Me of This Change They've just Took it Out ...I Rang to Complain and i felt my Complaint Went On Deaf ears Was given no Apology No Offer of goodwill to keep its Customers Nothing Considering a Complaint Was made and a Unhappy customer which alot other provider's do..Also Customer service staff are Not very unhelpful Not very Compassionate & talk to You like There reading from a Police book.. You may as Well talk to a Brick Wall.. I Feel BT are just Takers who don't care about Customers And they need To improve there Customer service Staff & Care about there Customers More ...
  • Reviewer
    Location
    Lanark
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Now 4 weeks with no landline and poor broadband. Passed from department to department. Have to explain issues over and over again. Engineers did not fix issues. They do not honor arranged call backs and pass the buck. A total of almost 15hours of my time trying to resolve this with so far no joy.
  • Reviewer
    Location
    N ireland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Trying to use hot spots and every time I ring to find out why I cannot get sorted they say my account needs to be activated. Then they tell me it’s sorted to log in and I then get locked ou so they tell me to ring back in 30 minutes and it starts all over again. Awful Awful customer service. Still not sorted.
  • 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
    Nottingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    How to provide to world's worst customer service by BT:
    1. Arrange a call - and then never call
    2. Pass the customer around from agent to agent - never use the same agent twice
    3. Don't try to fix the underlying issue, just keep cancelling and rerising the order
  • Reviewer
    Location
    Swansea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I used Bt brand for 2Yeas contract. From last quarter without informed Bt increased monthly cost double. When sighed the contract BT says on the phone my broadband price will be same. I won’t recommend any people buy Bt broadband Bt will increase prices without asking you

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.