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 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 12442 customer ratings since 2019-02-16 (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.

2921 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
I furthered a query I made last week, about new contract. I spoke to a very helpful man, who sorted my problem immediately and told me to then check my e mail, sure enough if was there explain g exactly the terms of my new contract, I couldn't fault the cstomer service,
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lancashire BT  
I spoke to a guy called Lewis, From Newcastle, he helped me when I was moving my broadband. I've had some good customer service before but he's definitely up there at the top! Incredibly helpful. I know sometimes I'm a little useless and he was so patient, reassuring and explained things very well. Also amazing personality, it was like talking to an old friend. I really hope this finds him because everyone needs to be recognised! Straight out brilliant man (if you do read this Lewis, I got some savage girlfriend points! Flowers and everything! Sad right! Haha) thanks again!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Portsmouth BT  
I did time with talktalk and that's what it's like ,poor service ok when you pay £19 a month that went up slowly to £35 started getting scam calls talktalk not interested.switched to bt cost bit more but get sport fast internet catchup flawless change over no problems.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leicester BT  
Excellent service - just waiting for infinity
  • Satisfaction
    5 stars
Llangollen BT  
Absolutely amazing service had no internet since yesterday the bloke came out today to fix it even though we have gale force winds and rain he came 10am and it wosint sorted till about 4pm bless him he'd been out in it all day customer service was amazing too thank you so much BT
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Murton BT  
What a great person to have working for your company! Darren Williamson was so Polite and very helpful. After 6 months of waiting to be connected back he came and said that some has took our phone line- why the last couple of people couldn’t work that out I don’t know. Thanks Darren your the best.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brightwell-cum-sotwell BT  
Regarding my review yesterday, thanks to bt technical support, my problem is now solved, so thank you. If anyone else is having trouble with wifi on a smart set, bt sent me two bt extender kits, one for the TV, and one to attach to the bt hub four. The technical support team are excellent.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lancashire BT  
We have received help from Tyrone both yesterday and today. He was very devoted and exceeded our expectations. He fixed an internet issue that we have had for a very long time and went the extra mile as he came in extra early the next day and made sure the problem was fixed.

Many thanks from Bective Leslie Marsh team at Kensington.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Kensington BT  
excellent customer service - glasgow call centre of all places!

i've never had any problems with the internet.

wanted to switch to cheaper broadband provider but was put off by the bad reviews of other isps.

call and haggle for better price at the end of your contract - if need be call more than once. they do reward loyal customers.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london BT  
I have been with BT for 10 years now, on their Unlimited Infinity 2 Broadband and Phone for £52 a month.

the phone is fine, and at the start, the Broadband seemed great. However,

Speed tests at bt.wholesale.com are always good, at around 75Mbps down /18Mbps up,

I am switched my provider with SSE at the moment. because of that same service cost just £21...very cheap saving over 60%
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
LONDON BT  
Called to lower my monthly cost spoke to Seb did a fantasic job and cut it in half.v Thanks Seb
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bampton BT  
Just a quickish compliment. Recently swapped back to BT from EE. EE was very good but in researching to get my bill down, I found that EE were about to cease their replay TV box which I used a lot. The EE call package was better and their TV box, I found better than Youview. Nonetheless I got a slightly better monthly price with which the new installation included fibre to the door and hub plus the 'complete wi-fi' disc package. The whole kit send, hook up and installation (about £39) was all trouble free and on time. I got near max (38MB/sec) speeds almost immediately. The first install only had one disc but I had a few weak spots and phoned up to get the other two they allow (they sent one at a time but that was fine, it gave me a chance to trial two only). I still had a bit of an issue in two spots in the house with two discs (three floors and a lot of metal) but now with three discs I have 36-38 everywhere including in a shed that's about 12 feet from the house (wi-fi signal has to punch through walls and windows plus wood of shed). All in all I have to say I'm very impressed.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Kent BT  
I have been with BT for 7.5 years, 3 years with fibre. I am currently paying £36.63 for up to 38Mps, but actually get around 48Mps. Very occasionally there is a moment's break on the broadband, maybe just twice a month. When I was having a recurrent problem loosing connection it was quickly remedied by the supply of a new router FOC. Overall I am very satisfied with the service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Norwich BT  
Had bt fibre for 4 years, no throttling, get speed as quoted, no downtime just a shame I subsidising the premier league.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rh106hl BT  
BT have been superb over the past 18 months. Customer service and product has been second to none. Getting 36mbps. On fibre and the connection hasn't dropped once. Better than Sky and EE broadband.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
pontefract BT  
I moved from Virgin thankfully to BT (I used to call virgin and ask them for permission to use broadband it was so bad). BT performance has been on the button, no stupid capping, price is lower, I gave 5 to customer service, I have not used them at all in 11 months. so BT have a thumbs up from me, I gave virgin hell they were so bad !!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
stevenage BT  
Never had a problem with my package. Fast connection, reasonable price and they have given me amazing customer service every single time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Lanarkshire. BT  
I have had BT BB for years and only recently changed to Infinity. I live in a rural area miles from the exchange so I had thought the Infinity would not be much faster. Set up was easy and it has made a vast difference when downloading, especially on my SKY box, but also updates on computer and such like. BT Broadband has always been reliable for me even on the old HUB3 and the new HUB 5 likewise. Love the new fast Infinity. Unlike other reviews I have always had good customer service from BT.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Oxford BT  
I appear to be one of the lucky ones. Excellent speeds through copper wire- more than 16mbs on average. Excellent service, well worth the money.
  • Satisfaction
    5 stars
solihull BT  
I really pleased with bt there so helpful friendly and polite. Ive had so many issues with sky and i can honestly say i dont regret switching. Bt helped me so much with my small problem and helping me choose pakages
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Uk BT  
Bt big rip off. Sky high prices. Daylight robbery.
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
Never had any problems with BTs broadband services and the smart hub range is outstanding. I don't get any buffering and the additional free services such as the free Wi-Fi hotspots are really helpful. BT can be a more expensive service but value for money especially in terms of the added free services (Wi-Fi hotspots, cloud storage and virus protect) and the broadbands performance alone makes it worth the couple of quid more you pay. overall great experience. I think a lot of people forget how much they use their broadband and don't give much thought to it other than getting the cheapest deal available. When you've got a household all using the broadband 24/7 and you've decided to pay the least you can for your internet its not surprising when you don't get a quality service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Warrington BT  
The router came 2 days earlier than it was supposed to. The internet was activated the day it was supposed to. The speeds are great all day. Customer service was polite. It seems BT has turned a corner, at least in my case...
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
Ilana’s customer service today was brilliant - clear explanation, took 12 minutes to handle what I anticipated could take 1-2 hours.
Thank you for what is clear dedication to your customers!!
Could not fault.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Newcastle BT  
I'm going to start with the positive of we had a great member of the BT team who helped us in every way he possibly could and I cannot take that away from him but however his fellow employees are absolutely disgraceful extremely rude and refused to give their name for complaint.
The wifi is absolutely appalling !!! I thought this was the 21st century ! Fees like the 90’s with the dial up internet ! I've never experienced a wifi as terrible as this one. Apparently he router/hub has won awards for its speed well I can tell you it's a shambles ! It struggles to load the smallest of apps! When I try to use BT sports the wifi cuts out completely and the channel won't work due to the poor excuse of wifi. Struggle to stream on the BT sports app , incredibly disappointing ! Left sky because of how shocking they were ! Seems they are al the same !!!
  • Customer Service
    5 stars
Greater manchester BT  
It says my line's good for 6MB/S, i'm downloading/streaming at 7.1MB/S. Always on, Very reliable.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
St Columb Major, Cornwall BT  
Get very good speed and home hub is excellent
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Elstree BT  
I foned on the 8th March , afternoon, I had a BT guy at my door by 845 the next morning in Dunoon. The man was very friendly and explained things very well and resolved my problem and I felt that he did his job very well. All I know is he has jinger hair and works in dunoon. Great asset to your company.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
DUNOON BT  
Problems occur with every company but in my experience BT resolve them effectively...I love the new Infinity and the TV from BT which - if you compare it to some alternatives is great value for moeny. Ignore the moaning minnies
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Glasgow BT  
Firstly I have never worked for BT, or in any company related to broadband etc., just used this service for phone & broadband since 2005.
I have never had a problem with phone, speed or router which is still the original one I got free in 2005 and set up myself at my previous property and after my house move! Customer service on the two occasions I've needed it (with PC, no probs at all since I moved back to Mac) has been excellent. Despite being abroad, the advisors were helpful, knew their stuff, sorted the issues & rang back later to check all was well. Phoning UK just before contract expiry has allowed me to negotiate a better price each time and whilst BT is not the cheapest, I would never change (unless something happens in the future to alter my opinion).
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Huddersfield BT  
pricey, but very good service and speed
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Belfast BT  
Had some issues with customer service in the past but picking up the telephone to call someone will get you much better service than live chat. Reliable service and speed. My price went up after 18 months but a quick phone call telling BT I'd found a better offer elsewhere and they brought my price down by more than half price a month. Highly recommend.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southport BT  
I've been with BT for longer than I can remember 6 or 7 years I think(since Pipex sold out). Upgraded over that time as new services came available - from regular broadband, to Infinity and now Infinity 2. I have never had a service outage and never had a router problem. YouView box for TV is another matter, but customer service was excellent when needed for that.
Broadband speed has always been consistent and fast, with no noticeable slowdown at any time of day.
I visited this site to check EE reviews as their packages are much cheaper than BT. EE reviews are dreadful and shocked to see BT don't fair much better. Maybe we only get our pens out when seriously miffed, and sit contentedly idle when all is well? As a very happy long term BT customer thought I should buck the trend!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
SW London BT  
I've been with BT for the past 18 months. BT infinity 2. To be honest it was rather brilliant, beside the price. Initially had some problems to get my Sainsbury voucher but eventually got it and it had promised 100 pounds on it. Broadband was reliable - never had any drops in connection and after setting the router properly I stopped having issues with iPhone connection etc. Router broke once, but I was offered another one in no time. Overall I was very satisfied but I'm gonna leave them because of the price.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Aberdeen BT  
BT Business customer - very happy with price and performance.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sittingbourne BT  
Had Fibre Broadband since 2011. BT Infinity was my first taste of superfast broadband back then. In the last 8 years have tried Sky, TalkTalk and PlusNet but back with BT since 2017 and will stick with them as had numerous troubles with all the others. For me BT has proved very reliable with 99.999% up time and great speeds. The one time my router failed they replaced within 48hrs, and when the line from my house to telephone pole had an issue they had OpenReach out to fix within 12hrs, on a bank holiday weekend! My internet connection is essential to my life, BT not the cheapest but so far have easily proved the most reliable. Came on here as my BT contract was up and wanted to check out ratings for some alternative providers who were offering some amazing deals. However weighing everything up I think I'll pay the extra and stick with BT as (in my area at least) they're delivering a pretty solid service. NB - I have SuperFast Fibre 1 and get 67MB/Down and 18MB/Up which is well above the advertised speeds so very happy with that and more than enough for my needs, even with 5 smart TV's in the house!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
Previously with talk talk, after having my bank details leaked by them and the shocking customer service I decided to switch to bt fibre.

Called up and ordered, they cancelled my contract with talktalk on my behalf and even paid off the rest of my contract. Engineer visit took almost 2 weeks to come out but apparently I lived in a high workload area which is fair enough.

The speeds I get are brilliant, I get 71mbs with a cable and right now I'm sitting in the garden (3 rooms away) and getting 51mbs wireless speed.

I did have an issue with my phone line and when I called up, they found the issue straight away after a couple tests and sent an engineer to fix it.

I couldn't recommend BT highly enough!

They've been great
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Newcastle upon tyne BT  
I am pretty sure that some of the less favourable reviews are concocted by other broadband companies to put you off using BT. Maybe I am one of tjhe ucky ones, but in all honesty I have had excellent servic e from BT. The only time I had to have an engineer in, was because of my own stupidity when making connection between the PC and router. I have found over the last seven years that the broaDBAnd has NEVER failed, that the speed is most satisfactory and the price is admittedly high, but it's the old story- you get what you pay for.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Solihull BT  
Unexpected, amazing service.
I spoke with Michael, form the case management in Liverpool (that wat it says on the text send to me within an hour of my conversation which was at 8.20 pm!), who was amazing and went above and beyond of my expectations. Usually, I am not happy with BT, but on this occasion, Michael sorted out everting within an hour (I was expecting to wait about two weeks and to make a few more calls, as usual).
If BT had more agents like Michael, I would definitely consider moving my mobile service and my cable TV to them.

Thank you Michael,
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Banbury BT  
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.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Co. Durham 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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