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)

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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.

3,598 Customer Reviews over 90 pages

  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Ordered infinity2. Two weeks after the order they started changing installation dates. Said I wanted to cancel, so they fast tracked my order, and promised an early connection. After booking another day off work, they cancelled that date. Have now left BT before even being connected and will wait for Sky fibre.
  • Reviewer
    Location
    Corwen
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I can hardly find anything positive to say about this service provider as of now.

    Firstly let me mention the engineers, they're hardly competent at performing their installations job, we recently moved home and wanted the fastest package possible, sure we have that but at the expense of half-trained engineers. They proceeded to go forward with the installation without any regard for the previous installed line, absolutely no testing was done whatsoever.

    We called them on this regard several times, once in a friendly manner explaining the issue. I was informed that they would be running tests and would get back to us shortly, being a patient person I waited 2 days (no call came through), after those 2 days we contacted them again, this time we got through and managed to get information regarding the issue.

    We got informed they would be sending an engineer out by Tuesday, sure Tuesday came, no engineer came. We contacted them, yet again, we were informed that no engineers were active that day. Surely common sense tells us that they should've checked the schedule in the first place. Evidently not. (An engineer will be sent out Thursday - So they say). The entirety of this issue could have been avoided if they tested the line in the first place. Just to add even more annoyance they send the bill. I'm adamant on refusing to pay this until I've actually had some service worth paying for.

    Had I known that the service provider was this poor in my area I would've avoided them entirely

    I will be more inclined on writing a far more friendly and accurate review once I've actually experienced some services.

    (Sorry to those of you reading this review - I know it is rather long and detailed)
  • Reviewer
    Location
    Cotswolds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    WHAT AN APPALLING COMPANY!!

    Their service is atrocious. When they started BT Sport they promised it would be free for customers so we signed up only for them to start charging us. when you call up to chat to them you get a rude someone who talks down to you and refuses to even listen to you just reading from a script.

    The broadband cut out ALL the time

    Third party engineers they sent out to fix problems would tell us how Mickey Mouse the wiring is and how we get any broadband service is a miracle

    AND yet they feel they have the right to shout at us - the customer, surely the ones that keep them in business???

    Please can we do something about these awful companies that take all our money for the worst service ever!!!

    I will not use BT which means I cannot have BT sport. Thank god Channel 5 have stepped to cover the MotoGP
  • Reviewer
    Location
    Coulsdon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By only provide 1mbs to my broadband, please do not do business with them.
  • Reviewer
    Location
    County Durham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PLEASE BEWARE THE UNLIMITED "UP TO 17mbps" offer, either online or by phone. Very sharp practice indeed, fraudulent by omission maybe?

    BT, it seems, are deliberately not telling us that to get anywhere near 17mbps (11mbps seemingly is now possible in our case) you more than likely need to "upgrade" to "faster unlimited" This is not offered by the sales staff or online!

    I guess most are aware most BT departments have a pretty poor reputation for customer service and also for many of us rural customers, terrible broadband speeds and poor reliability is the norm - we get 2.5 to 3.5mbps and it the line drops regularly.

    You wouldn't believe the conversation with the upgrade personnel who don't seem to think that the sales team should give us that information when ordering and nor is not present as an available upgrade on the MY BT website either. You need to dig very deep to discover anything about it (googling it is the best way) and even then there are no prices - you have to phone the self-righteous upgrade team.

    Local investment has paid for fibre to our local cabinet, (copper to the property) but we must pay BT an extra £13.50 per month plus connection fee (on top of the £7.50pm 12 month offer we're on) to achieve any faster speed. Full fibre and much faster speeds, if I was available to us would only be £5.00 more according to the current deals at BT.

    If BT had told me that it would cost substantially more to get a half decent speed when our cabinet was upgraded shortly after I ordered, I would have signed up with another supplier. It is currently possible to get the hybrid fibre/copper supply with a speed of 11mbps guaranteed for £10 per month.

    The upgrade lady proudly proclaimed that BT are not the cheapest - at least we got some truth there!!
  • Reviewer
    Location
    County Durham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My tale is too terrible to tell in detail. 2 lines in 2 locations, swindled out of the Sainsburys voucher at one and problem after problem after problem with the other. Terrible supply (cut off for 2 weeks over Xmas and New Year), line keeps dropping, swindled by misinformation twice, misled over 'faster' broadband, hours and hours and hours and hours spent talking to people with an unintelligible accent. They are beyond belief.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I started with BT almost 3 years ago after moving to an address where Virgin Media was unavailable. I had no major problem getting started with BT with everything being as it should be regarding my phone, TV, Sport and Broadband 'package'. The contract was 12 months. There were no major problems in that first 12 months, however when coming to renew I had an email from BT before the contract expired offering me a Broadband renewal at a reasonable price but with a contract for 18 months not 12. I spoke to them via their helpline but was told 18 months was now their minimum contract period. I agreed to this. A few weeks later they contacted me again about my TV and sport contract!!!!!! I thought I had just renewed this but it turns out the verbally agreed renewal was just for the Broadband BUT the TV and Sport package were now a minimum of 24 months. So, there is the major problem - how can I watch the final 6 months of my TV and Sport package if I decide not to renew my broadband? Sneaky. Having spoken with my wife we decided to go ahead with the TV and Sport as we had already committed to the Broadband.
    Fast Forward 21 months - suddenly realise that my monthly bill had shot up to £80 from around £40. I contact BT who tell me that I am out of contract with my Broadband and therefore have no 'deal' and the price has risen to £52 (a lot of money, especially as I can only get a maximum of 25mbps where I live via FTTC) I point out that BT did NOT contacted me regarding the end of my broadband deal but obtained no explanation or response from the BT 'assistant'. I enquired about reducing my cost of my existing 'plan' by cancelling the BT Sport and TV package that to be honest we don't watch much at all. In this day and age of Netflix, Youtube and other streaming TV services, BT's TV is not an attractive proposition. This is probably why they hike up the price of their broadband post contract to offset the lack of customers taking up their TV options. To cut a long story a little shorter, my BT 'assistant' could not offer me any sort of decent broadband deal so I am cancelling everything. My 'early termination' charges are way lower than remaining with BT so I'm off. Having placed an order with a different supplier for just Broadband and phone line, (NOT a BT subsidiary of EE or Plusnet) I am now receiving text messages from BT asking me to reconsider. To be fair to BT, I was never unhappy with the Broadband and had few drop-outs and would have remained with BT for many more years, however, due to their underhand sneaky price hiking and contracts of unequal length designed to trap their customers, I will NEVER trust BT again. Deals can be agreed and negotiated but trust cannot. Goodbye BT - Forever.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Stay away from BY at all cost, customer service is a dirty word to this company, they 100% admit I'm being overcharged every month !! But after 5 months they have done nothing about it.
    God knows how many hours I have now waisted trying to sort it, you just lose the will to live.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Worst internet provider I've ever had. Internet constantly drops.

    Had sky before, had problems with their internet. One complaint call and with the push of a button on their end ran smoothly for 5 years straight.

    BT won't acknowledge issue or let me leave contract. They state that they can send engineer but if no fault will cost me. All that has changed in last 5 years before getting problems is a switch to BT. I just want to get rid of this awful service and go back to Sky.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst mistake I made moving over to BT. Broadband works when it wants too. Had numerous problems with it, in fact I never use the wifi on my phone. Now my tv box is not working, BT never fail to let me down!
  • Reviewer
    Location
    coventry
    Reviewing
    BT
    Date
    Comments
    AVOID bt hub 5 keeps turning off by its self when you ring them they don't want to know keep sending you to different people to talk to. Cant send engineer out to repair issue for 1 week so you pay for a service that you don't get.they are quick enough to take your money and in return don't want to sort the issue out.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    The service is fantastic when it works, I can easily run multiple devices for long periods of time.
    Unfortunately the broadband does like to drop out for the occasional 5-10 minute slot, this tends to happen once or twice a day. From speaking with others this is apparently a common feature.
    In the even you have an issue you will find the customer service to be awful (by far the worst I have ever dealt with in any industry).
    I have dealt with them on numerous occasions and you can always expect a minimum hold time of 40 minutes. Every time I have had an issue it has taken the best part of 3 calls to resolve over a period of days, completely unacceptable in this day and age. (my last loss of service lasted 15 days, with BT only refunding me for 5 days loss of service - line rental, a pathetic attempt at compensation).
    Usually phone calls are dealt with by cutting you off, creating a fictional resolution that can only be implemented after you close the phone call (had this numerous times only to find nothing gets fixed). My advice would be not to let them put the phone down on you, as they will not return calls and you will have to wait in a queue system to get back in.

    I hope this helps. Generally the quality of the product is great, but you will have to put up with the occasional short drop in service. You would also have to be willing to put up with the worst and most arrogant customer service assistants possible.
  • Reviewer
    Location
    coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    had 2 bt engineers round to try and fix the problem and the same issue keeps coming back
  • 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
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Useless.
    i got lied to when i set up my contract... the operator told me verbally 12 months they sent paperwork for 18th months( i didn't check my Fault) .... convenient they didn't record the call.
    constant drops in service with no explanation.
    changed my direct debit date from the 10th so i got 2 months worth of bank charges and damage to my credit file.
    called 4 times to set up paperless so i wasn't charged took them 6 months to get it done correct.
    there India complaints dept calls and there accent is that thick you cant understand AVOID BT.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved from SKY after 12 years, to BT, and said £29.99 month and free £70 loyalty card after 30 days. BT Delayed the Broadband 30 days as error at BT end so we had no Broadband for 30 days now 120 days later no Loyalty card and they say its not being sent now.Do not use BT,they promise things to get you on board, and after you sign 18 month contract, they do not pay the rewards.Going back to SKY at contract end
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Since BT bought the previous ISP provider the cost has increased with no improvement in speed, 1.7MB.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is THE worst broadband and wifi provider. We were without broadband and wifi for 3 and a half weeks and were on the phone to be for hours because we couldn't get through and we'd be put on hold for up to 2 hours every time. BT would happily quickly get in touch when they hadn't received payment even though we hadn't got anything received any broadband or wifi within this time. It has been the WORST customer service my family has ever received. I would not recommend BT to anyone, 100% going back to sky we had no problems with them.
  • Reviewer
    Location
    coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband connectivity is weak - drops out much over 10m line of sight.

    The most dreadful customer service ever experienced. Only deal with BT if you're prepared to gamble on not having an issue to resolve. Be warned.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The absolute worst Internet provider in the world!!!! Do not get BT, always faults on the line, no customer satisfaction, do not provide the service the say they do, will increase prices without any warning, original bt router worked fine with WiFi until NEW router came out the all of a sudden WiFi signal was really poor ?? So you are forced in to buying new router, BT is the biggest con going, I will be taken them to court, please look at other review sites about BT 0.3 out of 10 !! Says it all
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I've had BT broadband just over two years. I have had to have an engineer call out five times. The customer service is beyond awful. The trouble is that BT supplies broadband for all the other providers so what can you do? It's an outrageous monopoly. What a shame BT wants to supply sports instead of sticking to its knitting an providing a decent broadband service. I'll be switching to fibre as soon as it is available in our area from anyone except BT.
  • Reviewer
    Location
    Craigantlet
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ever service and broadband you can get. BT likes to do nothing but are very happy to send you stupid invoices for a service they do not provide!

    Avoid at all time. Not reliable, Unfriendly and arrogant! Avoid this company! An absolute disgrace!
  • Reviewer
    Location
    Craigavon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Went back to BT in March 2016, we live beside a BT exchange, were paying the higher price to get a "quicker" broadband service. I had complained every other month to them. The speed of the broadband never changed, even with one person in the house, simple things like going on facebook was near impossible! They had verbally told me on the phone when I returned to them that I would not be tied into any contract with them. This again was revoked when I left them this month due to disgustingly poor internet service and came up with all sorts of "get out clauses". Even though mine was I was not paying for a service that I was not getting! So, now have to pay £148 to get out their contract plus return their equipment, which I thought would be included in the monthly charges? But I would NEVER, EVER again touch BT with a barge pole, and have already told loads of people in the large company I work for about my experience, which has definitely put a few people off BT!!
  • Reviewer
    Location
    Cranfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Literally furious. Why, why on earth do they exist to cause such misery.

    The worst steaming pile of overpriced horsemuck.

    The connection is terrible, their custom services are useless. Their website is always under maintenance when I sign in to try pay a bill, their Indian call centre is so frustrating,im done.

    Going to set fire to their equipment and walk away.

    STAY Away from BT.
  • Reviewer
    Location
    Cranfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not have your WiFi from BT terrable service and staff misleading statement, useless company take your business elsewhere.
  • Reviewer
    Location
    Craven Arms
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Total rip off artists. Waited 3 weeks for an install and then 6 months layer got a charge by dd for £240!
  • Reviewer
    Location
    Crawley
    Reviewing
    BT
    Date
    Comments
    Awful in everyway. They've made 3 appointments and haven't bothered to turn up to any. Didn't ring to apologise. Want to make a fourth but refuse to guarantee attendance, they refuse to give exact time so I'm to wait in again from. 1- 6 pm. In my naïveté I thought they'd be sorry about not turning up 3 times but no they actually believe it's their right to turn up at their convenience . I've no email, no Bt vision hones hit and miss. Only constant reliable fact is that my bill is paid in full on demand. What's the definition of theft? The chairman is not concerned his company are fleecing customers or he'd contact and apologise. I even tried placing an ad in the Times for his attention, I intended paying but they didn't ring back. There's no way of contacting this" communication" company. I'm told we've got. .24 of a gig I don't know anything about tech stuff but one of my son does . I phoned them been on hold for hours, been in conversation with them 2.5 hrs at a time . So fed up don't know where else to go to get satisfaction.
  • Reviewer
    Location
    Crawley
    Reviewing
    BT
    Date
    Comments
    Called BT and spoke with 3 different agents as well as speaking to someone online chat, I have been with another provider and contacted BT a couple of days ago as I was keen to switch, well, what can I say, I thought I would be offered great service whilst in the process. I could not complete online, hence calling in, it appears the offers do not apply over the phone, even though it would not let me proceed online, that could not tell me when I could get phone line and only after phone line contract, at some point they would inform me of what kind of broadband price I could have ???? BT you are a disgrace to even imply your one of the best, I thought you guys would have been keen to encourage new custom, if that's the service you offered me and then wasn't sure what or when I could have a package, goodness knows what kind of poor after service I would have received, lucky escape I think
  • Reviewer
    Location
    Crawleyside, Stanhope
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Planned our entire house move around when BT could connect us, only to find on the day out that “significant work” needs doing to the cabinet. Surely they knew this when the accepted our business? As we both work from home, connection is vital. Now we’re unable to work. Thanks BT.
  • Reviewer
    Location
    CRAYFORD
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    0 is the correct sattisfaction and reliability. I chose BT because of the brand....big mistake. I did the same with Virgin, bouth rubbish network providers in my area. I have 3 childreen and i use internet quite often, even with my CCTV, and dorbell with camera. The internet it is realy not working att all, i have the round hubb what they bragg about but it is only for disighn....not pleased at all and i canceled the contract. I have 40Mb minimum and 18 MB upload in contract but the speed is much less,nothing is not working, fault after fault, youtube is not loading, they talk to talk but dont chose BT...contract for 40£ a month and no good internet?????? What a joke,!!!
  • Reviewer
    Location
    Crediton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give 0 stars for speed I would. We live in a rural location, HOWEVER across the street from us there is ultra fast broadband. We cannot get access to it because we are on a different exchange 2miles away. This means we get 2mbs while my neighbours enjoy 800mbs. We are all working from home these days and are utterly dependent on good broadband. BT does not care and will not help. I have spoken to them for 4years consistently trying to find a solution. Our jobs are on a knife edge and if we do not get better broadband soon we will have potentially lose our jobs and home. Tell me BT how do I explain to my 7 year old that daddy and mommy longer has jobs because of bad internet.
  • Reviewer
    Location
    Creed
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I have been with BT for a number of years now and although the actual service is ok, the customer service is shocking. When it’s all working well it’s great. But when it’s not and you’re forced to call them, then you get passed from pillar to post and the fault or issue is seldom sorted. Common phrase of theirs is “the system won’t let me” So annoying. Also, the packages for existing customers is poor. You may as well cancel and come back as a new customer for any sort of deal.
  • Reviewer
    Location
    Cresselly
    Reviewing
    BT
    Date
    Comments
    I have no other option but to get in touch with of ofcom, BT should not be allowed to carry on like this, endless phone calls to bt on my mobile I might add as My landline stopped working broadband works when it feels like it, a month later and open reach has to dig the road up which will be another week. I made a complaint and bt closed it with out even asking, they are a complete shambles!!!
  • Reviewer
    Location
    Crewe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I don't leave reviews as a rule but have had enough of this terrible service,My broadband drops at least once a day(today it 's dropped 8 times)Customer service always want to send out an engineer when they have already done it (don't they know people can't keep having time off work)and found the problem is not in the house.BT did offer to compensate me for 2 days without internet .They offered a grand sum of 13p!!!All I can say is I'm going back to PlusNet ASAP
  • Reviewer
    Location
    Crewe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Useless.....internet is that slow that I am unable to use it. Only just signed up so unable to cancel it. Phoned customer services and a complete waste of time. Would never go with them again, any other provider would be better
  • Reviewer
    Location
    Crewe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Wish I hadn't bothered to go with B.T. My internet speed is 1.8mbps and download is about .7 on a good day. I have spent hours speaking to customer services and to be honest I wish I could cancel my contract. My speed at night can drop below .8 Mbps but because they check during the day when there isn't so much demand on the service...any other provider couldn't be worse than these
  • Reviewer
    Location
    crieff
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Price rises with no escape unless you agree to contract renewal or accept the price rise. otherwise if your under contract you either accept the constant price rises or
  • Reviewer
    Location
    CROWBOOROUGH
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    Comments
    Nothing but trouble for several weeks and eventually sorted it myself!!
  • Reviewer
    Location
    Croydon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Been a BT customer for a number of years and currently have BT Infinity. I moved from Eclipse who for me were the best but at that stage didn't kprovide fibre. Fortunately I have had few problems with BT, if I did I would have gone elsewhere. My gripes:
    I upgraded to super fast fibre last year, apart from a slight increase in upload speed I did not notice any difference. Numerous online tests followed until I discovered that BT cannot provide superfast fibre in my area. When I spoke to customer services it was "my fault" as I did not formalise a complaint.

    In my view BT don't take care of their own customers - you will wait between 30 minutes to get through to customer services. Horrendous.llloll

    BT won't negotiate at renewal, fantastic offers for new customers but unlike competitors and for the rest of us no incentive to remain. I was offered a £1.15 discount on broadband on the basis I had paid a whole year for a service BT couldn't provide.

    I've renewed again this year to allow me to find a reliable ISP that takes care of its customers - if there is one out there.
  • Reviewer
    Location
    Croydon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Very reliable. Good at first. In recent months very poor Wi-Fi signal upstairs, despite paper thin walls. Had to be buy booster.

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