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 stars

Based on 6247 customer ratings since 2020-09-25 (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.

3,158 Customer Reviews over 316 pages

  • Reviewer
    Location
    Nottinghamshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling. Our speeds at best are 2mb - apparently. The reality is more like 1mb and add to this the fact that it is so unreliable. Much of the time the connection is so slow that it times out when trying to browse the web, at other time the signal drops completely and we get the "No internet connection" message. Multiple calls to BT on result in being made to go through the exact same scenarios of restarting the router, unplugging cables, etc etc. This in itself is irritating but when you reach the end of it and they say "well there is nothing wrong" it gets even more irritating. On three occasions we have had people try to connect to us remotely and found that they couldn't and yet STILL say there isn't an issue. On every occasion we use out BT landline for a call they have to phone back to the mobile because the quality is so bad that they can't hear us, and yet, STILL say there is no issue! We have asked times for an engineer only to be either flatly refused or told it will cost us £150. To cap it all off, each and every call you make, even if it is within the same hour, you have to start from the beginning with the process of going through their check list. I have suggested to people to read our notes before to see that this is a redundant request but they have flatly refused saying that they do not have time to read the previous notes! Then what is the point? really? I despair. Use BT at your peril.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I placed an order for BT phone and infinity as I decided to move back to them from Sky. I was told everything would be up and running on 14th April.

    My phone has transferred over but nobody had the courtesy to tell me that there was a problem with the Infinity. I used their contact form to contact them with my order reference etc and got a reply saying it would take 10 days to reply to me. They then sent an actual reply saying I had to call another team as the digital team don't deal with orders. Why ask me to fill out a contact form then?

    I phoned them and they say that the engineers can't fix the fault at the exchange until Friday as they don't have the part they need. BT don't have a spare part for their own exchange?? So the rest of the week without internet and they say that they cannot do it any sooner than Good Friday. I wonder if they actually will sort it out on a Bank Holiday. I'm furious with the lack of information on their order tracking system. If it says "delayed" then at least explain why, without having to call and wait on hold.

    If your phone and internet works then do NOT move to BT. They are absolute jokers - and not the funny kind. I wish I had just stayed with Sky. BT are a total waste of time.
  • Reviewer
    Location
    Exeter
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    Comments
    It was all great for about 3 1/2 years, and then we began to have problems. I believe this was in no small part to your "upgrade" of the BT Vision service. What a disaster! As well as BT Vision service developing problems, our Broadband service began to drop out frequently. Having requested a new BT Home Hub for weeks (as it was clear we have a Broadband problem for months) a nice sensible lady, Bandita, has at last agreed that we must have faulty a Home Hub (Version 2.0 from 2010), and is sending me a new one. Too late dear BT, I have signed with Sky having complained to you on numerous occasions about the Broadband service AND the BT Vision service, to no avail. Whilst BT, last week, upheld a complaint about the wrong advice I was given by BT over the telephone (BT complaints having listened to a record of a conversation I had with one of their "advisors"), BT refuse to make any offer of compensation. Well, dear BT, I guarantee you are going to either spend a great deal of time, and/or pay me at least £60, as I'm taking my complaint to your regulator. BT have failed to provide the service that I have paid for, and have failed to train their team of advisors sufficiently to deal effectively with issues from customers. I have spent many hours in total on the telephone to BT, politely trying to get you to do something. I would much rather have spent my time doing something more productive. BT - you should be ashamed of yourselves!! I'm glad to leaving you.
  • Reviewer
    Location
    Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT Infinity installed Dec 2013 & there is never a week that goes by we're we have no Broadband & to top it all for the last 2 days hourly breaks were the broadband has failed to work...BT then say we have to pay for an engineer to come out and check the sockets etc....What a joke ... Customer Services leave a lot to be desired!!! Now thinking of leaving BT.....
  • Reviewer
    Location
    Essex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is the worst service I have ever used. Over the past 3 months we've been getting broadband speeds of a maximum of 10mbps and a minimum of 0.01mbps - both of which will occur in 5 minutes of each other. After spending many hours on the phone and going through the same useless and redundant 'restart the hub' process we finally got an engineer sent to us - who assured us there were "no problems" and was gone in 5 minutes. Their customer service is appalling with a woman even hanging up on us whilst we were mid-discussion - not to mention the people we couldn't understand as they're all based overseas. I would rather pay double the price we're currently paying and go with someone else rather than BT but as they're unwilling to cancel the contract we have with them it looks like we're going to suffer till next year.
    My family and extended family have all been told of the issues we've been having and i can assure you that BT have lost customers for life because of it.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Comments
    So far so good. I have changed over from the terrible direct save organisation. System is efficient and service is good. Having read some of the comments posted by others I am keeping my fingers crossed the good service continues. So far so good :)
  • Reviewer
    Location
    bridlington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Thought i would put this here so nobody gets BT it is horribly slow
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst service ever and very deceitful....was told I could access my service anywhere in the world via their links to FON etc internationally. Having traveled to USA, Africa, Middle East and Europe I have never once been able to receive the service... I still have to rely on my 3G with Iphone which is very expensive....complete con...!!! Don't sign up with them..! I wont be renewing my contract.....ever again..! this brand is damaged beyond repair and will take several generations to regain consumer trust.
  • Reviewer
    Location
    Keighley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Fail to understand how a company this remote from it's customers, and expensive still exists. May as well be Bangalore Telecom, and why is it only when We've had enough and leave are they suddenly interested and the ability to deal with someone feigning empathy and caring comes in to the equation. Never again. Too expensive and too lacking in caring and customer service. Now we have left, somehow they say we have placed an order for 12 months telephone contrct, which we certainly did not. The explanation behind this when we contacted them made no sense and i'd question the legality, never mind the morality behind it. Never again, even leaving them is like getting rid of a bad smell that hangs around
  • Reviewer
    Location
    Keighley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Incredibly rude and unhelpful customer service, extra charges for services I was told would be free. Cannot express how much you would be better off with any other company. I joined them because i wanted broadband for my children s school work i also got land-line, they joined me with no problem but after the first month they got the bill and when they'd received the bill they suspended my broadband and land-line for 2 weeks, caused me so much trouble, id advised any one with children to never join BT because its a completely terrible service!

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.