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 6234 customer ratings since 2020-09-26 (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
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Setup was a nightmare. Utterly horrid. I have never been so stressed before in my life. Despite giving all advanced warning installation only started 2 days after at which point we were informed (after being on the phone for over 2 hours and being transferred to and from 3 different call centres), from the technical support suggesting that I go out and purchase an old fashioned telephone to test the line from my socket to their exchange.
    They couldn't make it any faster and it was totally stressful especially with my wife needing internet to study from home in the middle of moving house.
    We also had this idiotic broadband talk which was never properly explained to us and seemed to half work and which I asked to be turned off - with the lack of paper bills it was only recently that I noticed that this was *still* being charged for despite my request.
    However, speed is good. 18meg/20 consistently, occasionally connection cuts out requiring a hub restart which is a bit annoying. It's fine now, after setup, but the whole process reflects poorly on their customer service. My wife hates the random cut-outs and wants to switch to virgin but their customer support isn't much better.
  • Reviewer
    Location
    Enfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    Comments
    I thought my case was bad and made me angry. Having read most of the comments here, I was kind of the 'lucky' one. I am so far, happy enough with the technical side of the services. The area that I am not happy about is when contacting the customer services. There was no help in anyway, basically they just want to say "this is it, take it or leave it". As an existing customer for almost 30 years, I thought I was loyal, I have never asked for anything eg discount, I pay my bills on time every quarter all these years. But when I decided to upgrade our broadband to infinity 2 (not having it install yet) I will be paying more than a new "valuable" customer, no discounted few months offer etc. I was on the phone to BT to sort out some internet problems to start, and was decided to have it upgraded after a long chat with the engineer, I complaint about not being told of some of their offers which I could have had (this was when I realised afterwards) and I was told, as BT personnel, they do not need to tell customer, it is up to us to shop around....bla...bla...bla.

    I have been in touch with two officers, this is what they say in the end "if you are not happy, you can cancel your order"!

    Nightmare talking to them!

    But thanks for the comments, I will look at the bill more carefully.
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I signed up for broadband and calls just over a month ago when i was drawn to the attractive offer of half price broadband for 6 months. Not knowing what my usual usage would be i took the minimum package with 10GB usage per month at £5 per month and then £10 per month after 6 months. I went over the usage in my first month and have already exceeded this months usage. So it is clear to me that i am on the wrong package and should have taken out the unlimited package, also on offer at half price for 6 months. When i have tried to move to the correct package i have been told that i would then pay the full monthly costs of 16.99 and not receive any discount. the discount that persuaded me to join up in the first place. This is because i am not a new customer, even though i have only been a customer for just over a month! I feel I have been tempted into a good deal and then had that deal taken away from me straight away. I am not locked into a 18 month contract feeling disgruntled that i have been mislead. Why they couldn't just let me move to the unlimited package with the half price for 6 months offer i don't know?! It's total BS. I will not be continuing with there service after my contract has run out.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I used to have Virgin Media (not my choice but landlords) and oh my god was that the worst. Not only is the speed god aweful but the reliability is a joke.
    Switched to BT and i've had fast internet with very little downtime. Best thing is there is no fair-use policy like you do with virgin so I don't get throttled when I need to download something from steam.
  • Reviewer
    Location
    Isle of skye
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    Comments
    I was with talk talk for the last few years. Recently my broadband speeds were down to 0.5 in the evenings making watching youtube or anything impossible. I spent hours on the phone to their help line and had an engineer out who said there was no problem with the line.
    I decided to move to bt although the reviews online made me wary. I had good reports from friends who are using bt broadband. I took the plunge and ordered bt unlimited broadband with evening and weekend calls. I received my hub 2 days before connection date. And on the day of connection I was struggling on with my old talk talk connection at a speed of 1.5 and received a text from bt to say my bt broadband was ready to use. I unplugged my old router and plugged in my new bt hub. Took just a couple of minutes including taking it out of the box. The router took a couple of minuted untill the light turned solid blue and typed in the wireless key and password into my ipad and was online. Less than 5 minutes and it was surfing at a speed of 6.5 I have only had it for a week but the speed has remained above 5 in the evenings and during the day. So far very happy but I will write another review if there are any problems at a later date. I still think that getting reviews from friends and neighbours in the local area is far better than online reviews.
  • Reviewer
    Location
    shams
    Reviewing
    BT
    Date
    Ratings
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I joined BT on 14/02/14, I have broadband but no land line, over 4 days I am having a hellish time, it is absolute torture, customer service is an incompetent one and have no clue and gives no help whatsoever.
    do not join, do not join BT you will regret.
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Shocked by BT's customer service/tactics when it came to leaving. First BT operator said they would send out MAC code in post and should arrive 5-10 days. After 2 weeks called again and I was assured MAC code was in the post. Called again after a further week and third operator left me on hold for 18mins only to tell me they would call me back - they never did. Called again to be told that MAC code could in fact be given out over the phone - not impressed. BT = expensive + dreadful customer service. Hopefully EE will be better - they are certainly more price competitive.
  • Reviewer
    Location
    Uk London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I renewed contract with bt and as the old router was providing never-ending disconnection problem, they sent a new router but the new router was even worse than the old one that the Internet gets disconnected every five secs. I called bt and the tech guys have been doing never ending testing but would never call me back. I had to call back every single time, they promised to call back for four times but never happened. After never ending arguing with hopeless customer option team as well as tech guys for entire three days, I ended up going barking mad at them, and they finally proposed to send a new router. They are just absolutely irresponsible, useless and hopeless in helping or sorting problems out!!!!!!!!! Just can't wait till the contract ends. And no wonder why people complain so much about bt.
  • Reviewer
    Location
    Argyll
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Reviewing this simply due to the fact of how shocking BT's Broadband is. For the last year the Broadband in our area has been disconnected every second night without fail during peak times for around 1-2 hours, on top of this when it is actually running you are lucky to get any decent usable connection, when streaming video's you are consistently directed to 140P, even on this you still run into buffer problems, whilst contacting customer services about the situation BT essentially said there is nothing they can do until Fibre is installed, even then I doubt their speed will be all that great. Would highly recommend not going with BT for Broadband.
  • Reviewer
    Location
    Mytchett
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    WOW.
    What an awful company.
    I switched over from Sky Broadband last May, as the current infrastructure only offered me up to 2Mbps, in reality it was only 0.7Mbps.
    BT had a fibre backbone, so could offer much higher speeds. I clocked it at around 79Mbps.
    After 2 missed appointments, and 2 days off work on my part, I finally had it installed. As a goodwill gesture for wasting my time, the guy on the phone offered me my first 3 months free, which I agreed was acceptable.
    After 3 months I got a huge bill for around £190. So I called their ridiculous phone system, and on the 3rd or 4th try managed to speak to someone. They denied all knowledge of this promise of 3 months free, and I urged them to listen back to the phone call as I would like the goodwill gesture that I was offered. They said they would listen to the call, and call me back within 7 working days. 7 days passed, no phone call. I called again (through THAT phone system) and asked why I hadn't received a call. No knowledge of the request. Great. Apologies, blah blah, they will call me back within 48 hours. No call. Getting angry now.
    After a few calls on different days, trying to get somewhere, I gave up hope. Very angry at this point.
    So I had a moment of madness and decided to email Mr Ian Livingston.
    He replied back within about 20mins saying he was very sorry and would pass my details onto a 'top level customer service manager' - sounded promising.
    Sure enough, the next day I had a call from a lovely lady. She said she was sorry I've had such a bad start with BT, and that she didn't need to listen to the original call. She will refund all the charges so far, including the late payment fees (I refused to pay a penny until it was resolved).
    So, as of 1st October 2013, I was about £4 in credit.
    Wonderful result!!
    Alas, it has gone downhill from there.
    My standard month bill is £44.45, Infinity 2 + line rental.
    I don't have a phone connected to the phone line, and BT Infinity 2 is unlimited - so I know what my bill will be each and every month.
    Unfortunately the BT computer system doesn't see it this way.
    I had a letter saying "You are using more than you should, so we are increasing your monthly payment to £70 to cover this".
    I was furious.
    Every month I call them, speak to managers, other staff, explain the whole story time and time again. I have been on the phone for 2hrs more than once and not got anywhere.
    They have taken a total of £350 over the last 5 months (5 x £70), instead of £207.25 (5 x £41.45).
    So I figured they owe me £142.75. They refute this.

    Another thing is they generate a quarterly bill, which I wasn't told when I entered into a contract. I am also on what they call 'Monthly Billing' as opposed to a standard Direct Debit, all because I wanted the DD to exit my my account on a specific date. This practice is standard in the 'Utilities Industry', apparently. Which is funny because I don't have this problem with my gas and electricity providers.
    By having a 'Monthly Plan' (they tell me) that the amount can be adjusted by them each month as they see fit. BS.

    All I wanted was a bill each month for my usage. Whether that's in advance or not, I don't really care, because I KNOW what that bill will be because I CAN'T go over my allowances due to it being unlimited and not having a phone connected.

    I had my final call about a week ago, and after 2 hrs I asked to speak to the cancellation department. After another lengthy hold, and explaining the whole story AGAIN, the adviser said I couldn't cancel as there was an outstanding debt on the account and I need to speak to billing first. I was furious.
    An outstanding balance?? When I am owed over £140??? I couldn't believe it.
    Again I was put on hold, back to billing. On hold waiting for a manager... Explain the whole story YET AGAIN... Either he hangs up or we get cut off.

    .........

    Speechless.

    So, I'm still at odds as to what to do.
    No matter how many times I speak to them, or who I speak to, I never seem to get anywhere.
    Heaven knows how much time and money I have spent calling them from my mobile.

    To add insult to injury, Sky released their own fibre service about 2 months into my BT contract.

    On another note, 3 weeks ago some nice person decided to crash their car into the green BT node at the end of the street, severing internet and phone connections to my whole street. This is not BT's fault I know, but it took around 2 weeks to fix, with no email or phone call to apologise. I called them to ask why I very rarely saw an Openreach engineer at the crash site. They said they would look into it...

    Internet is back now, so I'm expecting a refund for the 2 weeks I had no Infinity 2. What do you think my chances are?

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.