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
    3.1 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 11738 customer ratings since 2019-08-03 (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.

2985 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
Being fobbed off completely how rubish is this company

My partner have got them for broadband broad band was fine for a few months then they started cutting us off before the bill was due to be paid then after we paid it on the day it was due the broadband started to go funny my partner rang them up and they said that it's because it's under the stair case and because my partner has a ps4 on the wifi and some phones on the wifi which is exactly the same as when we started off so the sent a wifi booster so we can hard wire the ps4 which by the way seems a bit weird in how its set up we set it up and ps4 doesn't work hard wired plus the box then turns amber and doesn't budge and then my partner rings up about 7 times and the whole time they keep hanging up on him then we manage to get someone to stay on the line and he's now saying that we have to put everything back to where it originally was as you can't hard wire the ps4 the way we have been told
does anyone in that company know exactly what they are doing at all because to us all it doesn't seem like it which means there shouldn't be a bt company anymore
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Green Hammerton 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  
Worse decision I've ever made! I thought I was changing for a better supplier but I was complete wrong. Don't be silly as I was and join BT. They're just money takers and you will regret your decision. I have now two internet suppliers as BT never works!
Advice? Go Virgin! Best you can find.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford BT  
SOLD US FIBRE THAT DIDNT EVEN EXIST,CLAIMED WE HAD ACCESS TO IT IN OUR AREA....Without doubt the worst customer service ive ever experienced.Calls and emails completely ignored.My company took case to communications ombudsman and had all 6 issues upheld.You would never in a million years believe a company of this magnitude could get away with level of poor customer service.the sort of experience youd expect if you bought broadband of Del boy and Rodney.AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
boyle BT  
There is direct fibre optic to premises where I live - BT of course (monopoly).
The max speed offered at my address is 350 Mbs / 50 Mbs.
I ordered Super Fibre 2
which is 74 Mbs / 20 Mbs. I achieve 10 Mbs upload and BT says there is nothing they could do about it. This is how they screw customers at address where they have monopoly. I would never join them if I had a chance to choose other provider.
HOW CAN THEY OFFER 50 Mbs upload at the address and they can't provide anything above 10 Mbs?? I will never choose them again!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Glasgow BT  
The most incompetent company I've ever had the displeasure of buying from. After attempting to set up a fibre broadband package at my new home, I was informed on my activation date that the original order wasn't even actually confirmed due to human error. I then attempted to set up my broadband package again. Two weeks later, on my new activation date, I was told that the order had been cancelled moments after I placed it despite the fact that I had not been informed and had made two subsequent calls to check on the order where I was told it was processing. It turns out they had tried to take over my neighbour's line instead of the deactivated line because, for some reason, when confronted by two active lines and one deactivated line, they assume one of the active lines is the one I'm attempting to set up broadband on. I'm currently sitting on my phone being told by a BT rep that they won't be able to honour my original deal now for reasons that can only be summed up as "we don't want to do it anymore", even though the only reason I don't have broadband at the original price is because of their own incompetence. I will never buy a BT product again and any BT rep I see standing on a sidewalk during a rainy day is getting splashed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ely BT  
Appalling lack of clarity when getting broadband installed. I ended up taking days off work to wait at home for engineers that never turned up.

Please I urge anyone reading this to never get BT internet
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Manchester BT  
They allowed a takeover to take place without informing me about it and tried to charge me a cancellation fee. I was then promised priority re-connection which was a blatant lie, I was promised to be reconnected by a specific date which was also a lie. A code of ethics is missing in BT. Trying to charge me for their mistake (proof: text message informing me of the takeover came a day late and the letter was dated a day after my internet was disconnected), lying blatantly to my face, what kind of business practice is that? During the whole process, it took 3 different reps to actually get an apology for what happened, they made absolutely no effort to compensate me in any way for my inconvenience. In fact, Instead things kept getting delayed and I had to argue to get a refund done for the part of the month I paid and didn't use. In conclusion, if you want reliable service, professional and courteous customer service and ethical approach to situations, believe me when I say, BT is none of those. Do yourself a favour and go with literally anyone else. You will save yourself a headache.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh BT  
God awful people and a god awful service. They add hidden charges in to your bill but will never ever tell you what the charges are. When you ask one of the idiots at the help centre they can never, or will not tell you what they relate to. Ask for a full breakdown they will send exactly the same bill you are questioning. Be warned, you will never know what you are paying for. Don’t use this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool BT  
Very disappointed with BT 's customer service and broadband speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Cupar BT  
The broadband is okay but it does drop out. What really bugs me is their dishonest practices. I rang to say my broadband was not giving acceptable speeds and they said I should have been sent a new hub the last time I upgraded. They agreed to send it out free of charge. What I didn’t realise was that they renewed my contract at the same time - signing me up to another 18 months. They added Sky Sports, some HD thing which were free for three months and then started charging me. None of this was discussed on the phone. Due to some family difficulties, I didn’t check for a few months. By which time my bill had gone up from £27 to £65 a month. I called them and after TWO hours on the phone I got the sports and HD stopped and refunded. They said they could not listen to calls that were longer than six months ago. That they refunded me as a gesture of “goodwill.”
But I am still tied into a contract for another year. I will then leave as I find this kind of sales tactic unacceptable. I got the impression they are well aware of their dodgy dealings and the line “we can’t listen to calls made more than six months ago” is a well-used get out clause from admitting their dishonest sales practices. Shame on you BT. No wonder they don’t have Facebook reviews activated!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Droitwich BT  
I've been at this property for approx 4 years. for 3 years and 6 months, the connection I couldn't complain about. approx 12Mbps, but it worked. probably dropped connection about once per week. either wifi dropped, or hubs connection to the net dropped. no real problems.

for the past 6 months (second half of 2019), the speed has gone up to 20Mbps (which is nice) but my connection has been dropping, probably up to 5 times per day, either wifi, or hub to net. it is starting to get slightly irritating. websites will stop responding for no reason, 5 second delay, then "no internet" message. wait 20 or 30 seconds and it usually comes back. I haven't contacted customer service about it yet.
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Gloucestershire BT  
Cant run more than 2 xbox ect.
I have bt best broadband £80 a month. It rubbish
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Cambuslang BT  
Bt is the apsolute worst broadband provider I have ever used, internet is slow and cant even get a connection 2 feet away, 100% not worth the time or money
Wales BT  
With a speed of 0.1mb upload and down load
Absolute disgrace on BT behalf as I have to travel
30 miles to upload my days work .
I have to move from this company

Josef
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dromara BT  
Mistakes after mistakes
Transferred from Sky to BT on 18th November retaining my old number only to find out on 21st November they gave me a new number.

Customer service has been terrible trying to resolve this and I won’t have my proper phone number back until 5th December (large pinch of salt taken) so I would be very wary of any service commitments they make.

They also tried to charge me £25 for the privilege of sorting out their cockup.

Disastrous so I would strongly advise against them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Scotland BT  
over last 8 weeks BT Download rate has been well below the 52 Mb/s guaranteed value.
getting BT to address the issue (Indian call centre!!!) is frustrating.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
TETBURY BT  
If you want to get internet from BT make sure you place your order at least 6 months in advance. Last time i believed 3 and a half months just happened by mistake, but 6 years later it's the same. You just lose money taking days off work to receive a call before noon with "sorry, can't be done today. Have a nice day!". Well, i will sure have now, thank you
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Kingswood BT  
Worst company i have ever dealt with. All they are interested in is signing you into a contract then providing you with crap service. My broadband speed was 2MB! When i complained they said the small print states a minimum of 1 MB ! They then offered me an updated router for £70. Dont be fooled by the name. BT is crap. Ive since moved to talk talk. Excellent customer service. Excellent broadband speed and at 1/3 of the price.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Inverness BT  
Honestly I can cope with the crappy broadband speed, what really pisses me off about bt is how often there’s a problem and we just lose internet all together. I’m a student and I have a whole lot of my work online, I rely on the WiFi heavily, so when there’s ‘an error on the line’ so it just doesn’t work and I can’t do anything it’s bloody inconvenient. Inconvenient doesn’t even describe it and I would be a lot more vivid if I could. If I could I would give it 0 in broadband reliability and overall satisfaction. Our WiFi has stopped working altogether multiple times and each time they **** around for a while saying that an engineers coming and then that there was an error and they can’t so it’s delayed and I end up going weeks paying for extra data and piggybacking off the school WiFi and my friends hotspot which costs me money and isn’t good for anyone. On top of this because of where we live I don’t have service anyway so I’m not contactable for a while and can’t do anything. The only reason I wouldn’t give customer service 0 is because I have pity for the poor ******* who work for this company. We pay £30 or something a month for this and honestly I think we should be paid for the torture which is using bt.
NEVER USE BT, ITS HELL. (Especially if you live in the countryside).
  • Speed
    2 stars
British countryside BT  
Speed of "super fast" business broadband (paid extra money for it & been waiting nearly 3 weeks) Ping 656, download 0.51 Mb/s, upload 0.23 Mb/s - tested on 3 different websites If you don't like our Internet find another supplier "BT Customer Service" Are you seriously BT?!?!?!?!?!?!?!?!?!??!?!?!??!?!?!?!?!??!?!?!?!??!??!??!??!?!?!?!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton BT  
I am very disappointed of this company.

Prices always go up during the contract. When contracts ends they charge you more than normal. The internet speed it's not great. During the night the internet sometimes falls.

I will NEVER use BT again in my life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath BT  
We went with bt as the previous tenant was with bt and we thought it would be a straight forward swap to our name. This was not the case ! We had an order for the phone line and internet to be changed into our name (which apparently you need an engineer to come out 2 weeks later to do) when this was done, we recieved a new number ..we requested from day one to keep the previous number as we were running a business and that was the number our customers where familiar with. We were informed that as soon as the order was completed we can ring up to confirm the number change, So we did. We were then informed that the number would be changed within 24 hours .... 24 hours later the number was still not changed. After ringing back the following day we were then informed that there was another order on the account that had to be completed before the number could be changed. As we had not placed an order they cancelled the order and told us it would be another 24 hours before the order would be cancelled and then to ring back for the number to be changed. So as you can guess we rang back 24 hours later to change the number to then be told someone didnt cancel the order so they would cancel it and it would take another 24 hours ( why it takes 24 hours to press the cancel order button I do not know! ) since receiving our bt order on 5th November we are still waiting to have the number changed back to the original number! After being on the phone many days and many hours I was finally passed to a supervisor who informed me that IF I WAS TO PAY FOR THE BUSINESS ACCOUNT I WOULD RECEIVE A BETTER SERVICE! Which we were told at the beginning it will be easier to stay as a personal customer for now as that is what the previous tenant was and that it would be easy enough to change at a later date! After speaking to this supervisor I was informed that he would cancel the order and he would call me back to re arrange the phone number change between 11:00-13:00, did I recieve a phone call ? NO I DID NOT! I rand up at 13:02 to find out why I hadn't recieved my phone call and the lady on the phone said she had passed the message on for me to get my phone call. The NEXT day I recieved a call which was not from a supervisor and was informed there is nothing they could do as I'm not named on the account even though they have been speaking to me everyday since getting Bt and everyday they recieved permission to talk to me and permission to change the number! All we want to do is have the original number back on the landline which has took 8 DAYS so far and still counting ...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shocklach BT  
WORST INTERNET EVER! I've tried many different service providers but this is the icing on the cake when it comes to bad internet! There is no internet full stop! The constant connection dips 24/7 is ridiculous! My emails don't even come through for days coz of how bad it is! I can't even game online anymore coz the lag is unreal and embarrassing and everyone keep telling me to switch my service provider coz it's trash! Don't ever go with BT, It's horrendous. I connected it to my phone but it doesn't even connect to my TV. Absolute trash!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool BT  
After 90 days I finally managed to get broadband ordered. I had to chase BT up for info all through the process instead of them coming to me and the text messages I received bore no relevance to my order. After all that the final guaranteed speed that they can give is an abysmal 3Mb/s
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Cumbria BT  
I feel like every one of the reviews for every service provider is automated by the opposing competitors to extend the likelihood of finding different providers.. by was good for me yet the reviews are insanely bad. I got a good deal and had to sign off of it as I literally didn't need it because I bought a phone contract that gets 100gb data a month..
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
None BT  
We pay £87 a month for shocking broadband. The download speeds are appalling and the speed test online states they are not able to process the speed - which is a complete cop out. Disgraceful having to pay this amount of money a month for such poor broadband
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newry BT  
Been with BT for a while now and can honestly say it is a complete joke. For many months now I have kept being disconnected from being online. Download speed is shocking. Bought extenders but nothing happens.
Stoke BT  
BT should restructure their appalling customer services operation that has completely ignored my complaints. I shall be moving to a more professional provider as soon as I can, and I strongly advise others to avoid BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gloucestershire BT  
BT are the worst. I have bought extenders, upgraded the hub, splut the signal bought more discs, upgraded the service and still have a terrible broadband signal. It pulses and drops out. Only works next to the main hub to watch a film, slow everywhere else in the house. BT only guarantee a signal everywhere in the home, yes I can see the broadband, but it is too slow to use. Avoid at all cost, read their small print, do not guarantee a useable broadband, only guarantee it to the house.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ystrad Mynach BT  
Bad customer service,they dont value your custom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
portadown BT  
Very bad company, call them 5 times already, they did send enginer he change the hub for New but internet still keep dropping out, low speed even if I choose the highest option, So pour customer Service keep telling the same lies, they cant deliver good signal, stay away from The company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Radstock BT  
One day the wifi just stopped working. It has been two and a half weeks and it's still not fixed. Their communication is terrible. No one knows what is going on. It has cost me time and money trying to do the job Im paying them to do. Worst broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham BT  
The worst experience I have ever had. I would look to use anybody but BT.

If you enjoy 2 months of hell with a customer service team who are completely inept then this is the service for you.

I have never come away from working with a company with such a passionate distaste for them.

CHOOSE ANYBODY OTHER THAN BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON BT  
I have been trying to add "complete wi-fi" on to an existing package. This costs an extra £8 per month but would solve issues we have with thick walls. To sign up, our BT TV package will only last 18 months and BT broadband 24 months. This will mean a 6 month gap and pressure to sign up for another contract with BT. This is a risk that could be too costly. Very disappointing.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Battle, East Sussex BT  
I was approached by BT to sign up for another 18 months and that would involve me going on to BT plus. At the time my line throughput was 41Mbits/s. This speed remained constant for a couple of months and the it started to drop and eventually went down to 10 Mb/s. I rang BT and unfortunately had to speak to their Indian help desk. I had to remove all connections from my router and went through all the tests until the last test where I had to hang up. No call back on reply. I rang them again, a different agent. He insisted I go through the testing sequence again. Again I was told to hang up. Nothing again. At this point I gave up. A friend of mine who works for Openreach measured my line and said there was a high resistance fault probably on the pole outside. I rang BT and fortunately got a British operative who logged it as a fault and three days later an engineer came round and fixed the fault. All well and good I hear you say. No. The throughput speed came up to 25Mb/s. I had somebody ring me to see if I was satisfied. I said no. They decided to send me a new router. I installed this and this one had a software field that actually measured the line speed. It said it was running at 30Mb/s however testing with their own software and Ookla line speed tests it has now dropped to 20Mb/s. The router says it is running at 30Mb/s so what am I to conclude from this? It would appear to me that their network manage to system is throttling my line down to 20Mb/s. As a result of this and poor customer service I shall be voting with my feet at the end of the contract
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Canvey Island 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  
very poor broadband speed
had some work done 2 months ago. But says it is not connected every time we contact BT
This service is very poor
We need an explanation for this delay
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Albrighton BT  
Worst broadband experience. Broadband kept on cutting out, after multiple attempts 7 engineers, I finally managed to cancel my contract and get a full refund of charges. Very, very frustrating though, useless broadband. Back with Sky now, not had a problem.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Westcliff-on-Sea BT  
After 6 weeks of trying to get internet installed, it’s pretty obvious BT have some huge internal system/process issues, I have experienced 4/5 times of having conversations / orders placed only to find out that the relevant email/sms does not reflect anything ‘booked’ on their systems.
On top of that the complaints procedure is obviously a token gesture as it’s quickly closed followed by a experiencing exactly the same issue you complained about. Overall absolutely abysmal service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
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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