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
    2.9 stars
  • Customer Service
    2.9 stars
  • Speed
    2.7 stars
  • Reliability
    2.9 stars

Based on 16175 customer ratings since 2018-06-19 (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.

2822 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
BT Infinty is really good - the kit is really well packaged, simple to set up and performance is good and stable.
Fundamentally good product makes up for the wacky world of BT customer service - perseverence is the key - keep going till you find someone sensible to talk to and ignore the muppets (eg the nice man who advised we had a problem with the underground pole). So far all has eventually come good in the end.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
TURVEY BT  
No issues, just expensive
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Biggleswade BT  
BT is great. I keep finding my self coming back to BT over and over again. The Indian call centres are lousy however, the actual internet service they provide is absolutely top notch and I have never had my connection go offline EVER. The English call centers however, are good (if you every manage to get through to them).
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sutton BT  
We have had BT for many years. Poor broadband service initially was eventually fixed when they found the problem lay not in our home but in their exchange! Have had consistent 11Mb service with no dropping for years. Now considering moving to fibre but not sure it is worth it or that we will get a better service than now!
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Fife BT  
SKY was very slow and timed out regularly and particularly in on-line auctions. This resulted in not being able to bid and losing items by the time of re-setting back. SKY also sometimes completely disappeared just leaving LAN connections and no (Big Computer Icon)Internet Connection. I joked when leaving SKY I could 'RUN FASTER' :-) The upgrade they gave me for an extra five pounds a month was no better. I did give them a chance but nothing changed. To-day I received and setup the BT hub package I ordered.It was effortless,in fact all I did was connect the wiring(ADSL Filter,Phone Wire and LAN wire). It is so fast 100% faster than SKY nearly 6mb to SKY's 3-4mb. I'm glad I switched to BT, a better service for less.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Eaton Socon ST NEOTS Cambs BT  
BT have just upgraded my broadband, during the upgrade there was an accidental break in service. I reported this at about 1700 on 27 December. A smart engineer arrived at 1100 on 28 December and tracked the fault back from the house to the cabinet, including checking the incoming wiring. All was fixed by 1230. First rate service. I also ended up with a SIM card that I didn't need, this was cancelled with a minimum of fuss. Thank you BT
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton BT  
My broadband speed was really poor but when I reported this to BT they sent out an engineer within 2 days and fixed the problem. This was only a few days ago and so I cant really comment on the long term but so far so good. Their customer service was excellent.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Co Antrim BT  
I had infinity installed last week in my new house and it was completely unreliable.
On Monday I called them expecting to be on hold for hours, passed from person to person, etc.
I got straight through to a foreign call center. Here we go I thought.
How wrong I was. The guy was very efficient and actually listened to what I said. After he had performed a few tests his end he agreed there was a fault and escalated my case. He told me an engineer would go and check the main box and I would get a call back on Wednesday evening.
Again I was skeptical.
Anyway, on the Monday evening my broadband was completely down for an hour or so. Where they really fixing it this fast?
By Tuesday it was working much better and on the Wednesday evening, as promised, I got a call from the same call center guy asking how my service was now.
I said it seems much better. He said he would keep the case open anyway to make sure and send me a text. If I have any further problems he said to just reply to the text and BT will call me back within two hours.
I'm a little astounded. This was great service. Quick, efficient and simple.
I'm the first to give out bad reviews to companies that deliver bad service so thought I should post about how good this service was.
Well done BT.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
St Austell BT  
Been with BT for three years now, always there when I need it, not let me down yet.
Downside:- Very expensive and overpriced.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
East Anglia BT  
With the introduction of BT Infinity 2, I was given an estimate of 57Mbs download and 20Mbs upload. I am consistently getting 70+Mbs down and 14 - 17.5Mbs up. Very pleased with the sevice. Line profile did vary by 20% in first 3-4 days but has now stabilised at 77Mbs+
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lancaster BT  
not sure why there are so many negative reviews; we have had BT broadband/phone for 11 months now; never had any problems, fast speed (usually around 50 MBps - as 'promised') reliable landline - only reason we're (probably) going to change is that the initial 12 months discount expires... and now things get really expensive :(
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester BT  
I have BT's best for around here, 80 mbps. I'm lucky to be very near the cabinet and I actually get close to that speed, 74 to be picky. I did however have some problems in the months following it's installation, with speed. It would drop by 50% or more every 3-4 days and required a reset of the router to fix it.I noticed that it never dropped below that speed. I got fed up and suspected that BT were taking the Michael; charging me for 80 and supplying 35. Let's face it most people wouldn't notice! I complained about this and got a phone call telling me the line was fine and the problem was "static electricity build up on the router" and that I would have to continue to do a reset when speed dropped. What sort of modern equipment would be susceptible to that? I guess he was reading from a crib sheet. HOWEVER since my complaint a strange thing has happened. Not once since, and it's more than 6 weeks now, has the speed dropped. Not once! Static build up my derriere!
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
West Sussex BT  
Excellent download speed on average of 45.5Mb. Upload of 13.6Mb. Occasionally wavers but on the whole a good service. Its worth paying for a better service if you want faster speeds.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Heelands BT  
I must be one of the lucky ones after reading such bad reviews. I've been with BT for a number of years and only had one problem when our phone line went dodgy. But overall, the speed isn't as fast as it could be, but it's okay. Customer service is pretty good. They have made the effort to call me back when I've been on the wrong shift. Broadband reliability is good too. No breakdowns. In fact when I switched to BT from Virgin and Virgin turned me off three weeks early, BT gave me 4000 minutes of free internet to tide me over until they connected me. Now that has to be good service.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Hereford BT  
Have been with BT for about 12 years using their broadband and fibre services, packaged with a landline. The service has been very reliable and easy to set up. The one time we had problems, the router was replaced (for free) and immediately resolved the issue.

However, despite the service offering up to 40Mb, we're lucky to get 20 - good enough for what we need, but not as good as advertised, and not likely to be good enough moving forward with the increasing demand for bandwidth.

The price has also risen significantly recently - nearly a 30% rise over the last year. As a result, we're looking for a lower cost deal, either with BT or someone else. That's not reflective of their value over the length of our time with them, but of their current price and what we get for it.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Hertfordshire BT  
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.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Cambridge BT  
Switched to BT from Utility Warehouse using U Switch. All communication very good, emails from BT keeping me informed all along the way, equipment arrived when said it would, switch over happened on the day it should. All very good, nice and easy. Excellent Broadband.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cambridgeshire BT  
I was a bit disappointed with my speed at first but since I've changed my wireless adapter I've noticed a distinct difference and am now getting the speed I was promised.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wallsend BT  
Beats Freeserve/orange hands down. Very easy and efficient change over.Much faster up and down loads.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Oakley BT  
No issues it has rarely if ever gone down and speeds of up to 40 meg
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Grange Park Swindon BT  
better than other supplier that i have at this address at least my broadband works 24/7 rather than not working for week in 3 mounths & the supplier taking a week or longer to get me up & running again yes my speed is not fast but that is due to the distance of my house to the exchange so it does not matter who my supplier is my speed will not change & with some suppliers it was actualy less (not sure how that happens) but at least with BT it has been reliable.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Slough BT  
I transferred to BT Mobile after 14 years with Three. Not only did I get a cheaper deal, but the 4G average is 97mbps compared to Three’s 53mbps. I honestly thought that all providers used the same masts. I’ve had 2 issues with 2 calls to knowledgeable people in the UK! What a difference not having to repeat myself again and again. Both calls were answered quickly and sorted in a single call. I have signed up for BT Plus and Broadband speed is decent for my area. Having double my mobile plan means for workers from home I can tether to my iPhone and get websites uploaded 700% quicker. I still believe the fixed line could be quicker, but overall, very good to have a British brand firmly back in Britain!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Argyll BT  
Finally our speed is around 15mb from 7mb. which is excellent for our area
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Stuminster Marshall BT  
Very happy with service in general except with speed. But told system being updated to fibre optic in jan 2011. apart from that excellent service and customer service couldn't be more helpful
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Crumlin BT  
Had BT Infinity 2 for the last year and haven't had any problems. My installation was a different matter and after moving house, took almost 2 months to get a working installation. I found the Mumbai call centre to be useless and they were the first to ever be shouted expletives at! I found that complaining on the BT Facebook page is your best bet. Fill in the page you are given a link to and the brilliant team in Northern Ireland will help to get you a decent service. They even phone you at convenient times and deal with you like a human being. In short my service has been amazing ever since. The BT bill is large but you get what you pay for I suppose!
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Staffs BT  
My change from standard broadband to infinity worked seamlessly. Hub delivered on time and upgrade occurred without me having to do anything or even be in. It's true I had to a MAKE a firm point about new customers being charged less but as a loyal customer I was given a very good deal. Other providers may be a bit cheaper but I'm not game to move given how well BT has always worked for me. I'm not sure they always give the same info when you ring up so you do have to be rather on the ball but if it ain't broke don't fix it. Very happy with BT
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
South East UK BT  
As broadband providers go, BT is really not that bad. The router they supply is pretty good and is dual band so currently using the 5ghz band and get an excellent wi-fi signal.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Great Yarmouth BT  
I have had a couple of problems with my Broadband
over the past couple of years with BT. However on contacting them my problems have been dealt with efficiently and quickly. On the last occasion they even sent an engineer around the next morning and as a result my broadband was back online faster than ever. They may be a bit more expensive than some other providers but service they offer is worth every penny. I certainly can recommend BT.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Newhey - Rochdale BT  
Do not change houses with BT. Ever! By far the worst customer services and installation team that has ever existed. Nobody has control of the process and they will not provide any compensation for loss of broadband service when reinstalling is delayed. It took them 2.5 months to change over our broadband.
  • Speed
    4 stars
  • Reliability
    4 stars
Wales BT  
Our internet crashed today, not great when you're working in a busy office that relies heavily on the internet. I spoke to Val from BT who was very helpful and incredibly patient considering I did not have a lot of the information needed to help her work out the problem. She got our internet back up and running again and was very friendly to talk to. Thanks Val!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Bushey BT  
Worst customer service ever.
Great if you have no issues. But you soon lose the will to livensure iffy you have. They repeatedly don't listen to wha you havery to say then when they eventuaLlysfaen do yheyou pan you on to someone else. You can go around in circlesome for days. The customer services or complaints department don't seem to exist if they do theybcanot help you. YOU WILL BE TOLD TO CONTACT SOMEONE ELSE 9you havery been warned Keep Clear)
  • Reliability
    4 stars
Perthshire BT  
good overall but call centres in india a no no can not understand the plus very patronising
  • Satisfaction
    5 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
worcester BT  
I have changed provider from Virgin to BT. Want to go back to Virgin because phone does not receive incoming calls even after 19 days. BT want to charge me £283 for changing back. Had 2 appointments for an engineer to come out and repair, Neither time did anyone come. Customer care outsourced to India. The people are very hard to understand, and do not resolve the problem. Absolutely totally frustrated. I have never known of such poor service before. I wish I had not changed provider to BT.
  • Speed
    4 stars
  • Reliability
    4 stars
Derby BT  
Been using BT since dial-up days.Cannot recall any occasion where I've been annoyed by an interruption in service.
Download Speed is reasonable at 26 Mb/s but not as fast as advertised.
Complacent but happy I guess.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
blandford forum BT  
My phone line hasn't worked for over a month. I raised a ticket and they said they'd fixed it but they hadn't so i re-opened it after which, nothing.

So I phoned them (06:30 am) and got straight through to Gibson. He was very helpful, checked the line and confirmed there was a fault. He raised another ticket and it is due to be fixed within a week. Plus I get a refund on my line rental.

So apart from the delay in getting the line fixed, customer support were very helpful
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Kingston-Upon-Thames BT  
I can see that there are ALOT of bad reviews for BT broadband and I pity you folks, however mine is a good one!
Set up quick, efficient - after an initial hiccup with the engineer (I called the BT help desk and they sorted it quickly)everything went well.
I think a lot of the bad reviews on here are from heavy users with multi gadgets but if you are light user (occasional browsing, shopping, banking and the odd download) then I would recommend BT's ASDL broadband service. I have just finished my 12 month contract, called them up and asked what they could offer me - I now have unlimited weekend calls on the landline (which I didn't have before) as well as unlimited broadband usage which will come in handy. I use the internet on my laptop and mobile. I now pay 26.99 per month including line rental - with no delay in cross over. It is for 24 months though and If I cancel it for any reason before the 24 months is up I do have to pay for the remaining months that I am contracted to (hey ho).
Despite that, if you are similar user to me then I would recommend giving them a call to see what they can offer you.
Yes my internet is S L O W (get used to the buffer ring if you want to watch videos! but for my usage it is fine (2-3 Gb per month)
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Worcestershire BT  
Absolutely dreadful company. Broadband is fast when it works but if you have a fault it will take a week to fix then you will never hear back from anyone at BT. I have been trying for 4 weeks to get in touch with them and no one is responding. Full of rage and leaving for Virgin.
  • Speed
    5 stars
  • Reliability
    3 stars
London BT  
Not exactly as promised. Would expect nearer 70MbSec contacted Customer Services, nothing done.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Melton Mowbray BT  
Sometimes it seems like these review forums are just opportunities for people to complain and hardly anyone leaves positive reviews. Well, here is one for a change.

We've been with BT for some years now and, in the past couple of years, our village has been upgraded to fibre. It is disgusting that this has taken so long, compared to other countries like Canada which laid down fibre even to outlying townships a decade ago, but there you are.

Since the fibre upgrade and, obviously, the delivery of a new router, broadband has improved dramatically. Best of all is the responsiveness of the BT helpline. You now get to talk to people in the UK or Ireland and they're pretty knowledgeable. Whenever we've had broadband dropouts a quick call has restored and speeded up the service.

What's more our contract is now coming to an end and I found this site because I was looking for a cheaper deal. It looked like SSE is the only reliable and recommended alternative to BT and I could make a £20 saving monthly by switching.

I rang BT just to find out when my contract was ending and got talking about deals and managed to make that £20 saving by staying with them for another 18 months. I've also saved another £15 a month by switching my mobile account to them.

All in all, I'm happy with the BT performance and my dealings with them. Recommended.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Huntingdon BT  
The bt technical team I have had to speak to several times this week, have always been helpful, polite and really are trying to solve my ongoing problem with wifi connection to smart TV.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Lancashire 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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