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 5736 customer ratings since 2020-10-28 (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.

3,174 Customer Reviews over 318 pages

  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just awful in every way. We switched from Virgin and have not stopped regretting it. broadband service was extremely patchy and slow for 4 or 5 months. When an engineer finally came after endless phone calls he told us the initial installation was poor and fixed it. Problems continued and we had a 2nd engineer's visit who told us the first engineer had messed things up. He seems to have done a good job and broadband is now ok but we've been charged £130 for the engineer's visit. I'm now on the phone trying to query it. 20 minutes to get through to the billing dept (in India) who told me another dept deals with payments for engineers' visits. Have now spent another 20 mins waiting to get through to them. The customer service is awful. Call centre has been outsourced and the assistants' grasp of English is not great. Avoid BT at all costs.
  • Reviewer
    Location
    worksop england
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    it is the worst internet connection ever it never loads anything and all it does it flash orange day and night. its alright until you try to search for something on your laptop or mobile and then it just messes up. I wouldn't recommend it to anyone. it terrible.
  • Reviewer
    Location
    Isle of Skye
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have a holiday home on the isle of Skye. We also have Bt broadband, as this was the only option at the time. We hardly use the Internet, just checking emails or web browsing. Usually use about 1GB a month as download speeds are woeful. So were surprised to get an email from BT yesterday to say we had used 10GB in 10 days, get this, when we were not at the property and the hub is turned off. Thought this would be easily resolved with a call to BT. 1.5 hours on the phone later they will not accept their usage monitor is faulty and want us to upgrade our package!!
    Do not touch BT with a barge pole. Customer service is hopeless! The call centre is in India which makes it even more difficult to get any sense out of them as it appears the poor folks on the help desk are reading a script.... Which they repeat like a mantra whatever you say.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    If I could give zero stars, I would for all the above. TERRIBLE customer service - calling up was a mustake, nobody knew who to transfer me to and there was no one person in charge. Was on the phone for a good 1.5 hours.
    And above all TERRIBLE service. Firstly, they ripped us off and installed normal Internet, not broadband as we paid for ( only knew this when they came to fix our internet the second time round) and then a week later they cancelled our internet for no reason and asked us to pay £200. After another week we found out the it was because somebody else from our building had cancelled it by mistake and not told us. After getting Internet back for a week, it has stopped working again. This is the WORST INTERNET PROVIDER I have used and will never use BT again.
  • Reviewer
    Location
    central London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So frustrating. Just opening the pages to write this review nearly made me lose the will. I haven't waited for pages to load like this for about 7 years. I can't stream anymore - is this a strategy to force you onto fibre optics?
  • Reviewer
    Location
    Lincs
    Reviewing
    BT
    Date
    Comments
    Its a rip off. The usage figures are fake and they also classify usage as up AND downloads so in effect a 10gb product is only worth 5gb in reality. Which means you can ONLY USE IT for web browsing and emails NO VIDEO/iplayer/BT Sport nothing or you will go over the daily usage in a few hours. Which means big penalties. google BT usage scam and the net is rife with people being ripped off in this manner. Its shocking they are allowed to get away with it. Customer Service is non existant, or any thats makes sense. Keep well away from the crooks.
  • Reviewer
    Location
    Oxford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    By infinity...I wonder what it means to bt....

    I've ordered fibre optic package on 27th November..
    Paid for 1 year advance line rental...I was given 3weeks installation date....on the day of engineer visit v had to stay home coz they said from 1 pm to 6pm slot..waited till 7pm and guess what? No engineer...I've contracted them around 7.10 pm and the lady on the other side (presumably in India)
    Had no idea...I was put on hold and was on line for 1hr before she said I will check the progress and someone will call u back within 24hrs....
    Guess what, no one called..but I did receive an email saying ur new installation date is 8th January....no apology, no explanation nothing...I was furious as my children were going back to school before that...
    The next say I tried to contact them and guess what? I was online for 1hrs and 20 min before I disconnected line...and then I tried again...after long infinity years I gotthrough....
    Now I need to return the box back...let's see how it goes......over and defo out....
  • Reviewer
    Location
    Solihull
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Maybe I am open of the lucky ones. So far, BT have been BRILLIANT. Setup was easy, speed is spectacular, 100% reliable and well worth the extra pennies.
    bt+i-Mac is supreme. Thank-you. Keep it up.
  • Reviewer
    Location
    Lower Beeding
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    For years I have suffered with low connection speeds from AOL. I live in very rural location. After 2 engineer visits and countless inane calls to somewhere in India I was still getting speeds of .56 Mbps at peak times, late afternoon and evening. Eventually I switched to BT unlimited broadband and since that day I have a constant speed of 6.5 Mbps and can now watch iplayer, on demand and youtube with no interruptions at all. The changeover was seamless for Broadband and phone and I would not hesitate to recommend them.
  • Reviewer
    Location
    solihull
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    I appear to be one of the lucky ones. Excellent speeds through copper wire- more than 16mbs on average. Excellent service, well worth the money.

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.