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
    Yorks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered BT Infinity and telephone and received an "installation" date of 10 days later. I booked a day off for the engineer as the installation was between 8 and 1pm. The day before I get a text telling me that the date has now changed to a day later! I now took off another day.
    The next day, the day my service was originally going to be installed, I received an email telling me that my phone number was now live and my broadband was going to be installed the following day.
    The next day I sit waiting all morning....The engineer turns up at 1:30pm! Ok ill let him off...
    He tries to install the broadband only to discover that there is no phone line!!! He asked if the engineer had been to install the line...Urm no I thought that you would be doing it.... His reply? He wasn't qualified to work on "copper" wire!!!!!

    I called BT..... Big mistake. Indian call centre wasn't my issue, staff that passed me from department to department for almost 2 hours is. I started the call at 2pm and finished at 4.15!
    Totally useless. I tried to log a complaint and after telling them that there is an external problem with their line at the actual box in the street, I was advised that I should go to another BB provider!!!! Idiots! It doesn't matter which service provider I go to if the problem is with the BT box outside, I will never get a connection!!!

    Advice...DO NOT DEAL WITH THESE IDIOTS AND CERTAINLY NOT ON AN 18 MONTH CONTRACT!!!
  • Reviewer
    Location
    West Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I read so many warnings about BT but stupidly took no notice. DO NOT USE THEM. They are terrible. I signed up for BT Infinity in August 2013. They then for reasons best known to BT cancelled my order. I only found out after calling to find out where the engineer was on the installation day. It's now 5 months on and I still only have around 1/3rd of promised download speed with ethernet cable. Next to nothing with a wireless connection. Rang sales to cancel but they were just arrogant and refused my request out of hand despite the product not being fit for purpose. I am now have to have yet another conversation with tech service. They are good people but clearly their job is horrendous because of the lacklustre product. Ignore the advertising claims, they misrepresent the actual performance of BT Infinity. Rest assured, I will take note of others comments in future. Just stay away from BT.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service ever. Been a customer for nearly 30 years and when our router stopped working asked for a new router and was told that we would need to pay for a new one unless we sign up for a new contract. Was not willing to do that as we have been getting the worst download speeds and poor customer service. Decided to sign up with new provider. Customer loyalty means nothing.
  • Reviewer
    Location
    Worthing
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched back to Bt a year ago. I am on Infinity2 which offers up to 76mbps. I get as low as 18. every time I complain my call is put through to India where I am told that they will look into the problem. Their normal response is to send out an engineer. I have now had 4 engineer visits and there is and never has been a problem with my phone. The problem is that I live about 400 yards from my connection box (CAB) and can only expect speeds of up to 26mbps. Until BT is prepared to invest money in their infrastructure instead of TV and European football programmes nothing will change. If your thinking of switching to BT check where your CAB is otherwise your speeds will be slow and BT will not care less.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    if you hate some one really really bad suggest BT to them, they will CRY i promise

    i really hope there where ZERO in this rating ,
    bt is a the worse broadband and defiantly the worse customer service !
  • Reviewer
    Location
    Wrexham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish, can I turn you off 2morrow & go to plusnet? New homepage is useless, can we can have the old btyahoo page back please. BTsport - crap.
  • Reviewer
    Location
    Rattigan
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT Broadband is very slow less than 500Kbps most of the time. The free BT Sport app is useless and to be honest 3G gives quicker speed than I get. I have tried all the test and actions to improve the speed BT suggest and its no better and getting worse.

    It is £30 per month for unlimited broadband and a complete waste of money, will switch as soon as I can.
  • Reviewer
    Location
    West Yorks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up to BT broadband so that I could watch BT sport. What a mistake that was. First they got rid of my unlimited free evening calls even though their customer services told me on two occasions that would not change. Now they expect me to pay extra for the evenings call package. Got all the equipment on time and the service started on time and then the real problems began. The internet connection has a mind of its own. Slows down to 0.03Mbps every few hours. Resetting the home hub restores the speed most of the times but not always. After waiting on the phone for about 30 mins each time, technical help go through diagnostics then tell you to switch off all equipment and restart which resolves the issue for a few hours. How long can you keep resetting the router. Try and make a complaint and you just keep going round in circles. They don't want to help and have no idea what customer service is. Can't wait till the 18 months is over. So many better and cheaper deals out there.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Never get a contract with BT. You will regret it.

    When I first signed up to BT on an eighteen month contract, I wasn't worried about the length of this contract due to BT’s “Moving Home” service. I remember thinking, “well if I need to move house after a few months, that’s no problem, I’ll just move my BT service with me”.
    When I did move home, I realised just how wrong I was.
    I was staying briefly at a friend’s place whilst I was trying to find something new. So I call up BT to try and get my services suspended whilst I find somewhere new. Note I was trying to suspend only my services, not payment, I was happy to keep paying the monthly fee.
    BT tell me they can’t suspend internet services, and can only block outgoing calls for a fee (of £25, despite the fact that it took them a minute to do). So I had to settle with the thought that the new tenant of my old flat could use a BT router to access heavens knows what on a connection in my name, and only me paying £25 was stopping him from doing the same with the phone line.
    So when I complained to BT on the phone about this, they informed me that they are unable to suspend a service. I emailed several times, and eventually received one reply which stated that not only would I have to accept any charges for SOMEONE ELSE using my services, but that if someone moved into my old place and set up internet there before I could move my services somewhere else, I would be charged the cancellation fee (of £200), even though this is something I have no control over and was not attempting to stop or suspend paying my monthly fee.
    So I complained to the communications ombudsman. It took two months for them to get back to me with an answer. They were polite enough but frankly have no clout whatsoever. They said they couldn’t deal with this as it was a “commercial decision made by BT” (as in something BT is doing? So what exactly can they deal with?). Nor did they make any reference to my complaint at being charged £25 for BT to block outgoing calls from my number. The ombudsman is useless and clearly don’t challenge BT at all. I shouldn’t have been too surprised seeing as how readily BT advertise going to them on the BT website.
    My advice, no matter how tempting a BT contract may look, DON’T DO IT! There customer service is non-existent and they squeeze money out of for doing (poorly) things they should already be doing.
  • Reviewer
    Location
    Aberdeenshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would have preferred zero star rating for this company. I am told by the callcentre in India that I should be grateful for download speeds of 0.30 mbops & upload speeds of 0.09 mbops, as I live way out in farmland!!! Oh, and I should be pleased to pay £25 a month for this "service" - and by the way, BT gives no guarantee of decent speeds for a WIRELESS connection. Yep, this was the latest in their list of excuses. If BT had the honesty to tell me this mumbo-jumbo when I discussed the contract with them. I would have gone elsewhere.

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.