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 stars
  • Speed
    2.7 stars
  • Reliability
    2.9 stars

Based on 13420 customer ratings since 2018-12-09 (Show all time ratings)

Visit BT   Read our BT buyers guide

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.

2894 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
Charged me after I left then sold debt to debt collection agency.

They eventually offered a refund but cannot give it to me as the debt is now with the DCA.

IDIOTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey BT  
Moved back to BT in December 2018, as they had just installed a new five cabinet at the end of my road.
Bought the ‘super fast fibre BB’ package on the assumption I’d be fed from the new cabinet!!
Oh no...... they’ve left me on an old cabinet routing that in 4.1km of twisted copper pair, so I fluctuate between 1.6 and 3.7mb.
They won’t re-route me as it is an engineering expense to them, and I fall into he ‘superfast fibre’ category between 2-5mb.....crap!
Not happy does not cover my experience!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Spencer Place Farm, Sandy Lane, Waltham Chase BT  
Just been on the phone 50 minutes to make an appointment for a follow up appointment due to broadband not working. Ridiculous still not any nearer. Now 15 minutes into BT online chat - it's a joke. Stay clear of BT - do not use them unless you want to be put on hold where you can hear all the staff laughing in background and nothing getting done
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley BT  
Ripping off the country. Am I the only person that can see this?.. In 1996 CableTel dug up 90% of the streets in the UK to install fibre optic cables. CableTel was soon to become NTL in 1998. 2002 I moved into my new property. NTL we're offering fibre optic broadband where you had to have a BT line to subscribe. I took up the offer which was giving 16mps download speeds runnining 2 PC's which is faster than I have on BT's ADSL standard in my recent new property. BT phoned me to upgrade but declined. After declining, my broadband sped has dropped. We could use 2 gaming consoles, a laptop and phones the same time no problem. I rang them up to complain about this and told me that I'm on the old copper cable.. I pissed myself laughing asking "What copper cable?" Virgin and Telewest took over NTL contracts, you can't get Virgin without a BT line, so BT have owned the cables since NTL went bankrupt. I told him on the phone that if he could prove to me that they can supply the whole country with broadband through a copper line at speeds of 10 to 18mbs then I will take up the offer, as I know that broadband has always been FibreOptic, otherwise we'd be on dial up. It's a massive con and we are letting them get away with it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Neath BT  
Unexpected, amazing service.
I spoke with Michael, form the case management in Liverpool (that wat it says on the text send to me within an hour of my conversation which was at 8.20 pm!), who was amazing and went above and beyond of my expectations. Usually, I am not happy with BT, but on this occasion, Michael sorted out everting within an hour (I was expecting to wait about two weeks and to make a few more calls, as usual).
If BT had more agents like Michael, I would definitely consider moving my mobile service and my cable TV to them.

Thank you Michael,
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Banbury BT  
Our WiFi hasn’t been working for 3 weeks because they wired it wrong and they keep saying they’ll send someone to fix it and just keep delaying over and over. Absolute joke really
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England BT  
The cost of the service is too much. You don’t get any offers. If you are struggling for your contract payment and need to downgrade, this isn’t possible. I am cancelling as soon as my contract runs out. If I could do now I would. So Do think twice before choosing them.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Swindon BT  
Honest review - broadband is really good (5/5), customer service is ok - bur pretty slow sometimes on online chats (4/5). BT rewards - good idea to introduce these but 2 months passed and still waiting for my card to be sent - have contacted them several times already, lets see if I will ever receive it (2/5). Also i didn’t really like that I have been charged for 2 weeks from ordering to installation (1/5) - either installation time should be reduced or they should charge for the broadband from the day that it is actually installed. Overall, pretty impressed with broadband but they should manage other things better.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
Never had a problem with my package. Fast connection, reasonable price and they have given me amazing customer service every single time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Lanarkshire. BT  
Terrible. 3 weeks into contract we haven't been connected to the internet yet. They promised an engineer will come 3 times but no one came. Customer service lies as what happened today.

Avoid BT. Worse service ever.
Lost a lot of time and days waiting for an engineer which never came. Failed promises over and over again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Eastbourne BT  
Very unreliable company.
Very incompetent customer service and LIARS!

After numerous phone calls and their failed promises 3 weeks later they have not fixed our broadband yet. They will twist things and make it your fault.

Not worth it. Avoid BT.

From very unsatisfied customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastbourne BT  
Having spent a great deal of time "chatting" to BT persons on a few occasions, I am still not receiving the super fast 2 broadband speed which I am paying for. I am not sure which way to turn now as when I moved house 10 years ago, I was torn between BT and another company I was with to getting a working landline and broadband in the new home...it cost me time, more money and considerable stress. "Chatting" doesn't seem to resolve matters......
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
Moray BT  
Rubbish company, service and customer "care". Will be cancelling ASAP. Useless... Had nothing else but trouble with our broadband since day 1. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
No issues, just expensive
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Biggleswade BT  
Would have given 0 stars.
Had an order placed by them and they put me on infinity 2 despite only being able to get a maximum speed of 21mbps at an extortionate price which subsequently put me in a new contract. On a good day the best speed achieved is 11mbps and that was at silly o'clock in the morning. Constant buffering, umpteen faults on the line resulting in being unable to make calls or go online. Having extra services added that were not wanted or requested and then having a battle to get them removed. Passed from pilla to post with no one taking responsibility or ownership. Will no doubt need to take the issues to ADR and ombudsman.
The TV package isn't worth the cost, now tv and Netflix combined are better value for money.
My advice is to get service from a more reliable company that has great customer service
Lancaster BT  
Absolutely shocking, been on the phone for nearly an hour and still no answer! WiFi can be slow, had a big problem with the mobile phone and now have issues with the landline!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Scotland BT  
Dreadful from start to finish, countless problems trying to setup in multiple houses
The Call centres they provide are next to useless, their english language skills are awful and their technical skills and knowledge even worse. Had BT broadband in 4 different properties and its been intermittent and dropped out all the time and never been the speed quoted. Overprived and you can find much better deals out there now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Derbyshire BT  
Absolutely **** internet and rip off price. Waited until end of contact just paid 48 pounds plus some made up early exit fee 5.13 even though the contract ended in Feb 2019 and they cut me offline after 4 days. So why the hell I just paid 48£ for 4 days????. First and last time I'm with those *****
London BT  
Shocking service left me without broadband for a month. Never go with BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton BT  
In my (long) experience of BT I can say that BT provides an appalling broadband service. Although the exchange is across the road from my house the download speed is now only 0.23 Mbps which makes broadband almost unusable. (There seems to be some continual problem at the exchange). Yet I am told that this is an acceptable speed! I am paying £55 a month for this service plus phone calls.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Fort William BT  
no stars for BT. Mind bendingly awful in every way. We have been battling to get our phone line to work for 5 years and the internet also which operates spasmodically so you can't get a refund. Each time we are fobbed off with the 'it isn't us its Open Reach' excuse. If you are lucky enough to get an Open Reach engineer to actually come at the time stated they say 'not us mate problem is with BT.' We are in a rural area with the new SUBSIDISED Rural Fibre option supplied to outside our gate but we are still being fobbed off and passed from department to department with no one taking ownership of the incompetence.
IP18 6SJ BT  
Been without Internet for a week, Even though BT promised to have it sorted on 3 different occasions, today Open Reach tell me it will be out for upto a month. BT's response is to pass me from pillar to post, ending up with Paul from Cardiff. He read continually from his notes and kept going on mute to write more notes saying the same thing !!! To be honest an absolute disgrace, I've been with then for 20 odd years and they are happy for me to be without Internet for a month but won't let me cancel my contract - that's how to keep customers - what a service !! - appalling from top to bottom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Abo BT  
Promised speeds nearer 50mbs and at the beginning that’s what we received, then the cancellation date passed and speed drops to18mbs. BT first say fault at the exchange, then line outside house now it’s inside the house and a possible £85 charge. Fault promised to be fixed by 26th - now 28th and still poor speed
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
Wales BT  
BT are an absolute JOKE. Ordered my installation on Jan 5 and was told would be installed on Jan 16. Install was cancelled, and due to "technical complications" had to cancel the order and reorder on Jan 12.

That put the date back to Jan 22, but connections got it back to Jan 16. Then was told the installation was cancelled AGAIN.

Was told it would be done on Jan 28, and have now been informed that the engineer WON'T be able to install... AGAIN!

BT are an absolute JOKE.

They're too big and just don't care about their customers. Stick with a smaller supplier who takes care of their customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Enfield BT  
Worst company I have ever been with. Firstly they charge me for a whole year of BT sport when I never asked for it. I cancel my package with BT and they send me a final bill charging me for an extra month. They haven't got anything right from day one. Stay away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ickenham BT  
Reliable - check!
Fast - Nah Nah! I have fibre to the house and pay for 30Mb. Get this sometimes in the evening but during the day only 10Mb. Not technical issue as I get a ping under 10ms.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    4 stars
MK BT  
Terrible customer service. I’ve moved to plusnet. So much better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Davis BT  
Worse customer service ever. Call them in August to renew the contract..clearly asking them to pay the same amount of money 53.73£ it was monthly. The person on the phone dishonestly told me that the bill was going to be the same and now I have a contract till February 2020 with a bill of 62.99£ for something that I didn’t ask and I didn’t want. When I have called them I was offered a discount of 4£ with a new contract for 6 months ending on August 2020. Totally joke. Can’t wait to leave them for good and not recommended to anybody. Stay away from BT!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilford BT  
BT broadband is the worst broadband supplier I have ever had. Join BT if you like buffering all the time. We are paying £52 per month foe an appalling service. If we want it checked out we have to agree to pay expenses if they don’t find a fault.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Oldham BT  
The worst service I have ever received!

I was initially sold a package which was at a great price and thought this would be a simple and successful purchase.

I was informed it could take a week to install the broadband, which was not an major issue.

Then I started receiving calls and messages daily from a call centre that barely talked a word of English, and after 9 days realised they were trying to tell me they had to cancel the order and start again. This frustrated me but I allowed it to happen, as I had little choice.

To cut a long story short after 2-3 weeks I was told this had to happen again and it could take up to 3 months for the service to be installed. I simply told them to cancel and I would go elsewhere.

This is not acceptable for this day of age, and I will never attempt to go with BT again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Radstock BT  
Absolutely appalling service from BT. Waited 8 weeks to get broadband and tv services, engineers not coming to appointments, no one telling me when engineers due to visit, booked time off work and no one even came. Customer services blaming outreach everytime. 7 hours of calls, 8 weeks of no tv or WiFi in my home. Have gone to virgin AVOID!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton BT  
I spent 8 months with a fraction of the speed I was supposed to get via Fibre Broadband plsu the hub kept resetting about 6 or 7 times a day.

The help I received was awful, they didnt send a new hub out when they said they would and kept threatening to charge me £130 to look at it.

Bought out the last 6 months of the contract to go back to Virgin just to stop the stress. Only chose BT for cheap sports but its really not worth the hassle
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport BT  
Unable to connect to WiFi on my mobile phone, phoned BT customer service at least 10 times and was told they were sending me a new router which I've never received, on another occasion I was told the fault was reported to the installation team and they will contact me within 2 days, guess what! They never contacted me....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
No consideration or care for customers. Phone staff say pretty things but have left 2 of my issues unresolved. Blamed me for their mistakes and have left me to pay for a TV package I cant use, due to the wiring. Was told cancelling during the Trial period was successful but am now stuck paying for something I cant use. NO HELP. NO CARE. WORST BROADBAND EXPERIENCE IVE HAD.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Suffolk BT  
Very poor customer service. The cost for my internet increase with ~2-3 pounds every 3 to 4 months, started with 34 pounds and now I have to pay 39,99 pounds! Never again! I will switch as soon as possible. I can’t recommend BT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Newcastle upon Tyne BT  
Cannot det infinity where i live but upgraded to best package i could get. Supposed to get 13-21 mb download and 8 mb upload but best i get is around 5-7 upload & 1-2 download! If i’m watching bt sports or downloading i cannot even play xbox live without buffering.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Newton Abbot, Devon BT  
They were very polite and followed script, but the issue was not resolved and I was cut off from chat mid sentence. BT has been charging for a service it has not been able to provide for several months now due to a faulty hub which their own engineer identified and refuses to replace it without going through yet more test on the line - which is fine as the fault is not with the line, but the hub. Still not happy and no chance of repair. The customer I am representing has dementia and Alzheimer's, so you would think that they would prioritise essential services for folk with disabilities, but .... nope. They will not even discuss a refund for the months wasted trying to get the service up and running.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland BT  
Never had any problems with BTs broadband services and the smart hub range is outstanding. I don't get any buffering and the additional free services such as the free Wi-Fi hotspots are really helpful. BT can be a more expensive service but value for money especially in terms of the added free services (Wi-Fi hotspots, cloud storage and virus protect) and the broadbands performance alone makes it worth the couple of quid more you pay. overall great experience. I think a lot of people forget how much they use their broadband and don't give much thought to it other than getting the cheapest deal available. When you've got a household all using the broadband 24/7 and you've decided to pay the least you can for your internet its not surprising when you don't get a quality service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Warrington BT  
Pretty slow service and high cost, very bad customer service but generally OK. Will switch in the future.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Kent 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  

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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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