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
    3 stars
  • Reliability
    3.1 stars

Based on 1355 customer ratings since 2023-04-13 (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.

3,585 Customer Reviews over 90 pages

  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    BT raised halo package to extraordinary amount of £60 per month. BT operative embarrassed that unable to offer deals on the account. Moved to Sky for about £20 per month which has a good service.
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My problem is mostly with the bt hub, its awful. The ethernet ports dont work properly in that I often have to down/up interfaces just to get them to connect and as if that wasn't annoying enough the router regularly wipes its IP reservations. It loves to randomly restart itself without permission too, utter junk.
    I Even tried to send it back suggesting it was faulty, they sent a replacement with the exact same problems, suggesting they have these problems built in, and even though I sent it back as requested I still got billed an extra £50 and because it 'never arrived', support wouldn't budge.
    So happy I'm getting a new ethernet presented fttp, means I can chuck BT and their awful vdsl modem (with a pretend router tacked on) and emply my own, quality equipment.
  • Reviewer
    Location
    Doncaster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They came to my door and promised me super speed. I've switched to bt and i've had that super speed for 15 days. As you all know you can cancell a contract within 14 days so that's the reason they give you 15 days of super speed.
    I've also been told I don't have to do anything as they're going to switch me over from the other company. I called customer service to tell them i've been paying two companies for 6 months and they said they never promised me they'd switch me over. Pfft it's the first thing you see when you visit their page...
    Overall the worst wxperience i've ever had. Can't wait for the end of contract to get rid of this unproffessional bunch
  • Reviewer
    Location
    ewell
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    this Review is specifically aimed at the customer service agent Dill Tully, located in Newcastle. Dill was very helpful and took the time to explain all the options available to me. if you're lucky enough to have this customer service agent when you call, you can rest assured that will receive the very best help available. Thank you Dill!
  • Reviewer
    Location
    14 manor road
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    crazy & rude costomer service
    im still waiting for my internet to start working from 18/05 when its supposed to start !!!!!!
    i really dont recomend to use BT
  • Reviewer
    Location
    Frome
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I've been with BT on full fibre 900, halo 3 and phone for just over 2 years. It all works really well and you can speak to someone very quickly if you need to BUT what a rip off. Initially I was paying about £70 a month and that also included my mobile bill, but then they moved me over to EE, and a couple of mid-contract price rises later I'm paying £101 a month + £11 to EE for my mobile - £40 more! I have of course tried to negotiate and am now unfortunately in another 24 month contract which runs out in 18 months. The only way to reduce my bill is to sign up for another 24 month contract and I could get it down to £80 (+mobile bill still) - but there will be other mid-contract rises so.... Meanwhile new customers can get the same deal I'm on for £50.99. All of these prices are completely abstract. Mid-contract price increases should be made illegal - they only benefit corporations. YouFibre are offering 1000 Mbps for £29 at the moment. Please don't sign up with BT - they are a total rip off. If you're already with them - don't renegotiate as you will end up in another 24 month contract. I wish I had just waited and left in March this year....
  • Reviewer
    Location
    Clipstone
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely disappointed with BT and the service. Cancelled and charged even tho bt can't supply my property with gauranteed speed. It appears money is more important than customers
  • Reviewer
    Location
    Coulsdon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By only provide 1mbs to my broadband, please do not do business with them.
  • Reviewer
    Location
    Croydon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Very reliable. Good at first. In recent months very poor Wi-Fi signal upstairs, despite paper thin walls. Had to be buy booster.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT have decided to put us in a contract that we have no idea about due to us not recieving an email from them, when all we did was request a change of address.
    They say that the 14 days to cancel is a good idea, however they do not contact you or request a reply to confirm willingness to continue with the contract.
    I am unable to state how unhappy I am with this service and I still cannot do a thing about it as they do not require a signature or acknowledgement of the contract to continue the service.
    We are now stuck in a contract with a cancellation fee of around £400, and have not been provided the correct usage we are paying for, for over 5 months.
    When attempting to find another provider with better prices and cancel BT as a provider, we did not recieve the best customer service, or a any way to help us throughout this financally trying time.
    100% would not recommended BT.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Having problems with outage , will be 6 days by the time its fixed. However, can't fault customer service. Easy to get hold of a human on the phone, quick to answer and always try to be helpful. Major fault so are sending me out a free minihub. Other providers are hard to get hold of and its frustrating but I think the ease of getting in touch with them is a breathe of fresh air despite the outage.
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Greedy price hikes during a ridiculously long contract. BT do their best to take advantage of customers, don’t reward loyalty and charge ridiculous exit fees. Never get a product with BT, take your business elsewhere.
  • Reviewer
    Location
    North Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Disgusting Company! Stay well away! Useless Broadband, coming to the end of my current contract after being a Customer for 10 years+ and my device suddenly won't connect to the hub. Did a speed test on my UNCONNECTED device and it told me the speed I was getting to my UNCONNECTED device was normal with no issues
  • Reviewer
    Location
    Oxford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible company. No customer service at all. Everyone says something different. Give you misinformation all the time. The engineers they send out don’t know what they are supposed to be doing either. They also promise to give you a call back and never do. All they call about is money and no customer satisfaction. I would recommend going to bt or sky instead
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Have used BT for broadband service at 2 addresses within the last 3 years (due to the unavailability of my former provider in these areas). While their engineers and response mechanisms are excellent, the persistent problems with the network are a disgrace.

    At both addresses the broadband connection would drop, repeatedly, without warning. In the world of working and operating online this made things very difficult. . Engineers attended several times and I was told the problems were fixed, but again, the connection would suddenly start dropping.

    BT, in my experience, are not able to provide reliable broadband AT ALL and if I had the option I would ALWAYS use another firm.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Absolutely rip off. Sold something that I haven't got. I had EE before, just the 50mbps speed and that was a lot better and smoother that the BT150mbps fibre I have just had installed. I can't even watch a video and play a game at the same time. It is utterly pathetic. Don't waste your time with BT - go to EE instead. Oh and its better customer service with EE. I wish I Never changed.
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    In the year I’ve lived in Cornwall, my BT broadband has failed 5 times, sometimes for days, trying to work from home is impossible with BT and it’s unreliable service.
    It might be fast when it’s working, but reliability is not good enough, it’s time BT stopped paying out huge dividends and salaries and updated its antiquated infrastructure.
  • Reviewer
    Location
    Ne3
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No internet due to loss of service since April 26th - completely fobbed off as nobody has the answer to when service will be restored - 30 years as a loyal BT customer but asked to pay more money to get an emergency connection through a Halo contract - only persuaded to switch to fibre 2 monthly ago - any trust in BT is now totally eroded
  • Reviewer
    Location
    Luton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    #anothergreedyCo Admittedly I failed to do the various checks.....(DAM) got locked into the standard 24 months contract. (PLS NOTE) last online registered profit 1.6 Billion......nevertheless every new financial year, customer are stung a unnecessary greedy price hike.....my first contribute to these pigs is £4.60 (will definitely terminate contract asap)
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    "it should be working by midnight" waiting over 1 month for set up
    On my first contract with BT I had several problems getting the broadband set up and it took 1 month+ extra. BT paid compensation for their poor service.

    I've just moved home and thought I'd continue with BT for ease. It's now 1 month+ in the new house with no internet as BT keep telling me "it should be on by midnight". I've heard this 4 times now....
  • Reviewer
    Location
    GRAVESEND
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly shocking service from BT
    Truly shocking service from BT. I was hoping they would be better than Vodafone but sadly there turning out to be far worse! luckily I am within the cancellation period.
    Had my broadband/landline switched over 3 days ago and I am still waiting for the landline to work!!!!
    Normally not so much of an issue but my elderly disabled mother relies on the landline and its causing her distress.
    Extremely unhappy and sad at the woeful experience I am having....time wasted on the phone etc.
    SHOCKING.......
  • Reviewer
    Location
    England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    Comments
    Ive never spoke to customer service but my dad has and its the same thing every time its like their reading off a script and its so inconsistent it turns off everyday without fault and its turned off 3 times in the last hour for 10 minuest straight
  • Reviewer
    Location
    St.Helens Merseyside
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a BT customer for a few months, I made my monthly payments on their BT app online, but unfortunately I got cut off around the 15th of March so I contacted them about this and they said they have not received any payments for 4 months which is a lie because I told them that I make my payments on their BT app online, so they said my payment had been sent to an old account so when I asked what account they told me it was BT account, so I told them that I have never been with BT before I have always been with Virgin, this problem has still not been resolved and they keep on cutting me off because of these missing payments I've even sent them proof e.g photos of bank statements which read that I have paid since being with them, I want to leave BT but if I do I would have to pay a cancellation fee which is extortionate, but when I do leave next May and these missing payments has still not been sorted I will take this further, I would not recommend anyone to go with this shoddy firm.
  • Reviewer
    Location
    Southport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Recently stopped sky and got bt over the air thing, the customer services were excellent, no hard sell, quick answer and told me about home essentials.
  • Reviewer
    Location
    North west
    Reviewing
    BT
    Date
    Comments
    We signed up to BT and booked an installation date, my wife worked from home on the day. BT said the engineer would install the cable and hub, and would connect one devise to show that everything worked, he was only here for 20min's, said it could take an hour or more to switch on and he left. The broadband didn't work, but when we contacted customer service, they said we would have to wait three or four days for an engineer. Which would mean having to make sure someone was at home again. Not happy with this, so cancelled the contract and will try another provider. Cannot comment on speeds or reliability, but customer service is not good, wouldn't even give them any stars.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Disgusted with BT and being billed 4 days past my contract end date.

    My contract with BT ended on 17th February 2023 but when my final bill came it said i owed up until 21st February!! Thieving scum bags and internet is not worth what they say - quick to deny systems are down when in fact its BT's rubbish service and stealing from customers who choose to leave!!
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    We have had no phone and no broadband since we joined BT in March.
    We have spent hours fruitlessly seeking support.
    No engineer has appeared for an agreed appointment on 3 occasions.
    We can sadly confirm other reviewer's experience of BT as incompetent, dishonest and unreliable.
    AVOID.
  • Reviewer
    Location
    Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    A terrible organisation. Constant price hikes during contract. Charged for months after my contract had expired and I'd received assurances my account had been terminated. Yet to receive a refund for those extra months. Absolutely atrocious customer experience. Steer well clear. Much happier with my new ISP hyperoptic.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Garbage. One of the worst in the UK. On top of both latency and bandwidth varying wildly, the router updates most weekends between 6 and 9pm... called them to ask if it's possible to not completely sc**w me over by disconnecting me from everywhere for a router update, they said it's automated and they have no power over it... What kind of a stupid ISP updates their router in prime time on weekends which could take anywhere between 2 and 5 minutes... disconnecting calls, ruining your ranked games, interrupting your Netflix, and for what? For a process that could just as easily be scheduled at 2am on a work day?
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I’m not surprised when I view their rate here and found it in red and 87% gave 1 star, that’s mean the customer care is zero and they don’t care about what customer satisfaction!! They increased my bill price by 19% for inflation!! And the funny thing that a new customer getting a better price than old customers by 30% less !!!!!!! Why the operation cost and inflation for BT just on the old customers and new are not !!!!!!! My fairly advise don’t trust BT and go with any trusted company which really be honest by treating you as a customers not as a pay machine for their bad services.trust me Don’t go with BT
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    The real downside of BT is that they get you in on a good deal, which very quickly increases in price every March (by around 15% each time), so that by the end of your 24 month contract you're paying a third more than you signed up for, and significantly more than a new customer would be paying. Not at all aimed at repaying loyalty to the company.
  • Reviewer
    Location
    Grimsby
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Olivia from Blackburn deserves a good review due to her good customer service, we was in the middle of cutting contracts due to not having the help we asked for (temporary hub) after ringing and speaking to many different members of the team trying to get us to pay for different things to solve the issue, Olivia was straight on the case and got us a hub sent out for free, she understood we was cutting contracts and she really tried to keep us as costumers! Great work
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Be aware. They are misleading you to their Halo3 package which is not true. I have been having troubles with my broadband connection and they refuse to listen. They left me 40 min on the line because I wanted to complaint. And when I finally managed to get the complain through they say we cannot say you have a fault. Although their own engineer reported the fault and ordered new disks. BE AWARE.. their offers are illegally misleading. I will take the situation further.
  • Reviewer
    Location
    North West
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    About 2 years ago I moved house into a semi-rural area where BT could not provide me with fibre broadband. I called to cancel it and was told that I still had the best part of 2 years on contract and I couldn't get out of it. Ok, fair enough, its a contract. I need broadband for work so I signed up with Virgin who could give me over 500 Mbps.

    2 years on and I've been paying £30 p/m for a service I'm not using. Finally, my contract ends and I get a note saying that I have to return my BT Hub or pay a £50 penalty. Bearing in mind its two years ago and the last time I saw it was as moving house, I have no idea where it is. I've looked everywhere and no joy.

    I called them to ask if they could waive the charge based on the fact I paid them £720 in the last year for nothing and I was told no.

    Ok, no doubt it’s in the small print in something I signed years ago that I have to return this thing. No doubt they are legally correct. But it doesn’t feel very customer focussed to me. Virgin are great, BT a cr*p. I will never use BT again. I'd rather go back to carrier pigeon.
  • Reviewer
    Location
    West Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Liam was extremely professional. Hi is done a great job to a high standard. He has given me excellent advices on how to to use my ultra fast broadband fibre. He was on time and he had finished his work very quickly. I am glad I had choosing BT services. I believe they are the best.
  • Reviewer
    Location
    Windsor
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Just go with Virgin, or anyone else actually. They have zero customer care, just pushing their latest useless routers. DO NOT BUY HYBRID CONNECT. Our wifi has gone down, and the whole point of it is to allow you to stay connected while the main router is down. It literally does nothing, we've had it set up for a while, and every time we dont have a connection, we just dont have a connection until the main router
    works again. ITs literally a waste of money, and they promoted it in a sly way making it out like it actually improves your internet connection, as thats what both my parents thought.. I wonder why.. I would just go with Virgin as even when I was in Brighton, where Virgin isnt the best, they actually had infomation about the server status and helpful customer assistance. BT now only care about getting as much money from you before you realise how bad they actually are...
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Genuinely appalled by BT's price increases (only 6 months into my contract). They are citing inflation as an excuse but are in fact raising their prices by 14.4%, 3.9% above current inflation levels, which are projected to drop rapidly.

    When challenged, the company line is that their costs are increasing like everyone's but this is a sham - they made £7.6bn in profit last year, off £20.9bn revenue (publicly available source: BT Group plc Annual report 2022). That is an obscene profit margin.

    This is no more than a cynical attempt to cash in on the cost of living crisis. In difficult times they are choosing shareholders over customers. Philip Jansen the BT CEO should be ashamed of this and I would encourage customers to tweet this message to him in protest.

    The above is compounded by the disgraceful early termination charges, which essentially hold you hostage to their unreasonable price increases. I would encourage others to find and share any loopholes they can here.
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    BT sell broadband to new customers for £34:99. I’m an existing customer and tied into an unfair deal paying £70:91 for the same package.

    How is this allowed to happen? Farcical customer service. BT should be ashamed. Avoid BT at all cost - worst deals for loyal customers and an absolute rip off.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Moving house next week, and found a good deal on broadband/tv with BT. Next day get a notification to say installation would be in 3 weeks time! Not at all acceptable in the work from home age. They charge 30 quid to install too! Cancelled.
  • Reviewer
    Location
    Worksop
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    14% increase is a joke. Broadband is very unreliable.

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.