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 14656 customer ratings since 2018-08-22 (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.

2849 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
When BTMail started, I lost all my email addresses on MacMail, I contacted BT on 3 occasions and spoke to BTIndia.on all 3 occasions it ended up after they had read thru their sheets with failure. I have paid my line rental for the year so would lose this if I try to move to another ISP.
I was told it was a problem for Apple which is rubbish and that I should pay £35 and talk to them. Lately I got Sky TV and although I have Infinity it still takes up to 20 minutes to download a one hour programme if you try to do it at 5pm
I am waiting to see what they do next. Maybe it will be someone in the UK!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Ashford Kent BT  
Too slow for fibre optic and too expensive for the speed.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Ashingdon BT  
Internet kept dropping out and i Spent months on the phone to them to be fobbed off and passed on saying they've found a fault but arnt sure what it is had engineers booked and cancelled without being informed so took a unpaid day off work for nothing they have no interest in fixing anything and have said I'm entitle to no compensation because it isn't total loss of internet it's only intermittent but what use is internet if it only works for 5 minutes then disconnects for 5 minutes and so on this is the worst broadband I've ever had and as for the call centres being up based what a load of manure this company should be called Indian telecom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ashington BT  
BT was good for the first year however they have decreased my broadband speed and it is now 10x less than it should be. I do not recommend this broadband.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Ashington BT  
I'm so ******* done with BT it's absolutely slowest internet I ever had!!!! Paying monthly is more than 50£ FOR WHAT???? Always disconnect's , very slow, and Then you try to contact services and after you trying to explain the issue they hang up the phone! You know you can find it better network for 50£ in month so I'm so done.!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ashton BT  
Beware of BT. I live on my own and I have had no phone now for over two weeks. They text you with an appointment and then they do not turn up. The staff do not tell the truth to customers. My health has been affected by the way they have dealt with me. Sadly I have lost my mother unexpectedly and she was on a 24hour care system whilst I worked full time so that I knew she could get help if she needed it . Yes they will leave people without contact before they will fix the problem. Terrible firm to deal with even if you pay your bills by direct debit. Papers here I come with my story.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Ashton Hayes BT  
went with BT to save money on the TalkTalk after five year. BT are absolute rubbish for £30 a month I can get better broadband is like 90's DSL. only 2 Wi-Fi devices working at same time.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
ashton-under-lyne BT  
Promised delivery before Christmas but delayed til January.Waited in for three days for engineer to connect. As it happened I didn'tneed to grr :( as it was fixed at theit end. Customer service id abroad and there are communication difficulties.
Intermittent disconnects.
Pretty cheesed off with a price hike about two months after being connected and to find that I am part of fon
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Astley Shropshire BT  
Where ever I go in my day I have pretty reliable service on my phone be it 4G or work broadband. I come home and I have to wait for everything I need to do online. I’m on the fastest BT ranking but cannot change it due to its Connection to a business account. I always know I’m getting close to home or I’m on the home broadband because my phone slows down. Not only that I get the joy of casually of having to wait for my Rueter to reboot for five times in one evening. Favourite thing when that happens. I sometimes switch my phone to 4G from my own Wi-Fi connection because it’s faster.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Aston, Henley-on-Thames BT  
Appalling service. Ryan was so rude and difficult to work with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Australia BT  
Phone works but wifi and BT hub is as much use as a chocolate fireguard. Call out engineer after engineer and they are clueless. Takes weeks to get someone out and look at it. They are happy to pocket your money with no service. Hud has more lights flashing on it from red, orange the blue then back to orange again. And they want to charge £28 a year more. Think Gavin Patterson better look for another job.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Avonbridge BT  
utterly awful to be brutal, way overcharged, say you will get 50mb but only receive 20.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
axlknxln BT  
Switched from Pipex to BT I was told it would be faster but no real difference. The switching process was awful BT in breech of contract twice legals pending. Customer service absolute chaos Mind you so was pipex, talk talk. No money has been invested in Axminster exchange for years total rip off for what you get.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Axminster BT  
First off, a one star rating for their reliability and customer service is still an overstatement. We have had issues from the start of joining them and it hasnt got better. The internet is more unreliable than anything, we thought Virgin Media were bad but currently the only thing we can rely on from BT is a lack of help from support and our internet to die. They have come out and replaced our cables as that was apparently the issue but shock horror, we are still suffering and will be without internet in the house over christmas. If you are looking to join BT i would look elsewhere, i think a potato is more reliable.

Back to their support, i contacted them multiple times regarding an issue with the bt app. The first person took 20mins without answering a single question thrn directed me to an "expert". Thr expert then didnt have a clue and when i asked a question he couldnt answer, the chat was disconnected. Their customer service is non existant and if the answer isnt on their script they say they will send an engineer out and then say you may be charged if the fault is our end (last i checked this would still be their issue as they installed exerything)

Avoid, avoid, avoid at all costs unless they buck their ideas up and change their service completely.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Aylesbury BT  
My experience with BT has got to be the worst experience I have ever, ever had as a consumer and I strongly recommend others steer well clear. 6 weeks, over 30 phone calls to BT, several hours on hold, 40 occasions of being misadvised, stood up by 3 x engineers, £121 and still no broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aylesbury BT  
got fibre £34 per month,worked well for 3 weeks then speed dropped drastically.Bt have fobbed me off for months now and with no real help.My old standard plusnet was better value.This has been their 2nd chanece,I will never use them again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Ayr BT  
This service is very poor the signal drops regularly and is not available in all rooms of the house. The customer service is not helpful as they have advised to go back to Sky when I challenged their poor service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayr BT  
For 6 months I have had issues with my broadband dropping out and wifi being unable to stream videos. Have wasted hours of my life on the phone to BT but cannot get by the call centre who are hopeless and keep telling me they have remotely solved the problem, then the same thing happens again.
When it works it is fine but the gauge of a company is how they respond to problems and BT have sadly failed.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Ayr BT  
Worse then dreadful
Some 40 years of good BT digital service gone in a puff of supposedly high speed broadband . But haven’t a clue on performance and service . My broadband has not worked properly since I took it up 4 months ago . They tell me it’s my iMac that’s faulty so I arrange to take in to Apple Then I think it’s my iPad that’s gone wrong so I buy new iPad . There nothing wrong with Apple it’s bt How I would like to cancel my contract .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayr BT  
Worst experience of my whole business career. I don’t want to go into deatil as I simply don’t want to waste anymore time. Ended up costing my company thousands. Find another supplier for business phone and broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayr BT  
It's just rubbish,my previous provider was so much better, in fact my non fibre broadband was more reliable.BT haven't come up with a reason and despite this and whilst I'm paying £33 per month they have the cheek to tell me last month that they are to increase my
Monthly fee.Ha ha
Don't do not.. Plusnet way better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ayr BT  
E mail is connected through my BT account. No access to it today. Account suspended. Talked to 3 different people in India and hours on hold. more than 2.5 hours attempting to make sense. They can't fix it and say someone will call me on Tuesday ,,, have a great evening. Utterly utterly useless company with no idea of customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Ayr BT  
TERRIBLE CUSTOMER SERVICE

Phoned up BT to as I had a problem with my chromecast connecting to the hub, i knew what needed to be done to fix it, change the wireless band from 5ghz to 2.4ghz, was talking to the lady on the phone and she didnt seem to understand how the hub worked, i seemed to know more about it and she is a "technician", as I was asking her questions she couldnt answer she was beginning to not make sense, just saying anything that came into her technical head, she could not get off the phone quick enough and was very rude and not one bit helpful

TERRIBLE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Ayr BT  
5 months of sheer hell!
losing connection every few minutes.
Service centres try but fail to make any real difference. I have now spent hours and days on the telephone but it only results in an increase in blood pressure. To anyone thinking about BT, the first step in risk assessment is"To avoid"
I rest my case.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Ayr, South Ayrshire BT  
Just moved from BT to SKY due to the following;

1. Horrendous performance including multiple drop - outs, slowwwwww speeds, weird loss of Internet during heavy rain (BT accused me of imagining this), and did I mention the (many,many,many) drop - outs?

2. Customer 'service' is a joke. Call centres in India where the poor souls are clearly reading from a script and have zero ability to actually listen to what you're saying far less actually offer a helpful solution. And they never, ever, EVER ring you back after they tell you they will. Ever.

3. Faulty hub. And again. And again. And again.

4. I think BT are bloated, arrogant and complacent and they don't deserve my hard earned cash.

Sky on the other hand have been wonderful and THEIR Indian call centre has staff who actually are allowed to think for themselves. Also they make you feel like they appreciate that you've chosen them and want to make you happy. Hooray!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayrshire BT  
Paradoxically, I was glad to see so many reviews rubbishing BT, I thought it was just me!
I won't go in to the probs I'm having with them, suffice it to say, I'm the same as everyone else!
Why on Earth don't BT read these review pages!
It all seems so simple.
1. Man the help lines with people who are fluent in good English.
2. Provide the service its customers are paying for.
3. Admit it is in the wrong where appropriate and refund customers they have failed.
4. Acknowledge receipt of feedback where due.

All customers who are dissatisfied with them should avoid all the balleywho of using help and feedback etc. and should start bringing the matters to Gavin Patterson (CEO) personally by snail mail letter if nec..
Maybe if we started leaving in decent numbers and refused to pay severance fees (I don't understand why these can be due if they haven't provided the promised service) making them proceed thro' court cases by the hundred/thousand, they would start paying attention!
By the way, looking thro' the alternatives on various review sites, I am at a loss to see who is the best provider, everyone of them appears to be rubbish - any ideas?
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayrshire BT  
We upgraded to super fast fibre broadband in June. Since then the service we receive is poorer. I have had engineers out, given advice over the phone, been talked through changes to the settings and it has not improved. BT informed me that the figures they quote are for hard wired devices not wireless. They eventually stated that they could not improve the service. So I a, now paying more for a poorer service than I had originally. I was now out of the cooling off period and would be charged £200 to leave the contract. This is not viable. I am now a very unhappy BT customer until June next year when the contract runs out. They offered me a discount on a new 12 month contract which I refused. I will never use BT again and would advise everyone to avoid them like the plague.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Ayrshire BT  
worst internet ever i was with talktalk before at least they were cheaper and did fix problems stuck with bt at moment paying for a service im not getting speeds are 0.52 at best
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BAGILLT BT  
Just had a fault on my BT landline and broadband traced to an underground cable. BT were brilliant and attended to the problem within hours of being reported. Really great service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bakewell BT  
BT are liars. Firstly they never supplied the Sainsburys vouchers after I joined and have queried twice. Secondly I was promised a phone call after I complained that I wasn't getting BTSport on my devices and it never came. Having spent probably two hours trying to explain my problem I was left with no satisfaction. I even gave control of my computer to them and they ended up telling me exactly what I told them within the first minute. I am now paying for a service that I am not getting and BT really don't care. I have written a letter to them and still no-one has the decency to call me or sort out my problem. Absolutely avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
Ballymena BT  
Appalling, I wished I had never sighned up to them , since august1st I've had 2 ghost engineers appeared and 2 line rental engineers appeared to fix a broadband problem . I have wasted around 70joits of my life on hold or in a quie . they are totally useless as a provider . You never get put through to the right department, and even complaints advisers could not give a damn . My next step is to cancel my subscription and wait for them to phone me . They might just talk to me then when they don't get my money .. I cannot stress enough that it's the most frustrating company I've ever felt with .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ballymena BT  
Called to lower my monthly cost spoke to Seb did a fantasic job and cut it in half.v Thanks Seb
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bampton BT  
Very poor, wifi constantly going on and off and at night it doesn't work at all. Went from sky to BT and really considering going back to sky.
Banbridge BT  
Had absolutely nothing but trouble registering and setting up my account.
Repeated calls from bt asking me to go through the same steps as before. Must have spent 7 hours on the phone.
Sustained speed and WiFi coverage worse than five year old sky box.
Wish I'd stayed with sky. Even had problems with reward card not arriving after being assured it was sent.
If I could turn the clock back I'd still be using the superior sky service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Banbury 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  
Awful awful ,only joined because of sky 12 month deal,oh dear , I live 300 yards from exchange, broadband will drop out at any time 3am,5.30 am 10.00pm,I cannot tell enough people how poor they are, truly deceitful company, anyone reading this, don't go to BT, awful service,awful customer care, laboured call times, truly awful
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banbury BT  
Our broadband speed here is 0.48 MBS which in this day and age is pathetic.Ive made countless phone calls to BT and nothing has been done except sending out an engineer and he couldn't improve the speeds as such lower power coming into the property.I have 4 children all studying and run my own business from home so we rely on the internet very much.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banham Norfolk BT  
Absolutely awful, poor customer service!! Wished I'd never changed service provider. Will be cancelling and going back to sky!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banstead BT  
Absolutely awful!!!! Don't go there...,poor customer service...
Stick with sky or virgin, even talk talk beats BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Banstead BT  
Totally Fustrated now!! Never call you back...slowest broadband Ever!!!
Banstead 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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