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
    3.1 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 11638 customer ratings since 2019-07-12 (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.

2971 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
I have had a couple of problems with my Broadband
over the past couple of years with BT. However on contacting them my problems have been dealt with efficiently and quickly. On the last occasion they even sent an engineer around the next morning and as a result my broadband was back online faster than ever. They may be a bit more expensive than some other providers but service they offer is worth every penny. I certainly can recommend BT.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Newhey - Rochdale BT  
Do not change houses with BT. Ever! By far the worst customer services and installation team that has ever existed. Nobody has control of the process and they will not provide any compensation for loss of broadband service when reinstalling is delayed. It took them 2.5 months to change over our broadband.
  • Speed
    4 stars
  • Reliability
    4 stars
Wales BT  
Our internet crashed today, not great when you're working in a busy office that relies heavily on the internet. I spoke to Val from BT who was very helpful and incredibly patient considering I did not have a lot of the information needed to help her work out the problem. She got our internet back up and running again and was very friendly to talk to. Thanks Val!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Bushey BT  
Worst customer service ever.
Great if you have no issues. But you soon lose the will to livensure iffy you have. They repeatedly don't listen to wha you havery to say then when they eventuaLlysfaen do yheyou pan you on to someone else. You can go around in circlesome for days. The customer services or complaints department don't seem to exist if they do theybcanot help you. YOU WILL BE TOLD TO CONTACT SOMEONE ELSE 9you havery been warned Keep Clear)
  • Reliability
    4 stars
Perthshire BT  
good overall but call centres in india a no no can not understand the plus very patronising
  • Satisfaction
    5 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
worcester BT  
I have changed provider from Virgin to BT. Want to go back to Virgin because phone does not receive incoming calls even after 19 days. BT want to charge me £283 for changing back. Had 2 appointments for an engineer to come out and repair, Neither time did anyone come. Customer care outsourced to India. The people are very hard to understand, and do not resolve the problem. Absolutely totally frustrated. I have never known of such poor service before. I wish I had not changed provider to BT.
  • Speed
    4 stars
  • Reliability
    4 stars
Derby BT  
Been using BT since dial-up days.Cannot recall any occasion where I've been annoyed by an interruption in service.
Download Speed is reasonable at 26 Mb/s but not as fast as advertised.
Complacent but happy I guess.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
blandford forum BT  
My phone line hasn't worked for over a month. I raised a ticket and they said they'd fixed it but they hadn't so i re-opened it after which, nothing.

So I phoned them (06:30 am) and got straight through to Gibson. He was very helpful, checked the line and confirmed there was a fault. He raised another ticket and it is due to be fixed within a week. Plus I get a refund on my line rental.

So apart from the delay in getting the line fixed, customer support were very helpful
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Kingston-Upon-Thames BT  
I can see that there are ALOT of bad reviews for BT broadband and I pity you folks, however mine is a good one!
Set up quick, efficient - after an initial hiccup with the engineer (I called the BT help desk and they sorted it quickly)everything went well.
I think a lot of the bad reviews on here are from heavy users with multi gadgets but if you are light user (occasional browsing, shopping, banking and the odd download) then I would recommend BT's ASDL broadband service. I have just finished my 12 month contract, called them up and asked what they could offer me - I now have unlimited weekend calls on the landline (which I didn't have before) as well as unlimited broadband usage which will come in handy. I use the internet on my laptop and mobile. I now pay 26.99 per month including line rental - with no delay in cross over. It is for 24 months though and If I cancel it for any reason before the 24 months is up I do have to pay for the remaining months that I am contracted to (hey ho).
Despite that, if you are similar user to me then I would recommend giving them a call to see what they can offer you.
Yes my internet is S L O W (get used to the buffer ring if you want to watch videos! but for my usage it is fine (2-3 Gb per month)
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Worcestershire BT  
Absolutely dreadful company. Broadband is fast when it works but if you have a fault it will take a week to fix then you will never hear back from anyone at BT. I have been trying for 4 weeks to get in touch with them and no one is responding. Full of rage and leaving for Virgin.
  • Speed
    5 stars
  • Reliability
    3 stars
London BT  
Not exactly as promised. Would expect nearer 70MbSec contacted Customer Services, nothing done.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Melton Mowbray 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  
The bt technical team I have had to speak to several times this week, have always been helpful, polite and really are trying to solve my ongoing problem with wifi connection to smart TV.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Lancashire BT  
I am paying for 8Mb, and on a good day, using an ethernet router/modem can only get 950Kb.
  • Reliability
    4 stars
Litherland BT  
BT are dishonest and made us agree to an 18 month contract without telling us that it was 18 months. They hide this information in order to tie people in. Our tenancy was only 12 months so we had to pay a large cancellation fee(almost £200!). Their customer service are also difficult to deal with. I had no problem with the broadband itself, but it is dishonest to actively try to trick people into signing an 18 month contract, especially elderly or vulnerable people. A company which is not to be trusted.
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Dundee BT  
BT has been amazingin both advertised and achieved speeds (currently getting 82/18 on Infinity unlimited), as well as reliability. I have literally forgotten when the last time my internet connection was down due to a fault.
HOWEVER; a huge caveat is that I'm using my own router. I consider the router that BT offers to be extremely subpar in router specific functions. I'm not talking about wireless signal or USB ports, I'm talking about routing; WAN, NAT, DMZ, internal bandwidth, portforwarding and the stuff that routers need to do! In all of these, the BT routers are not suitable.
Same goes for their support. It is one of the least helpful and cooperative I've encountered, so it is a great pleasure to me that the reliability of the line is so great as I've only ever needed to call them once in 7 years, and that was NOT to discuss connectivity, but router problems.
Provided you have your own good router, BT is a dream.
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hayes BT  
We moved house 2 weeks ago, was meant to have an engineer come out Monday and no one showed. Partner rang and was told we would get a call Tuesday, still nothing. I rang on Wednesday and after speaking to numerous people I was put through to Josh. He sorted us out, used his common sense and a new broadband box was sent out the next day, which I set up. (An engineer was never needed.) brilliant customer service from Josh.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
BT  
Broadband connection speed varies from 3000kbps down to 250 kbps depending on time of day. It is usually slow. Lines have been tested by engineer during visit to location and are OK. Modem router has been changed but results are the same on 2 independent computers.
  • Customer Service
    4 stars
Staffordshire, UK BT  
Had BT Infinity in my area for just about 2 years now, and there's only been a couple times (in last 2 years) where it went down and it was resolved by pulling the plug and starting fresh.

Constant 74 down and 18 up and ping of 20ms.

Customer service was pretty average, long-ish queues and simple advice.

The broadband is very good though, especially compared to our old 5mb dsl line.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Perthshire, Scotland BT  
Two weeks ago my broadband usage suddenly shot up from 8.64GB on the friday to 16.46GB on sat. I'd been out most of the day and knew it couldn't possibly be right so I contacted BT on their online chat and a gentleman called Zahid spent about 20 mins trying to find out what the problem was. He asked me to monitor the usage for the next couple of days, and advised me how to change my wireless password, (which I had long since forgotten.) Then sent me a text message and said to reply to it with a time they could call me if the usage was still high. On the monday it had gone up to 25.73GB so I sent a text, and someone called me back within 15 mins. He said there had been several complaints from customers about higher than usual usage and they were working on a solution. He assured me I wouldn't be charged for the excess usage, and sure enough when my bill came yesterday, there were no extra charges. BT get a lot of flack for their customer service, but on this occasion, I am very satisfied with the service I received.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Shropshire BT  
Have been a BT customer for many years. Have had few problems and overall fairly satisfied. However their impending price hikes are the last straw for me. My research tells me and I'm going for another providers package for about 1/3rd of my current BT Tarrif. The BT new prices email which I got recently promises a 500GB cloud which I don't need, Best Ever security which I don't need either and the promise to fix faults faster....Would much prefer a promise for their customer services to respond more quickly with less dreaded option selections, a lot shorter wait in queues with the constant repeat of the expression "Your call is important"
Also very disappointed with BT sport.After the football season there's likely to be absolutely nothing I'm personally interested in watching
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Littlehampoton BT  
I've got to say the BT broadband/TV itself is really fast and reliable ever since it was connected. I'm using it for web surfing, cable TV and streaming. Down side is that their phone and online chat service is a mess. Overall 4 star I think it's fair.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Tonbridge 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  
Phoned up to report a phone fault. Got called a rude sod by the person at BT when I wasn't happy they weren't going to do anything about it!!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Mansfield BT  
Broadband speed excellent. Increased to 75 without extra cost. Price held for 18 months. Had no problems with broadband and BT WiFi available outside home. Had to use customer service for tv and very poor. Moved from advisor to advisor without problem solved
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
PONTYPRIDD BT  
Got a good reduced deal 18 months ago. A few dropouts recently that required an engineer to visit house. Service staff called several times to make sure everything had been fixed. Can't really fault the way I was treated. I did have a job understanding the regional accent of the caller -I would guess a strong Asian accent.
My real bugbear is pricing, the moment the contract ended the price more than doubled to just under £40 pm and I never use the phone for calls. Searching around for a cheaper deal seems to throw you int the arms of the worst of the worst if the reviews are to be trusted. John Lewis, Origin, Tentel, all much cheaper but it seems all who are with them wish they weren't.
So where do I go? Pay over and stay with BT or risk it!!! I think I'll still have to search.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Essex BT  
I feel like every one of the reviews for every service provider is automated by the opposing competitors to extend the likelihood of finding different providers.. by was good for me yet the reviews are insanely bad. I got a good deal and had to sign off of it as I literally didn't need it because I bought a phone contract that gets 100gb data a month..
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
None BT  
I was having some issues connecting my laptop to the new home hub we had just received. Although the problem could not be resolved (due to the age of my laptop), the customer service was quick and helpful in trying to determine the problem and figure it out.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
England BT  
I've been a longstanding BT customer using both phone and broadband, had issues with an old router resolved (router started making weird noises but still worked, called BT and they sent out a new one sharpish). Had various packages and upgrades over the years, though it is very difficult to get a cheaper package, I have to "leave" BT and then sign up again which is annoying. Use broadband for streaming TV, regular surfing, speeds are good except streaming at peak times is not possible. Also use the openzone Wifi when out and about which is very handy. As long as I can get a good deal I will keep using them.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Aberdeenshire BT  
I must have been really lucky here, I have had FibreOp on Infinity 2 from BT for almost 18 months now, I had a shaky start getting the order right and getting the engineer here, and experienced a few router reboot in the beginning but once I realised I needed to get shot of the crappy HH3 they supplied and put a decent router on I've never looked back.

Bandwidth has been consistently high, and I have between 4 and 15 devices connected at any one time, uptime is pretty good too, I think I've only been offline 2-3 times in that last 18 months and for 5 minutes at most.

The reason for being offline and the only really annoying thing I have encountered with the connection is that I often work at night and the router reboot itself sometimes, after what looks like an attempted router update or some re-syncing going on. Other than this it has been good as gold and I have to say that around 8-9 of my friends and family are on it too and none of them have had any major problems to report.

The one thing I have experienced however, is the shocking customer service, the fact that everything needs explaining in triplicate and that no-one seems to understand your point and that they are often keen to pass you over to the next person. I find this is the case with quite a few companies who farm out their telephone support though.

Overall I am generally happy with the service and considering the number of folks experiencing troubles, I am feeling lucky that I have not had to spend too much time talking with India.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
E Sussex BT  
Although being upgraded to the 20MB option I think BT did this network upgrade in my area before it was totally ready. This is born out by the drop in downloading speed initially, compared to my 8MB option previously.I do not like the Indian call centre for support because I cannot always understand what they are saying.Bring back call centres to this country for a customer friendly service.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
basingstoke BT  
I've had BT Broadband for 16 years in one form or another. I find them on the expensive side, but it has always been reliable. I've only ever had Standard broadband.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Aberdeen BT  
Overall BT has not been too bad however it's the line rental prices that really get my goat!!! at 8.68mbps Download speed
quoted UP to 17mb.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Netley Abbey BT  
Despite all the adverse criticisms sites like yours like to promulgate, I have found BT very responsive to requests for help with problems and overall to provide a quite acceptable service
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
East wellow BT  
I was thinking of switching from BT, but only on cost grounds as I have only ever had good reliable service with a very helpful customer service backup. The speed here (rural, no fibre) varies from 5mbs to 8mbs, which is adequate for most things like viewing movies etc. Having seen some of the reviews here, I must be connected to a different BT!

The Post Office was my chosen replacement provider but they appear to be even worst, so I'm going to stick with the devil I know.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Stroud BT  
BT have always tried hard to help me, but am faced with speed problems which do not seem to get cured.I am aware being in the country speed can be a big issue, but problem speed has been the main issue for some time.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Reliability
    4 stars
Albourne West Sussex BT  
We have recently had issues with broadband & so contacted the call centre to report a fault. WORST after sales I have ever encountered. The fault was reported over a week ago to which after a 1hr telephone call they appointed an engineer. He visited 3 days ago unsure why he was there as the 1hr call I had was not enough time to make any notes whatsoever. Still no broadband & no promised returned calls on the further two contacts made. The second contact consisted of a 40 minute call to establish my name & address, & only this! A complete joke!! Will be taking business elsewhere for sure. I hope nobody has to endure this pathetic excuse of a call centre but good luck if you do. Punjabi might be a good language to learn if wanting help with a technical issue.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Stockport BT  
evening speeds are down to less than 512 and transfer rate almost none and exchange 200yds away as crow flies. daytime speed ok about 4.5
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
canterbury kent BT  
When first installed my Infinity 2 service was providing 72mb/s, but after 6 months the service fell to 50mb/s, which because it counts as being within BT limits, they are not interested in fixing.

After an area power cut, the service was restored to 72mb/s for a couple of weeks, confirming that the performance loss is due to interference, rather than an outright technical fault.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Hinxton BT  
Should you not get what you pay for?
  • Customer Service
    3 stars
  • Reliability
    4 stars
Bell 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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