BT 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
    2.8 stars
  • Customer Service
    2.9 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 18245 customer ratings since 2018-03-24 (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.

2783 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
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 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  
We are stuck with BT although we are unable to get the TV channels that were promised to us. Their TV department is completely unhelpful. TV customer service representatives are difficult to understand, offer assistance that makes no sense and don't appear to really listen to what your situation is. We've had numerous repairmen out to the flat and they can't resolve the problem. BT says its not their fault so we are stuck paying for channels we can't get. Don't' sign up until you know for sure you are able to get the service or you'll be stuck like me.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Fulham BT  
the greed is pathetic.went from £29 to£58 after 18 months.I don't know why they treat you as a mug while giving new customers a great deal.anyhow have switched to talk talk for £20.its up to us to leave after 1st contract ends.its dead easy,your new supplier does all the work
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
MIDLOTHIAN 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  
I have been a BT customer for a number of years. Prior to this I was with AOL. I packed them up as I got fed up with endless calls from India (or wherever) trying to talk me into unwanted upgrades.
I am a fairly low user of both phone and broadband, but on the whole I have to say I have experienced few problems. I guess I am probably paying too much for the amount I use but, as the saying goes, 'If it ain't broke-don't fix it'.
After the first year, like most companies, they just throw you a few breadcrumbs to keep you with them. If you pay line rental 12 months in advance you save a few pounds, but at the same time, it locks you into them for the said period. They also throw in the number display and associated items worth £1.75 per month- big deal!
A friend of mine was with Talk Talk (I seem to remember). He had a fault that was found to be in a waterlogged telephone service box out in the street. This apparently comes under the jurisdiction of BT. He had an unannounced call from a BT engineer whilst he was out and (If I remember correctly) had around £80 added to his Talk Talk bill. They told him it was up to him to contact BT. He just could not be bothered- which made me a little cross at the time, but it's his money.
Hence I've decided to stay put- at least I know I just have BT to deal with. I can't substantiate this but I would assume that in cases like my friends situation BT probably prioritize their own customers.
Why it is called BT when the majority of their call centers seem to be abroad- goodness knows.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
CLACTON-ON-SEA BT  
I have never had a problem connecting to BT, its always up and running, but I am paying for an 8mg service and I am getting 512kg at best....for reliability excellent, for speed rubbish.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    5 stars
isle of wight BT  
I will say the broadband I have is as advertised, it's up to 52mbps and I get 50 and it's pretty reliable, might go down 2/3 times a week for a minute or so. It's always on so to speak, fast downloads and the router has been okay, but very poor wireless, it doesn't even go to the bedroom which is on the same floor as the router and roughly 5 meters away.

As a company they are awful, they put up their prices during your contract and you have to put up with it or cancel early and pay the rest off.
I started with infinity 1 and lane line, it was about £35 a month, 8 months later and it's now £50-£55 a month for no reason.

I asked them why it happened and they said all customers have to pay more in order for bt to spend more on the network maintenance and upgrades! They then tell me as I've contacted them, magically they can reduce my bill by £10 a month, what they didn't tell me is that buy agreeing to that I was entering a new contract so my 12 month contract is more like 18 months now and I'm still stuck with them for another 10 weeks!

I can get the same £50 a month service for a £25/£30 else where and will be doing so.

They all give you "free" stuff like BT Sport which later is not free, rather than cancel it for you they just add £5 a month to your bill. Here you go sir have this free tv package, it's £5 a month! It's like going to a pound shop and asking how much is this?

Scammers.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Kent BT  
Having gone to BT because of their Infinity deal a year ago (approx.) I have had numerous problems, an unhelpful, round in circles, conversations.
Currently, I have spent over a month with a background "crackle" on the phone making conversation next to impossible, and my "wonderful" Hub cutting out and recycling,(on 1 particular day from 11a.m. to 4.30p.m.).
My suspicion is as follows;- On this estate, the cabling comes in underground (and the Fibre only comes to the distribution box, apparently}. Whenever we see an Openreach Technician doing something to the wiring in the compartment on the FOOTPATH outside our property (we assume adding another customer to INFINITY)when he/they leave we invariably have the problems. At this moment in time my Internet SEEMS okay, but the phone is still not right, and I wait with baited breath for another Openreach occurrence.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Chedburgh, Bury St.Edmunds BT  
Been a landline / infinity broadband / BT Sport TV customer for several years - on August 7th I renewed my contract on the strict understanding that I would be able to record BT Sport by exchanging my You View box for a You View Plus box. On that basis I was foolish enough to pay £208-80 landline fee 12 months in advance. Subsequently I have spoken to as many as nine individual BT employees in an attempt to resolve the recording issue by purchasing a You View Plus Box, quoted at £49 plus delivery. I have repeatedly been passed from person to person, placed on hold, hung up on, informed I need to also buy an additional TV package etc etc. Last night I again rang 0800 783 1401 number with the notion of either resolving the problem or cancelling my contract and requesting a refund. On this occasion I was kept on the line for one hour and 20 minutes while being passed to 3 different advisors, Chris in Doncaster, a lady and finally a Scotsman named John who assured me he'd have a brief word with his manager and get right back to me. 20 minutes later the connection was broken, leaving me absolutely fuming and my dinner burned to a crisp. Nevertheless, I rang 0800 783 1401 again this afternoon to cancel my contract but was persuaded by Amir Patel that the issue could be resolved, he would investigate and I could expect a call back in 30 minutes or so He said he'd generated a complaint ref No VOL013-235351101139 in the interim. Four hours later I have received no such call on either my landline or my mobile, both numbers having been supplied to BT. I have just called 0800 783 1401 yet again to cancel my contract within the 14 day cooling off period and to request a refund of the 12 months in advance landline charge which I am informed may take up to 7 working days to clear my account - took 5 minutes to leave my account. Ironically I also receive a BT bill yesterday and needless to say its also wrong. The left hand doesn't know what the right is doing resulting in disgusting treatment for loyal, longstanding customers. Never again!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
OLDHAM BT  
I would like to say that from the time I was given infinity free for a year I stayed with bt. The speed specified was upto 79 Mbps and that was achieved but my problem was the Wifi . I am using a bthub 3 and in my opinion the wifi range is abysmal. My hub is upstairs and in the room below is my sky box and broadband adaptor, every couple of hours the adapter lights are both on but my tv is telling my wifi signal may be too weak. Bt need to improve their hubs to give everyone better range and less time loosing signal.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
telford BT  
I was quite pleased with BT but there prices kept going up and up so I decided to leave them I received a letter which I found threading and because I am coming out my contract a bit before it ends the are going to charge me over £70 which I find exorbitant as being a pensioner that's a lot of money these companies have you over a barrel so be careful who you sign up with BT are not as good as you think they don't care about old customers.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Sileby BT  
It's generally pretty fast but does drop occasionally for no apparent reason. Never had to contact customer service so I can't rate them.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Adlington, Lancs BT  
Have had an issue about speed with BT since I switched to them.People next to me on same company are getting between 2.00 and 3.00MB I was getting 0.9 at good times. Have complained to BT who sent an engineer out to test the line and said nothing wrong with your house wiring system and nothing wrong with the line to the house, I asked about the other peoples speed he said just one of those things. When he left my speed has now gone to 1.6 now strange that it has but still not good enough as the engineer said I should be getting three.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    4 stars
Woodborough Nottinghamshire BT  
BT Yahoo is the internet connection I use. I have Option 3 for the internet connection and full week no cost for land line calls on a BT line. It works OK but I'm certain it is not the most I could get from BT for the money I am paying.
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Rochester, Kent, UK BT  
Since competition came into our area, BT has always demanded a high price for their ASDL. Now they are around 50% cheaper without explanation, other than I can never achieve a good connection. I discovered I have been double interleaved at the node, and as very very few suppliers will ever divulge the contention ratios, I suspect I'm sharing a measly 8mbps with 500 people.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    4 stars
Wiltshire, UK BT  
The worst company i've had the misfortune to deal with nobody tells you the same thing twice paid for the connection,chap arrives plugs in can't check as its not live !! Absolute idiots good luck to any other fool like myself goes to them
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Leicester BT  
Since being with BT my Download and upload speeds seem to have slowed down.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Reliability
    3 stars
Edwards BT  
BT need to invest to maintain technical quality. I have just switched to Virgin
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Reliability
    3 stars
North London BT  
BT claims 8mb but I have never had more than 0.9mb even though they claim I should get 1.5 on my phone line I have tested it on quiet times so there are no excuses about too many people using Broadband in this area.. When I put in the post code they claim 4mb. Come on BT you should be able to do better thasn this
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    4 stars
Woodborough Notts 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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