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 9301 customer ratings since 2020-05-14 (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.

3,098 Customer Reviews over 78 pages

  • Reviewer
    Location
    Ardrossan
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Very patchy customer service. If you fall into the right category, it's not too bad, but if it's a bit complicated, then you've got no chance. For a communications company they're very difficult to get in touch with.
  • Reviewer
    Location
    Argyll
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I transferred to BT Mobile after 14 years with Three. Not only did I get a cheaper deal, but the 4G average is 97mbps compared to Three’s 53mbps. I honestly thought that all providers used the same masts. I’ve had 2 issues with 2 calls to knowledgeable people in the UK! What a difference not having to repeat myself again and again. Both calls were answered quickly and sorted in a single call. I have signed up for BT Plus and Broadband speed is decent for my area. Having double my mobile plan means for workers from home I can tether to my iPhone and get websites uploaded 700% quicker. I still believe the fixed line could be quicker, but overall, very good to have a British brand firmly back in Britain!
  • Reviewer
    Location
    Argyll
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been with BT for 10 years and watched their customer service slide and slide to the point they are unreliable and take a long time and a lot of calling to resolve basic problems. Staff vary in knowledge and helpfulness.
  • Reviewer
    Location
    Argyll
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Reviewing this simply due to the fact of how shocking BT's Broadband is. For the last year the Broadband in our area has been disconnected every second night without fail during peak times for around 1-2 hours, on top of this when it is actually running you are lucky to get any decent usable connection, when streaming video's you are consistently directed to 140P, even on this you still run into buffer problems, whilst contacting customer services about the situation BT essentially said there is nothing they can do until Fibre is installed, even then I doubt their speed will be all that great. Would highly recommend not going with BT for Broadband.
  • Reviewer
    Location
    Argyll, Scotland.
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Having been with another company for over 25 years I transferred to BT Broadband. Before doing so I asked and was told that I could ask, if it ever became necessary, to speak to someone whose first language was English - no need to say anymore about that (And I have no prejudices) it's just that I'm not a qualified English teacher! So after three different contracts I eventually got my equipment. BT admin is a total disaster. Things have been going along reasonably smoothly, apart from when they tried to blackmail me into signing up again for 12 months in order to get BT sport. But FINALLY - for some unknown reason I recently received my latest email bill from BT. When I tried to have a look at this - instead of the usual pages coming up I was informed that I would have to register with a new BT ID. Now my troubles really started. I spent 1 hour and 20 minutes trying to explain to a person whose first language was not English that I was quite content with the system that I had been using for the past 25 years i.e. Outlook Express. I asked to speak to the line manager but he was too busy so it was arranged that a person from the next level up would phone me to resolve my problem. This WAS done and the level 2 agent spent over 20 minutes with the system so that I would continue getting my email via Microsoft Outlook Express. Needless to say this hasn't happened. Now I can only get my email through the BT server, using a BT email system and already I am getting spam that I've avoided for over 20 years and, into the bargain, I'm also now getting BT ads for other companies that presumably pay BT for the privilege. BT ARE A CROWD OF MONEY MAKING GANGSTERS _ DON'T EVER SIGN UP TO THEM!!!!!!!
  • Reviewer
    Location
    Ashford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the wort internet I ever had. BT cant provide proper services even they say so
  • Reviewer
    Location
    ashford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service, fault with broadband and have to wait couple of weeks before they can look at the fault, been told that they don't have to fix the fault within the first 30 days. Would be quicker for me to change broadband suppliers but BT will charge me £200 plus to leave before contract ends.
  • Reviewer
    Location
    Ashford , Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joining the club of BT frustrated customer .!!!
    Nothing to add to the other reviews . I am so shocked how a British company like BT Trap the customers , being rude to the customers and hang up the phone for a mistake done by BT.I have forwarded the complaint along with these reviews to Ombudsman Communications .
    Libby Bar , be proud of your worst customer service team , I bet they are following their leader .
  • Reviewer
    Location
    Ashford Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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!
  • Reviewer
    Location
    Ashingdon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Too slow for fibre optic and too expensive for the speed.
  • Reviewer
    Location
    Ashington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Ashington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Ashton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.!
  • Reviewer
    Location
    Ashton Hayes
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Ashton under Lyne
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    18 month contract with BT, first few months everything was ok, good speed and reliability, then things deteriorated rapidly. Speed dropped and is now half of what I was promised, connection drops out constantly. I have complained on several occasions and was advised to reset the router on a weekly basis, reset it once but then for some reason it wouldn't reset again. I am now in the process of switching provider and am hoping for an improvement but one thing is for sure, I won't be returning to BT.
  • Reviewer
    Location
    ashton-under-lyne
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Astley Shropshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Aston, Henley-on-Thames
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Attleborough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    After years of sub 5 Mbs speed, and waiting to be connected to fibre (about 300 yards from the house), we installed 4G broadband. We now get 30-35Mbs download, and about 10-15Mbs upload. This may be pretty pathetic for city dwellers but if you live in the countryside you will appreciate that these numbers are high. So if you live in the middle nowhere, like us, it might be worth trying a 4G service. We needed an aerial on the outside of the house, but BT installed that for free, a rare example of good customer service. We pay £50 monthly and are capped at 500GB monthly, but again, having tolerated miserably bad speeds for years we're quite happy at the moment
  • Reviewer
    Location
    Australia
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service. Ryan was so rude and difficult to work with.
  • Reviewer
    Location
    Avonbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    axlknxln
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    utterly awful to be brutal, way overcharged, say you will get 50mb but only receive 20.
  • Reviewer
    Location
    Axminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    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
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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 .
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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!!!
  • Reviewer
    Location
    Ayr, South Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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?
  • Reviewer
    Location
    Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    B14 6DN
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Reduced speed and no communication from company and no speed test results as opposed to independent speed tests sites which are instant
  • Reviewer
    Location
    BAGILLT
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Bakewell
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.

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.