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
    2.9 stars
  • Customer Service
    2.9 stars
  • Speed
    2.7 stars
  • Reliability
    2.8 stars

Based on 17479 customer ratings since 2018-04-20 (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.

2796 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
I bought a 5-day wifi from them thinking that I will be able to connect from home. Although I live in Reading near the centre, there was no signal, not even close.
So I called customer support to cancel it and get the refund. They said they can't do it and I need to do it online.
I've managed to cancel this wifi online without using it at all, but never got the refund from BT. Poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading BT  
Absolutely terrible customer services! They are billing me more that my contracted sum and cannot get anyone from customer services to resolve the matter. BT clearly do not value their customers and from my experience are totally incompetent at dealing with customer services issues.
  • Reliability
    1 star
North East BT  
Absoloute crap. Never had anything like it. Says it is connected but that is horse****.drops out every five minutes, requiring you to sign completely back in.wont load anything.wont let you send or receive your ******* messages. And I’m paying over £90 for this ****. Would never recommend. EVER.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
BT business i would never recommend this company they are not flexible at all and do not UNDERSTAND if your having probelms no compromise no help no negotiation just disgusting the experience I have had. Try other providers not BT. They just plain black and white I would say whether you can afford or not complete your full term length dont care or want to listen to your probelm. Manager was absolutely disgraceful I found.
BT  
I cannot put into words how bad BT are. I can safely say that they are the WORSE company i have ever had the misfortune of dealing with.
There staff are poorly informed poorly trained and they even cut me off when they couldn't sort the issues. I swapped to a business line as they told me i would get a better broadband connection.. only thing thing they are good at is billing you. They swapped my line to business and kept billing me for residential too. 10 months being charged double..
This company needs a serious overall. If i could put a minus score i would. If anyone out there could avoid using BT i would higly recommend it.
Complete utter wasters. Service rubbish customer service rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Church fenton BT  
If I could put no stars I would. Ive just never been through something like this in 2018 I cant get the speed higher than 2mbs and I've called them 5 times to try and sort it and apparently the fault has never gone through. They're totally unreliable. Im paying 45 gbp a month for practically no internet and no one has managed to successfully put my fault through to open reach. An absolute incompetent provider. I wish I could move!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
As soon as the contract is over with BT I will never ever use them again for anything at all. Can not say enough about how f****** awful they are. Broadband speed is okay but reliability is beyond a joke!!! I had better connections when you used to have to dial your phone line to get connected to Internet. I cannot stress enough to everyone around reading this too not go near BT! Every time I try and I mean try to get a reason or figure out why our internet doesn’t work most of the time every time the response I get is try plugging it in and out. Absolutely ridiculous! Final straw was I tried to use the online chat service and after them asking for my details several times through three different folk they ended up cutting us off! I am appalled that people still use these shower of cons
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morayshire BT  
Every 5 minutes the internet would fail and kick everyone from the internet it sometimes would go off for more than 10 minutes before it finally came back on we have had problems since October 2017 and it's not October 2018 don't waste money on this boardband it's the worst we have ever had
BT  
There is a lack of communication between BT and me. My broadband package expired this September, but BT doesn't contact me to inform this and charged £20 extra this month. It was ridiculous to pay £63.49 to pay for the broadband package?!
I complained about this issue over the phone, one staff advised me to continue working with BT and was able to offer me £36.99 for the broadband and line. I ended the call as I wanted to have a conversation with my partners but was not told the price would be different next time! I called in twice afterward and was offered £37.99 and £39.99. Everytime I called in and ended up with disppointment and the problem couldn't be solved at all. I am so disppointent with the service and price offered. It is defiitely a wrong choice to work with BT and it lets me down all the time!!! Never come back again!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Burgess Hill BT  
Just terrible. Have been with BT for over twenty years, the broadband has been really bad over the last five years or so.
Stuttering movies, drop outs and terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset BT  
I cancelled because of the many price rises and when your tied into a contract there's little you can do. The service was relatively good but did go off on many occasions. Absloutley discusted with them. We cancelled well with the 30 notice and they decide that they are going to charge us for the next month and once the final bill is generated then they will refund us...after 7-10 days. Be different if we owed them. Waffle on about the terms and conditions but where's the consideration. Just out to Rob your money so glad I cancelled. Been passed about departments for an hour minutes absloute rubbish!!!!
  • Speed
    3 stars
  • Reliability
    2 stars
Pontefract BT  
OK where to start.
Spoke to sale person on Wednesday 19th September at 11.30 am. We ordered Business broadband with 4g assure we went with the 4g assure package because we run a ecommerce business and needed internet access before our line was installed. The sales person promised me the router would be delivered first thing Thursday morning. i was initially impressed. Thursday came and went no router Friday came and went no router i thought it must be delivered Saturday you guessed it no router Saturday.

Monday morning 24th September great router delivered
Plugged it all in no 4g assure working (we have a strong 4g signal in our unit)
50 phone calls later, now Wednesday 26th was promised by a person high up in BT another router would be delivered the next working day.

Thursday 27th no router
Friday 28th Royal mail have been and no router.
Final straw i phoned and cancelled

synopsis
over 50 telephone calls hours of my time wasted
very frustrated

if i could give zero star i would
Trying to get hold of someone in BT now to claim compensation guess that will be another 50 calls
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Strensham BT  
I am a company, we contacted BT to connect a new line and broadband.
the engineer arrived on the monday as planned, but did not install a new line, I was told a survey for an extra cable was needed, this I was told would be within 48 hours and my new line would be fitted by the end of that week.
after no response and calls I finally get told the survey would not happen until nearly two weeks later and the line installation a date could not be given.
So we are moving in to an office with nice new computers, desks and chairs,,, even a nice coffee machine, but no telephones or broadband! We are a service company, with no telephones!!!
BT you are without a doubt the most pathetic organisation I have had the misfortune to deal with. The Legal case stars now!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Somerset BT  
I wish there was an option of 0 star. Worst customer services. Charges are 2 X more than Voda and speed is also half. Can wait to get rid of them....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilford BT  
We moved and needing reconnecting. The date we will given didn’t go ahead and had to wait another week. This is the worst customer service I have ever experienced. The staff really don’t care and don’t want to deal with you. I wish we didn’t sign up again and will be looking at leaving them in the future. Be aware people they take your money and don’t do what they say they will.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gloucestershire BT  
i joined bt 2016 and i was very happy with them and the services that was provided until i moved in 2018, they dropped my package to the lowest speed without telling me and let me carried on paying for fibre prices and i spent 3 months down the phone arguing with them and waiting for engineers not turning up, and my contract was gonna end in october 2018 when it came close to the time they told me im in contract till february 2020 so i took on the fibre package and im only getting speeds of 0.15mbps i now want to cancel and they wont let me cause they said i have to pay the old services fees, load of rubbish they are and cant wait to get rid of them.
kent BT  
I have gone to the BT web site. Entered my postcode and ordered the fastest broadband+TV package available. The technician has visited in 4 days to install (This is unbelievable right? 4 days only. What an improvement!)
He told me that the line can't support such high speeds so I need to cancel the order and get another package. I have called BT Support, it took 2-3 days to cancel the existing package and they told me that they will order internally for the new one. They ordered the same old package with activation date 15 days ahead. Guys are this a joke?!! Compared to international standards (I can get a broadband in 1 day in any country other than Europe) this is not only silly, it is a rotten service standard. Why the hell everyone has to wait for lazy Open Reach bustards for 15 days to get a connection? Get lost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
I moved into a brand new development mid July and received confirmation that I could place an order for broadband on the 31st July. I called as soon as I had the confirmation to place the order the same day. I was assured that once the hub had arrived, I needed to follow the instructions and that I should have a full working service by 3rd August. The 3rd August comes around and the hub had a steady amber light which indicates an Internet problem. I followed the troubleshooting instructions which sent a signal to BT telling them there was an issue. I received a text message the next day 4th August telling me they needed to book an engineer to attend the property and the earliest time they could do this was the 15th August. Due to the nature of my job, I am unable to take time off for scenarios like these and therefore my mother attended the property for me. The gentlemen told my mother that he couldn’t fix the problem and gave us a code which I had to relay to the BT complaints team. It turns out that Openreach had wired up the lines externally incorrectly and another engineer needed to attend to fix the lines. The earliest they could do it was exactly a week later. Wednesday comes around, the day the engineer is coming to repair the lines and the day I was promised for the 3rd time that I’d have a working connection . I receive a telephone call to say unfortunately they were unable to carry out the works and they can’t give me an indication of when it will be fixed. During this period, I’d racked up a large mobile phone bill due to data upgrades that I really needed as I was exchanging emails from the site team of the development regarding to snagging lists and meetings as well as trying to set up the other utility bills in the house. I expressed to BT that I’d had to add on this extra data due to the circumstances I have noted above. A gentlemen told me not to worry and that I would be refunded and all I needed to do was send them a copy of my mobile phone invoice. I called the day before the engineer was supposed to arrive the first time just to double check the times and also to reconfirm what was said to me regarding the data refund. The women had no idea what I was talking about and said that BT do not under any circumstances offer this kind of compensation. She opened a complaint and told me that they would look back through the pre-recorded telephone conversation and would get someone from the complaints team to call me back with a resolution to this problem. This did not happen. I was not actually offered any kind of compensation until the phone call I received from the young lad who had to tell me the engineers couldn’t fix the telephone lines. Even then, all I was offered was £50.00 credit on our account which didn’t even cover the cost of the data upgrades anyway. Any how, I get home the night of the telephone line scenario and the broadband was working. I sat there confused as to why they phoned me to tell me that the service wasn’t fixed and wouldn’t be for some time.. I tried to call to let them know the service was fixed but I never managed to get through to anybody. I had a holiday booked for the 27th August which they was aware of. Whilst I was away, I was inundated with emails telling me I still had no broadband and they didn’t know when it would be fixed. I decided to ignore these numerous messages as I was on my holiday. When I returned the broadband was working so I made another 2 phone calls and an email to tell them the service is working. A week later at 7:30am I received a phone call from an engineer who was outside my property telling me he was here to install my broadband. I had absolutely no knowledge that any visit was booked to install any broadband? I’d called them a week earlier and told them it was working.. I had to turn the engineer away and filed another complaint for the lack of communication. I come home today and the broadband hub is a steady amber light meaning there’s a problem with the connection. Just when I finally thought that the situation had been put to bed, the monster comes out the closet and here we are again waiting for an engineer to come to my property and tell me they can’t fix it again and they don’t know when it will be fixed. Here’s to another racked up phone bill which I will have to pay and a sky cinema package which is totally useless. Here’s to more emails between myself and BT and more broken promises. If I had the choice to take my service elsewhere, I would but unfortunately due to the type of internet that I can have in my property due to an arrangement between BT and the building company, I have no choice but to hand money over to company that cannot even provide a service. Nothing but stress and aggravation since the day I placed the order. Gutting.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Witham BT  
Terrible costumer service with poor broadband network provided i have 4g network on phone faster then their cable connection dint get any help from-the operators are just passing my call from one to other put on hold and then close the call.
They charged 30£+ extra a month at the end of contract refusing to give any money back or offer you a deal.
What BT are doing is lure good deal with new costumers and as soon are hooking you on contract they just ignore you but are very good on charge extras.
For the peace of mind stay away from them unless like me you had no other options as they run all lines
One star ratings is too much for them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Purfleet BT  
not sure why there are so many negative reviews; we have had BT broadband/phone for 11 months now; never had any problems, fast speed (usually around 50 MBps - as 'promised') reliable landline - only reason we're (probably) going to change is that the initial 12 months discount expires... and now things get really expensive :(
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester BT  
My first experience with BT Broadband, which was a quick fix for my VOIP requirement, is that the engineer didn't even turn up and I have to wait three more days for an update. Rubbish!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Histon BT  
Strongly not recommending BT!!!
BT Breached all codes of practices and they simply don’t care!
Charging for the speed of 67 MB, delivering a speed below 11MB, insisting to get me paying full contract of 18 months even though their emails says I had to pay only for the service I have received!!! Ignoring my calls and emails even on social media so the 14 days would pass so you would have to pay the termination fees!!!
No matter how many years you have been a loyal customer, Just Wait till you have a problem and this is when they all get very rude to you starting from advisers up till managers!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
Diabolical customer service. They frequently fail to call back even when escalated to personal case manager. Engineers that come out are clueless and don't report back the problems, end result is order Jan and cancelled in September with no line even being fitted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk BT  
It’s really horrible and poor service . I move from London as well I call one customer assistant just change and not inform enginier for change Bt connect again I called them what happen I don’t have internet connect . Then another assistant told me it’s only change Adress mention your profile not move your line mention . As well they gave me new contract but without internet . They told me it will be connect inside 24 but not next day I call them every body just only talk with me just 1 minute then cut call , I am really tired , when I told I wanna leave then they stay with me long time without cut my call . Never join with Bt , expensive even poor service .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire BT  
Utterly useless company. 6hours on the phone, always the same response with all of their staff... I'm sorry to hear that, let me sort it out... then they dont.

I ran up Virgin and within 20 mins got my wifi at £10 cheaper and it was up and running within 3 days.

AVOID THIS COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge BT  
miserable services, totally disappointed.paid £7.99 for a one-day voucher and never got the code. tried contacting customer support and all 4 operators I have asked for help have shut the chat window.
most rude, unhelpful and useless people i have ever seen in customer service!
basically, i have paid for some services i still cannot use and their operators refuse to help.
this calls for a complaint to financial ombudsman, i would have never thought that bt is stealing customers' money! shame on you!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester BT  
Switched from another company to BT and had a horrible experience. Their TV service is different from their competitors (Virgin and SKY) meaning I had to rewire all the aerial/antenna system. Also, you need the tv box to be connected to the router, which is not so obvious. I have my router net to my computer for work reasons, and I cannot have my computer next to my phone line and TV at the same time. SO I had to turn my house upside down just to get the cable connected in the right place.
The installation engineer came and did not even open the router, he said I could do it myself.
Total madness
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London BT  
excellent customer service - glasgow call centre of all places!

i've never had any problems with the internet.

wanted to switch to cheaper broadband provider but was put off by the bad reviews of other isps.

call and haggle for better price at the end of your contract - if need be call more than once. they do reward loyal customers.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london BT  
Would give zero if possible. I was with EE and BT 'slammed' my line, cutting me off. EE tried to contact BT to get the line back but BT refused, I contacted them myself and got no where. I had nothing to do with this company yet they managed to cut my internet off due to their own error and then refused to fix it. No internet for 3 weeks, eventually had to leave EE and go with Virgin as they have their own phone lines.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow BT  
Utter rubbish since getting bt I have nothing but trouble always getting cut off with internet signal saying authentication problem. I reset hub more than once still didn't resolve it I restarted. Y phone making sure that wasn't the problem still didn't solve it. I can't connect to my hub and neither can my kids customer service only open till 22:45am from 7:30am no one on live chat after 22:45 I checked my service in my area it said that the was no faults which must be a load of BS I can't log in with my husbands details (as he is the account holder) kept saying I put the password in wrong to many times,even though it works when I use bt openzone when I am out and about.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leigh BT  
2 Years and we have had a fault every week. We have spent days off work waiting for engineers to come round, we have had our business disrupted constantly (self-employed) and lots thousands of pounds through downtime being unable to operate, we have spent the equivalent of what must now be days on the phone trying to raise fault notifications and complaints and we get nowhere. We get charged full price for a service which is operational 50% of the time. We get no compensation and ultimately, the issue never gets fixed. We are leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Perth, Scotland BT  
I had the ‘20’mb connection. Equating to roughly 1-2mb at peak times and about 4mb at its very best. Can’t even watch a film at peak times with good quality picture.rendering it near enough useless in the evening.
Was told that unless I dip below 0.5mb download then that’s still acceptable. That’s 2.5% of what’s advertised. 2.5%!!!
Avoid at all costs. Had to pay £100 to leave my contract early.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
SE London BT  
Shocking customer service, read all these negative reviews before joining but thought I knew better and try it out, regretting this decision now, will see my options as I am without a phoneline and broadband since BT cancelled my Sky subscription without properly processing my order, so now left without anything for minimum 2 and a half weeks, the customer service when I rang up was the worst I've ever known, no one could help me, and the lies and deception from them to get rid of me and transfer me to department tondeoaetment was bad.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Total rip off artists. Waited 3 weeks for an install and then 6 months layer got a charge by dd for £240!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Craven Arms BT  
Most shocking customer service Ihave probably ever experienced ! Systems and ways of ordering are utterly shambolic ! I moved house and could not get my new service sorted despite many phone calls and hours of my time . Told something different every single time I called . Got given a 2 month post move date for activation then when tried to order new order online got given a date for a week ! It’s a complete joke of a service . I have been with lots of internet providers none of which have been great but BT tops it by a million miles as most shambolic chaotic service with systems in place that are inadequate staff that are either useless or are completely crippled in what they can do by their computer systems . Would not recommend to anyone and as soon as my contract is up I will be leaving no matter how good their tv packages are ..... it’s just not worth the hassle when things go wrong , If my dealing of problems in
My job we’re the same I would have been sacked a long time ago !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coates BT  
Shocking customer service - I wish I could leave and go back to Virgin but I would have to pay over £200 on the cancellation fee.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Cardiff BT  
I got disconnected every hour for a whole year. I called their technical department every week to report it. Each call took at least 45 minutes, after being on hold, security questions and the tests they had to run. Every time, they told me there were no faults on the line, and therefore wouldn't send an engineer.

After complaining, an engineer was sent. He said there were loads of faults on the line and couldn't believe it had been left in such a state. When I complained, the customer service completely ignored my complaint. I escalated the complaint to Cameron Skupski, who was completely useless. I'm still awaiting a response. Horrendous experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London 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  
I cant pick up my router from the conservatory and we're in a normal 3 bed semi. It also loses connectivity quite often. tried to get this resolved but they just run the same tests and threaten to charge me £150 to send an engineer out.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Stockport BT  
Constantly broke down and ran at speeds far below what we paid for. Customer service is awkward and clunky. At one point we had an engineer in to fix the box which he said there'd be no charge for. Then, three full months later, he apparently has decided there is a charge, resulting in our final bill being inexplicably almost to £200 instead of the £60 it should have been.

Avoid if you're a student or, for any other reason, have a fragile bank account. The amount of times we've been hit by seemingly random and unexpected charges under these guys is frankly an absolute joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
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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