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
    3.1 stars
  • Customer Service
    3.1 stars
  • Speed
    3 stars
  • Reliability
    3.1 stars

Based on 1355 customer ratings since 2023-04-13 (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.

3,585 Customer Reviews over 90 pages

  • Reviewer
    Location
    N16
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    Comments
    Terrible customer service! I Keep having issues with the line and every time I call in I get told something else. The service gets pushed off all the time. It's been over 3 months that I have problems! Would not recommend BT to anyone!
  • Reviewer
    Location
    Reading
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been on BT fibre (to the cabinet) for nearly 4 years. The download and upload speeds have been as advertised, pretty fast. Reliability has been very good with very few glitches.
    The only thing that bugs me is that they don't let you have a fixed IP address.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I purchased my essentials since I'm disabled and on life benefits.
    I expected far better service.

    first engineer came out to change my phone box . I got the new VoIP call system which is excellent.

    3 arrived, after 20 minutes I was told that's it working give it ten minutes and you will be up and running.
    Nothing happened phoned bt they tested their end and said theirs a problem at my end.
    Engineer booked came next day spent 10 mins and said that is you connected.
    Then his exact words were, it was not connected at the main box properly. And them three are useless.
    3 engineers could not fix it.1 engineer fixed it.
    Running great from then but I can't get the WiFi in my sitting room which is 4 metres from the router.
    Phoned bt, was told nothing we can do every home has a weak spot.
    Buy a disc to get it. Yeah at £80 I can afford that.
    Told them this exact words twice, the only other option for you is to upgrade to the £26 a month and you'll get free discs sent to you.

    Now I am on bt essentials which is reduced internet speed, which is fine and only £15 a month because I'm on benefits.
    £80 extra for a bt disc I cannot afford.

    Bt you really don't like to just help customers like you did in the old days.

    Rubbish standards rubbish customer service who just want more money and not even a single contact from them since I emailed and complained.
    Typical .
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Waited 5 hours but the BT engineer didn't turn up. The decent thing to do would have been to call and inform me, but no. And then they have the audacity to call me after two hours to book another engineer and give them another 5 hours of my life. Never using BT again.
  • Reviewer
    Location
    Sutton-in-Ashfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would gave no stars if possible Absolutely disgraceful 4 appointments with engineers to come so 4 days off work for then not to turn up so no broadband for 2 week. Hotspot kicks us off after 10 min
  • Reviewer
    Location
    Lowestoft
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    STAY AWAY. Please do not use. Took over a year to sort out my broadband issues which kept cutting out. It took me abusing the staff to get anywhere, and then their own engineer didnt do what he was meant to, so it took an openreach engineer to come out and sort. He salted BT, stating they were the worst (and he works for them). Had i known what they were like, I would never have used. I have brought myself out of the contract due to the rise of 14.4% which is attrocious and certinaly not worth the money. Infact I wouldnt pay them a penny for the service they give.
  • Reviewer
    Location
    chingford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband you can have.Very slow and most of the time you don't have a connection,if you go to other rooms where the broadband is not there ,there is no chance you can have some wifi.
    VERY BAD,if i can give them 0 star i would,1 star is to much for them.
  • Reviewer
    Location
    17 Kingsley church apartments
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Cancelled my package paid out over hundred quid for 2 weeks of internet was taking more money then the package I had purchased now I'm terrified too get broadband again for if I'm over charged again I can't get a refund
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Company is judged by it's capability to solve problems. Let me tell you me issue with it. In total i was with BT for around 7 years. had some issues but not major ones till this day. Only small ones that highlighted their staff lack of inelegant. But last year i have encountered very big issue. on 10 August i have renewed my contract with them for the monthly price of £33.99. That was a new offered fibber broadband. So it took them almost 6months to instal a new line at my address. All this period i was paying £50.44 instead of £33.99 that was promised on the day of order. so now after 6months they have installed the line (last month) and straight forward rising the price. So out of promised 33.99 i had only one month.

    So in summary: They miss sold a service, and scammed me on the price.

    I know other providers are no better but still, this one, won't get my money after this contract will end up.
  • Reviewer
    Location
    Llandrindod wells
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay for 900mbs 55 pounds a month and they deliver 70-90 mbs, they send you engineers to say they can’t do nothing and in notes engineer put internet has no problem. AVOID
  • Reviewer
    Location
    Chesterfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst service ever, take weeks to do repair and no signal for ages.
  • Reviewer
    Location
    Ivybridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful experience. Charged over £60 for service that was shockingly slow requiring multiple calls to reset and fix. Pushed to upgrade but switched to Virgin media. Much faster, more channels and better service.
  • Reviewer
    Location
    Merseyside
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve just been on to BT again about Broadband not working, it has never fully worked since installation, they keep sending out engineers but as soon as they walk out the door it goes off again , the last time they said to me your in a contract , I said I’m not in a contract and when he looked back he said your right your now on a 30 day rolling contract , he said to me give it on more try to see if we can fix it , I’ll give you £42.99 in credit and if it doesn’t work just phone us and give £30 days notice and cancel , so I did , it hasn’t worked for a full day since , I phone up today to cancel and after being given the run around and hard sell to upgrade to another so called better broadband which they kept me on the phone for over a hour telling me sky who am going to are worse than Bt and use the same crap engineers as BT , openreach I think he called them , when he could talk me around he threatened me with charging me £565 for a cancellation fee , when I told him I’m not in a contract and only on a 30 day rolling contract he said if it doesn’t say that on my screen your not and are liable for the cancellation fee , BT have become the scum of the earth the way they think they can bully pensioners around, whatever you do don’t buy any services from BT , they just Lie about everything , I can’t wait to see them in court ,
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered a broadband with hard credit search which effected my credit score after 1 day i recieved email it has been canceled reason problem with BT system I rang by they ordered another one for me I asked will you do another credit search they said no we won’t but in fact they did another credit search and my credit rating gone down again when I recieved the documents that was totally wrong order I have had to cancel that as well so for nothing BT messed my credit score means I cannot apply any credit from anywhere for 6 months that’s BT for you .
  • Reviewer
    Location
    Horley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Although the service was great i was paying over £75pm and they wouldn't let me renew on the introductory rate for new customers which was half.

    Being fed up of this i decided to cancel my subscription and moved to Zen internet instead. They said i had to return their router, which i sent back through the post using their included returns bag but a month later they claim that yhey haven't received it and want to charge me over £100 for it.

    Just do yourself a favour and don't go with BT from the start if you can. They're crooks and their customer service is non-existant
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT services is soo poor, even the customer services. They don't even know what they're doing. Few months ago I ordered the broadband and their engineers were unable to
    connect it. As a result they send me a minihub which was very useful, and I signed up the contract with £15 per month. It was going ok, so far for 2 months till yesterday when they cancelled it. They didn't send any email notification or sms or even a call, just the service stopped suddenly. Their excuse, after I called them was that they can not provide a minihub service without having a broadband with them. This was the terrible, unhelpful answer from customer service. I'll never go with this company again, poor service, useless and uninformed customer service...
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Was charged £125 for cancelling the service early (2 months) eve though it didn't work for 2 years and we had to pay for a different provider. Customer service is terrible and you'll waste hours of your life on the phone to them. Terrible wait time for engineers. They'll comment on this post saying they're willing to help but you go through the complaint service over and over with the same outcome. Avoid at all costs!
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    i have been with BT for many years and my bill is going up by £5.16 a month due to the CPI 17%! This is a real kick in the teeth when we are all struggling with the cost of living.

    Unfortunately i'm stuck in contract until 2024 and will not be renewing.
  • Reviewer
    Location
    Chester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Using BT has been one of the worst experiences as, they have lied to us several times saying our internet is fixed so they can get paid. They lied to me and said my internet was fixed when it won't work at all.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Awful internet literally freezes wen ur on the game and it’s for long periods on time plus it every 10-15 seconds it’s unplayable customer service is terrible never actually help you a suggest you turn it off and on never actually help you would not recommend
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have contacted BT and had a long chat with the customer service. I have been offered a deal on February and the same deal will increase on March so basically next month. This is a Scam. Plus the speed is not amazing and there is not a good deal for being a loyal customer. I will wait the best opportunity for leaving this broadband provider. Not happy at all.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    BT have been terrible for me, from being unable to schedule a fix for my internet when it was down for 6 weeks to accidently cutting me off and being unable to resolve it for over 2 weeks. Speed is below average for my area but was within the realms of acceptability when working.
  • Reviewer
    Location
    ilford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgraceful customer service & the network service is appalling. why did I leave virgin. nothing but heartache
    and headache. I was promised download 150 mbps of speed, but as soon as the cancellation period was over I've been getting only 20mbps for 2 months now. after being transferred from tech support and billing dept. several times the women cut the call. please don't join BT they make plenty of promises but don't deliver. they will destroy your piece of mind and bill you for it 24month.
  • Reviewer
    Location
    Sheffield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My broadband speed is really poor I can’t event watch a live football match, everytime I do a speed test it fails, constantly getting lied to by them
  • Reviewer
    Location
    Swadlincote
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company disgusts us. It doesn't matter what you say it has zero effect on them. We have a 70 year old staying with us who needs to be constantly connected to the Internet for safety and health reasons as see recovers from a heart attack and also the security system in the house relies on a good broadband connection.
    BT and especially Open Reach are abhorrent. They hold you to ransom.
  • Reviewer
    Location
    Stockport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Feb 2022 problem with land line, crackling and cutting out. Had 7 engineers unable to do anything about so cancelled landline. I moved from Bramhall to Stockport in Jan 2023. BT sent new hub but to the wrong address, they sent another didnt work sent another, didnt work, sent an engineer, did work. Too 19 days. And then I could not make a call out on my mobile. Problem was that while they passed the broadband contract to the new address they left the mobile contract at the old address, they were at the old house on the same contract. After 10 days and numerous calls to BT I still cant phone out. I think one of the worst things with BT is that the people who answer the phone dont listen to what the customer is saying and just talk over them. Latest news from BT is that the problem is so complicated that they are unable to do anything and have for help abroad. I would leave them immediately but they will charge me heavily for cancellation. Greed and incompetence runs them.
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dire. WiFi keeps dropping out, sometimes 4 or 5 times a day. Engineers been out 3 times but still failed to resolve problems. Contacted customer services and complained to CEO for compensation, but apparently this is all perfectly satisfactory and not entitled to anything.
    My advice - avoid BT like the plague and go with a reliable broadband provider.
  • Reviewer
    Location
    Inverness
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is probably the worst broadband provider out there Sky Talktalk have the same WiFi plans as BT I’m overpaying for poor quality internet
  • Reviewer
    Location
    Pudsey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Booked in November 2022 to upgrade to BT fibre. Wanted to install all cables under floor level, day before installation moved all the furniture, lifted the carpet, installed ducting with a pull cable ready for the engineer. Took a day off work to assist and make the job easier. Monday morning arrives and an engineer turns up. I explained what I wanted and how I could help. The engineer said he didn’t have a cable long enough, he had a 5m and not a 10m.

    I am a little bit shocked that in this day and age engineers don’t have the correct equipment to undertake and complete a simple job. Shame on you BT for such a terrible service
  • Reviewer
    Location
    Cardiff
    Reviewing
    BT
    Date
    Comments
    Wifi has never really worked, even sat next to the box. Progressively gotten worse as time went on, even with extenders. Called more times than I can count for someone to fix it and they send someone out every time, but there is never anything fixed. We get told every time that it's fine coming into the house so it must be the house that is the issue. Doesn't make sense considering it doesn't work even when sat next to the box. Constantly on my mobile data so not even worth bothering. Paid around £53 a month and its a scam. Now moved to Virgin paying £25 a month and we don't even need extenders. A load of rubbish and AVOID AT ALL COSTS
  • Reviewer
    Location
    Clowne, Chesterfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The broadband has been 100% reliable. Fast connection for 2 years, no downtime pretty much. Pretty good. The downside has been I paid for an upgrade to BT sport and got a discount to the sport in return for starting 2 year package again. However....I asked before I signed up if I didn't proceed with the BT sport (there's always a 30 day cancellation period) if I could go back to my original contract, and they said on the phone, yes it would be reverted. I returned the sport, but they didn't revert it. They still added 6 months onto my contract (even though I wasn't getting the £7 sport discount) and just decided to give me a reduction of £2 to my broadband (which I never agreed to). This is pretty bad. So i called them...customer service said they'd change my contract back to original dates. I realised 3 months later, they didn't change anything. So I had to call them again and then they admitted they can't actually change it back to the orginal, so sent me an email saying I could leave at my original date, even though my contract says an extra 6 months i didn't agree to. So again: broadband speed etc - perfect, no issues. Just don't sign up for any upgrades to sport etc or any upgrades offered over the phone mid contract as they are shady and sign you up for deals you never agreed to.
  • Reviewer
    Location
    Horsham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful internet speeds, unreliable and the customer service leaves a lot to be desired. Promised 800-900mb/s and getting between 10-30mb/s if lucky, even over ethernet.
  • Reviewer
    Location
    Walsall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keep charging in January after we cancelled in November. Prices go up for loyal customers.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Abseloute worst internet providor, made me wait 2 months for the installation with 2 cancellations in between to have the audacity to tell me I have to wait another month because of their abseloute garbage systems
    Put me at the end of the que everytime THEY cancelled
    Absolutely unreliable
  • Reviewer
    Location
    Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete waste of time and money. They make massive profits for their ceo thro dividends etc yet don’t employees engineers as they are too cheap and can get an engineer to you for 2 months!?!?

    They don’t deserve anyone’s money. Monopoly and not fit for purpose
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service. 'Cooling off' period doesn't really exist. Stay well away.
  • Reviewer
    Location
    Chester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    My partner subscribed to BT Broadband 30th December and was quoted 2 weeks delivery.
    7th January noticed BT had taken the upfront payment then refunded it.
    Called them and they agreed there was no record of the order.
    Hopeless.
  • Reviewer
    Location
    HAILSHAM
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had a problem with download speed and upload speed for over a week now, numerous messages and phone calls, 2 failed appointments by bt engineers 3rd appointment is being booked, all I get is sorry!!! We'll book another engineer. Now my contract is up for renewal, so it looks like I'm going elsewhere...totally discusted with bt.
  • Reviewer
    Location
    Wirral
    Reviewing
    BT
    Date
    Comments
    Absolutely appalled upgraded to fibre beginning of November. Here we are now after being cut off twice couldn’t complete fibre Wi-Fi. So yet again we can before Christmas and New Year will cut off again. Only kids got all new games consoles a new TV no Netflix or nothing. customer service is appalling Still waiting when they can complete the job from the beginning of November so we’ve got fibre Internet going to get it fitted and get in touch with virgin tomorrow. Wouldn’t recommend whatsoever haven’t got a clue what they’re doing.
  • Reviewer
    Location
    Birkenhead
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’m writing this review because I am disgusted with bt on how long it took them to get my internet installed I was with virgin media then my contract ran out so I was trying to negotiate with virgin to put my price down an they wouldn’t so I went with bt becaise it was the best offer an a good deal turns out it was a nightmare so waiting for my bt internet to be installed for them to say they need to do some extra work outside an it should take 2 weeks I wait Nothink happens got in touch with bt for them to say oh there is a delay in the external work so I was being patient an they sent a little ee mini hub, now that was awful I rang up to see if there was anythink for the time being they could send an all they said was no sorry you just gonna have to wait then open reach came out to draw 3 lines an said we will be back the next day they never turned up then I phoned bt an they said basically I just have to wait an then they would call me every few days to give me an update an they where all useless just told me the same thing everytime oh there is a delay on your order an your just gonna have to, so I went on a live chat with someone saying if this isn’t sorted out I’m gonna cancel they was like no don’t do that you get compensation 5.25 a day for the time I been without internet I don’t care about the money I just want to be connected it am 3 people have came out to just tell me they couldn’t do it yeah I understand that I’m in a block of flats an it’s a hard job but 3 months I was without internet, I chose to go with bt because of the good deal an becaise Ino people who are on it an it good but I recommend if you need work done for fibre don’t go with bt

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.