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

Based on 14238 customer ratings since 2018-09-18 (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.

2862 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
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  
I just moved and signed up for BT including their BT TV youview package. Broadband fine, but in order to use the TV package you need an aerial, not a dish. My house is new and has a dish but no aerial so it doesn't work. Would not have purchased had I known this in advance.
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Oxfordshire BT  
BT is a joke. When we first moved to them from Sky they said it would cost £34.99 per month but since then it's been nearly £50 every month. We called to bring this up and they said it was correct. So we thought we will bide our time and move when 12 month contract finished. They are now saying we can't terminate because I am using the bt sport app and from the day I downloaded it the 12 month contract started again. This is total rubbish I never signed no extension. They are asking for £170 to come out. Please do not go with bt they don't give a **** about their customers. Bigest mistake we ever made
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chester BT  
I started with BT almost 3 years ago after moving to an address where Virgin Media was unavailable. I had no major problem getting started with BT with everything being as it should be regarding my phone, TV, Sport and Broadband 'package'. The contract was 12 months. There were no major problems in that first 12 months, however when coming to renew I had an email from BT before the contract expired offering me a Broadband renewal at a reasonable price but with a contract for 18 months not 12. I spoke to them via their helpline but was told 18 months was now their minimum contract period. I agreed to this. A few weeks later they contacted me again about my TV and sport contract!!!!!! I thought I had just renewed this but it turns out the verbally agreed renewal was just for the Broadband BUT the TV and Sport package were now a minimum of 24 months. So, there is the major problem - how can I watch the final 6 months of my TV and Sport package if I decide not to renew my broadband? Sneaky. Having spoken with my wife we decided to go ahead with the TV and Sport as we had already committed to the Broadband.
Fast Forward 21 months - suddenly realise that my monthly bill had shot up to £80 from around £40. I contact BT who tell me that I am out of contract with my Broadband and therefore have no 'deal' and the price has risen to £52 (a lot of money, especially as I can only get a maximum of 25mbps where I live via FTTC) I point out that BT did NOT contacted me regarding the end of my broadband deal but obtained no explanation or response from the BT 'assistant'. I enquired about reducing my cost of my existing 'plan' by cancelling the BT Sport and TV package that to be honest we don't watch much at all. In this day and age of Netflix, Youtube and other streaming TV services, BT's TV is not an attractive proposition. This is probably why they hike up the price of their broadband post contract to offset the lack of customers taking up their TV options. To cut a long story a little shorter, my BT 'assistant' could not offer me any sort of decent broadband deal so I am cancelling everything. My 'early termination' charges are way lower than remaining with BT so I'm off. Having placed an order with a different supplier for just Broadband and phone line, (NOT a BT subsidiary of EE or Plusnet) I am now receiving text messages from BT asking me to reconsider. To be fair to BT, I was never unhappy with the Broadband and had few drop-outs and would have remained with BT for many more years, however, due to their underhand sneaky price hiking and contracts of unequal length designed to trap their customers, I will NEVER trust BT again. Deals can be agreed and negotiated but trust cannot. Goodbye BT - Forever.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Coventry BT  
broadband is expensive at £40/month for infinity max, but work well and is reliable.
I am however very upset to have discovered a little clause hidden in section 13 of the Terms and Conditions: even if you are not on a fixed term contract, if you move and don't want to take BT with you you will be charged, in my case £31. So beware when comparing prices...
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
manchester BT  
Although living less than a mile from the ADSL2 enabled exchange BT say 6.9 mb's is about my limit and supplying me with a 20mb line is pointless. All the shouting from BT about rolling out new high speed services seems somewhat over enthuisiastic.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Seaford BT  
Broadband speed is quite variable and the wifi signal often drops out.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
North Somerset BT  
Paying for Infinity - actualy getting Infinity some of the time, have contacted BT, however speed always improves for a while when BT contacted., then variable again.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Cornwall BT  
The broadband was ok, no problem. But their customer service is horrendous. My husband's name is on the account and, when he left, I took over paying the bill but they could not change the name on the account. It just seemed beyond them. Either I close it and reopen in my name, but there is no guarantee it's not gojng to be more expensive, so I left it as it is. I phoned twice to renew the existing contract, in order not to be charged more - was reassured it will be 36.99 for broadband/landline package for 18 months. That was in Feb 2018, and in May I was charged 45.99. No one told me about May date when I was renewing the contract, so I left. Each time they kept asking me if 'I'm authorised to speak for the account" and the blimming husband's name keeps popping up. I paid by DD all 8 years and this is how they treat their loyal customers.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Worcestershire BT  
I am ex BT. When India starting controlling our install & mtce work it all went downhill overnight. When we had Ifinity2 upgrade an ex Railway guy who had worked for BT for 6 weeks did install...did not understand how to reconnect extension wiring to new master linejack..ha ha ha..

Feel really sorry for all BT customers. Service now is terrible.
A few managers I had were diamonds,
the rest completely useless.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Uxbridge BT  
Advertised as minimum 65Mbps download speed. Lucky if I get 55; mostly 40-50 in the evenings when most people including myself wish to use it. Not good enough really. 20% incidence of signal lost during viewing films etc. Very inconvenient. I have tried everything I know (BT speed booster, router next to computer and TV; no additional user in house)make no difference. BT Customer services claim that there is no broadband fault and that my speed is maximal. Not so. Will be looking elsewhere!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Frimley BT  
No Problems with the broadband.
Changed the terms 3 months in to contract upping the price.(annoying but they can do that) I invoked cancellation they cancelled it for the wrong date. apparently to cancel the cancellation it takes 24 hours. Sounds dumb and i have to call back to re -cancel. Sounds really dumb from a big firm like Bt.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester BT  
Broadband and mobile phone reliable. Poor customer contact.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cambridge BT  
igYdBs This is a really good tip especially to those new to the blogosphere. Brief but very precise information Appreciate your sharing this one. A must read post!
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
New York BT  
Have had problems about 1 month ago when broadband was dropping ...got through to Dublin almost straight away and they found out it was a problem at their end.

Worked OK for a month then dropping again ...got through to Dublin again...after checking - it was a problem at our end- identified as the very old Hub2. We received a new Hub4 by post the next day.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Bristol BT  
not as fast as thay saytake no notice of claims on tv
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
pensby wirral BT  
BT, once a nationalised business, was privatised, sold its mobile business (surely the most stupid decision ever!) and has now made a bold leap into the world of glossy marketing and advertising, as well as a brave foray into the sports broadcasting arena. It has the underlying telecoms infrastructure, and is expanding the fibre broadband network, improving the speeds of many householders. All of the openreach engineers I have interacted with are helpful nice people, likewise the call operators.

Its customer services leave a great deal to be desired. When I say customer services, I am not referring to the individuals who are on the end of the phone (who are friendly and professional), but the underlying processes, and the design of their customer interface systems which are devious and designed to obfuscate.

BT is far too aggressive in its wish to sell sell, sell. I would happily jump ship to another supplier, if I could. Sadly I have 9 months left to go. BT's website is designed as a glossy magazine style space for selling BT's 'products' rather than a broadband and TV supplier website oriented towards the customer. It's single aim seems to be to sell more 'products' as it calls them. You cannot cancel a service, you enter into another 'product'. It's very odd, and smacks of contractual requirements from which it is hard to extricate oneself. Nothing can be cancelled online, you must call the BT call centres, usually busy, and often in India, where you will get conflicting advice from the customer advisors. For example. I was told that I would be eligible for a partial refund for my poor performing broadband - I was paying £45 a month, including £18 for a phone line which I don't use, for 17MB connection, when in fact I was getting 6MB. I thought it reasonable to ask for a partial refund, and I was told that would be acceptable, once the problem was fixed. I was later told that I would not get any refund for a service which was poorly performing, only when it was non-existent, and that it would be up to me to demonstrate that the service was poorly performing.

There is no doubt that the underlying tone of a business comes over in all that it be. I find BT to be way too aggressive, and not remotely bothered about keeping its customers happy. We pay a lot of money, and we must ask ourselves, are we getting value for that money? I don't feel that I am. As soon as I have an alternative, I will be cancelling my contract ith BT and going elsewhere, and customer service will be my first priority. A company which treats its customers as a cash cow, to be exploited for maximum financial gain, does not deserve any of my hard earned, hard taxed money. Dear BT, try becoming customers of Virgin Media and see what 'customer services' is really all about. Piss off your customers, and as soon as they have an alternative, they will disappear. You have been riding your monopoly benefit for far too long, and you don't deserve your prized position
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Gloucester BT  
At the extortionate cost of £62 per month I am looking to change provider from BT to another. Although BT has been responsive to any issues, making improvements within a matter of days and being quick to answer the phone (comparatively), I am optimistic that this service can be available at a lower cost - my energy bills have certainly improved since moving away from the "big 6".
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Leamington Spa BT  
Beware of all BT charges, transparency

Recently advised BT the required 30 days’ notice (not to renew) prior to the renewal date (late August 2017) of the 12 month fibre optic broadband contract.

Although this contract will end after the 12 month contractual period (no early cancellation), I still have to pay the £31 charge for stopping BT broadband, the cessation fee.

On commencement of the contract BT charged for broadband setup, router postage amounting to £56.95 (disclosed and transparent). Normal monthly broadband charges apply (disclosed and transparent)

This cessation charge of £31 was not transparent and mentioned when I took the service 12 months ago and was only brought to my attention when I decided not to renew the BT broadband contract.

Ofcom should enforce that all charges associated with a broadband contract (upfront and cessation charges) are clearly highlighted/disclosed and made transparent in all marketing information by relevant companies offering such services.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Brighton BT  
We have BT Broadband Option 3, with a Home Hub v2.0 (wireless n). Performance is pretty good (7MB download) but the connection has a nasty habit of going down 2 or 3 times a week.
The hub is great - we have 3 PCs wired into it, and run my daughter's laptop, 2 XBoxes and 1 PS3 all wirelessly onto it. Performance wise it is very good.
Customer service wise though BT are a laugh - rather like a bloke trying to get into a woman's pants they will say anything to you, and afterwards they will dump you and ignore you.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Oxfordshire BT  
The response from BT is good, but you are talking to somebody in India, although they are always polite and helpful, it is sometimes hard to understand them, I was told I could achieve up to 5megs if I went with BT, for months I never got more than 485 kbps downloading, I tried every way to try and improve the speed myself, but to no avail, I bought and fitted an Iplate, but got no improvement, I have spent endless phone calls to the BT help desk, they have eventually got my speed up to just over 2 megs downloading and around 450 kbps uploading,
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
United Kingdom BT  
As my current BT broadband/calls package is costing £37.99pm, I checked on BT website to find that "new customers" can get the package for £24.99. So I used the online chat - after a very long wait for an adviser - to ask if I could get a cheaper deal (or quit BT!). Eventually was rung and passed over to a sales adviser to whom I complained I felt I was paying too much and what better deal could he offer. He first offered a contract which was only £6 cheaper, then when I prevaricated he offered a 2 yr contract at £29pm - but only if I placed the order there and then (altho I would have 14 days to cancel on receipt of their confirming email). It was stated that if I didn't take the deal today, there was no guarantee it would be available on a subsequent enquiry!! Needless to say, I told him I was going to explore a different provider, and I hung up!! Bully boy tactics I will not abide.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Midsomer Norton BT  
Apart from the initial sales process the support is appalling. BT have changed my phone number 3 times, they blamed the initial change on Virgin (?) and they have never accounted for the other 2.I switched to BT from Sky last April. My main gripe is the dropping of the internet to my Windows 10 laptop, the MyView and the 2 Nexus we have. It think it might be a BT security problem as resetting the router fixes it, but is a pain. BT have replaced the router but this hasn't fixewd the problem. The technology is brilliant I get a consistent 37Mb download speed, the roaming WiFi service is good and has a lot of convenient access points. The new router fitted through the letterbox so I didn't have to callect in 48 hours later from the sorting office. If I had never had to talk to them I would think the system excellent. I switched from Sky who we inherited from O2. Sky had excellent customer service, I only moved away because of the cost for the new year after the intro, there roaming service is also very good but the coverage is less.If I can a deal I will go back to Sky.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Midlands BT  
As I was not sent a email bill I was not aware until later that there was a mistake in that bill. I had been charge for a service I do not have namely B.T. Sports .
no WS63038094
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
glasgow BT  
It took years for this company to learn the lesson of having UK based call centres. Now it needs to stop spending vast sums on t.v. advertising,computerised answer systems and its preoccupation with the idea that all the customer wants is to watch sport,especially soccer. This company needs to invest in PEOPLE. To improve the dismal customer care they currently provide.I simply want to ring up, talk to a human who can provide the information or help required or connect me with another human who can.Unfortunately that would require an outbreak of common sense and upset the share-holders.The company is ,however, extremely adept when increasing the price of service.This no doubt makes the share-holders happy and profits can be spent on adverts to avoid over-taxation.There must be better out there...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Uk BT  
We are just on standard broadband as connected directly to the exchange (95yards). Download speed is about 13mbps, so not too bad. The service dose drop out every now and then, but generally not too bad. Customer Service is time consuming, but they sort it eventually.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Chard, Somerset BT  
Download speed is a rubbish 400kbps!!
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Bridgend, Wales BT  
When it works everything id good , when it does not you are in a sue for a call centre in India. SHOCKINGLY poor customer service. Very nice & friendly but totally ineffective. To solve issues with Mac network connecting to BT home hub I ended up calling apple (sorted) - BT hopeless
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
High Wycombe BT  
Recently moved from ancient router to shiny new bt infinity as soon as it was available in our area. Supposedly creaky old broadband was 100% reliable. Supposedly much better shiny new infinity regularly goes offline in the evenings and sometimes during the day too. They forgot to mention that by "upgrading" we'd be degrading the reliability of our service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Brockenhurst BT  
I have been a BT customer for only a couple of months and I have had the worst customer experience of my life. After signing up for their deal with a usage cap, I was unable to log in to my BT email account because of an error message, which meant I did not receive any emails about my usage. So my bill was £100 for 1 month. After wasting hours of my time on the phone trying to fix my email over 3-4 weeks they have still not fixed the error message. In the meantime I upgraded to infinity and the representative even said to me that it was the end of his shift as an excuse as to why his system was failing to accept my email address format when upgrading! In the end he was laughing at the system because he knew how dumb it is! The residential team even referred me onto the business team to fix the email issue, to which the business team joked back at me saying how dumb the residential team are at referring them on to the wrong team. In the end I have received a total of approximately 10-15 calls from BT some of which took an hour and my BT email is still not working. What a total waste of time!

The broadband speed is ok but everything else awful, avoid BT they will leave you feeling angry and annoyed and helpless.
  • Speed
    3 stars
BT  
Unbelievably contemptuous company that could not give one stuff about its customers. Just joined them and immediately had a price hike. Yes I can leave but what a way to do business.
How can Ofcom allow this company to trade when they openly brag that "We can change any prices and terms during your contract"???? Totally unfair contract term. Absolutely disgusting way to treat customers one month into their contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Isle of Wight BT  
I've had many connections before this one and out of all of them BT is defiantly the worst. When first looking at the connection it looked like a big upgrade from the other connections I’ve had in the past, but it was a complete lie. Although the connection is reasonably fast most of the time, it shuts down and has trouble connecting at the worst of times which is 10x worse considering I’m an avid gamer. Even fixing the connection is more trouble than its worth with it taking about half an hour to get it back up and working properly again. The amount of inconvenience this broadband has caused me is unbelievable and I recommend looking for literally any other service provider.
  • Speed
    3 stars
G BT  
Product (infinity 2) is drastically overpriced, but it works,isn't too slow, no complaints about service! Router isn't bad either :) but, when asked if I want to keep my phone number I said yes, they changed it, I've since called 10+ times and the only thing they've managed to do is change my number to another completely random number, ridiculous. I was also unable to login to my BT, so unable to pay bills and see details for 3 weeks, this has since been sorted. Customer service is terrible. Bt is good, if it goes to plan.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Midlands BT  
I moved house in January and took 2 weeks and many hours of phone calls to get my broadband infinity connected as the original order was cancelled but the new order was not put in by the customer service assistant they then charged a £130 connection fee even though i was an existing customer and again several phone calls to get my money back. one of the calls lasted 2 hours and i was put through to 8 different people. Absolutely appalling service. I am now trying to upgrade my TV package and have been informed there is a fault on my account. I was told last weekend after speaking to 3 different people that this would be fixed and I would be contacted but so far nothing. I phoned today to chase to be told that they needed to submit the fault again. This was obviously ignored the first time. I will be phoning every day until this is resolved. Hurry up Virgin Media in my area!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Eastleigh 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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