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
    2.8 stars

Based on 16767 customer ratings since 2018-05-22 (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.

2812 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
fast broadband when working, connection drops out on average 10 times per day usually at most inconvenient times. You can always contact customer service of course if you have a spare hour or so and they will do everything within their power to NOT solve your issues, tell you there could be an extra charge and try sell you other products that you neither want nor need. In my area they are the only provider of superfast broadband meaning for now I haven't much choice but to stick with them but as soon as ANY other company can provide internet I will be changing. I would strongly recommend anyone else over BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
York BT  
Absolutely rubbish, keep sending engineers to fit a line when there is only a bit of rope in the manhole/duct then they find the duct stops a foot from the local point. Today I had to kidnap the engineer and ended up with the police on the phone to BT to explain how rubbish they were!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Slough BT  
Really bad service. Supposed to get up to 52mbps for 'super fast broadband but getting only 7mbps. Engineers called out 4 times. Previously had 32mbps but keeps dropping back down shortly after engineer 'fixes it. Expensive for poor service. They charge loyal customers more than new ones. I wouldn't recommend BT.
  • Customer Service
    2 stars
  • Reliability
    3 stars
Pontypridd BT  
Overall for several months I have found the BT broadband and TV service to be very poor the customer service to be polite has been an absolute shambles.
For over three months we have had erratic broadband service with frequent outages; the BT Vision has not worked at all for weeks. I have Open Reach technicians send hours here, the last one diagnosed a fault underground in December but as at the 22nd February it is still not resolved. The good news is that we have a new cable on our property connection the distribution box under the footpath outside my house which comes on to my property via a new trench dug through my garden and drive but the bad news is that it ends in 3 Metres of loose unconnected cable lying on my drive - a chocolate teapot at least have some use since we could eat it...
The worst part of BT's (total lack of customer service) is having to deal with the BT call centres which seem to be in India. The people there are doing there best to provide service but the whole BT customer service system when there is an ongoing fault is in a state of absolute shambles. I have had dozens of discussions with the call centres, most of which result in total frustration on my part since the call centre folks are only given part of story by BT Open Reach folks which has resulted in hours of wasted time on calls and call backs.
My requests to speak to someone in the UK who is dealing directly with resolving our Broadband/TV service meet with a complete blank refusal. I ask to escalate my but all I get is someone else repeating the same half true stories and then being met with continued unfulfilled promises as to when my service problems will be resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Chorley, Lancashire BT  
That star was a mistake.
I contacted BT over a month ago to give plenty of time for them to sort my connection in my new build property . I told them the house was fibere but I was told BT won't know that until I order a phone line which I did 2 weeks later I had a call telling me it had been cancelled by open reach so I would have to put a fresh order in . So I did this an another 2weeks passed and I got a call saying it had been cancelled again. Next excuse was I was ringing the wrong department which just happened to be the same number ? This is still ongoing and I am in the property without phone or Internet BT are the worst business I have ever had the misfortune to deal with . If you have the choice avoid them
  • Satisfaction
    1 star
Didcot BT  
BT are liers about their prices and their speeds. I am on their 'normal' unlimited broadband deal, and last months BT bill was 59 pounds, that's without using the phone, so just line rental and broadband cost, much higher than anything they advertise. Add to that the fact that the phone wont make international calls even though I am being charged for one of their reduced price internatinonal calls deals, the calls just don't get through. Its so bad we do not use the phone and wish we could just get our broadband without it. As so many have pointed out their customer service is worse than rubbish, they just don't get anything done or even try to. Avoid them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Edinburgh BT  
Absolutely the worst customer services I have ever encountered! Three appointments now moved to have install and one was given to someone else when my wife waited in from 8am until 6pm for a 8am to 1pm appointment. New date confirmed and then a call to reschedule further down the line again. No one interested in sorting after explaining the issue to three different people in different departments! Dread to think what it would be like when you eventually receive the services!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Chester Le Street BT  
Ripping off the country. Am I the only person that can see this?.. In 1996 CableTel dug up 90% of the streets in the UK to install fibre optic cables. CableTel was soon to become NTL in 1998. 2002 I moved into my new property. NTL we're offering fibre optic broadband where you had to have a BT line to subscribe. I took up the offer which was giving 16mps download speeds runnining 2 PC's which is faster than I have on BT's ADSL standard in my recent new property. BT phoned me to upgrade but declined. After declining, my broadband sped has dropped. We could use 2 gaming consoles, a laptop and phones the same time no problem. I rang them up to complain about this and told me that I'm on the old copper cable.. I pissed myself laughing asking "What copper cable?" Virgin and Telewest took over NTL contracts, you can't get Virgin without a BT line, so BT have owned the cables since NTL went bankrupt. I told him on the phone that if he could prove to me that they can supply the whole country with broadband through a copper line at speeds of 10 to 18mbs then I will take up the offer, as I know that broadband has always been FibreOptic, otherwise we'd be on dial up. It's a massive con and we are letting them get away with it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Neath BT  
For an age we have had ongoing unresolved problems with noisy landline, poor broadband and poor picture quality on our television. BT are so difficult almost impossible to contact and discuss these issues. The latest contact we had a few weeks back we were advised that an Engineer would check our line at the exchange. We did receive a call a day or so after the Engineer was supposed to check our line yet when I asked what was found the BT person calling could not provide any report. The issues have continued and when I check fault tracking the latest landline fault remains unresolved since the 02/12/16 - 17 days ago. Seems they have given up. We live in an isolated property and wonder now about the condition of our underground line which I understand is copper cable. We subscribed to BT Infinity around 6 months ago and also bought new phones from BT thinking our service would improve - not so - it got worse. At a loss now what to do or where to go for help with this
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tayport BT  
Terrible service, appalling communication , non existent customer service .
I have been a client for eighteen months and requested an upgrade , it has taken nearly 6 weeks to date , I have made 8 hours of calls , have been on hold for 4 hours, and now have been disconnected with no explanation but have been charged . Please do not subscribe to BT you will regret it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
York BT  
I was mis-sold BT Broadband. I have complained without result. I have many further complaints relating to apathy, incompetence and downright lies. For far too long I have tolerated an incredibly poor, often non-existent, service. Support has been lamentable. I am currently preparing a file for the Chairman and CEO of BT, with a copy for Ofcom.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Moortown, Lincolnshire BT  
Almost impossible to contact BT when problems occur. Difficult to understand Indian call centre staff.
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Leek BT  
I have been with BT now for two years first year was good broad band speeds brill then renewed my contract and that is where the problems started speeds keep dropping can not keep the speeds I have even emailed bt openreach executive and they are not helpful at all went to the ombudsman and they fell on BT side even my MP was a waste of space have sort legal advice and told cant do much but start a twitter campaign might get BT openreach to do something
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
For me now BT is a synonym of horrible, I never have so many problems with any providers as with BT.
I lived in several countries, used about 7 int. providers.
But never, I mean never, had so many problems as with BT
I have a contract with BT since 2011 in all those years random disconnects, speed drops, in all those years our property visit so many engineers that I lost my count.
I think I had less girlfriends in all my life, then engineers visiting our property.
And guess what, when I tried to cancel the contract, because I've had enough of...
They said that's impossible unless I pay termination fees of 100 something.
Sorry for my bad English!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
ILFORD BT  
Contacted customer service what a shambles. Ran tests blamed our equipment, supplied by bt as part of the package. When they get stressed they blame Internet connections in your area. Funny when you ask what area are having issues they say areas hundreds of miles away. Perhaps they should teach a little geography to the Indian call centres.
Having said that still no broardband stability as it keeps dropping out an bt still blame our end.
The worst bit is they do not know what the issue is and cannot be truthful about anything
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Norfolk BT  
sometime is good
but normally very slow, very very slow and unstable
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Winnipeg Quay,Salford, Manchester BT  
please, please, please do not sign up to BT. The customer service if utterly shocking!!! I have now been without a phone line and broadband for days. I have wasted hours of my time trying to sort it out. You get through to an Indian call centre and communication is sooo frustrating. I can't understand what they say and they can't understand me. You will constantly fobbed of with "we will connect you to a different department" or "it will sort itself out tomorrow!" But it never does. I have tried everything to leave BT but we are tied in for a year - I am even considering just taking the hit. In summary no one cares, no one is interested in actually helping you and if you don't want to feel like there is just no hope then go to another company.
horsham BT  
Had BT for 30 years then made the mistake of moving house. Filled in the order online with BT and was told at Midday everything would work in my new house. 2 weeks and 4 phone calls totaling 4 hours to India I got a phone Line. Broadband was another issue after a further 7 weeks and 13 calls to there call centers total 10 hours and every time having to repeat the same details I gave up. Called Sky and They gave me a date 7 days later all was working. Since transferred all my properties away from BT, nightmare.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LARGS BT  
BT are without any shadow of a doubt the WORST company of any of the telephony provides. Their customer service is SHOCKING, we tried to cancel our domestic line, they incorrectly cut off our business line and broadband. We are a retail business and could not take card payments for a week. To cap it all they tried to charge us to reconnect even after they admitted it was their error and tried to tell us we were in a new contract as a result. They really shouldn't have the name "British" in their title, they are a disgrace to this country. Ive had to spend countless hours on the phone to them, and with their overseas call centres getting anything done is nigh on impossible, assuminy you can actually understand the person you are talking to. I will be ditching BT business in favour of Virgin Media business (I have Virgin Media at home now), they may not be perfect but they are a darn sight better than BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hertford BT  
My broadband speed is 0.13Mbps and keeps dropping out. also heavy packet loss. The local engineers (openreach) know where the issues are, however there has to be a long, totally pointless and useless conversation with BT everytime before they'll ever get round to sending an engineer out. Overall the support and efficiency of the BT customer service is truly awful
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Salisbury BT  
Router Doesn't work with Macs. [Managed to write that sentence before; for the 8th time in the last hour the router crashed for everything - so let's hope I can post this].
I'm out of contract now - so going to dump BT ASAP, I'd like to compare providers on the Web.....but the advantage BT have - is the Web is just a legend hidden behind wires that go nowhere. Oooh - I have a connection, so I'll try to hit send!! Nope, I tried to check my text, and the connection was lost again. Blue!.. send....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
Wishing is read some reviews before changing my broadband provider. My change was supposed to happen yesterday. I had an email the day before from BT saying this could take upto 11.50pm and they would contact me once the service was available. Still not working when I went to bed last night. This morning my old talk talk broadband is no longer working quite rightly, no message from BT, still no BT internet my computer gave me a number to call BT which I did, told the phone system what the problem was and my phone number..... waited......'we're sorry or offices are now closed" so thru didn't think to have that message at the start of the call then
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicestershire BT  
I signed upto infinity broadband band last year and on the day of installation the engineer told me to test it out, I downloaded 10 songs within 30 seconds was very impressed.he left and from then my speed DROPPED the one day it took 20 mins to open a web page, I constantly had to complain to call centre in INDIA who were unhelpful and could hardly talk English. This carried on for a year constantly ringing and getting nowhere my speed was coming up as 10-17mbps they kept fobbing me off saying their computer showed I was getting 39.1 a total lie. Moving forward to last week I told them I was thinking of leaving and going to sky, was promised a call within two days they rang me when I was at work so asked for a call back after 5. Had no call until the next day when at work again and was told they tried ringing at 7pm the previous day but had no call as nothing on my mobile so they blatantly lied. Told them I was going to sky. The next day I had a phone call and spoke to someone in England trying to talk me out of leaving felt very pressured into staying but told them I was definitely leaving, was told would have to pay termination charges which I told them I shouldn't have to pay because I'd not received what I'd been paying for, while on the phone I did a speed test and it was 17mbps was told I would have to talk to tech team again and have an engineer come out to prove my speed was slow. Did a speed test today and all of a sudden my speed is 32mbps the most it's been EVER very convenient since I told them I shouldn't have to pay for termination and the fact they would send an engineer out which I'd be charged for! Stay away from bt at all costs conning b******s
Worcester BT  
Much like the many reviews on here - Abysmal service.

The broadband has stopped working at my house. I've spoken to BT 12 times in the last week and they still haven't been able to resolve my issue.

Been told the Hub is broke and I should buy a new one. (Their words! they wouldn't send me a new one due to contract issues even though been a customer for over 10 years). The new one I bought didn't work. Rung them again. Was told it has nothing to do with the hub and it's an issue in the household. Will send an engineer on Tuesday. I booked a day off work. The next day I was told it was not internal but an external issue. They sent the engineer and Proclaimed it was fixed. It clearly wasn't. Rang again. On hold for 45 minutes. Cut off. Rang again. Was promised a call back. No call back. Rang again. They told me it should be working. No. Rang again. Cut off. Rang again. Told me it was an internal issue! Said they couldn't send an engineer out til next week.......I give up.

Would be quicker to train as an engineer and fix it myself.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
United Kingdom BT  
I have been with BT for a number of years now and although the actual service is ok, the customer service is shocking. When it’s all working well it’s great. But when it’s not and you’re forced to call them, then you get passed from pillar to post and the fault or issue is seldom sorted. Common phrase of theirs is “the system won’t let me” So annoying. Also, the packages for existing customers is poor. You may as well cancel and come back as a new customer for any sort of deal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Creed BT  
I can only agree with all of the criticisms of the total service offered by BT. Unresponsive call centres, poor substandard infrastructure, unsophisticated equipment, poor selection of television channels and worst of all a broadband service which is an embarassment. Slow clunky - download speeds of a snail. Glad to have moved away to another supplier and would recommend potential new customers to have nothing to do with this poor company. The are only hanging on because of their BT sport package, the rest of the service is substandard and a joke (but not a joke if you have a contract with them).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Redhill BT  
BT Customer Service- a communications firm where the left hand would have to put you on hold for 23 minutes while it finds out if it has the authorisation to confirm there is a right hand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Surrey BT  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayr BT  
Our community group as been with BT for 5 years now, and have recently just upgraded to 38Mb fibre.

On the old ADSL, we had a wireless speed of 18Mb and now have a wireless speed of 36Mb on fibre.

The only contact I have had with them, was when we phoned to upgrade. Dealt with sincere courtesy and everything which was promised was promised. The engineer turned up this week between the promised times and within 30 minutes we were upgraded.

I do not know what they are like when you have problems, as we have not (touch wood) had any with them.

Over our 5 years experience, I can recommend.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rochdale BT  
From the outset: I have *no* commercial connection with BT, and - as I live abroad - am not even a BT customer myself, but merely administer my ageing mother's UK account on her behalf. Reading the litany of dissatisfaction in the comments posted here, I really wonder if we are talking about the same company. Having extricated my mother from the clutches of TalkTalk some years ago (now *there's* a company to steer clear of, if ever there was one), I switched her to BT and have been more than happy ever since. Sure, there are some niggles (like the so-called "International Freedom" chargeable add-on which is actually capped at 600 minutes per month and so should be re-named accordingly), but by and large we have no cause for complaint. The phone lets us make and receive calls when we need to; the broadband (which I use when I'm staying with her) is fast, reliable and reasonably priced, with no usage limit; and the bills add up as they should. When we need to contact support staff, e.g. to renew or modify my mother's contract, we find them helpful and efficient. Which, incidentally, is more than I can say for many a vastly more expensive media / telecoms company over here in Switzerland. So why not give BT a break, folks?
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Nottingham (Zurich) BT  
Just finished 4 phone call to Bt - they claim broadband is working okay but I'm having to use 4g to post this
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall BT  
I have been on BT Broadband since 2001. They are now the worst I have had since broadband started. Today email is down when email is up you have 15 minutes before it times out and you have to re log on. I asked the help desk somewhere in England and they said that's it that's how it is going to be. At my job we are going to drop BT that includes phone lines. I am sure they left Yahoo to save money big mistake. I would have paid more to stay in it
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London BT  
Poor in all areas.

BT don't make it easy to get support - all well and good having internet help but when the internet is at fault it's pointless. A telephone appointment made for 6pm saw me rush home to be here - none came and eventually I gave up waiting and at 7. 20 pm I went outside to do some jobs . They called at 7.30 pm and didn't try again and didn't leave a message. I missed them by 3 minutes. Not impressed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Conwy BT  
I was quite pleased with BT but there prices kept going up and up so I decided to leave them I received a letter which I found threading and because I am coming out my contract a bit before it ends the are going to charge me over £70 which I find exorbitant as being a pensioner that's a lot of money these companies have you over a barrel so be careful who you sign up with BT are not as good as you think they don't care about old customers.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Sileby BT  
Welcome to the JOKE LAND of BT Business Total Broadband. So here and there you get some issues, sometimes for couple days, sometimes for weeks. Does anybody cares that you running your business online?Nope BT don't give a slip. Do you get compensation or something if you internet isn't properly working for two weeks? NOPE. Does anybody call to see if it's working now, after all you paying for the service? NOPE...So time passes and I receive phone call for renewal, they offering £2 discount and the bill would be £44.00 a month. Really? I been customer for more than 5 Years and I get £2?lol OKEY..I say I will shop around and ask if they could call me tomorrow, they don't sound too happy, plus now they tell me that I should call them back. Really is that how you treat your customers? So I found deal with Talk Talk who offers me same deal for £25.00. So today I get letter from BT saying I will need to pay £53.61 for stopping contract early. HOLD ON..it was just last week I spoke with them regarding renewal. So I call them..Now they telling me I have two different contracts, one for broadband and one for phone line..???but I never asked for two contracts. Yes but for broadband to work you need phone line. So how come they on two different contracts?Cos they two different services...Am confused. So broadband can't work without phone line but they on two different contracts even that broadband can't work without phone line. So wouldn't it be a common sense to put what is needed for broadband to work on one contract?ITS LIKE YOU SELLING A PERFECTLY RUNNING HORSE BUT WITHOUT LEGS which you need to buy separately. Plus because I didn't know that phone line was renewed somehow till October 2015 now I need to pay £53.61. My opinion is: BT DONT CARE about you or your business all BT WANTS is you MONEY.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leytonstone BT  
Paying for 30mbps. Delivering less than 5. Insist my speed is fine. Whole village having same problem. Still not listening. Unbelievably bad
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wheldrake BT  
I would give minus stars if I could!
Worst customer service I have ever received!
Charged me £90 a month. It was supposed to be an amazing deal for roughly £27 line rental and £7.99 for 10gb. There is no way I could've possibly gone over the usage by that much when I use my phone GB most of the time and I have a full time job away from home!!
They're still charged me £90 a month for the last two months that I've unplugged the box and changed it with a Sky box. How could I have possibly used it then?!
Apparently they're well within their rights to do this?!
They're still charging my line rental when I'm paying it with Sky already it I have to pay a cancelation fee of another £90?!
Do not go with BT. The customer service was terrible and so unhelpful. I spoke to 4-5 people in the space of 2 hours and apparently they couldn't give me a call back. So it cost me even more money to find out that I can do absolutely nothing and get absolutely no refund. They sounded so smug at the end of the conversation like they were about to burst out laughing!
My friends and family are shocked and will be leaving BT once their contract terminates.
I will pass this message to anyone and everyone that I possibly can.
I am outraged.
Thank you BT for 10 months of hell!! Another 2 to go!!
Cheshire BT  
Bt isamsung my worst nightmare. I am so sad to be dealing with them. Everyone be careful and read the reviews. I wish I had read them before I took out this contract
Tiverton BT  
Do not buy the SMARThub. The internet continuously drops out. BT do not care though they know about the design flaw. There is just a lot of faffing around on the phone that goes nowhere. The absolute WORST idea of customer service ever. I need a refund, so does everyone who bought this flawed product.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London BT  
Best advice. DON'T even consider using BT. Words fail me to even attempt summing up the complete lack of Customer Service and product service. The only department that seems to function is the Accounts. They have a brilliant ability to rob their Customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North Wiltshire BT  

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