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
    2.9 stars
  • Reliability
    3.1 stars

Based on 1334 customer ratings since 2023-06-17 (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.

3,598 Customer Reviews over 90 pages

  • Reviewer
    Location
    Australia
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service. Ryan was so rude and difficult to work with.
  • Reviewer
    Location
    Avonbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Phone works but wifi and BT hub is as much use as a chocolate fireguard. Call out engineer after engineer and they are clueless. Takes weeks to get someone out and look at it. They are happy to pocket your money with no service. Hud has more lights flashing on it from red, orange the blue then back to orange again. And they want to charge £28 a year more. Think Gavin Patterson better look for another job.
  • Reviewer
    Location
    axlknxln
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    utterly awful to be brutal, way overcharged, say you will get 50mb but only receive 20.
  • Reviewer
    Location
    Axminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Switched from Pipex to BT I was told it would be faster but no real difference. The switching process was awful BT in breech of contract twice legals pending. Customer service absolute chaos Mind you so was pipex, talk talk. No money has been invested in Axminster exchange for years total rip off for what you get.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    First off, a one star rating for their reliability and customer service is still an overstatement. We have had issues from the start of joining them and it hasnt got better. The internet is more unreliable than anything, we thought Virgin Media were bad but currently the only thing we can rely on from BT is a lack of help from support and our internet to die. They have come out and replaced our cables as that was apparently the issue but shock horror, we are still suffering and will be without internet in the house over christmas. If you are looking to join BT i would look elsewhere, i think a potato is more reliable.

    Back to their support, i contacted them multiple times regarding an issue with the bt app. The first person took 20mins without answering a single question thrn directed me to an "expert". Thr expert then didnt have a clue and when i asked a question he couldnt answer, the chat was disconnected. Their customer service is non existant and if the answer isnt on their script they say they will send an engineer out and then say you may be charged if the fault is our end (last i checked this would still be their issue as they installed exerything)

    Avoid, avoid, avoid at all costs unless they buck their ideas up and change their service completely.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My experience with BT has got to be the worst experience I have ever, ever had as a consumer and I strongly recommend others steer well clear. 6 weeks, over 30 phone calls to BT, several hours on hold, 40 occasions of being misadvised, stood up by 3 x engineers, £121 and still no broadband.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    got fibre £34 per month,worked well for 3 weeks then speed dropped drastically.Bt have fobbed me off for months now and with no real help.My old standard plusnet was better value.This has been their 2nd chanece,I will never use them again
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This service is very poor the signal drops regularly and is not available in all rooms of the house. The customer service is not helpful as they have advised to go back to Sky when I challenged their poor service.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    For 6 months I have had issues with my broadband dropping out and wifi being unable to stream videos. Have wasted hours of my life on the phone to BT but cannot get by the call centre who are hopeless and keep telling me they have remotely solved the problem, then the same thing happens again.
    When it works it is fine but the gauge of a company is how they respond to problems and BT have sadly failed.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse then dreadful
    Some 40 years of good BT digital service gone in a puff of supposedly high speed broadband . But haven’t a clue on performance and service . My broadband has not worked properly since I took it up 4 months ago . They tell me it’s my iMac that’s faulty so I arrange to take in to Apple Then I think it’s my iPad that’s gone wrong so I buy new iPad . There nothing wrong with Apple it’s bt How I would like to cancel my contract .
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst experience of my whole business career. I don’t want to go into deatil as I simply don’t want to waste anymore time. Ended up costing my company thousands. Find another supplier for business phone and broadband.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    It's just rubbish,my previous provider was so much better, in fact my non fibre broadband was more reliable.BT haven't come up with a reason and despite this and whilst I'm paying £33 per month they have the cheek to tell me last month that they are to increase my
    Monthly fee.Ha ha
    Don't do not.. Plusnet way better.
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    E mail is connected through my BT account. No access to it today. Account suspended. Talked to 3 different people in India and hours on hold. more than 2.5 hours attempting to make sense. They can't fix it and say someone will call me on Tuesday ,,, have a great evening. Utterly utterly useless company with no idea of customer service
  • Reviewer
    Location
    Ayr
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    TERRIBLE CUSTOMER SERVICE

    Phoned up BT to as I had a problem with my chromecast connecting to the hub, i knew what needed to be done to fix it, change the wireless band from 5ghz to 2.4ghz, was talking to the lady on the phone and she didnt seem to understand how the hub worked, i seemed to know more about it and she is a "technician", as I was asking her questions she couldnt answer she was beginning to not make sense, just saying anything that came into her technical head, she could not get off the phone quick enough and was very rude and not one bit helpful

    TERRIBLE!!!
  • Reviewer
    Location
    Ayr, South Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    5 months of sheer hell!
    losing connection every few minutes.
    Service centres try but fail to make any real difference. I have now spent hours and days on the telephone but it only results in an increase in blood pressure. To anyone thinking about BT, the first step in risk assessment is"To avoid"
    I rest my case.
  • Reviewer
    Location
    Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just moved from BT to SKY due to the following;

    1. Horrendous performance including multiple drop - outs, slowwwwww speeds, weird loss of Internet during heavy rain (BT accused me of imagining this), and did I mention the (many,many,many) drop - outs?

    2. Customer 'service' is a joke. Call centres in India where the poor souls are clearly reading from a script and have zero ability to actually listen to what you're saying far less actually offer a helpful solution. And they never, ever, EVER ring you back after they tell you they will. Ever.

    3. Faulty hub. And again. And again. And again.

    4. I think BT are bloated, arrogant and complacent and they don't deserve my hard earned cash.

    Sky on the other hand have been wonderful and THEIR Indian call centre has staff who actually are allowed to think for themselves. Also they make you feel like they appreciate that you've chosen them and want to make you happy. Hooray!
  • Reviewer
    Location
    Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paradoxically, I was glad to see so many reviews rubbishing BT, I thought it was just me!
    I won't go in to the probs I'm having with them, suffice it to say, I'm the same as everyone else!
    Why on Earth don't BT read these review pages!
    It all seems so simple.
    1. Man the help lines with people who are fluent in good English.
    2. Provide the service its customers are paying for.
    3. Admit it is in the wrong where appropriate and refund customers they have failed.
    4. Acknowledge receipt of feedback where due.

    All customers who are dissatisfied with them should avoid all the balleywho of using help and feedback etc. and should start bringing the matters to Gavin Patterson (CEO) personally by snail mail letter if nec..
    Maybe if we started leaving in decent numbers and refused to pay severance fees (I don't understand why these can be due if they haven't provided the promised service) making them proceed thro' court cases by the hundred/thousand, they would start paying attention!
    By the way, looking thro' the alternatives on various review sites, I am at a loss to see who is the best provider, everyone of them appears to be rubbish - any ideas?
  • Reviewer
    Location
    Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    After shopping about, I decided to go with BT for a number of reasons. One being customer service. I have never felt such a weight of stress being lifted off of my shoulders! Recently had a house fire. My TV box got ruined, my Alexa house phone. After looking about for replacements and seeing it costing in the region of over £100+ I scoured the internet and decided to give BT customer service a phone. They, by no hassle at all, replaced all of my equipment! delivery to my new address, and at no stress at all. Definitely a five stars for customers. Especially in this living crisis I cannot thank them enough. Saved me money and took the stress off my shoulders.
    BT have great service recommend to anyone looking for home connections.
  • Reviewer
    Location
    Ayrshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    We upgraded to super fast fibre broadband in June. Since then the service we receive is poorer. I have had engineers out, given advice over the phone, been talked through changes to the settings and it has not improved. BT informed me that the figures they quote are for hard wired devices not wireless. They eventually stated that they could not improve the service. So I a, now paying more for a poorer service than I had originally. I was now out of the cooling off period and would be charged £200 to leave the contract. This is not viable. I am now a very unhappy BT customer until June next year when the contract runs out. They offered me a discount on a new 12 month contract which I refused. I will never use BT again and would advise everyone to avoid them like the plague.
  • Reviewer
    Location
    B14 6DN
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Reduced speed and no communication from company and no speed test results as opposed to independent speed tests sites which are instant
  • Reviewer
    Location
    BAGILLT
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worst internet ever i was with talktalk before at least they were cheaper and did fix problems stuck with bt at moment paying for a service im not getting speeds are 0.52 at best
  • Reviewer
    Location
    Bakewell
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Just had a fault on my BT landline and broadband traced to an underground cable. BT were brilliant and attended to the problem within hours of being reported. Really great service.
  • Reviewer
    Location
    Bala, North Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I could possibly give better review marks if BT ever get us connected. We have been promised Wi-Fi, land-line phone and TV connection many many times and then get fobbed off with excuses about Outreach. Since ordering beginning of March the outside connection have been done apart from the fibre optics being pushed through. BT have sent engineers here twice to connect us but both times they have advised they can’t complete the interior work until the missing fibre optics are in place. It is now 10th July, the last engineer appointment was on 7th July and I have been advised today (because I phoned them yet again) that someone will call us on 18th July with an update. Do NOT ever choose BT for your wi-fi and phone line connection!!!
  • Reviewer
    Location
    Ballymena
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    Comments
    BT are liars. Firstly they never supplied the Sainsburys vouchers after I joined and have queried twice. Secondly I was promised a phone call after I complained that I wasn't getting BTSport on my devices and it never came. Having spent probably two hours trying to explain my problem I was left with no satisfaction. I even gave control of my computer to them and they ended up telling me exactly what I told them within the first minute. I am now paying for a service that I am not getting and BT really don't care. I have written a letter to them and still no-one has the decency to call me or sort out my problem. Absolutely avoid.
  • Reviewer
    Location
    Ballymena
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling, I wished I had never sighned up to them , since august1st I've had 2 ghost engineers appeared and 2 line rental engineers appeared to fix a broadband problem . I have wasted around 70joits of my life on hold or in a quie . they are totally useless as a provider . You never get put through to the right department, and even complaints advisers could not give a damn . My next step is to cancel my subscription and wait for them to phone me . They might just talk to me then when they don't get my money .. I cannot stress enough that it's the most frustrating company I've ever felt with .
  • Reviewer
    Location
    Balmedie
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with BT for far too many years and we have to keep calling about the same issues :( they can't even get our name and address correct. Diabolical Customer Services and never a person whose first language is british. Want stress free... don't go to BT
  • Reviewer
    Location
    Bampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Called to lower my monthly cost spoke to Seb did a fantasic job and cut it in half.v Thanks Seb
  • Reviewer
    Location
    Banbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Quite possibly the most incompetent and shambolic customer service I have ever experienced! 6 phone calls and 12 hours of being on hold and passed about and we have now moved into our new home a month and still no broadband. They are completely useless! Would go elsewhere except we are still on contract. Biggest mistake ever, wish I had stayed with sky and that is saying something.
  • Reviewer
    Location
    Banbridge
    Reviewing
    BT
    Date
    Comments
    Very poor, wifi constantly going on and off and at night it doesn't work at all. Went from sky to BT and really considering going back to sky.
  • Reviewer
    Location
    Banbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Had absolutely nothing but trouble registering and setting up my account.
    Repeated calls from bt asking me to go through the same steps as before. Must have spent 7 hours on the phone.
    Sustained speed and WiFi coverage worse than five year old sky box.
    Wish I'd stayed with sky. Even had problems with reward card not arriving after being assured it was sent.
    If I could turn the clock back I'd still be using the superior sky service
  • Reviewer
    Location
    Banbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Unexpected, amazing service.
    I spoke with Michael, form the case management in Liverpool (that wat it says on the text send to me within an hour of my conversation which was at 8.20 pm!), who was amazing and went above and beyond of my expectations. Usually, I am not happy with BT, but on this occasion, Michael sorted out everting within an hour (I was expecting to wait about two weeks and to make a few more calls, as usual).
    If BT had more agents like Michael, I would definitely consider moving my mobile service and my cable TV to them.

    Thank you Michael,
  • Reviewer
    Location
    Banbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful awful ,only joined because of sky 12 month deal,oh dear , I live 300 yards from exchange, broadband will drop out at any time 3am,5.30 am 10.00pm,I cannot tell enough people how poor they are, truly deceitful company, anyone reading this, don't go to BT, awful service,awful customer care, laboured call times, truly awful
  • Reviewer
    Location
    Bangor
    Reviewing
    BT
    Date
    Comments
    I cannot give any stars to BT, I have been with BT well over 40 years and I have seen the service from BT deteriorate. When I first purchased the super fast Broadband I was getting speeds of 74mbs but now I am lucky if I get the guaranteed speed of 36mbs but the WOW in this I can if I am lucky get a max of 42mbs, what's that all about?. if you look at the value of this service that I am paying for then I am paying twice as much for just on half the speed from my original contract. I have raised this issue with BT on a number of occasions just for it to fall on deaf ears. And another big bug bearer is that they have installed the main box in my bathroom where this high moister level?
    I am looking at an alternative supplier.
  • Reviewer
    Location
    Banham Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our broadband speed here is 0.48 MBS which in this day and age is pathetic.Ive made countless phone calls to BT and nothing has been done except sending out an engineer and he couldn't improve the speeds as such lower power coming into the property.I have 4 children all studying and run my own business from home so we rely on the internet very much.
  • Reviewer
    Location
    Banstead
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful, poor customer service!! Wished I'd never changed service provider. Will be cancelling and going back to sky!!
  • Reviewer
    Location
    Banstead
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Absolutely awful!!!! Don't go there...,poor customer service...
    Stick with sky or virgin, even talk talk beats BT
  • Reviewer
    Location
    Banstead
    Reviewing
    BT
    Date
    Comments
    Totally Fustrated now!! Never call you back...slowest broadband Ever!!!
  • Reviewer
    Location
    Banwell
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I can't believe this company exists, totally incompetent of communication both between departments and with the customer. Ordered broadband and BT Youview to a property that already had a phone line in place and 8 phone calls, empty promises, missed deadlines and over five weeks later they had the cheek to send a bill - UNBELIEVABLE!!!!!!!
    Finally gave up and anyone will be better that BT - a cheek to hold the title "British" when all you get is Indian Customer Services.
  • Reviewer
    Location
    Bardsey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We are held hostage to the incompetence, unreliability and deplorably poor service from Bloody Terrible (BT)
    The norm is for them to wrongly schedule in a repair engineer and then fail to show - over charge by 100% per month and gaslight you when you try to get them to correct their mistakes
    Our ‘super-fast’Wifi is super slow and regularly drops out. Yet they charge more and wrongly advertise that they have the best service. They really have the worst service
    NEVER get BT - they simply do not care and treat you with contempt and then try to upswell to you when you complain
    It’s shocking that the spectacularly Open Reach service provider us the same supplier to 90% of Telecomms firms. That is simply a corrupt and massively inefficient monopoly
  • Reviewer
    Location
    Barking, London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My true rating for them is 0

    After 13 years of faithful loyalty to BT, finally I have had enough. Not only their prices were ridiculous but my Broadband was interrupted as from September 2015 for no apparent reason and all attempts to troubleshoot it or repair it by me or them had failed. I called for an engineer and while he was in my premises double checking the equipment since he couldn’t find any logical reason for a fault, the internet had miraculously worked!! The engineer had confirmed that he didn’t know the reason behind the loss of Broadband or its sudden return, and the only explanation he could give me that it might have been enabled from outside!!! A few days later, the internet was back to its former useless state. This had confirmed my suspicions that BT themselves had interrupted my services as a technique to force me to call so that I get hassled about renewing my contract!!! So, I made it clear to everyone that I was not staying with them. Only less than a month after the expiry of my contract, I tried to leave but I was told that my contract was renewed!! I launched a complaint and was given so far three different deadlines they couldn't keep, to investigate how I was tied in a contract without my consent. Each time I called, they lied to their teeth about staff and they're messing me around. However, they are not giving me any feedback about the investigation and they’re playing the silent game. This is unethical, fraudulent but more importantly stupid. By using this technique, BT might be securing an extension of a contract for a while, but they are also making that client so bitter with them to the point of no return. I know that BT is a big fish and won’t go down easily, but even sharks get caught eventually. Although I feel for individual employees as they’re just you and me, the organization as a whole had lost its values and ethical foundation, the very thing that worked to its advantage only a few years ago, and this, in my opinion, is the beginning of the end for them.

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.