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

Based on 9301 customer ratings since 2020-05-14 (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.

3,098 Customer Reviews over 78 pages

  • 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
    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
    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.
  • Reviewer
    Location
    Barnet
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking customer service, after waiting 2 weeks for connection, wasted a day waiting for someone to connect my line but no one turned up, found out order has not been processed, told in 2 days I shall receive a phone call which never came and when I called them about it was hung up on whilst being on hold. Needed to call them multiple times to get to the bottom of the fact that I cannot get fibre broadband at my address, so just upgraded with existing service provider. Shameful, utter rubbish and wasted over a month of my time. Toby
  • Reviewer
    Location
    Barnet
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking. Cuts off every other second. Avoid at all costs.
  • Reviewer
    Location
    Barnet
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Please don't risk it. BT are fine if everything works, but appalling if anything goes wrong (which it has nearly every year we've been with them).

    Their customer service is the worst I have ever encountered. They will pass you in circles to avoid answering your question. They will phone you up just so they can put you on hold.
  • Reviewer
    Location
    Barnsley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I wanted to put minus one for overall satisfaction and customer service ,but it isnt available.
    At present i,m in the middle of a nightmare with BT ,I decided to leave because of the price hikes ,thats when the trauma began , letters , texts, and emails ensued, 5 in a week ,3 calls to disconnections and customer care , getting no further ,cancelled direct debit
    so I can control what they are asking for
    I have tried to cancel sport 6 times over the last few months,
    3in the last 18 days ,no one does it , wrote a letter to managing director customer care ,block capital across the top I AM NOT PAYING £110 fee for early release of contract and CANCEL SPORT.
    This morning letter from the Libby Barr ,manager, thanking me for my order of BT Sport!!!rang again, now. they tell me another account was opened. In my name,I didnt open it , so who did? They dont know , theres only me so ,its not at my end.They say i,ll get a bill in the next 7-10 days saying what I owe them , then I,LL have to ring billing to sort it out -customer care???
    Incompetence ,rudeness ,agression, confusion, and being pressured is what I,ve had from BT ,DONT even think about joining them
    I might of thought about rejoining in the future , but I,d rather be without services now
    BT ARE A JOKE !
  • Reviewer
    Location
    Barnsley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Crap! Speeds at one tenth the so called best in our area. The advertising just goes on telling lies and there's always the getout of 'up to ...'
  • Reviewer
    Location
    Barnsley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid BT like the plague,worst customer service i have come accross in almost 50 years,rubbish product,rubbish company,don't touch with a bargepole.
  • Reviewer
    Location
    Barnsley - the S. Yorks one - sadly
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Pathetic in all aspects, donload speed 0.4mb to virtually zero at peak times. Died altogether for a week. Customer service is exotic but not very useful.
    The one area they score big time is billing - they sure know how to do that! Try anywhere but hereI wouldn't even give them one star for some areas but zero not an option.
  • Reviewer
    Location
    Barnstaple Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I use to get Just over 6 at a previous address, this one seems very poor in comparison.
  • Reviewer
    Location
    Barrow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Signed up to a phone, broadband,tv & sport pack. Less than £30 a month. Equipment delivery and engineer were both early. BT Wifi & BT Sport apps are great extras. I had a fault which was fixed within a week including engineer visit at no charge. Even the infamous BT Indian call centre called as promised. Would recommend to anyone
  • Reviewer
    Location
    BARROW-IN-FURNESS
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT service is very good, however they try to get you to sign up with vouchers for £100 and £50 which they do not honor. Don't know how they get away with this deception.
  • Reviewer
    Location
    Barrow-in-furness
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Woul not come back to BT if you paid me. Shocking in every aspect. They don't even understand their own bills and make charges up as they go along. Avoid if you can!
  • Reviewer
    Location
    Barry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Can't speak to the broadband speed and reliability as it's not been activated yet, but I expect great things considering the extortionate activation fees they're charging us.

    We've moved into a new build home, and due to BT's monopoly on the area are unable to go with any other provider. Not only are their broadband deals more expensive than anyone else's, we have to pay £70 in various upfront costs. Absolutely disgusted. They're at liberty to charge whatever they want because there's no competition - the alternative is to not have internet for a year. Wondering if there's recourse to go to the Financial Ombudsman about this.
  • Reviewer
    Location
    Barton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If bt spent as much on delivering a service as they spent on marketing it may be that our tv could work, let alone the internet or wifi. I can not describe the total frustration I experience with this company who seem to feel they have a monopoly and therefore nothing needs to be done to help.
  • Reviewer
    Location
    Basildon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I went to bt on a promise of better broad band and better service!!!!!!!!!!!!!!!!!!!!, I was cohersed by very convincing sales pater to believing I was going to receive a better service!!!!!!!!!!!, what a load of rubbish, all I can say is don't go with bt. It's the worst broadband provider I have ever had. BT YOUR WORST NIGHTMARE
  • Reviewer
    Location
    basingstoke
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Although being upgraded to the 20MB option I think BT did this network upgrade in my area before it was totally ready. This is born out by the drop in downloading speed initially, compared to my 8MB option previously.I do not like the Indian call centre for support because I cannot always understand what they are saying.Bring back call centres to this country for a customer friendly service.
  • Reviewer
    Location
    Basingstoke
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    The customer service reps are completely Useless. I had intermittent internet connection for about 4 months where suddenly the connection would drop and not connect again. I had to get 3 bt engineers out which all said there was nothing wrong even when they saw the problem happening. This resulted in my diagnosing the issue myself and actually fixing it myself! The came a time which now my BT Vision box doesnt work, my recordings fail or my chanels get Pixelated. broadband and aerial are fine which all points to the box. BT would not swap this out for me but sent an engineer out who was 2 hours late and all he did was a rest on the box. The following dady i checked and it still wasnt working so going back to BT they not expect me to run all these checks again! The customer service and engineers are useless so dont waste your money on this company go for a better one where you will get the service you pay for!
  • Reviewer
    Location
    basingstoke
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The Indian support is not very good as I cannot always understand what they are saying.
  • Reviewer
    Location
    Basingstoke
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were forced to use BT since Virgin did not have any fibre close enough. At last they have recently dug up the roads and installed fibre so we can rid ourselves of the worst broadband supplier I've ever experienced, hands down.

    Promised 27mbps and every night I get 1 to 5 only. Also very bad customer service who are untrained and know little more than to suggest "you reboot the router" they were rude enough to challenge my speed tests. I am a network engineer more qualified than any of their lost staff in the call centre who have no idea beyond the 'cheat sheet' they are using. My 5 yo could do a better job.

    BT. I'm so happy to be rid of you at last!! Thanks Virgin.
  • Reviewer
    Location
    Basingstoke
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst I have experienced since days of NTL! So far on-hold for 50 mins without speaking to someone. WTF? If I could give no stars or minus I would. 100% dissatisfied.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company by far. Slow WiFi, slow internet, poor customer service. With our plan was included a free TV which never arrived!! When we complained they told us they couldn't do anything!!! And for last but not least we paid BT Sport and it doesn't even include payperview. What can I say? Don't sign with this company, it's a scam, big, big scam.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered a BT infinity student deal for 9 months, at the time seemed perfect, short contract and quick speeds. However we had to wait 2 weeks for an engineer, this is normal, I would like to say that it is now 7 weeks after I orginally ordered their service yet I am STILL waiting for them to sort out our internet, and better still they have charged me £58 so far without providing anything! They have sent out 4 engineers who haven't been able to sort a supposedly simple process. Ive had 8 engineers booked, but 4 never showed up. I've spent countless hours on the phone to their terrible customer service who make false promises (I have actually heard unprompted promoises from them), half of them don't even know what their talking about!

    I'm now 7/11 weeks through my first semester at university where internet is very important, not only have BT had a detrimental effect on my study, they've caused my housemate and myself to run over our mobile phone data bills, I understand this isn't their direct fault, but there are somethings like checking university timetables and sending emails that are necessary, but where we are used to having our phones connected to WiFi, we're now running over our bills costing us more money.

    I thoroughly recommend you to not go for BT, yes every company has cases where things go wrong, but when things go wrong with BT, you're better off instantly switching provider. I am beyond angry with them.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered a change of address. Two months later and still they haven't moved it. I'm being forced to pay for a service that I cannot use because they are so completely incompetent when you speak to them. Spoken to over 10 advisors who have said a variety of excuses. They don't call you back or give any update. I've never had such a poor experience in my entire life.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Comments
    Tried joining BT but they cancelled our order for no reason so now we have to wait. Customer service trying to deal with their mistakes was appalling (happy to try and sell you extras but unable to rectify basic problems). Would not go near them.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have always had my home internet services from BT and it's safe to say they have been unreliable at best.
    I have never had any issues with customer service but actual broadband speeds are absolutely atrocious. The highest speeds I have ever received are 3mb/s and that is on an extremely good day.

    Speeds are inconsistent and sluggish and something I have noticed happening regularly is the sudden dropout of all internet access at all times of day.

    If you're interested in gaming then this is definitely not for you. LAG is the only word to describe it.

    If you have access to BT Infinity then I'd maybe suggest going for that if you're still interested in choosing BT. But, if you live in the same area as me I would advise you avoid BT.

    A quick note on landline prices. BT phone bills that come quarterly and don't include unlimited calls can become extortionate. The amount's my mother has had to pay are absolutely ridiculous and I have finally changed our provider so hopefully things will vastly improve.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am very disappointed of this company.

    Prices always go up during the contract. When contracts ends they charge you more than normal. The internet speed it's not great. During the night the internet sometimes falls.

    I will NEVER use BT again in my life.

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.