BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

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

Based on 1355 customer ratings since 2023-04-13 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,585 Customer Reviews over 90 pages

  • Reviewer
    Location
    Hove East Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Over two months trying to get connected.
    2 engineers 2 site visits and still no services.
    Spent hours on the phone to customer services transferred for one to another.
    Absolutely useless
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3 Months wait for a broadband rubbish I first told it would take 2 weeks for connection.
  • Reviewer
    Location
    Oldham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company in the world, any industry. Expect loads of add-ons on you bills. I'm actually saving approximately £150 per month.Really bad customer service. See how long it takes to Find a good comment or review about BT. When you leave (out of contact by the way) they'll carry on billing. In my case five months. Bullied me into paying £295 wish I hadn't. Absolute shocking company
    STAY WELL CLEAR
    BT don't bother saying sorry you had a problem please PM me so we can discuss this. I couldn't give two about the £295 or the £150 per month you stole off me. I'm doing dozens of reviews a day for the rest of my life,
  • Reviewer
    Location
    Llanrhystud
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible company, lied to get me to commit to a contract, still waiting for broadband to be sorted out, even lied about supplying a land line, never again.
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT Full Fibre is a joke. We pay for 150Mbps and routinely get between 3-4 Mbps. This is with an ethernet cable and wireless dongle on a desktop. Often times dropping up to 50% of packets and sometimes struggling to run videos at 480p or load pictures on social media sites. As of writing this review, after resetting the router we're getting download speeds of 4.45Mbps and upload speeds of 0.14Mbps. Just go with Virgin Media. Any trouble you might have with them for their customer service is offset by actually having broadband that works.
  • Reviewer
    Location
    S norfolk
    Reviewing
    BT
    Date
    Comments
    We were on Wisp broadband signal from the airport , decided to go back to a bt service , unfortunately we have had continuous problems with loss of conection so are now going back to Wisp signal .Bt engineers are excellent but still little continuity of broadband.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Simply horrendous service from BT. After months and months of sending the wrong engineers to install Wi-Fi for my business they simply never managed to install it at all. Pathetic 2 site inspections and multiple engineers come to do an under ground job for an overhead cable they just failed at everything. They then tortured me for missed Payments and arrears on Wi-Fi that was never installed and I did not have. After raising multiple complaints and getting lie after lie about installing my Wi-Fi I gave up. We then went on the loop of looking equipment returned that had already been returned to them. Failure after failure lie after lie. I am actually convinced they did not want to do the job due to the expense of putting a pole in to supply
    Me with Wi-Fi. I was opening a new business and all the messing about and no Wi-Fi really effected me trying to start my business. They just don’t care or know what they are doing in my opinion. I went to the big brand BT and really did not get anywhere near what I expected from them. Dont go there in my opinion find another more reliable supplier.
  • Reviewer
    Location
    Bromley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They don't want to know when their broadline and line service fails. 4 appointments to attend to fix, numerous hours on numerous calls to them and weeks since it went down now to get this sorted and no-one attends or does anything to sort it.. Just dire
  • Reviewer
    Location
    Newcastle Under Lyme
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Off to a dismal start. Engineer failed to turn up despite numerous texts confirming appointment. After many queries I was told I had misunderstood and that he was working on the exchange. Why did I have a date and time then? Why did I have to have my router at hand? Delays are one thing. Blatant lies are another. It's left a REALLY bad taste in my mouth
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Broadband connection fine. WiFi: woeful (good luck getting 3 discs). Customer service: The worst I've ever encountered. e.g. Dozens of silent nuisance calls from BT themselves (with an offer for us to try the call blocking service "free for a month"; lies about engineer visits; weeks to discover a loose wire; blatant misinterpretation of engineer's report: "customer would benefit from moving where the cable enters the home, but moving the cable is not a practical option" interpreted as "you have refused to move the cable so we cannot help further". Glad to ditch them after 25 years
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    BT customer service went the extra mile compared to other service providers and ensured I got a good all-round customer experience. Recently moved into a new home, BT had me set up in 48hrs. Other providers quoted from 2weeks to a over a month.

    With this being my first time moving I made the mistake of placing a order with a different provider and then changed my mind and placed an order with BT. This caused an issue I didn't know it would cause. BT explained my ISP was blocked by the first provider I had placed an order with, BT cancelled in 24hrs and told me to order when sorted, it took less than 15mins to explain this to me and correct the issue (They even phoned Openreach to check). The other provider cancelled 16days later (and I had to call to find out). On the day of activation with BT, my service was up and hub delivered by royal mail by 10:00am.

    People tend to leave reviews only when something frustrating happens but I'm generally chuffed with how BT handle issues and provide good customer service. Compared to the few providers I experienced they're much better.
  • Reviewer
    Location
    Newbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Internet down in the area over 4 days now, no contact from BT and only lies when you speak to them
  • Reviewer
    Location
    Coleraine
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had the most amazing phone call the guy on the phone was professional and helpful, great customer service.
  • Reviewer
    Location
    Alderley Edge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Planned my trip back to the uk around this upgrade seems i live overseas now and i am rearly ever in the uk the guy arrived at 9:13 this morning and rang my bell and due to a motor accident i had i cant walk down the stairs at a quick pace so by the time i arrived down stairs all i see is the van driving away and a letter left saying ive missed them at 9 15 am im sorry but that is appalling service and now debating on just canceling and moving providers as im not going to be back in the uk again for a while and the next opportunity they said they can do is the 28th
  • Reviewer
    Location
    Goole
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely s#@t!! Avoid like the plague. No Internet for 3 weeks nearly! New hub sent out and still no good. 4 engineer appointments & only 1 turned up and still didn't fix the problem with the hub! 2 complaints and nothing back!! Like I sat avoid like the plague ( better options out there) !!!4 days off work waiitng on agreed call out!!! still no engineer!! AVOID AVOID AVOID!!
  • Reviewer
    Location
    W13
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    It had been, & continues is to be nothing short of a NIGHTMARE
    Problems w set up, problems with billing , problems with communications , or lack of I should say.

    22 calls later 10 months into my contract , my internet has gone down, for the third time.

    Unfortunately v sick. Had two medical video calls & live alone. Missed both. Spent 2 Ho at in phone yesterday ,

    PROMISED ab engineer would att bd today. Again they did not . Three calls later , just been told “not much we can do” by a manager who had assured me would have no further problems & to call him if In did - Damian Gormely.

    You know when you’re in a crisis - BT are the li f of company that make it a whole lot worse, every time .

    PLEASE PLEASE THINK TWICE before you decide on BT, the “excellent communications service “ promised is a joke - they do not communicate AT ALL w each other and mostly the customer . They LIE, most first contact staff are rude , unhelpful .

    I HAVE BEEN TREATED INHUMANELY LIKE I AM THE ENEMY

    To the day I have been unable to log into online account due to a fault their end for which they penalise and punish ME
  • Reviewer
    Location
    Walton on the Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    40 mins waiting to be out through. No help from the advisor. Put on hold and call is ended. That’s customer service.
  • Reviewer
    Location
    Hastings
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Appalling customer service, failed to make scheduled calls 7 days in a row.
  • Reviewer
    Location
    Ryde
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    No customer service, had our line taken over but still charged a early finish penalty. Complained spoke to an agent who lodged complaint. Agreed a call back the following Sunday - no call or no email to apologise or make an alternative arrangement. Money taken from account so I guess they didn't accept that the line was taken over so been rinsed. Will never use BT again. Terrible.
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got an offer, cancelled previous provider, get cancellation fee and BT can arrange engineer appointment in January 2023 - so we should be without broadband 2 months - I resigned. left frustrated, angry and £300 cancellation fee to be paid. Rubbish company
  • Reviewer
    Location
    St. Albans
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Booked a box move, waited 3 weeks then they turn up at the wrong address, told it will be another 3 weeks to rebook! After 2 hours on the call, told their system is down so they can’t even book that and will need to call me back tomorrow.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BRITISH Telecom, In my opinion do not deserve to have the word BRITISH in their name. They are an absolute disgrace. Customers work for BT not the other way around. Service = Not their problem, it should be Openreach.
    Openreach= Should be called NoReach, they are never contactable if you phone them or take ages to answer.
    The whole company in my opinion is a waste of time and customers should not have to put up with their lousy and expensive service.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking, changed from virgin to BT and was the worst mistake ever, engineers came and had to fit the boxes out on my balcony as they said they can’t drill the wall but did on my neighbours, had to get a giant extension lead from there to the living room, signal was always poor even tho I had the 5G booster box. When I said I didn’t want it anymore they said okay no worries just pay £233. Yeah nice one thanks for that
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT’s customer service. Well there is a word that has no meaning to them. So we have complained multiple time due to a loss of broadband and phone line. Their response is always there is no problem. Engineers have tried to fix the problem, which works temporarily, but after a few days we have the same problem. We are now dumping BT and going with Vergin. Hopefully the service will be better, it could not be any worse. Funny thing is, one BT’s engineers recommend them.
    So don’t hold your breath with BT.
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Poor fibre performance, drops out constabtly, websites wont load due to pages timing out.
    Customer service is non existent, esp if you hsve a disability and need extra help.....just get told to go google it on their website
    Do not reccomend at all
  • Reviewer
    Location
    Chichester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The main problem with BT is their appalling customer service. It is very difficult to find anyone to contact and wait times on their helpline are a minimum of 45 minutes.

    This week I tried to report a fault via their SMS service; I was told that someone would contact me and heard no more. I then reported the fault via their automated troubleshooter and was give an appointment date. The engineer didn't show up and then I got an email giving me a visit date in a further week's time. That's an afternoon wasted.

    Unfortunately I'm still in contract, but will be moving once that expires.
  • Reviewer
    Location
    Gloucester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have the gaming WiFi package and can't even game, constant lag and when it is OK get elastic banding all the time. When I go to resolve the issue BT claim its not there wifi and the games servers itself when I know that's not the case.
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    paying for 500 Mb and only getting 0.09 on download. A bit more on upload but still ridiculous speeds. They don't offer compensation and act like it's your fault. The staff are rude and untrained.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Poor. Customer service is dreadful, connection doesnt work in the rain. They say its your fault when its their own, they say youve told them the problem is fixed when it isnt, and you havent. Can only get through by holding for over an hour. Joke of a company, same as EE so avoid both at all costs, had problems with mobile also but thats another story. Havent found one i can recommend yet though.
  • Reviewer
    Location
    East Grinstead
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have had a fault on our telephone line for 15 days now and bt still won't come round and fix it they will not answer the phone and they will not ring you back. Worse company ever
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give zero stars I would. Without a doubt the worst company I have ever worked with. Not only did we have 5 engineers need to come to fix our wifi, two times people just fully did not show up without explanation or telling us. We did not have wifi for over a month and they did not care at all and did nothing about it. Seriously the worst customer service, worst service, and worst company. Will forever tell people how bad they are.
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is 2022 and the best they have to offer is 1mbps download speed. There are villages in Africa with no clean drinking water that have better wifi than this. Stay as far clear of them as possible.
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking. My new broadband was supposed to be activated yesterday. Still waiting! Called them back up and apparently there is a “fault”, and will have to wait 48 hours for it to be resolved.
    Missing out on 3 days of work and wages because of these absolute idiots. No compensation, nothing.
    Never go with BT.
  • Reviewer
    Location
    Newark on Trent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Quote a lot of interrupted internet connections.

    They will also charge you extra for leaving a few days early from your contract, even though you've paid your contractual obligation.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst companies I have ever dealt with all they want to do is ripe people off. For 2 weeks rubbish tv& broadband they have charged me £697.48 Anybody thinking of going with them should think again

    Just seen they actually change your review before putting it on their page what more can I say about this company.
  • Reviewer
    Location
    Rippingale
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered full fibre broadband on 24th august still awaiting for connection after 9weeks -had several visits by openreach each time they didn’t have right people to do next job so had wait for another 3 weeks for final connection on day they didn’t turn up or confirm there issue with appointment and now they can’t give me another date for final connection really poor service !!!!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Useless customer service. Tried to call two times to understand why they are delaying the activation of my broadband. The first person couldn't understand anything I was saying and hang up without saying anything, the second one kept me 40 minutes on the phone and did nothing but saying they are busy and to stay on the line with him. I'm shocked, didn't even know such things could happen with a big company like this
  • Reviewer
    Location
    Ceredigion
    Reviewing
    BT
    Date
    Comments
    In the little time we have been with bt, it's been completely rubbish, got 150meg plan out with call package only to be charged for all our calls, then they told us you should have read what your getting, on top of the ultra unreliable Internet with max speeds of 30meg down to 2.8meg. Got 4 phones off them which only worked intermittently. Everytime we spoke to the technical team there advice was to spend more on products to try and make it better. I put 1 star as I can't leave minuses.
  • Reviewer
    Location
    Hampshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT are a total joke. Terrible company incapable of providing service to our area - repeatedly setting up new accounts and then cancelling them because they couldn’t actually provide a service. Useless. Stay well clear.
  • Reviewer
    Location
    london zone 1
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lucky to get 3-4mbps sustained download speed in zone 1 london (SE1) - but don't get that during peak times - paying 35gbp a month - can't believe that BT can sell something as sh1t as that in 2022!

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.