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 11615 customer ratings since 2019-07-06 (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.

2970 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
Apart from the initial sales process the support is appalling. BT have changed my phone number 3 times, they blamed the initial change on Virgin (?) and they have never accounted for the other 2.I switched to BT from Sky last April. My main gripe is the dropping of the internet to my Windows 10 laptop, the MyView and the 2 Nexus we have. It think it might be a BT security problem as resetting the router fixes it, but is a pain. BT have replaced the router but this hasn't fixewd the problem. The technology is brilliant I get a consistent 37Mb download speed, the roaming WiFi service is good and has a lot of convenient access points. The new router fitted through the letterbox so I didn't have to callect in 48 hours later from the sorting office. If I had never had to talk to them I would think the system excellent. I switched from Sky who we inherited from O2. Sky had excellent customer service, I only moved away because of the cost for the new year after the intro, there roaming service is also very good but the coverage is less.If I can a deal I will go back to Sky.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Midlands BT  
As I was not sent a email bill I was not aware until later that there was a mistake in that bill. I had been charge for a service I do not have namely B.T. Sports .
no WS63038094
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
glasgow BT  
It took years for this company to learn the lesson of having UK based call centres. Now it needs to stop spending vast sums on t.v. advertising,computerised answer systems and its preoccupation with the idea that all the customer wants is to watch sport,especially soccer. This company needs to invest in PEOPLE. To improve the dismal customer care they currently provide.I simply want to ring up, talk to a human who can provide the information or help required or connect me with another human who can.Unfortunately that would require an outbreak of common sense and upset the share-holders.The company is ,however, extremely adept when increasing the price of service.This no doubt makes the share-holders happy and profits can be spent on adverts to avoid over-taxation.There must be better out there...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Uk BT  
We are just on standard broadband as connected directly to the exchange (95yards). Download speed is about 13mbps, so not too bad. The service dose drop out every now and then, but generally not too bad. Customer Service is time consuming, but they sort it eventually.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Chard, Somerset BT  
Download speed is a rubbish 400kbps!!
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Bridgend, Wales BT  
When it works everything id good , when it does not you are in a sue for a call centre in India. SHOCKINGLY poor customer service. Very nice & friendly but totally ineffective. To solve issues with Mac network connecting to BT home hub I ended up calling apple (sorted) - BT hopeless
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
High Wycombe BT  
Recently moved from ancient router to shiny new bt infinity as soon as it was available in our area. Supposedly creaky old broadband was 100% reliable. Supposedly much better shiny new infinity regularly goes offline in the evenings and sometimes during the day too. They forgot to mention that by "upgrading" we'd be degrading the reliability of our service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Brockenhurst BT  
I have been a BT customer for only a couple of months and I have had the worst customer experience of my life. After signing up for their deal with a usage cap, I was unable to log in to my BT email account because of an error message, which meant I did not receive any emails about my usage. So my bill was £100 for 1 month. After wasting hours of my time on the phone trying to fix my email over 3-4 weeks they have still not fixed the error message. In the meantime I upgraded to infinity and the representative even said to me that it was the end of his shift as an excuse as to why his system was failing to accept my email address format when upgrading! In the end he was laughing at the system because he knew how dumb it is! The residential team even referred me onto the business team to fix the email issue, to which the business team joked back at me saying how dumb the residential team are at referring them on to the wrong team. In the end I have received a total of approximately 10-15 calls from BT some of which took an hour and my BT email is still not working. What a total waste of time!

The broadband speed is ok but everything else awful, avoid BT they will leave you feeling angry and annoyed and helpless.
  • Speed
    3 stars
BT  
Unbelievably contemptuous company that could not give one stuff about its customers. Just joined them and immediately had a price hike. Yes I can leave but what a way to do business.
How can Ofcom allow this company to trade when they openly brag that "We can change any prices and terms during your contract"???? Totally unfair contract term. Absolutely disgusting way to treat customers one month into their contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Isle of Wight BT  
I've had many connections before this one and out of all of them BT is defiantly the worst. When first looking at the connection it looked like a big upgrade from the other connections I’ve had in the past, but it was a complete lie. Although the connection is reasonably fast most of the time, it shuts down and has trouble connecting at the worst of times which is 10x worse considering I’m an avid gamer. Even fixing the connection is more trouble than its worth with it taking about half an hour to get it back up and working properly again. The amount of inconvenience this broadband has caused me is unbelievable and I recommend looking for literally any other service provider.
  • Speed
    3 stars
G BT  
Product (infinity 2) is drastically overpriced, but it works,isn't too slow, no complaints about service! Router isn't bad either :) but, when asked if I want to keep my phone number I said yes, they changed it, I've since called 10+ times and the only thing they've managed to do is change my number to another completely random number, ridiculous. I was also unable to login to my BT, so unable to pay bills and see details for 3 weeks, this has since been sorted. Customer service is terrible. Bt is good, if it goes to plan.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Midlands BT  
I moved house in January and took 2 weeks and many hours of phone calls to get my broadband infinity connected as the original order was cancelled but the new order was not put in by the customer service assistant they then charged a £130 connection fee even though i was an existing customer and again several phone calls to get my money back. one of the calls lasted 2 hours and i was put through to 8 different people. Absolutely appalling service. I am now trying to upgrade my TV package and have been informed there is a fault on my account. I was told last weekend after speaking to 3 different people that this would be fixed and I would be contacted but so far nothing. I phoned today to chase to be told that they needed to submit the fault again. This was obviously ignored the first time. I will be phoning every day until this is resolved. Hurry up Virgin Media in my area!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Eastleigh BT  
Absolute rubbish in terms of service. BT keep putting my monthly broadband payments up every couple of months. For an example one month I can be paying £38 and the next £65. I have contacted them numerous times in regards to this. I have an unlimited package and I do not use the landline so I do not expect my monthly payments to be fluctuating like this. I have 4 months left on my 18 month contract and then i'm leaving! I cannot wait!
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
I tried to cancel my service with BT 6months ago as I thought I had a 1sr contact but they informed me my broadband was for 18 months. so I rang them today to tell them I will not be renewing my contract which runs out on 17th September. I was told that the service will cease on 9th of September. I said no on 17th September.so he said he changed it and that I will receive an email to confirm and low and behold I have received the email with the 9th of September. I am so angry. and I have also been told that I have to pay a £30 charge for not renewing my contract. is this right????. never again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
sunderland BT  
In terms of the speed and reliability things are great. The problems with BT start at installation - They made a real mess of my property when installing. It then took hours of chasing to receive the incentives they advertised as part of the broadband offer (vouchers etc). Things then get worse if you ever need to call them to adjust anything in relation to your service. Their online customer service is appalling. After months of terrible service i decided to let my 12 month contract end without renewal, only to be charged £31 for the privilege of not renewing. Really would suggest avoiding BT even they have the lowest price in your area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Notts BT  
I have been trying to add "complete wi-fi" on to an existing package. This costs an extra £8 per month but would solve issues we have with thick walls. To sign up, our BT TV package will only last 18 months and BT broadband 24 months. This will mean a 6 month gap and pressure to sign up for another contract with BT. This is a risk that could be too costly. Very disappointing.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Battle, East Sussex BT  
Iv been a customer for a number of years, overall it is working every day , videos sometimes lock up as speed is a little slow but thats about once a week on average, Cost is the part that annoys me, Lots of offers to new customers but no customer care for current customers i pay £18.70 pm
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Telford BT  
We've been with BT phone and broadband for two years. Our package is 10GB broadband and anytime calls. Most of the time, everything has worked fine. Our contract is soon due for renewal, so we've tried to haggle a new deal from BT. We're currently paying £33 a month. They could offer nothing better, even though we quoted what other providers could offer. Having read the dreadful reviews about other providers, we have no idea who to go with now. So many folk seem to have problems.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Southern England BT  
Poor broadband speed, terrible customer service which is in part due to typical 'large company' internal processes. No ownership of problems or complaints, complaints not registered and have to push to resolve.
  • Reliability
    3 stars
oxfordshire BT  
Absolutely shocking probably the worst customer services out there
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Weymouth BT  
Don't trust them, I negotiated a deal for 12 months, two months later they upped all the prices, I complained and they simply hid behind the small print, disreputable and dishonest is my view of them, worst of the broadband suppliers, it's about time these long contractual tie ins were made illegal
  • Speed
    3 stars
  • Reliability
    3 stars
Lichfield BT  
Difficulty undrstanding customer Services
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
Home BT  
Is this the worst most heinous bullying company in the UK?
Hike their prices up whenever they feel like it and when you exercise your right to leave they try to bully and threaten you with all sorts. This is the second time (yes, how stupid am I) I have been with BT and I left them early last time because they upped their prices mid term. Chasing a fe £ that time cost lost them £100s, now the same thing has happened again.
To be fair to BT I know people who simply pay the increase and are happy paying through the nose so I guess overall the awful business model of ripping people off does work for them.
However BT will never ever get my direct custom again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Isle of Wight 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  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
BARROW-IN-FURNESS BT  
Having switched to BT Infinity from Orange standard broadband, I have seen no discernible improvement. Just before writing this review, I experienced two pauses while watching iPlayer via the Infinity hub. On a few occasions,, my desktop has lost the connection. Perhaps if there were several people in the house all sharing the hub, it might come into its own. I have several months of my contract to run so performance over the remaining period will determine whether or not I feel it is worth the extra money. At the moment I reserve judgement.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Reading BT  
The service is terrible . The automated system with varying voice tones to keep you in order is terrible . The engineers analysis is sometimes very poor . Over 6 hours of my time on the phone trying to get them to sort it and in the end sorted it myself using an old hub . Now I wait for a replacement hub . They don't pay recompense for list time , time off work , lost use of equipment or anything .
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Peterborough BT  
Very poor connection at times. Helpdesk appeared not knowing how to diagnose the problem efficiently
  • Reliability
    3 stars
Derby BT  
Firstly, service, in one word, is PATHETIC. BT took a sweet 20 days to put up the line. And the line did not work! They took another 7 days to fix the problem.

The speed was excellent. It worked without problems for exactly 2 weeks. After that, the disruptions began. The modem would stop working every 15 minutes to two hours, for 15 seconds to 3 minutes, at random. This basically means that you cannot stream movies without having interruptions at random. You cannot VPN into office without having to go through the trouble of reconnecting at random intervals.

Then comes customer support. Support folks are mostly a friendly lot with intentions to help. Though the intentions rarely translates to actual proper, satisfying resolutions.

I took the connection because of the speed and unlimited service, but little did I know that the advertisement not mentioning an uninterrupted service meant that the service would be as pathetic as it is!

I would rather go for lesser speed with download limits than continue with such a horrible service, but unfortunately, they want me to pay a discontinuation fee of some sort. I think I might take this to court since there are many ongoing, registered complaints regarding this.

The saddest part is that this is my first experience in the UK, and I am thoroughly disappointed because the so-called "Third world nation" that I come from, offers much better service, reliability, customer service! So much for the British experience..

PS: No nationality based offense meant. But the BT service so far, is what it is.
  • Speed
    3 stars
Cambridge BT  
Customer service is awful. If you start a chat be prepared to wait a very long time and for your question to fail to be answered
  • Satisfaction
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Leeds BT  
I very rarely post reviews of this nature but my experience today with BT has been so frustrating I want to do something in the hope BT will address their complete lack of customer service.
I have been a BT customer for many years; land line and broadband. On Sat 15th August my Internet failed. I quickly ascertained from BT that I needed a new hub. This could be supplied if I renewed my contract. I agreed and the hub was due to arrive yesterday. It did not arrive and today I received a letter confirming my contract but no hub.
I have today spent over three hours on the telephone with an overseas call centre and all I have achieved is to make myself really cross.
Consequently I decided to change supplier. Within less than an hour of doing this I received an e-mail asking me to reconsider with a request to call a completely different telephone number. I was also informed if I did change I would be charged almost £320 in cancellation fees. Despite the fact I cancelled within the 14 days and BT had failed to fulfil their part of the agreement. When I rang the call was answered immediately. Clearly BT respond only when they are in danger of losing business, existing customers are of no value.
BT need to address the use of overseas call centres. Whilst the people who work in the centres are very pleasant they are completely ineffective.
  • Speed
    3 stars
  • Reliability
    3 stars
Oakham BT  
Low speed as opposed to the published speed ! Line check carried out and all ok. Moved router to a short direct connection to the main bt box and disconnected all other devices. Ran the speed check again and it was still low.
  • Customer Service
    1 star
  • Reliability
    5 stars
Sunderland ( Tyne & Wear) BT  
The speed is average but drops considerably on a regular basis, far too unreliable.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Reliability
    1 star
South East London BT  
Awful reliability. Lost it for over 24 hours last week AND lose connection at least once every day - usually less than 5 mins BUT still awful.

Will change provider once contract finished.
  • Speed
    3 stars
Surbiton BT  
Beware of BT. I live on my own and I have had no phone now for over two weeks. They text you with an appointment and then they do not turn up. The staff do not tell the truth to customers. My health has been affected by the way they have dealt with me. Sadly I have lost my mother unexpectedly and she was on a 24hour care system whilst I worked full time so that I knew she could get help if she needed it . Yes they will leave people without contact before they will fix the problem. Terrible firm to deal with even if you pay your bills by direct debit. Papers here I come with my story.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Ashton Hayes BT  
worst customer service I have ever experienced, it takes around 5 attempts just to try and speak to a human being then they don't care or act on what you ask for
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
bristol BT  
Disgusted to find my son is paying £58 per month for his broadband.

For sure he will not renew and neither will I. Thats two customers lost and I'll try to persuade others to change.
  • Speed
    3 stars
  • Reliability
    3 stars
Aberdeen BT  
The broad band is terrible it is also very overpriced I was paying over 50 a month for bt infinity yet it had some really slow speeds
  • Customer Service
    3 stars
Birmingham BT  
Speed varies from 17 to tonight less than 5Mb/sec
Had engineer out twice recently to rectify the problem, but the problem keeps returning
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Newbold Verdon Leics BT  
BT Local office in Wolverhampton, are USELESS, do not get involed with them, they have addesd items to my bill, told me they would sort it all out but they never did, causing a massive problem of £4500+ overcharge.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Whitchurch BT  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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