BT Broadband Reviews

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

Recent Customer Ratings for BT

  • Satisfaction
    2.9 stars
  • Customer Service
    2.9 stars
  • Speed
    2.7 stars
  • Reliability
    2.8 stars

Based on 16801 customer ratings since 2018-05-20 (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.

2811 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
I changed to BT broadband & anytime calls worst mistake ever my broadband is that slow it drives you mad l have called BT many times got through to India every time they are rude & can't help you at all, the only time l got through to the UK was when l said l was leaving BT which l can't do as l am in a 18 month contract when l explained my broadband was slow l was told if l wanted it any faster to change to fibre optic my reply was at your price l can't afford it plus l want you to sort out my broadband that l am paying for l then got told where l live the broadband is slow which l no is not true l called BT before l changed and was told l would get a good speed, so now l am stuck with BT until Xmas 2015 and can't do a thing about it. I have sent them emails but they just don't reply. SO BEWARE WORST COMPANY EVER
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading BT  
I agreed a broadband deal on line. They cancelled my phone and broadband with sky on my behalf. They sent me several emails stating a date when my router would arrive and the date when my broadband be started. The day came I set it all up and I had no phone or broadband. I waited up till midnight when they said it may take till. Still no broadband. The next day I went to work when I came home still no phone line or broadband. I phoned and after waiting for 15 minutes for them to answer the phone was told that there wasn’t a portal for them to connect us to so the order had been cancelled yet no one had contacted me. I was told that I would have to wait 24 hours then ring back again to re order. So I did just that to be told on this occasion that I could only have the copper connection and had to go on a waiting list for the fibre connection and there was no time frame. I had to wait for someone to cancel theirs and then take my place in the queue. Also that I could not have my google home as agreed on my previous deal as it wasn’t on this copper one. Maybe when I finally got onto the fibre they would see what they could do. I can’t believe that a big company like BT couldn’t still give me the gift as some sort of compensation for all the inconvenience That was caused by them. I am absolutely disgusted by them. Do not go with them their deals are a scam as they don’t know until the date of connection if there’s an available portal. All to late as your previous supplier will have been cancelled.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caister-on-Sea BT  
We have BT Infinity. The time it takes to load is very disappointing. The adverts on the BT homepage cause problems as they take ages to load but we cannot choose not to have them. Also BT charges top whack to its faithful customers while giving new customers special rates.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Rugby BT  
THE most stressful set up you can possibly imagine. Beyond AWFUL set up service, Talktalk were angels in comparison to trying with BT. I paid for broadband, was told a date, hear nothing and there is no way of contacting them without spending an hour on hold after which you'll be sent to an overseas call centre. Had to call multiple times to ensure start then had the date postponed! Then received a letter saying credit control had tried to contact me (no they hadn't). Company is completely out of control, wish I'd read feedback and AVOIDED.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford BT  
the worst broadband ever
advisers not trained to help just to hold you on the phone for over an hour to download crappy help tools and your issue is never resolved the way it should be. when my contract is finish i will be looking for another provider.
For your sake never sign a contract with them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
BT is THE worst broadband and wifi provider. We were without broadband and wifi for 3 and a half weeks and were on the phone to be for hours because we couldn't get through and we'd be put on hold for up to 2 hours every time. BT would happily quickly get in touch when they hadn't received payment even though we hadn't got anything received any broadband or wifi within this time. It has been the WORST customer service my family has ever received. I would not recommend BT to anyone, 100% going back to sky we had no problems with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry BT  
Very patchy customer service. If you fall into the right category, it's not too bad, but if it's a bit complicated, then you've got no chance. For a communications company they're very difficult to get in touch with.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Ardrossan BT  
Absolutely awful!!!! Don't go there...,poor customer service...
Stick with sky or virgin, even talk talk beats BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Banstead BT  
Signed up to BT 17 Mbps
Got 0.5! i.e. 97% less mbps than we signed up for.
We called to ask BT for help….they said they would “call us back” they never did.
We asked to cancel our contract (Note receiving only 3% of the Mbps meant they were not providing use a service fit for purpose)
BT said it would cost £140 to get out of their contract.
As we have 90 days left in the contract we offered to pay to the end of contract and that we were giving advanced notice of termination. BT said only when your contract has 30 days can you give advanced notice (not 90 days, not 29 days not 31 days….1 day in the year that you can cancel)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey BT  
Rang bt to request name change was informed or cas kr be changed due to having a credit check in that name. I can change my name with passport office mortgage and bank among many other credit accounts I hold. BT need to be more sympathetic and understanding and respect and individuals wish. Imagine shocking circumstances had occurred to that person and they cannot bear to see that name shame on your outdated and harsh service
  • Satisfaction
    1 star
  • Customer Service
    1 star
Swinton BT  
Horrendous"service". No broadband for 2 weeks. Constant phone calls to try and get it sorted. Promises of "some one will call you back". Believe me - that never happens. Been on now for 3 days and told Im going to exceed my allowance. Worst decision I ever made to move to BT. DON'T BE TEMPTED. JUST DON'T DO IT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Adlington BT  
If you are considering joining BT then don't. Signed a 2 year contract in October, no internet for over 2 weeks, insisted we had internet, sent 2 Openreach engineers who both said, you're right you don't have internet. They eventually fixed it but had to give us a new 'contract' this happened 4 times. They took money on all accounts so we payed them over £370 too much, we are still arguing with them. Today they tell us they are putting their charges up !!! So, what was the point in signing a contract. Utterly scandalous company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Salford BT  
Totally Fustrated now!! Never call you back...slowest broadband Ever!!!
Banstead BT  
Absolutely appalling customer service!
Surrey BT  
Broadband Provider Pah!
Totally unreliable Broadband Provision.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
TN31 BT  
Absolutely awful, poor customer service!! Wished I'd never changed service provider. Will be cancelling and going back to sky!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banstead BT  
Worst customer service I've ever experienced. Spoken to about 9-10 different people regarding the same issue. All claim to 'update' notes online so each member can follow up with the order, but had to discuss same issue over and over again with all staff clueless each time. Unbelievably frustrating. Would move to ANY other provider, however none in our block of flats.
Could not be more frustrated or angry. Almost one month since we first placed our order, only to hear one day ago that we have to replace our order due to the incompetence at BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey 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 went back to BT; over and over and over and over again.... after deciding to change my contract with another provider, BT (mis)sold me fibre broadband. They enthusiastically (perhaps 'pushily') reiterated that is was 'Good news' as I have fibre broadband to my house. They cancelled my contract with my previous provider and rang me two days later to tell me fibre was NOT available. They then offered me a discounted copper broadband package, which I took only to find out that it would take a further two weeks beyond the original start date to install (a two week break in my service) and that it was significantly cheaper elsewhere. I then cancelled my order to receive an order confirmation text message inviting me to reply 'start' to confirm my order?!? I rang customer services who told me that it should be obvious that an order confirmation means a cancellation (the word cancellation was never in the text). The operative said that an order confirmation is 'semantically correct' for an order cancellation. Not in my world. It is comical looking back, but the fact that the call centre operative would argue with a customer in such a way means that BT are not worth my money, any day, any time, ever. After 8 separate phone calls to this lot I would say 'DON'T BoTher.'
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kent BT  
Quite literally the worst customer service I have ever received. We started receiving huge bills (£150). Tried to cancel. Confusion over previous account holders, who is liable, charged obscene amounts until we cancelled the direct debit,as they wouldn't let us cancel or vary the contract as we weren't the account holders, although we had been paying the bills for 2 years (although it had been changed,but they claimed only to an "online account" holder not the account holder which even they got confused over on the calls) spent countless of hours on the phone, emailing, all for them to say they had done nothing wrong and to cut us off without any notice. This took 3.5 months.Poor communication, conflicting advice. Literally,morons who dared to be condescending towards us when we pointed out the endless string of flaws and logical inconsistencies with their argument( like writing a letter to the "account holder' at an address they had not lived at for 2 years years telling them they were going to cancel).They told us from the outset that they could not vary the account holder's name, yet somehow have magically 3.5 months later transferred it in to my partner's name without her permission?!So what we wanted at day 1 to resolve the issue took 3.5 months and allowed them to rack up charges which although they have said we are not liable for, have failed to confirm in writing. We have no idea where we stand. My cat with a headset could have made a better go of it. I will never use BT or their services in any way ever again. We will be referring to the Ombudsman, which they said we couldn't do (wrong again) as it still isn't formally resolved and now they just ignore us. Don't waste your time trying to resolve it with them. Cancel the direct debit, protect your funds and make them come to you. Anyone from BT reading this, look down the list. I'm not even remotely exaggerating about how bad our experience has been, and I doubt anyone else is. Good luck to you BT, you'll need it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset BT  
Stay away from this company. They have the worst customer service and they have the worst broadband speed and reliability. The wifi crashes 2 times every hour and we just lost 200 pound concert tickets to a crash. This company needs to go bust.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Anon BT  
Absolutely useless and unprofessional company.

I was moving into a property and needed broadband working as soon as possible due to work requirements, so I called over two weeks in advance to make sure everything would be set up in time.

Received a call from a bored sounding women two days AFTER the date I'd been assured to tell me the service would be ready in another ten days. When I tried to complain I got cut off.

Called back, got through to a bloke who obviously did not care in the slightest, and was informed my service was delayed because the previous tenant told them they couldn't stop the service yet. Why the previous tenant had a say on my service I still do not know.

Asked for broadband to be turned on the same day as the phone line, was told it's not possible. I work in networking, it's definitely possible and only takes a couple of minutes to do.

Said I would like to cancel my order due to the poor service and received a happy "ok". No apology for bad service, no compromise on delivery times to get me to stay, nothing.

Shockingly bad customer service from start to finish, false information provided, no form of reparation or compromise offered, all-round unpleasant to deal with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London BT  
Worst internet provider ever! Slow and unreliable internet (even though we have optic fibre)!!! awful, rude and useless customer service, telling us for two years that there are some technical issues in our area and everytime they give us different timeframes to when these will be completed. If I could rate it with 0 stars I would!! Overall satisfaction NONE!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
most frustraing customer experience of my life. I pay for 8 meg and last year suddenly started getting below 1 meg. 6 months, 3 new hubs, countless hours wasted complaining and looking for imaginary faults with my computer and equipment, and many engineers visits later, I am still told that they can find no problem and it must be my fault. Words can't describe my utter contempt and loathing for their company. sickening.
brighton BT  
I would love say something nice about BT, but i'm using a Mobile Dongle to write this as they STILL haven't got my internet set up after failing to show up TWO WEEKS AGO. We had to book our appointment for today but as expected, they didn't come. I don't know why, they can't tell me why. They even tell me I have to wait 2 more days for a person to come down to do it now. Useless company, useless customer service. Do NOT buy from this company, or you will just end up regretting it.
BT  
I use to get Just over 6 at a previous address, this one seems very poor in comparison.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Barnstaple Devon BT  
I really though I had bought a fast service but I tested it today after reading the reports in the press and instead of 8MB i had 0.8MB. Not good enough I will change supplier (currently BT)
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
London BT  
AVOID. Dreadful service. Had to phone > 6 times to get direct debit sorted. Credit card details and security code given over 4 times. Each time verbal confirmation that all was well now. In spite of this, BT suspended internet without warning. Manager in UK office was offhand and said I should take a business contract, but denied that ordinary customers are treated worse than business - which doesn't augur well for businesses. Promises to call back and confirm arrangements in writing not kept. Conflicting information from customer services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlands BT  
broadband speed: disgrace
broadband reliability: disgrace

Customer service: please dont get me started.

stay away you are warned!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
It took BT 3 weeks to put on my broadband! They said a few days, then another few days, then a week, and then another week and so on.. I hate BT and wish i had never got it!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
suffolk BT  
Joining the club of BT frustrated customer .!!!
Nothing to add to the other reviews . I am so shocked how a British company like BT Trap the customers , being rude to the customers and hang up the phone for a mistake done by BT.I have forwarded the complaint along with these reviews to Ombudsman Communications .
Libby Bar , be proud of your worst customer service team , I bet they are following their leader .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ashford , Kent BT  
The worst piece of garbage that I have ever paid for
  • Reliability
    1 star
Wrexham BT  
Had bt boradband and have had nothing but problems with it since the beginning...slow connection and when i am connected to wifi it drops out and re connects which is very annoying. Bt sent me a new router with no improvemement. Bt say they wont guarantee a wifi connection so Im left with very poor internet even when im stood next to the router!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales BT  
I did time with talktalk and that's what it's like ,poor service ok when you pay £19 a month that went up slowly to £35 started getting scam calls talktalk not interested.switched to bt cost bit more but get sport fast internet catchup flawless change over no problems.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leicester BT  
£40 a month for top speed of 0.2 m think I'll go back to sending letters as Royal mail is quicker than my broadband.
  • Customer Service
    2 stars
Mid Wales BT  
Rubish...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Colchester BT  
I don't usually leave reviews, but in this case I have to make an exception. BT have been appallingly awful. I ordered BT Infinity online on the 28th April, paid for a line rental saver and connection charge (£243.28) only for them to cancel the order 10 days later claiming I needed a new line (I don't). I was offered the same deal on the phone and they said they would waive the £130 charge for a new line (which they tell me at this point I need, but later tell me I don't) so reordered Infinity only for it to turn out to be considerably more expensive than they promised when the details came through, so I cancelled that in May. Since then I have had a bill for £34 taken from my account, and a final bill for £9- despite never having had telephone or internet from BT. I have made 8 phone calls to them- over 5 hours in total- and still have not had the 243.28 refunded nearly 3 months later, despite repeated promises to do so. BT you are awful, and I wouldn't even recommend your services to someone I didn't like. Beware.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcestershire BT  
Appalling service on broadband and tv. was told bt sport is free to view on the tv box. when I set it up its unavailable as my broadband speed is too slow. I have been mis-sold this product as it doesn't say anywhere bt sport depends on your broadband speed. when you phone up the call centre staff are rude and unhelpful, if they can even understand English. absolutely shocking service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
AVOID AVOID. Horrible company. They put you through to south east asia . Highly Incompetent . They charge you for service you dont use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uk BT  
This speed has slipped from 6mbps to less than 2mbps
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
spalding 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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