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
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After waiting 14 days for connection, I have yet to receive a full 24 hour service from the broadband in 1 room let alone every room! it was installed on 15th march DO NOT TAKE A BT CONTRACT its a rip off.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Horrendous experience with BT. Don't go with them. They said they'd give me vouchers when I joined. Didn't. Just phoned up - they have a recording of the guy telling me I can have them, and they won't give them to me or the equivalent of them?????? They lied to get the business, overcharge, and they are so so so unprofessional on the phoen. Don't trust a word they say. Go with someone else.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Speed and reliability poor. Get asked if we wanna renew. Agree after being told we'd get upgraded hub. Details discussed. Weeks later they send same old hub anyway. I ring and spend over 1 hour to customer services, 3 different advisers/departments later. All of this repeating the same stuff - sometimes being contradicted and having to argue/go in circles. Final lady sorts it out quickly, agreeing to send the hub we were promised. We shall see if it is right this time!

    I asked about compensation for it taking an hour of my time after their mistake - not possible. Pretty rubbish service considering their mistake has cost me time and stress.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible terrible internet. the ping chart resembles a roller coaster - biggest and the most qualmish you've ridden. The connection drops on peak times and takes anywhere from 30 seconds to 3 hours if not more to come back. impossible to stay sane.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    DON'T GO WITH BT - THERE ARE MANY CHEAPER OPTIONs. THEY ARE THE MOST EXPENSIVE AND THE MOST ANNOYING PROVIDER.
    I've just been stitched up by BT. I moved house and stupidly, to keep life simple decided to move with them. This meant that I had to change my account, as I was persuaded as it'd be cheaper.

    Now here in lies a snag. You only get 14days from the request to get a BT account, even though you may have been an existing customer, to ditch it. Not 14 days from when the account commences or the standard 28days you get from the majority of services/products you purchase.

    BT said I would have service on the 2nd, then the 4th, then 6th, then 9th. This meant a full 7days without BB, with the phone link kicking in on the evening of the 6th. The phone line was noisy for 5days. Every time I received or made a call the BB cut out. It did restart but was frustrating. So I need an engineer. To add insult to injury, I get read out a standard if your equipment is at fault you will be fined £120!!

    When I complained and requested compensation, well guess what folks, they will only offer compensation after the fault has been fixed. Dire customers service - and I mean the UK call centres. Awful.

    As soon as I'm can afford to I will be ditching BT.
  • Reviewer
    Location
    Bathgate
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Speeds were no problem but signal to my sky meant i could not watch Disney and there advive was to drill through my wall into the cupboard where there box was and put up a shelf in my living room so there box could be closer.. eh no.. even though there box is only 5 foot away from the sky box behind a plasterboard wall. Also signal to phones would drop out too, then they said too many devices must be the issue.. 1 sky box 2 phones and 1 tablet, so i changed to sky internet and all these problems are now solved and have never returned.
  • Reviewer
    Location
    Batley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got but hub5 and i can't get broadband speed on wireless connection with wire it shows 45Mbps and on wireless it goes down to 0.19Mbps
  • Reviewer
    Location
    Battersea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The broadband is okay, not exceptional but okay. It drops from time to time at night but I experienced the same thing with Sky broadband, albeit, less frequently. The things that I really dislike are the fact that when you initially contact them, they tried to upsell me BT infinity, despite the fact that I clearly didn't need it; in addition to this, call and late payment charges are quite steep. I will definitely be migrating once this horrible contract is up.
  • Reviewer
    Location
    Battle, East Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Beaconsfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a BT customer for 23 years, never really had to complain. However if you are considering getting the infinity 2 service let me share my woes with you and perhaps save you a) some money and b) a whole load of stress.

    So Sept 2015 I upgraded from infinity to infinity 2 – THE fibre optic network, so they told me. Speeds of 80 Meg! Up load speeds in excess of 20 meg and down load speeds of 75+meg. From day one slower than my previous speeds. With one or two occasions where it preformed as per contract.

    Using the Speed test on this page – I began logging the speeds to report back to BT – a few months later, when I was ready – I presented the findings – First off BT refused to accept the data collected using the speed test on this page - so I had to use the BT Wholesale test. Interesting that it gave me about a 10-20% difference in it’s favour against the one here...

    So trying to get BT to sort it out was just so frustrating – First off Billing and Delivery will bat you between the both of the groups detailing it is not their problem. Eventually you will get some overworked person in their call centre in Mumbai, who will try and at least give you some proper customer service. Sadly they will fail. If like me you get frustrated enough to flag it to the ombudsman here is where they get you.

    First off, their contract is written in such a way, you – as the customer do not have a leg to stand on. You are dealing with a company within a company. BT will front the deal, however it will be delivered through Openreach and that is where the first frustration starts.

    The contract then goes on to state that if they deliver ANY service/speed in their books they are delivering service and under the code of practice that is good enough, as they are still delivering a service, therefore you as the customer cannot complain and should you call them out to ‘check’ the line – you will be presented with a further £120 call out charge (IF the engineer does turn up). So, if you like a service that states 80 meg and you pay for an 80 Meg service, yet are happy to have half of that as a minimum, then sign up to the Infinity 2 service, which when one goes out of contract will only get worse!

    Do not listen to their customer services – they tell untruths. I was supposedly meant to have my bill suspended pending investigation. They turned my service off, battered my credit rating, gave no contact details and finally presented me with a final reminder stating all sorts of pain and suffering through the courts. Once you are cut off from BT they will only give you recoded messages telling you they will only deal with you once you have settled your bill – the loop of frustration. No human interaction until your bill is settled.

    The Ombudsman services have done the best they can – and against an 18 month bill of over £580 paying for their 80 Meg service and receiving less than half the speeds. I got £10 for non turn up of engineer and a ‘Good Will’ gesture of ...£50!

    Do yourself a favour and only consider BT as a last ditched attempt to service. Yes after 23 years, I will be moving all my services away from them – Customer service is a word branded about by BT, but frankly I am not sure they know what it means.
  • Reviewer
    Location
    Beckenham
    Reviewing
    BT
    Date
    Comments
    Dont even consider BT...useless.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer experience ever with BT. Broadband was due to be activated 2 days ago and still waiting. Spent over 5 hours trying to resolve over last 3 days and just been told will not be connected until 26th October - 8 days late! Appalling service, and manager put down phone when I complained. BTCare on Twitter just refer back to online agents so you go round in circles. Wish I had never considered BT and looking at how I can cancel my contract.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service ever. Been a customer for nearly 30 years and when our router stopped working asked for a new router and was told that we would need to pay for a new one unless we sign up for a new contract. Was not willing to do that as we have been getting the worst download speeds and poor customer service. Decided to sign up with new provider. Customer loyalty means nothing.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolute scammers
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I have been waiting over a week for BT to get my broadband up and running. I have called them 3 times and, first of all they managed to get the landline working but not the broadband.
    The next two times the Indian call centre people told me to wait until midnight and each time there was no difference by the next morning.
    Finally, I called to cancel and they asked me to give them from Saturday until Monday to get BT Open Reach to fix things (do I care whose fault it is?).
    It didn't work so I have cancelled the contract.
    I would have stayed with Virgin if they also operated in the area I have moved to.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Good service from BT but cabling needs upgrading and therefore very slow broadband in the area
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    You will spend just as much time bwing without internet as you will with internet. Every other month you will have a full 2-3 weeks of constant disconnections which wont allow you to get anything done.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service - do not recommend. If you are also having or have had issues contact Watchdog. The more people that do, the more likely we can get their appalling service brought into the limelight. Day 7 and still no broadband and still no date for reconnection. Once again i am left with extra fuel costs and childcare costs by needing to work from the office. No call from BT, had to chase them - 2 emails not responded to and a phonecall. Managed eventually to speak to the 'bored' sounding executive customer support person, and told they will call me tomorrow when they have more information.

    Update 5th June - day 4 with no business broadband - called back from customer services, the same issue persists, the engineers have not closed their part so the new order cannot be raised. But I'm assured it has now been escalated to the responsible team...only took 4 days to decide to do this! And 'hopefully' it will be closed today, so that the new order can go through on Monday and 'hopefully' some time next week I will receive the internet service (although they cannot promise) that mine and my partners business desperately need back again. Needless to say after this weeks saga I am not holding my breath. Please anyone about to write a poor review - share also with WATCHDOG. In the hope that getting BT to review their full processes rather than trying to fix individual issues will provide future customers with a better service.

    Update 4th June - can it get any worse? Seems it can! After cancelling my broadband in error, and still on day 3 having made no progress to reorder. It (remember I'm supposedly on an enhanced business service), has just become worse when I came in from work to a bill for over £500 they are going to debit from my account in a few days. It appears this is payment for my unused contract liability seeing as my account has been cancelled WHICH I DID NOT REQUEST! So now I'm expected to pay hundreds for their error and I STILL HAVE NO BROADBAND and currently no hope! PS, BT man I spoke to about invoice said he'd seen a lot of these 'changovers' going wrong, and account closures that shouldn't happen!

    June 2nd - My company provided my work line and internet through BT, and following a company change asked employees to arrange their own providers and we would be subsequently subsidised. Let's keep this simple I thought, let's remain with BT, and just ask for everything to be switched to my name. WRONG choice! I was passed from department to department none of which seemed to know how I could switch to my name - passed from business to residential (times that by 3 or 4). Eventually I ffound someone who seemed to know, convinced me a business account would be better and she would arrange it all, including an upgrade to infinity. Long story short, upgrade hasn't happened, broadband has been cut off despite a call to them after I received a letter warning it would be cut off, and their subsequent reassurance this wouldn't happen, and now evidentally I need to wait 2 to 5 days to be reconnected. I am livid right now, and I'm unable to work. Assoon as I'm back online will be looking at how I can cancel my BT contract due to the POOR service. The only positive is my phone still works, although they managed to get a bill out to me, including 28 pound to move the account to my name and 4 pound payment charge whatever that is, sounds like they are charging me to bill me!! Really in 2015, can companies still remain this bad, with one department not knowing what the next is doing? And all this on a supposedly enhanced business service, I pity anyone on residential! Anyone considering BT, please rethink.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a farce! Report problem, promised engineer will come out and wait a week for appt, doesn't show, another appt, doesn't show, another appt, doesn't show. Been promised tomorrow... I'm just guessing what will happen! What a joke!
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overall experience horrible, wouldn't recommended b.t to any one customer service is non existent just a nasty horrible company that likes taking money from sick individuals that already are suffering from life threatening disease and b.t just makes it worse by taking money from them that their don't have also their have un professional people that have no training or skills working for them who don't know how to talk to customers treat you like your nothing so rude apparently their don't have management working on weekends and if you do wish to complain you'll be waiting hours and hours disgusting that's all I can say don't join b.t you'll regret just like I do.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Comments
    Very poor India customer service. Will not resolve low speed problem as they said minimum guaranteed speed by contract is 256K!!!!
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    pricey, but very good service and speed
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PLEASE DO NOT MAKE THE SAME MISTAKE AS ME. AVOID BT AT ALL COSTS.

    Signed up for Infintiy on 17th December. 4 changes of installation date.
    2nd January and still have no phone line or Broadband.
    Have to deal with Indian call centres who then have to call BT in the UK who then have to call Openreach who actually do the installations.

    Wish I could give zero stars. Do yourself a favour and go elsewhere.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Overall satisfaction? Disgrace. It took 3 months for us to get up and running, multiple engineer appointments whereby the engineer never turned up. Passed between several case managers who failed to deliver on their promises. Tricked into contract extensions. Mis-sold. Fobbed off by their customer services who claim there is no manager. I'm concerned for any business with no manager! No adherence to OFCOM or Ombudsman rights in their call centre. Internet speed is bang average. But not worthwhile given the horrible customer service and inefficient tech support and engineers.

    I cannot wait for Virgin to offer their services to all of NI, not just Belfast, because BT will be annihilated. And that's what they deserve in 2017.
  • Reviewer
    Location
    belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worst customer service I have ever experienced in my life!! so my broadband was due to renew, was offered an ok deal to stay with bt, so said yes to it, after being in phone for 1 hour, for some reason they couldn't load the order,put me through to guy in india, he said he couldn't fix it and I would get a call back on Monday( this was Friday. Mondays call didn't come, so phoned Tuesday as my deal was due to expire on the Thursday, girl answered put me on hold for 30 minutes, then line goes dead. called back again next day to be told all sorted, got home Thursday night service cancelled. called bt next day, got cheeky girl on other end who started to ask why didn't I call last night?? obviously my call was an inconvenience to her, asked for her name to complain, she wouldn't give me her full name, and proceeded to argue with me for the call. so told I would get call back , guess what call didn't come. so iv phoned bt 14 times totalling around 4 hours on phone, each time explaining my situation again. each time bar 1 get a defensive person on other line who proceeds to argue with me, customer service is obviously something that bt don't care about. week on and still no issue resolved, each day I have to phone and go through scenario all over again and get promised a call back that never comes. last call girl actually had the cheek to say they have been trying to call me. so if you want bad service, you want to frustrate yourself and get nothing in return and abused by call centre staff and listen to hold music for 40 minutes at a time, join bt, I know I really regret it. such a shame that what was once a great national company has let itself go this badly.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    VERY UNHELPFUL AND RUDE CUSTOMER SERVICE. Avoid using BT for Broadband.
    Had BT Broadband 6 Months it's been down for 3 times for a week at a time. Been told that no compensation will be given for the first 2 days each time it's been down as the engineers are allowed 2 days to resolve any issues.After that it's just over one pound per day that I have been offered. I was told I could get 50+MBs but can only get around 10Mbs when it's working which is not very often. It went down again this week. I called to inform them that it's going very slow and dropping out and was told that it's not down the speed you are getting 0.14Mbs means that you still have Broadband service, so we are not going to do anything!!. After 3 calls I was finally put through to complaints I said I have paperwork that says I can get 50Mbs. The call adviser said I have just tested your line and you can get 1Mb which is all that we guarantee!!.You have too many devices connected ( I only had 1 Laptop) I said that's not the speed the paperwork states. Her reply was I will disconnect your broadband I can easily do it. is that want you want me to do? Worst customer service I have ever had and this was from an adviser in the UK!!. Who threatens to leave you with no broadband at all rather than try to help.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer service is absolutely atrocious! It has just taken me almost an hour to change from an extremely inflated monthly payment to a bill for each month. The guy in the call centre just didn't seem to understand what I wanted even though the previous call handler and I explained clearly what had to be done.
    Going now for a lie down and a cuppa
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The Wifi is very slow and the connection is shocking!
    Even if a sit right beside the HUB i can get a 3 Bar if i am lucky. Tried to get some answers but the Customer Support were no help and don't even know what they are on about! I would Avoid it and Use Virgin or Sky, its worth the extra Money! Switching at the end of my contract.
  • Reviewer
    Location
    Belfast BT8 8DA
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Leaving BT today Appalling customer service, billing incomprehensible both written and verbal. Institutional rip off the worst kind. Do not use these idiots
  • Reviewer
    Location
    Belgravia, London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor!Poor!Poor!. My broadband was supposed to be on on the 19th June. Writing this review on the 19th of July! Still not working, I was told it should work by midnight tonight. Applied on the 6th of June. On my engineers visit of the 18th no one turned up. On the Saturday sent me a new order ref, and put my service back to 19 July. Appartently there was a Glitch on the system and they could not bring my date forward, so had to wait till today. I received a tect at 11 am this morning that my broadband should now be working, Still Not!!

    Do yourself a favour and stay away!! There are more professional companies out there. BT, pls stop scamming people with your adverts to join Up. Cant even help the ones that are already signed up

    All they can say on the 25 calls I made to them is Sorry...Sorry...Sorry...

    Never again in my life!
  • Reviewer
    Location
    Bell
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Reliability
      4 stars
    Comments
    Should you not get what you pay for?
  • Reviewer
    Location
    Bempton, East Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I've been a BT customer for longer than I care to remember & have always had issues of one thing or another every year which take forever to get resolved. Most are concerning the "deals" they give me. They treat any loyal customer like something they wouldn't tread in, except if they think you're going to leave. WELL I AM THIS TIME! I understand the issues with my broadband speeds, I live in a rural location 4 miles from the exchange, but it doesn't excuse their attitude. I was going to say incompetence but actually they're very good at promising & not delivering whilst continually overcharging. My latest issue concerns my broadband deal which was due to run out in January but as I signed up for BT Sport their email said any broadband deal I was currently "enjoying" would be extended to the DNS of my years sport contract. Guess what, they started charging my an extra £5.70 a month so every month I had to call Calcutta to be assured a refund would be made & the overcharge wouldn't happen again. I got a refund of £3.86????? For some reason & the overcharge continues each month & I have to call again. I got a call today from someone over here to tell me the broadband deal didn't last till June when my sport contract ends & there was never such an extension to current deals! Imagine his shock when I offered to forward the original email as I still had it! Yet he still rabbited on about maybe I could ring their customer options number where someone could sort me out another deal. Total bunch of vvankers!
  • Reviewer
    Location
    Benfleet
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Owing to the extreme circumstances we are experiencing at the moment, my daughter needed to work from home. I did spend a long time on the phone, but met some lovely people whilst doing so; all extremely pleasant and helpful. I had a poor signal in the room my daughter needed to work in and BT were able to help me sort this out.

    If you need to ring BT, please be aware that the people on the other end of the line are doing their best in extremely difficult times. Be patient and be kind!
  • Reviewer
    Location
    Berks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Router is excellent. Full speeds on wifi upstairs. I pay fot 50Meg and usually get 42Meg. No down time at all in last 18 months. Free Anti-virus plus other perks etc. Pricey, but you get what you pay for.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    If you like a massive language barrier, hearing outright lies from agents, going round in circles, waiting for up to 30 minutes listening to silence while they run "tests", speak to agents who know don't know how to use a BT Home Hub, and getting fobbed off with "please wait 2 days while we monitor your connection" then call BT broadband technical support now! The Openreach guys are great but its so difficult to get an appointment booked with an engineer now (even if you offer to pay for it) that you are forced to endure the worst tech support service on the planet. 11 months and counting until I switch to Zen.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Constantly cuts out, customer services takes an age to contact and when you do get through they are absolutely hopeless. Only with them to get BT Sport, changing to another provider next available opportunity. Poor product, terrible service.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Comments
    I came from Tiscali which was bought out by talk talk the service went rapidly down hill 6 years. B.T have poached me away with a promise of excellent broadband and all the time it was they who refused to repair their systems. there is always the threat of pay for their repair personnel this wrong and ofcom should do something about this, the only systems outside of theirs is the router all else belongs to B.T we have been with B.T 39 years altogether, it is like others have already stated talk to your self when it comes to service. they were going to send me a new router 6 weeks ago still waiting!
    this company is so large they could not care less for their retail customers I doubt the trade customers fair much better as I Wrote, I was with talk talk I have come to learn it wasn't them. I have had 6 B.T engineers out fixing faults all outside of the house all within 12 months of their contract when the contract is up they will see the end of 41 years of a loyal consumer I will throw all of their equipment outside of the house. yes I know you can never get rid of them but it will make me feel better Derek
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse company I have ever dealt with in my life. Called them over two weeks ago to report a broken modem. I suggested it was the power cable not working, and i was told to go to my local market and buy a new one. After insisting they replace it, they informed me they can’t and would need to send me a new router and modem. This would be with me in the next 3 to 5 working days. Nothing arrived. Called them back, which took an eternity to get to speak to a human. They then informed me that the operator was not authorised to send me out the new equipment and he would call me back to explain within the hour. No call back so next day rang them again 50 min trying to get to speak to them. They then said the operator had tried to call me back on three occasions but my line was engaged. (I don’t use the land line for making calls) I was then told they would send me out the new equipment and I was given an order number. No new equipment arrives speak to them again and they say they have no routers in stock. But will call me once they have them available. Still waiting for the call back, so far 2 weeks without internet.
    Don’t know who to speak to next as I can’t get past the call handler in India. Full of apologies and refuses to pass you on to a manager, but instead say they will email the manager and you will get a call back. Guess what… you don’t.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Daylight robbery. We have moved, we asked BT to keep the port open as we were looking to take one BT infinity (We both work from home and need those speeds), the same package as the originals home owners (my parents). This was promised and they agreed the sale. The day came, no engineer turned up and after US calling BT, we were told the port had been closed and capacity sold to someone else!!! Leaving us without Broadband infinity until 18th March. With no apology or admittance of fault. Then having to spend a total amount of 5 hours to get dialup set up for next week.
    Which is pointless for work. Absolutely the worst service I have EVER had from a company.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joining BT is one of the worst decisions I have ever made!!

    In the three months since joining I have had two faulty hubs and have been waiting for my third for over a month now. I've been fed a pack of lies about when this will arrive. I have spent hours (literally) on the phone or, more accurately, on hold to their call centres. I have now had to explain the situation an impressive 10 times to various people, who clearly can't help me. I have logged complaints and heard nothing back from them despite requesting someone contacts me. If I was charging an hourly rate for my time I'd have been on a nice little earner! Oh and another joy was having to verify my identity EVERY time I spoke to a different person as I had been entered as Mr. That was enjoyable and not at all irritating.
    However, one thing BT do very well and should pride themselves on is taking my money. Every month without fail - on the dot! No reflection in the charges of the fact that I've been without the internet for roughly a third of the time I've been a customer mind you.

    So as I would warn off someone from dating a deadbeat ex, I feel I must do the same with BT. I'm in it up to my neck, for the next 9months at least. But you still have a chance to avoid it.

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