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
    2.9 stars
  • Reliability
    3.1 stars

Based on 1316 customer ratings since 2023-07-20 (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.

3,615 Customer Reviews over 91 pages

  • 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!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Leaving this company is impossible. Only way is to call them on phone lines that are busy for more than two weeks now. I ordered bag to return router before I managed to cancel my broadband. Can I just block my direct debit towards them? Will they be awful enough to go after me cos I couldn't leave?
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid like the plague. Sky and Hyperoptic so much better.
    They said I didn't send back my router when I did and then had debt collection agencies hounding me - I have never in my life missed a bill and to then be hounded with no contact from them. Disgusting. Go anywhere else possible
  • Reviewer
    Location
    Greater London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I placed my order on the 15th July for broadband after being assured 'Good News - we are in your area!' 3 months later I am still waiting. BT are unable to assist with any forward movement as they tell me its in the hands of Open Reach. If I lived in the middle of nowhere, I might understand, but I reside in the thriving metropolis of Greater London! Tried calling AGAIN today for an update, but the queue wait is 30 mins to speak to a human - what is going on? Super friendly customer services team, but no escalation and no follow up - what a shambles!
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Trying to get an install date is frustrating. Been let down 3 times. No communication, they just don't turn up. Spoken to some very unhelpful people who in the last ones words said 'It is what it is'
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT unbreakable is a scam, had multiple technicians come out, even replaced every devive in the house, it would work for a week them go back to constantly dropping out. Even with sending out multiple technicians, they have nothing on their system because our internet was not comstantly down, so they never logged it as a fault.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I will never use BT for broadband again, no matter what offers are out there. Tried to con me into another 2-year contract for moving house, and then after I challenged them it was a mandatory 1 year for moving house. The easiest decision ever is to move to another provider and just pay the exit charge. Then comes the con for returning the Hub. I sent the Hub back on the same day I received the return package. And 1 week later get a notification that they haven't received it and I may be charged £50. And that it can take THREE weeks to process returns, but don't worry you'll be refunded (at BT's leisure) if charged and then the return is processed. It's a joke and unethical to take money off people when you've deliberately slowed down a returns process.
  • Reviewer
    Location
    Tipton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    DONT use thriving conning bt I have had no internet it keeps cutting out and how many things have I got on WiFi 2 it has just made me ill what do BT say internet is fine yet I have company saying internet is useless BT don't care they are benheaf contempt were is there morals
  • Reviewer
    Location
    High Wycombe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The above (terrible) ratings relate to the BT/Openreach combination.
    My broadband has been slow & subject to drop outs for a very long time. BT keep sending me texts pointing this out (as if I didn’t know), When I respond, I get the same pantomime every time. They test the line and confirm the issue. An Openreach engineer appears a week or so later, you’re told 8-1, you stay in all morning and he always appears at 5 to 1, meaning you’re in all day. He tests the line and also confirms the fault. He has no access to any info on what’s been done before, though, each new guy starts from scratch. He disappears for a while, I assume he does something. When he leaves, optimistically saying he’s found and fixed the fault - it’s still there. New text arrives, rinse and repeat, for over 3 months. You can’t try to address these Openreach internal comms problems yourself because you can only speak to BT, and their opps just mechanically work to a script. All they can do is call out another engineer. There is no A team for difficult to fix faults. There is no escalation process. Terrible, terrible (dis)organisation.
  • Reviewer
    Location
    Swansea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    As I’ve not had any proper broadband from BT since I signed up in June I can only say it’s an appalling company. Had years of fine broadband from Sky but decided to sign up to BT offer - biggest mistake I ever made - I’m in a street with the broadband link a few feet away and after nearly six months still no connection from BT who constantly blame Openreach and have effectively washed their hands of me for months - avoid BT
  • Reviewer
    Location
    N.Ireland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet. Would rather throw money into the toilet than give them anymore. I want to know in what world is their Fibre any good, it’s worse than dial up for Christ sakes - atleast the only time I was disconnecting was due to someone answering the phone now it’s multiple times a day.

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.