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
    2.9 stars

Based on 15499 customer ratings since 2018-07-20 (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.

2838 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
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  
phoned to cancel old contract. the Sales guy's crib sheet said, new hub, lower cost better service.
So like an idiot I accepted.
Infinity 2 Broadband.
they send me 2 new Smart hubs and 1 new Homehub5 and 3 freeview boxes.
maybe this was to commiserate me coz from the day they changed from old to Infinity 2, NO phone line, No broadband.
please pay us £130 for an engineer to visit "in case you have built an extension and disrupted the cable"
Lol. WHAT?
3 months later, NO phone line, NO broadband, Many promised return calls from Customer NO shows.
The only way I could get ay proper response was to directly e-mail "gavin.e.patterson@bt.com" who is the CEO.
Try it, I can guarantee you will get a response from his department within hours.
Guess what they do? put you in the hands of the same team who crooked you in the first place.
Exceptional!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
WORST CUSTOMER SERVICE!!!

I am their present customer and they are the worst.

Just moved house and was told that internet connection will be there from 10th Feb 2017 at new address. Around 9th Feb internet connection was disconnected around midnight from old address so that a new connection can be put up on 10th Feb at new address.

Whole day of 10th Feb 2017 there was no connection. Nothing on 11th either and when on 12th Feb I contcated BT then I was told that there was a technical glitch. When I asked that if there was any glitch then why wasn't I informed....BT representative had no answer to it.

I asked them to get me the internet connection by Monday ie 13th Feb 2017 anyhow and I was told that it's not possible because there is another company called Open Reach who are going to do it and we dont know when.

Today is 16th Feb 2017 at 2:00 pm and still there is no sign of my internet connection although I am talking everyday to their customer representatives. Best part is that they assure you that you will get it but they don't know when.

Me and my husband work from home and it has been a big blow to us monetarily and has been very very stressful.

AVOID BT PLEASE.
  • Speed
    3 stars
Birmingham BT  
All OK for the first couple of years - just one major outage that lasted for two days.

BUT...last 12 months has been totally unreliable...last month absolutely unusable at times with slow speeds and drop outs many times each day.

They keep insisting that there are no external problems in my area when I know for a fact that many others in South Birmingham have similar issues + the industry watchdogs have logged dozens of outages with BT Broadband.

Virgin Media here I come!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
BIRMINGHAM 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  
if it works the speed is in line with other providers but it only works 50% of the time
  • Speed
    2 stars
BIRMINGHAM BT  
Ridiculous! I placed a Business order with BT over 2 weeks ago. When I was placing the order and they were agreeing to take my money they were more than happy to tell me that my order will be completed and fitted within 10 working days. So 10 working days went by and nothing, so I rang BT myself to find out what was going on and I was told they were waiting to do a credit check, so why did nobody contact me to do this, I had to ring BT myself to do the credit check, now all of that has been done, here I am again nearly 3 weeks later and I'm still waiting, i am literally on hold to BT while I am writing this review, the order has still not gone through. How ridiculous and disgusting is this that nearly 3 weeks after I placed my order that it still has not even been put through, this is an order for a business line, so the amount of money that is slipping by me because my customers cannot call or email me because I have no internet is ridiculous. I cannot believe that BT can be so unprofessional, especially when it comes to handling their business customers, how can you allow my business to suffer the way that it is and you are doing nothing about it. I cannot believe how ridicules BT have been, it's my own fault for choosing such a company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
Alway buffers I have to keep reseting my Internet I wouldnt recommend thsi to anyone unless u want to be waiting half an hour to watch a 5 minute you tube video
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
I wasn't happy with bt services at all specially with customer service really awful and they are rude,
Speed really slow,
Price not too bad
Thanks God I have only 2 weeks left and my contact will end
My advice to all ( AVOID BT).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
Worst customer service team ever. You go round in circles repeating yourself to different staff members only to be transferred to someone else who does not know how to fix your issue. I have been promised call backs I have not received I have been on the phone for hours and I have had poor internet for over 3 days. I would not recommend this service to anyone. I would rate this company 0 if I could
BIRMINGHAM BT  
What an awful experience, moved to a new build with BT as the only provider. I had no choice to switch from Virgin super fast broadband and great customer service to over 6 weeks wait for a phone line and cancelled broadband orders. I have such low expectations I am waiting another 3 weeks before complaining again. Never go for BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
Money grabbing is all they are good for. Poor speed, connection always disconnecting and tv programs buffer due to premium programs coming through the internet at poor speeds. To top it off when my contract finished and told them I was going to virgin they charged a fee of £31 to disconnect my broadband. Avoid at all costs. Even the money they give out for joining doesn't turn up.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
This is the worst internet provider I have ever had, and I come from what the UK would consider a 3rd world country.

The reliability is horrific as internet goes down every 2 hours for no apparent reason. Sometimes it goes down for up 6 times in a row which makes it impossible to do anything really.

Took 2 weeks to replace a router (which I suspected as the being the problem at first).

Speed is mediocre as well.
I do not recommend this internet provider to anyone unless you enjoy getting angry often.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham BT  
they are so bad ,but we have no choice but to use them,if possible stay well clear
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
birmingham BT  
BT provide the most atrocious, awful, poor, unacceptable, unsatisfactory and the worst and most terrible internet ever. I have been with many different internet providers and BT of all services has absolutely shocked me with how godawful their service is. BT say they are supposedly and I quote "the most best and fastest internet provider" out of all the internet providers in the UK. Well if you as the public people want a real and honest answer then here it is. BT are such false advertisers and it is completely ripped off the internet for over 1 whole year now has been turning itself on and off every 1 minute so for every 5 minutes our internet switches itself on and off about 20+ times and that is completely ridiculous they do not provide any satisfactory customer service whatsoever and I say their company and everything else is a complete failure to themselves and to me, my family and everyone else who is still with then at the moment because I don't know if anyone else is having too many issues to count but if so don't be shy at all to speak out because I am no longer staying with with dread nightmare awful and absolutely God dam horrendous service any more i get more data from my ee data plan (4g) so that says it all. Thank you for my service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham United Kingdom BT  
We have had BT Broadband for about 10 years. The first years were pretty good with download speeds in the 3Mbps range. Then we started to get truncation which would make games laggy and frustrating but we thought, hey, new technologies are on their way and BT is worth supporting. This past year or so things have gone from bad to worse and my 'hobby' is speaking to polite but powerless call centre staff who tell me that I have no problems. I have dropouts numerous times a day, an IP profile that has fallen to 0.5Mb as a result and numerous visits by Openreach to make the problem go away for a week or two only. Birstall is a slow spot now it seems but nobody has reduced my £26/month service charge to match.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birstall, Yorkshire BT  
Vey poor download sped, intermittent drop out, and a lot of buffering on catch up
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bishops Farm Foots Hill Cann BT  
Thinking of switching to BT Broadband, DONT. I switched from Talk Talk due to slow speeds and poor customer service but believe me TalkTalk seems to be infinitely better than BT. Firstly we were left 1 week without internet connection at the switch. A very poor standard of call centre customer service officer told us that the problem was the Hub that they sent us. They sent a second which also didn't work so an engineer was called who got us up and running. It was not the hub at all. Unfortunately we now find that the speed is well below the TalkTalk speed we tried to move away from. The final irony is that our internet speed is so slow that we can't even run the BT speed tester!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bishops Stortford BT  
I thought BT was a premier supplier we what a disappointment. Suffered 4 months of poor service after numerous calls engineers working on i still have a problem. Basically the product is not fit for purpose and you have to pay extra to sort their faulty product. Stay well away from BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Blackburn BT  
Where do I start, BT are a complete shambles. I only live just outside of a major town but the best they can give me is 2 meg. I dont want to pay more for FTC as I think this will be crap as well. At present the superb technological giant of BT can manage to deliver is 0.5m. I have had endless calls to their customer help desk, a singular example of an oxymoron if ever there was one. I have had visits from engineers, I have had new routers, in the end somebody at BT with an IQ bigger than their hat size could work out that its their stupid copper phone line we might get somewhere. Unfortunately they seem to busy escalating it to another team who wont call you at the agreed time and even worse will still not do anything about the issue. I think we couls all club together and send the CEO of BT a torch and a mirror because thats the only way he/she could find there own backside.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn BT  
an absolute joke, connection constantly drops out & when do BT test I have fast broadband. All other internet test show poor performance. a bunch of con artist who refuse to fix the problem
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackheath BT  
Joke !!! don't get BT, I got BT because I watch bt sport and thought it was a better option. I was massively wrong! I'm tied into a 2 year contract that would cost me £500 to cancel !!! my internet is slow !! and BT Freeview is awful !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
blackpool BT  
I was told my broadband would be on on the 21st of October it never happened phoned on Monday to say it was cancelled ? and was told Thursday Thursday came no broadband phoned again was told the 8th of November so told them to cancel then after much persistent promises to put it on next day I said ok only for next day to be told no it's 8th of November so after been put through to the complaints dept twice and cut off I cancelled I was promised compensation but no one phoned regarding this which was told they would I have lost loads of work as I rely on Internet for my work it is an utter disgrace and should be looked into I will be writing to the obdusman as it's utterly disgraceful to treat customers like this
Blackpool BT  
Horrendous wi-fi and terrible customer service
Options
on ‎12-11-2016 14h08

50 minutes on the phone to try to ask when I can get out of my contract....

The reasons are:

Having recently migrated to BT from another provider (fibre to standard broadband) i was left for over a week without any services, somehow my socket had become faulty.....

Once this was working I started to notice that I had no wi-fi in my other rooms in the house. I tried resets, everything, but still no wi-fi.

Deciding to call bt for assistance I was informed I could "Purchase" a super router 6 which would give me a better signal... (I didn't care about the quality of signal, just as long as I had a signal, which I didn't have).

So here it is folks...

Join BT, lose service for 7 days
Experience Broadband like no other, ie no broadband or wi-fi in other parts of the house
Customer service, terrible beyond belief.

I personaly can't wait to leave BT so I'm waiting for the end of my contract as BT will penalise me for leaving a terrible service.....

Disgusting
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
blackpool BT  
READ THIS GUYS!!!

I never write these but I've had enough now! I'm having to do this on my mobile because my internet has crashed again and India (who can't understand me at all or are aware of the details on my account at all) decided that it's the line which was tested on the Thursday by an engineer to be fully functional!

Since I joined BT I've had nothing but problems. Lied to on the phone and once a month I pay for nothing!

I moved into my grandads house after losing my job and having to move back home it took me 4 months to finally give in and think why not I'm still paying for it I might as well get internet installed till the end of the year.

I asked the guy on the phone for BT if my grandad could keep his home number and I have a seperate one for my internet, the landline was provided by talk talk. They said that was fine oh was I mislead!

When the engineer installed the hub he gave me a new number and everything was working fine then I got a call from BT to confirm my number transfer and once again I asked them if my grandad would keep his number they said yes.

Long story short they cancelled my deal with talk talk stole my grandads number and used it for my broadband. So now my grandad has to be calmed down each morning before I go to work because he can't ring my mum to let her know he's ok. The phone line has been cut off by talk talk. He has Alzheimer's for God sake you sick people BT! Just because you can't listen!

4 weeks he hasn't had a landline! Now my internet has stopped working AGAIN!!! I want to take this to court and make them pay for this!

To fix the whole problem they tried to charge me 50 quid!! I'm stuck in limbo now with no internet and no landline thanks to BT's award winning customer service well fuck you BT! All you cause is upset and more money added onto the bill!!! Read this and know I will be taking action legally against you if I can afford it after you ripping me off for over a year!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Blackpool, UK BT  
just horrible. my internet is not working for 10 days now. I've been phoning them every day. they send me 4 engineers all of them were unavailable to fixed that problem.now when call them to cancel my contract they say I have to pay cancellation fee. I learned my lesson never going with bt again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blairgowrie BT  
Been using BT since dial-up days.Cannot recall any occasion where I've been annoyed by an interruption in service.
Download Speed is reasonable at 26 Mb/s but not as fast as advertised.
Complacent but happy I guess.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
blandford forum BT  
Lost internet connection on the 15ht Dec. BT do know know what is the problem. I have asked for a letter of deadlock and are taking this matter to the telecommunications ombudsmen
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
blindley heath BT  
I recently moved from talk talk to bt on their infinity 1 package and took the tv starter so i could get the sport channels on my tv.
The transfer of the telephone line went smoothly but the broadband disconnected and didnt come back on, i waited until the following day to contact them, as i know you are advised that it can take up to midnight.
When i got through the lady was very helpful, she explained there was a fault on the fibre line which is why it wasnt activated on that day. She explained that it was scheduled for 2 weeks time and she would look to expedite the date and contact me on the following monday.
Unfortunately i had missed the call on the monday, so i called back in and spoke to another gentleman who told me that he could not do anything about the date and instead gave me a credit of £55.95 to cover my activation fees and the delivery of the hub.
I then got a phone call from the lady on the tuesday who explained she had managed to get the date moved forward and the broadband was activated on the following day.
Yes i was without broadband for 1 week but they were so helpful getting the service activated for me and ensuring i wasnt out of pocket for my troubles.
When the football season started at the start of august i was made aware of the increase in the cost of sport, i had a feeling there would be a charge for the european football package, £5 i can live with.
I decided to get the sports in hd on the day of the community shield and was told that i could have it free for 3 months, bonus.
Since then i decided i may as well get the uhd package as i was pleased with the service ao far. £15 extra minus the £5 for aport so i am only paying £10 a month more and couldnt be happier the broadband is so much more reliable with bt. When i had talk talk i would often experience a lot of buffering during peak times and honestly ive forgotten what that feels like.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
blyth BT  
We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
BN435SA BT  
We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
BN435SA BT  
What a disorganised, disfunctional,and arrogant organisation. Signed up with bt for tel line ,infinity broadband and bt tv on the 24th august for new property we wre moving into on 18th sept Promised a vist on 14th& 21st sept to have all installed, noticed on tracking my order on the 18th to see that 21st visit had been cancelled without any notification from them. told unable to do outside work rebooked for 30th sept and 6th oct. Low and behold next day an engineer was outside doing the work. Looked at my order tracking and 21st visit was reinstated. But on the 20th day after the first visit an engineer knocked and said he was there for outside work! explained it was all done but needed the inside work done. He could not do that and left. took a day off work to there on 21st and guess what no engineer turnerd up. Rang customer service and told work wont be done now to 9th october. What a waste of time and effort. They never contact you give a load of spiel. and no help what soever. sent an email of complaint but never got a reply. Wished we stayed with sky. and i thought they had bad customer service.
BT STOP SPENDING VAST AMOUNTS ON FOOTBALL AND ADVERISING AND GET YOUR HOUSE IN ORDER AND WORK TO KEEP CUSTOMERS
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bodmin cornwall BT  
I have the highest level of broadband Infinity and the latest Hub 6. The service is very expensive, with prices rising at least twice a year. The broadband drops out whenever ther is the slightest storm, wind or rain. TV advertisements are usually dishonest and deceitful, making outrageous claims as to coverage and reliability. 'Deals' are offered to new customers only with no regard to loyal customers.
Would advise anyone to look elsewhere as BT offer a poor, expensive service with little respect of customer loyalty.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Bognor Regis BT  
I subscribed to BT Infinity 1 on Sunday and already I have received absolute diabolical service - I am absolutely astounded they get any business at all - I am going to cancel my order... and why cant I write on their facebook probably because they want to hide that fact they don't know the first thing about customer service!!! Anyone thinking of swapping over I would strongly suggest they think twice and then again because you haven't received diabolical customer service until you have to deal with this lot!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bolton BT  
A word of advice to anyone thinking of using BT. Unless you really want it don't subscribe to BT Sport, even though it may be 'free'. HIf you decide to change supplier the don't automatically cancel the sports package. They send you a message stating that they'll switch you to full priced BT Sport lite at £13.50 a month, unless you ask to cancel it. This means you have no option but to contact them. When you ring you'll be put through to a customer service adviser who would make the hardest of 1980s double glazing salesmen blush. After 15 minutes of screaming at him to just cancel the sports package he then informs you that there is a 30 day cancellation clause for which you'll be charged the £13.50. What a con
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bolton BT  
The worst isp ever! I regularly have huge problems connecting. Download speed is appalling. Customer service really don't care about your problems. When your due an upgrade you have to fight tooth and nail for them to even give you one. I had to threaten to leave my contract before they would even listen to me. And to top it all off they have blocked websites so the freedom of browsing is lost with BT, absolutely useless as soon as my contract is over I'm defiantly leaving. I'd get a better deal using a wet fish!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bolton BT  
My daughter and I were both with BT for three years. Very expensive and customer service useless. When my daughter changed to Virgin they charged her $31 for disconnection. As a result I left BT as well, never to return.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bolton BT  
Don't get half of the download speed I paid for as in I pay for 73MBPS and I get 20MBPS, Internet connection cuts out frequently has useless customer support the only reason why I even have them is because I have no choice as other ISPs don't even have fibre optic in my area!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bonnyrigg BT  
Absolutely awful service terrible broadband and when you ring customer service spoken to like a piece of of dirt not 1 bit happy and definitely would not recommend had no internet. For 3 weeks and they send me a bill for £400 after refusing to pay for a service that I can't use
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bootle BT  
move from sky to BT mistake slow cant connect drop in signal should of stayed with sky now stuck 12 mounths
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Borders BT  

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