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 14238 customer ratings since 2018-09-18 (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.

2862 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
Overall installation was quick and painless. The speed was a great improvement over our old provider and the HH5 performed reasonably well.

However after the first 8 months we have noticed a considerable drop in reliability in our connection to the HH5, we have normally 3 mobiles and 2 pc's connected at once and the router will flat out stop responding for a good few minutes.

Not sure if it is just our device or what, but I have read that this is a problem that happens to this version of the home hub.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    1 star
Northampton BT  
I've been with BT since December 2012. It took them 7 whole months to finally spot and fix the problem with a brand new line. Crackling noises in the voice line, intermittent disconnection in the internet line.

Since 2013 I had to move house twice and obviously had to transfer the service. The whole transition was just a nightmare with the customer service being the worst by far in the planet!

Lately, I requested the existing line to be transferred from my wife's name to mine. They treated that as a new account, had to cancel the existing services, reactivate them under my name. How stupid that is?

And on top of that, they gave me a new phone number; they never have told me that is was part of the procedure (although it was supposed to be just an account holder change) and had to request renumbering after the new phone line activation. That task is supposed to have been completed within 24 hours. 9 days later and 4 live chats with CS, renumbering has not been completed yet.

Conclusively, the service from the technical side of view, once set up correctly by their side, it works fine. But that could take ages with a customer support like this!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Essex 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  
internet keeps going off when or just after I download films.. was pretty good until it went off on thursday 30 july . I called bt , was on phone for 3 hours on thursday. 4 hours on friday. 3 hours on saturday, 1 hour sun morning. and I just tested my download speed which was 5.09
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    3 stars
easington colliery BT  
Considering I'm supposed to get around 3.91 and am only getting 2.5max on a good day.The sooner BT puts down cable then maybe the speed would be somewhat faster
  • Customer Service
    3 stars
Llanelli BT  
Speed varies by 100% and is low in the late evenings i.e. midnight. The service is expensive and does not offer any significant advantage. Reporting faults can be a long drawn out process often with language difficulties. Especially annoying if you report the same fault several times and know the solution i.e. a reset of the board in the exchange which appears to have a software fault on it causing a lockup. If you want to stay with them and reduce your costs ask for a MAC code. When I did they discounted by 60% provided I signed up for 12 months. I still went ahead and signed up with Sky. Lets see how that goes!!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    3 stars
Ossett BT  
As usual advertised speeds of 8Mb don't even come close to the actual figure of 1Mb even though i am quite close to the exchange. If this god forsaken town had any choice when it came to suppliers I would change without hesitation.
  • Customer Service
    3 stars
  • Reliability
    3 stars
Whitehead BT  
still very slow but 8 miles from nearest exchange what else can we do?? Take what we are given I suppose
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    3 stars
rural suffolk BT  
Paying for 76mb and on a good day today n the middle of the night I manage to get 24mb. I do not live in the countryside and two roads down they get 60-80mb. Bt can not explain why this is, they only say the exchange is too far from my house. Really disappointed
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    3 stars
Southall BT  
I have had problems with going over my limit on broadband, which is confusing as i am on unlimited as by bill clearly states, i have spoken to many people at BT which is hard when you do not get a english speaking person and those who try to speak english are awful to deal with, i have never been able to view a bill online due to a cock up made by BT when setting up my account and also have had my direct debit payment changed without any notification or warning via post or email to let me the CUSTOMER know. My recent dealing with BT was to set up a new deal and should ony be paying £45 a month but the last 3 bills are £73 £83 £96 . I only use the web for emails and searching the net. BT cannot give anyone a breakdown on there broadband other than you have gone over, no dates or times or even what you have been doing e.g. downloading, streaming. BT are by far the worst company of all time and as soon as my contract is near the end i will be going elsewhere. I think this will end up like the PPI where people were being ripped of and someone will eventually blow the whistle on BT and there practices. I turned my pc of and broadband at the router and have not used it for 3 weeks and guess what i still went over my limit, this just proves they are lying thieving scum.
  • Speed
    3 stars
  • Reliability
    3 stars
west sussex BT  
Good service from BT but cabling needs upgrading and therefore very slow broadband in the area
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Bedford BT  
my fiber broadband has dropped to about 2 mbs download , despite paying for "up to" 52 mbs. I am only 100 meters from B T cabinet
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
ch88ad BT  
Pathetically poor service, over 25 hours on the phone trying to get incorrect charges emotes from my account. BEGGED for somebody with the right level of authority to speak to me to reverse incorrect charges and the release me from the remaining ten months of contract. Nothing doing - silence. Complaint letters - unanswered. So, I cancel the direct debit and call ZEN (A++++ SERVICE!) to hook me up.

Then I get a response! And what a CRAZY experience that was. HELP!! They won't let me go!! SAVE ME!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Lincolnshire BT  
wasn't too bad while I was with them but trying to cancel has been a nightmare and they even charge £40 to stop your broadband.I cancelled in may and got a letter saying we are sorry you are leaving yet they recon im still with them and they are trying to charge me up to 26th july and ive been on virgin since 16th june
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
notts BT  
BT are literally the worst company I have ever known, there customer service is discussing every single person I have spoken to must be the most incompetent people Iv ever had conversations with in my life. None of them communicate. They cancelled my account without telling me then took over 10 days to set up a new one so was 2 weeks without broadband or a telephone line in a terrible area for signal, after notifying them I had a new born baby and need a telephone line asap. I confirmed with one of the staff I was not paying the one off charge £35 set up few as their service was a disgrace, she discounted that and I paid my bill. They
have now today decided to take £35 from my account for the set up fee that was agreed I didn't have to pay and they tell me it takes 3-4 days to look into the phone calls which will prove I'm right and then will take up to 10 days to get my money back. They are an absolute disgrace I would be embarrassed to work for the company DO NOT USE THEm UNLESS U HAVE TO unfortunately I'm in a new build and we have to use BT.
  • Speed
    3 stars
Borough green BT  
Very poor customer service. The cost for my internet increase with ~2-3 pounds every 3 to 4 months, started with 34 pounds and now I have to pay 39,99 pounds! Never again! I will switch as soon as possible. I can’t recommend BT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Newcastle upon Tyne BT  
I needed to close my account as we had an eviction notice and we are all leaving the house (which needs workings and no one else will live there).
The account is in my name but was shared by 4 people and is too expensive for me to move it. I called 2 times asking how much I would've faced to stop the contract earlier and I've been told £30, both times. Based on that I took my decision and called the third time to close it. Surprisingly I've been asked £93, from an advisor that started to explain how stupid I was to leave BT, checking my private usage, and not being helpful at all.

I closed and called on another moment. I was asked £130 this time. I asked to speak to a manager to explain the situation but my request was denied.

I opened an official complain and received an email which told me they would've call me back in 48, maximum 96 hours.
After 144 hours nobody has got in contact with me.

Who called, instead, was the office for payments as I cancelled the direct debit.
He put me through other 3 people, one of them was more like a robot than a person, not able to conversate with me, since I finally closed the account.

Now I face a massive bill for an house where there are not people living in and where I cannot even access anymore.

BT makes you a fool, doesn't care about the situation, and has not will to help you in any way.
  • Satisfaction
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
London BT  
I have been a BT customer for 30 years. Recent problems started when they moved my email from Yahoo to BT. Weeks of problems accessing email and now lost access completely when trying to link email to my BT Id. Spent an hour on the phone with an engineer taking over my computer. Problem their end but he could not fix it. Complained by letter and tried the fix they suggested but still no joy. Now lost access to my BT account. Can log in using my BT id but it says because of technical problems they cannot show me my account details. Complained but no word yet when it will be fixed a week later. Of course the prices all go up in December. Now looking to leave BT. Have already moved to another email service provider. They seem to be spending all their money on TV sport rather than telecoms.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Colchester, Essex BT  
Been a BT customer for a number of years and currently have BT Infinity. I moved from Eclipse who for me were the best but at that stage didn't kprovide fibre. Fortunately I have had few problems with BT, if I did I would have gone elsewhere. My gripes:
I upgraded to super fast fibre last year, apart from a slight increase in upload speed I did not notice any difference. Numerous online tests followed until I discovered that BT cannot provide superfast fibre in my area. When I spoke to customer services it was "my fault" as I did not formalise a complaint.

In my view BT don't take care of their own customers - you will wait between 30 minutes to get through to customer services. Horrendous.llloll

BT won't negotiate at renewal, fantastic offers for new customers but unlike competitors and for the rest of us no incentive to remain. I was offered a £1.15 discount on broadband on the basis I had paid a whole year for a service BT couldn't provide.

I've renewed again this year to allow me to find a reliable ISP that takes care of its customers - if there is one out there.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Croydon BT  
Broadband service reliable but much slower than advertised at my address. Customer service very poor, polite perhaps but staffed mostly by people who can do no more than read scripts. Much of the response is telephone only, i.e. no audit trail of the poor service, and if you're stuck with Yahoo mail, you may have to change your password twice a day through no fault of your own, and BT say it's not their product so tough luck.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Hampshire BT  
Fibre speed found to be way below what they advertise. Keeps dropping connection. Expensive when at end of special offer
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Leeds BT  
Sainsbury's Gift Card never arrived and they were appalling when I contacted Customer Services. Dreadful Indian Call centre. Junk mail pushing BT Sport every two or three weeks. Prices exploded as soon as contract up. Just spotted small print with days to go I had to opt out not in to BT Sport after free 6 months. Broadband itself was good but when it cut out it was down for hours rather than minutes. I went with them as I needed a new line installing in a new place and they were cheapest for that. But left as soon as contract was up and woukd never go back based on Call Centre service and Gift Card con.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Whitehaven BT  
Bt tv new set up. Who thought this new way of using bt tv was better. It's rubbish. You can't see information as it's put up over last program watched. It's defiantly !!!! Not easy to use. Having done survey regarding all aspects of bt tv I think it's taken a backwards step.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cardiff BT  
loved BT from the first broadband I had.
Then the cost sky rocketed and 8 times out of ten the speed was not what I was supposed to get.Sky have given to me the same speed and the cost has almost halved
When BT say they can guarantee super fast broadband surely lower speeds should be as good
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    5 stars
Cheadle BT  
As existing BT customer just attempted to upgrade from copper to fibre (Infinity) Broadband. As usual with BT this has worked OK technically, but horrendously / comically badly in terms of dealing with BT admin.
Started with an appalling website, very difficult (for a very frequent online user) to determine current package and costs; rip-off prices for loyal customers (new customer deals for £25/ month are £50/month for existing!); after two phone calls agreed a better price, but order confirmation entirely wrong (standard prices); two phone calls, one formal complaint and a month and not sorted out the pricing. BT = B??? Terrible!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Edinburgh BT  
just to say
they offer vouchers that never come i was meant to get 2 sainsbury vouchers never happened!!!
try to call them or respond plain ignorance rest assured i will never sign up with them again, not for the service but fraudulent advertisement!!!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
newham BT  
after giving bt 15 years of being a loyal customer,i was forced to go part time at work,i phoned them last october to see if there was anything they could help me to reduce the monthly cost,they reduced my account by £10,i have now been made redundant and need to move away from my place and live with my brother and sister in law,i phoned bt yesterday to stop my service,and they are charging me £113.27 until next october,they said i changed my contract,when i get my own place and get on my feet again,i will never ever use bt again for anything
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
carlisle BT  
They advertise as the most reliable WiFi signal. This is not the case.
I switched from Virgin Media due to rising cost. Never had any issues with the WiFi signal with Virgin. When I switched to BT I gave it a week or so to let equipment settle down. However broadband kept dying several times a day. After a few weeks and phones calls and eventually an email to their complaints department I finally got some testing on line that determined Hub was faulty. New hub installed. However, WiFi signal is terrible. I use BT app on phone to check service regularly as devices will disconnect and my phone often says switching to mobile data (as I have it set on poor WiFi to use mobile data), This is even when sat in same room as BT hub. Once year is up will be finding different provider.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Grantham BT  
My following comments are not really about the reliability or the quality of BT's products, but more so to do with what happens when something goes wrong, for example, when suddenly none of your phones work and your broadband works intermittently. The "offshore" service, on this occasion, were absolutely useless. The young lady, from somewhere in India, whilst irritatingly polite, (mentioning my surname a minimum of five times in one sentence), never seemed to offer and straight answers to any of my questions and yet,skilfully skirted around them, with well rehearsed "scare tactics," suggesting that I would be charged £120, should the engineer discover that it's not BT's fault. Never got any satisfaction after a full hour's frustration and aggravation. Eventually, having "had enough," I insisted on being put through to a UK based technical team who talked me through a few checks. Eventually I discovered and corrected, (by process of elimination and from my own skills set),the fault itself. It was a failed ADSL filter, which costed me £1.99 from the local "sells everything" shop. Come on BT, you gotta try harder. If you have to use offshore call centres, then, for goodness sakes, train them properly !
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester BT  
Very expensive
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Aberdeen BT  
While my connection is fairly reliable the speed is very poor - usually between 1 an 2 mbps. this makes it impossible for me to upgrade things like my TV or anything else that relies on good broadband speed. Even 5 mbps would help!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    4 stars
Rhodes Minnis BT  
Good but now flawed. I like BT and have had MUCH better speeds than when I was with Sky. However, recently when I've needed help I have been treated VERY badly by customer services. I don't like being spoken to as though I was an idiot. When my contract runs out I will be looking to change providers.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Tameside BT  
BT signed me up for 55 MBPS. and charged me for that rate, in fact I Only Achieve 18MBPS download and 2.3 mbps upload.
So basically being charged for speed I am Not getting. But BT come up with excuses I am to far away from the exchange. Though they never told me that when I signed UP.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
swanmore Hampshire 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  
Wow I never knew how bad BT were until I tried to contact them. BT are a communications provider.....Right? So why is it impossible to communicate with them? I spent a full day from 9 am to 7.45 pm trying to speak to the options team, who are so named no doubt because it's their option whether they feel like picking up the phone!! I called wanting to discuss my increasing bill and to see if they could match a deal from Talk Talk and eventually someone picked up the phone. I explained that I was being offered the same broadband speed, unlimited, including anytime calls and TV for less than I was being charged by BT for broadband and evening and weekend calls. The response was that Talk Talk are terrible with nonsense reasons why I shouldn't go to them like they would cut me off if I used over £20 of calls! Really my phone provider would cut me off for using the phone? They said I could have a £5 reduction in my bill but they would take away my evening calls!!! Excuse me? Horrendous and they don't care about customers. They have lost this one permanently. Don't touch with a barge pole.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
NI BT  
Within a few months of signing up for an 18 month fixed 35 pound a month contract, the fee began rising. Eventually within 12 months that cost had risen to 50 pound. I spoke to their call centre about this where I was belittled, laughed at and told I was in contract so couldn't change without fees.

The speed as advertised was fast, but the customer service was atrocious and unacceptable.

I do not wish to subsidise their ridiculous football package options and rural BB customers so have decided to go elsewhere for half of the price and the same BB speed.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Portsmouth BT  
After discussing about a better deal than the one that was offered online, I agreed to having fibre broadband on the deal that was discussed. The fibre was activated and I expected my bill to be what was discussed. However this was not the case and my bill was now £10 extra than expected. When I contacted BT over this issue, they denied all knowledge of me having any discussion over a better deal even though I have proof of this. They told me I could cancel my contract but it would cost me over £300 pounds.
I can't help but feel mugged and ripped off!
I should have stayed with SKY as they were faultless before!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Worcestershire BT  
Had an issue with my fibre optic internet as speed that were initially excellent dropped to a level that were somewhere between dial up and slow broadband (closer to dial up). Suspecting a problem with the crap BT homehub 3 I phoned BT and was actually told "that's just the way it is" basically "live with it". I changed the wireless router for an ASUS model and presto the hi speed fibre optic internet was back. Now the whole inifinity network has gone down where I live and yet when you do the on line service test it shows "no problems in your area" - which kind of contradicts the "service status" page on the website that shows that there is. 2 days and no internet - all they do is push it back another 4 hours every time they miss a deadline. Omni shambles.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Swadlincote BT  
The broadband speed is brilliant but only had it a week and the service has gone down in my area and they don't know when it will come back on! Plus I keep getting cut off every time I ring up!!!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Preston BT  
Hobson's choice here with service providers. In general though the 20Mbs speed is acceptable and the service is generally reliable. However, the biggest bug-bear ever is the VERY poor customer service. They simply don't care. If it can't be answered in 5mins and from a script then forget it! I've been 2 weeks and counting with an issue and passed from pillar to post and all just want to get you / me cleared off their books just to satisfy their KPIs. Forget actually resolving the problem!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Cheltenham 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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