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
    Brockenhurst
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Recently moved from ancient router to shiny new bt infinity as soon as it was available in our area. Supposedly creaky old broadband was 100% reliable. Supposedly much better shiny new infinity regularly goes offline in the evenings and sometimes during the day too. They forgot to mention that by "upgrading" we'd be degrading the reliability of our service.
  • Reviewer
    Location
    kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I went back to BT; over and over and over and over again.... after deciding to change my contract with another provider, BT (mis)sold me fibre broadband. They enthusiastically (perhaps 'pushily') reiterated that is was 'Good news' as I have fibre broadband to my house. They cancelled my contract with my previous provider and rang me two days later to tell me fibre was NOT available. They then offered me a discounted copper broadband package, which I took only to find out that it would take a further two weeks beyond the original start date to install (a two week break in my service) and that it was significantly cheaper elsewhere. I then cancelled my order to receive an order confirmation text message inviting me to reply 'start' to confirm my order?!? I rang customer services who told me that it should be obvious that an order confirmation means a cancellation (the word cancellation was never in the text). The operative said that an order confirmation is 'semantically correct' for an order cancellation. Not in my world. It is comical looking back, but the fact that the call centre operative would argue with a customer in such a way means that BT are not worth my money, any day, any time, ever. After 8 separate phone calls to this lot I would say 'DON'T BoTher.'
  • Reviewer
    Location
    Dorset
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Quite literally the worst customer service I have ever received. We started receiving huge bills (£150). Tried to cancel. Confusion over previous account holders, who is liable, charged obscene amounts until we cancelled the direct debit,as they wouldn't let us cancel or vary the contract as we weren't the account holders, although we had been paying the bills for 2 years (although it had been changed,but they claimed only to an "online account" holder not the account holder which even they got confused over on the calls) spent countless of hours on the phone, emailing, all for them to say they had done nothing wrong and to cut us off without any notice. This took 3.5 months.Poor communication, conflicting advice. Literally,morons who dared to be condescending towards us when we pointed out the endless string of flaws and logical inconsistencies with their argument( like writing a letter to the "account holder' at an address they had not lived at for 2 years years telling them they were going to cancel).They told us from the outset that they could not vary the account holder's name, yet somehow have magically 3.5 months later transferred it in to my partner's name without her permission?!So what we wanted at day 1 to resolve the issue took 3.5 months and allowed them to rack up charges which although they have said we are not liable for, have failed to confirm in writing. We have no idea where we stand. My cat with a headset could have made a better go of it. I will never use BT or their services in any way ever again. We will be referring to the Ombudsman, which they said we couldn't do (wrong again) as it still isn't formally resolved and now they just ignore us. Don't waste your time trying to resolve it with them. Cancel the direct debit, protect your funds and make them come to you. Anyone from BT reading this, look down the list. I'm not even remotely exaggerating about how bad our experience has been, and I doubt anyone else is. Good luck to you BT, you'll need it.
  • Reviewer
    Location
    British countryside
    Reviewing
    BT
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Honestly I can cope with the crappy broadband speed, what really pisses me off about bt is how often there’s a problem and we just lose internet all together. I’m a student and I have a whole lot of my work online, I rely on the WiFi heavily, so when there’s ‘an error on the line’ so it just doesn’t work and I can’t do anything it’s bloody inconvenient. Inconvenient doesn’t even describe it and I would be a lot more vivid if I could. If I could I would give it 0 in broadband reliability and overall satisfaction. Our WiFi has stopped working altogether multiple times and each time they **** around for a while saying that an engineers coming and then that there was an error and they can’t so it’s delayed and I end up going weeks paying for extra data and piggybacking off the school WiFi and my friends hotspot which costs me money and isn’t good for anyone. On top of this because of where we live I don’t have service anyway so I’m not contactable for a while and can’t do anything. The only reason I wouldn’t give customer service 0 is because I have pity for the poor ******* who work for this company. We pay £30 or something a month for this and honestly I think we should be paid for the torture which is using bt.
    NEVER USE BT, ITS HELL. (Especially if you live in the countryside).
  • Reviewer
    Location
    Anon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from this company. They have the worst customer service and they have the worst broadband speed and reliability. The wifi crashes 2 times every hour and we just lost 200 pound concert tickets to a crash. This company needs to go bust.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely useless and unprofessional company.

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

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

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

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

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

    Shockingly bad customer service from start to finish, false information provided, no form of reparation or compromise offered, all-round unpleasant to deal with.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet provider ever! Slow and unreliable internet (even though we have optic fibre)!!! awful, rude and useless customer service, telling us for two years that there are some technical issues in our area and everytime they give us different timeframes to when these will be completed. If I could rate it with 0 stars I would!! Overall satisfaction NONE!!!!
  • Reviewer
    Location
    brighton
    Reviewing
    BT
    Date
    Comments
    most frustraing customer experience of my life. I pay for 8 meg and last year suddenly started getting below 1 meg. 6 months, 3 new hubs, countless hours wasted complaining and looking for imaginary faults with my computer and equipment, and many engineers visits later, I am still told that they can find no problem and it must be my fault. Words can't describe my utter contempt and loathing for their company. sickening.
  • Reviewer
    Location
    None
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I feel like every one of the reviews for every service provider is automated by the opposing competitors to extend the likelihood of finding different providers.. by was good for me yet the reviews are insanely bad. I got a good deal and had to sign off of it as I literally didn't need it because I bought a phone contract that gets 100gb data a month..
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    I would love say something nice about BT, but i'm using a Mobile Dongle to write this as they STILL haven't got my internet set up after failing to show up TWO WEEKS AGO. We had to book our appointment for today but as expected, they didn't come. I don't know why, they can't tell me why. They even tell me I have to wait 2 more days for a person to come down to do it now. Useless company, useless customer service. Do NOT buy from this company, or you will just end up regretting it.
  • Reviewer
    Location
    Barnstaple Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I use to get Just over 6 at a previous address, this one seems very poor in comparison.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I really though I had bought a fast service but I tested it today after reading the reports in the press and instead of 8MB i had 0.8MB. Not good enough I will change supplier (currently BT)
  • Reviewer
    Location
    Midlands
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID. Dreadful service. Had to phone > 6 times to get direct debit sorted. Credit card details and security code given over 4 times. Each time verbal confirmation that all was well now. In spite of this, BT suspended internet without warning. Manager in UK office was offhand and said I should take a business contract, but denied that ordinary customers are treated worse than business - which doesn't augur well for businesses. Promises to call back and confirm arrangements in writing not kept. Conflicting information from customer services.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    broadband speed: disgrace
    broadband reliability: disgrace

    Customer service: please dont get me started.

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

    Issued on Fruday 25 September 12h23 and service stopped on Monday 28 September 2020

    I WAS FULLY PAID UP AND ENJOYED HALO PROTECTION ;

    BUT BT SUMMARTILY CUT ME OFF !!!

    "Hello Anthony,

    We're stopping some services linked to the address shown below.

    What's happening
    Here are the services that have stopped:
    phone line
    broadband
    TV


    These services have also stopped:
    Halo Fastest 4G Speed
    Halo 4GB Mobile Data Boost
    BT TV Starter subscription
    Wi-Fi Disc
    Halo 4GB Mobile Data Boost
    BT Sport Pack
    Pay As You Go Calling Plan
    AMC Channel and On Demand
    Halo Fastest 4G Speed


    What you'll pay
    You'll need to pay about £228.86 for stopping your services with us.

    This includes:
    charges for ending your contract early – because your services have stopped before the end of your contract, you'll need to pay about £228.86 for the months you've got left"

    NO REASON. NO EXPLANATION,. NO PROPER WARNING.

    We subsequently found out that this was because someone at No 1 had placed an order for No 11 (my address) with Plusnet !

    I was abroad and unable to deal with BT rapidly. Service has now been restored, but it seems to me that I am £200+ out of pocket.

    This was a total; cock up which BT cannot deal with ... make progress with one ... they simply pass you on ...

    I WILL BE BACK IN COUNTRY SOON TO RESUME THE BATTLE WITH BloodyTerrible.
  • Reviewer
    Location
    lincoln birchwood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    bt lie about speeds i get...i get kbps...very slow hate it
  • Reviewer
    Location
    Lound
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Totally pathetic, unable to watch tv because of constant buffering. Frequent breaks in broadband supply. Unable to upload photo's to, for e.g. eBay. Overall service is dreadful
  • Reviewer
    Location
    Huntingdon
    Reviewing
    BT
    Date
    Comments
    THE WORST CHOICE EVER. DON'T DO IT. You will spend more time on the phone to BT with their terrible customer service than anything else. The customer service is so poor that they leave you on hold for 20-30 minutes and then put the phone down on you. Quick to charge and late / never to deliver. Purchased BT infinity yet only received BT Broadband with the slowest speed (takes min 5minutes to open a web page) if the rating had a negative option then BT would earn a negative in every aspect.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I decided to use BT for my new restaurant and it's been a nightmare since the beginning.
    1. They first got my order wrong: we agreed for fibre and they installed ADSL
    2. When I notified it, they said sorry we will sort it out. No one ever bother to call me back despite their promises by chat or by text.
    3. After I chased them, they finally raised a new order that was cancelled 10 days after without any explanation or notification.
    4. I chased again to get a new order. An engineer eventually came onsite to install the order but said he could not do it because the line was not ready for fiber.
    5. 10 days later another engineer came to say exactly the same.
    6. 10 days later another engineer came again for the same result (this is not a joke!)
    7. Today, I am still waiting for someone to get back to me with an explanation.
    In the meantime they of course did not forget to take my money. When I asked them to get access to my online account they told me they could not do it because I don't have my details (I am a new customer, I did not receive anything). I replied OK, give me my details. They told me to ask my bank in order to get my BT account number!!!! They are my supplier but can't give me my account number!!!!

    3 months after having suscribed, I am left with no fibre, no invoice, nothing but with hundreds of pounds debited on my account.

    Really awful service!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bad Packet Loss from BT. Would not recomment at all, try other ISPs always before BT. You will won't regret it.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Comments
    Like previous reviews I wish I could give zero stars! I work with internet and this is a big problem for me! The worst broadband provider in the world, please don´t waste your time with them!
    Was difficult write this reviews too!
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I do not actually have BT wifi myself but I am a private live I carer and any client I have gone to that has had BT wifi there is always issues with the speed and reliability of their wifi. I think I have had more than 10 clients with BT and every single one has been such a hassle that I just use my phone data. Stay clear of BT as they are useless!
  • Reviewer
    Location
    swansea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT are useless, I have 40mb fibre optic which should be a good speed and I am receiving 2.1 mb, the customer service told me this was a good speed which is absolute nonsense
  • Reviewer
    Location
    Shavington Crewe
    Reviewing
    BT
    Date
    Comments
    Absolutely shocking, would not recommend to anyone, waited nearly a month for connection still waiting, was told if I cancel and go to another provider that everyone goes through open reach and I would start all over again and would end up waiting longer, guess what a week after that get a call from bt saying they have cancelled my order by mistake and guess what got to start again, wished I'd gone elsewhere, it's more like customer we don't care.
  • Reviewer
    Location
    Bushey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Our internet crashed today, not great when you're working in a busy office that relies heavily on the internet. I spoke to Val from BT who was very helpful and incredibly patient considering I did not have a lot of the information needed to help her work out the problem. She got our internet back up and running again and was very friendly to talk to. Thanks Val!
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Comments
    I seriously don't even know where to start. Choosing BT was the biggest mistake of my life, paying £50-£90 odd pounds every month for the sevice that I got promised till date not received is absolutely ridiculous! Everytime I call about the speed of the wifi and the connection which drops 24/7, they make me spend an hour trying to explain myself and then half an hour trying to refresh the background through my laptop which still makes no difference at all. Spent hours and hours speaking on calls to seniors, complaints, managers etc but nothing gets resolved. Don't waste your time by choosing BT when's there's much better options out there. It's not even worth half a star!
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I would give a zero star if I could. Our internet connection has been playing up for 4 months. We've tried 3 BT routers and a third party router. We've had 10 engineer visits. Despite this we have anything between 4 to 14 hours of no internet every day! Now BT case management team have stopped replying to my calls and messages. I rang customer service and suggested that we mutually agree to terminate the contract early as the problem remains and the trust levels have gone down the drain. I was told that I need to pay a cancellation fee as the engineers are still working on it and I refuse to allow them time! They have had four and half months to sort it out. I cannot wait for the contract to end.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Here we go another scam of BT without knowing they added couple of package in my bills and i'm trying to contact them but there is no answer at all from their customer service .... Worst customer service

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.