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 8289 customer ratings since 2020-06-19 (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.

3,117 Customer Reviews over 78 pages

  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So disappointed with BT. Decided to change suppliers and go with BT, with reassurances from BT that Infinity would work well. Engineer turned up, very grumpy and rude because he had to change junction box. Couldn't set up, said he was going to the main box to reset everything, never returned. Turned up the next day did the same and disappeared - still no broadband. Rany customer services, job marked as complete by engineer! All customer services could do was give me BB fault number - why am I paying over £25 a month for such appalling service?!
  • Reviewer
    Location
    Raymonds Hill (near Axminster)
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Broadband speed from the Axminster BT Exchange is ABSOLUTELY APPALLING!! I'd happily pay more for a faster broadband.
  • Reviewer
    Location
    Bridgend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Worst days work I ever did going back to BT. 60% slower than they promised constant loss of connection, don`t call you back when they say they will, and waited in for 5hrs for an engineer that never turned up. An absolute shambles, come back Sky all is forgiven!!
  • Reviewer
    Location
    HORDEN
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have just sign up with BT hub 3 and it is the worst thing I have done big problems with speed fed up how slow this is and I am paying £37 a month for this. Not happy.
  • Reviewer
    Location
    Birstall, Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Lancaster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    With the introduction of BT Infinity 2, I was given an estimate of 57Mbs download and 20Mbs upload. I am consistently getting 70+Mbs down and 14 - 17.5Mbs up. Very pleased with the sevice. Line profile did vary by 20% in first 3-4 days but has now stabilised at 77Mbs+
  • 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
    Noke
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    0.078 Mbps speed test says it all and only five miles from Oxford city centre in a decent sized village! BT are the only provider available and have done nothing to improve the service, yet charge double that of other quality suppliers. 1 Mbps would be adequate, to get less than 10% of that means a simple page like this takes 20 seconds to load.
  • Reviewer
    Location
    high street north
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i pay £28 a month for this crap of mine..!! what a shame, b.t. have let me down big time. iam so annoyed..!! it wont even reach a mere 1 mbps. what a disgrace. pls help.
  • Reviewer
    Location
    Newhey - Rochdale
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have had a couple of problems with my Broadband
    over the past couple of years with BT. However on contacting them my problems have been dealt with efficiently and quickly. On the last occasion they even sent an engineer around the next morning and as a result my broadband was back online faster than ever. They may be a bit more expensive than some other providers but service they offer is worth every penny. I certainly can recommend BT.
  • Reviewer
    Location
    cupar, fife
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Far too slow when I am only a mile and a half from Cupar Exchange. BT give little comfort and seem to be able to change the speeds from 0.1 to 1.33 !!
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    bt broadband infinity ???
    it takes an infinity to get online and then takes an infinity to open a webpage, my average speed 0.2meg and im lucky if it stays connected for more than 15 min at a time, bts excuse the wire from the cabinet to my house is too old and in poor condition, they will replace it if i pay.
  • Reviewer
    Location
    East London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is terrible! Been on it for years with a up to 8meg package, 10 GB max bandwidth and my local area with bt is 3mps, while my actual speed with bt is 1-300kbps! I've contacted BT on many occasions but they ignore me and tell me it's my fault, my problem... even when I moved house, changed equipment etc - BT sucks! Stuck with a terrible connection, their customer services are the worst and atm the connection drops out A LOT! Worst time was keeping disconnecting and reconnecting constantly for hours - so no connection! My opinion, DON'T USE BT! Unreliable, slow speeds, bad customer service and overall ... bad!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Periodic problems with Broadband speed dropping from over 6Mb/s to 1.5Mb/s. Repeated calls to customer service, and interminable waits in automated telephone sytem, bring promises of corrective action from 'an engineer will call' on 'date and time' to 'fault is at the Exchange and will be corrected in next few days. No improvement has resulted. Fed up with being treated like somebody who does not matter. Equally fed up with BT's general attitude to me as a customer, including the Highway Robbery of demanding extra money for not setting up a Direct Debit with them. And they think, after the fiascos of trying to get some action on Broadband speeds, I would trust them with a free hand to raid my Bank Account!!!!
  • Reviewer
    Location
    Barnsley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Crap! Speeds at one tenth the so called best in our area. The advertising just goes on telling lies and there's always the getout of 'up to ...'
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      5 stars
    Comments
    I have been with BT for a number of years, they promised infinity last year, just been told it will be another six months! I can hardly finish a game on FIFA 11 without it dropping. I'm moving to sky, I like the look of anytime +
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    BT are providing me with a terrible broadband service.Now down to 0.13 speed. Whenever I complain to them about the poor quality of service, they promise everything, and do nothing. I am still waiting for a refund from them for no telephone or broadband for two weeks in Jan.2011. They have promised to refund my money 3 times, but they just tell lies. I wish I had cable laid in my road so that I could get Virgin.
  • Reviewer
    Location
    Cannock
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    A good quality service and value for money. Have tried others and BT are the best.
  • Reviewer
    Location
    Wisbech
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lucky if I get 50kbps - I had better reliability with dial up!!
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    In Feb 2011 I was getting a speed of 6909 since then it has dropped to 720
    I have contacted BT and cannot seem to get a improvement
  • Reviewer
    Location
    Wroxham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Best performance is 1.8Mbps; the last 3 days 135Kbps; rang to complain got to Indian callcentre (english spoken very poor) may take 10 days to fix!!
    Poor service.
  • Reviewer
    Location
    spalding
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Awful, constantly lied to when phoning up. Speed was 4.3M for a few weeks then they decided that a paying customer should only have 2.8M Yet I am not a heavy user. These jokers give the min speed they have to.
  • Reviewer
    Location
    Sidlesham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Using the same equipment (Line,Computers & wiring ) as previous provider ( Plusnet ) but BTs' wireless Hub 3 - used wired Cat5 - my overall speed and 'reliability' and lack of tech support went from Bad to Appalling.
    New Delhi Call Centre is the best thing about BTs' "service" !
    Another "Non Customer Facing" outfit where THEY contact YOU, but YOU cannot contact THEM without devoting hours and hours to phone calls - email contact not allowed !!
    I have a 25% DOWNTIME record so far - and counting.....
    THEY (BT) are VERY GOOD at sending out BILLS - pity their service lacks value IMHO.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Good service from BT but cabling needs upgrading and therefore very slow broadband in the area
  • Reviewer
    Location
    West Hallam
    Reviewing
    BT
    Date
    Comments
    BT, very disappointing. When the Broadband works I'm getting nearly 3 Mb (woohoo) - guess what? It's flaky as hell and drops to 1.4 Mb regularly which takes a really long phone call to India and escalation before (yet again) it's accpeted as an issue at the SP end and they sort it within 24 hours - during this time it drops to 1.4 Mb which doesn't support the BT Vision package (what I'm bloody well paying for!!!). BT - you really need to sort your 'stuff' out - my Mrs is totally against getting Sky but she's coming round to it very quickly....SKY HD, sports...footy...hmmm.... I'm telling you, you're gonna have to sort it out damn quick to keep me as a customer...
  • Reviewer
    Location
    Gerrards cross
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Reliability
      1 star
    Comments
    The very low speeds do not allow any training videos to be watched.
  • Reviewer
    Location
    Leicester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolutely useless 20/02/2011 speed 0.13mbps they tell you engineer is working on it. no results on improvement since oct 2010. i will change asap
  • Reviewer
    Location
    Axminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Switched from Pipex to BT I was told it would be faster but no real difference. The switching process was awful BT in breech of contract twice legals pending. Customer service absolute chaos Mind you so was pipex, talk talk. No money has been invested in Axminster exchange for years total rip off for what you get.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A complete and utter waste of money. Poor speed of 58.Mbps. Terrible customer care/service and you get put through to India to people who can't understand a word you say. I am paying for a service that has crashed twice in a year,the first being a local exchange problem that took 10 days to fix, with lots of fobbing off by customer service in between.
  • Reviewer
    Location
    nottingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I am on option 3 and took out Bt as I was promised 4mg.I have always got 2 or 2.5,until it hit the decks a few weeks ago at 0.06!!!!!
    After a new hubb and filters Bt engineer came out today and saw that my Bt extention was installed with thin internal wire and had perished on the outside of the house.He said i would never have got good broadband with that wiring.They have now put the correct wiring in and a new linebox which doesn,t require filters.
    Straight away speed is up to 2.2 and am told it should settle to about 3.2 mgs over the next 10 days.
    customer services told me there was nothing wrong with my connection a month ago.Two weeks ago someone else at customer services confirmed that my line had a problem.
    seems i have had the wrong wiring for 6 years which was ok until I tried to run broadband off it.
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    We have BT Broadband Option 3, with a Home Hub v2.0 (wireless n). Performance is pretty good (7MB download) but the connection has a nasty habit of going down 2 or 3 times a week.
    The hub is great - we have 3 PCs wired into it, and run my daughter's laptop, 2 XBoxes and 1 PS3 all wirelessly onto it. Performance wise it is very good.
    Customer service wise though BT are a laugh - rather like a bloke trying to get into a woman's pants they will say anything to you, and afterwards they will dump you and ignore you.
  • Reviewer
    Location
    Crumlin
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Very happy with service in general except with speed. But told system being updated to fibre optic in jan 2011. apart from that excellent service and customer service couldn't be more helpful
  • Reviewer
    Location
    chelmsford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    absolutely shocking!
    we dont get half the channels and the ones we do are always juddery and cut out, the on demand tv works about 20% of the time, got solf movie channels but all of them are pay-per-view. the phone line is crackley and the internet needs to be restarted every half hour or so. Also even though we have 'unlimited' internet we got charged £100 for excessive usage (thanks to the flatmates bf!)
    we have never been on hold for less than 30 mins when trying to get help and their explanation was that we lived in a poor reception area... why did you recommend this package, charge and install it for us then!?!
    this is our first flat and internet ect was the one luxury item we had on our budget. thoroughly disappointed in BT and would never EVER recommend.
  • Reviewer
    Location
    Dronfield, Sheffield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After another problem, this week at 330k on my line and being reported by the "technical specialists" at BT as working fine at 7MB (which I've never had!! 2MB at best when it works) I've had enough. CONTRACT TERMINATED!
  • Reviewer
    Location
    Barnsley - the S. Yorks one - sadly
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Pathetic in all aspects, donload speed 0.4mb to virtually zero at peak times. Died altogether for a week. Customer service is exotic but not very useful.
    The one area they score big time is billing - they sure know how to do that! Try anywhere but hereI wouldn't even give them one star for some areas but zero not an option.
  • Reviewer
    Location
    Weston-Super-Mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    The only reason I am posting a comment is that I have just phoned BT, which took numerous numbers to phone, to upgrade from Option 1 to option 2. Having agreed the upgrade I asked the question about whether this was a new contract, to which the answer was yes. I cancelled it there & then as I only have 4 months left on my current contract & feel it's a complete con., to start another 12 month contract, especially when I found out only by asking the question.I am an existing BT customer & would stay, but my current view is that I will now move.
  • Reviewer
    Location
    dumfries
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Been with BT for years, very reliable service. Paying for up to 8 MG - never had better than 3.5 - they are now advertising "up to 20" - I feel that I am paying for this but not close to getting any improved service/speed - paying for unlimited download, had 3 teenagers home from uni at christmas - got "fair useage" warnings threatening to slow my download speed - how much slower can it get ? - bills are useless - no idea what I'm paying for - just know that it is costing over £50/month for broadband/ phone line and calls - all on the cheapest rate ! - Overall view - they are ripping me off and hiding it in confusing bills etc
  • Reviewer
    Location
    Airdrie
    Reviewing
    BT
    Date
    Comments
    Ihave had this package for six weeks it has been unavalable on three occations for up to three days the current speed is 594% less than is avalable in my area the only thing that has been reliable is the apologies from there helplines i have a contract for 1 year i hope the next 11 months sees a vast improvement.
  • Reviewer
    Location
    North east England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    The broadband speeds were originally terrible (30kbps for downloading files (upload speed) and 1mbps for browsing (download speed)) but have now increased to 250kbps upload and 1.5mbps download. These speeds are currently a lot less than BT state, also the spees drops during large file transfers. Their customer service is terrible when we called the helpline all the said was 'We cannot help'. They wanted to sell us BT vision by phone, it was an incovinient time, so we told them to call back later, they never did.
  • Reviewer
    Location
    Buxton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    speed has dropped from a download of 1.8/2mps to 0.3mps and Bt helpdesk insist thisis because of distance from the exchange, 3.1km,as an BT pensioner I am seriously considering changing isp

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.