BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3.1 stars
  • Customer Service
    3.1 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 1334 customer ratings since 2023-06-17 (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.

3,598 Customer Reviews over 90 pages

  • Reviewer
    Location
    South West
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Ordered broadband about 5 times and 5 times they have messed up the order saying ‘it's a technical issue’.
    Sales department misled so much about product, you can’t help be disappointed with results.
    Was promised 35MB download speed, router only connected at 20MB with a through put of 14MB.
    Home Hub 5 was noisy when in use; sounded like something was fizzing inside, was concerned about it catching fire. BT sent me a new one but this one was exactly the same. Router was always rebooting.
    Overly all experience: expensive company that is overly aggressive and fails to deliver.
    This service was costing me £32pcm + line rental. It included all telephone calls but BT always found a way to charge me for additional calls.
    Change to EE; a hassle free experience; speed is now 31MB (EE only promised 22MB – nice to see a Company offer realistic speeds and then beating them, rather than lie on what can be achieved). Cost is £15pcm + line rental. Includes all telephone calls; including calls to mobile and international calls. Zero noise from router.
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I joined BT on the 7th December 2015 and was very happy until 6th January 2016 when my phone line and wifi went off, After lots of calls from me to bt and promises the service would be working the next day after 5 days the phone line was fixed but we still have no wifi 2 months on. We keep getting told it will be next week and when that week and date comes we then get told yet again next week. I give up with them. What a waste of time.
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    BT
    Date
    Comments
    Tried but failed for weeks to sign up to BT Internet due to the appalling incompetence of call centre staff - only to find a competitor could do it within the week. After 18 years as a BT Customer this is the worst customer service I have EVER experienced. Never again BT. Stumbled on this review site whilst searching for how to reach senior staff at BT - they have very serious problems and need to sort it out.
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Customer absolutely pants. Because of our present situation with all bills going up’. I contacted them to cancel because of the increase. Told them I couldn’t afford to pay. They just don’t care
  • Reviewer
    Location
    Southall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    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
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shamobolic customer services, different excuses and story everytime I phone.

    Given up trying to work things out, logged issue with Ombudsman.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Very poor service. BBand sppeeds of about 0.2 - and after some weeks, BT admit speed was restricted due to connection issues.
    Do not understand why they did not tell me this when the line was restricted.
    Need to change supplier!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Comments
    The most atrocious, frustrating, pointless 'customer service' I have ever had to deal with. Hours of my life wasted trying to get them to answer simple questions, navigating through their labyrinthine website, or selecting options on the phone, only to end up with a nice Indian lady who has clearly no idea what I'm talking about, and fails to solve the problem every time.
    Avoid them at all costs.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I can't comment on customer service as in 4 years, I have never, ever had to call them. The broadband has never been slow despite servicing a smart TV, 2 smart phone, 3 computers and a kindle. It's never gone off-line ever. Wish it was a bit cheaper though!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Setup was a nightmare. Utterly horrid. I have never been so stressed before in my life. Despite giving all advanced warning installation only started 2 days after at which point we were informed (after being on the phone for over 2 hours and being transferred to and from 3 different call centres), from the technical support suggesting that I go out and purchase an old fashioned telephone to test the line from my socket to their exchange.
    They couldn't make it any faster and it was totally stressful especially with my wife needing internet to study from home in the middle of moving house.
    We also had this idiotic broadband talk which was never properly explained to us and seemed to half work and which I asked to be turned off - with the lack of paper bills it was only recently that I noticed that this was *still* being charged for despite my request.
    However, speed is good. 18meg/20 consistently, occasionally connection cuts out requiring a hub restart which is a bit annoying. It's fine now, after setup, but the whole process reflects poorly on their customer service. My wife hates the random cut-outs and wants to switch to virgin but their customer support isn't much better.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    BT have just upgraded my broadband, during the upgrade there was an accidental break in service. I reported this at about 1700 on 27 December. A smart engineer arrived at 1100 on 28 December and tracked the fault back from the house to the cabinet, including checking the incoming wiring. All was fixed by 1230. First rate service. I also ended up with a SIM card that I didn't need, this was cancelled with a minimum of fuss. Thank you BT
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely Abhorrent service, broadband cuts out repeatedly, customer service are rude and unhelpful and have no idea what they're doing. You get passed from pillar to post. Don't do it.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Terrible service. I have recently moved home and tried to set up BT broadband. They have cancelled my order 3 times and I have only found out through logging on to my account to track the order. No communication from BT. Very disappointed.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Wow I have just read some of these reviews and agree with all the negative ones! Just wish I read them before we decide to switch supplier. The pattern is the same that everyone below has reported - they miss the switch date and blame Openreach (when the same socket has worked with our previous supplier for years). We’ve spoken to managers, we’ve been promised compensation (£25 is the max you’ll get). I’d advise anyone: avoid BT, plusnet and EE (all the same company). We are six days into our contract, no internet, no sign of a contractor which we have been repeatedly promised for days). I’ll be cancelling come Monday!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish service past from pillar to post eventually said I wanted to cancel and put through to another department put on hold for thirty minutes then line went dead rang back to yet another call center who said they finished at nine o'clock don't touch bt with a barge pole
  • 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
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Almost £30 per month for a broadband speed never greater than 5Mbps. Toob are quoting £25 per month for 900Mbps. Tell me how it’s not criminal for BT to get away with this. It’s disgusting that in 2023 where the whole world moves on Wifi that my grandchildren can’t stream tv shows or play on the pc. Absolutely stay away from this awful company.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I do not recommend BT services. I have had a contract with BT for a long time. On the site, a month before I moved out, I made a transfer to a new apartment. I received information about BT service with my package, it will be connected on March 4. Everything was ok until I moved in, from the first day the WIFI quality was poor when I contacted BT that the speed would be increased in a few days. When nothing improved, they sent a mechanic from Openreach. Then Openreach person told me that i do not have Fiber in my new flat!!!
    I called BT again and wanted to find out why I do not have Fiber and why nobody informed me that I will not have the same plan in the new apartment as in the old one? I will add that I moved from flat number 7 to number 6, same building, same level.
    The lady said that she would send a mechanic to a main box on the street and he would connect me to Fiber, unfortunately, it did not happen. Yesterday I called BT, and another employee tells me there is no fiber on that address.
    The whole situation lasts exactly a month !!
    I asked for my contract with BT to be terminated because they cannot provide me with the same package as I had in my previous apartment. Then the Lady told me that I would incur a fine for breaking the contract !!
    Really BT, that how you treat your customers?
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I signed because of 100 pounds prepaid MasterCard, which I have never received, when I tried to contact the customer service by email they said that they couldn't help and I need to call to the customer service. So I called, I waited 20 minutes to get to somebody just to be put on hold for another 10 minutes and then picked up by another member of staff that also put me on hold for 10 minutes. I waited 40 minutes to find out that my prepaid mastercard was not claimed and that they send me an email with instructions on how to claim it that I have never received. I am really dissatisfied with their attitude towards customers. Never again.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Carried out a house move only to be advised that I can not cancel as I am fixed into a two year contract. Moved houses with BT only then to be charged a cancelation fee £200ish even though Its a house move. House move was then cancelled by BT and advised I would need a new account with a new 2 Year Fix. After this was done had a Openreach engineer contact me to install a new line even though one was already installed. Received a number of emails stating me I will.be charged £50.unless I return my kit which I am entitled to as a new customer.

    This company is a joke
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wouldn't NEVER recommend using BT broadband to anyone! Wanted to change mine from Orange to BT, phoned up and they told me they would be able to cancel my live box contract. The Bt hub arrived but didn't connect so phoned up and they said an engineer would be able to come out, who never turned up! Also turns out they never cancelled our current orange box and we are still in the same position we started in! BT ARE USELESS!!!!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Comments
    Totally agree with reviews on here we switched from sky to bt to save money, worst decision ever will run back to sky. Worst thing is even though bt not supplying what we pay for we cannot cancel without huge charges.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor due to line fault. Repeated connection failures.

    BT show little interest and will not check line without me agreeing to pay 'when' fault is found in my equipment. Review of line indicated to be in about a week maybe..
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor service, no respect for customer! When we changed to BT we explained that the line and broadband would b used for business and we need a guarantee of a reliable service. Today Ive been told that who ever set us up didn't put us on a business plan and that now we have to wait until Monday for a phone call (which I was promise to recurve today as the fault was reported yesterday) to let us know when problem will b sorted.

    So if you are thinking of changing or getting BT (BT infinity) don't bother! Go with SKY.
  • Reviewer
    Location
    Southbourne Dorset
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    They promised me broadband speed of 6-8mbps when I signed up, and I've never had more than 2mbps. 6 weeks later, still no closer to them even admitting there's a problem.
  • Reviewer
    Location
    Southend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Worst ever been with talk talk, and sky a lot better, then BT keep losing signal, worst customer service ever was off for 3 days and received £2.95 compensation, and you get nowhere with their customer services like talking to a brick wall, and also but prices up after 3 months, which I don't think should be allow whilst in contact, AVOID
  • Reviewer
    Location
    Southend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    AN expensive mistake on my part to take on what quickly proved to be very unreliable broadband. Same old BT arrogance - 'we know best, ignore the customer, buy the new router'. I can't wait for contract to end so I can put them out of my misery.
  • Reviewer
    Location
    Southend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely ridiculous service. I have been with BT for years. Recently I decided to change providers because the cost of their service is just ridiculous in comparison to other similar services. After switching provider to the Post Office I received a call from a BT customer support agent. The agent promised me a reduced price at £20 and included a £50 gift voucher to keep me to stay. After 3 months, still no sign of the gift voucher and emails about it ignored. The price has gone up to £24 without any warning. Avoid at all costs.
  • Reviewer
    Location
    southend on sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have just moved over from Zen internet which was 100% reliable, but limited to 2 meg speed to BT business. I now get 120k download and trying to get any sense out of BT is utterly impossible, they have always had a reputation, but naïvely I though that they had improved. Each time I get through to them, they promise action, but each any every time they let me down. So now I'm stuck, with a "virtual dial up connection speed" and nowhere to turn. So dont be fooled, they were bad, they have a bad reputation and more importantly, they are still as bad as they have ever been. I would steer clear like the plague.
  • Reviewer
    Location
    southend on sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Infinity 1 installed on Friday. Over the weekend had problems with access and internet stability. Phoned help desk and was told it takes 48 hours to settle but they would monitor my line. Phoned again on Tuesday because the problems persisted. Connection speed 5Mbps. Told that my order was still open which could cause slow internet and that someone would phone me. Phoned again Wednesday as no improvement and no phone call as promised. The help desk put in a fault and said they would monitor the line. I told them they had promised that on my first call but their records did not reflect that. Also no record of the promise to phone me. I now have to wait for a call within the next 48 hours to let me know what they are doing to fix the problem. I am willing to place a bet that they will not phone me. I told them I will not be paying for the internet until it performs as advertised.
    The advertised offer also CLEARLY stated BT SPORTS with BT infinity 1. After installation I was told it was only BT SPORTS LITE and if I wanted BT SPORTS I would have to pay an extra £5 per month.
    I deeply regret changing my internet provider and will cancel my BT contract if they fail to improve service.
  • Reviewer
    Location
    Southend on Sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    So fed up with the broadband films buffering and always going down.
    Wish I had gone else where now.
  • Reviewer
    Location
    Southend on Sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    So fed up with the broadband films buffering and always going down.
    Wish I had gone else where now.
  • Reviewer
    Location
    Southend on sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful I wouldn’t recommend BT to anybody
  • Reviewer
    Location
    southend on sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    upgraded today from standard broadband to BT you view with a new hub.I now have no internet, no tv and no back up from these idiots. How bt can be allowed to keep trading is beyond me. Every dealing I have had over the years has been appalling. scum of the earth
  • Reviewer
    Location
    Southern England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    We've been with BT phone and broadband for two years. Our package is 10GB broadband and anytime calls. Most of the time, everything has worked fine. Our contract is soon due for renewal, so we've tried to haggle a new deal from BT. We're currently paying £33 a month. They could offer nothing better, even though we quoted what other providers could offer. Having read the dreadful reviews about other providers, we have no idea who to go with now. So many folk seem to have problems.
  • Reviewer
    Location
    Southport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had some issues with customer service in the past but picking up the telephone to call someone will get you much better service than live chat. Reliable service and speed. My price went up after 18 months but a quick phone call telling BT I'd found a better offer elsewhere and they brought my price down by more than half price a month. Highly recommend.
  • Reviewer
    Location
    Southport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Recently stopped sky and got bt over the air thing, the customer services were excellent, no hard sell, quick answer and told me about home essentials.
  • Reviewer
    Location
    Southport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    We have been without broadband for 6 days as BT disconnected are connection after we asked to change provider! As offcom say your provider should keep you connected until your new provider take over. BT have broken the terms and conditions of our contract and we are still waiting for a call from case management but we have been told this can take up to 48hrs! Considering they are a multinational telecommunications company trying to get them to put this right is impossible please take note of this comment as they should not be able to get away with this service and we will be handing over our complaint to Ofcom
  • Reviewer
    Location
    southport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I'm disgusted with BT at the moment my overall satisfaction is making me want to move to a different broadband, as soon as i possibly can. my bill is only supposed to be 43.00 and has gone up to 67.00, however i did go over the time limit on the phone. though this does not amount to the amount of money i have to pay. this has gave me much trouble and instead of my bills being 50.00 they have now gone up to 60.00, im not prepared to pay this amount of money anymore.
  • Reviewer
    Location
    Southport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have had nothing but trouble BT Broadband and Phone. We have it in our holiday home and every time we come there is a fault. In July when we came we had been disconnected for no other reason than to put a new line for the van next door. Over three weeks it took them to put the line back on, by which time we had to leave. We came back this week and there is still a fault, we are having to use the hotspot. Every time we phone it takes a week for them to respond. We had a bad response from customer complaints it took over a month on the phone before we could get any compensation for loss of use. Can't wait till Christmas for the contract to run out and try some other company. If we could score zero stars thats what they would get from us.
    Harry Banks Southport

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.