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
    3.2 stars
  • Customer Service
    3.2 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 2840 customer ratings since 2021-08-16 (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.

3,298 Customer Reviews over 83 pages

  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    They became frustrated when I asked a few questions about installing broadband. It was like they only cared about the sale and not giving information about the product. I hung up and called Virgin. BT is terrible. No one should use them as it seems they are only interested in taking money. Not happy, and will never use them!
  • Reviewer
    Location
    Rotherham
    Reviewing
    BT
    Date
    Comments
    We are currently paying for the top Infinity 2 Broadband package. Promise at point of purchase was for a minimum of 50.7Mb download. We have noticed for a while that this is not what we are getting (download fluctuates between between about 6Mb and 28Mb & there are times when we have no connection at all) & when we rang we were completely fobbed off & told they can provide whatever they want & that our contract means nothing. Customer service staff were very difficult to understand due to limited English & were very rude and insulting at times - I was asked whether I understood the number 17!!!! I decided to ring sales to try & change our package & the guy on the phone admitted that there is clearly a problem with our broadband & that it is clear that it is at their end. He also said that they had to provide what they promised. He sent an engineer (had to take unpaid leave from work) who confirmed that everything at our end was absolutely fine and that it was BT that had the fault. Nothing was fixed & again it all went off so I rang again & then we were told we would need a phone engineer this time. When I rang again they said it was pointless to send a phone line engineer as the fault was definitely with the broadband & we had had that checked out and our side showed no fault. The girl on the phone said our problem went way back & that we are loosing connection or speed upto 1000 times a day. After 2 more weeks of monitoring it she rang on Friday to check the speed - her response was "that's brilliant" when I said we have 4 Mb download. When I questioned why she thought it was brilliant she said it was because its working fine!!! Anyway she rang to check on it again today & was surprised that I was upset because we are still no further forward. She is sending another broadband engineer to test everything all over again - another unpaid leave from work!!!
    Worst customer services I have ever experienced - been told I am "stupid", , they don't listen & have no interest in actually solving any problems. How do they get away with it?
  • Reviewer
    Location
    Bury St Edmunds
    Reviewing
    BT
    Date
    Comments
    Avoid BT like the plague and certainly DO NOT upgrade to infinity. This is the first time I have been compelled to write review. I am shocked and deeply concerned by the number of bad reviews BT are receiving at the moment - it doesn't give me hope my problems are going to be solved anytime soon.

    We were on the dial-up broadband for 18months, then decided to upgrade to infinity 1 with a special extra £1 offer. HOWEVER i wish i could turn back the clock and return to my old hub and package. We never had any problems before, speeds were ok and it never lost connection. INFINITY 1 has been problems from day one. Speeds are shocklingly bad it is constantly throwing us off. The first month the speeds never got past 4mbps, and were 0.2mbps past 7pm at night. I complained and they found a fault with the exchange. The speeds improved temporarily and could reach 25-30mbps (should be getting at least 46mbps mind!!)
    However 3 weeks on it is repeatly disconnecting us. We are forever restarting the hub or disconnecting /reconnecting to the wifi on the laptop. Just done a speed test and it was 8mbps! (8.05pm at night)

    It is so frustrating. The customer service is pretty shocking too - and it takes 10mins just to find a contact number on their website in the first instance. If you are not a bT customer - do not become one!!
  • Reviewer
    Location
    Lincs
    Reviewing
    BT
    Date
    Comments
    Its a rip off. The usage figures are fake and they also classify usage as up AND downloads so in effect a 10gb product is only worth 5gb in reality. Which means you can ONLY USE IT for web browsing and emails NO VIDEO/iplayer/BT Sport nothing or you will go over the daily usage in a few hours. Which means big penalties. google BT usage scam and the net is rife with people being ripped off in this manner. Its shocking they are allowed to get away with it. Customer Service is non existant, or any thats makes sense. Keep well away from the crooks.
  • Reviewer
    Location
    Derby
    Reviewing
    BT
    Date
    Comments
    Please do not sign up with BT. Was going to switch so signed to their service. BEFORE installation they took over £200 off me. When I decided to cancel before my service had started I have been unable to get this money back. They have had £208 from me which they won't repay me despite them saying several times they owe it me. Nightmare company. Avoid at all costs.
  • Reviewer
    Location
    U.k
    Reviewing
    BT
    Date
    Comments
    Where do I start? Ok, costumer service is shocking. We installed a BT tv box, booted it up and it kept pixelating. After getting onto the phone to them (about a 30min wait) they determined that the connection wasn’t good enough. That’s not good as our house isn’t made of stone, infact the upstairs floor is thin and all the upstairs walls are stud walls. What’s worse is that to move the router to provide the service they promised, they said we had to pay!! Ridiculous! Right, onto speed. I get anywhere from as low as 500kb/s to a high of 14mb/s. For example, I tried to download a package that was 8gbs, this took an hour. Ridiculous!! So overall, it is shocking. Why leave? I hear you ask. Well they’re scummy business practice means that we can’t transfer our emails. So we’re screwed. I put this review up to stop any of you from making the same mistake
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Comments
    DO NOT USE BT! When we signed up the contract it was stated as 29 pounds per month, sadly we didn't keep an eye on our account and just found out the past 15 months they have been charging us for 43 per month saying they upgraded our plan! No way to get these money back and this company will try everything to empty you pocket! Well, if you are already in this scam, keep an eye on your bills at all times! If not then leave while you can!
  • Reviewer
    Location
    Moy
    Reviewing
    BT
    Date
    Comments
    BT is an absolute joke and I have to wait two weeks later from original activation date for my broadband to work as BT cannot be bothered activating it for me. Each time I ring BT they keep telling me the same thing that there is a delay in my order also on the original activtion that the engieert never bother coming out. Now this has put a delay in my activation. I am very appalled and thoroughly disgusted at the service I have received from BT over the past few weeks
  • Reviewer
    Location
    North Somerset
    Reviewing
    BT
    Date
    Comments
    On the technical side, the broadband is very variable. Sometimes it is ok, and others so slow to be of no use. Worse, is their policy of charging as much as they can get away with, and trying to hide charges in over complicated bills. Plus really really bad customer care.
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Comments
    If you're looking to sign up to BT Infinity, don't waste your time or money. It is absolutely shocking how poor the connections actually are. I get better results from my mobile data which is pretty shabby in itself. All the new customer deals that they keep chucking out there seem very tempting but save yourself the soul crushing frustration and run, run far away from the decision to enter into a contract which the devil himself must have drawn up because being tied to BT is purely torturous. I can honestly say, dial up was better!
    If I could give 0 stars, I would
  • Reviewer
    Location
    darlington
    Reviewing
    BT
    Date
    Comments
    i don't recommend BT broadband, i didn't want to give 1 star i wanted to give -5. the speed that they say you're going to have its a lie, its slow very slow you can't connect 2 devices at the same time.
  • Reviewer
    Location
    newtown road awbridge romsey
    Reviewing
    BT
    Date
    Comments
    faults about every two months with line interference and slow download and upload speeds
  • Reviewer
    Location
    IP18 6SJ
    Reviewing
    BT
    Date
    Comments
    no stars for BT. Mind bendingly awful in every way. We have been battling to get our phone line to work for 5 years and the internet also which operates spasmodically so you can't get a refund. Each time we are fobbed off with the 'it isn't us its Open Reach' excuse. If you are lucky enough to get an Open Reach engineer to actually come at the time stated they say 'not us mate problem is with BT.' We are in a rural area with the new SUBSIDISED Rural Fibre option supplied to outside our gate but we are still being fobbed off and passed from department to department with no one taking ownership of the incompetence.
  • Reviewer
    Location
    Tameside
    Reviewing
    BT
    Date
    Comments
    What a shambles BT are I joined them early May 2016 to start with they had to set up 4 different set ups with me spending up to 10hrs on the phone speaking with what can only be imbeciles incapable of doing a job. 4weeks later I find they had set me up on direct debit 2 accounts after numerous phone calls I eventually got someone to see some sense. I set up my broadband on unlimited only for BT to keep emailing me costs of going over my as they say 25 meg which drove me mad. Now after all that my BT sport and sky sport I pay extra for has gone down completely after 1hr trying to talk to customer service and waiting one and a half hrs to speak with technical services which I never got through to I'm completely at my tether with this company so please please think twice otherwise unlike me spending the best part of 15 hrs on the phone you will go completely insane!!!!!!!!
  • Reviewer
    Location
    Sevenoaks
    Reviewing
    BT
    Date
    Comments
    not just for telephony, but for any paid for service these are the very worst
    cannot understand what could make a large utility provider get it so wrong.
    must a child at the reins; certainly not a grown up..
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Comments
    Bt is the apsolute worst broadband provider I have ever used, internet is slow and cant even get a connection 2 feet away, 100% not worth the time or money
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Comments
    BT is the worst internet broadband I have ever seen and the speed is very very poor and all other broadbands are better and faster and I will never recommend BT to anyone
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Comments
    In an age where most compete on service in some ways it is interesting to find an organisation that has true contempt for their customers.

    BT pines for the time when it was a monopoly and is genuinely bewildered by the concept of customer service.

    It has been 58 days since I was definitely promised an engineer visit to install my BT fibre-to-the-premises, I have been treated to 39 days of "executive level complaint handling" and I am absolutely no closer to receiving any service whatsoever from this organisation. They just cancelled a promised engineer visit yesterday because a pole is rotten. They failed to spot this when conducting a very much delayed survey.

    A couple of times a week I will get a "I am investigating what further on-going work is required" message but the only advance that occurred was when I sent them a photo of trees that had been trimmed as they are utterly unable to find this out for themselves.

    With executive level complaint handling I receive incompetence and unprofessionalism, it makes me wonder what you get with basic level complaint handling. Do they add arson?
  • Reviewer
    Location
    Crawley
    Reviewing
    BT
    Date
    Comments
    Awful in everyway. They've made 3 appointments and haven't bothered to turn up to any. Didn't ring to apologise. Want to make a fourth but refuse to guarantee attendance, they refuse to give exact time so I'm to wait in again from. 1- 6 pm. In my naïveté I thought they'd be sorry about not turning up 3 times but no they actually believe it's their right to turn up at their convenience . I've no email, no Bt vision hones hit and miss. Only constant reliable fact is that my bill is paid in full on demand. What's the definition of theft? The chairman is not concerned his company are fleecing customers or he'd contact and apologise. I even tried placing an ad in the Times for his attention, I intended paying but they didn't ring back. There's no way of contacting this" communication" company. I'm told we've got. .24 of a gig I don't know anything about tech stuff but one of my son does . I phoned them been on hold for hours, been in conversation with them 2.5 hrs at a time . So fed up don't know where else to go to get satisfaction.
  • Reviewer
    Location
    Ardgay
    Reviewing
    BT
    Date
    Comments
    We have a guaranteed 1 to 3 mbps with BT, however we struggle to reach 1, my wife cannot work from home as it is so unreliable. We pay around £56 a month for a service that we don’t get.
    BT have refunded money when we have contacted them to state we are less than 1, they have sent an engineer but because the engineer has not provided enough information BT do not believe what I am saying.
    I am trying to leave BT but they are trying to charge over £700 to leave the contract even though their contract states that if I do not get at least 1 mbps the contract can be cancelled with no charge. But due to their own staff not recorded information correctly I am trapped paying for a service I don’t get.
    I spent 1 hour 5 minutes on the phone today and I am no further forward. BT awful broadband in the Scottish highlands even their engineers state this yet they still charge and when you try to leave they try to bully you. My mother in law even raised the broadband and Wi-Fi coverage in our area with our MP, it was raised in parliament yet BT still carry on charging people without being able to provide a reliable service.
    An absolutely shocking customer service from BT, no doubt the big company will no doubt bully us into keeping their inadequate service and we at the remainder of our contract.
  • 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
    Warrington
    Reviewing
    BT
    Date
    Comments
    I would give 0 stars if I could! I Have never dealt with a worse company. Iv been waiting 8 weeks for my broadband to be installed and set up! Iv been changed money for a service that I havnt got! Everyone I have spoke to on the phone either passes me to another colleague or a different department! I wouldn’t recommended this company at all. Honestly awful how is 8 weeks for broadband acceptable to someone and payment taken!!
  • Reviewer
    Location
    Lancaster
    Reviewing
    BT
    Date
    Comments
    Would have given 0 stars.
    Had an order placed by them and they put me on infinity 2 despite only being able to get a maximum speed of 21mbps at an extortionate price which subsequently put me in a new contract. On a good day the best speed achieved is 11mbps and that was at silly o'clock in the morning. Constant buffering, umpteen faults on the line resulting in being unable to make calls or go online. Having extra services added that were not wanted or requested and then having a battle to get them removed. Passed from pilla to post with no one taking responsibility or ownership. Will no doubt need to take the issues to ADR and ombudsman.
    The TV package isn't worth the cost, now tv and Netflix combined are better value for money.
    My advice is to get service from a more reliable company that has great customer service
  • Reviewer
    Location
    Wisbech
    Reviewing
    BT
    Date
    Comments
    2016 - just signed up with BT broadband BIG MISTAKE

    They want to charge me £170 to cancel the contract !
    My speed is only 1mb ! And I only get 10 gig per month for £5, when you try to upgrade to unlimited they tell you it's £18 per month and you won't get a speed increase ! So it's not unlimited then is it, I know people who can download in a couple of hours what takes me 1 week !

    Also the customer service is terrible, they email you but you can't email them back, you have to call and they are of no help.

    £170 to cancel I've only been with them 20 days.
    MY ADVICE IS STAY WELL AWAY FROM BT
  • Reviewer
    Location
    Bangor
    Reviewing
    BT
    Date
    Comments
    I cannot give any stars to BT, I have been with BT well over 40 years and I have seen the service from BT deteriorate. When I first purchased the super fast Broadband I was getting speeds of 74mbs but now I am lucky if I get the guaranteed speed of 36mbs but the WOW in this I can if I am lucky get a max of 42mbs, what's that all about?. if you look at the value of this service that I am paying for then I am paying twice as much for just on half the speed from my original contract. I have raised this issue with BT on a number of occasions just for it to fall on deaf ears. And another big bug bearer is that they have installed the main box in my bathroom where this high moister level?
    I am looking at an alternative supplier.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Comments
    keeps disconnection, support rfuses to help or to refund
  • Reviewer
    Location
    Taunton
    Reviewing
    BT
    Date
    Comments
    Nil Stars.

    Utter, utter crap. So slow we can't download music, watch catchup TV, or surf the web without interruption. Advised that we should not use wifi but ethernet!!! Livid. Been totally screwed by BT. Only one computer on at anyone time in our house and even then it fails. Grrrrrrr! Totally rubbish customer service. Signed up to a contract and feel totally trapped.
  • Reviewer
    Location
    Wirral
    Reviewing
    BT
    Date
    Comments
    BT Broadband is by far the worst service I have ever had. Thier speeds fluctuate from 2mbps to 50mbps constantly and very often disconnects you completely. After 5 days of no internet and numerous tests We had a new hub,which they charged us £50 for and still nothing. When an engineer arrived he found we had been disconnected from the green box in the street. No apology no compensation. It's a disgrace.
  • Reviewer
    Location
    stoke golding
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Although I am grateful that we have broadband,the speed jumps around like crazy.Some times of the day and weekend,you could pull it with a piece of string between your teeth faster.It makes gaming almost impossible.Almost as bad as dial-up.
  • Reviewer
    Location
    Burstow
    Reviewing
    BT
    Date
    Comments
    Absolutely atrocious. They do not give a damn about the rubbish service they provide or the inconvenience and stress caused to the customer. Avoid at all costs and use a competitor. Three weeks after having equipment delivered we are still without tv channels or adequate WiFi. We have taken days off work at cost to us, for various engineers to come out. They haven’t fixed the problem but BT have still charged us £54.00. We have called customer services at least 15 times, again at cost to us. They refuse to compensate us for wages and time lost or refund us the £54.00 they have charged us for services they haven’t provided. This is actually fraud but again they don’t give a damn. Direct debit now cancelled and equipment going in the bin!
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Comments
    Had no broadband for a week-BT seems totally ineffective in dealing with fixing it.Waiting for someone from Mumbai to ring.Cannot contact a BT person in uk. Have now contacted MP to see if he can help.Have to go to localpb and read emails there and run business Customer care of BT a total shambles.
  • Reviewer
    Location
    herefordshire
    Reviewing
    BT
    Date
    Comments
    my broadband speed used to be 1.4 its now down to 0.23 . bt are supposed to have made the exchange a fibre optic one so the speed should go up not down . absolutely useless !!!
  • Reviewer
    Location
    north Wales
    Reviewing
    BT
    Date
    Comments
    Don't deserve ratting they are awfull in every respect on leaving this terrible broadband provider try to charge me to keep my E mail address seems like spite if you ask me , no problem thou is was worth changing even thou it took a bit of time never ever would I recommend this supplier
  • Reviewer
    Location
    England
    Reviewing
    BT
    Date
    Comments
    Disgraceful service. After it took 4 months to get set up my suoerfast fibre broadband runs at 39mps when it works. It's now been off for a week. Rang BT and the first two people I spoke to denied I had an account with them with one even asking me to double check that the hub said BT. Wow.
    The 3rd person said it was a fault inside so an engineer had to come out. This was the 5th time an engineer visited as as always they come 5 minutes before the end of their slot. He was their 5 minutes and said no it's an outside problem. So now I have to have another appointment with open reach.
    If you complain they don't ri g you back, nobody knows what they're talking about and they generally couldn't care less. Terrible customer service and even worse internet which is saying something
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Utter rubbish. Broadband is glitchy and sometimes freezes when you have more than two devices connected. Customer service is a joke. Even if you get through to a good person they are not empowered to help you. And watch out for random charges on your bill. I have had ot have items removed several times before paying it. They also add extra charges to your contract over and above what was initially agreed without telling you.. If you read the small print it says they can raise prices at any time and you're stuck with it. The contract only works one way. If you decided to lower the amount you want to pay that wouldn't work! I also had a faulty plug on my hub. I called up to ask for a replacement and spent about 2 hours on the phone - 'you can't have a new one - ok can I use the plug I have from something else? - no that's not safe - ok can I have a new plug? - no - can I speak to your manager? - how can I help? Can i have a new plug? and so on... I never got a new plug... Cannot wait to leave them, it's just too much hassle having to deal with them.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    BT
    Date
    Comments
    Keeps dropping out making You tv unwatchable. Off shore call centre insist on trying to get you to waste your time changing settings on every single device, regardless of whether wi-fi or hard wired. 11 months left of putting up with a substandard service because of effectively zero customer service.
  • Reviewer
    Location
    Brentwood, UK
    Reviewing
    BT
    Date
    Comments
    I’ve had a scheduled and confirmed appointment for the engineer to arrive and install my wifi on the 27th September between 8am-1pm. Like a moron i got up early and eagerly awaited for their visit. After 1pm came i called BT up and was informed that my appointment is now on the 30th and that the next one available if i can’t make that one will be on the 11th october.

    I was not contacted in any manner to be updated about my appointment. Not by phone not by email or otherwise.

    When i called the agent on phone she just kept spinning circles in conversation wasting even more of my time basically just repeating in a million different ways there’s nothing i can do and no way i can help you.

    So now i have no choice but to be home Thursday and lose out on a day’s worth of money at work or otherwise wait like a jackass for another 2-3 weeks for the next appointment. Great. And I already had this date booked off specifically for this and lost money by not going to work.

    Not to mention i live in an area where the connection is so bad for both mobile services and internet that i had to step out on my balcony just to have the conversation with the agent that done nothing for me.

    They should make you aware from the beginning that the installation process will take a month or so instead of wasting your time and disappointing you when they don’t show up and rescheduled without any notice.

    I work online as well so the it might not seem like 3 days makes a difference but it does. I’m losing money each and every day because of it.

    And as i understand the wifi will take another 10 days to settle in after installation… i just pray to god the connection will be better than the service i was given so far…

    The salesman i spoke to was great very helpful when it came to understanding what I’d get and what I could expect and convincing to boot.
    I wish the customer service would match the sales force effort. Maybe that would actually give some service.
  • Reviewer
    Location
    Leicester
    Reviewing
    BT
    Date
    Comments
  • Reviewer
    Location
    Mildenhall
    Reviewing
    BT
    Date
    Comments
    Worst internet provider I have ever experienced. Internet has been down over 1 month. Bt has skipped 3 appointments schedualed to fix the internet.
  • Reviewer
    Location
    tonyoandy
    Reviewing
    BT
    Date
    Comments
    Iv just joined these idiots 2 weeks ago I went live. Iv had no emails or letters saying hello and what is what. I recived the broad band and done it myself they. And 2 weeks in they tried to take 61 pound out over my account with no notification and has left me over drawn I'm livid. I have rang the sorry excuse for a team who said it was a payment for the broad band delivery and broad band and line rental in advance. My bill is still due end over the same month March so that 160 pound bill in one month. And bills are paid in advance with I had no I didn't ov. Livid I played he'll on the phone to some one who can't speek or hear English very well I'm out over it and going take it furthe.

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.