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)

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.

3,098 Customer Reviews over 78 pages

  • 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
    Hebden road, Haworth
    Reviewing
    BT
    Date
    Comments
    Changed to BT A Month ago.Afterbeing with BE THERE FOR 3 YEARS+ SKY Took them over, We were getting 18/19Mb minimum & ocasionally 21Mb 16msec. ping Upload was 1.22Mb.This account was in my wifes name,Which became a problem when SKY tried to charge extra for NOT being a SKY TV,or Phone package customer,my Son was but once set up said it was not possible to combine the 2 accounts, even after thretening to cancel the TV Package. they did relent & dropped the b/band to £5 per month for a year.Because of there dictatorial attitude & service dropout at random. She Canseled at year end.I then moved to BT knowing what my line speed was capeable of I was confident to get the same or near speed after 5 weeks of complaining my best speed is 12Mb download & at worst 0.18Mb on an evening, this lowest has improved after all my complaints, I am still very dissatisfied & still wanting what We got 4 years ago down the same phone line. They do not seem to care I have been a BT customer for more than 50 years.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Comments
    BT is an utter disgrace. I left them after 2 years of truly awful service and total indifference from their staff.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Cant even open a web page even when no one else is using the internet, rarely is useable
  • Reviewer
    Location
    Swansea,UK
    Reviewing
    BT
    Date
    Ratings
    • Speed
      1 star
    Comments
    Service liable to cut off,even told network is busy yet I pay and only get low speeds,so presumably my low speed connection is cut off while others paying the same but with more than 10 times my connection speed are getting service.
  • Reviewer
    Location
    Northern iteland
    Reviewing
    BT
    Date
    Comments
    Not even worth one star absolute disgrace set dates for activation no engineer comes they continually have messed order up cancelled and re ordered apparently that’s their process for me has happened four times in a month and with that comes another arrival of new equipment and their bill. I have been left lots of equipment I can’t use and been without broad band service for over a month just received another delay confirmed today . if u wise avoid bt and go elsewere
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Comments
    Hmm how do I start.
    I can truly say with 100% conviction that I have never had such a bad experience with any service ever.

    I decided to join BT after being sucked in by their adverts .
    I signed up to BT and was told we would be connected and ready to go on the 3rd of the month . The broadband router came as planned on the 2nd and I was excited to get it set up and running the following day . However the 3rd came and went and still had no connection . I phoned BT on the 4th to ask if there was a problem to be told that they had had a fault on their system and it would now be a further 5 working days until we would be connected . I wasn't over the moon about it but I'm a reasonable person and understand that mistakes are made and they were going to sort it as quickly as possible . The staff at this point were very apologetic and assured me that we would be connected in the 5 working days .
    11 days past and we still had no connection so once again I phoned BT to see what the problem was .
    This time I was past around from department to department all in a non U.K. Call centre where all my questions were answered from a well read script . I felt like I was speaking to a politition every time as my question was never actually answered . After asking to speak to a manager I was told that a new connection date had been set for the 25th of the month to which I said was completely out of the question and asked again what the problem was ? This seems to be a question nobody in a BT call centre can actually answer .
    After a lengthy conversation that was clearly going nowhere I said I wanted to be connected that day or not at all and there the conversation ended and a phone back was guaranteed . Thus being the second phone back I was promised ( the first one never came )
    I did however get a call back at half 5 that evening to be told that all they could assure me of is that The 25th would definatly be our connection date but they could review it on the 17th .
    After having enough I went ahead and cancelled the order and phoned virgin to be told they can have me connected in 3 days .
    We are now happily connected with virgin and now all that remains is a refund from BT and an explanation as to what went wrong and why a massive company like BT can mess people about and treat them so very badly .
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Comments
    Awfully disappointed with the dreadful service. Tried to set up a line for SIX weeks but hindered by a series of BT's mistakes. They only know how to apologise but will not compensate in any way. I do not recommend starting with this unhelpful company.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    An absolutely appalling company, with absolutely NO chance of any contact with a human being to be able to talk to! I DONT want to talk to a machine over and over, press this number, repeat that again.... Blah blah blah!
    DO NOT use BT if you suffer with any form of heart complaints!
  • Reviewer
    Location
    newcastle
    Reviewing
    BT
    Date
    Comments
    useless..dont bother you have the same issues failing to load crashing jerking you name it and how they can allowed to claim all the champion league is a disgrace with this standard of performance
  • Reviewer
    Location
    pelsall
    Reviewing
    BT
    Date
    Comments
    poor customer service, signed up from broadband 4 days later still waiting to be connected.
    poor customer service and non existence of communication, please, please, keep away from BT.
  • Reviewer
    Location
    Isle of Dogs
    Reviewing
    BT
    Date
    Comments
    The worst company that I've dealt with. I've tried to create a contract with them, and because three of there call centre lied over the about my order, the order was not process, even if they said that it did. I spent 5 hours over the phone with them and rising complains, and as a solution they offer me to install just phone line and after that to order broadband with speed between 1-3 Mb/s, in 2017, in Isle of Dogs. They are an embarrassment for UK.
  • Reviewer
    Location
    Runcorn
    Reviewing
    BT
    Date
    Comments
    WORST BROADBAND EVER!!!!!!!

    I am paying £35 a month and only getting 0.31 mb download speed!! This is a joke, went on online chat and she disconnected me before I solve my problem!!
  • 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
    Reviewing
    BT
    Date
    Comments
    I would not give even 1 star. Horrible customer service. Do not deal with a complaint either. Wasted hours on the phone with them to find out that they have no idea what happened with my order, transfering to all departments where one person state that the order was cancelled and the next person telling that is still active. Wasted hours last week. AVOID!!!
  • Reviewer
    Location
    Wormegay
    Reviewing
    BT
    Date
    Comments
    Broadband here is unreliable cannot download too far from the main system. Understand new wiring is being looked at
  • Reviewer
    Location
    herefordshire
    Reviewing
    BT
    Date
    Comments
    I have to re start several times each day as the system cuts out
    Streaming services are often a challenge, the picture either freezes or cuts out
    As an old loyal customer I cannot access the cheaper offers aimed at new customers
    If I want to alter my package I have to sign up for a minimum of 18 months
    No one at BT can tell me when new fibre optic options will be available in my rural area
    The only positive is that they are not Talk Talk
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Comments
    I would give minus stars if I could!
    Worst customer service I have ever received!
    Charged me £90 a month. It was supposed to be an amazing deal for roughly £27 line rental and £7.99 for 10gb. There is no way I could've possibly gone over the usage by that much when I use my phone GB most of the time and I have a full time job away from home!!
    They're still charged me £90 a month for the last two months that I've unplugged the box and changed it with a Sky box. How could I have possibly used it then?!
    Apparently they're well within their rights to do this?!
    They're still charging my line rental when I'm paying it with Sky already it I have to pay a cancelation fee of another £90?!
    Do not go with BT. The customer service was terrible and so unhelpful. I spoke to 4-5 people in the space of 2 hours and apparently they couldn't give me a call back. So it cost me even more money to find out that I can do absolutely nothing and get absolutely no refund. They sounded so smug at the end of the conversation like they were about to burst out laughing!
    My friends and family are shocked and will be leaving BT once their contract terminates.
    I will pass this message to anyone and everyone that I possibly can.
    I am outraged.
    Thank you BT for 10 months of hell!! Another 2 to go!!

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.