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 2846 customer ratings since 2021-08-14 (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.

3,298 Customer Reviews over 83 pages

  • Reviewer
    Location
    west midlands
    Reviewing
    BT
    Date
    Comments
    the worst company in the world to deal with,had no broadband for 2 weeks now keep being told its being sorted then the date moves.non existant customer service,why cant tey just send an engineer out like the old days and bedone wth it, corporate greed is all it is.ive cancelled my direct debit see you in court
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Comments
    disgusted by all service with BT won’t give them a rating for anything, they just fob you off when you have a problem
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    BT
    Date
    Comments
    Do not use BT.
    Had nothing but issues with them from the start.
    They constantly put up prices too.
    Every time there is an issue I have to call them so many times and even then it’s not sorted out. They recently sent me a free upgrade on broadband hub but didn’t tell me they’ve restarted a 24 month contract. Shocking company. From January 19 I’ll be paying £50 per month until July 2020. If I cancel the contract I’ll have to pay. When I query anything they have said they say we informed you which they DID NOT otherwise I wouldn’t have accepted the FREE upgrade. I definywould not recommend BT!
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Awful customer service from the call centre!! So rude was hung up on after asking very nicely to speak to someone who spoke English as they're call centre is based in India and couldn't understand. Such slow speed! And now they are telling me to get a booster and pay out another £30 after going over phone contracts numerous amounts of times as the wifi won't even reach 3m away. Would defiantly not recommend them!
  • Reviewer
    Location
    Tiverton
    Reviewing
    BT
    Date
    Comments
    Bt isamsung my worst nightmare. I am so sad to be dealing with them. Everyone be careful and read the reviews. I wish I had read them before I took out this contract
  • 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
    Kings Lynn
    Reviewing
    BT
    Date
    Comments
    Approximately a year in contact and all I can say is a year of poor service. First months spent complaining of connectivity but my husband gave up. We get cut off all the time, on acsessability to customed downloads!! Why I ask? Do not choose this provider. I’m so frustrated as my husband has to use his 4g in the house to access email. This can’t be right. Help or advise needed!!!
  • Reviewer
    Location
    Farnham
    Reviewing
    BT
    Date
    Comments
    Absolutely awful..broadband slow customer service unhelpful i changed back to bt thinking it would be better but i was wrong..i received my bt hub and the next day i get a bill for over £50 ..for what i asked and they said that it was my monthly bill..absolute joke.000000 review
  • Reviewer
    Location
    Lower Trennal
    Reviewing
    BT
    Date
    Comments
    Download is 1.3 Max 0.93 at present. Sometimes unrecordable. Impossible to use I Player
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Comments
    Waited for 2 months with no internet, spoke to the clueless and useless customer service team about 100 times to no avail. Eventually cancelled and they refused to refund me. Complete waste of my time and a huge loss of earnings for me, as I'm a writer based at home. Wouldn't recommend to my worst enemy; a worse service would not be possible.
  • Reviewer
    Location
    horsham
    Reviewing
    BT
    Date
    Comments
    please, please, please do not sign up to BT. The customer service if utterly shocking!!! I have now been without a phone line and broadband for days. I have wasted hours of my time trying to sort it out. You get through to an Indian call centre and communication is sooo frustrating. I can't understand what they say and they can't understand me. You will constantly fobbed of with "we will connect you to a different department" or "it will sort itself out tomorrow!" But it never does. I have tried everything to leave BT but we are tied in for a year - I am even considering just taking the hit. In summary no one cares, no one is interested in actually helping you and if you don't want to feel like there is just no hope then go to another company.
  • Reviewer
    Location
    Beckenham
    Reviewing
    BT
    Date
    Comments
    Dont even consider BT...useless.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Comments
    I came from Tiscali which was bought out by talk talk the service went rapidly down hill 6 years. B.T have poached me away with a promise of excellent broadband and all the time it was they who refused to repair their systems. there is always the threat of pay for their repair personnel this wrong and ofcom should do something about this, the only systems outside of theirs is the router all else belongs to B.T we have been with B.T 39 years altogether, it is like others have already stated talk to your self when it comes to service. they were going to send me a new router 6 weeks ago still waiting!
    this company is so large they could not care less for their retail customers I doubt the trade customers fair much better as I Wrote, I was with talk talk I have come to learn it wasn't them. I have had 6 B.T engineers out fixing faults all outside of the house all within 12 months of their contract when the contract is up they will see the end of 41 years of a loyal consumer I will throw all of their equipment outside of the house. yes I know you can never get rid of them but it will make me feel better Derek
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Comments
    Very unhappy with connection quality and customer service.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Complete and utter horsecrap. Can't go one hour without complet spikes and lags and disconnections on whatever I am on. PC, gaming console and even my phone. Terrible.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Comments
    Absolutely atrocious and abysmal service. Please for the love of God go somewhere else. Reliability non existent. I'm paying for 70mb broadband and get 2mb speeds over the wifi at about 20 feet away. DISGUSTINGLY BAD
  • Reviewer
    Location
    Stroud
    Reviewing
    BT
    Date
    Comments
    They do not ever help with anything my broadband always cuts out and i'm supposed to be on the best package they have got. not amused tonight my internet has lagged out 30+ times in the last hour this is a daily thing and i cannot wait until i can change provider. DO NOT GET BT!
  • Reviewer
    Location
    Wrightington, Wigan
    Reviewing
    BT
    Date
    Comments
    Had ADSL as a small business user since it took over from dial-up, 17 years? Originally with ZEN who were excellent. Moved to a basic BT service to access wireless hot spots using own router. Worked fine. Was persuaded to take Infinity 1, our on-line world collapsed, 2 defective HH5s, 7 days later moved to new TP-LINK VDSL Router which was stable from the word go. Truly abysmal technical support from India, if you can 'get through' in any sense of these words. Incompetent staff and supervisors, promised call backs that never materialised, inordinate delays, replacements that take 3 business days to arrive (Amazon Prime 1 day). A thoroughly discreditable performance and speeds currently a fraction of those promised! What can I say, go elsewhere!
  • Reviewer
    Location
    Blackpool
    Reviewing
    BT
    Date
    Comments
    I was told my broadband would be on on the 21st of October it never happened phoned on Monday to say it was cancelled ? and was told Thursday Thursday came no broadband phoned again was told the 8th of November so told them to cancel then after much persistent promises to put it on next day I said ok only for next day to be told no it's 8th of November so after been put through to the complaints dept twice and cut off I cancelled I was promised compensation but no one phoned regarding this which was told they would I have lost loads of work as I rely on Internet for my work it is an utter disgrace and should be looked into I will be writing to the obdusman as it's utterly disgraceful to treat customers like this
  • Reviewer
    Location
    Lancashire
    Reviewing
    BT
    Date
    Comments
    Couldn’t tell you about the reliability or speed as i have been sat at home for 2 and a half months without wifi. This is the second or third time we have been let down now . Told that an electrician is coming between 8-1:30 so we stayed in from work so that we could get wifi as my daughter has been complaining she has to go to starbucks to do her schooo work etc. Unacceptable no reason and no date for when they are coming just didnt turn up. I have spent about £100 in extra costs on data and starbucks in the last 2 months not ok.
  • Reviewer
    Location
    Newark
    Reviewing
    BT
    Date
    Comments
    I have rated them 1 stat as I couldn't put 0. This was my the worst ever customer service experience. I was moving my house and need to change my phone and broadband provider. BT had promised me to connect the service on the 12th December. Then I was called that there's a delay and phone line will be connected on the 20th December and on the 21 I will be called when Internet will be provided. There was no signal on the 20th and on the 21 I called the "lairs" from customer service and I was told that there was an error and I need to cancel my order and tomorrow they will placed a new order. I called BT on the next day (22nd) and I was told the same. They need to cancel my order and tomorrow they replace a new order. On the next day (23rd)I called BT to ask for a day of connection and I was told that due to an error they need to cancel my order... Then Christmas came. After Christmas 27th I called them to ask when... and I was told that due to an error they need to cancel my order... so guess what is going to happen tomorrow. Nothing was true what I was told. If you have an option to choose a different broadband provider please do it as BT will lay to you and never keep the promise.
  • Reviewer
    Location
    Chesterfield
    Reviewing
    BT
    Date
    Comments
    Can't wait to get out of this contract. The worst customer service ever experienced
  • Reviewer
    Location
    Penzance
    Reviewing
    BT
    Date
    Comments
    Appalling customer service. Been without broadband for over a month now. Mistake after mistake. Avoid at all costs
  • Reviewer
    Location
    Scott
    Reviewing
    BT
    Date
    Comments
    I rang BT to cancel my 80 year old mothers broadband service as she no longer used it - suprise suprise a week later they cancelled all her services!!!! So she had no phone line, I don't live locally & had no way of contacting her. I spent an hour & half on the phone to BT trying to get this resolved. Despite this being their error they were unable to reinstate my mothers account, insisted the only way to get a phone line was to order a new one which could take 48 hours, with a new telephone number. They then wanted to charge £50 for the line installation, have subjected her to a new 12 month contract. I have never experienced such downright shoddy, & exceptionally unhelpful customer service. They make an error but they penalise their customers for that error - what a joke!!!! They have no concept of what customer service entails.
  • Reviewer
    Location
    manchester
    Reviewing
    BT
    Date
    Comments
    absolutely shocking left sky 2 weeks ago and still can't get wifi in house engineer coming tomorrow what a disgrace. no problems when i had sky internet.
    still in my 14 day period will be cancelling if engineer does not get this fixed. b,t. you don't deserve any star ratings for a shocking service.
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Comments
    The WORST I've ever been with.
    Connection keeps dropping which is a HUB5 Firmware fault, but the stupid INDIAN call centre wont have it.

    Just had some woman on who I had to say stop shouting down the phone at me, didn't she realise I'M THE CUSTOMER!!

    They want me to pay £68 for the new hub out. I said Why am I going to pay for a decent broadband, when I'm ALREADY paying for a decent broadband.??

    Can't get out of the contract either unless I pay the £220.

    Friggin unbelievable
  • Reviewer
    Location
    Uxbridge
    Reviewing
    BT
    Date
    Comments
    I have been without BT broadband for three days and there is no end in sight for when it will be restored. There has been no communication from BT. Only digital options on the phone. No human being. I gave my mobile number for them to send a text when it is up and running. They have not used it to apologise or explain the situation. We should receive a refund and compensation. At the very least they should send out a letter to those affected. The customer service is absolutely appalling which adds insult to the inconvenience.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Comments
    Tried joining BT but they cancelled our order for no reason so now we have to wait. Customer service trying to deal with their mistakes was appalling (happy to try and sell you extras but unable to rectify basic problems). Would not go near them.
  • Reviewer
    Location
    manchester
    Reviewing
    BT
    Date
    Comments
    worst customer service ever had.
    I was set up twice by the bt engineers and installation date was changed without letting the client know.
    Had spend hours on phone with them but seems they didn't actually care.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Comments
    I've been with BT for 21 months now (forced due to them owning the FTTP or something on this new property). For those 21 months, we've had terrible wifi connections and speeds even though it was the 150MB deal and the devices would keep disconnecting continuously. Today I spoke to Elle from customer service who has not able to offer anything remotely competitive to competitors including their own new customer offers. She also was not honest about prices when asked and gave old prices as supposed to current deals and was not honest about what day I could cancel my contract whilst providing 30 days notice and not incurring any fees.

    Overall terrible experience and would not recommend to anyone.

    Even 1 star is unfair to the star itself!
  • Reviewer
    Location
    Gloucester
    Reviewing
    BT
    Date
    Comments
    Very first two weeks of my contract I was without internet or phone because they couldn't be bothered to send an engineer out to the outside pole. They were adament my connections were fine. After several calls to them they sent an engineer out telling me it was my error and I would have a hundred odd charge. Turned out my lines were still connected to previous occupants provider lines not BTs. Also have called several times and claimed 3 times for the marks and spencer vouchers I was owed with the deal. Six months later ... still no vouchers. I have had 3 emails to say im not entitles to sainsburys vouchers because I needed to apply online amd be a new customer????? I was a new customer and I DID apply online and im not applying for Sainsburys vouchers. My deal was marks and spencers. Ive rang about this lots now. I Give up! I don't recommend them sorry.
  • Reviewer
    Location
    High Wycombe
    Reviewing
    BT
    Date
    Comments
    I am beyond disappointed! There is a technical fault with my internet. Spent the whole day going back and forth and got incorrect advice. Told that an engineer would come to fix the internet between 8-1. No one came. I called to see what is happening and I was told first that the appt was cancelled. Then I speak to the manager and he tells me that they didn't actually book it properly. So I spent most of my day waiting for nothing. Now they cannot fix the fault until Monday. What a joke. Will be going with a different provider for sure.
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Comments
    Would NOT recommend BT AT ALL!!!! Money grabbing!!! Don’t look after their customers get them into a contact to TRAP!!!!!!!! them. Their an absolute joke. Asked to contact me through post if any changes so I can have that ‘30’ day cancellation time but nope still contact me through email knowing fullwell I don’t use it and I just gave it to them to sign me up with. Now they have emailed me NOT sent me a letter through post. Trapped me now but you think I’ll EVER come back you’re having a laugh. To the staff on the phones keep working for a joke of a company
  • Reviewer
    Location
    Lancashire
    Reviewing
    BT
    Date
    Comments
    I current have BT fibre which is always losing connection. Engineers have been and they are okay but never solve the problem long term. The BT sports are always bad quality and never working as they should. Cannot wait until my contracts up in July to leave this awful company!!!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    No Stars!! It's rolling into day 12 and still no fix on our broadband. We have had a working service for around 50% of the time we have been paying for the services and the TV service is just as bad with the sports channels having never worked. I've spent over 6 hours on the phone. Without doubt the worst company I have ever had dealings with from a customer service perspective.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    I wish I had never taken out a package with BT. At first everything was fine. Then my broadband was always running at 3mb. I reported this loads of time and in the end the customer services put me on fibre costing me extra money. My bills where always higher than they should have been which lead to endless calls being made to BT. Alls they try to do is make you spend more money rather than resolving your problem. I have since changed to talktalk who i never have a problem with. The customer service is great and the broadband is out of this world. If your reading this you should take this on board. I was advised not to go to BT from loads of people and i wish i'd taken there advice.
  • Reviewer
    Location
    natalie cartmer
    Reviewing
    BT
    Date
    Comments
    absolutely disgusted upgraded my services to start on 19th after 2 hours on the phone. so on the 19th they cut my phone and briadband off completely after hours on the phone to india and promises of calls back from managets im still waiting. call them again they hang up on me. apparently they have no record of my calls! letter written to the ombudsman
  • 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
    York
    Reviewing
    BT
    Date
    Comments
    So far so good. I have changed over from the terrible direct save organisation. System is efficient and service is good. Having read some of the comments posted by others I am keeping my fingers crossed the good service continues. So far so good :)
  • Reviewer
    Location
    Co Down
    Reviewing
    BT
    Date
    Comments
    Paying for service not getting how can bt get away with this Takes 2 hours to get through to complain only to be told internet is working Do they think im stupid

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.