BT Home 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.

How BT compares:

Typical Satisfaction
Typical Speed
Weaker Service
Typical Reliability

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Recent customer ratings for BT

Based on 9,954 830,880 customer ratings since Jul 2024 Apr 2009 ( )

Satisfaction

2.61 stars

Customer Service

2.92 stars

Speed

2.39 stars

Reliability

2.59 stars

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3,673 Customer Reviews over pages

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Reviewer

Jimmy Paschali

Location

London

Date

09/06/2025

Ratings

Satisfaction

1.00 stars

Customer Service

1.00 stars

Speed

1.00 stars

Reliability

1.00 stars

Comments:

Terrible customer service. Have spent nearly 2 hours on the phone over 3 conversations. Told to call back in 7 days as they cant access files. Called again told there is a problem with Broadband. Asked to call again. 3rd time had enough of waiting half an hour on the phone as they cant access their systems, asked them to call me back as soon as they have got into their system. 4 hours later still waiting. Ready to move to another supplier after being with BT for 40 years. what a waste of time.

Reviewer

John M

Location

Manchester

Date

16/05/2025

Ratings

Satisfaction

3.00 stars

Customer Service

2.00 stars

Speed

3.00 stars

Reliability

3.00 stars

Comments:

\BT is decent but could be better. The internet speed doesn’t always match what was promised, and it slows down at peak times. Customer service is hit or miss; sometimes helpful, sometimes slow. Streaming usually works well, but gaming and video calls can lag.

Reviewer

helen pitman

Location

devon

Date

19/04/2025

Ratings

Satisfaction

1.00 stars

Customer Service

2.00 stars

Speed

2.00 stars

Reliability

1.00 stars

Comments:

Just a terrible experience. I took the order out two months ago and it keeps being cancelled by open reach. the connection is poor. the hubs are just annoying with the flashing lights. never works. staff dont seem to know what is going on. no customer service at night or weekends/bank hols. for all the money they charge they give very little in return..... Openreach seem to be the boss. if they do not want to do something. they wont. BT is just a front for Openreach.

Reviewer

Miss S

Location

London

Date

04/04/2025

Ratings

Satisfaction

4.00 stars

Customer Service

3.00 stars

Speed

1.00 stars

Reliability

3.00 stars

Comments:

It is mostly okay. Customer service is great. The price is higher than I would like to pay. Speed is sometimes slower than it should be.

Reviewer

Fred

Location

Coventry

Date

04/04/2025

Ratings

Satisfaction

4.00 stars

Customer Service

2.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

When it works it’s great, but the customer service is terrible, they rip people off with out of contract prices unless you call up and pretend to cancel.

Reviewer

Alex C

Location

Brighton

Date

04/04/2025

Ratings

Satisfaction

4.00 stars

Customer Service

5.00 stars

Speed

4.00 stars

Reliability

4.00 stars

Comments:

Overall I am happy, although at times I do question if we are receiving the right speed as sometimes our tv lags. However for day-to-day use, including both of us working from home, we have no issues. Their customer account/portal isn't the best designed and at times I have had trouble finding what I need or pages not linking correctly or to where I thought they would go.

Reviewer

CharlesJ

Location

Newcastle

Date

04/04/2025

Ratings

Satisfaction

5.00 stars

Customer Service

3.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

My connection is extremely reliable, with only a few breaks in service over the years I have been with them (quickly fixed every time) and always meeting the advertised speed. The wi-fi hub also has an excellent range.

Reviewer

Yevhen Musiienko

Location

Brighton

Date

02/04/2025

Ratings

Satisfaction

4.00 stars

Customer Service

1.00 stars

Speed

3.00 stars

Reliability

4.00 stars

Comments:

I had the most terrible experience with BT customer support just now. A guy called Hassan just bluntly said it was "my problem" that I didn't do the paperwork on time and just threatent with debt collectors to collect the whole £261 of outstanding ballance. Then he just said that "he can't solve everyone's problems" altho he is working in a customer support which is kind of hilarious. And at the end when I told him that I had a terrible dispute with the landlord costing me tonns of money blod sweat and tears he just said that "It's my problem now" and that "He doesn't know where I've read the policy saying what I ask for can be done". I guess there is no policy about compassion and at least basic emotional intelligence within BT. I am pretty sure I would just pay that freaking bill if they wold not be so harsh and rude with me. But now I am on call for an hour or so trying to reach to his supervisor and can't do that. So while I am waiting I will just leave terrible review everywhere across the internet because that's exactly what you get when you don't want to talk to your clients. Terrible support. Don't use BT guys

Reviewer

Chris

Location

Cambridge

Date

28/03/2025

Ratings

Satisfaction

2.00 stars

Customer Service

5.00 stars

Speed

3.00 stars

Reliability

2.00 stars

Comments:

They're fine mostly, regularly wake to find the router has had an issue and nothing is working until it's rebooted several times.

Reviewer

Kim T

Location

Newcastle

Date

28/03/2025

Ratings

Satisfaction

5.00 stars

Customer Service

4.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

BT are an all round excellent service provider. A fantastic 'basic' price for low income families. Quality service that can cope with several devices at one time. Customer service are 2nd to none: friendly & informative. The REAL HARD WORKERS the ENGINEERS who go out in all weathers & VERY QUICKLY get you back online in RARE outages. Easy to navigate website will all the information & guidance you would need. They've 'had my back' for a long long time & I COMPLETELY TRUST them 5 stars!

Reviewer

Trevor W

Location

Manchester

Date

28/03/2025

Ratings

Satisfaction

4.00 stars

Customer Service

5.00 stars

Speed

4.00 stars

Reliability

5.00 stars

Comments:

BT has been reliable and the pricing has been fair but lately it has become a bit expensive in my view.

Reviewer

Location

London

Date

18/03/2025

Ratings

Satisfaction

3.00 stars

Customer Service

4.00 stars

Speed

4.00 stars

Reliability

3.00 stars

Comments:

BT are fairly reliable, although I think you pay more than competitors for the same service. The main reason I have stayed with them is I tried to change once but there was so much confusion and hassle involved (even though I used a switching service) that I decided I preferred to be with a less-good provider but still have internet than keep on pursuing the switch.

Reviewer

Marti.

Location

Liverpool

Date

14/03/2025

Ratings

Satisfaction

4.00 stars

Customer Service

5.00 stars

Speed

4.00 stars

Reliability

5.00 stars

Comments:

Usually reliable 24/7. Annually, try to increase price, but open to negotiation and therefore remain competitive. Equipment is good and service approachable on rare occasions I have needed it.

Reviewer

Oluwaseun

Location

Brighton

Date

14/03/2025

Ratings

Satisfaction

5.00 stars

Customer Service

5.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

BT Broadband offers reliable, decent-speed internet with occasional minor outages and customer service hiccups, but overall a solid, dependable choice.

Reviewer

Jenny T

Location

Worcester

Date

12/03/2025

Ratings

Satisfaction

5.00 stars

Customer Service

4.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

BT is reliable and customer service is good, my line rarely drops and speed is as advertised. I have no complaints.

Reviewer

John

Location

Portsmouth

Date

12/03/2025

Ratings

Satisfaction

5.00 stars

Customer Service

5.00 stars

Speed

5.00 stars

Reliability

4.00 stars

Comments:

The network connection is fast and they have reliable customer services that attend to your needs and that's a bonus.

Reviewer

Filomena

Location

Liverpool

Date

12/03/2025

Ratings

Satisfaction

5.00 stars

Customer Service

5.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

BT have provided us with good quality broadband since we switched. Download and streaming speeds are very good, never had any issues!

Reviewer

BT customer

Location

Cardiff

Date

07/03/2025

Ratings

Satisfaction

5.00 stars

Customer Service

4.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

It was easy to choose my new tariff, so easy I did it poolside on holiday. No issues with connecting or speed. When we had an issue due to previous homeowners' installation, BT same straight out free of charge to resolve the issue.

Reviewer

Paolo 24

Location

Greater Manchester

Date

07/03/2025

Ratings

Satisfaction

4.00 stars

Customer Service

4.00 stars

Speed

5.00 stars

Reliability

5.00 stars

Comments:

Broadband with BT in our village is slow anyway, but at least I get the promised speeds with very few outages. The signal and speed is good enough for most of the computer work I need to do, and for the use of our mobile phones. In addition, the use of an upstairs booster means that we have a good signal all over the house. Because I don't need too much from BT, I can't comment too much on the customer service , though, on the few occasions I have needed to contact them I have found it difficult to identify the right person or department, or to find staff who are genuinely empowered.

Reviewer

Kat

Location

Liverpool

Date

07/03/2025

Ratings

Satisfaction

4.00 stars

Customer Service

5.00 stars

Speed

4.00 stars

Reliability

3.00 stars

Comments:

Quite a significant expense but covers what we need most of the time. A few more drops and resets than I’d like but that’s tech I guess.