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 stars
  • Speed
    2.8 stars
  • Reliability
    2.9 stars

Based on 13417 customer ratings since 2018-12-11 (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.

2895 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
Strongly not recommending BT!!!
BT Breached all codes of practices and they simply don’t care!
Charging for the speed of 67 MB, delivering a speed below 11MB, insisting to get me paying full contract of 18 months even though their emails says I had to pay only for the service I have received!!! Ignoring my calls and emails even on social media so the 14 days would pass so you would have to pay the termination fees!!!
No matter how many years you have been a loyal customer, Just Wait till you have a problem and this is when they all get very rude to you starting from advisers up till managers!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
Diabolical customer service. They frequently fail to call back even when escalated to personal case manager. Engineers that come out are clueless and don't report back the problems, end result is order Jan and cancelled in September with no line even being fitted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk BT  
It’s really horrible and poor service . I move from London as well I call one customer assistant just change and not inform enginier for change Bt connect again I called them what happen I don’t have internet connect . Then another assistant told me it’s only change Adress mention your profile not move your line mention . As well they gave me new contract but without internet . They told me it will be connect inside 24 but not next day I call them every body just only talk with me just 1 minute then cut call , I am really tired , when I told I wanna leave then they stay with me long time without cut my call . Never join with Bt , expensive even poor service .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire BT  
Utterly useless company. 6hours on the phone, always the same response with all of their staff... I'm sorry to hear that, let me sort it out... then they dont.

I ran up Virgin and within 20 mins got my wifi at £10 cheaper and it was up and running within 3 days.

AVOID THIS COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge BT  
miserable services, totally disappointed.paid £7.99 for a one-day voucher and never got the code. tried contacting customer support and all 4 operators I have asked for help have shut the chat window.
most rude, unhelpful and useless people i have ever seen in customer service!
basically, i have paid for some services i still cannot use and their operators refuse to help.
this calls for a complaint to financial ombudsman, i would have never thought that bt is stealing customers' money! shame on you!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester BT  
Switched from another company to BT and had a horrible experience. Their TV service is different from their competitors (Virgin and SKY) meaning I had to rewire all the aerial/antenna system. Also, you need the tv box to be connected to the router, which is not so obvious. I have my router net to my computer for work reasons, and I cannot have my computer next to my phone line and TV at the same time. SO I had to turn my house upside down just to get the cable connected in the right place.
The installation engineer came and did not even open the router, he said I could do it myself.
Total madness
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London BT  
excellent customer service - glasgow call centre of all places!

i've never had any problems with the internet.

wanted to switch to cheaper broadband provider but was put off by the bad reviews of other isps.

call and haggle for better price at the end of your contract - if need be call more than once. they do reward loyal customers.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london BT  
Would give zero if possible. I was with EE and BT 'slammed' my line, cutting me off. EE tried to contact BT to get the line back but BT refused, I contacted them myself and got no where. I had nothing to do with this company yet they managed to cut my internet off due to their own error and then refused to fix it. No internet for 3 weeks, eventually had to leave EE and go with Virgin as they have their own phone lines.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow BT  
Utter rubbish since getting bt I have nothing but trouble always getting cut off with internet signal saying authentication problem. I reset hub more than once still didn't resolve it I restarted. Y phone making sure that wasn't the problem still didn't solve it. I can't connect to my hub and neither can my kids customer service only open till 22:45am from 7:30am no one on live chat after 22:45 I checked my service in my area it said that the was no faults which must be a load of BS I can't log in with my husbands details (as he is the account holder) kept saying I put the password in wrong to many times,even though it works when I use bt openzone when I am out and about.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leigh BT  
2 Years and we have had a fault every week. We have spent days off work waiting for engineers to come round, we have had our business disrupted constantly (self-employed) and lots thousands of pounds through downtime being unable to operate, we have spent the equivalent of what must now be days on the phone trying to raise fault notifications and complaints and we get nowhere. We get charged full price for a service which is operational 50% of the time. We get no compensation and ultimately, the issue never gets fixed. We are leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Perth, Scotland BT  
I had the ‘20’mb connection. Equating to roughly 1-2mb at peak times and about 4mb at its very best. Can’t even watch a film at peak times with good quality picture.rendering it near enough useless in the evening.
Was told that unless I dip below 0.5mb download then that’s still acceptable. That’s 2.5% of what’s advertised. 2.5%!!!
Avoid at all costs. Had to pay £100 to leave my contract early.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
SE London BT  
Shocking customer service, read all these negative reviews before joining but thought I knew better and try it out, regretting this decision now, will see my options as I am without a phoneline and broadband since BT cancelled my Sky subscription without properly processing my order, so now left without anything for minimum 2 and a half weeks, the customer service when I rang up was the worst I've ever known, no one could help me, and the lies and deception from them to get rid of me and transfer me to department tondeoaetment was bad.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Total rip off artists. Waited 3 weeks for an install and then 6 months layer got a charge by dd for £240!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Craven Arms BT  
Most shocking customer service Ihave probably ever experienced ! Systems and ways of ordering are utterly shambolic ! I moved house and could not get my new service sorted despite many phone calls and hours of my time . Told something different every single time I called . Got given a 2 month post move date for activation then when tried to order new order online got given a date for a week ! It’s a complete joke of a service . I have been with lots of internet providers none of which have been great but BT tops it by a million miles as most shambolic chaotic service with systems in place that are inadequate staff that are either useless or are completely crippled in what they can do by their computer systems . Would not recommend to anyone and as soon as my contract is up I will be leaving no matter how good their tv packages are ..... it’s just not worth the hassle when things go wrong , If my dealing of problems in
My job we’re the same I would have been sacked a long time ago !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coates BT  
Shocking customer service - I wish I could leave and go back to Virgin but I would have to pay over £200 on the cancellation fee.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Cardiff BT  
I got disconnected every hour for a whole year. I called their technical department every week to report it. Each call took at least 45 minutes, after being on hold, security questions and the tests they had to run. Every time, they told me there were no faults on the line, and therefore wouldn't send an engineer.

After complaining, an engineer was sent. He said there were loads of faults on the line and couldn't believe it had been left in such a state. When I complained, the customer service completely ignored my complaint. I escalated the complaint to Cameron Skupski, who was completely useless. I'm still awaiting a response. Horrendous experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
I'm so ******* done with BT it's absolutely slowest internet I ever had!!!! Paying monthly is more than 50£ FOR WHAT???? Always disconnect's , very slow, and Then you try to contact services and after you trying to explain the issue they hang up the phone! You know you can find it better network for 50£ in month so I'm so done.!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ashton BT  
I cant pick up my router from the conservatory and we're in a normal 3 bed semi. It also loses connectivity quite often. tried to get this resolved but they just run the same tests and threaten to charge me £150 to send an engineer out.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Stockport BT  
Constantly broke down and ran at speeds far below what we paid for. Customer service is awkward and clunky. At one point we had an engineer in to fix the box which he said there'd be no charge for. Then, three full months later, he apparently has decided there is a charge, resulting in our final bill being inexplicably almost to £200 instead of the £60 it should have been.

Avoid if you're a student or, for any other reason, have a fragile bank account. The amount of times we've been hit by seemingly random and unexpected charges under these guys is frankly an absolute joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
BT  
Manchester BT  
We can't even rate Broadband speed and reliability sections because we didn't even get a connection sorted!
Simply put, we had the worst customer service experience in our life... We were recommended BT Smart Hub by EE staff and we cancelled our precious EE broadband contract and bought BT Smart Hub. It was supposed to be available from 3 weeks ago but then it never happened because of some issues BT had. We made total of 12 phonecalls to check the progress, and each call took 30-1hr. Worst thing is that none of the staff members had clear answer, nor kept a promise to call us back. So after 1 months of no internet period, we decided to cencel the contract.

It seems that their rapid growth in their business is not in parallel with the improvement of training programme for staffs... we were very disappointed and with we didn't stop using our previous router.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Thieves. The internet in my flat has not been working for a week now. Called them several times and they always say and do the same useless things. The usual switch off and on. They said that if I want to have an engineer coming to fix it I may get charged £120! It's your internet that is not working and I have to pay for it? It's a shame that there are no good broadband companies in the UK. Avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Took a 24 month contract and PROMISED the price was fixed for term!!!
I was lied to!!!! They increased it!! Now,after I told them I'm leaving, they phone to see if they can beat the price I've been given!!! NOT A CHANCE BY !! YOU'RE RUBBISH!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln BT  
Cuts off every day. Never works. Has been happening for the past year constantly. Kicked me off 8 times in an hour. Get sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sheffield BT  
Complete ****. Got kicked off 8 times in 2 hours. Never works. Complained multiple times and they don't do anything. Get sky
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Sheffield BT  
First the positive- The broadband speed was fine and the service was reliable about 95% of the time.

And that is the only good thing I can say. the customer service is APPALLING. I have wasted hours of my life trying to get seemingly simple things sorted out. Firstly they changed the installation dates 3 times, the final time without telling me leading to costs being incurred through the previous provider (they changed it 3 days early, leading to a penalty fine from the previous provider for still being in contract). Then they didn't transfer my number. And told me they couldn't because. [insert whichever lie they decided to tell that day]. Seriously, no 2 people ever gave me the same answer as to why I had lost my phone number. Including one person who said it was impossible to even have the number! A surprise to us, as it had been our number for 3 years.... After 3 months of complaining they gave me £20 in compensation!! Then it took 9months for them to give me the award card I was owed. Because their system was wrong. You have no idea how frustrating it is being told you're wrong, when you have an email FROM BT telling me I was in fact correct. The final straw was when they raised the prices. this gave me a way to get out of my contract without a penalty and STILL they are screwing me around.

Nothing is ever easy. Everytime I contacted them I had to speak to multiple people, who would all open new complaints rather than deal with the one already open. Or insist on closing a complaint that wasn't fixed. With a few exceptions the support staff I dealt with were rude, at best incompetent and on more than one occasion lied to me.

AVOID BT AT ALL COSTS. If you have no problems you will probably be OK, but even minor problems will probably take weeks if not months to sort out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
Just shocking all round. Poor speeds, unreliable connection, poor customer service... the list goes on. BT under the misapprehension they still have a broadband monopoly. Off to Vodafone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
The most disgraceful customer service ever. All the staff are ridiculously unhelpful and have done nothing but make our lives miserable for the past 3 months. The internet did not work for 3 months and every time we called for help either someone was misleading, the staff lied or hung up during the middle of the call. Appalling service and internet connection. This company should be ashamed of the name they have built for themselves as so many people are complaining about them and so many unhappy customers. We have been lied to and spent most evenings on the phone to customer service instead of relaxing at home with the family. Tragic company and customer service. Would not recommend BT to anyone as they take you money and provide you nothing. After 14 years of being their customer I am shocked by what we have experienced.

Absolutely horrendous.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Windsor BT  
Literally furious. Why, why on earth do they exist to cause such misery.

The worst steaming pile of overpriced horsemuck.

The connection is terrible, their custom services are useless. Their website is always under maintenance when I sign in to try pay a bill, their Indian call centre is so frustrating,im done.

Going to set fire to their equipment and walk away.

STAY Away from BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cranfield BT  
Terrible, the so called 'off shore' Team should be abandoned and technical support brought back to this Country, they are blatant liars and completely incompetent, say they will call back and never do, falsify their tickets with lies, disgusting.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lichfield BT  
Appalling service. Ryan was so rude and difficult to work with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Australia BT  
Was only with these cowboys for less then 2 week. They had me on the wrong package so called to tell them which they assured me would be sorted and someone would call me back after 2 days, no phone call so called again to be told sorry nothing has been done and we have no idea something had to be. They did nothing at all on the phone but did cut me off, so I called back and cancelled which they didn’t even hesitate to do. Now I’m without internet and have transferred back to Virgin. STAY away from BT, absolutely poor customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford BT  
After being with TT for many years of trouble free service. I got a call out of the blue from a BT telesales person, who basically lied to me that I would save a lot of money by switching to BT, which I fell for. What a mistake, it was never the price that was given to me, we couldn't receive incoming calls for 6 weeks, which they couldn't explain or fix, no matter how many times I called their useless helpline. After being with them for several months, the set top box would only tune to Welsh TV channels, which was permanent, no matter how many times it was retuned. The helpline is useless, their only advice was to retune the box, or it was the TV aerial, I told them I had retuned it 10 times or more, and it was a new aerial, then to be told " I don't know what we're going to do ". The final straw came when after 8 months they notified me that my bill was to be increased by £25 per month. This was just for a basic service. I cancelled my direct debit and just lately I have been receiving letters from a debt collecting agency, demanding substantially more than a months BT payment plus 25 percent what BT added for administrative cost. DONT USE BT THEY ARE A LYING THEIVING JOKE.
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
liverpool BT  
I had a website built by BT. They tied me up in a contract, the contract ended but I continued to pay and use their services. I transferred the service and they continued to charge. I cancelled and had to cancel via two separate departments and they refused to refund any money due to not informing them.

It turned out that I was paying £36 a month for "management fees" that I did not need at all so BT have earned very nicely indeed!

I have also been paying £24 every quarter for hosting and required only hosting after the 1st year.

So yes BT was charging me £42 a month when I should have been paying only £6 a month.

When I phoned BT to cancel and BT said they want more money as notice is required - I said I will pay but will let everyone know what the BT Corporation is like (she said "you are more than welcome to do that" ). So they are on...

BT gave me an 0800 number that linked to my mobile number but did not get missed calls or any answerphone. So I missed out on customers.

BT gave me email addresses linked to my domain but was not able to setup the password and server details to access the emails. So missed out on any emails sent to my advertised email addresses. This was an ongoing issue with many calls.

BT deleted all my emails on their servers once I had transferred the hosting although I was still paying.

BT put the phone down on me when I asked them to look into whether they could retrieve my emails on their servers (I know because they did not call back). This is expected as I am a leaving customer.

BT purchased EE and without delay Orange's reputation was gone, their customer service went down hill, trying to worm out of warranties and prices hiked.

BT said the website they created me was terrible and I needed to upgrade to £150 a month from £36. A year later when I made inquiries they said that the company they used is no longer trading and I did not get the upgrade at all, so they refunded the money back dated.

In summary: BT are too large, too controlling, too financially focused and uncaring towards its customers. They have the money for large advertising campaigns, to buy other companies out and to perfect contract terms/conditions to their advantage. They don't have the necessary knowledge to assist you with technical issues.

In fact I think a small claims court may get me several years of management fees back as they have never been used. I will report back how that pans out.

I beg you to not use BT and to inform your family/friends to avoid like the plague.

Thank you. Together we can make a difference.

Are you still considering BT? Think I may be unlucky one customer? BT charged me an additional £5 a month to have "itemised bills" that had nothing to itemise. I phoned to cancel and ask for a refund and they said "no it is your responsibility to cancel it even though you did not set it up".

BT (Be There).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
BT have an OK broadband speed, this is not just me but other people I have spoken to. However they also have a very poor customer service, and broadband reliability is something which almost doesn’t exist when you’re with BT. Internet randomly shuts off, currently using my mobile data to write this review because the internet shut off again would you believe it or not. Wouldn’t recommend, go for Virgin Media instead.
  • Customer Service
    2 stars
  • Speed
    3 stars
Don’t BT  
Very disappointed. Worked well for 9 months then problem after problem and poor customer service. Helpful and polite people but sent around the houses. Ie told what I wanted to hear. We think problem is router. One will be with you in 48hrs. Someone then tells me order was cancelled. Another tells me it was never ordered. No Wi-fi for weeks. A member of staff hung up on me on live chat. No I want rude. Told today problem was with my devices ie suggesting I ring 6 manufacturers and complain to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Torquay BT  
Signed up for 18 month contract and Paying for SUPERFAST FIBRE Advertised Average speed is 50Mb. Only getting 0.01Mbs!! phoned the call centre and they say my guaranteed speed is only 0.5Mbs!!!. They said it said this in the small print on the contract and laughed at me saying " Ha Ha Ha.. You did not read the small print" upgrade to the fastest service, I am already paying for the fastest service available, why am I being charged for premium service and getting slower than dialup? I work from home and can't work, it very frustrating and my employer is not impressed I could lose my job over this.I have spent 12+ hours trying to be understood by a foreign call centre. They won't do anything to try and help me BT don't care if I loose my job over this!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Antrim BT  
May I never go back to BT ever!

I am asking for one simple change to take place and it has resulted in a ful 1-2 month saga with so much emotional hassle!

The broadband and reliability as a standard are great. The customer service is not.

I do not and may not ever return back to BT. I am a long time serving customer who has now lost so much money in bills loopholes and bad customer service. I do not and will not ever from now on recommend ever trying their service. No matter how much incentive they will give in Amazon discounts. I am too disgusted by their treatment of one simple request.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
UK BT  
I have three problems which have not yet been resolved although I have contacted customer service +20 times. No help from online chat or when phoning customer service.
1. BT sent an engineer to install internet and BT TV. The engineer installed internet but not BT TV. I did that myself and cannot get all the channels I was promised.
2. It is not possible to activate BT ID which is necessary to pay invoices. I was asked to give a security question - my mother's maiden name - when I ordered BT that would later be used to activate BT ID. When I am asked my mother's maiden name they say it is the wrong answer - I know my mother's maiden name.
3. When the engineer was in my home to install internet and BT TV he damaged the walls, two clearly visible, medium sized spots on the paint on the wall. I have made a complaint and received no reaction or remedy. Dont order BT internet/TV.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Oxford BT  
Bt are an absolute disgrace, 3 weeks waiting for a refund, told I would get a call back almost daily, still not sorted, customer service is next to non, there's been 2 advisors out of all of them I've spoke to that have actually tried to help. Getting through to someone that knows what they are talking about is a mission in itself. Very unhappy ex customer!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West midlands BT  

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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.

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