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
- Customer Service
- Speed
- Reliability
Based on 12831 customer ratings since 2019-01-21 (Show all time ratings)
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.
2908 Customer Reviews for BT
| Reviewer | Location | Reviewing | Date | Ratings |
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There is a lack of communication between BT and me. My broadband package expired this September, but BT doesn't contact me to inform this and charged £20 extra this month. It was ridiculous to pay £63.49 to pay for the broadband package?! |
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| Shannon | Burgess Hill | BT | 2018-09-29 | |
Just terrible. Have been with BT for over twenty years, the broadband has been really bad over the last five years or so. |
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| Christopher | Dorset | BT | 2018-09-29 | |
I cancelled because of the many price rises and when your tied into a contract there's little you can do. The service was relatively good but did go off on many occasions. Absloutley discusted with them. We cancelled well with the 30 notice and they decide that they are going to charge us for the next month and once the final bill is generated then they will refund us...after 7-10 days. Be different if we owed them. Waffle on about the terms and conditions but where's the consideration. Just out to Rob your money so glad I cancelled. Been passed about departments for an hour minutes absloute rubbish!!!! |
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| Louise | Pontefract | BT | 2018-09-29 | |
OK where to start. |
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| Darren | Strensham | BT | 2018-09-28 | |
I am a company, we contacted BT to connect a new line and broadband. |
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| David | Somerset | BT | 2018-09-27 | |
I wish there was an option of 0 star. Worst customer services. Charges are 2 X more than Voda and speed is also half. Can wait to get rid of them.... |
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| Muhammad | Ilford | BT | 2018-09-27 | |
We moved and needing reconnecting. The date we will given didn’t go ahead and had to wait another week. This is the worst customer service I have ever experienced. The staff really don’t care and don’t want to deal with you. I wish we didn’t sign up again and will be looking at leaving them in the future. Be aware people they take your money and don’t do what they say they will. |
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| Laura | Gloucestershire | BT | 2018-09-27 | |
i joined bt 2016 and i was very happy with them and the services that was provided until i moved in 2018, they dropped my package to the lowest speed without telling me and let me carried on paying for fibre prices and i spent 3 months down the phone arguing with them and waiting for engineers not turning up, and my contract was gonna end in october 2018 when it came close to the time they told me im in contract till february 2020 so i took on the fibre package and im only getting speeds of 0.15mbps i now want to cancel and they wont let me cause they said i have to pay the old services fees, load of rubbish they are and cant wait to get rid of them. |
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| Richard | kent | BT | 2018-09-25 | |
I have gone to the BT web site. Entered my postcode and ordered the fastest broadband+TV package available. The technician has visited in 4 days to install (This is unbelievable right? 4 days only. What an improvement!) |
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| Cengiz | London | BT | 2018-09-22 | |
I moved into a brand new development mid July and received confirmation that I could place an order for broadband on the 31st July. I called as soon as I had the confirmation to place the order the same day. I was assured that once the hub had arrived, I needed to follow the instructions and that I should have a full working service by 3rd August. The 3rd August comes around and the hub had a steady amber light which indicates an Internet problem. I followed the troubleshooting instructions which sent a signal to BT telling them there was an issue. I received a text message the next day 4th August telling me they needed to book an engineer to attend the property and the earliest time they could do this was the 15th August. Due to the nature of my job, I am unable to take time off for scenarios like these and therefore my mother attended the property for me. The gentlemen told my mother that he couldn’t fix the problem and gave us a code which I had to relay to the BT complaints team. It turns out that Openreach had wired up the lines externally incorrectly and another engineer needed to attend to fix the lines. The earliest they could do it was exactly a week later. Wednesday comes around, the day the engineer is coming to repair the lines and the day I was promised for the 3rd time that I’d have a working connection . I receive a telephone call to say unfortunately they were unable to carry out the works and they can’t give me an indication of when it will be fixed. During this period, I’d racked up a large mobile phone bill due to data upgrades that I really needed as I was exchanging emails from the site team of the development regarding to snagging lists and meetings as well as trying to set up the other utility bills in the house. I expressed to BT that I’d had to add on this extra data due to the circumstances I have noted above. A gentlemen told me not to worry and that I would be refunded and all I needed to do was send them a copy of my mobile phone invoice. I called the day before the engineer was supposed to arrive the first time just to double check the times and also to reconfirm what was said to me regarding the data refund. The women had no idea what I was talking about and said that BT do not under any circumstances offer this kind of compensation. She opened a complaint and told me that they would look back through the pre-recorded telephone conversation and would get someone from the complaints team to call me back with a resolution to this problem. This did not happen. I was not actually offered any kind of compensation until the phone call I received from the young lad who had to tell me the engineers couldn’t fix the telephone lines. Even then, all I was offered was £50.00 credit on our account which didn’t even cover the cost of the data upgrades anyway. Any how, I get home the night of the telephone line scenario and the broadband was working. I sat there confused as to why they phoned me to tell me that the service wasn’t fixed and wouldn’t be for some time.. I tried to call to let them know the service was fixed but I never managed to get through to anybody. I had a holiday booked for the 27th August which they was aware of. Whilst I was away, I was inundated with emails telling me I still had no broadband and they didn’t know when it would be fixed. I decided to ignore these numerous messages as I was on my holiday. When I returned the broadband was working so I made another 2 phone calls and an email to tell them the service is working. A week later at 7:30am I received a phone call from an engineer who was outside my property telling me he was here to install my broadband. I had absolutely no knowledge that any visit was booked to install any broadband? I’d called them a week earlier and told them it was working.. I had to turn the engineer away and filed another complaint for the lack of communication. I come home today and the broadband hub is a steady amber light meaning there’s a problem with the connection. Just when I finally thought that the situation had been put to bed, the monster comes out the closet and here we are again waiting for an engineer to come to my property and tell me they can’t fix it again and they don’t know when it will be fixed. Here’s to another racked up phone bill which I will have to pay and a sky cinema package which is totally useless. Here’s to more emails between myself and BT and more broken promises. If I had the choice to take my service elsewhere, I would but unfortunately due to the type of internet that I can have in my property due to an arrangement between BT and the building company, I have no choice but to hand money over to company that cannot even provide a service. Nothing but stress and aggravation since the day I placed the order. Gutting. |
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| Liberty Keyse | Witham | BT | 2018-09-20 | |
Terrible costumer service with poor broadband network provided i have 4g network on phone faster then their cable connection dint get any help from-the operators are just passing my call from one to other put on hold and then close the call. |
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| Mario | Purfleet | BT | 2018-09-20 | |
not sure why there are so many negative reviews; we have had BT broadband/phone for 11 months now; never had any problems, fast speed (usually around 50 MBps - as 'promised') reliable landline - only reason we're (probably) going to change is that the initial 12 months discount expires... and now things get really expensive :( |
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| customer 123 | Manchester | BT | 2018-09-19 | |
My first experience with BT Broadband, which was a quick fix for my VOIP requirement, is that the engineer didn't even turn up and I have to wait three more days for an update. Rubbish! |
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| Kate | Histon | BT | 2018-09-19 | |
Strongly not recommending BT!!! |
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| A | Manchester | BT | 2018-09-19 | |
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. |
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| Michael | Suffolk | BT | 2018-09-18 | |
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 . |
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| Samim | Hampshire | BT | 2018-09-18 | |
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. |
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| Matthew | Cambridge | BT | 2018-09-17 | |
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. |
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| Diana | Leicester | BT | 2018-09-16 | |
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. |
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| Jack | London | BT | 2018-09-16 | |
excellent customer service - glasgow call centre of all places! |
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| Pikachu | london | BT | 2018-09-15 | |
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. |
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| James | Glasgow | BT | 2018-09-15 | |
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. |
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| Julie | Leigh | BT | 2018-09-15 | |
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. |
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| Aaron Goodrum | Perth, Scotland | BT | 2018-09-14 | |
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. |
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| Syates8 | SE London | BT | 2018-09-14 | |
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. |
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| Nick | London | BT | 2018-09-14 | |
Total rip off artists. Waited 3 weeks for an install and then 6 months layer got a charge by dd for £240! |
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| Chris | Craven Arms | BT | 2018-09-13 | |
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 |
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| Sue | Coates | BT | 2018-09-12 | |
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. |
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| Darren | Cardiff | BT | 2018-09-12 | |
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. |
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| Ged Egan | London | BT | 2018-09-11 | |
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.! |
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| Mona | Ashton | BT | 2018-09-10 | |
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. |
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| Adrian | Stockport | BT | 2018-09-09 | |
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. |
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| Eoghan | BT | 2018-09-07 | ||
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| Biancab | Manchester | BT | 2018-09-04 | |
We can't even rate Broadband speed and reliability sections because we didn't even get a connection sorted! |
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| WeJustNeedWifi | London | BT | 2018-09-04 | |
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 |
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| Andrea | London | BT | 2018-09-04 | |
Took a 24 month contract and PROMISED the price was fixed for term!!! |
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| Harry | Lincoln | BT | 2018-09-04 | |
Cuts off every day. Never works. Has been happening for the past year constantly. Kicked me off 8 times in an hour. Get sky |
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| Geoff | Sheffield | BT | 2018-09-03 | |
Complete ****. Got kicked off 8 times in 2 hours. Never works. Complained multiple times and they don't do anything. Get sky |
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| Geoff | Sheffield | BT | 2018-09-03 | |
First the positive- The broadband speed was fine and the service was reliable about 95% of the time. |
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| Karl | London | BT | 2018-08-31 | |
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. |
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| David | London | BT | 2018-08-30 | |
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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.
