BT 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
    2.8 stars
  • Customer Service
    2.9 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 18245 customer ratings since 2018-03-24 (Show all time ratings)

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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.

2783 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
Terrible broadband performance at around 0.3Mbps being delivered after a recent housemove.
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    4 stars
Sherborne, Dorset BT  
3 months now with BT infinity. Cannot get signal round the house despite their stupid advert on TV. Internet drops almost daily (not according to them) and modem constantly needs re starting. They blame the microwave!!!! modem is 40cm from my laptop so no interference. Can get engineer out but if they can't find a fault then I will have to pay £129 added to my phone bill. 9 more months and then I'm out....
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Cambridge BT  
I have been with bt for years but very dissapointed the way i was treated. Very poor customer service with rude unhelpfull advisors. Switched to another operator now. Very dissapointing bt!!
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
Nothing but trouble - needed new land line installing, needed customer services to get modem working and to get wireless connectivity working (got no benefit from the "n standard speed" hub because had to downrate to 11 mbps at "g" to get wireless to work at all) and I only receive 0.9 mbps versus 6.5 mb promised.
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    3 stars
Egremont, Cumbria BT  
Shocked and disappointed by the results of the speed test
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    3 stars
Rosyth BT  
Worst company ever!! Had broadband and landline problems for over 11 months. My broadband drops out over 100x a day! Also when the broadband cuts off so does my landline. Every time I ring to get the issue resolved the " tech " department runs a "test " tells me I'm a liar and there is nothing wrong with it then puts the phone down on me... the only time you get to speak to someone in the same country as you is if you ring to cancel ironically... i have had numerous engineers out for nothing to be fixed and still paying FULL PRICE. One of the engineers had crossed over my landline so someone with plus net had my number and I had nothing.. still being charged for the phone calls they made!! I've made complaint after complaint. Somehow ended up with bt sports package I asked to cancel that. Never got done I was made out to be a liar over asking to cancel that too. Avoid at all costs. I'd rate 0 stars if I could the company is a disgrace
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Warwickshire BT  
I recently (Nov.5th) 'Upgraded' to a more expensive package from BT and ever since my download speed has collpased, but my upload speed has doubled???
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    4 stars
Hollywell BT  
I am supposed to get at least 3mbps out of a package supposedly for 8mbps. As I live less than two miles from the relevant exchane (in a straight line the download speed of 0.94 mbps and upload speed of .331mbps are absolutely appalling. I have complained, had the line checked, etc, etc, and all they can tell me is that the speed is unlkely to improve! I cannot get a cable supplier, as the street I live in is paved, not tarmac, and, despite there being a utility strip down the side of the road, the cable companies will not lay it.
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    4 stars
Peterborough BT  
So many problems, have been told will be contacted within 24 hours so many times and they never have. Their customer support is non existent.

I would avoid at all costs, they couldnt get our phone connected for weeks. Then took longer to sort broadband despite calls and on-line chats. My wife and I have wasted so much time.

Have reported them to OFCOM over product miss-selling.

Consider other providers before BT, they are a broken company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Sheffield BT  
Switched over to BT broadband from Sky.They couldn't manage to get the service working for 3 weeks! They eventually did and 1 month later it broke down again, have been waiting one month to resolve this with hours spent in the phone 3 engineer visits, who seem to come and leave without ringing the bell or calling before filling out their notes saying unable to gain access. So many promised call backs that don't materialise. It's total incompetence. Never been provided with such a shocking service in my life
  • Customer Service
    3 stars
  • Speed
    2 stars
Wandsworth BT  
It ought to be illegal to describe 2BMit as "broadband".
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    5 stars
Telford BT  
I have no issues with my current BT set up it works fine. I am however changing my ISP because BT cannot solve issues(well my issue) without you having to to be called, or you call them, over 30 times and counting to fix something.

They lie

I have been told my issue is fixed 4 times. It has not been.

I have never spoken to the same person in customer non service team.

They lie.

They created a false account to supposedly fix my issue which they assured me would be deleted and then started to charge me for it. Oh! and they can't cancel it straight away for some unknown reason.

Some of there customer non service team are polite but most are rude and don't listen to you.

They call you back at the wrong times.

They cut you off.

They put you on hold for 10 minutes.

You try their live chat and they fix the problem. Yeah! Oh! maybe not. They lie to you saying your problem is fixed as it is still there the next day.

Have I mentioned that they lie.

They say your issue is now solved can we close the complaint. You say yes thanks for solving my problem. The next day the issue is still there. Never ever close a complaint until you are sure it is done otherwise you start all over again.

In the last couple of months I have spoken to BT more than my friends and family and my issue is not resolved.

If you enjoy pain in your life then sign up for BT broadband. If I could give 0 marks I would.

When my switch is complete I am going to smash all there equipment up and post it to them. Oh! and because it was a nightmare joining BT. I have 4 sets of stuff. They messed up my order so badly, they kept cancelling it and doing another order so I ended up with 4 sets!

BT are incompetent idiots.

I feel much better after that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Northants BT  
What customer service? Six days to fix a line fault in this day and age? Typical of a large company...they just can't deliver good old fashioned customer service. What's more, they don't appear to care.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Yorkshire BT  
Do not go with this company!!!

Customer service is the worst I've ever seen or dealt with! Every time you speak to someone it's either the wrong information giving or doesn't get logged. Each advisor tells you different things each time you phone and has you believing everything is sorted for you to later find out it isn't. Then they make out your the lier because they haven't taken any record of your call. Even the managers are no help, they don't even call you back when they said they would. The worst company!!!!!! Never will I be using them again!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Glasgow BT  
Replied to and e/mail an upgrade as it seemed to be offering a speed upgrade.So I payed for a different router.When checking my new router there was no difference .I complained to find out it wasn't the upgrade I expected? The upgrade the e/mail was offering ,no mention of extras, bt was offering was mentioned in original e/mail ??
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Maldon BT  
I'm getting the impression customer services are hiding/running away from me.
I've been a loyal customer for years for both telephone and broadband.
We have just had fibre band trunked to our village and whilst waiting for the endless failed installation dates I decided to review my contract with BT on the promise that I would be able to upgrade to fibre when it eventually came. It came in November and BT have just slashed the cost accross the Internet. Nowhere does the advert state "excludes existing customers" the usual BT con. When you attempt to order it (on line only) you are asked to enter your land line etc when suddenly the price jumps from £10 to £24. I called BT sales who tried but couldn't explain either.
BT like so many other companies who don't want to contacted make it so difficult for people to email them by putting dreams and reams of smokescreen and diversive links to divert us away from the "email us" links. They lodged a complaint on my behalf and said I would get a follow up call. I've heard nothing. BT provide an appalling customer loyalty programme when it comes to upgrades and renewing contracts. Where are you? Why are you hiding and avoiding me?
When are you going to start treating customer retention as a priority rather than taking advantage of the hassle of migrating to their competitors?
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Stone, Staffs BT  
Speed is often around 31 can get 40 in the middle of the night. It is now 6.30 am and speed is 24. What happened to the advertised 52? Speeds have got slower through out 18 contract. Very close to exchange and junction box. They keep putting up the price so while I contracted for about £18 it is now £26 I think this is a travesty on an 18 month contract. I cannot get out of it, but they keep increasing the price. FON good. Customer service appalling. Cut off my internet all together when switching to Fibre. Took me many hours of chats and phone calls one of which they charged me £26, Getting past their voice activated switch board is a nightmare. You have to hold the line and make no noise and it reverts to a key pad operation, But do not even breathe, Talking to India mostly incomprehensible. Chat understandable but they have no authority to do anything, I hate BT with a vengeance after 45 years as a customer the last 18 months have been a nightmare. Their India operatives have no knowledge of basic uk commercial law, They have been overcharging me for 18 months. Fon and BTwifi when out is excellent.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    5 stars
Gloucestershire BT  
This company is shocking I moved into my new home and gave 2 weeks notice to BT that I was moving. I spoke to home move team who explained I will be getting my hub posted and a engineer was booked also, I was happy with that set up.

On the day of the new hub arriving I rang to find out what time they were turning up. This is where the problems started. I was calling the customers services team they did not recognise i had moved and could not find the information regarding any engineers or Wi-Fi hub being sent then they cut me off.

I rang again and that person also said the same thing. I called up a 3rd time and they found my details without any problems? I was then told I would have to wait, 3 more weeks with no phone, WiFi or TV.

I made a complaint 1 week ago but have heard nothing back from them. They are the worse company I have dealt with, they lie and tell you stuff that is not true. The funny thing I have texts and email confirming it all.

I have no choice but to use these jokers I will be emailing the onbusman, and telling everyone because they want to ignore me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Silverstone BT  
I don't leave reviews as a rule but have had enough of this terrible service,My broadband drops at least once a day(today it 's dropped 8 times)Customer service always want to send out an engineer when they have already done it (don't they know people can't keep having time off work)and found the problem is not in the house.BT did offer to compensate me for 2 days without internet .They offered a grand sum of 13p!!!All I can say is I'm going back to PlusNet ASAP
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Crewe BT  
Having been with BT twice over two separate 12 month periods, I have to say the company as a whole is TERRIBLE.
I have no idea how the staff pay structure works but I am going to guess that they get a financial incentive to extend or sign up customers to longer contracts.

My first experience was that I had ordered broadband, and having not received my hub on the date given, I called up and asked.
Only then to find two boxes arrived. I called up and spoke to an Indian call centre to find he has signed me up for a new contract.
This happens 4 times over a 6 week period. I had 4 running contracts running at the same time and was a huge ache to then revert back to my original sign up date, as all they wanted to do was start my contract date from the last one they had wrongly issued me.
On my most recent experience, having signed up for a 12 month contract, I had problems with my speeds and called them after a week. They said they will give me the faster service (for £x extra) which I agreed to. That was pretty much it.
When it come to cancel my 12 month contract, I was informed that I had agreed to sign up for an 18 month contract when my speed was increased.
Something not mentioned once.

There is no integrity in the staff whom represent this shocking company.

Speeds are ok but intermittent.
Customer services is cr4p
  • Speed
    3 stars
  • Reliability
    2 stars
Essex BT  
Customer service appalling
One of the most expensive out there but extremely bad service takes over three weeks just for the engineer to come out and connect
Once connected always problems
  • Speed
    3 stars
  • Reliability
    2 stars
London BT  
Bt should spend some of their millions doing up all their network to fibre optic, as we find out in local areas like easterhouse barlanark springburn carntyne they dont get the promised 8meg broadband we get 2 if we are very lucky last night mine dropped again to under 1 meg which is appaling as i pay the same price that other people do who get 8mb and above.
  • Customer Service
    1 star
  • Reliability
    4 stars
durkin BT  
Very poor customer service as they insist they sent a letter regarding 2018 September price rises.
As I am greater than 30 days since letter was sent I cannot cancel my contract.
This was the same senario the last time BT INCREASED its prices.
Funny how these letters are very in portal but are not sent recorded delivery.
What a joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Lincoln BT  
I had been with plusnet for a year and had No issues at all. Probably only really needed to restart my router about 3 times in a year.

With BT now for a month, as I wanted to get bt sport.the internet is terrible. I used tobe able to get a potential speed of 16ms/s and now I am downloading a file which is 424mb and it says it will take 6 hours! I restated my router and still the same. Very poor
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
Cheltenham BT  
I live in the Lagan Valley (the largest populated area in Northern Ireland)and my Broadband Speed varies between 0.310mb and 0.120mb, BT's charter stipulates that all households would have a mimnimum speed of 0.512mb by 2009. I am registered Disabled and use my computer for shopping etc. My computer is only one year old running Vista. BT are absolute rubbish at getting anything done to speed my broadband up. They are helpful on the phone but useless on the ground.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Donaghcloney Craigavon Co Armagh NI BT  
Worst company I have ever dealt with, they lied about the price and since then I have had nothing but issues, cannot wait to leave them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Hockley BT  
I have never experienced such poor customer service on all fronts. I have just raised a security issue and been told that to fix it I will have to use a chargeable service. I spent countless hours online and on the phone trying to fix the infinity connection problems and it was like getting blood out of a stone. I am counting down to the end of the contract with bt.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London BT  
Sad Sad sad!!! Years ago worked for BT when it provided a brilliant customer focussed service! Yes it had not been privatised. Now! Take out TV and Broadband contract 30th December, TV not operable remote and box suspect, engineer booked for three hour slot! Does not arrive one hour on phone to India three contacts. Transpires engineer reported not enough parking space? (There was!) But not contact!
Moral unless you have parking for gigantic vehicles! Dont use BT.
On their plus side presented first bill within 6 days , so they can be quick.
Also may help if you can speak Indian.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kettering BT  
Cant really comment on speed and reliability as I am trying to change from sky to bt , but they way I was treated by the customer service people I am now in two minds. The appear to thing everyone knows everything about computers ,tv`s and the packages they offer, I only wanted a bit of advice, but it may be that bt are making too much money to worry about customer satisfaction , ah well sky will be happy
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
North Manchester BT  
Worst customer service I have ever experienced. The operators never do as they promise.
I had to cancel twice and even then they got the date wrong.
I was billed incorrectly and promised a refund (even have the email proving it) but instead was billed again and told it was to late to stop that payment.
Cannot put into this short review just how useless this company has been.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
UK BT  
Switched from Pipex to BT I was told it would be faster but no real difference. The switching process was awful BT in breech of contract twice legals pending. Customer service absolute chaos Mind you so was pipex, talk talk. No money has been invested in Axminster exchange for years total rip off for what you get.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Axminster BT  
I have claimed that broadband speed I very slow.
They keep agreeing it's slow and they are working on it, this has been going on for over four weeks , it's still the same.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Dougie. BT  
Setup was a nightmare. Utterly horrid. I have never been so stressed before in my life. Despite giving all advanced warning installation only started 2 days after at which point we were informed (after being on the phone for over 2 hours and being transferred to and from 3 different call centres), from the technical support suggesting that I go out and purchase an old fashioned telephone to test the line from my socket to their exchange.
They couldn't make it any faster and it was totally stressful especially with my wife needing internet to study from home in the middle of moving house.
We also had this idiotic broadband talk which was never properly explained to us and seemed to half work and which I asked to be turned off - with the lack of paper bills it was only recently that I noticed that this was *still* being charged for despite my request.
However, speed is good. 18meg/20 consistently, occasionally connection cuts out requiring a hub restart which is a bit annoying. It's fine now, after setup, but the whole process reflects poorly on their customer service. My wife hates the random cut-outs and wants to switch to virgin but their customer support isn't much better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Southampton BT  
Having been a BT customer since 2010 I have now got so fed up with their new customer offers that I have contaced them to cancel with the aim of moving to Plusnet and then returning in a year. However because I have a £1.31 discount till June 2015 they want to charge me £130 to leave - thats 10 years of the discount which in itself only lasts a year. So I asked to discuss it with a manager the call centre operative flatly refused to put me in touch with one - basically these are the rules take it or leave it. so I'm stuck with BT till June 2015 what a total Rip off
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Leyland BT  
Internet speed is fine, but drops out randomly for anything from a few seconds to a few hours. This can happen very frequently.

This is especially annoying if you're playing a video game and the whole game freezes leaving you powerless to react.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
London UK BT  
Its ok if nothing goes wrong, but any "Techie" calls go to India and the English is barely understandable - no use when trying to explain things. I was trying to get to the bottom of why I was getting a low signal but I couldn't understand what the Indians were saying and they couldn't understand me !! Left in the lurch.
  • Customer Service
    1 star
  • Reliability
    4 stars
Buckingham 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  
Ober the years Ive tried many different services and providers. I rank Talk Talk as the absolute worst. NTL put me off ever trying Virgin. The absolute vest customer service without a shadow of doubt is O2 which I have at a 2nd address. BT attracted me with the sales pitch and the free wifi but in truth its not as transparent as O2 and neither has it the support. I dont want to knock yje firm when they dont deserve it but I see little in the way of good news staying long term . I will however persevere a bit longer.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
South Wales BT  
E mail Gavin Patterson CEO and explain the problem and you will very soon have an executive complaints handler to deal with one on one.....simple!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
ludlow BT  
BT is not want you think. I can think of three services that are excellent in comparison to BT.
BT customer service talk the good talk but do not deliver. There are unforeseen extra charges which bump up your budget so making it difficult each month. If you want to get out of a contract it will cost £260. The broadband will stop working for no apparent reason and the phone reception can be distorted with static. Most people I know are with other providers despite the fact that the broadband is 10% less faster. But why? Because the overall customer service is good. One or two good services does not equal customer satisfaction. Very disappointed, very shocked and will not ever go back to BT. Rubbish!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Streatham 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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