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 2840 customer ratings since 2021-08-16 (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.

3,298 Customer Reviews over 83 pages

  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    I do not recommend BT they promised me a £39.99 however we have just been charged £121.75 so if want a guaranteed price every month don’t get a contract with BT. We have also been charged for a engineer to come out even though they said we wouldn’t have to because it wasn’t our fault the WiFi was broken it was the council so if you want a trustworthy broadband and a bill the same price every month don’t go with BT. There is not good customer service they never communicate to each other even though they work together. I’ve said this loads but it needs to be known that BT IS NOT A GOOD BROADBAND SERVICE go with someone else.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Like the majority of people on here - my experience has been dire. Customer service is ridiculous, trying to communicate a relatively straightforward problem to several different people who still manage to get it wrong - BT Communication (jjoke) happy to say I'm leaving their backward services as is the rest of my family. Don't put up with their Bad Treatment (BT) you have choices. Only positive note - any other provider now has got to be an improvement. Communicate your dissatisfaction to as many people as possible too - maybe one day BT will wake up and listen to their customers.
  • Reviewer
    Location
    Airdrie
    Reviewing
    BT
    Date
    Comments
    Ihave had this package for six weeks it has been unavalable on three occations for up to three days the current speed is 594% less than is avalable in my area the only thing that has been reliable is the apologies from there helplines i have a contract for 1 year i hope the next 11 months sees a vast improvement.
  • Reviewer
    Location
    Huntingdon
    Reviewing
    BT
    Date
    Comments
    THE WORST CHOICE EVER. DON'T DO IT. You will spend more time on the phone to BT with their terrible customer service than anything else. The customer service is so poor that they leave you on hold for 20-30 minutes and then put the phone down on you. Quick to charge and late / never to deliver. Purchased BT infinity yet only received BT Broadband with the slowest speed (takes min 5minutes to open a web page) if the rating had a negative option then BT would earn a negative in every aspect.
  • Reviewer
    Location
    Chelmsford
    Reviewing
    BT
    Date
    Comments
    Can't wait for my contract to end!!!! Customer service is so bad. I'm paying for the fibre but not getting the guaranteed speed. If I was to cancel early then I would have to pay!!! No one knows what they are talking about and either pass me on to a different department who then hangs up or tries to call me back on the home number during working times, even though I asked them to make a note to ring on my mobile after 6pm. Do not recommend BT at all!!!!
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Comments
    No stars from me im afraid ive been waiting for over 3 months to get internet still no sign of that happening either none of the staff on the phone knew what they are doing and couldnt help only a reply of sorry we will have to call you back with some idea of what the problem is ! Charging a me over 130 quid to come out to the house ! Being charged stupid amount every month on my phone bill because ive been using data.Being a new mum i do not need all this stress. So yeah great service from BT youre doing a great job the lot of you !!!!
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Comments
    Absolutely appalling customer service!
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Comments
    Was told by a telesales person that I could have BT infinity for £10 per month for 12 months. I signed up and found that they were going to charge me £15. On inquiring the arrogant operator told me he would have to ask for this 'complaint' to go through - it was accepted - how nice! Then I was told I would have to wait up to 17 days for a reply. Mis-selling is illegal. Rubbish BT - rubbish customer service!!! I will try elsewhere!!
  • Reviewer
    Location
    SHERBORNE
    Reviewing
    BT
    Date
    Comments
    With BT Business Broadband and only received speeds of 1.19-5.3 MBS, complained for months with no result, changed to XLN and now I'm getting 15.4 !!
  • Reviewer
    Location
    Abingdon
    Reviewing
    BT
    Date
    Comments
    Totally useless service.Not happy at all extend my contract without asking me and charged me more than last year.Advisors are not doing their job properly. Make us disappointed not preferred at all.
  • Reviewer
    Location
    SWINDON
    Reviewing
    BT
    Date
    Comments
    Overall: worse provider ever!
    Worse in EVERYTHING!
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    BT
    Date
    Comments
    BT is the worse company I've ever seen , they promised me ten times to install the broadband cable each times they come up with the new excuse and lie ! Who ever run this company most be the worse ! I would never join bt in my life !
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    DO NOT trust BT
    DO NOT try to place your broadband order using their website (they will cancel it and force you to phone them)
    DO NOT phone BT without recording your call
    DO NOT finish your conversation without understanding every single word they say (foreigners, they will trick you)
    DO NOT expect they sign you up for the contract you asked for
    DO NOT think they won't lie to you in order to get more money
    DO NOT believe they will cancel your contract easily
    DO NOT hang up the phone without getting a confirmation email from BT of what you agreed
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Wow! Can NOT wait for my BT contact to end. BT is nothing but a scam and a joke. They should just stop already! absolute terrible service all round!
    No stars deserved for this horrendous company!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    AVOID by all means for your own mental wellbeing!
    This is the worst service I have ever experienced. I don't have broad bond for 8 days and when I call after 45 mints just they hung on me. I spent hours on the phone my finally send me the wrong product. I returned and yet I have to call them and spend hours on the phone again.
    The bill I received was wrong one single call £165.23 duration of 17 hours. I went throng hell till they reduce it to under £20. £155 over charge for broadband over use. Requested to give a unlimited package they refused as I should wait for 12 month no broad bond service as everyone fright to goes over limit and however the compute shows 3.08Gb use the BT does not accept this fact, their meter is always 10 to 15 times over the Windows 10 usage meter. Therefore we came to conclusion not to use the service at all.
    Pleas if you’re not checking your bill try to do it and you will see: 1- the duration is over extended to cheat you. My last bill duration is states from period of 24 March to 23 June but it is covers charges from 1 March to 23 September 2016 this is not quarterly bill. My last bill is a similar period notice things has been paid for and again reappear in the new bill, when to discuss this with Indian operator she /he says cannot do anything but my boss will call you but you never receive that call and again you have to explain to the new operator and the cycle repeats.
    Pleas avoid this company, I can't wait for August to when the contract ends and I am free to go.
    DO AVOID!
  • Reviewer
    Location
    Cannock, Staffordshire
    Reviewing
    BT
    Date
    Comments
    The worst experience i have had in regards to broadband and customer service, still left without broadband connection 2 weeks after the original connection date and still no end in sight.
    Constantly fobbed off with excuses and false dates as to when i will have internet connection, i would never advise using BT as a broadband provider and will certainly never go near then again!
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    BT are providing me with a terrible broadband service.Now down to 0.13 speed. Whenever I complain to them about the poor quality of service, they promise everything, and do nothing. I am still waiting for a refund from them for no telephone or broadband for two weeks in Jan.2011. They have promised to refund my money 3 times, but they just tell lies. I wish I had cable laid in my road so that I could get Virgin.
  • Reviewer
    Location
    No
    Reviewing
    BT
    Date
    Comments
    My internet drops out constantly, I never get to do anything for 20 minutes until the internet suddenly goes off and I have to restart my router. This is the worst!
  • Reviewer
    Location
    Allington Maidstone
    Reviewing
    BT
    Date
    Comments
    very slow
  • Reviewer
    Location
    Stoke
    Reviewing
    BT
    Date
    Comments
    Been with BT for a while now and can honestly say it is a complete joke. For many months now I have kept being disconnected from being online. Download speed is shocking. Bought extenders but nothing happens.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Honestly feels like a time machine. Reminds me of dial up internet but then again at least that was reliable. When you can’t even load a 2 minute video never mind a movie on Netflix. Honestly banging my head off the wall would be more helpful then the customer service, this is suppose to be the 21st century! The fact I can’t get higher than 10 mbps is a joke. Then again what do they care ! Not like they read the reviews !
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Comments
    I understand all the gripes posted on this site as I have experienced some of them, but the most aggravating instance is a phone call from India at 1.am in the morning asking my wife if I was available, after all the fuss and stumbling out to the phone from a warm comfortable bed, when she remarked on this unwelcome phone call, he just put the phone down without any explanation why he had called or a sorry or kiss my ass or anything. The ignorant pig.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    I had a horrible experience with BT and was a long customer. They promised me a 60 Mbps speed and instead all I received was just about 2 Mbps. Absolutely horrible customer service. Was finally able to leave and switched to We Save who have saved me a mass amount of money and also provided me with a better service. Would definitely recommend We Save over BT.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    BT
    Date
    Comments
    Very poor service, broadband is either horrendously slow or does not work.
    Would not recommend this provider at all.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    On the 24th Feb 2016 I ordered BT broadband and phone line, a short while after I received an order confirmation text with a reference number. A few days after, four times in a row I was told by BT's customer service, someone will get back to me by 20:00 the following day, on each ocassion, I never received a phone call. I called BT and told them to cancel my order. It was then they decided to pull their finger out of their ass and make progress (I had no intention in going any further with their services at this point, but gave them a second chance). They cancelled the order (the date of this "progress" 5th March 2016) and placed another one...NO CHANGE! Today 14th March 2016, I called BT and told them to cancel my order, I don't want anything to do with them, they asked why, I told them my service isn't even up and running yet and the lack of your communication is nasty! Irresponsible! Unethical! And unprofessional for an organisation of your calibre. They finally cancelled my service, what I will say is I've been with Sky for several years and never had a problem with customer service, the reason why I wanted to change was because they never gave me a good enough deal with the package I had in comparison to what other people I know was getting, however, after what I experienced with BT! I'm staying with SKY, one thing I forgot to mention, there were two ocassions when I called BT, they left me hanging for 46 and 45 minutes respectively.
  • Reviewer
    Location
    Worcester
    Reviewing
    BT
    Date
    Comments
    I signed upto infinity broadband band last year and on the day of installation the engineer told me to test it out, I downloaded 10 songs within 30 seconds was very impressed.he left and from then my speed DROPPED the one day it took 20 mins to open a web page, I constantly had to complain to call centre in INDIA who were unhelpful and could hardly talk English. This carried on for a year constantly ringing and getting nowhere my speed was coming up as 10-17mbps they kept fobbing me off saying their computer showed I was getting 39.1 a total lie. Moving forward to last week I told them I was thinking of leaving and going to sky, was promised a call within two days they rang me when I was at work so asked for a call back after 5. Had no call until the next day when at work again and was told they tried ringing at 7pm the previous day but had no call as nothing on my mobile so they blatantly lied. Told them I was going to sky. The next day I had a phone call and spoke to someone in England trying to talk me out of leaving felt very pressured into staying but told them I was definitely leaving, was told would have to pay termination charges which I told them I shouldn't have to pay because I'd not received what I'd been paying for, while on the phone I did a speed test and it was 17mbps was told I would have to talk to tech team again and have an engineer come out to prove my speed was slow. Did a speed test today and all of a sudden my speed is 32mbps the most it's been EVER very convenient since I told them I shouldn't have to pay for termination and the fact they would send an engineer out which I'd be charged for! Stay away from bt at all costs conning b******s
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Comments
    Your home hub 5 is a load of rubbish and so is your fiber service you can not connect to WiFi around your own home then you want to charge me £50 to replace it with an upgraded one or £250 to cancel my service what a disgusting service you provide you electrical good are unfit for purpose and should be recalled and a new upgraded one sent out free of charge (DO NOT USE BT RIP OFF COMPANY)
  • Reviewer
    Location
    Cheltenham
    Reviewing
    BT
    Date
    Comments
    I have ordered my brodband at the start of September.On that occasion I have been told that even if it will be two separate instalation charges of £50 I would be charged only for 1. I have been told that about 10 times during my first call when I was ordering the broadband. They conected the phone, fee days after internet and tv. And the problems starts tv box didn't work.Contacted the servise to have it replaced- impossible. They had to send and engineer to fix it and as we said we are in work during the week nobody get back to us. And guess what our first bill was £100!!!!!!!!!. Surprise surprise. I call be the bt on 15th been on the phon for 30 min been told I will receive my money by next Friday. And whats happend? NO MONEY ARRIEVED. Called again on the following Friday asking whats happened with my refund, apparently nobody placed it but this time they will speed it up and it will be on my account soon. And whats happend NO MONEY ON MY ACCOUNT AGAIN. Started to get a bit annoyed. Contacted them on the chat just to be told again NOBODY PROCEED THE REFUND. And the person I am speaking with has no power to refund my money and I should speak with PERSON WHO PROMISED ME REFUND!!!!!!That's started to feel like a sick joke. Called the customer service to heard that I SHOULDN'T BE WORRY. Coz the complaint beeing placed and now I have to wait for the complaint o be resolve before I can see my money.Great.MORE WAITING FOR MY MONEY. Really not happy with customer service and their structure. Last time I was dealing with them.
  • Reviewer
    Location
    Norwich
    Reviewing
    BT
    Date
    Comments
    Horrendous, bt are crooks , lie after lie, asked to speak with a manager the same lady called me back on another number pretending to be a manager and when I caught her out she put the phone down!!!
    Spoke to graham taylor who is high up in complaints apparently and he was just as horrendous, although for the poor customer service he allowed £10 off our bill as a good will gesture , how kind of him when we don't believe we actually owed any more money anyway !!!! Stay clear of this company
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Horrifyingly slow speeds with bt infinity!! Much worse than sky
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Comments
    The worst thing I ever done, never works. They send me and Engineering and he did't know what he was doing, he didn't solve the problem. I'm going to cancel my BT soon because after a month I can't wait anymore. DON'T MAKE A CONTRACT WITH THEM!!!!
  • Reviewer
    Location
    Sbsh
    Reviewing
    BT
    Date
    Comments
    Worst customer survice ever dont move to bt u will have to call them up a least 8 times before the job gets done
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Comments
    5 weeks of stress, cancelled contract by BT, reason? Still don’t know, engineer failed to turn up, numerous calls to BT, promised the world, of course it never happens.
    End result, £108.04 taken from my account for a service I have never had. Was told yesterday that will take up to two weeks to be reimbursed. I can’t even give a star rating. SHOCKING
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    BT
    Date
    Comments
    Tried but failed for weeks to sign up to BT Internet due to the appalling incompetence of call centre staff - only to find a competitor could do it within the week. After 18 years as a BT Customer this is the worst customer service I have EVER experienced. Never again BT. Stumbled on this review site whilst searching for how to reach senior staff at BT - they have very serious problems and need to sort it out.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    I bought a broadband in London from BT in order to get some wifi. It took me more than two months, and 6 engineer visits, wich 4 never showed up. I still don't have wifi by this time, and when you cal service, they'll find excuses for all of this, by saying that it's not their fault, when it is.
    You will be also the one in charge of pushing them to work, will need to call them every day for over a month period of time asking them info about all of this.
    DO NOT get bt, if you don't want to spend a lot of useless time to useless service.
  • Reviewer
    Location
    Lowton
    Reviewing
    BT
    Date
    Comments
    I would be dishonest if I gave even one star rating for any aspect of the service. We have suffered 18 months of unreliable broadband. Over Christmas it has been impossible to watch a programme without it dropping out. Each of the many times we have contacted BT to get it fixed we have had extremely poor service, even to the point of BT lying to us. As soon as our contract comes to an end we will happily switch. Geoff from Wigan.
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Comments
    Customer service ok good but service in general utter Tripe!!
    And to cause insult to injury I nave just been charged..supposedly 'out of contract a total in excess of £46 to cancel this pile of pants!
    Blooming nerve! never again!!!!
  • Reviewer
    Location
    Merseyside
    Reviewing
    BT
    Date
    Comments
    I will be trying to give a 0 star but I suspect a 1 star will be forced. I've had two appointments for an engineer to install and connect a line. Both times they have failed to turn up. Both times they have failed to contact me to even mention this. Both times I have been told by BT staff that the appointment was definitely going ahead. Both times the information was wrong. I have cancelled the order and will not use BT. I would advise anyone not to touch them, they seem very understanding of the absolute slackness of their engineer suppliers. letting them get away with whatever they like, but their service to paying customers is non-existent. I wish I knew who BT use as engineers in my area so I could review them too.
  • Reviewer
    Location
    Falmouth
    Reviewing
    BT
    Date
    Comments
    Dreadful wasted an hour on the phone and 25mins online talking. Offered a deal on the phone. went away to think about it. called back that deal doesnt exsist. after a 20min wait they sent to online assistance which were rude and useless they sent me back to the people on the phone which tried sending me back to online assistance. so I'm going to Plusnet. BT = useless
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    BT business i would never recommend this company they are not flexible at all and do not UNDERSTAND if your having probelms no compromise no help no negotiation just disgusting the experience I have had. Try other providers not BT. They just plain black and white I would say whether you can afford or not complete your full term length dont care or want to listen to your probelm. Manager was absolutely disgraceful I found.

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.