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
    3.1 stars
  • Customer Service
    3.1 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 1333 customer ratings since 2023-05-22 (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.

3,598 Customer Reviews over 90 pages

  • Reviewer
    Location
    Telford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Only able to contact during daytime hours yet its always at night the internet goes down - a regular occurance - very unreliable and often due to 'service' maintenance they seem to do most nights and so by time you can call to complain its back on and their customer spport is aweful and do not want to know that yt again you were withoout internet all through the night
  • Reviewer
    Location
    Telford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Iv been a customer for a number of years, overall it is working every day , videos sometimes lock up as speed is a little slow but thats about once a week on average, Cost is the part that annoys me, Lots of offers to new customers but no customer care for current customers i pay £18.70 pm
  • Reviewer
    Location
    Telford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This is what i have just sent to BT, the woman on the phone yesterday was horrible, actually shouting at me in the phone , she was incredibly number is 07966045386
    I can not believe what you have done, i am already being treated for stress and acute depresion
    Yesterday you cut off my broadband
    I now have no tv
    I can not use my phone

    My son works from home and you have stopped him from working

    2 weeks ago i phoned to talk about my bill
    I tealised i was still paying for a landline package of unlimited calls etc
    I had stated and phoned numerous times about the fact i had no land phone , i didnt want a phone but yet you continued billing me for 2 years.
    The man on the phone said the best ge could do was refund me £60
    And send me a new hub, i still had a bill outstanding and told him my house was going to auction and i woukd clear my bill very soon
    Yesterday i phoned to clear my bill , the lady said my wifi was still open but about to be closed down, i had no onowledge of this , only aeare i had to change my hub over which i did yesterday.
    I had not been refunded the £60 and my bill had not changed, i paid all outstanding bill of over £100
    The lady then put me through to someone else who told me i had been cut off and i would have to open a new account
    I have been with you for over 35 years, and now you have caused me to be very ill, and for my son not to be able to work, without even contacting me
    I am on the vulnerable list which you should have been aware of
    What you have done has totally destroyed me, i can not carry on with no wifi for 2 weeks
    I have had to come down the road to send this message
    Help ?


    We will see what response i get
    I have been with BT for 37 years !
    I have never known anything like it !!

    No one in the world should be left with no communication!!

    No warning, no contact from them, NO !!

    They just sent me a brand new hub, to set up and then cut my wifi completely

    And they are saying 2 weeks minimum.

    What i do not understand is i have a brand new hub in place , surely its not that hard to reconnect me !!???
  • Reviewer
    Location
    telford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I would like to say that from the time I was given infinity free for a year I stayed with bt. The speed specified was upto 79 Mbps and that was achieved but my problem was the Wifi . I am using a bthub 3 and in my opinion the wifi range is abysmal. My hub is upstairs and in the room below is my sky box and broadband adaptor, every couple of hours the adapter lights are both on but my tv is telling my wifi signal may be too weak. Bt need to improve their hubs to give everyone better range and less time loosing signal.
  • Reviewer
    Location
    Tenbury Wells
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful in every aspect. It simply does not work and they do not care.
  • Reviewer
    Location
    Tendring Peninsular
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Premium charges for unsatisfactory 'services..
  • Reviewer
    Location
    TETBURY
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    over last 8 weeks BT Download rate has been well below the 52 Mb/s guaranteed value.
    getting BT to address the issue (Indian call centre!!!) is frustrating.
  • Reviewer
    Location
    tewkesbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    got connected on 17th of feb then disconnected on 18th with no reason what so ever now been told phone line is redundant never had problem with any other provider used them all.... was ment to have a phone call by one of complaint reps never received the call today 29th feb missed doctors appointment due to bt worst company ever spent over 200-250 minutes on the phone to them since the 18th feb
  • Reviewer
    Location
    tewkesbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    got connected on 17th of feb then disconnected on 18th with no reason what so ever now been told phone line is redundant never had problem with any other provider used them all.... was ment to have a phone call by one of complaint reps never received the call today 29th feb missed doctors appointment due to bt worst company ever spent over 200-250 minutes on the phone to them since the 18th feb
  • Reviewer
    Location
    Thatcham Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Isn't it about time that the poor service from BT was brought mote out into the open? I have had no BT sport for five weeks now. I raised the fault three times after waiting on the line for hours only for the fault to be closed without it being resolved. Finally after shouting down the phone to a woman in England she arranged for an engineer to call today. Guess what - no show! Rang BT YET AGAIN and he said he was on his way. Never arrived. Any other company would have gone bust by now. Can't cancel without paying a ridiculous termination fee. Absolutely disgusted.
  • Reviewer
    Location
    The worst BT broadband company in the UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst BT broadband company in the UK
    I have tried to be a good customer for BT Boadband for over 15 years although I have always had problems with internet speed especially with WiFi, I was stupid to stay with them for a long time. If I call and ask for help, many of them hang up without explanation. I advise everyone better to choose someone else but no BT broadband.
  • Reviewer
    Location
    The worst BT broadband company in the UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst BT broadband company in the UK
    I have tried to be a good customer for BT Boadband for over 15 years although I have always had problems with internet speed especially with WiFi, I was stupid to stay with them for a long time. If I call and ask for help, many of them hang up without explanation. I advise everyone better to choose someone else but no BT broadband.
    Really bad company Internet is very slow, If I could rate it O I would.
    Talk complete rubbish, tell you everything you want to hear and deliver nothing, Don't waist your time to customer service, 
  • Reviewer
    Location
    Thetford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor never use them I been with them for yrs and went too fiber 2yrs ago since then been hell service dropping at least 15times a day wrong engineers sent asked for reduction in Bill cos of poor service no I was paying £49 per month so switching too Vodafone guess what they called and offered too match there price my answer was get lost I asked ages ago for reduction because Ur bad service rather give my money too someone else by the way £22pm on Vodafone with calls might get same problems but at least I am not paying over the top prices please please stay away from BT
  • Reviewer
    Location
    Thetford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could rate 0 stars I would.
    This is the first time I've EVER wrote a review about internet providers..
    BT is horrible from the service itself, to the support "they offer."
    *AT LEAST* twice a night, my router will turn off/disconnect broadband randomly during movies, games, etc.
    There are no reports of outage or weather problems. Just an awesome added benefit you purchase along with your package.
    Aside from when the actual service deciding to work on it's own will, you will not get what you pay for. Speeds are fairly reduced from the actual amount (and package you believed to have had) to pay.

    To sum up this review, save your time. Save your money. Save your countless frustrations. Find a different more reliable service before you're stuck like me!
  • Reviewer
    Location
    Thetfordnorfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    Comments
    Dreadful, at last my 24 months is up. Dreadful wireless, promised speeds of 49-53, barely hitting 29. Bt wanting to dig up my path. No fault there sir, rubbish rubbish rubbish. Constantly having to reboot as speeds at 7mbps. Avoid at all costs. Youll start off good, within a month they willhave restrictions in place
  • Reviewer
    Location
    Thornton cleveleys
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PLEASE DONT Ever use bt or move to bt their fiber broadband is the worst ever broadband I had in my life speed is awful and it doesn't connect called customer support they sent me an engineer charged me £250 problem is still the same use any providers but not BT Thanks
  • Reviewer
    Location
    Thornton-clevelys
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Pay nearly a hundred pound a month for this and can’t even play one console game without disconnecting, rediculous and we even have been sent multiple routers.
  • Reviewer
    Location
    Thorpe Hesley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I regrete the day when i join Bt
  • Reviewer
    Location
    Thundersley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Just learnt have been out of contract for 2 years and paying the standard fees and at not time being notifired of comming out of contract

    Complained and got a standard letter telling me the terms and conditions of the contract only

    Tried to negotiate a new package and the difference was £5.00 reduction from my original cost of the broadband and I had to keep my old hub which is 5 years old

    Caller seemed to think the cost compared with Plusnet was down to spead so if you have to wait a couple of seconds more for a £12 saving thats no problem plus some benifits including a price freeze over the term of the contract

    Surly if you are in contract thats the price you pay over the term of the contract obviously not as I was advised it can be put up with out warning

    Been with BT 35 years no point in being loyal
  • Reviewer
    Location
    Thurso
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is terrible. Their customer service is appalling and none of them know what they really talking about. So far I have spoken to bt pretty much every day for the past two weeks and been given 4-5 different excuses as to why my account isn't active. The latest one was because they have cancelled my order due to difficulties???? I am still waiting for a callback from them from a week ago from their complaints department... surprise surprise. Absolutely shocking company! How they have business I don't know???
  • Reviewer
    Location
    Thurso
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Amongst others in our estate we are 200 yds from superfast broadband, yet cannot access it, and our own BT 'speed' averages 1/8 of what is promised and 1/3 of other providers. Service here is only marked a '2' as people on the phone are polite, but they reside in another country, have no accountability and basically the whole set up is a disgrace, as well as a joke given that our town is advertised as a shining exemplar. The truth is the service is highly patchy and I obviously reside in barren ground, so much so that my BT download was so slow last week that I had to get someone to physically post me a file on a disc. Welcome to the 21st century!!
  • Reviewer
    Location
    Tipton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    DONT use thriving conning bt I have had no internet it keeps cutting out and how many things have I got on WiFi 2 it has just made me ill what do BT say internet is fine yet I have company saying internet is useless BT don't care they are benheaf contempt were is there morals
  • Reviewer
    Location
    Tipton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt told me and sent me my speed would be no less than 42 mb download speed its only 13.4 whats going on phone customer service said you are on wireless my wife is the same she is on cable he is having a joke. BT sort it or i am off.
  • Reviewer
    Location
    Tipton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Always turning off and is never up to the normal speed
  • Reviewer
    Location
    Tipton, West Midlands, England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service vice doesn't listen better off talking to my dog
  • Reviewer
    Location
    Titchfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay an increased price for fibre which I don't actually receive as I'm too far from the exchange. I'm still supposed to receive 10-12mb but actually get closer to 6mb on a good day. I paid for an engineer to move my master socket only for the speed to lower further. When contacting BT they inform me that any engineer visit is likely to charge me the call out fee again. Customer service is unbearably tedious and repetitive, to the point where I can no longer be bothered phoning. I've bought my own 3rd party router which has helped with reliability.
  • Reviewer
    Location
    Tiverton
    Reviewing
    BT
    Date
    Comments
    Bt isamsung my worst nightmare. I am so sad to be dealing with them. Everyone be careful and read the reviews. I wish I had read them before I took out this contract
  • Reviewer
    Location
    Tiverton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Simply appalling. We were persuaded by a BT rep to leave our last provider and switch to a complete BT package of Broadband Halo and BT mobile.
    The worst decision I have ever made.
    Our Internet has been off for 3 weeks now with no indication as to when it will be repaired. There seems to be no communication between BT and Open Reach despite being part if the same company. Their complaints department NEVER returns your calls and the irony if it all is we are on their top package for customer service. Becausecwe are a Halo customer we have no landline as it is broadband based and BT mobile is very poor reception from the house. A nightmare from beginning to end and the moment we are reconnected we will leave BT and EE and never ever return.
  • Reviewer
    Location
    TN31
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband Provider Pah!
    Totally unreliable Broadband Provision.
  • Reviewer
    Location
    Tonbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor service and bad customer service. The customer service people are so rude and watch out for the cessation charge they hit you with for leaving.
  • Reviewer
    Location
    Tonbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've got to say the BT broadband/TV itself is really fast and reliable ever since it was connected. I'm using it for web surfing, cable TV and streaming. Down side is that their phone and online chat service is a mess. Overall 4 star I think it's fair.
  • Reviewer
    Location
    tonyoandy
    Reviewing
    BT
    Date
    Comments
    Iv just joined these idiots 2 weeks ago I went live. Iv had no emails or letters saying hello and what is what. I recived the broad band and done it myself they. And 2 weeks in they tried to take 61 pound out over my account with no notification and has left me over drawn I'm livid. I have rang the sorry excuse for a team who said it was a payment for the broad band delivery and broad band and line rental in advance. My bill is still due end over the same month March so that 160 pound bill in one month. And bills are paid in advance with I had no I didn't ov. Livid I played he'll on the phone to some one who can't speek or hear English very well I'm out over it and going take it furthe.
  • Reviewer
    Location
    Tonyrefail
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    Comments
    Speed at best under 4mbps as opposed to the contract of 8mbps. Intermittant performance and various drop outs o occaisions.System needs to be greatly improved before I sign up again.
  • Reviewer
    Location
    Tooting, London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Rude, terrible customer service. I took contact of phone line and Internet back in April 2016 and today I call them that i am moving house and my contract is expiring on 11th April so I don't want to renew another 12 months contract and when I move to new house I will decide at that time about the service provider. They told me that I need to pay £31.00 to shut down the broadband, at the time of contract nothing was mention to me that there will be £31.00 charge at the end of contract to shut down the contact. They told me that it is in the terms and conditions, they should tell every customer that this is the charge you need to pay at the end of contract. I will never ever use BT services in future and will not recommend to any family and friends.
  • Reviewer
    Location
    Torquay
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been a BT customer since I moved from Sky 8 years ago. Moved the service to the new house 2.5 years ago with some problems with the new set up. Since then I have 74mb up and 18 ddown 24 hurs a day EVERY day. I am now moving to the FTTP 300 mb option and have had the xternal work done (cable from the cabinet 30 yards away) and I'm now waiting for the internal connection, delayed due to the epidemic. I have always found the broadband rock steady and at the speed advertised. I do not use the BT router/wireless hardware as it is far too restricting in how you can set it up (30 years in the IT) industry. No company is perfect but I am a happy bunny with them and would not change suppliers.
  • Reviewer
    Location
    Torquay
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    Comments
    Total crap . Terrible customer service.
    Despite the adverts saying that you get the same service in all rooms or you get 100 pounds refund.....you don't!
    I live in a 3 bedroom house. 2 rooms you get almost no reception.
    Also it drops out daily. And although b.t. say they will send someone around ...noone turns up and I took a day off work to wait in for nothing. Crap company.. crap service .crap product.
  • Reviewer
    Location
    Torquay
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Torquay
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My family has been paying £50 for fibre for the last 6 months. We are getting 50% packet loss and our speed is less than standard broadband. In a futile attempt to ask them to fix it, we had them cut us off on the phone twice and haven’t tried to contact us since. I sent them an email 3 weeks ago with no reply.
  • Reviewer
    Location
    TOTNES
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt are awful - terrible communication. I wanted to leave then offered another contract low price with nothing said about being charged over £200. Honestly avoid use another
  • Reviewer
    Location
    Tower Hamlets
    Reviewing
    BT
    Date
    Comments
    Even paying for BT's most expensive Infinity package cannot get you a reliable connection.

    Forget about working from home or playing multiplayer games.

    Whenever I call them they ask me to test the connection speed and restart the router. Of course the problem is not that there is NO internet but that it keeps disappearing. I have not been able to explain this to them, usually they tell me there is no problem.

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.