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 1316 customer ratings since 2023-07-20 (Show all time ratings)

Visit BT   Read our BT buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,615 Customer Reviews over 91 pages

  • 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.
  • Reviewer
    Location
    Troon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Excellent speed and 100% reliability
  • Reviewer
    Location
    Troon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service, we have an issue with Internet and phone connection....we have been on the phone since 9am this morning....2 hours latter and the clowns at BT are incapable of solving a simple solution. Pathetic customer service.
  • Reviewer
    Location
    Trowbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service, previously with sky who I left because of cost, BT infinity is supposed to be great but the internet suffers in drops constantly, the fault was reported and an engineer booked who failed to arrive, I called BT to ask where the engineer was and was told that it had been cancelled due to having been looked at by another team from BT who found no fault funny that as when I was on the phone to BT the internet failed again! no email, text or call to tell me that it had been cancelled, so please save yourself stress and time and go elsewhere, BT has now been cancelled after only 2 months without any penalties due to them admitting that they are useless.
  • Reviewer
    Location
    truro
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolute pile of junk ,i got wifi so i could watch a few films etc ,even with full signal all movies constantly buffering ,customer service couldnt even find my account ,now im stuck for 12 mths on a crap network with no signal and to top it all they tell you if you cancel you will have to pay the whole 12 mths what a cheek .
  • Reviewer
    Location
    Truro
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      2 stars
    Comments
    I made the foolish mistake of switching to BT from my broadband and phone line supplier over 12 mths ago, from the beginning it was a catalogue of errors and hassle. It started with my phone not enabling us to phone out! after hours on an offshore call centre getting nowhere with someone who knew absolutely nothing about BT services & how they worked, and was quick frankly rude!! I gave up after 2 days. My partner eventually found the solution on a forum of disgruntled BT customers!! eventually after 3 mths BT resolved the issue! my broadband speed was pretty useless most of the time and stuck with the contract I pushed on until it was due to expire. I was then shocked to see a debit for over double go out of my bank account with no warning ! Yes right on expiry good old BT with no warning stuck me on a tariff that basically ripped me off for double the amount! no email, no paperwork warning me my contract was due for renewal! I have since switched and surprise surprise BT can now email and write asking me to stay and offering a different contract! i should really contest the last 2 debits taken but I do not have the heart or the courage to try and ring their god awful call centre in India! It is by far the worst I have ever encountered! my advice is stay clear of BT, poor service, no customer care and quick to charge and debit you when without any warning! glad to be rid of their rubbish broadband and phone package!! oh and don't try and complain on their BT homepage or forum! they never respond and ignore you!!
  • Reviewer
    Location
    Tunstall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Overall I have been very satisfied with the broadband both it's speed and reliability. But I can't give a rating for the customer service as it is almost non existent. Up to this year I have never had any issue but since June this year after making a complaint BT have given nothing in the way of customer service. They keep using the excuse of the pandemic but that is all it is, an excuse for not keeping in contact with loyal customers. Very poor.
  • Reviewer
    Location
    TURVEY
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    BT Infinty is really good - the kit is really well packaged, simple to set up and performance is good and stable.
    Fundamentally good product makes up for the wacky world of BT customer service - perseverence is the key - keep going till you find someone sensible to talk to and ignore the muppets (eg the nice man who advised we had a problem with the underground pole). So far all has eventually come good in the end.
  • Reviewer
    Location
    U.k
    Reviewing
    BT
    Date
    Comments
    Where do I start? Ok, costumer service is shocking. We installed a BT tv box, booted it up and it kept pixelating. After getting onto the phone to them (about a 30min wait) they determined that the connection wasn’t good enough. That’s not good as our house isn’t made of stone, infact the upstairs floor is thin and all the upstairs walls are stud walls. What’s worse is that to move the router to provide the service they promised, they said we had to pay!! Ridiculous! Right, onto speed. I get anywhere from as low as 500kb/s to a high of 14mb/s. For example, I tried to download a package that was 8gbs, this took an hour. Ridiculous!! So overall, it is shocking. Why leave? I hear you ask. Well they’re scummy business practice means that we can’t transfer our emails. So we’re screwed. I put this review up to stop any of you from making the same mistake
  • Reviewer
    Location
    Uckfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You have to wait for them one month to come and install but when you are waiting for them they put your appointment 15 days later without telling you, after two month since I ordered I had to order another broadband.worst customer service,
  • Reviewer
    Location
    Uk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    It took years for this company to learn the lesson of having UK based call centres. Now it needs to stop spending vast sums on t.v. advertising,computerised answer systems and its preoccupation with the idea that all the customer wants is to watch sport,especially soccer. This company needs to invest in PEOPLE. To improve the dismal customer care they currently provide.I simply want to ring up, talk to a human who can provide the information or help required or connect me with another human who can.Unfortunately that would require an outbreak of common sense and upset the share-holders.The company is ,however, extremely adept when increasing the price of service.This no doubt makes the share-holders happy and profits can be spent on adverts to avoid over-taxation.There must be better out there...
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DISGUSTING organisation. DO NOT use at any cost. Their charges for customers out of contract should be criminal and their customer care team repeatedly break promises. AVOID.
  • Reviewer
    Location
    Uk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really poor . 2 months on and hours on the phone, still haven't completely got what I ordered.
    Appalling customer service.
    Kind of feel everyone is paid to lie and not do what they say they will.
    We will certainly be changing provider.,
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service. 'Cooling off' period doesn't really exist. Stay well away.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT have decided to put us in a contract that we have no idea about due to us not recieving an email from them, when all we did was request a change of address.
    They say that the 14 days to cancel is a good idea, however they do not contact you or request a reply to confirm willingness to continue with the contract.
    I am unable to state how unhappy I am with this service and I still cannot do a thing about it as they do not require a signature or acknowledgement of the contract to continue the service.
    We are now stuck in a contract with a cancellation fee of around £400, and have not been provided the correct usage we are paying for, for over 5 months.
    When attempting to find another provider with better prices and cancel BT as a provider, we did not recieve the best customer service, or a any way to help us throughout this financally trying time.
    100% would not recommended BT.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Continuous problems with BT including overcharging, deal issues, terrible customer service, etc.

    Just been cut off after waiting on another complaints call for 30 mins before anybody picked up.

    AVOID BT or risk spending 10+ hours per year on the phone to them.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would give BT 0 stars if possible. They have quite possibly the worst customer service team possible. After refusing to cancel my account they still continued to charge me up to 15 pounds per month for an account I did not want. I am unsure of this is borderline theft however I am appalled at the provided services: an email I cannot access, overly excessive monthly charges for a limited email account, no accessible customer services team able to cancel a simple email account.

    DO NOT SIGN UP
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The absolute worst. Broadband installation is 38 days overdue after a 3 week delay between account setup and the installation. The only time I get updates is when I call, and some unfortunate (very kind) customer service person has explains that they plan to do it in the next week. They never do. Recommend just about anyone else. Truly awful experience, making working from home and moving house an absolute nightmare.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    NOTE: This review has been given one star only because no stars is not an option.
    A series of problems since November 2015 relating to the date on which I pay my direct debit. These culminated in BT's complete failure to take ANY payment in January, 2016. The company sent me an email just after Christmas telling me they were going to put up my direct debit payment. They didn’t taken any payment in January so I was surprised to get another email telling me my new direct debit would be for less. The logic of this must be that if we don’t pay, BT won’t charge us.
    I have spent what seems like half of my life trying, and failing, to resolve this matter by phone, email and online chat (BT's "preferred" option). Staff, both in the UK and in India, are rude, aggressive and not above lying if they think it necessary. There is no concept of customer service, and the technical aspects of BT's provision leave much to be desired: my broadband speed is well below the minimum advertised speed. As soon as my contract ends I will be ending my 32 year association with BT. The company must be doing extremely well if it can afford to alienate its long-standing customers. AVOID at all costs.
  • Reviewer
    Location
    Uk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID. Horrible company. They put you through to south east asia . Highly Incompetent . They charge you for service you dont use.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away!
    Horrible experience with BT you get missinformed from day one and then they change your contract and ask you to pay more without telling you.
    Also they refuse to let you open a complaint and most of the people you speak to over the phone are racist and rude!
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    THE UPGRADE THAT DOWNGRADED MY BROADBAND.
    Upgraded my Broadband from 13MBS to the fastest available in my area 22MBs. When the switch over day came broadband down to 0.2MBs!!!. Engineer came out to check what is wrong. I have been put on an old telephone line that is 11Km long, instead of the 2KM one that went to a local fibre cabinet that I was using before. I rang BT and they say I was always on the 11Km line the engineer has tested your line and there is nothing wrong with it!!!! I could never have achieved the 12MB speeds I said. I told them I had a VDSL line before and now I am switched to a ADSL line. They do not even know what I am talking about. They said what is VDSL?. 5 hours on the phone and am no closer to getting their big mistake fixed. Wish I had not bothered trying to get an upgrade.
  • Reviewer
    Location
    Uk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    WARNING please please do not go with EE ,BT INTERNET, absolutely terrible. The amount of stress and headache I've had is really not worth the depression.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Poor. Customer service is dreadful, connection doesnt work in the rain. They say its your fault when its their own, they say youve told them the problem is fixed when it isnt, and you havent. Can only get through by holding for over an hour. Joke of a company, same as EE so avoid both at all costs, had problems with mobile also but thats another story. Havent found one i can recommend yet though.

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.