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
    3.1 stars

Based on 3048 customer ratings since 2021-07-05 (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.

3,292 Customer Reviews over 83 pages

  • Reviewer
    Location
    fife
    Reviewing
    BT
    Date
    Comments
    I recently quit my job as a customer advisor for BT, the worst job ive ever had. Getting shouted at by customers for the failures of engineering company Openreach because they are utterly incompetent. Having to phone their indian call centre everyday for useless updates to pass on to understandably angry customers. Quite often they will not turn up for appointments because of "lack of resource" i.e not bothering to send engineers out and not letting anybody know . Try telling that to customers who are on their 3rd missed appointment. Also the fact that we are allowed no more than 900 seconds for each call and have near impossible targets,. They just want advisor's to get them off the phones without too much hassle. Joke
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Comments
    Absolutely shocking I been getting up to 4mb download until mid August. Repeated texts from them saying they had tried to contact me to resolve the problem. Agreed that speeds were .25 mb and problem was between their exchange and my home. A total nonsense!
    Still unresolved as of now!
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Every 5 minutes the internet would fail and kick everyone from the internet it sometimes would go off for more than 10 minutes before it finally came back on we have had problems since October 2017 and it's not October 2018 don't waste money on this boardband it's the worst we have ever had
  • Reviewer
    Location
    MITCHELL
    Reviewing
    BT
    Date
    Comments
    i can score no stars rubbish

    engineers come out and don't know what they are doing
    no broadband now for 3 months can't get out of contract until they say so


    shambles passed onto 8 different operators to sort


    worst service ever
  • Reviewer
    Location
    Warrington
    Reviewing
    BT
    Date
    Comments
    I am absolutely dissgussed at bt customer service. Without notifying me they raised my bill when I was told when I signed up over the phone I was in a fixed rate for 12 months. I wanted to cancel my package and the Asian man I spoke to put me on hold half way through conversation at 20:50 for over 25 minutes... the reason being... they close at 21:00 and clearly didn't want to take the call! I used to work for bt for over 2 years and I know all the tricks they use! This is an absolute disgrace and the power of social media is a wonderful thing. I will be cancelling with amedeat effect! Bt instead of paying your paying your employees shifty bonuses to answer phones try getting to learn how to do the actual job... I wounder if you are regulated by the FCA?? DON'T CHOOSE BT!!!
  • Reviewer
    Location
    west sussex
    Reviewing
    BT
    Date
    Comments
    Never again, how can I get out of contract, I am a pentioner and my sports is the only thing that keeps me going and I can only afford so much.
  • Reviewer
    Location
    Richmond
    Reviewing
    BT
    Date
    Comments
    I have switched to By Premium Mail and as a result lost all my emails (on the day the switch took place - hundreds of them). I have contacted 'customer service" so may times I have lost count. They are useless and say there is nothing they can do! I have lost the will to live. BT customer service used to be so much better. It is now a disgrace.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    If I could give zero stars, I would for all the above. TERRIBLE customer service - calling up was a mustake, nobody knew who to transfer me to and there was no one person in charge. Was on the phone for a good 1.5 hours.
    And above all TERRIBLE service. Firstly, they ripped us off and installed normal Internet, not broadband as we paid for ( only knew this when they came to fix our internet the second time round) and then a week later they cancelled our internet for no reason and asked us to pay £200. After another week we found out the it was because somebody else from our building had cancelled it by mistake and not told us. After getting Internet back for a week, it has stopped working again. This is the WORST INTERNET PROVIDER I have used and will never use BT again.
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Comments
    No stars because BT is disgustingly over priced
  • Reviewer
    Location
    Banstead
    Reviewing
    BT
    Date
    Comments
    Totally Fustrated now!! Never call you back...slowest broadband Ever!!!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    The service BT provides is awful. They arrange appointments and do not turn up (although appointment has been confirmed multiple times, including the day before), incompetent assistants with poor training, who put the incorrect order through multiple times; they inform you they will follow up on orders/ queries and get back to customer, but never call back; charge you for services you are not using; unaware of departments within their own company (which you have had contact with previously - when you call to follow up on an order they just inform you the department does not exist - although you have been told by customer service to call the department previously). My broadband and telephone line were scheduled to be installed over 1.5 months ago and it still has not been due to their mistakes! Terrible! Go with virgin, sky, hyperoptic, any company but BT
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Comments
    An explemary example of a company totally out of control.Moving to BT ? A unique experience. Duplicated customer accounts , billing cock ups, unintelligible customer service reps , the list is endless. Commenced service early December with promises of this speed and that. Result no where near ! Switching supply to another provider . Interesting that responses to emails to customer service take forever but cancel and you get one in two hours ! So on an 11month unexpired contract at £40 per month you can expect to get one of these emails.

    As you're still within the minimum term of your contract, you'll need to pay a charge for each month you've got left. We expect this to be £469.96 by the time you move.

    You'll also need to pay:

    £65.00 for BT broadband equipment charges
    £152.09 for BT TV equipment charges.

    This email was just after receiving one offering higher speeds e.g 76 Mbps if I signed up for 18months irrespective of the fact current contract is 52 Mbps and actual is 32mbps if you are lucky. Forget writing to OFCOM they are weak and totally unable to control BT. Lots of very bad publicity is what is needed ..
  • Reviewer
    Location
    Hamilton
    Reviewing
    BT
    Date
    Comments
    I changed to BT Infinity from Virgin to save money and I believed there would be no loss of service. I was very much mistaken. Since it was installed we have yet to have all 3 services working (phone, broadband and tv). Both my partner and I work from home so the interruptions on broadband have caused us major problems and I have spent so much time calling and emailing - all to no avail. Customer service is atrocious and I have constantly asked to speak to a manager as I am looking for compensation and to cancel the contract however I won't be paying them a penny as I believe their products are not fit for purpose. I am thinking of taking my complaint to a telecoms ombudsman. Has anyone tried this route and any success?
    I award no stars for anything BT have supplied - dreadful service and would never recommend them.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    BT
    Date
    Comments
    BT is the most unsupportive, badly organised company I have ever dealt with and completely incompetent. The put me on the wrong contract, sent me the wrong equipment 3 times, I could not connect to the internet for 7 weeks and would not help me. I could not get through to Bt spending hours trying to get through when I did manage to get through, BT staff were clueless about my situation. Nobody from BT would phone me back either. But they still kept on sending me bills for a service that I could no use. I have just finished my 1-year contract with BT and I'm going with TALKTALK. BT do not care about their customers or rectify their mistakes. I am so relieved to see the back of BT. I WOULD SUGGEST NEVER SIGNING A CONTRACT WITH BT- YOU WILL REGRET IT!!!!
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Comments
    BT is a serious thief in this country we, their customer services team are a big lairs wasting our times, I have been suffering from them for more than one year, they not canceling my contract and not fixing the problem, in addition to all that they overcharging me every month and always I have spend many hours speaking with their rubbish team, really we should bring those thief to the court and it must not be allowed steal people, we should not just write a review we should act to bring those to the court, I am going to make claim for compensation, because they did not let me to cancel it
  • Reviewer
    Location
    Liverpool
    Reviewing
    BT
    Date
    Comments
    Not only do you get half or less of what you are promised, you also get disconnected all the time. When you bring that up at customer service, they basically tell you "well, too bad for you but you agreed to a contract". Why am I the only one who has to respect the contract? If I am not getting what I am paying for, I should be able to get out. Greedy company with a horrible service (and customer service is very bad). STAY AWAY FROM BT.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    So after a month of waiting, 6 phone calls, 50 unwanted text messages and a half day loss of earnings I have told bt where they can stick there service. Waited 2 weeks for an engineer appointment, took the morning off, he arrived and did his work and I thought that would be that. I received the router a few days late due to a delivery miss hap, but when it finally arrived I thought it would be a simple effort of plug and play. Unfortunately not the case. After several hour long calls to a outsourced call centre to get the account activated, it turns out the engineer needed to complete more work. This involved me taking more time off work ( further loss of earnings) because they don't work weekends, and the appointment would have been a full 6 weeks after the order was placed. This was by far the worst customer service I have ever encountered, and I would recommend genital amputation before recommending bt.....it would be less painful.
  • Reviewer
    Location
    england
    Reviewing
    BT
    Date
    Comments
    Firstly my reason for writing this review is that they mis sold my family to a worst broadband not telling us we would lose are fibre place. And for several months we've been hetically trying to find a solution and BT and EE have not co operated or taken action.Secondly they surprised us with nearly doubling the amount of money we had to pay for our monthly contract. And our broadband has become more slow. We are deeply disappointed with BT after being a customer with them for more than 8yrs. And we don't recommend using BT. If it was possible i would of loved to give it zero stars.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Broadband down for 10 days now. 3 times told will be fixed within 24 hours. 3 engineers visits cancelled by BT. Impossible to speak to a human being, except 1 who registered my formal complaint. Switched to Sky in frustration and got an immediate response that I owe BT £150 for cancelling their contract. But in law a contract is to supply services and they aren't! Apparently they have 28 days to resolve service outages. How can you run a business like that? Avoid BT like the plague. Oh and they said that if I switch they won't resolve the fault! Nice.
  • Reviewer
    Location
    WIGAN
    Reviewing
    BT
    Date
    Comments
    If they offer you a special deal, such as infinity without having to pay the £60 connection fee, don't believe the liars. I got this offer WAS billed for it. Rang them up a week before the bill was due to go out of my account. They agreed that the money was not owing. Nevertheless the thieves still took the original money from the account, promising a credit sometime in the future. I have heard those kind of fibs before. Crooks.
  • Reviewer
    Location
    Farnham, Surrey
    Reviewing
    BT
    Date
    Comments
    Pathetic, criminal organisation that constantly lays on 'late payment' charges by ensuring your bill doesn't reach you until AFTER its due date, absolutely none of the advertised 'switch to paperless' benefits received, at best intermittent service, paying for 40Meg, funnily enough never have over 14Meg unless there's an engineer sat in the building when it mystically reaches 31/32. Absolute rubbish, utterly criminal. Can't believe I have to switch mobile supplier too now as their monopoly continues to grow.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Worst broadband ever, plus that expensive... if you want to test your nerves go with BT, but believe me .. even you are the strongest mind and spirit person ... after few days you will give up ... even one star is too much to review BT
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Comments
    Absolutely disgusting customer service. My dealings with BT have inspired me to cut all cables to my property, live in my shed and create some sort of nomadic existence for myself. On the plus side.. if you complain enough they will give you refund after refund. I’ve now got enough credit with BT to retire and move to the Bahamas if the shed gets a bit cold in the winter. USE SOMEONE ELSE.
  • Reviewer
    Location
    Chester
    Reviewing
    BT
    Date
    Comments
    SHOCKING. We have been with BT for 3 months and It has been the worst move we have ever made. I strongly recommend if you are thinking of changing to BT . Please Don't waste your money or Time. The whole package has been a joke. Apparently the problem is not BTs fault it is "my wait for It Microwave and mobile phones " RUBBISH. Do they think we are stupid. We had been with Orange for 10yrs and never had a problem. I have cancelled my Direct Debit as they just keep taking money out. It's only since cancelling the Direct Debit that they now want to try and solve the problem. I have told them they can take me to court as they will not be helping themselves to my money anymore. Customer Service have been useless.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    My activation date was supposed to be 21/10. It did not activate and the BT home hub arrived 22/10. I contacted them several times to find out why my service had not been activated. They raised a complaint for me and someone called me the next day to tell me that my services would not activate until the week after, but they'll contact me the next day to give me an update about whether they could do that sooner for me. They called me the following day, but hung up after two seconds so I could not pick up. This happened the following day too, so I contacted their online chat and was told that my services would activate in 24 hours. It did not. I contacted their online chat again and was told it would definitely activate by 3/11. Needless to say, I contacted them on the day to make sure. The lady on the phone was called Sonia. It was lucky I called as was told if I hadn't it was unlikely anything would have been done that day either. She escalated my complaint for me and made sure they activated my phone line for me that day. The broadband activated the following day. I would really like to thank Sonia as without her, I would probably still be without phone or broadband. BT is the first provider I have ever had problems with. They never communicated any problems or delays to me which would have made things better. At least I would have known what was going on. Instead, I had to chase them every step of the way to find out what was happening with my order. I did not like that they would call me for two seconds and hang up before I could pick up just so that they can put down that they tried to call me but could not. I did not like that they kept giving me a date then changing it further and further into the future. There are some very dishonest people working there, letting down the company and the people who actually work hard there. BT comes across as a very disorganised company to me. Their broadband seems OK right now, but I am dreading having any problems in the future and having to contact their customer service. From my personal experience with them, I cannot recommend signing up for BT phone and broadband.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Absolutely disgusted at the dishonesty & fraud bt commits & gets away with,they lied about the broadband speed,lied about bills & customer service is a painfull experience,its as if youre talking to people programmed to be as unhelpfull as possible,left bt so free at last,free at last,god bless me,im free at last.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Comments
    This has been an absolute nightmare we are in the middle of a city but have been trying to get engineeress out for 2 months
    3 no shows 3 missed days off work £2000 lost
    Still no show today
  • Reviewer
    Location
    leicester
    Reviewing
    BT
    Date
    Comments
    It was reported that BT loses broadband customers over other providers (the Financial Times) and here is why!

    I am a psychologist and normally I use large quantity of data to conduct analyses and draw conclusions very cautiously. In this case however, I have a definite answer to the question “why BT loses customer” because I am one (or rather I was one until a moment ago).

    Reason #1 Speed does NOT matter

    We signed up to a plan that was “up to 76 mbps” but we suffer from slow connection and constant internet drop-offs. It turned out that we received on average a 30 mbps broadband according to the engineer BT sent to our house, in the course of checking the problem. We thought it was not what we signed up to but BT insisted that they had provided “satisfactory” service.

    We were told that a contract of “up to 76 mbps” means a service of 1-76 mbps and the guaranteed speed was determined by a rather mysterious equation that the BT server decided upon running a couple of weeks after the customer registered. Many factors could influence the guaranteed speed such as the service to a nearby household. Therefore, each line could be different and in our case the number was “17”. Therefore, we received a service of 30 which was faster than what we should receive. So BT could not admit they did not deliver a service they had promised despite we had been paying for a plan of 76mbps; excuse me, UP TO 76.

    Reason #2 WiFi is NOT their problem (but mine, the customer’s)

    We were unable to watch a movie by streaming neither from Apple TV nor Fire TV because it would be constantly loading. When I mentioned this as an evidence of poor broadband service I was told that BT only guaranteed a wired connection and WiFi signals depended on too many factors that they could give no answer to a WiFi problem. As we already received “faster” speed than we should (not what we paid for though) the WiFi connectivity issue had nothing to do with their business. One of the technical support advisers was kind enough to suggest me to use a portable radio detector to look for the potential object that could significantly interfere with our WiFi signal in our house, but again, that was not what BT should be concerned about.

    As a matter of fact, BT provided a signal extender to plug in beside the TV and for the TV box. Actually we constantly lost signal of TV channels too (the channels through the box not the antenna), which indicated they were not so innocent an non-involvement of the WiFi problem. After all they knew a signal extender was necessary although it did not work.

    Reason #3 Tick the box and kick the ball

    As described above, the conflict between BT and us (the customer) was quite difficult to solve (even for a psychologist who studies problem solving). On the one hand BT thought they provided a satisfactory service (above 17); on the other hand we felt let down and not given what we paid for. There was a huge discrepancy between 30 and 76 after all.

    When we started expressing our dissatisfaction and suggested we would leave BT as a result of this dissatisfaction, we were forced to speak to different persons from different teams, including customer service, technical support, and different levels of managers, at least 10 of them. All of them suggested something but could not improve our satisfaction which was a matter of fact. Why? See reason 1 and reason 2! Because speed does not matter to them and WiFi is not their problem.

    In this dilemma, BT did employ the best strategy which was to tick the box and kick the ball. Each of the personnel said what they could (not doing anything please keep in mind they merely talked over the phone except for sending a person who confirmed that we did receive a speed of 30mbps) and then passed us to another person. I felt like I was talking to many tape recorders as they repeated the same things, such as “you have received a faster speed than you should”, so many times.

    The end (or NEVER END)

    We paid a penalty to leave BT. We are celebrating because if there has to be a cost of breaking free, we were happy to pay for it. What matters here was to stop losing and suffering any longer.

    Hooray BT should celebrate too: a customer PAID to leave, which in itself says a lot. My list of reasons were only based on one case but I can guarantee its veracity; the only shortcoming of this analysis is that the list of reasons to leave must be incomplete.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    BT
    Date
    Comments
    Waited from 8 am until 1.00 pm today at my sons house for a booked B T engineer to call to sort out his Broadband.If he wasnt there they would charge. They didnt turn up or call. On contacting B T was there an apology? No!! Son now has to wait to for weeks for these incompetent cowboys to try again. Couldnt organise the prov... in a brewery. And he is a new customer. First experience of B T And they are in the communication business - what a joke
  • Reviewer
    Location
    Keighley
    Reviewing
    BT
    Date
    Comments
    Do not go near this company unless you want frustration after frustration. spent 1 hour 30mins on phone last week making an appointment. Guess what they never turned up or sent the router out.
    Now i'm another hour into chat trying to make another appointment.

    Do not use this company. I have never in my whole life experienced such incompetence. Do not go there. Do not consider giving them any of your money.
  • Reviewer
    Location
    Rotherham
    Reviewing
    BT
    Date
    Comments
    we have recently moved house and i requested BT to continue providing service to our new place. I was absolutely shocked and disappointed how awful BT after care service is!!
    For the past 6 weeks i have made numerous phone calls with regards to connection drop outs,wireless failure!! some how any technical complaints ends up in India. Those BT Indian staff members are bunch of lyers, they will make false promises yet fail to deliver. They are very good at apologising but fail to take any positive action. i was so saddened and disappointed the way BT have treat me. After six weeks i am still having problems with my broadband and BT refuses to terminate my contract without charging silly money. i would never recommend BT to any one after the latest experience.
    Please think carefully before you sign on a dotted line with BT.
    in my experience once they have got you signed in and got your money they dont want to know your problems!!
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    BT
    Date
    Comments
    Worst customer service team ever. You go round in circles repeating yourself to different staff members only to be transferred to someone else who does not know how to fix your issue. I have been promised call backs I have not received I have been on the phone for hours and I have had poor internet for over 3 days. I would not recommend this service to anyone. I would rate this company 0 if I could
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Comments
    Worst internet company that I have been with ever in my whole entire life. Crap wifi, even with fibre.... Increased my direct debit amount without informing me.. Crap customer service who kept offering me more offers rather than solving my issues on the online chat (and he didn't seem to understand my questions). Will be leaving when I have used up my data for the month that I had paid so much for !!! It's like daylight robbery!
    GO WITH A DIFFERENT COMPANY!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Comments
    Totally agree with reviews on here we switched from sky to bt to save money, worst decision ever will run back to sky. Worst thing is even though bt not supplying what we pay for we cannot cancel without huge charges.
  • Reviewer
    Location
    Hebden road, Haworth
    Reviewing
    BT
    Date
    Comments
    Changed to BT A Month ago.Afterbeing with BE THERE FOR 3 YEARS+ SKY Took them over, We were getting 18/19Mb minimum & ocasionally 21Mb 16msec. ping Upload was 1.22Mb.This account was in my wifes name,Which became a problem when SKY tried to charge extra for NOT being a SKY TV,or Phone package customer,my Son was but once set up said it was not possible to combine the 2 accounts, even after thretening to cancel the TV Package. they did relent & dropped the b/band to £5 per month for a year.Because of there dictatorial attitude & service dropout at random. She Canseled at year end.I then moved to BT knowing what my line speed was capeable of I was confident to get the same or near speed after 5 weeks of complaining my best speed is 12Mb download & at worst 0.18Mb on an evening, this lowest has improved after all my complaints, I am still very dissatisfied & still wanting what We got 4 years ago down the same phone line. They do not seem to care I have been a BT customer for more than 50 years.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Comments
    BT is an utter disgrace. I left them after 2 years of truly awful service and total indifference from their staff.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Comments
    the worst bd band ever do not waste your time. 4 weeks waiting to fix the problen . still waiting.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Cant even open a web page even when no one else is using the internet, rarely is useable
  • Reviewer
    Location
    Swansea,UK
    Reviewing
    BT
    Date
    Ratings
    • Speed
      1 star
    Comments
    Service liable to cut off,even told network is busy yet I pay and only get low speeds,so presumably my low speed connection is cut off while others paying the same but with more than 10 times my connection speed are getting service.
  • Reviewer
    Location
    Northern iteland
    Reviewing
    BT
    Date
    Comments
    Not even worth one star absolute disgrace set dates for activation no engineer comes they continually have messed order up cancelled and re ordered apparently that’s their process for me has happened four times in a month and with that comes another arrival of new equipment and their bill. I have been left lots of equipment I can’t use and been without broad band service for over a month just received another delay confirmed today . if u wise avoid bt and go elsewere

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.