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
    3 stars
  • Reliability
    3.1 stars

Based on 1355 customer ratings since 2023-04-13 (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.

3,585 Customer Reviews over 90 pages

  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were promised speed and solutions - the only things we got were delays, mistakes and problems.
    They were very fast in selling and pushing for signature, but when it came to receiving what we had ordered mistakes wouldn't stop happening from BT's side.
    Radio silence - and not only from sales people we had been working with, but also from the Commercial Director.
    In fact, to date, there is still no answer to my latest email asking for the cancellation of the product. It was ip.liverpool who had to close it in the end.
    Absolutely NOT RECOMMENDED for businesses.
    Shameful customer service
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    To cut a very long story short. AVOID BT AT ALL COST. They have cost me two weeks with no broadband and £2800 in business sales lost.Customer services are rude arrogant and pass you around like a hot piece of coal.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    During the 5 years on BT Broadband We have experienced many problems. If you have a fault with your phoneline expect them to take at least a month so send out 3 clueless engineers to run tests and tell you the phoneline is fine until a smart one comes along and fixes it. If your problem is anything other than a phoneline fault then good luck my friend because I've had unstable/unusable internet for the past 4 months with no end in sight. I think they've sent around 10 engineers to our door and they've just told us that is isn't their problem.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible broadband, terrible customer service. Do not touch BT they are a disgrace.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      5 stars
    Comments
    Promised speeds nearer 50mbs and at the beginning that’s what we received, then the cancellation date passed and speed drops to18mbs. BT first say fault at the exchange, then line outside house now it’s inside the house and a possible £85 charge. Fault promised to be fixed by 26th - now 28th and still poor speed
  • Reviewer
    Location
    Wallington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lost phone and broadband infinity for 3 weeks only for BT to finally check the local network box and find our line had been disconnected.

    Absolute rubbish.

    We had 3 weeks of agony, inconvenience and loss of income as could not use the internet for work at home. No friends or family could contact us.

    Go elsewhere.

    All calls are handled by India!! one one occasion the customer service lady put the phone down on me.

    Leaving BT.
  • Reviewer
    Location
    Wallsend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was a bit disappointed with my speed at first but since I've changed my wireless adapter I've noticed a distinct difference and am now getting the speed I was promised.
  • Reviewer
    Location
    Walsall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Not been with them long but cancelled this morning absolutely rubbish service,we have gone back to our original supplier . The straw that broke the camels back was no phone and no internet again this morning. Being pensioners nearly 80 years old we rely on our internet a lot. When we went with them we thought that they would come and set it up but you have to do it yourself so l had to get someone in to do it.
  • Reviewer
    Location
    Walsall
    Reviewing
    BT
    Date
    Comments
    Worst service i have ever known, been with BT only 3 weeks and had nothing but trouble, ive had to contact them almost every night to sort out a problem with my broadband as it keeps disconnecting when it feels like it and the speed keeps dropping, whenever i ring them im on hold for over an hour then to be put through to people that dont know what they are doing, they just like to keep you on hold for call time, anyone considering BT please STAY AWAY im taking my custom elsewhere!!
  • Reviewer
    Location
    WALSALL
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is a totally unethical company. They hike the price and send a single email giving you 30 days and the email is not clear that the price is going up and you can cancel the contract without any penalties. You only find out once the direct debit goes through showing the higher price. Price hike is more that 15%. I will not be using BT ever again once my contract runs out early next year. When I extended my contact last December it said renew and your price will not increase, be careful as this is not true because any "general" BT price hike can still be passed on to you, so not worth the paper it is written on. Do not trust BT at all.
  • Reviewer
    Location
    Walsall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keep charging in January after we cancelled in November. Prices go up for loyal customers.
  • Reviewer
    Location
    Waltham Abbey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We asked for a good speed internet as we have a few devices and what not that'll be on the net at the same time. They've given us crap that can just about have one device using it at a time. That'd be the ps3, noway could anyone else even think of using the net cos the lag is unbelievable. I constantly get the flashing orange light and can't do anything, its really slow!! considering we can only use one device at a time you'd think it'd be pretty quick but no. I've never had broadband this bad in my life.
  • Reviewer
    Location
    Walton On Thames
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful... Took BT Sport full of excitement but hardly been able to watch anything in HD as, firstly it kept freezing and then stopped working all together. They could not solve the problem after many times trying. I then get charged £34 to cancel something I can't even use. AVOID..!
  • Reviewer
    Location
    Walton on the Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    40 mins waiting to be out through. No help from the advisor. Put on hold and call is ended. That’s customer service.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      2 stars
    Comments
    Switched over to BT broadband from Sky.They couldn't manage to get the service working for 3 weeks! They eventually did and 1 month later it broke down again, have been waiting one month to resolve this with hours spent in the phone 3 engineer visits, who seem to come and leave without ringing the bell or calling before filling out their notes saying unable to gain access. So many promised call backs that don't materialise. It's total incompetence. Never been provided with such a shocking service in my life
  • Reviewer
    Location
    Warminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our BT broadband is so slow as to be useless for anything other than email. I have reported the fault again, but they insist there is nothing wrong with our 0.5mB download speed.
  • Reviewer
    Location
    Warminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst provider I have ever had, I would advise anyone thinking of joining BT to look elsewhere. Customer service is non existent, and you can rarely speak to anyone who understands or speaks English.
    The broadband speed is lucky to reach 1mb, stay well clear of BT
  • Reviewer
    Location
    Warrigton Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    Always very helpful today they sorted out a problem regarding a scam call and refunded cost. Well done BT
  • Reviewer
    Location
    Warrington
    Reviewing
    BT
    Date
    Comments
    I would give 0 stars if I could! I Have never dealt with a worse company. Iv been waiting 8 weeks for my broadband to be installed and set up! Iv been changed money for a service that I havnt got! Everyone I have spoke to on the phone either passes me to another colleague or a different department! I wouldn’t recommended this company at all. Honestly awful how is 8 weeks for broadband acceptable to someone and payment taken!!
  • Reviewer
    Location
    Warrington
    Reviewing
    BT
    Date
    Comments
    No stars second rate service. No customer care. Only interested taking money off you. I
  • Reviewer
    Location
    warrington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    very poor speeds, Dial up was faster, average speed is around 180KBps - 240 Kbps (or 0.18 -0.24Mbps). Ringing customer services gets the same responses, although we told you it would be a 4Mbps line that is a maximum and I can see you were suposed to be quicker I change that for you now. Every 6 months you ring the speed increases to 2 - 3Mbps and then slows down with in a few weeks.
  • Reviewer
    Location
    Warrington
    Reviewing
    BT
    Date
    Ratings
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not buy any BT services. After being with Sky for years we decided to change to BT for the BT Infinity service. Took 1month and 2 engineers (one of which disappeared during the job without saying and without solving it) to connect. After that we were put on a completely different package where we accrued data usage fees. Promised to remburse us but never happened. Trying to sort out the problem was a nightmare. So many phone calls without resolution. There followed dozens of phone calls, where we were cut off often and we were back to square one. 6months down the line, still getting charged for a service that we were missold. Cancelled and gone back to Sky, should never have left. Appealing customer service and rip off merchants.
  • 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
    Warrington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Never had any problems with BTs broadband services and the smart hub range is outstanding. I don't get any buffering and the additional free services such as the free Wi-Fi hotspots are really helpful. BT can be a more expensive service but value for money especially in terms of the added free services (Wi-Fi hotspots, cloud storage and virus protect) and the broadbands performance alone makes it worth the couple of quid more you pay. overall great experience. I think a lot of people forget how much they use their broadband and don't give much thought to it other than getting the cheapest deal available. When you've got a household all using the broadband 24/7 and you've decided to pay the least you can for your internet its not surprising when you don't get a quality service.
  • Reviewer
    Location
    Warwick
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Absolutely dreadful. Steer clear. Spend the extra and go to Virgin or Sky. Would give it zero stars if that was possible. Has been down for over 2 days. Not only do I not have an internet connection, I can't watch any streaming channels (i.e sport/sky etc). Furthermore, I can't watch any of the recordings from those channels that are on my box. It would be an adequate service if it was reliable but it's not. I deeply regret signing up for a 2 year contract and will be finding a new provider as soon as I can.
  • Reviewer
    Location
    Warwick
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Terrible company.
    Had an issue with my broadband which took over a month for BT to fix. Made a complaint and was promised on 7 occasions that a case manager would contact me... None of which were fulfilled. 3 months of chasing them and they eventually came up with a compensation offer far lower than what thier advisors had assured me I would receive for the time with poor Internet connection.
    Very little care for thier customers, often increasing monthly fees mid contract
  • Reviewer
    Location
    warwick
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I suffered with broadband speeds of less than 0.5mg for 2 months before moving to super fast broadband. During this time I spent so long on the phone trying to resolve and was always told there was a problem on the line we are sending engineer to fix. This happened more than 3 times and problem was closed but nothing ever changed. Felt I had no option but to upgrade after which I got approx 2 mg. I complained again and I was fobbed off with anther engineer but again no fix. Finally after using complaints procedure got an engineer who went up pole outside and fixed the line problem. For all my hours on the phone and months of them not delivering to contract was offered first £9 and then £11 in compensation. This is a big company who has lost control and as soon as my contract is up I will be off.
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have the miss fortune to have changed my broadband supplier from Sky to BT...! I now wish I'd just signed up again with Sky.. but the fancy adverts and promises of fast speed lulled me into making the decision to swap provider. Since changing we have had numerous issues just getting the service up and running... and now the service is so intermittent many of the services I intended to use are redundant... Its the last time I'll select BT for anything and will change to another provider as soon as I can build the strength to go through another router/modem change!
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Poor fibre performance, drops out constabtly, websites wont load due to pages timing out.
    Customer service is non existent, esp if you hsve a disability and need extra help.....just get told to go google it on their website
    Do not reccomend at all
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Worst company ever!! Had broadband and landline problems for over 11 months. My broadband drops out over 100x a day! Also when the broadband cuts off so does my landline. Every time I ring to get the issue resolved the " tech " department runs a "test " tells me I'm a liar and there is nothing wrong with it then puts the phone down on me... the only time you get to speak to someone in the same country as you is if you ring to cancel ironically... i have had numerous engineers out for nothing to be fixed and still paying FULL PRICE. One of the engineers had crossed over my landline so someone with plus net had my number and I had nothing.. still being charged for the phone calls they made!! I've made complaint after complaint. Somehow ended up with bt sports package I asked to cancel that. Never got done I was made out to be a liar over asking to cancel that too. Avoid at all costs. I'd rate 0 stars if I could the company is a disgrace
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Fast but expensive and full of contract loopholes to cost you more. AVOID.

    BT Infinity is not unlimited, it has a limit of 20GB per month which is not enough for general use. Upgrading after the contract costs twice what a new customer would be offered.
    The TV service is not worth the money as offers no extra channels to regular freeview.
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tried to cancel within the 14 day period. Emailed confirmed cancellation but they did not act upon it. I was left with BT Broadband for a month. Requested to transfer to another provider which they had to accept. But as soon as I did so, broadband became very slow. Webpages and emails took many minutes. Doesn't appear to be a "good company". It is unfortunate that BT owns the phone lines. Its min broadband speed is 1M. So you will only get a refund it is below this. If you can find a better provider you might want to switch.
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I pay for bt full fibre 900. Since the day it was installed I've had issues with wifi speed, sometimes dropping as low as 6mb when sitting 8 feet line of sight from the router, numerous calls and a number of engineer visits and no improvement. All they say is "guaranteed speed is to the router, connect via ethernet for true speed. Unfortunately my phone, tablet & security cameras etc do not have that facility. Poor customer service and they don't care as long as they get your money.
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid !!! Absolutely sick of BT I cannot believe I left Virgin for this biggest mistake I made. Our package is BT infinity 2 and my speed right now is 1.8 !!! Should be up to 76 !!! We have to get an engineer out now £120 !!! Even though we havnt been with them a year and we have complained on many occasions.. Awful service and the call centre is crap they struggle with English. Our contract is up in May and we are not renewing I would advise everyone to steer clear they just want a sale and don't follow up with the promise .
  • Reviewer
    Location
    Waterlooville
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The single worst company I have ever dealt with. Constant issues very slow communication just terrible. I've been stuck with them for 30 years as I cannot get an alternative service due to my location. I hate BT so much.
  • Reviewer
    Location
    Waterlooville
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I am absolutely disgusted with the service we've had from BT, the lack of communication between its staff and the service itself! I asked for my account to be cancelled in January as i was moving and they are still charging me now despite me leaving the property and cancelling the line! I've just had to pay a £100 bill to close the account. I would not recommend BT to anyone for either its broadband service which took over 9 weeks for them to start or the customer service you get on the end of th phone! Absolutely terrible!
  • Reviewer
    Location
    Watford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I thought paying top whack prices would equal top whack service,reliability etc - it doesn't - looking at the reviews you are just as likely to experience slow speed patronising unapologetic customer service providers as you are paying half the price of BT - I am swopping to a cheaper provider for what I imagine will be the same poor experience but at least I won't be paying 50 quid a month for it
  • Reviewer
    Location
    Watford, Leggatts Green
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT... what could possibly be the biggest con ever.
    I have had it for 4 years now with their "Ultra fast broadband", but really it never went over 3Mbs of download speed, or 1Mbs of upload speed. No matter how many times I called BT for help, no matter how many times they assured me that "it'll work perfectly fine 24 hours from now" after doing what apparently seems like nothing on their side, my broadband is terrible.

    It seems they are incapable of offering any decent service or internet at all...

    Go to Virgin media.
  • Reviewer
    Location
    Watkinson
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Amazing reliability, even better customer service then Sky,Virgin and Talk Talk. Totally recommend BT especially Their new BT smart hub 2!!!!
  • Reviewer
    Location
    WATTON
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Despite being informed by BT that we should be getting speeds up to at least 20mb/s, we are lucky to get 6 for downloads and 2 for uploads. No one seems that bothered when questioned about it but they still insist on charging for a service that isn't fit for purpose

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.