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 1347 customer ratings since 2023-04-29 (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.

3,590 Customer Reviews over 90 pages

  • Reviewer
    Location
    North west
    Reviewing
    BT
    Date
    Comments
    We signed up to BT and booked an installation date, my wife worked from home on the day. BT said the engineer would install the cable and hub, and would connect one devise to show that everything worked, he was only here for 20min's, said it could take an hour or more to switch on and he left. The broadband didn't work, but when we contacted customer service, they said we would have to wait three or four days for an engineer. Which would mean having to make sure someone was at home again. Not happy with this, so cancelled the contract and will try another provider. Cannot comment on speeds or reliability, but customer service is not good, wouldn't even give them any stars.
  • Reviewer
    Location
    Lower Trennal
    Reviewing
    BT
    Date
    Comments
    Download is 1.3 Max 0.93 at present. Sometimes unrecordable. Impossible to use I Player
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Comments
    Waited for 2 months with no internet, spoke to the clueless and useless customer service team about 100 times to no avail. Eventually cancelled and they refused to refund me. Complete waste of my time and a huge loss of earnings for me, as I'm a writer based at home. Wouldn't recommend to my worst enemy; a worse service would not be possible.
  • Reviewer
    Location
    horsham
    Reviewing
    BT
    Date
    Comments
    please, please, please do not sign up to BT. The customer service if utterly shocking!!! I have now been without a phone line and broadband for days. I have wasted hours of my time trying to sort it out. You get through to an Indian call centre and communication is sooo frustrating. I can't understand what they say and they can't understand me. You will constantly fobbed of with "we will connect you to a different department" or "it will sort itself out tomorrow!" But it never does. I have tried everything to leave BT but we are tied in for a year - I am even considering just taking the hit. In summary no one cares, no one is interested in actually helping you and if you don't want to feel like there is just no hope then go to another company.
  • Reviewer
    Location
    Beckenham
    Reviewing
    BT
    Date
    Comments
    Dont even consider BT...useless.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Comments
    I came from Tiscali which was bought out by talk talk the service went rapidly down hill 6 years. B.T have poached me away with a promise of excellent broadband and all the time it was they who refused to repair their systems. there is always the threat of pay for their repair personnel this wrong and ofcom should do something about this, the only systems outside of theirs is the router all else belongs to B.T we have been with B.T 39 years altogether, it is like others have already stated talk to your self when it comes to service. they were going to send me a new router 6 weeks ago still waiting!
    this company is so large they could not care less for their retail customers I doubt the trade customers fair much better as I Wrote, I was with talk talk I have come to learn it wasn't them. I have had 6 B.T engineers out fixing faults all outside of the house all within 12 months of their contract when the contract is up they will see the end of 41 years of a loyal consumer I will throw all of their equipment outside of the house. yes I know you can never get rid of them but it will make me feel better Derek
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Comments
    Very unhappy with connection quality and customer service.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Complete and utter horsecrap. Can't go one hour without complet spikes and lags and disconnections on whatever I am on. PC, gaming console and even my phone. Terrible.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Comments
    Absolutely atrocious and abysmal service. Please for the love of God go somewhere else. Reliability non existent. I'm paying for 70mb broadband and get 2mb speeds over the wifi at about 20 feet away. DISGUSTINGLY BAD
  • Reviewer
    Location
    Stroud
    Reviewing
    BT
    Date
    Comments
    They do not ever help with anything my broadband always cuts out and i'm supposed to be on the best package they have got. not amused tonight my internet has lagged out 30+ times in the last hour this is a daily thing and i cannot wait until i can change provider. DO NOT GET BT!
  • Reviewer
    Location
    Wrightington, Wigan
    Reviewing
    BT
    Date
    Comments
    Had ADSL as a small business user since it took over from dial-up, 17 years? Originally with ZEN who were excellent. Moved to a basic BT service to access wireless hot spots using own router. Worked fine. Was persuaded to take Infinity 1, our on-line world collapsed, 2 defective HH5s, 7 days later moved to new TP-LINK VDSL Router which was stable from the word go. Truly abysmal technical support from India, if you can 'get through' in any sense of these words. Incompetent staff and supervisors, promised call backs that never materialised, inordinate delays, replacements that take 3 business days to arrive (Amazon Prime 1 day). A thoroughly discreditable performance and speeds currently a fraction of those promised! What can I say, go elsewhere!
  • Reviewer
    Location
    Blackpool
    Reviewing
    BT
    Date
    Comments
    I was told my broadband would be on on the 21st of October it never happened phoned on Monday to say it was cancelled ? and was told Thursday Thursday came no broadband phoned again was told the 8th of November so told them to cancel then after much persistent promises to put it on next day I said ok only for next day to be told no it's 8th of November so after been put through to the complaints dept twice and cut off I cancelled I was promised compensation but no one phoned regarding this which was told they would I have lost loads of work as I rely on Internet for my work it is an utter disgrace and should be looked into I will be writing to the obdusman as it's utterly disgraceful to treat customers like this
  • Reviewer
    Location
    Lancashire
    Reviewing
    BT
    Date
    Comments
    Couldn’t tell you about the reliability or speed as i have been sat at home for 2 and a half months without wifi. This is the second or third time we have been let down now . Told that an electrician is coming between 8-1:30 so we stayed in from work so that we could get wifi as my daughter has been complaining she has to go to starbucks to do her schooo work etc. Unacceptable no reason and no date for when they are coming just didnt turn up. I have spent about £100 in extra costs on data and starbucks in the last 2 months not ok.
  • Reviewer
    Location
    Newark
    Reviewing
    BT
    Date
    Comments
    I have rated them 1 stat as I couldn't put 0. This was my the worst ever customer service experience. I was moving my house and need to change my phone and broadband provider. BT had promised me to connect the service on the 12th December. Then I was called that there's a delay and phone line will be connected on the 20th December and on the 21 I will be called when Internet will be provided. There was no signal on the 20th and on the 21 I called the "lairs" from customer service and I was told that there was an error and I need to cancel my order and tomorrow they will placed a new order. I called BT on the next day (22nd) and I was told the same. They need to cancel my order and tomorrow they replace a new order. On the next day (23rd)I called BT to ask for a day of connection and I was told that due to an error they need to cancel my order... Then Christmas came. After Christmas 27th I called them to ask when... and I was told that due to an error they need to cancel my order... so guess what is going to happen tomorrow. Nothing was true what I was told. If you have an option to choose a different broadband provider please do it as BT will lay to you and never keep the promise.
  • Reviewer
    Location
    South Wales
    Reviewing
    BT
    Date
    Comments
    Stay well away from these incompetent fools.

    I don’t know where to begin. Terrible speeds, terrible reliability, unusable broadband for a small household of 3, the list goes on.

    Most recent saga has been moving home, they can’t even set that up properly. They are billing me for 2 properties and 2 accounts, failed to changeover on the date I requested so we were without internet for a week. They promise call backs that never happen, they can’t give you speeds they promise you and when they can’t their answer is to ‘deal with it’.

    I would give one star for each criteria but that would be too generous.

    Utterly abysmal service quality, and shameful customer service.
  • Reviewer
    Location
    Chesterfield
    Reviewing
    BT
    Date
    Comments
    Can't wait to get out of this contract. The worst customer service ever experienced
  • Reviewer
    Location
    Penzance
    Reviewing
    BT
    Date
    Comments
    Appalling customer service. Been without broadband for over a month now. Mistake after mistake. Avoid at all costs
  • Reviewer
    Location
    Scott
    Reviewing
    BT
    Date
    Comments
    I rang BT to cancel my 80 year old mothers broadband service as she no longer used it - suprise suprise a week later they cancelled all her services!!!! So she had no phone line, I don't live locally & had no way of contacting her. I spent an hour & half on the phone to BT trying to get this resolved. Despite this being their error they were unable to reinstate my mothers account, insisted the only way to get a phone line was to order a new one which could take 48 hours, with a new telephone number. They then wanted to charge £50 for the line installation, have subjected her to a new 12 month contract. I have never experienced such downright shoddy, & exceptionally unhelpful customer service. They make an error but they penalise their customers for that error - what a joke!!!! They have no concept of what customer service entails.
  • Reviewer
    Location
    manchester
    Reviewing
    BT
    Date
    Comments
    absolutely shocking left sky 2 weeks ago and still can't get wifi in house engineer coming tomorrow what a disgrace. no problems when i had sky internet.
    still in my 14 day period will be cancelling if engineer does not get this fixed. b,t. you don't deserve any star ratings for a shocking service.
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Comments
    The WORST I've ever been with.
    Connection keeps dropping which is a HUB5 Firmware fault, but the stupid INDIAN call centre wont have it.

    Just had some woman on who I had to say stop shouting down the phone at me, didn't she realise I'M THE CUSTOMER!!

    They want me to pay £68 for the new hub out. I said Why am I going to pay for a decent broadband, when I'm ALREADY paying for a decent broadband.??

    Can't get out of the contract either unless I pay the £220.

    Friggin unbelievable
  • Reviewer
    Location
    Uxbridge
    Reviewing
    BT
    Date
    Comments
    I have been without BT broadband for three days and there is no end in sight for when it will be restored. There has been no communication from BT. Only digital options on the phone. No human being. I gave my mobile number for them to send a text when it is up and running. They have not used it to apologise or explain the situation. We should receive a refund and compensation. At the very least they should send out a letter to those affected. The customer service is absolutely appalling which adds insult to the inconvenience.
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Comments
    Tried joining BT but they cancelled our order for no reason so now we have to wait. Customer service trying to deal with their mistakes was appalling (happy to try and sell you extras but unable to rectify basic problems). Would not go near them.
  • Reviewer
    Location
    manchester
    Reviewing
    BT
    Date
    Comments
    worst customer service ever had.
    I was set up twice by the bt engineers and installation date was changed without letting the client know.
    Had spend hours on phone with them but seems they didn't actually care.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Comments
    I've been with BT for 21 months now (forced due to them owning the FTTP or something on this new property). For those 21 months, we've had terrible wifi connections and speeds even though it was the 150MB deal and the devices would keep disconnecting continuously. Today I spoke to Elle from customer service who has not able to offer anything remotely competitive to competitors including their own new customer offers. She also was not honest about prices when asked and gave old prices as supposed to current deals and was not honest about what day I could cancel my contract whilst providing 30 days notice and not incurring any fees.

    Overall terrible experience and would not recommend to anyone.

    Even 1 star is unfair to the star itself!
  • Reviewer
    Location
    Gloucester
    Reviewing
    BT
    Date
    Comments
    Very first two weeks of my contract I was without internet or phone because they couldn't be bothered to send an engineer out to the outside pole. They were adament my connections were fine. After several calls to them they sent an engineer out telling me it was my error and I would have a hundred odd charge. Turned out my lines were still connected to previous occupants provider lines not BTs. Also have called several times and claimed 3 times for the marks and spencer vouchers I was owed with the deal. Six months later ... still no vouchers. I have had 3 emails to say im not entitles to sainsburys vouchers because I needed to apply online amd be a new customer????? I was a new customer and I DID apply online and im not applying for Sainsburys vouchers. My deal was marks and spencers. Ive rang about this lots now. I Give up! I don't recommend them sorry.
  • Reviewer
    Location
    High Wycombe
    Reviewing
    BT
    Date
    Comments
    I am beyond disappointed! There is a technical fault with my internet. Spent the whole day going back and forth and got incorrect advice. Told that an engineer would come to fix the internet between 8-1. No one came. I called to see what is happening and I was told first that the appt was cancelled. Then I speak to the manager and he tells me that they didn't actually book it properly. So I spent most of my day waiting for nothing. Now they cannot fix the fault until Monday. What a joke. Will be going with a different provider for sure.
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Comments
    Would NOT recommend BT AT ALL!!!! Money grabbing!!! Don’t look after their customers get them into a contact to TRAP!!!!!!!! them. Their an absolute joke. Asked to contact me through post if any changes so I can have that ‘30’ day cancellation time but nope still contact me through email knowing fullwell I don’t use it and I just gave it to them to sign me up with. Now they have emailed me NOT sent me a letter through post. Trapped me now but you think I’ll EVER come back you’re having a laugh. To the staff on the phones keep working for a joke of a company
  • Reviewer
    Location
    Lancashire
    Reviewing
    BT
    Date
    Comments
    I current have BT fibre which is always losing connection. Engineers have been and they are okay but never solve the problem long term. The BT sports are always bad quality and never working as they should. Cannot wait until my contracts up in July to leave this awful company!!!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    No Stars!! It's rolling into day 12 and still no fix on our broadband. We have had a working service for around 50% of the time we have been paying for the services and the TV service is just as bad with the sports channels having never worked. I've spent over 6 hours on the phone. Without doubt the worst company I have ever had dealings with from a customer service perspective.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    I wish I had never taken out a package with BT. At first everything was fine. Then my broadband was always running at 3mb. I reported this loads of time and in the end the customer services put me on fibre costing me extra money. My bills where always higher than they should have been which lead to endless calls being made to BT. Alls they try to do is make you spend more money rather than resolving your problem. I have since changed to talktalk who i never have a problem with. The customer service is great and the broadband is out of this world. If your reading this you should take this on board. I was advised not to go to BT from loads of people and i wish i'd taken there advice.
  • Reviewer
    Location
    natalie cartmer
    Reviewing
    BT
    Date
    Comments
    absolutely disgusted upgraded my services to start on 19th after 2 hours on the phone. so on the 19th they cut my phone and briadband off completely after hours on the phone to india and promises of calls back from managets im still waiting. call them again they hang up on me. apparently they have no record of my calls! letter written to the ombudsman
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Comments
    The most atrocious, frustrating, pointless 'customer service' I have ever had to deal with. Hours of my life wasted trying to get them to answer simple questions, navigating through their labyrinthine website, or selecting options on the phone, only to end up with a nice Indian lady who has clearly no idea what I'm talking about, and fails to solve the problem every time.
    Avoid them at all costs.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Comments
    So far so good. I have changed over from the terrible direct save organisation. System is efficient and service is good. Having read some of the comments posted by others I am keeping my fingers crossed the good service continues. So far so good :)
  • Reviewer
    Location
    Co Down
    Reviewing
    BT
    Date
    Comments
    Paying for service not getting how can bt get away with this Takes 2 hours to get through to complain only to be told internet is working Do they think im stupid
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Comments
    What a DREADFUL DREADFUL company, passed from pillar to post with a relatively minor email problem. It’s Thursday night now and this started on Tuesday morning. Now been told I’ll have to wait for 72 hours while the problem is passed to the email team. Un-******believable!!! And to make matters worse, they want an email address to contact me!!!!! It DOESNT WORK!!!!!!!!!!!!!
  • Reviewer
    Location
    LONDON
    Reviewing
    BT
    Date
    Comments
    I had the worst experience possible with BT.
    After ordering the broadband online, BT scheduled the visit of an engineer at my home to connect me to the broadband (which is in Central London, so it shouldn't be a big deal)
    I was told the visit would take 40 minutes. It ended up taking 5 hours and a half, and the engineer didn't manage to finish in the end, leaving me without internet on that day.
    BT scheduled a second visit (2 weeks later) but the guy never showed up. They explained the appointment didn't go through their system and I should book another appointment (2 weeks later)
    2 weeks later, EXACTLY the same story that the booking didn't go through they system, hence I should wait another 2 weeks.
    The third time, an engineer came for a 3 hours visit and he also didn't manage to connect me to the broadband.
    BT advised I schedule another visit with another engineer.

    After 2 months and a half of this situation, I eventually cancelled everything to take SKY instead of BT. BT told me that because the broadband wasn't delivered, I could cancel everything free of charge.

    About one month later, I got charged 91 gbp by BT ...

    Stay AWAY from BT !
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Comments
    Took a new contract out with BT on 28 May for 2 years. On 12 June they cut my broadband off by mistake. Rang on 12 June and told it would be reinstated 14 June and they would send a mini hub to be going on with. As you may of guessed nothing happened on the 14 June nor at any other time until today when I was informed the order had been received by Open Reach was going through and I should be up and running on 29 June - don’t hold your breath. So the previous five phone calls I made to the connections team were a waste of time as I was told a pack of lies by each of the customer services people in Stoke. Absolute waste of time and effort trying to get any sense out of them. Couldn’t care less about their customers. Rating below zero.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Comments
    The biggest diabolical shambles I've ever experienced in my short 26 years on this planet. I'm not going to dignify them by even giving them a single star. If you are reading this DO NOT SIGN UP WITH THIS COMPANY UNDER ANY CIRCUMSTANCE. I've recently just moved house and decided id purchase a TV package. I'd rung round all the companies and BT offered me the best price. It seemed like a no brainer and I signed up straight away. I was told they'd be a one off fee of £89.99 which I paid instantly not thinking anything of it. Then the women on the phone told me they wouldn't be coming to install this and went onto inform me they couldn't guarantee the delivery date and said it'd actually be £49 a month rather than £46. So at this point I asked to speak to a manager and explained id be reserving my right to cancel with immediate effect. I was then informed they would "trigger a refund" and that id have it within 7 working days. I assumed that was it, that id never have any dealings with this lot again. I've never been more wrong in my life. This is where the shambles and blatant lies really started. After 7 days no money was in my account, I phoned up and after been put on hold for a ridiculously long amount of time (this would become a very recurring theme). I was then informed it was actually "within 14 working days" and that I would receive my money then. Id also like to add the operator was damn right rude and self-righteous. Then after a further 7 days I looked in my account and shock- horror there was refund in there. I called up again, took ages to get through, got put on hold for ages as normal. This time I was informed "there's been a problem with the system the refund hasn't been triggered" and that id receive my money back within 14 days. After 14 further days I found again no money was in my account. So again I called up and again I explained the situation. This time I was put on hold for even longer and given the usual line of "we'll try and find out whats happened". This time the operator who again couldn't hide the fact she couldn't care less. Informed me that they're were "no details of me on the the system". Id been amazingly patient up until the point, so at this stage I told them in no uncertain terms id been stolen off and lied to. She then somehow managed to find details and gave me the party line of "I've triggered the refund and you'll receive the money within 14 days". It may shock you to know that after 14 days again it hasn't arrived. It's now been well over a month and as you can guess I called up again to find out why. As usual the operator on the phone was rude and asked me "not to be angry" if you can believe it. She then "did some digging", put me on hold for a record of 15 minutes. She then told me "it would be within 10 working days". I said no Im not having this put me onto a manager immediately. She took a further 8 minutes to manage this. He then spoke to me saying he was very sorry etc, that he'd got all the details of previous calls up on screen. That none of them had triggered my refund properly because the account was closed. I explained to him id been lied to on a few occasions and asked why it was just such a problem to pay me now. On the day I signed up, they had no issues removing the money at all. He just kept apologising before eventually saying "he'd send a cheque in the post with a final bill and refund".. Id argued and argued to no avail. I've lost even more money to them in phone bills but I'm not giving up on it. It's caused a huge amount of stress I really don't need in my life at the moment. Since all this I've signed up to virgin media for just a bit more money per month, who installed everything for free with no one - off fees. However I think I can say RIP to my £89.99.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Comments
    Disgusting service and quality. As ours was a temporary move I was assured it would be easy to move back and quick. 6 months on we tried to do this and were told it would be approx a week then the fun begins the service was switched off 5 days early when I contacted Bt I was told nothing they could do and it would take nearly 3 weeks to reconnect. I escalated the complaint and was ring back by a very rude and intimidating lady again I escaped the complaint and said i wanted to cancel and was told some one would ring me within 24 hours. One week later someone rings no resolution just had the phibe put down on me. I have just rang cancellations to check whether it has been done and been told i have to ring again tomorrow as they cant cancel within 24 hrs of the order been cancelled. I have now wasted countless hours talking to no one that seems to be able to do anything. I am disgusted with the conduct and manner of this company and will be going down the communication ombudsmen route as no joy with bt. I wish I had never joined this company and will make sure I never do again.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Awful internet literally freezes wen ur on the game and it’s for long periods on time plus it every 10-15 seconds it’s unplayable customer service is terrible never actually help you a suggest you turn it off and on never actually help you would not recommend

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.