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
    West Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have BT's best for around here, 80 mbps. I'm lucky to be very near the cabinet and I actually get close to that speed, 74 to be picky. I did however have some problems in the months following it's installation, with speed. It would drop by 50% or more every 3-4 days and required a reset of the router to fix it.I noticed that it never dropped below that speed. I got fed up and suspected that BT were taking the Michael; charging me for 80 and supplying 35. Let's face it most people wouldn't notice! I complained about this and got a phone call telling me the line was fine and the problem was "static electricity build up on the router" and that I would have to continue to do a reset when speed dropped. What sort of modern equipment would be susceptible to that? I guess he was reading from a crib sheet. HOWEVER since my complaint a strange thing has happened. Not once since, and it's more than 6 weeks now, has the speed dropped. Not once! Static build up my derriere!
  • Reviewer
    Location
    West Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    If things are going well it's OK..BUT when things go wrong you've got a problem! On the technical side the Indians can only sort things up to a certain level but they don't know that,keep plugging away and get frustrated...and so do you! On plans and billing if there's a mistake the call centre staff can't get their head round the complexities of the plans. I signed up for a BT Sport plan avoiding the £5 charge by signing up for an additional 12 months. I was then sent a letter to say I would be charged. Phoned and told I was definitely on the 'no play' plan. Bill arrived,I had been charged. Phoned again, was told it would be rectified- it wasn't. Phoned again-told it would be rectified -we'll see! Call centre staff are lovely but they can't understand and/or rectify the errors.
  • Reviewer
    Location
    West Wickham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    So BT have provided me with 500Gb of free cloud storage, great. However, why can't BT provide customers with a User Guide that is usable to explain how to set-up / configure their cloud solution. A few bad YouTube videos and some appaling material on the net that does not reflect what the customer actually sees on their desktop will just not do.
  • Reviewer
    Location
    WEST WICKHAM
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Engineer didn't show up for the activation. They sent me his number in the morning to contact him - he didn't reply to calls nor txt. Supposed to come between 8-1. Then was contacted by the company that arranges the engineer's visits to say that he will come round. - waited til 6pm - nothing. No response to txt nor calls. Then BT called in the evening saying the need to rearrange the appointment. Not so much an issue if you don't work but I have to take another day off work and being self employed it's loss of earnings.
  • Reviewer
    Location
    West Yorks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up to BT broadband so that I could watch BT sport. What a mistake that was. First they got rid of my unlimited free evening calls even though their customer services told me on two occasions that would not change. Now they expect me to pay extra for the evenings call package. Got all the equipment on time and the service started on time and then the real problems began. The internet connection has a mind of its own. Slows down to 0.03Mbps every few hours. Resetting the home hub restores the speed most of the times but not always. After waiting on the phone for about 30 mins each time, technical help go through diagnostics then tell you to switch off all equipment and restart which resolves the issue for a few hours. How long can you keep resetting the router. Try and make a complaint and you just keep going round in circles. They don't want to help and have no idea what customer service is. Can't wait till the 18 months is over. So many better and cheaper deals out there.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had an issue with BT several years ago where they tried to charge me £180 for ending my contract early. I eventually proved them wrong and had the charge overturned. After this episode I decided I would never return to BT. However, given the offers for new members that were available last year I decided to give them another go. After experiecing very poor broadband speeds I have started to shop around for new fibre optic offers as my contract is due to end in a months time. BT are the most expensive provider out there! The most difficult part is trying to cancel your contract. I have called several times recently to discuss the cancellation and not until the third call did someone advise me that if I left before the contract end date I would be liable to pay them over £88 for cancellation fees. I have called today to give them my 30 day notice (as requested to do so) but was told not to and just arrange the switch over with another provider. Avoid if you can, really not worth the hassle when you come to renew contracts and there is far better price plans out there.
  • Reviewer
    Location
    west yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    well well BT i have to constantly contact them. their advert says 1 disc runs the house or 100 pound back. i have 3 discs and they dont work(all this in 2 months )everytime i contact im in chat for over 4 hours they go round in circles and help with nothing
    they pass me on to several people including managers (i dont think ) they avoid paying the 100 at all costs like their life depends on it so FALSE ADVERTISING im tired beyond words of this company and no offence to anybody but why cant i talk to a english person why do i have to be talking to people in INDIA when at the end of the day theyre called BRITISH TELECOM, tired of it all wish id never joined ive dealt with bad companies but these are the worst DO NOT UNDER ANY CIRCUMSTANCES JOIN BT (british telecom or should i call them IT (india telecom as sinse joining theyre all ive had contact with WHY?WHY?? why cant i cantact people in england surely it would work better
  • Reviewer
    Location
    west yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Failed promises from day one. I was told my servcies was going to start 3rd of december then they kept pushing it back uptill 15th of December. As a new customer its impossible to speak to any one. so cancelled afer reading preious reviews.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had their full BT system in for 2 weeks and still unable to watch ALL the channels, even after TWO engineers have been out.
    The latest engineer told me my plug filters had not been cynked in.
    Now their engineer department are telling me I have to go buy a booster plug.
    DO NOT USE BT!
  • Reviewer
    Location
    West yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay for fibre optic broadband and receive speeds too low to download films from Netflix. Supposedly I get up to 44Mbps which should be plenty. Have had numerous calls to BT who either don't believe me or just don't care. Speed goes up and down like the proverbial yoyo.
  • 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
    westbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    poor speed and when I try to upgrade to infinity it does not recognize my address or in fact me as a customer
  • Reviewer
    Location
    Westcliff-on-Sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband experience. Broadband kept on cutting out, after multiple attempts 7 engineers, I finally managed to cancel my contract and get a full refund of charges. Very, very frustrating though, useless broadband. Back with Sky now, not had a problem.
  • Reviewer
    Location
    Western Isles
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    BT a complete nightmare to deal with. The engineer did not turn up after me taking time off work. Worst of all has been the poor customer service - they never phone you back when they say they will. At times very difficult to understand what's being said. I was offered £10 compensation, I refused as I considered it an insult after everything I had been through. Once my contract is up I will leave, any other provider would be an improvement.
  • Reviewer
    Location
    Weston
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Terrible customer care and service. Be nice to speak to someone that understandshe me!
  • Reviewer
    Location
    Weston SubEdge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I live in Weston SubEdge Chipping Campden, a relatively affluent Cotswold Village where the clock has been retarded to Victorian times by BT.

    The phone and broadband services, patchy at the best of times, have, since last Monday disappeared; with no update as to when they will be fixed. Local businesses, medical-service dependent pensioners and GCSE students can't access vital services. There has been no Black Friday or Cyber Monday in Weston SubEdge. Several hundred homes are affected.

    I hear on the jungle drums that BT is unable to fix the problem until 20th December, almost a month without service.

    Today they put BT line rental bills up.

    Classic monopoly with rubbish customer service. How can we affect their NPS? Affecting their bonuses may be the only way to get them to listen.
  • Reviewer
    Location
    Weston Super Mare
    Reviewing
    BT
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    BT have cut my Broadband for no reason! They admit it's their fault but after 2 days they don't know how to reconnect me!
  • Reviewer
    Location
    Weston super mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I couldn't get different registration numbers for my multiple complaints about speeds of 2mb download, which is a contract breach.
    They cannot provide better service where i live, in weston super mare town centre, 300 meters away from the exchange. It's not like I have the cheapest service because i wanted to, but even that fails to stay within the contract guaranteed limits.
    I will go to citizens advice and ask if there is a way to cancel the contract without having to pay a fee.
    If anyone knows of what legal actions could be taken against them please share it.
  • Reviewer
    Location
    Weston Super Mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely absurd to think I get 1.9mb speed, I spoke to BT just before buying my house 2 years ago and they assured me that works were due to take place to install fibre optic, not a single sign of an engineer, every time I call I'm told it's due to take place in 3-4 months, if I visit my brother in law who lives literally the other end of my road and use his WiFi, I get 55-60mb speed, it's an utter disgrace, not only are they liars, their customer service is diabolical and I cross my fingers that this new law gets passed where customers have to have a minimum broadband speeds. BT hang your heads in shame, yours sincerely a soon to be ex customer(p.a dial up is still head and shoulders above your lousy service)
  • Reviewer
    Location
    Weston super Mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    Comments
    I have been with BT 18 Mths now and their service has been terrible. My broadband conection is so slow its only just above dial up speeds. ie not in Mb but messured in Ks and not even many of them . All i can say is the connection is stable but at this speed its sometimes quicker to post a letter. In the 18 mths my service has gone down 3 times each time taking days to get put right
  • Reviewer
    Location
    Weston super mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In Weston super mare, near town centre, 300 meters from exchange and they could only provide 17mb download and 0.70 upload.
    I have to connect to 4g if i want to attach a picture to an email.
    I might as well send a pigeon with it, just stick to 4g or get broadband from any other company...even if they use BT infrastructure they can provide better speeds.
    Just unbelievable how they can be called ISP, i'm waiting for the day I can cancel without a fee more then I am waiting for my bank loan to end.
  • Reviewer
    Location
    Weston-super-Mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    where do i start, well i just moved to a new flat on the 7th nov 2016, i then thought i go with BT broadband which they gave a a date for the 28th nov 2016 that then got changed to the 29th nov, i still had no internet, so got in touch with BT they booked out a engineer for the 1st dec, great start this was as a new customer, engineer turned up he gone his checks sid it was a fault from the outside whick in my books was good because i won't get charged the £129. he come back and said that the engineer that done it done it from the wrong CAB address then he said the good news is, is that i've sorted the phone line which i 'm not bothered about but he said the bad news is you still haven't got inter net until the sort out the fibre in the right CAB, so went back on the phone to BT they said they get it sorted the next day which then got changed to the 6th of dec, guess what didn't have internet on that day so i got back in touch again with BT they said they changed the date to the 7th because they wanted to do a big fix in my area as more people was having the same problem and i will without fail have the internet by 8pm no later on that day guess what still no internet, the funny thing is was when i moved to this address the people b4 had talktalk i know this because by chance i pluged my router in and guess what, i had internet it was only 17mb down and less then 1mb up but i had internet, as someone thats wants to start streaming to twitch tv and youtube i need more upload speed BT at the time was a good offer, which so far is the only good thing i have seen in BT the offer would be twice as good if the internet was working. If any off you guys are thinking about BT please beware!!
  • Reviewer
    Location
    Weston-super-Mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AWFUL , signed up to a broadband deal which was advertised to include 18 months free bt sport , they then didn't honor it and blamed me for not ordering it right when i followed the link and it was plastered all over the screen stating i would get it. they then said they would give me ten pounds goodwill which was not good enough as i moved from sky which was cheaper to get this bt sport deal. awful customer service.
  • Reviewer
    Location
    Weston-Super-Mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    The only reason I am posting a comment is that I have just phoned BT, which took numerous numbers to phone, to upgrade from Option 1 to option 2. Having agreed the upgrade I asked the question about whether this was a new contract, to which the answer was yes. I cancelled it there & then as I only have 4 months left on my current contract & feel it's a complete con., to start another 12 month contract, especially when I found out only by asking the question.I am an existing BT customer & would stay, but my current view is that I will now move.
  • Reviewer
    Location
    Weston-Super-Mare
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Look no further, the worst "ISP" in the WORLD is here!!!
    300 meters from exchange, they could only provide 12mb download (most of the time is 3) and "not guaranteed" upload
    But it never went totally down for more than an hour, can't find other good thing to say :)
    Customer support...call them if you want training in being a BT engineer
    Got a few months left with them, cant wait to get rid of having to pay a bill for that useless broadband connection.
  • Reviewer
    Location
    Weybridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After moving home, I was forced to get BT as they are the only ones supplying broadband to this area. They are horrific. Totally unreliable internet fails all the time. I hope virgin gets fibre to this area soon.
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I oder changer phone line from December 2021 to now ( 2-1-2022) keep waiting how good service for bt
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Continually bad broadband service. BT told me that there are too many people connecting to the broadband service in the local area at the same time! Apparently this is not their problem! Awful people.
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You'll need a good 4G service with BT as the broadband is not very good. BT customer service pointed out that the fast speeds were only for people in the bigger cities. In other areas, we should expect a worse service.
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Absolutely shocking probably the worst customer services out there
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Comments
    It started good then fell apart, an engineer visited and all was good until the last couple of days. What is wrong with this company?
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible broadband service. Does not work very well, should have checked the small print.... apparently :-(
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt infinity currently running at 170 KILOBYTES per second, always dropping out, never over about 2 Mbps, absolute rubbish and don't have time to hang on the phone for hours. BT speed test cant even detect speed because it is running too slow!
  • Reviewer
    Location
    Wheldrake
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying for 30mbps. Delivering less than 5. Insist my speed is fine. Whole village having same problem. Still not listening. Unbelievably bad
  • Reviewer
    Location
    Whitby
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Just switched from BT to Talk talk today and what a relief. I was initially promised a monthly bill of £27.99 a month for 18 months....and...since that "promise" my bill has steadily increased to £42.99 over that period for simply Internet (no TV package and I don't use a landlines phone). It's simply annoying as they cannot keep their word. When I phoned up today I was hard balled for about 15 minutes by a sales rep claiming they were much better than TakTalk and as a "valued" customer they would revert my bill back to £27.99 a month for, yes you guessed it.....the next 18 months. I actually laughed at her down the phone and said "you promised me that last time and TakTalk are offering me the same speeds etc for £25 a month". I was simply met with "you will receive an inferior service". Wow, desperate, unprofessional and simply rude. I will never return to BT as they are a dinosaur company, over charging loyal customers and using hard ball selling techniques best suited to time share agents of the 80s.....au revoiur BT. Xxx
  • Reviewer
    Location
    Whitchurch
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT Local office in Wolverhampton, are USELESS, do not get involed with them, they have addesd items to my bill, told me they would sort it all out but they never did, causing a massive problem of £4500+ overcharge.
  • Reviewer
    Location
    Whitehaven
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Sainsbury's Gift Card never arrived and they were appalling when I contacted Customer Services. Dreadful Indian Call centre. Junk mail pushing BT Sport every two or three weeks. Prices exploded as soon as contract up. Just spotted small print with days to go I had to opt out not in to BT Sport after free 6 months. Broadband itself was good but when it cut out it was down for hours rather than minutes. I went with them as I needed a new line installing in a new place and they were cheapest for that. But left as soon as contract was up and woukd never go back based on Call Centre service and Gift Card con.
  • Reviewer
    Location
    Whitehead
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Reliability
      3 stars
    Comments
    As usual advertised speeds of 8Mb don't even come close to the actual figure of 1Mb even though i am quite close to the exchange. If this god forsaken town had any choice when it came to suppliers I would change without hesitation.
  • Reviewer
    Location
    whitford,Holywell
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt came to transfer our broadband from plusnet, but managed to mess it up and we have now been left with no broadband and no phone for the last fortnight with another fortnight until they will come out again. Where we live we get little if any mobile connection and rely on the broadband for work. Although after an hour trying to rebook a new visit they have behaved very badly making us wait for a month for something they did.
  • Reviewer
    Location
    Whitley Bay
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Over the last 10 years we've been with Telewest / Blueyonder, O2 / Sky and more recently with BT and BT have proved to be far the worst in terms of quality of broadband (ADSL) and customer service.

    The broadband is unreliable and struggles to cope with SD streaming and any other activity, frequently dropping out and requiring a reset. I've followed this up with technical support with little improvement. The Wifi dongle sometimes just cuts out, needing to be unpluigged and reconnected to pick up a signal.

    To cap it all, our landline stopped receiving incoming calls 2 months ago and counbtless calls - during which I have to repeat the issue every time - it is still not fixed. Unsurprisingly we are cancelling our contract and moving to Virgin. It cannot possibly be worse.

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.