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
    3.2 stars
  • Speed
    3 stars
  • Reliability
    3.1 stars

Based on 1399 customer ratings since 2023-02-22 (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.

3,566 Customer Reviews over 90 pages

  • Reviewer
    Location
    Wrexham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Every evening (around 7pm) speed drops from around 24Mbps to less than 5Mbps. Often less than 1Mbps. Usually back up to decent speed by 12am. Nothing different that I am doing so must be down to BT. As I work during the day, the evening is when I need the speed!
  • Reviewer
    Location
    wrexham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    customer service very very poor un able to achieve download speeds promised when signing contract
  • Reviewer
    Location
    Wrexham1
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been without network connection for nearly 4 weeks now. Firstly i was told that it was an external problem and would be sorted within 5 days. I then had a text to say the problem had been sorted..... it had'nt. Another hour long call and they arranged a house visit and i had to wait another 5 days. I booked a day off work. At 2.30 i had an email to say i needed to book an engineer to fix my problem. I telephoned bt again an they said
    (this is where the lies start) an engineer had been and there was nobody at the premises. The engineer then phoned my mobile and i cancelled. I asked the advisor if he could confirm the number the engineer rang and the number i was given did not belong to me, or anyone in my household.Another appointment was made for the following day, guess what! Yes it was cancelled again, through an email telling me again that i needed to book an engineer. Another hour long call to bt, this time they could'nt give me a reason as to why they had cancelled. I told them i wish to terminate my contract with them and they told me i had 12 months left and would have to pay the outstanding amount(£460) The first oppertunity i get to leave this supplier i will. They said openreach was the problem and they they do all the broadband regardless of my supplier. I said that bt are the company i pay and it's up to them to provide the service i pay a lot for.
  • Reviewer
    Location
    Wright
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This service is an absolute disgrace. Customer services / technical faults mislead and lie to you. The broadband speed is no way near what was promised and constantly cuts out. Complete and utter waste of money. And they will not even release me from the contract despite not providing what I asked for!

    The technical faults team have been talking to me for three months since I had the problem. Initially I was informed they merely had to ensure it wasn't a wireless problem and they would reset then boost the line. Well, I ran all the speed tests and used an Ethernet cable for my broad band direct from the socket with a new filter as requested. Still rubbish. They therefore reset the line. Then it still didn't work. I raised it with them on the phone and they advised I wait 20 days. Still nothing. Then a call, they blamed it on a wireless problem inspite of the tests showing that that it wasn't - they wen reset the line. They then stated they couldn't guarantee wireless speed. I raised it with other representatives via twitter and got the same answer in a long and pointless email.

    The broadband never goes above 3.5 Mbps and is often much less. The line constantly drops out. Watching films and multimedia without interruption is a pipe dream. I was promised about 10mbps. Yesterday my partner was told that nothing was guaranteed and that I had no right to cancel. She was told to consult the small print. The sooner the OFCOM changes come into place allowing me to quit the better. I cannot dissuade you strongly enough. BT is not the firm it was and they do not care about the customer or quality of the product. They just want to squeeze a margin out of you. Go with Virgin... I never had a problem with them and the line was awesome!
  • Reviewer
    Location
    Wrightington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hidden charges if you cancel early. called to see how much it would cost to end the contract and they told me £15, the bill came and it was an extra £70 - not trustworthy
  • 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
    wroughton
    Reviewing
    BT
    Date
    Comments
    following an installation by a "telephone Line Engineer"I had no services for 19 days as he had been unskilled and unable to connect to the junction box correctly, like so many more B.T. has left us stressed out as the whole organisation is incompetent with the management hiding in their ivory tower in Durham and seemingly unapproachable,leaving their Indian call centre staff to take all the flak, if you value your sanity and peace of mind you will stay well clear of what is probably the worse business I have dealt with in all my 82 years
  • Reviewer
    Location
    Wroxham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Best performance is 1.8Mbps; the last 3 days 135Kbps; rang to complain got to Indian callcentre (english spoken very poor) may take 10 days to fix!!
    Poor service.
  • Reviewer
    Location
    wymondham norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless company, been with bt for years but not anymore, I phoned to report my broadband kept dropping out and was below 1mb, Was told i needed the full fibre package and that would sort it out, Nothing changed only the size of the bill considerably increased, Since then they have come every few weeks to try and sort it including digging a trench through my lawn, All of which made no difference, All the engineers admit i am paying to much for a low service, But when you call the customer service department they seem to think the service is okay, No other provider can give me any better connection but they are a lot cheaper, So much for customer loyalty.
  • Reviewer
    Location
    Yardley Hastings, Northampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have always had a reliable line, When I left my previous suppliers I had speeds of 7-8mbps. I moved to BT big mistake they never manually updated the IP profile and left me to 2mbps. Phoned them switched off the modem put it back on, of course this fixed nothing. I told the technician that their was a fault on my line 1 year ago and what the problem was. He disputed this knowing best and arranged a callback to book an open reach engineer put WTF?


    I eventually didn't bother and attempted to swap back to my previous supplier with BT saying all I have to pay for is for what I used.



    17th 2015 changed their mind I must pay for the full contract.



    Along with this they ran tests from a department that cannot run any tests (wtf)

    another lie I got told is "bt openreach is in your area upgrading your cabinet and exchange"

    This one annoyed me the most they WASN'T THERE, I've been wanting fibre for a LONG TIME and attempted to use this as an excuse for rubbish speeds.

    If you enjoy being lied too, ignored for being more intelligent then the staff this is the company for you.


    If not keep to sky or +net
  • Reviewer
    Location
    Yelverton Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We normally struggle by with 3MBPS. A month ago I reported the line as repeatedly dropping and the speed down to 0.2MBPS. I've spent hours on the phone to call centres, listened to their infernal queueing musak, waited in for them to turn up -two no shows. Now expecting a broadband engineer to turn up next week. If I wasn't on a fixed term contract I'd have dumped them.
  • Reviewer
    Location
    Yeovil
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    BT has become a worse provider now a days. My internet has been doped more than a week now. Reported fault and gave an engineer visit appointment after a week. I couldn't go for my work that day. Unfortunately he didn't turn up. Called BT again. They said they have no idea what happened. Booked another appointment after 3 days following Monday. Again I didn't go for work waiting for the engineer. He didn't turn up that day too. Called again BT talked to their manager. He assured next day morning the engineer will visit. Didn't go for work waiting for the engineer. In the morning I called BT to ensure that he is coming or not. He said yes yes before 1 pm. No one came till 1:30. Called again they said it is next tuesday. Imagine, this is 11th days, I have no internet. They have suggested BT Fon, open network which is rubbish. So next appointment gave is for coming Thursday afternoon. Let us see. Dear all, do not choose BT again as they have degraded to lower than talk talk now a days.
  • Reviewer
    Location
    Yeovil
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    It would seem that BT have mis-sold me their deal. I have Total broadband 2 package that should include the phone deals etc, but I find myself at odds with them on every bill date. The line rental bit is always misleading and way over priced. I asked for co-ordinated monthly billing, as BT were still charging me two lots of line rental. I still don't get monthly billing, every time I query this their replies are off hand and arrogant, and nothing has been resolved! I am seriously
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Comments
    DO NOT USE BT! When we signed up the contract it was stated as 29 pounds per month, sadly we didn't keep an eye on our account and just found out the past 15 months they have been charging us for 43 per month saying they upgraded our plan! No way to get these money back and this company will try everything to empty you pocket! Well, if you are already in this scam, keep an eye on your bills at all times! If not then leave while you can!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Very bad bt just not care unhelpful on the phone. 6 hours on the phone. Stay well clear if you can ! Very bad service. They have the monopoly on phone line !
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    you wont find much worse than this garbage bad service useless engineer impossible to get assistance the worst i have ever been involved with
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Absolutely terrible customer service. Was overcharged on a bill and was promised a refund - this wasn't processed so rang again and was told this would be reflected in following bill - it wasn't and in the end I had to chase up 3 times. Now waiting to see if refund comes through. Won't be staying when contract ends.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish, I was told this is the only internet I can have in my new build house. Had to pay more for worse internet than I had before. What a monopoly/scam they have going here.

    I am using them as this is the only choice.
    Scam!
  • Reviewer
    Location
    YORK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They, BT , are a joke. I pay for up to 2MB per second. I get 320kbs. The service is not good, they take the micky. You are unable to speak anyone who is interested. If you complain enough the speed may improve, for a short time!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Reliability
      5 stars
    • Speed
      5 stars
    • Customer Service
      5 stars
    • Satisfaction
      5 stars
    Comments
    BT is good . Fast and good internet to my house ! Everything about it is good 100% would recommend to anyone
  • 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
    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
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all point. I'm with BT infinity 2 supposed to get 76 Mb and it is very very slow slower than my old cable ADSL!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have just returned to BT after many happy years with talk talk.. mainly because I wanted a cashback deal and a bt deal. I left BT originally because of the appalling service. My recent experiences tell me nothing has changed. They give dates for installation which they dont keep, the engineers dont know what systems they have to use i.e. They told me that they had no cable in my area and cancelled. The admin team told me they did so they reinstated my order. To cut along story short I have no tv, no broadband and no landline as talk talk have now cancelled and BT cant do anything for anither week. I am 20 days past the original instllation date. Absolutely uselss
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Poor signal strength, only good when in the same room as the hub. Even then the signal strength fluctuates. Rude and abrupt customer service staff calling to ask why I'm switching to another supplier. Won't be returning.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Kerry from South Shields helped me to sort out a difficult problem when switching my 2 BT mobile accounts, saving me from losing my old phone number whilst still getting an excellent deal. I just want to say a huge thank you for her quick thinking to find a solution and her understanding when dealing with the issue. I hope she gets some sort of recognition for her outstanding customer service! :)
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling customer service. I ordered broadband, TV and line rental as a new customer They took £69 from my account and after 3 weeks of lies and broken promises of connection dates, nothing has happened Still tryng to get my £69 back. DO NOT USE!!!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute crap service. BT promise much which their arms length engineering service then admits cannot be delivered. Anyway who can trust any salesman who promises infinity? Any school kid would tell him it is unachievale!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got told our bt box was getting delivered never came the day after an engineer was ment to be coming out never came didn't even get a phone call to let us know rang up again and said they would call us the following day but didn't so we rang them to find that apparently the order has failed twice but every time we rang they kept telling something different!! Absolute joke!!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Very disappointed. Raised our price after a yer from 33 to 54 quid, this is ABSOLUTELY ridiculous. By reading more and more reviews I see that that seems to be the problem with everyone all the time. They value drawing in customers and screwing them over and you better be sure as hell that I am NOT coming back to them ever again. You can catch me at TalkTalk getting higher speed, reliability AND lower prices. We're paying for what exactly with BT? Most of the times I'd have my connection drop, their customer service is NO WHERE TO BE FOUND and they screw you over without even notification, an email maybe like HEY dudes, we're gonna raise your internet price with 21 quid now? Naaaah... who gives a crap about the customers themselves right?
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    having switched from sky to b t i can not return to sky quickly enough The whole experience with B T has been dire broadbad wont connect poor set up by engineer phone line wont work hours and hours on the phone and computer when they did manage to provide a service BAD BAD BAD
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the worst service I have ever experienced After switching from sky we are back with sky with in one month Absolute garbidge BAD BAD BAD BAD no stars is the rating they deserve
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible service, appalling communication , non existent customer service .
    I have been a client for eighteen months and requested an upgrade , it has taken nearly 6 weeks to date , I have made 8 hours of calls , have been on hold for 4 hours, and now have been disconnected with no explanation but have been charged . Please do not subscribe to BT you will regret it
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    fast broadband when working, connection drops out on average 10 times per day usually at most inconvenient times. You can always contact customer service of course if you have a spare hour or so and they will do everything within their power to NOT solve your issues, tell you there could be an extra charge and try sell you other products that you neither want nor need. In my area they are the only provider of superfast broadband meaning for now I haven't much choice but to stick with them but as soon as ANY other company can provide internet I will be changing. I would strongly recommend anyone else over BT.
  • Reviewer
    Location
    Yorks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered BT Infinity and telephone and received an "installation" date of 10 days later. I booked a day off for the engineer as the installation was between 8 and 1pm. The day before I get a text telling me that the date has now changed to a day later! I now took off another day.
    The next day, the day my service was originally going to be installed, I received an email telling me that my phone number was now live and my broadband was going to be installed the following day.
    The next day I sit waiting all morning....The engineer turns up at 1:30pm! Ok ill let him off...
    He tries to install the broadband only to discover that there is no phone line!!! He asked if the engineer had been to install the line...Urm no I thought that you would be doing it.... His reply? He wasn't qualified to work on "copper" wire!!!!!

    I called BT..... Big mistake. Indian call centre wasn't my issue, staff that passed me from department to department for almost 2 hours is. I started the call at 2pm and finished at 4.15!
    Totally useless. I tried to log a complaint and after telling them that there is an external problem with their line at the actual box in the street, I was advised that I should go to another BB provider!!!! Idiots! It doesn't matter which service provider I go to if the problem is with the BT box outside, I will never get a connection!!!

    Advice...DO NOT DEAL WITH THESE IDIOTS AND CERTAINLY NOT ON AN 18 MONTH CONTRACT!!!
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I've never left a review for a company before so I think that says enough. I would advise anyone to leave BT alone. Absolute crooks. Increase the price whenever they choose. Always make everything in their favour. They charge you for everything. Tell you that you can't cancel till they say pretty much even though they know my internet is faulty. The TV service is dreadful and about 20 years behind sky. When you phone you'll be passed around departments for fun. Please avoid them. Price started at £45 a month then shortly into my contract they upped it to £53 because they can! Oh and we had a month of trouble 18 months ago with the 4k box as well. Will not miss them. Got to wait another month till I'm free. Never again will I gone with BT.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    What customer service? Six days to fix a line fault in this day and age? Typical of a large company...they just can't deliver good old fashioned customer service. What's more, they don't appear to care.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    BT customer service went the extra mile compared to other service providers and ensured I got a good all-round customer experience. Recently moved into a new home, BT had me set up in 48hrs. Other providers quoted from 2weeks to a over a month.

    With this being my first time moving I made the mistake of placing a order with a different provider and then changed my mind and placed an order with BT. This caused an issue I didn't know it would cause. BT explained my ISP was blocked by the first provider I had placed an order with, BT cancelled in 24hrs and told me to order when sorted, it took less than 15mins to explain this to me and correct the issue (They even phoned Openreach to check). The other provider cancelled 16days later (and I had to call to find out). On the day of activation with BT, my service was up and hub delivered by royal mail by 10:00am.

    People tend to leave reviews only when something frustrating happens but I'm generally chuffed with how BT handle issues and provide good customer service. Compared to the few providers I experienced they're much better.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Changed to BT in May 2015 and was assured by BT Infinity Hub 5 was the best, total rubbish When on the internet my connection will just cut off for no reason, might only be for a short while but annoying when you trying to find someone. I have a brand new laptop so it cannot be the age of the equipment. I did contact customer services and they said no problem we can sort it out we can alter the speed for you and they then reeled off load of IT speak and said, yes now that is better, and it worked fine for about a week and now it is just as bad as ever. I did ask why wasn't I given the higher speed at the start as I was playing for it, they could not answer that.Have no intentions of ringing again because you have to speak to someone in India who is totally useless and they are allowed to give you the company speak. Sorry I ever decided to go with BT. Why are they allowed to get away with bad service.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    An absolutely useless company. Properly harassed me via text, email, calls, and voice mail every single day for a week to remind me of our broadband engineer appointment, then the engineer never showed up. No updates, just a waste of time.

    Their customer service tries to appear helpful, but in reality they gave us less compensation than what we are owed and sent us a 4G mini hub as a temporary alternative that is comparable to trying to connect to a modem from 1995. Their customer service representatives don't seem to know what products BT has and constantly try to deflect responsibility to Open Reach (who are also impossible to deal with and a subsidiary of BT.)

    Their website is the least user-friendly site I've ever encountered, looking like it was built in 1995 (like all of their equipment) and was never updated since. Their app crashes and I can't even log in.

    I have asked to launch a complaint multiple times, every time I spoke to their customer service on the phone, and they have deliberately ignored my request. I tried starting a complaint online, but their website only comes up with errors, unsurprisingly. Deliberately blocking complaints is unlawful and I will be escalating this to Ofcom.

    In summary, we could all probably get better broadband services in the North Pole.

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