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 stars
  • Customer Service
    3 stars
  • Speed
    2.8 stars
  • Reliability
    2.9 stars

Based on 13417 customer ratings since 2018-12-11 (Show all time ratings)

Visit BT   Read our BT buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2895 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
Had a great service until after 2 years with broadband the contract ends and I end up getting charged £50, for 2 months in a row.

It was really nice for BT to tell me the contract would be ending and I would need to give them notice before leave. Absolutely appalling! I would recommend them highly before this happened, but I will not be returning in the future!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Sheffield BT  
What a total waste of time Bt are the business disruption is absolute top notch.
From getting the addresses wrong to not actually turning up or phoning anyone to let us know that they are not coming even after waiting all morning. The engineer could not even ring.
I could go on forever.
Our new phone system will never be in and working. Incompetent company. That is only interested in signing the contract.
It is now stopping the move to new premises.
Ffs
Evesham BT  
BT are without any shadow of a doubt the WORST company of any of the telephony provides. Their customer service is SHOCKING, we tried to cancel our domestic line, they incorrectly cut off our business line and broadband. We are a retail business and could not take card payments for a week. To cap it all they tried to charge us to reconnect even after they admitted it was their error and tried to tell us we were in a new contract as a result. They really shouldn't have the name "British" in their title, they are a disgrace to this country. Ive had to spend countless hours on the phone to them, and with their overseas call centres getting anything done is nigh on impossible, assuminy you can actually understand the person you are talking to. I will be ditching BT business in favour of Virgin Media business (I have Virgin Media at home now), they may not be perfect but they are a darn sight better than BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hertford BT  
I have been with BT Broadband since FTTC became available in 2015. I have no complaints at all. Performance has been fast and rock solid, although I have been using my own router rather than the BT HUb. Customer service has been very good (by phone and on-line chat). The cost is on the high side but I am reluctant to switch to cheaper and probably worse competitors. One last point, this is an honest review of my experience with BT as a customer. I have no oher relationship with the company.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex BT  
BT Broadband- The Worst Customer service I’ve ever Experienced. I signed up for BT TV and broadband having recently moved house. The installation was meant to be free but they charged me £59. Called to complain and was told the refund would be in my account within 24 hours. One week later had to call again as still no refund. Finally got that money back a few days later.

On the day the installation was due to happen I didn’t receive any communication so checked online and it showed the engineer was confirmed. Just to be sure I used instant chat and was told the same thing. The time slot came and went and the engineer never showed. Called to complain and was told they didn’t know if I needed a new line so rather than check or ask they just cancelled the appointment I had waited 6 weeks for.

Decided 3 complaint calls was enough before even getting the service so decided to cancel the contract. It then took a further 4 x 30min+ calls over 3 days for them to actually cancel. Two weeks on I still haven’t received my refund for the engineer cost and have been charged a bill for a service I never received. Another two hours on the phone and many promises made and I’m still waiting for a refund.

I’m sure the service is great if you ever get it but if you have a problem forget about it because no-one there seems to be able to help. They are very apologetic and all promise to help but they all blame the processes or the systems and there doesn’t seem to be any joined up thinking between departments.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bridgend BT  
Our whole experience with BT has been terrible 6 weeks to get connected, countless calls to customer service, been on hold for countless minutes 55 minutes one day!! Miss informed, cut off, passed to 5 different departments. Finally up and running, we have fibre but it drops off. TV package is a joke wish we had stayed with sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wokingham BT  
I have been with BT for 10 years and watched their customer service slide and slide to the point they are unreliable and take a long time and a lot of calling to resolve basic problems. Staff vary in knowledge and helpfulness.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Argyll BT  
Absolutely useless!!!!!! Cuts off all the time!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Inverness BT  
if i could give 0 stars i would. thought talk talk was bad until i switched to BT. no wifi absolutely anywhere, be prepared to be charged over for your phone bills because youre going to need your data
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke On Trent BT  
It took years for this company to learn the lesson of having UK based call centres. Now it needs to stop spending vast sums on t.v. advertising,computerised answer systems and its preoccupation with the idea that all the customer wants is to watch sport,especially soccer. This company needs to invest in PEOPLE. To improve the dismal customer care they currently provide.I simply want to ring up, talk to a human who can provide the information or help required or connect me with another human who can.Unfortunately that would require an outbreak of common sense and upset the share-holders.The company is ,however, extremely adept when increasing the price of service.This no doubt makes the share-holders happy and profits can be spent on adverts to avoid over-taxation.There must be better out there...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Uk BT  
I left sky to move to bt only because I wanted bt sports for the champions league and sky was not offering that service. It like leaving an ok relationship in search for a better one but instead find yourself in a worse relationship but u can not leave because of the kids. In this case bt is bad relationship and the contract is the kids. The customer service team is really poor at their job. I woke up this morning with my services down, I phone in and the first adviser I spoke with hang the call off because I asked him to give me 5 minuets to find my customer number, when I phone back in to explain what I went through with the first customer service advisor he didn’t stop to think that I am not happy but better still talk over me. I then tried to explain that I make arrangements to clear up my account on Friday 17th August he went in confrontation mode saying my account was blocked because I didn’t pay my bills and the extension time slot is 7days. I tried to make him understand that bt customer service team is really poor at their job just by everything I experienced that I can’t recommend anyone to bt. This isn’t the first time. It is the fourth times this happening the first three was my internet being very slow but for every time when I call back in to cancel my services I will speak to one of the good once I was asked to upgrade my service. Right now I can only take enough if this continues, my only option is to leave and for me personally I won’t recommend anyone to use this service.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
SHEFFIELD SOUTH YORKSHIRE BT  
On 6th of July a month in advance I made a call to bt customer service and asked to close my account and stop providing services when my contract ends which is 6th. Bt guy said that my contract ends on 15th of August, I asked to confirm that I won't be charged any extra money and I will be refunded £43 because I'm paying upfront, and the BT guy confirmed that is correct. Now turns out BT guy was lying, I still have BT service and I was charged £58 and not refunded !!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Ilford BT  
It's just rubbish,my previous provider was so much better, in fact my non fibre broadband was more reliable.BT haven't come up with a reason and despite this and whilst I'm paying £33 per month they have the cheek to tell me last month that they are to increase my
Monthly fee.Ha ha
Don't do not.. Plusnet way better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ayr BT  
I didn't get past the first hurdle with BT. I called them, as a potential new customer, to just enquire about a deal. I found a deal that suited me, but emphasised I would not make a commitment before I had a chance to think. Foolishly I gave my address, phone number and email, but happily no bank details. Soon after I had emails showing I had an account and a start date. I thought this was wrong as I had not agreed to this, but thought I would go with this, any way. The start date didn't suit me, so I called to change it. It took them 52 minutes to answer, by which time I was seething. I decided if this is typical customer service then I would cancel the order, that I had not agreed to. Bad way to treat people BT and I'll have nothing to do with your dodgy business practices!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
Very poor customer service as they insist they sent a letter regarding 2018 September price rises.
As I am greater than 30 days since letter was sent I cannot cancel my contract.
This was the same senario the last time BT INCREASED its prices.
Funny how these letters are very in portal but are not sent recorded delivery.
What a joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Lincoln BT  
I didn't get past the first hurdle with BT. I called them, as a potential new customer, to just enquire about a deal. I found a deal that suited me, but emphasised I would not make a commitment before I had a chance to think. Foolishly I gave my address, phone number and email, but happily no bank details. Soon after I had emails showing I had an account and a start date. I thought this was wrong as I had not agreed to this, but thouhgt I would go with this. The start date didn't suit me, so I called to change it. It took them 52 minutes to answer, by which time I was seething. I decided if this is typical customer service then I would cancel the order, that I had not agreed to. Bad way to treat people BT and I'll have nothing to do with your dodgy buinenss practices!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
Absolutely disgusting. I was having connection and speed issues with my old provider "NOW TV", and was promised the world if i moved to BT. What i signed up for was BT infinity with all calls just as NOW TV at supposedly £38.00 per month. What i got was a huge bill in the first month for calls made to Poland which they failed to include in my mi-sold package. The usual messing around online and on the phone persued, and they then had to increased my package price to £45.00 (naughty naughty), to include the international calls which NOW TV actually provided for £38.00 and which i was promised. Another week or two and i receive a letter in the post informing me of another price increase of up to around £50.00 per month to keep my package. Again i complained and was told i could have my package frozen at £45.00 if i renewed my contract (naughty naughty). After a long discussion with an adviser i was told that i was also actually paying for sport channels which i never asked for. I took his advice and had the package changed yet again, and was fairly happy with the service at £45.00 per month. Then my speed and connection problems came for another visit and i spent hours on the phone trying to sort it with another technical adviser. It was found to be a faulty router which i was promised was the best thing since sliced bread when they mis-sold me the original package. A new router was sent and we all had fun re-signing passwords once again. Then my next bill came in!!!! £61.19. I was by this time furious and sent some choice word emails and once again messed around on the phone and online. THREE times i was dis,connected from a live chat and nobody wanted to help. After blowing my fuse and making threats of desertion i was told sorry Mr Stephens but they have made a mistake with your call plan and have charged you for local and international calls. They had also messed up in both June and July and simply added the extra cost to your new bill, but here`s £7.00 back as a refund.."yeh right".. Absolutely disgusting. I have now cancelled my contract and moved on because of their persistent errors and incompetence. Now they call me and tell me i have to pay a fee of over £400 for leaving a mis-sold contract to early. "Bring it on BT". I am so looking forward to our day in court when your incompetence and persistent lies are made public.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Kent BT  
The most appalling customer service I have ever received. Few months ago I received an email offering me 2gb extra on my sim at no extra cost ,oif I sign up for 18 months contract. My mistake, I fell into this trap and signed up to this deal. I received an email from BT explaining that you will now receive extra 2GB but my bill would increase by £10 more. I spoke to several customer service people and complaint was open long time ago with no resolution. Early last month one of their agents advised me that I have two separate accounts with Bt one for mobile and one for land line and broadband if I merge these accounts my mobile data allowance will double up from 8 to 16 GB at no extra cost and he will also resolve billing issue for me. Again my mistake it’s been weeks neither my data has doubled up nor my billing has been resolved. My complaint was escalated to level 2 and I was told that they will sort it within 5 days. Yesterday on completion of 5 day deadline I spoke with BT and I have now been told that department is very busy and they don’t know how long this will take to settle. Furthermore since merging two accounts extra services which are offered by the BT eg parental control, web protection have been locked and I am unable to make any changes to their settings. I have reported this issue to broadband tech support team separately on multiple occasions but in spite of their promises no one has been able to resolve this issue either. It appears that departments are not talking to each other and they have a field team responsible to sort out some of the issues but other departments have no phone access to field team. I feel so frustrated and angry with such poor customer experience and don’t know where to go next. All customer service advisors speak in a very polite manner and apologise for the inconvenience multiple times but no actions are taken to resolve the complaint. No one is willing to take ownership and every time you ring your call ends up in a different office and every time I have to start telling them my issue from start. It is so depressing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
United Kingdom BT  
Absolute rubbish.no broadband for over 9 days so far still not back on. Phoned numerous times to be told it'll be on within 48hours and it still hasn't. Been hung up on twice. Can't understand the foreigners. You'll be waiting for ever just until someone picks up the phone! Most useless company ever to deal with
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk BT  
Poor all round service, BT need to get rid of the off shore Indian contingent they are at best incompetent. Also beware of which support number you use to call them they have the cheek to actually charge you for them to rectify their issues. Also the Broadband speed is poor most of the time however the service remains reliable. I dread having to call their support service which is simply awry, disorganised and quite simply rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lichfield BT  
This has to be the worst service we have ever had from any provider. On going issues from 24 hrs after install. 5 months on still not resolved to be constantly told there are no faults. So why do we have no broadband or phone line working????
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fife BT  
Firstly my reason for writing this review is that they mis sold my family to a worst broadband not telling us we would lose are fibre place. And for several months we've been hetically trying to find a solution and BT and EE have not co operated or taken action.Secondly they surprised us with nearly doubling the amount of money we had to pay for our monthly contract. And our broadband has become more slow. We are deeply disappointed with BT after being a customer with them for more than 8yrs. And we don't recommend using BT. If it was possible i would of loved to give it zero stars.
england BT  
DO NOT go with BT total joke my bill has gone up they failed to inform me regarding this if i could give them zero stars i would they solve nothing when you call them ither that or you can't understand a word of what there saying. DON'T GO WITH BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford BT  
Just Diabolical

We have went through 6 hubs all of them undoubtedly terrible. So i live in the country side, a few miles outside Ballymena and bt is terrible. Is funny (not really) because all bt want is money. It used to be i could have my phone, laptop and Xbox on the wifi and it would still be strong but one day as promised bt said they’d put fibre opic in the area we were super excited but all they did was slowed all our wifis down to crawling speed and the only way to speed it up to what it used to be is by buying fibre opic which is an extra £25 pounds a month (we already pay £35) hate bt and when i grow up (im 15) im gettin sky or something better because bt is terrible in every way would say about the other points above but i dont wanna bor you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Outside Ballymena BT  
By absolutely rubbish - current download speed 0.6 mb just not good enough for anything and spending £75 a month for nothing!! Total waste of money!
do not use BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
STOCKPORT BT  
Continuous problems with BT including overcharging, deal issues, terrible customer service, etc.

Just been cut off after waiting on another complaints call for 30 mins before anybody picked up.

AVOID BT or risk spending 10+ hours per year on the phone to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
UK BT  
Out of contract and moving home I reluctantly paid bt’s extortionate month by month costs before finding a better service elsewhere so cancelled the dd at my bank.

My bank then informed bt and I got the expectedofficious call to ‘investigate’ why. I informed them then on the phone I wanted nothing more to do with them and cancelled.

Big mistake doing it verbally as bt maliciously kept my account open! That was two months ago and I am still receiving threatening demands for money I cannot afford and with no written proof I cancelled am subject to continuing extortion.. threatening language in their emails escalating despite attempts to sort it out humanely; the nasty Corp bullying lying fascists!

If I don’t submit and pay what they demand I face debt collectors and reporting to credit agencies!

Charming BT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Derbyshire BT  
Appalling service..They 'conned' us into a further 18 contract while we still had 6 months to go on our original contract.
Didn't find out until we decided to leave...Then they wanted £200 penalty.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Hereford BT  
BT provide the most atrocious, awful, poor, unacceptable, unsatisfactory and the worst and most terrible internet ever. I have been with many different internet providers and BT of all services has absolutely shocked me with how godawful their service is. BT say they are supposedly and I quote "the most best and fastest internet provider" out of all the internet providers in the UK. Well if you as the public people want a real and honest answer then here it is. BT are such false advertisers and it is completely ripped off the internet for over 1 whole year now has been turning itself on and off every 1 minute so for every 5 minutes our internet switches itself on and off about 20+ times and that is completely ridiculous they do not provide any satisfactory customer service whatsoever and I say their company and everything else is a complete failure to themselves and to me, my family and everyone else who is still with then at the moment because I don't know if anyone else is having too many issues to count but if so don't be shy at all to speak out because I am no longer staying with with dread nightmare awful and absolutely God dam horrendous service any more i get more data from my ee data plan (4g) so that says it all. Thank you for my service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham United Kingdom BT  
BT is quite inefficient. I cannot access my billing. Whenever I want a new password the activation code will not come with email open. The BT page will not work on top of open email. Basic inefficiency.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Clapham South West London BT  
Promised £140 mastercard voucher advertised as part of the deal never arrived. Online customer support chat system is rubbish. Landline charges are insane. They increased charges within one month of me signing the contract. Broadband sync speed shown on the router is less than 1/3rd of the “guaranteed” speed. Totally uncompetitive product and service which they can only get away with because they are the default landline supplier. Please avoid. I used to be a Virgin customer and although not perfect they were WAY better than BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
London BT  
Poor service as even when I complained I was told a manager will call me . Never received a a call back . Never received refund for the days I did not have the broadband service and this has happened three times despite promises. Now thinking of moving to Virgin as they have their own lines as they do not rent BT lines . Will challenge the end of the contract if need be and welcome feedback from anyone who is on the same situation. BT should not threaten people that they have to pay for the full contract if they can’t deliver the service and this needs to be decided in a court of law .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilford BT  
I strongly NOT recommend BT.
I’m BT user for 6 mounts and I’m very disappointed. The internet is very unreliable. My smart Hub restarts almost every day and even the TV channels stops sometime. I was watching F1 Stonehenge and I missed half of the race, I was really pissed off. Beside that I supposed to get BT gift card with £120 on it. I assumed I will receive by post or I will get email for any info, after few mounts when I asked them the response was my card expired. I had 90 day to claim but nobody told me, due to I didn’t I lost my gift. That was one of the reasons why I switched to BT. Firs time on BT and definitely last!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swindon BT  
Absolutely awful.

I switched from now tv and have been without broadband for 3 weeks and counting. I'm also having to phone daily to keep things moving.

I am extremely regretful of ever switching to BT. They have been the worst isp I've ever had the misfortune to use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kinross BT  
I utterly resent using these people. I am paying 45 a month for 8mb download and that has been completely unreliable on a daily basis, I have so many calls logged each time after a few weeks the service drops back to unusable. This all resulted after moving, in their defence BT was ok at my previous address. BT as a company should not be granted the monopoly to dictate our internet infrastructure as we are clearly falling behind our competitors in Europe, whilst they make more and more money. You are a disgrace BT and all the directors involved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WIMBORNE BT  
Literally the WORST customer service I have experienced in my 32 years of life. Ordered broadband on 5 July (it’s currently 31 July) after the IT team cancelled my appointment to set up my internet WITHOUT my knowledge the team couldn’t figure out why the broadband wasn’t working, so after 4 calls and 72 hours of waiting between each call, they set up a service tech appointment. The tech never showed up. After I called, the CS rep said they couldn’t do anything until 24 hours had passed after the missed appointment, at that point they could reschedule! This company is an absolute joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Red Lodge BT  
Terrible and horrible. Never again. Do not use BT internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Left BT years ago. Went to Sky but found badly affected by the weather so moved house and changed to Virgin. Price doubled at end of contract so was recommended to BT. Have a bundle and nothing but problems. TV channel choice is rubbish. You absolutely have to have unlimited broadband to operate properly despite being told basic package would be fine. Sometimes you get someone who knows what they are talking about, but generally you get an idiot who cannot solve an issue and just makes it up as they go along. Bitterly regret returning to BT as, if anything, worse than it used to be and now stuck with a long contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Iver BT  
I believe I have had one of the worst experiences with BT. They increase prices without notice although I was guaranteed a price for a certain time period, I need to restart the router quite often to get a decent speed although theoretically I have 50mb infinity 1 broadband and live in central London. I will change suppliers now as my experience with them is just bad and not worth the hassle.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
London BT  
Do not use BT.
Had nothing but issues with them from the start.
They constantly put up prices too.
Every time there is an issue I have to call them so many times and even then it’s not sorted out. They recently sent me a free upgrade on broadband hub but didn’t tell me they’ve restarted a 24 month contract. Shocking company. From January 19 I’ll be paying £50 per month until July 2020. If I cancel the contract I’ll have to pay. When I query anything they have said they say we informed you which they DID NOT otherwise I wouldn’t have accepted the FREE upgrade. I definywould not recommend BT!
Hertfordshire BT  

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