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
- Customer Service
- Speed
- Reliability
Based on 13417 customer ratings since 2018-12-11 (Show all time ratings)
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 |
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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. |
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| James Sparkes | Sheffield | BT | 2018-08-22 | |
What a total waste of time Bt are the business disruption is absolute top notch. |
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| Bespoke bathing company | Evesham | BT | 2018-08-21 | |
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 |
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| andy | Hertford | BT | 2018-08-21 | |
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. |
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| Graham | Essex | BT | 2018-08-20 | |
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. |
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| Greg Clark | Bridgend | BT | 2018-08-20 | |
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 |
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| Vicki Francis | Wokingham | BT | 2018-08-19 | |
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. |
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| Tom | Argyll | BT | 2018-08-18 | |
Absolutely useless!!!!!! Cuts off all the time!!!!! |
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| Rebecca Dingwall | Inverness | BT | 2018-08-16 | |
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 |
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| Chesca | Stoke On Trent | BT | 2018-08-15 | |
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... |
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| Richard | Uk | BT | 2018-08-15 | |
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. |
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| Manassah Taylor | SHEFFIELD SOUTH YORKSHIRE | BT | 2018-08-15 | |
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 !!! |
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| Linas | Ilford | BT | 2018-08-15 | |
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 |
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| Ian | Ayr | BT | 2018-08-14 | |
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! |
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| Grumpyoldman | Birmingham | BT | 2018-08-13 | |
Very poor customer service as they insist they sent a letter regarding 2018 September price rises. |
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| Stephen | Lincoln | BT | 2018-08-12 | |
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! |
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| Grumpyoldman | Birmingham | BT | 2018-08-12 | |
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. |
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| Alan | Kent | BT | 2018-08-11 | |
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. |
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| Tariq Shah | United Kingdom | BT | 2018-08-11 | |
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 |
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| Calver | Norfolk | BT | 2018-08-10 | |
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. |
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| Steve Hurley | Lichfield | BT | 2018-08-10 | |
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???? |
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| Lisa Hall | Fife | BT | 2018-08-10 | |
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. |
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| DIABOLICAL | england | BT | 2018-08-10 | |
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 |
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| Harvey | Bradford | BT | 2018-08-09 | |
Just Diabolical |
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| Michael Burnside | Outside Ballymena | BT | 2018-08-08 | |
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! |
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| Khosro | STOCKPORT | BT | 2018-08-07 | |
Continuous problems with BT including overcharging, deal issues, terrible customer service, etc. |
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| Matthew Taylor | UK | BT | 2018-08-07 | |
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. |
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| Bradley Davis | Derbyshire | BT | 2018-08-07 | |
Appalling service..They 'conned' us into a further 18 contract while we still had 6 months to go on our original contract. |
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| David | Hereford | BT | 2018-08-06 | |
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. |
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| Bobby Knowles | Birmingham United Kingdom | BT | 2018-08-05 | |
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. |
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| Phillip Davis | Clapham South West London | BT | 2018-08-04 | |
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. |
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| Harry | London | BT | 2018-08-03 | |
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 . |
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| Poova | Ilford | BT | 2018-08-02 | |
I strongly NOT recommend BT. |
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| Tode Despotoski | Swindon | BT | 2018-07-31 | |
Absolutely awful. |
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| Andrew | Kinross | BT | 2018-07-31 | |
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. |
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| Alan | WIMBORNE | BT | 2018-07-31 | |
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. |
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| Sam | Red Lodge | BT | 2018-07-31 | |
Terrible and horrible. Never again. Do not use BT internet |
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| Sol | London | BT | 2018-07-29 | |
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. |
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| Samantha | Iver | BT | 2018-07-29 | |
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. |
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| Diana | London | BT | 2018-07-29 | |
Do not use BT. |
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| Nicola | Hertfordshire | BT | 2018-07-29 | |
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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.
