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
    3.1 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 9301 customer ratings since 2020-05-14 (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.

3,098 Customer Reviews over 78 pages

  • Reviewer
    Location
    Bow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Is BT slowing customers' broadband down on purpose to force us to upgrade? After being nagged by phone calls from BT prompting me to upgrade, I turned them down as I do not want to be tied to a 2 year further contract. Coincidentally, their broadband service has got worse in the last week.
  • Reviewer
    Location
    boyle
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SOLD US FIBRE THAT DIDNT EVEN EXIST,CLAIMED WE HAD ACCESS TO IT IN OUR AREA....Without doubt the worst customer service ive ever experienced.Calls and emails completely ignored.My company took case to communications ombudsman and had all 6 issues upheld.You would never in a million years believe a company of this magnitude could get away with level of poor customer service.the sort of experience youd expect if you bought broadband of Del boy and Rodney.AVOID AVOID AVOID
  • Reviewer
    Location
    Brackley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Stay away they scam you with charges and then cut you off when you disagree and billing are so rude.broadband is intermittent and thats with fttp in the house
  • Reviewer
    Location
    bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    wat a load of poo but super broadband is .. i wouldn't recommend it to no one at all.. its sooo slow .. i spoke to 3 people from Customer services .. 2 were okay and one was jus very rude .. the broadband is NOT RELIABLE AT ALL and speed test is a load of bull too .. Trust me and stay well away from bt .. absolutely waste of time
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My issue was overcharging, I agreed a price for a 12 month contract but was overcharged and the refund was agreed but I never received the refund. BT signed me up to another contract charged me £80 in equipment fees and wasn’t willing to reimburse me. Very bad experience.
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Comments
    Was told by a telesales person that I could have BT infinity for £10 per month for 12 months. I signed up and found that they were going to charge me £15. On inquiring the arrogant operator told me he would have to ask for this 'complaint' to go through - it was accepted - how nice! Then I was told I would have to wait up to 17 days for a reply. Mis-selling is illegal. Rubbish BT - rubbish customer service!!! I will try elsewhere!!
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Poor when you have a problem. Difficult to contact VERY.
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Comments
    Not worth rating bt the customer service is a lie they are not willing to help it's all about the money always check your bill they will charge you for things you have not got they were charging me £75 on top of my bill which when ever I rang them they were calling it a business where as it's a private family owned terrace.
    I am allready Ill and I did not need this rubbish of theirs extra money for nothing.
    With all honesty I do not recommend BT to anyone I have been with them for over 20yrs and they do not respect that all they want is money for free I would only recommend Virgin for good service which I have heard about and the Internet will not cut off..


    BT broadband is not reliable and is slow that's my experience with them.
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was only with these cowboys for less then 2 week. They had me on the wrong package so called to tell them which they assured me would be sorted and someone would call me back after 2 days, no phone call so called again to be told sorry nothing has been done and we have no idea something had to be. They did nothing at all on the phone but did cut me off, so I called back and cancelled which they didn’t even hesitate to do. Now I’m without internet and have transferred back to Virgin. STAY away from BT, absolutely poor customer service.
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Once more we have no phone or internet. Last month it was off for 5 days. We have had continuous problems for the past 3 years. 3 New routers several engineers visits and they still cannot sort it. Rubbish service. Now another 2 days before back on. Not happy at all. Will not be having bt when we move
  • Reviewer
    Location
    Bradforf
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    After several calls to chase up a broadbabd fault on Sunday now being told they need to send me a new Hub and that could take 5 days! No reasoning with any of the advisers. Engineer came out this morning reported we needed new router but still hadn't been auctioned when I rang to chase up! In the middle of a house move can't action e mails or transfer monies do they care no they don't. Bet if I rang up as a new customer they'd use next day delivery to get my router to me . It appears that those of us who've been with them for many years get poorer service for our loyalty . Adviser told me once problem was fixed I 'wouldn't regret sticking with BT '. Yes what I'm moving house and there are plenty of other providers in the market place.
  • Reviewer
    Location
    Braintree
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just for starters I have had to put 1 star as could t leave 0. BT are by far the worst company we have ever had to deal with.
    We were originally miss sold a package. Told we would be getting a certain speed for broadband with BT sport thrown in as well. But when the confirmation email came through the next day it stated something completely different.
    We called BT and were told it needed to be investigated and the original phone call listed to. If we were right they would honor what was originally said for the same price. They then said the process would take until the 4th Jan.
    We know we were right so agreed to wait with the knowing it would be resolved.
    I stayed home all day yesterday (the 4th) waiting for my phone call from Sam who claimed to be a complaints manager. I even called myself a couple of times to chase the situation. Everyone that I spoke to said that they could t deal with it and I had to wait for Sam, but not one person knew where she was or if she was even in? One guy even told me off the record that we were right but had to speak to Sam to get it sorted. All day her direct number went to answerphone and my mother in law sent emails as well. We had waited 2 weeks and wanted an answer!
    Anyway we heard NOTHING yesterday from Sam the complaints manager.
    And at 8.10am this morning the phone rings, low and behold it's her...
    Sam then goes on to ask me AGAIN to tell her the situation as she still needs to listen to the call!!?? Hang on a minute why have we waited 2 weeks then??
    We then had to wait a further 45 mins for her to call back and tell us that we were right... However the best they can do is reduce it by £6 which is NOT what we were promised! Sam Willis was rude and ignorant and clearly didn't care about keeping or losing our custom.
    So after all that waiting they couldn't honor what we were told. If we had known that we would of cancelled 2 weeks ago instead of living with pretty much 0 connection.
    We have now signed up with Sky who straight away have given far better customer service! Let's hope the connection speed is better too!

    MY ADVICE IS DO NOT GO WITH BT! AVOID AT ALL COSTS!
  • Reviewer
    Location
    Braintree
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    On most expensive fibre package - long term ongoing problems - impossible to contact and report problems (min 30 min wait on phone) resulting in very expensive and unusable service. Avoid like the plague.
  • Reviewer
    Location
    Braintree, Essex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I ordered services from BT and was told the order had failed on their system so they cancelled and told me they would raise again. I then received a call saying they where sorry I hadn't completed my order. Their system said it had been cancelled and not re ordered this is against what I had been told previously. I then stayed with my current supplier. However my credit card showed a charge from BT I called and they have said it will be refunded. They also said I had an active account but would not give me any details as I don't have the account number (I have not received any paperwork from BT after being told the order was cancelled). THe agent I spoke with would not help without me giving them the account number which I don't have. He then became rude when I asked to speak to a supervisor and refused to transfer me he just said he would post the account number and I had to call back. I have spent enough time on the phone with BT and can't believe how unhelpful and how much of a mess they have caused and stress for me on not knowing if I will lose my services. I am also concerned they may try to charge me and it may effect my credit score as I have cancelled the DD. I have not received any services from them and refuse to pay for their errors
    I have never felt the need to escalate an issue but this time is different this is the worst service I have ever encountered.
  • Reviewer
    Location
    bramhall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Installation puzzling end up installed where i do not want it. Was then told to install upstairs will cost me £120 / customer care rang twice both times I was cut off. Cannot access my account easy I have given up. Do not reccomend BT I have a 12 month contract whech I will finish as soon as I can. I advise anybody not to buy BT internet.
  • Reviewer
    Location
    bratton, westbury, wiltshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could rate them any lower like -10 I would. For 3 months bt couldnt fix a problem with our internet, every single week we would have to go through an hour long process of registering the fault either by phone or live chat. Everytime they send an engineer they turn up whenever they decide without notification, fiddle with a few things n then say yep all good n not tell us what the problem is. It would work for 10hrs n then starting cutting in and out constantly. After 3 months they found a fault in line and switched us to another, since then (2 weeks) our speed has been pathetic 6 - 7 mbs down n 0.7 mbs up, this is when we pay for fibre optics upto 54mbs. All this hassle has nearly destroyed 2 businesses that need the internet my son has been trying to start and we also have spent hundreds of pounds replacing everything in the house incl phones, cables n a computer.
  • Reviewer
    Location
    BRECON
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    well where do i start?! firstly i did not even get my BT TV and internet. had to cancel after 1 week of ordering,
    i had placed my order over the phone with a lovely man, and unfortunately thats where all my problems started. he had told me my order went through fine, i then called on the saturday to see when it gets delivered, to my shock i found out that the TV never went through (i would never of known if i didnt go on the live chat), this woman then rang me very rude, telling me if i want tv i have to wait for an extra week, she then said she will call back sunday at 6pm after i finish work, she then rushed me off the phone not letting me talk and HUNG UP ON ME.. well it got to sunday 730 still no call so i contacted them again. he said she had not bothered even noting the account for them to call me, he then assured me someone will call me 6pm monday. well here we are now tuesday at 630pm still not had a call so i contact again for the 3rd time. this time i got passed from person to person, none of which actually helped me they just kept saying 'i'll pass you on to so and so and they can help'. well it then took them 50 mins to actually type a message to me. and what he came back with is 'can someone just call you tomorrow about this'. the result ended in me and him arguing over the chat as he would not allow me to cancel my order he said 'ill just call you in the morning and you can speak to someone then'. i was extremely angry then after getting passed to so many different people they were getting ruder as they passed me to each person. it took me nearly 3 hours to cancel my bt. cant imagine the problems i would of had if i didnt contact them that initial day. worst customer service i have ever known, all members of staff was rude to me. would not recommend to my worst enemy. shams of a company. i would recommend people to leave the company rather than join it.!
  • Reviewer
    Location
    Brentor, Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    WiFi on Home Hub 3 stopped working and advice from Customer Services was to buy a new hub from another manufacturer since BT do not support WiFi and will not replace defective hub. Netgear Hub works perfectly, but after about a week speed dropped from 3MB to 2MB so suspect BT have reduced since I am no longer able to support FON users.
    Dreadful customer support and will probably change in Jan 16 when contract expires.
  • Reviewer
    Location
    Brentwood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Utterly useless service. My line speed went down from about 6.5mb/s to 1.6 mb/s. After a few days of this not improving, I reported the problem and was told that BT only promissed me better than 1 mb/s and so were not even allowed to make a note of my issue. Switching to Talktalk. Oh and usual problems with indian support staff whose english is abysmal.
  • Reviewer
    Location
    Brentwood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never again BT, I’m an/was a new customer to BT they “delivered” my service .. no functional of cause now a 1 ½ week later it is still not working .. calling to cancel now
  • Reviewer
    Location
    Brentwood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst Broadband / Tv package deal I have ever owned. I have lived all over essex ( also in the wild wilderness) and received a must faster, reliable and pain free service. Please do not be fooled by the cheap price of a package deal. Save your money and use carrier pigeon, even an untraine done from leicester square as you will have more chance of that working than what BT are installing. Honestly the product / service / customer care / attitude towards a bad service is absolutely terrible.
  • Reviewer
    Location
    brentwood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've used more swear words since using BT moving house service, than ever before.
    Just when you think they can't get any worse they suprise you.
    They are very good at charging you for services you didn't have, or didn't want, then charge you again for cancelling them.
  • Reviewer
    Location
    Bridgend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The worst company I have ever used to provide me with any service, EVER.
    Avoid BT. Wish I stayed with Sky.
  • Reviewer
    Location
    Bridgend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Worst days work I ever did going back to BT. 60% slower than they promised constant loss of connection, don`t call you back when they say they will, and waited in for 5hrs for an engineer that never turned up. An absolute shambles, come back Sky all is forgiven!!
  • Reviewer
    Location
    Bridgend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Bridgend Mid Glamorgan Wales UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not good service...Call centre in India some where..They said it would be 10 years or more until I can expect a better speed I'm getting 1.3 Mbs and paying for 8 Mbs. I live 1.7Kilometers from the exchange...Not good
  • Reviewer
    Location
    Bridgend, Wales
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Download speed is a rubbish 400kbps!!
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    we have Fibre in the village but because we are a mile from that box our internet/broadband is very slow. however we pay the same monthly rental as everyone!
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling down load speed, this has got worse
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broadband is so slow it can take hours to download anything as at times it looses its connection.
    It looses connection on speed tests. Im living on a new housing development and yet most of it cannot even get a decent broadband speed, it seems that BT do not care about their customers, they seem more interested in how much profit they can make.
  • Reviewer
    Location
    Bridgwater
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    1.3mbps to 1.6mps
    We have bought new house over two years ago
    We were promised to have fibre optics soon, but I dont know what it means soon in BT language, probably whenever.
    2016 and they are still building houses with those crap copper cables...
    Average speed in Vietnam is 1,8mbps!!
    We all here(not just me) have this issue.
  • Reviewer
    Location
    bridlington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Thought i would put this here so nobody gets BT it is horribly slow
  • Reviewer
    Location
    Bridlington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's obvious from the plethora of terrible reviews that BT suck. I agree that BT most definitely does suck. How is my £15 mobile phone internet faster on tethering than my £70 a month BT Fibre?! The staff on the phones pass you pillar to post with infrastructure problems whether you're contracted or not and can be unpleasant, along with crappy long queue times to do even the most simple account checks. Save yourself some time, choose ANY OTHER PROVIDER. You might save enough time to learn a new language, or maybe knit a jumper. Or at least you'll have a router provided that doesn't cut out exactly at the most important part of every show and video game you will ever be part way through. What's weird is that I'm not even a biased or negative person!
  • Reviewer
    Location
    Brierley Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    By far one of the worst companies I have ever dealt with! DO NOT USE!!
    I took out a contract with them for my broadband and TV. All was good, and then I needed to leave my property, and move back to my parents house. I was, of course, not able to take my service with me. All of the equipment was paid upfront by me as well. I called BT to let them know and to cancel my contract, to which I was told that I needed to pay the rest for the contract?! This was a further 9 months! My argument was that I was receiving no service from them as I was no longer going to be at the property, and i was not able to take with me. They said that when I took the contract out I should have known, to which my comment was I cannot see the future. Apparently BT expect all of their customers to be clairvoyant! I shall not ever use again!
  • Reviewer
    Location
    Brighouse
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt just don't want to listen to their customers. They make promises which they cannot, and do not, fulfill. Getting to talk to a manager is harder than getting blood from a stone. If they actually did what they say they are going to do that would be a change for the better.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Comments
    keeps disconnection, support rfuses to help or to refund
  • Reviewer
    Location
    brighton
    Reviewing
    BT
    Date
    Comments
    most frustraing customer experience of my life. I pay for 8 meg and last year suddenly started getting below 1 meg. 6 months, 3 new hubs, countless hours wasted complaining and looking for imaginary faults with my computer and equipment, and many engineers visits later, I am still told that they can find no problem and it must be my fault. Words can't describe my utter contempt and loathing for their company. sickening.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service left me without broadband for a month. Never go with BT.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet worst customer service ever!!! Never ever bt!!

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.