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)

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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.

3,098 Customer Reviews over 78 pages

  • Reviewer
    Location
    London EC1
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Our Fibre Optic box shared with other occupiers of our small building in London EC1 was isolated as the probable fault as to why only our office and no one else in the building had no internet. Monday we made contact. It was almost certainly a switch that needed to be pushed at Open Reach's end but they could not do this without a job no. This took 3 days to organise. The engineer then arrived late one afternoon and did his best but could not determine the fault and had to return to another job. It turns out that it ialmost certainly is the OR switch and we hope after over a week without internet , it will soon be fixed. Meanwhile, we installed a Vodaphone 5G system as back up-even if China can allegedly interfere with this! It seems to be performing better that fibre optic so we we may ditch OR. I hate poor service as my busibness would not survive if we gave this so I happy to ditch OR and never depend on them again at the first opportunity-JP
  • Reviewer
    Location
    Rochdale
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The broadband we get is very good. BT customer service however is beyond poor.

    Issue started when I couldn't access BT sport through the app. Was told I had to "refresh" my package to reactivate. Told I would receive an email through later that day stating I had taken out a new contract by to ignore it. I did. No prizes for guessing that they had extended my contract without permission.

    I have since had 7 calls with BT going round in an infuriating circle. Agreed new package, didn't put in place. When did charged me a sport cancellation fee when I was out of contract. On hold for 40 mins then cutting off (twice). Indian call centre with translation issues.

    Eventually sorted the new contract only because they gave me 50% off & because the infinity broadband is God - otherwise would have gone elsewhere for sure.

    Couldn't possibly recommend the company based on these awful levels of customer service.
  • Reviewer
    Location
    Rhymney
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    My broadband has been ok. However there was a problem when I wanted to add a new device to my broadband.

    Partly my own fault as I lost my password... however trying to get a reset is absolutely impossible!

    The Internet page is completely useless and you have to wait over 40 mins for an answer from 1 of the 4 people who work there and the automated services is a complete joke.
  • Reviewer
    Location
    Liverpool
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Unreliable.
    When it works, it's ok, but sometimes it dies right at the time you need it and it's very annoying.
    It's still better than Sky but nowhere as good as BT was.

    Also, another problem with the Internet is that when someone uploads a file, Internet in whole house becomes unusable, so we have to use 3G internet for it instead. Not only does upload make the internet unusable, but it's also very slow and even not very big files take ages to upload!.
  • Reviewer
    Location
    Worthing, UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    I have recently tried to move from BT, as we have new providers in the area. Their contract terms are impossible - exit fees are outrageous. Even after they increased their prices and gave us 30 days to exit without penalty they changed the exit period so I would have had to move same day or face over £350 penalties.

    The customer service agent didn't care and told me 'we're not the cheapest and we don't price match' - this can only be said by a company who have you cornered or provide a level of service that's exceptional and worth the extra. BT's service isn't all that!
  • Reviewer
    Location
    milton keynes
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I wanted to post this as a complaint on their site but before I had finished posting it, it was already closed. Showing they clearly care about your feedback. I can't be bothered to change this text so that's it's not directly addressing them but I want to post this to get this off my chest. So keep that in mind.
    My situation was this, I am currently using BT in my apartment and have been doing so for a year and a half. Recently, I bought a new house and the keys to the house would be handed to me on the 19th October. In anticipation for this day, I went to the BT website on the 6th of October and had ordered for new broadband to be set up for the 22nd in this new house. On the 13th, the week before, I received an email saying that this order had been cancelled. Confused, I called in to BT to try and understand the situation. I explained my circumstance to the person on the phone and asked him what could have been the reason for the cancellation, and he said he did not know. I then asked him if it was possible that the people who were currently staying in the house who were about to move out, were the ones who cancelled it and he said it was possible. Okay I said, I could see how if the previous tenants got a call saying that their internet was going to be changed (granted that it was going to be taken over on a date where they would not be in the house) then I could see how a mix up could occur. I asked the man on the phone if it would be possible to make the order again and which time it would be best to do so. He said that it would be alright to make the order right away if I knew I was definitely going to be at the house by the 19th. I said I was sure I would be in the house by then, but I wanted him to be sure that I could make this order and this would not happen again. He assured me that it would be fine. We make the order again and I can see that it was made for the 27th of October. This is a lot far down than I would like it to be but I thought it was fine if this is the best time they could do and I know things are stressful at the moment so I don’t want to push anything.
    A week passes and the weekend before the 27th comes around and I receive no notice of BT making their order which I thought was odd as I thought BT would always give me small reminders that they were coming. Especially when you compare it to all the process of all furniture shops and gadget shops that I’ve been seeking patronage from for this new house as this is the standard process for all of them.
    The 26th comes around and the delivery of my equipment has not been made yet. I track my order online and above it says that my order is cancelled but below it looks as if my order is still on track for my house. Confused, I call into the BT help desk to ask them what the true status of my order is. The guy checks my order and says he noticed the cancellation that was made before but that this current order is still on track but there were just some delays. He said that it should really arrive the next day or the day after. I feel relieved as he has reassured me that the order was still on track and happy that I could finally set up my internet so that I could move in and get my house together while working from home.
    The next day comes and nothing arrives, and no email or text message arrives telling me they are still making the delivery. I decide to call in again to reconfirm that the order is definitely on its way only to be told that this new order was actually cancelled by the previous people again and it was done on the 15th. Now I am seriously confused and frustrated and extremely disappointed. I tell the assistant I had not received any message indicating that this had happened and that someone had told me yesterday that the order was on its way. She apologizes profusely and says there’s nothing she can do except make the order for me again and that it should come on the 10th of November. I ask her if there is any way she can move it up and she says no. I feel really dejected at this point so the lady encourages me to call in until someone makes a cancellation and I can take their spot. I felt a bit better after hearing this and decided that I would try.
    Now today comes which is the 28th of October, and I decide to call in to first check the status of my order to confirm it is definitely on its’ way and to see if there were any cancellations. The man that answered assured me that the order is on its way but told me there was no way for me to take the spot of cancellations and move up my date. I told him this was not what was told to me the day before and he tells me that the lady must have been wrong. Again, I feel dejected again and he apologizes by giving my £10 credit for my phone (which I won’t use) and that he will lodge a complaint for me but frankly, both things don’t make me feel better about the situation.

    Now I completely acknowledge my fault in trying to order the internet before I had fully moved into my new house. I should not have assumed that because I had paid for the house, had a date set for when we would exchange keys and know that the tenants were definitely moving out that the process would have been smooth and without hiccups. However, I wish to address the parts that were lacking on the BT side and were improvement could be added.
    1. Communication – the first problem stems from the fact that I did not receive an email or text message or a phone call or anything letting me know of the second cancellation. Had I been allowed to know immediately after, I would have waited for the 19th to come, knowing we had full rights to the house (so there should be no reason for a new cancellation), and made a new order where it wouldn’t take so much time for my internet to be installed.
    2. Staff collectively and consistently knowing the process – As I stated above, I talked to several people within BT in order to sort this out and I was given very different information from all of them. If it was a situation where I stayed quiet and just accepted everything at face value, then I wouldn’t make such a fuss for this point. But that was not the case, I constantly asked questions in order to reassure or reconfirm my suspicions. I asked the first guy if it were possible that the order could be cancelled again, and he said it would not. I asked the second guy if the order was still on track and he said that it was. I asked the third lady if I could call back and move up my installation date, if there was a cancellation and she said that I could, only to be told by the 4th guy that I can’t. What is going to happen if I call the 5th time? What is going to be contradicted now? This is the genuine paranoia that I have been left with and it will not fade until I am sure there is internet in my house. I understand staff having flexibility to appease their customers but knowing what limits can and cannot be set should be understood by all in order to not create any confusion.
    3. Lastly, making the process faster – I am not going to lie, this point comes from a more selfish request, but I still want to be able to voice it. I understand that fulfilling orders can be hard especially in a time where we are in lockdown and we are supposed to be appeasing to social distancing rules but I find it so frustrating when I have ordered something and it is consistently pushed back more and more and more. I made this order early because I wanted to make sure everything could be organised. If there is internet not only could I start living in the new house and effectively put furniture together, but I could start working properly from home for the new job that I just acquired. I would not have to spend money on bus tickets or expensive taxis so that I can be there in time for furniture orders just to go back through the same method to my apartment for work. I would not have to spend exorbitant amounts of energy going from my apartment to my house and back again just to sort things out. I wanted to sort out my apartment so that it could be left in good condition and I could get my full deposit back. I most importantly I wanted my house to be sorted out before my family came for the holidays.
    Overall, I think that BT internet has been exceptionally good however you have issues when it comes to first delivering that service to people. I have lived in different places for work and education and this issue with delivery is not the first time I’ve experienced this. There was even a time where I ordered for your broadband service and it did not start working until after about 2 months and a half and this was mainly due to the fact the house was not suited for the broadband that I wanted, so someone had to come in and physically install it. Waiting at this point was not an issue because I had access to the BT public Wi-Fi, so I was able to do the things I needed to do and the situation wasn’t so dire. However, at this new house the signal is so bad that I cannot connect to anything and therefore I can’t do anything. This issue where the house is not suited for the broadband that I want, could happen again but I would not know until I try to get the internet started and that would lead to more waiting which again will just make me more frustrated. I am not expecting any improvements on my situation to be made I just wanted to voice my frustrations in the hope that in the future, me or anyone else do not have to go through this.
  • Reviewer
    Location
    East Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    If you get a UK based call centre when you call BT then you will be helped quickly and professionally. If you get an Indian based call centre which 9 times out of 10 you will then just hand up because they are USELESS!! i have never had such poor customer service then when i call up BT and get an Indian telling me to do the same stupid speed tests over and over again when all i need to an engineer to come out. Absolute trash customer service (unless you get a UK call centre)
  • Reviewer
    Location
    Mytchett
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    WOW.
    What an awful company.
    I switched over from Sky Broadband last May, as the current infrastructure only offered me up to 2Mbps, in reality it was only 0.7Mbps.
    BT had a fibre backbone, so could offer much higher speeds. I clocked it at around 79Mbps.
    After 2 missed appointments, and 2 days off work on my part, I finally had it installed. As a goodwill gesture for wasting my time, the guy on the phone offered me my first 3 months free, which I agreed was acceptable.
    After 3 months I got a huge bill for around £190. So I called their ridiculous phone system, and on the 3rd or 4th try managed to speak to someone. They denied all knowledge of this promise of 3 months free, and I urged them to listen back to the phone call as I would like the goodwill gesture that I was offered. They said they would listen to the call, and call me back within 7 working days. 7 days passed, no phone call. I called again (through THAT phone system) and asked why I hadn't received a call. No knowledge of the request. Great. Apologies, blah blah, they will call me back within 48 hours. No call. Getting angry now.
    After a few calls on different days, trying to get somewhere, I gave up hope. Very angry at this point.
    So I had a moment of madness and decided to email Mr Ian Livingston.
    He replied back within about 20mins saying he was very sorry and would pass my details onto a 'top level customer service manager' - sounded promising.
    Sure enough, the next day I had a call from a lovely lady. She said she was sorry I've had such a bad start with BT, and that she didn't need to listen to the original call. She will refund all the charges so far, including the late payment fees (I refused to pay a penny until it was resolved).
    So, as of 1st October 2013, I was about £4 in credit.
    Wonderful result!!
    Alas, it has gone downhill from there.
    My standard month bill is £44.45, Infinity 2 + line rental.
    I don't have a phone connected to the phone line, and BT Infinity 2 is unlimited - so I know what my bill will be each and every month.
    Unfortunately the BT computer system doesn't see it this way.
    I had a letter saying "You are using more than you should, so we are increasing your monthly payment to £70 to cover this".
    I was furious.
    Every month I call them, speak to managers, other staff, explain the whole story time and time again. I have been on the phone for 2hrs more than once and not got anywhere.
    They have taken a total of £350 over the last 5 months (5 x £70), instead of £207.25 (5 x £41.45).
    So I figured they owe me £142.75. They refute this.

    Another thing is they generate a quarterly bill, which I wasn't told when I entered into a contract. I am also on what they call 'Monthly Billing' as opposed to a standard Direct Debit, all because I wanted the DD to exit my my account on a specific date. This practice is standard in the 'Utilities Industry', apparently. Which is funny because I don't have this problem with my gas and electricity providers.
    By having a 'Monthly Plan' (they tell me) that the amount can be adjusted by them each month as they see fit. BS.

    All I wanted was a bill each month for my usage. Whether that's in advance or not, I don't really care, because I KNOW what that bill will be because I CAN'T go over my allowances due to it being unlimited and not having a phone connected.

    I had my final call about a week ago, and after 2 hrs I asked to speak to the cancellation department. After another lengthy hold, and explaining the whole story AGAIN, the adviser said I couldn't cancel as there was an outstanding debt on the account and I need to speak to billing first. I was furious.
    An outstanding balance?? When I am owed over £140??? I couldn't believe it.
    Again I was put on hold, back to billing. On hold waiting for a manager... Explain the whole story YET AGAIN... Either he hangs up or we get cut off.

    .........

    Speechless.

    So, I'm still at odds as to what to do.
    No matter how many times I speak to them, or who I speak to, I never seem to get anywhere.
    Heaven knows how much time and money I have spent calling them from my mobile.

    To add insult to injury, Sky released their own fibre service about 2 months into my BT contract.

    On another note, 3 weeks ago some nice person decided to crash their car into the green BT node at the end of the street, severing internet and phone connections to my whole street. This is not BT's fault I know, but it took around 2 weeks to fix, with no email or phone call to apologise. I called them to ask why I very rarely saw an Openreach engineer at the crash site. They said they would look into it...

    Internet is back now, so I'm expecting a refund for the 2 weeks I had no Infinity 2. What do you think my chances are?
  • Reviewer
    Location
    Glossop
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Tend to get knocked off-line once or twice a week though it does re-connect very quickly.
    Checked speed today - 37.51Mb - this is supposed to be infinity fibre optic!
  • Reviewer
    Location
    nottingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I am on option 3 and took out Bt as I was promised 4mg.I have always got 2 or 2.5,until it hit the decks a few weeks ago at 0.06!!!!!
    After a new hubb and filters Bt engineer came out today and saw that my Bt extention was installed with thin internal wire and had perished on the outside of the house.He said i would never have got good broadband with that wiring.They have now put the correct wiring in and a new linebox which doesn,t require filters.
    Straight away speed is up to 2.2 and am told it should settle to about 3.2 mgs over the next 10 days.
    customer services told me there was nothing wrong with my connection a month ago.Two weeks ago someone else at customer services confirmed that my line had a problem.
    seems i have had the wrong wiring for 6 years which was ok until I tried to run broadband off it.
  • Reviewer
    Location
    Daventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    At first I was happy with BT I felt I was getting a great deal, landline and unlimited Internet fibre optic for £46 a month. After a year when my contract ran out they offered me a contract phone for £17 a month with 6gb a month, I took the offer and was also offered for £5 extra I would get unlimited data, I refused it at first thinking I didn't need it due to having my WiFi, but 6gb didn't last long and I noticed when I tried to connect to my BT router it would only connect for 10 seconds and stop and then I would have reconnect again and ive done that ever since I got the contract which was months ago. I remembered the woman offering me unlimited data for £5 a month and I rang up to enquire about the deal, the first guy had nothing on it and connected me to someone else who said to me they don't do unlimited data at all, so either he was unsure of this offer and unlimited data or I was about to get scammed even though the woman knew all about my contract with BT. So in the end I'm stuck with this phone that runs out of data in about 3-4 days which connects to the router for 10 seconds each time and it's a 2 year contract. In the end BT offered me 15gb of data for £27 a month. That's a rip off I've seen better deals on better phones for just £3 more. So either BT fixes my issues or once my contract is over I will be paying someone else for their services which I'll also be recommending to my friends and family too.
  • Reviewer
    Location
    Northumberland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Have been with BT for many years but will probably go else ware when my contract is up. There customer service is terrible and know one cares
    When you take out you contract.
  • Reviewer
    Location
    Louth, Lincs
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I have just sent the following to the BBC: Well, it's 2014, I have high-speed broadband, and I can't listen to The Archers on iPlayer because it cuts out every few seconds, sometimes coming up with the 'insufficient bandwith' message. This is for radio, not TV! I'm sending the same email to BT. No doubt you'll both blame each other. Either way, it's a disgrace in this day and age.
    Livid of Louth. So now I leave it to you guys - who's going to take the blame, the Beeb or BT? I'm told I have 40meg download speed, and yet I can't stream a radio programme...???
  • Reviewer
    Location
    Sherborne, Dorset
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Terrible broadband performance at around 0.3Mbps being delivered after a recent housemove.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    3 months now with BT infinity. Cannot get signal round the house despite their stupid advert on TV. Internet drops almost daily (not according to them) and modem constantly needs re starting. They blame the microwave!!!! modem is 40cm from my laptop so no interference. Can get engineer out but if they can't find a fault then I will have to pay £129 added to my phone bill. 9 more months and then I'm out....
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have been with bt for years but very dissapointed the way i was treated. Very poor customer service with rude unhelpfull advisors. Switched to another operator now. Very dissapointing bt!!
  • Reviewer
    Location
    Egremont, Cumbria
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Nothing but trouble - needed new land line installing, needed customer services to get modem working and to get wireless connectivity working (got no benefit from the "n standard speed" hub because had to downrate to 11 mbps at "g" to get wireless to work at all) and I only receive 0.9 mbps versus 6.5 mb promised.
  • Reviewer
    Location
    Rosyth
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Shocked and disappointed by the results of the speed test
  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Worst company ever!! Had broadband and landline problems for over 11 months. My broadband drops out over 100x a day! Also when the broadband cuts off so does my landline. Every time I ring to get the issue resolved the " tech " department runs a "test " tells me I'm a liar and there is nothing wrong with it then puts the phone down on me... the only time you get to speak to someone in the same country as you is if you ring to cancel ironically... i have had numerous engineers out for nothing to be fixed and still paying FULL PRICE. One of the engineers had crossed over my landline so someone with plus net had my number and I had nothing.. still being charged for the phone calls they made!! I've made complaint after complaint. Somehow ended up with bt sports package I asked to cancel that. Never got done I was made out to be a liar over asking to cancel that too. Avoid at all costs. I'd rate 0 stars if I could the company is a disgrace
  • Reviewer
    Location
    Hollywell
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    I recently (Nov.5th) 'Upgraded' to a more expensive package from BT and ever since my download speed has collpased, but my upload speed has doubled???
  • Reviewer
    Location
    Peterborough
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    I am supposed to get at least 3mbps out of a package supposedly for 8mbps. As I live less than two miles from the relevant exchane (in a straight line the download speed of 0.94 mbps and upload speed of .331mbps are absolutely appalling. I have complained, had the line checked, etc, etc, and all they can tell me is that the speed is unlkely to improve! I cannot get a cable supplier, as the street I live in is paved, not tarmac, and, despite there being a utility strip down the side of the road, the cable companies will not lay it.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've been at this property for approx 4 years. for 3 years and 6 months, the connection I couldn't complain about. approx 12Mbps, but it worked. probably dropped connection about once per week. either wifi dropped, or hubs connection to the net dropped. no real problems.

    for the past 6 months (second half of 2019), the speed has gone up to 20Mbps (which is nice) but my connection has been dropping, probably up to 5 times per day, either wifi, or hub to net. it is starting to get slightly irritating. websites will stop responding for no reason, 5 second delay, then "no internet" message. wait 20 or 30 seconds and it usually comes back. I haven't contacted customer service about it yet.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've been with BT for 2 years and everything was Ok until I moved homes. Since then it's a constant and very frustrating 2-month struggle to get connected.
    During these 2 months I've been connected through a mini-hub as a temporary solution and trying to get connected properly as the mini-hub connection is really poor.
    During these 2 months I've been in contact with BT a countless amount of times, spoken to many of their staff members, spent every time an hour on hold while they were forwarding me to different departments and trying to figure out what's going on with my account.
    The inconsistency of their work is really shocking. Each one of them says different things and names different problems but the job is still not done. During these 2 months I got a number of contradictory messages from a number of BT staff members: your broadband will be activated tomorrow just connect your router at midnight, your broadband is in place but the landline is not, we need to send our engineer, our engineers don't go to the households due to the lockdown, your engineer will arrive on Wednesday, our engineers don't go to the households, your engineer will arrive on Friday, your appointment is cancelled, your appointment is rescheduled, our engineers don't go to the household, your appointment is cancelled again, your engineer has arrived and sorted everything out, connect your router, the engineer hasn't been there nothing is sorted we will schedule another appointment, your appointment is cancelled, get in touch to schedule another one, your package is fine, you are not at any package, no, your package is fine...
    Halfway through they forgot to add some allowance to my mini-hub and I had to spend one day with no Internet whatsoever. And it was my working day so my work was paralyzed for the whole day.
    After 2 months an engineer from Openreach arrived sorted out the broadband and the landline and the Internet was working for the whole day.
    Next day the connection disappeared and another BT team member said that somehow my broadband hasn't been added to the package so I need to wait another 5 (!) days before it gets activated. I have no idea how after 2 months since my move the broadband hasn't been added to my package.
    So far my experience with BT was incredibly frustrating and I wouldn't recommend it to anyone.
  • Reviewer
    Location
    Sheffield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    So many problems, have been told will be contacted within 24 hours so many times and they never have. Their customer support is non existent.

    I would avoid at all costs, they couldnt get our phone connected for weeks. Then took longer to sort broadband despite calls and on-line chats. My wife and I have wasted so much time.

    Have reported them to OFCOM over product miss-selling.

    Consider other providers before BT, they are a broken company.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      2 stars
    Comments
    Switched over to BT broadband from Sky.They couldn't manage to get the service working for 3 weeks! They eventually did and 1 month later it broke down again, have been waiting one month to resolve this with hours spent in the phone 3 engineer visits, who seem to come and leave without ringing the bell or calling before filling out their notes saying unable to gain access. So many promised call backs that don't materialise. It's total incompetence. Never been provided with such a shocking service in my life
  • Reviewer
    Location
    Telford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      5 stars
    Comments
    It ought to be illegal to describe 2BMit as "broadband".
  • Reviewer
    Location
    Northants
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have no issues with my current BT set up it works fine. I am however changing my ISP because BT cannot solve issues(well my issue) without you having to to be called, or you call them, over 30 times and counting to fix something.

    They lie

    I have been told my issue is fixed 4 times. It has not been.

    I have never spoken to the same person in customer non service team.

    They lie.

    They created a false account to supposedly fix my issue which they assured me would be deleted and then started to charge me for it. Oh! and they can't cancel it straight away for some unknown reason.

    Some of there customer non service team are polite but most are rude and don't listen to you.

    They call you back at the wrong times.

    They cut you off.

    They put you on hold for 10 minutes.

    You try their live chat and they fix the problem. Yeah! Oh! maybe not. They lie to you saying your problem is fixed as it is still there the next day.

    Have I mentioned that they lie.

    They say your issue is now solved can we close the complaint. You say yes thanks for solving my problem. The next day the issue is still there. Never ever close a complaint until you are sure it is done otherwise you start all over again.

    In the last couple of months I have spoken to BT more than my friends and family and my issue is not resolved.

    If you enjoy pain in your life then sign up for BT broadband. If I could give 0 marks I would.

    When my switch is complete I am going to smash all there equipment up and post it to them. Oh! and because it was a nightmare joining BT. I have 4 sets of stuff. They messed up my order so badly, they kept cancelling it and doing another order so I ended up with 4 sets!

    BT are incompetent idiots.

    I feel much better after that.
  • 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
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Do not go with this company!!!

    Customer service is the worst I've ever seen or dealt with! Every time you speak to someone it's either the wrong information giving or doesn't get logged. Each advisor tells you different things each time you phone and has you believing everything is sorted for you to later find out it isn't. Then they make out your the lier because they haven't taken any record of your call. Even the managers are no help, they don't even call you back when they said they would. The worst company!!!!!! Never will I be using them again!!
  • Reviewer
    Location
    Maldon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Replied to and e/mail an upgrade as it seemed to be offering a speed upgrade.So I payed for a different router.When checking my new router there was no difference .I complained to find out it wasn't the upgrade I expected? The upgrade the e/mail was offering ,no mention of extras, bt was offering was mentioned in original e/mail ??
  • Reviewer
    Location
    lancing
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Utterly appalling service. Took at 18mths contract with BT, the rep on the phone convinced me to take BT TV though not that bothered about. Didnt mentioned that taking this extends broadband contract to 24mths and because I didnt read the small print as assumed it was 18mths as discussed am not signed in for 6mths longer than I thought and broadband offer only ran for 18mths so now paying more. This is an elaborate con and was miss-sold. Never to with BT again
  • Reviewer
    Location
    Stone, Staffs
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I'm getting the impression customer services are hiding/running away from me.
    I've been a loyal customer for years for both telephone and broadband.
    We have just had fibre band trunked to our village and whilst waiting for the endless failed installation dates I decided to review my contract with BT on the promise that I would be able to upgrade to fibre when it eventually came. It came in November and BT have just slashed the cost accross the Internet. Nowhere does the advert state "excludes existing customers" the usual BT con. When you attempt to order it (on line only) you are asked to enter your land line etc when suddenly the price jumps from £10 to £24. I called BT sales who tried but couldn't explain either.
    BT like so many other companies who don't want to contacted make it so difficult for people to email them by putting dreams and reams of smokescreen and diversive links to divert us away from the "email us" links. They lodged a complaint on my behalf and said I would get a follow up call. I've heard nothing. BT provide an appalling customer loyalty programme when it comes to upgrades and renewing contracts. Where are you? Why are you hiding and avoiding me?
    When are you going to start treating customer retention as a priority rather than taking advantage of the hassle of migrating to their competitors?
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    Speed is often around 31 can get 40 in the middle of the night. It is now 6.30 am and speed is 24. What happened to the advertised 52? Speeds have got slower through out 18 contract. Very close to exchange and junction box. They keep putting up the price so while I contracted for about £18 it is now £26 I think this is a travesty on an 18 month contract. I cannot get out of it, but they keep increasing the price. FON good. Customer service appalling. Cut off my internet all together when switching to Fibre. Took me many hours of chats and phone calls one of which they charged me £26, Getting past their voice activated switch board is a nightmare. You have to hold the line and make no noise and it reverts to a key pad operation, But do not even breathe, Talking to India mostly incomprehensible. Chat understandable but they have no authority to do anything, I hate BT with a vengeance after 45 years as a customer the last 18 months have been a nightmare. Their India operatives have no knowledge of basic uk commercial law, They have been overcharging me for 18 months. Fon and BTwifi when out is excellent.
  • Reviewer
    Location
    Silverstone
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    This company is shocking I moved into my new home and gave 2 weeks notice to BT that I was moving. I spoke to home move team who explained I will be getting my hub posted and a engineer was booked also, I was happy with that set up.

    On the day of the new hub arriving I rang to find out what time they were turning up. This is where the problems started. I was calling the customers services team they did not recognise i had moved and could not find the information regarding any engineers or Wi-Fi hub being sent then they cut me off.

    I rang again and that person also said the same thing. I called up a 3rd time and they found my details without any problems? I was then told I would have to wait, 3 more weeks with no phone, WiFi or TV.

    I made a complaint 1 week ago but have heard nothing back from them. They are the worse company I have dealt with, they lie and tell you stuff that is not true. The funny thing I have texts and email confirming it all.

    I have no choice but to use these jokers I will be emailing the onbusman, and telling everyone because they want to ignore me.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have been with BT for a number of years, since I moved out, and have always had broadband with BT. We are now moving house so we had to cancel for the short term as we are moving back to my parents. Because of the covid-19 outbreak everything has been put on hold. Having only beenndisconnecred for 1 week I called BT to ask if we could temporarily re connect, taking into account the current situation. They said there was no way they could do that and all I could do was sign up for a 24 month contract. I would have thought they could help out loyal customers but obviously not. I wont ever be using BT again.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Had 12 months of serious broadband issues, now have issues with a mobile service too.

    Let me explain - I noticed broadband connection issues, called out their Openreach guys, fixed it so no problems right? - Wrong! lost connection 3 times more, engineer sent out, he hooked up terminal to my line box which displayed a different number, so he went out to check, returned to say my private line was unplugged (stolen) obviously previous engineers working etc - then told there's ample space for new lines etc - then fixed issue and made report back to BT. BT sent the standard email eg: case closed, then line got hijacked again - altogether lost about 2 months internet time, which after months of phone conversations was eventually credited to my account.

    Took out a 2nd service - a mobile phone contract approx £372 pa for I Phone SE (6 year old phone!!), which was a 'recommendation' from 'Sales Dept' - sounded ok, biggest mistake I made -- phone battery issues galore, to a point where phone battery depleted from 8 hours a day (only switched on, and no other usage) to a mere 3 hours after a full recharge!

    BT wouldn't take responsibility, tech support was refused, so got passed to Apple instead. Problem was the battery, Apple sent just a refurbished replacement model, not brand new or a newer model offered.

    Moving on 7 months later - they double billed me due to 'automated billing system error' - which messed my finances up for 3 months, BT tried to stick me with an engineer call out fee of £180 - based on their customer service suggestion and insisted a broadband check be done at my end to help solve the slow speed issue.

    Fault was found to be BT's and not damage to my equipment etc - so another credit made to my account - I should think so.....

    Forward a few months and I paid my mobile bill by credit slip at my bank. BT sends me a reminder to restrict my service etc, I explained it was paid 20 days earlier, assured my service was restored, but I owed them £55 for 'other mobile services' which they couldn't explain what these extra's were - actually illegal as all charges must be billed in detail which this wasn't - I questioned this, requested in-depth details and promised to pay once proper itemised bill is forwarded - but none came, yet their still trying to bill me for a non existent extra that I know I never requested as my bill is just for the phone and is one charge only for unlimited calls. so nothing else to pay.

    They then sent me a further reminder, threatening account termination, along with debt collection action and that I would be stuck with extra fees for non-payment etc - a very aggressive letter indeed. If only they checked their bank account to see the bank transfer, hmmmm. So got proof of payment from my bank, agent reconnected my service, but few days later - BT disconnected me again for reasons unknown.

    Don't get me started on the nightmare call transfer system they force on their customers, or the rude agents intent on blasting policy instead of active listening skills that should be employed to understand the mere basic of info needed to sort an issue.
  • Reviewer
    Location
    Crewe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I don't leave reviews as a rule but have had enough of this terrible service,My broadband drops at least once a day(today it 's dropped 8 times)Customer service always want to send out an engineer when they have already done it (don't they know people can't keep having time off work)and found the problem is not in the house.BT did offer to compensate me for 2 days without internet .They offered a grand sum of 13p!!!All I can say is I'm going back to PlusNet ASAP
  • Reviewer
    Location
    Essex
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Having been with BT twice over two separate 12 month periods, I have to say the company as a whole is TERRIBLE.
    I have no idea how the staff pay structure works but I am going to guess that they get a financial incentive to extend or sign up customers to longer contracts.

    My first experience was that I had ordered broadband, and having not received my hub on the date given, I called up and asked.
    Only then to find two boxes arrived. I called up and spoke to an Indian call centre to find he has signed me up for a new contract.
    This happens 4 times over a 6 week period. I had 4 running contracts running at the same time and was a huge ache to then revert back to my original sign up date, as all they wanted to do was start my contract date from the last one they had wrongly issued me.
    On my most recent experience, having signed up for a 12 month contract, I had problems with my speeds and called them after a week. They said they will give me the faster service (for £x extra) which I agreed to. That was pretty much it.
    When it come to cancel my 12 month contract, I was informed that I had agreed to sign up for an 18 month contract when my speed was increased.
    Something not mentioned once.

    There is no integrity in the staff whom represent this shocking company.

    Speeds are ok but intermittent.
    Customer services is cr4p
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Customer service appalling
    One of the most expensive out there but extremely bad service takes over three weeks just for the engineer to come out and connect
    Once connected always problems
  • Reviewer
    Location
    durkin
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      1 star
    • Reliability
      4 stars
    Comments
    Bt should spend some of their millions doing up all their network to fibre optic, as we find out in local areas like easterhouse barlanark springburn carntyne they dont get the promised 8meg broadband we get 2 if we are very lucky last night mine dropped again to under 1 meg which is appaling as i pay the same price that other people do who get 8mb and above.

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.