BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3.1 stars
  • Customer Service
    3.1 stars
  • Speed
    3 stars
  • Reliability
    3.1 stars

Based on 1355 customer ratings since 2023-04-13 (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.

3,585 Customer Reviews over 90 pages

  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Comments
    The biggest diabolical shambles I've ever experienced in my short 26 years on this planet. I'm not going to dignify them by even giving them a single star. If you are reading this DO NOT SIGN UP WITH THIS COMPANY UNDER ANY CIRCUMSTANCE. I've recently just moved house and decided id purchase a TV package. I'd rung round all the companies and BT offered me the best price. It seemed like a no brainer and I signed up straight away. I was told they'd be a one off fee of £89.99 which I paid instantly not thinking anything of it. Then the women on the phone told me they wouldn't be coming to install this and went onto inform me they couldn't guarantee the delivery date and said it'd actually be £49 a month rather than £46. So at this point I asked to speak to a manager and explained id be reserving my right to cancel with immediate effect. I was then informed they would "trigger a refund" and that id have it within 7 working days. I assumed that was it, that id never have any dealings with this lot again. I've never been more wrong in my life. This is where the shambles and blatant lies really started. After 7 days no money was in my account, I phoned up and after been put on hold for a ridiculously long amount of time (this would become a very recurring theme). I was then informed it was actually "within 14 working days" and that I would receive my money then. Id also like to add the operator was damn right rude and self-righteous. Then after a further 7 days I looked in my account and shock- horror there was refund in there. I called up again, took ages to get through, got put on hold for ages as normal. This time I was informed "there's been a problem with the system the refund hasn't been triggered" and that id receive my money back within 14 days. After 14 further days I found again no money was in my account. So again I called up and again I explained the situation. This time I was put on hold for even longer and given the usual line of "we'll try and find out whats happened". This time the operator who again couldn't hide the fact she couldn't care less. Informed me that they're were "no details of me on the the system". Id been amazingly patient up until the point, so at this stage I told them in no uncertain terms id been stolen off and lied to. She then somehow managed to find details and gave me the party line of "I've triggered the refund and you'll receive the money within 14 days". It may shock you to know that after 14 days again it hasn't arrived. It's now been well over a month and as you can guess I called up again to find out why. As usual the operator on the phone was rude and asked me "not to be angry" if you can believe it. She then "did some digging", put me on hold for a record of 15 minutes. She then told me "it would be within 10 working days". I said no Im not having this put me onto a manager immediately. She took a further 8 minutes to manage this. He then spoke to me saying he was very sorry etc, that he'd got all the details of previous calls up on screen. That none of them had triggered my refund properly because the account was closed. I explained to him id been lied to on a few occasions and asked why it was just such a problem to pay me now. On the day I signed up, they had no issues removing the money at all. He just kept apologising before eventually saying "he'd send a cheque in the post with a final bill and refund".. Id argued and argued to no avail. I've lost even more money to them in phone bills but I'm not giving up on it. It's caused a huge amount of stress I really don't need in my life at the moment. Since all this I've signed up to virgin media for just a bit more money per month, who installed everything for free with no one - off fees. However I think I can say RIP to my £89.99.
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all point. I'm with BT infinity 2 supposed to get 76 Mb and it is very very slow slower than my old cable ADSL!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have just returned to BT after many happy years with talk talk.. mainly because I wanted a cashback deal and a bt deal. I left BT originally because of the appalling service. My recent experiences tell me nothing has changed. They give dates for installation which they dont keep, the engineers dont know what systems they have to use i.e. They told me that they had no cable in my area and cancelled. The admin team told me they did so they reinstated my order. To cut along story short I have no tv, no broadband and no landline as talk talk have now cancelled and BT cant do anything for anither week. I am 20 days past the original instllation date. Absolutely uselss
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Poor signal strength, only good when in the same room as the hub. Even then the signal strength fluctuates. Rude and abrupt customer service staff calling to ask why I'm switching to another supplier. Won't be returning.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Kerry from South Shields helped me to sort out a difficult problem when switching my 2 BT mobile accounts, saving me from losing my old phone number whilst still getting an excellent deal. I just want to say a huge thank you for her quick thinking to find a solution and her understanding when dealing with the issue. I hope she gets some sort of recognition for her outstanding customer service! :)
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling customer service. I ordered broadband, TV and line rental as a new customer They took £69 from my account and after 3 weeks of lies and broken promises of connection dates, nothing has happened Still tryng to get my £69 back. DO NOT USE!!!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute crap service. BT promise much which their arms length engineering service then admits cannot be delivered. Anyway who can trust any salesman who promises infinity? Any school kid would tell him it is unachievale!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got told our bt box was getting delivered never came the day after an engineer was ment to be coming out never came didn't even get a phone call to let us know rang up again and said they would call us the following day but didn't so we rang them to find that apparently the order has failed twice but every time we rang they kept telling something different!! Absolute joke!!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Very disappointed. Raised our price after a yer from 33 to 54 quid, this is ABSOLUTELY ridiculous. By reading more and more reviews I see that that seems to be the problem with everyone all the time. They value drawing in customers and screwing them over and you better be sure as hell that I am NOT coming back to them ever again. You can catch me at TalkTalk getting higher speed, reliability AND lower prices. We're paying for what exactly with BT? Most of the times I'd have my connection drop, their customer service is NO WHERE TO BE FOUND and they screw you over without even notification, an email maybe like HEY dudes, we're gonna raise your internet price with 21 quid now? Naaaah... who gives a crap about the customers themselves right?
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    having switched from sky to b t i can not return to sky quickly enough The whole experience with B T has been dire broadbad wont connect poor set up by engineer phone line wont work hours and hours on the phone and computer when they did manage to provide a service BAD BAD BAD
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the worst service I have ever experienced After switching from sky we are back with sky with in one month Absolute garbidge BAD BAD BAD BAD no stars is the rating they deserve
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible service, appalling communication , non existent customer service .
    I have been a client for eighteen months and requested an upgrade , it has taken nearly 6 weeks to date , I have made 8 hours of calls , have been on hold for 4 hours, and now have been disconnected with no explanation but have been charged . Please do not subscribe to BT you will regret it
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    fast broadband when working, connection drops out on average 10 times per day usually at most inconvenient times. You can always contact customer service of course if you have a spare hour or so and they will do everything within their power to NOT solve your issues, tell you there could be an extra charge and try sell you other products that you neither want nor need. In my area they are the only provider of superfast broadband meaning for now I haven't much choice but to stick with them but as soon as ANY other company can provide internet I will be changing. I would strongly recommend anyone else over BT.
  • Reviewer
    Location
    Yorks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered BT Infinity and telephone and received an "installation" date of 10 days later. I booked a day off for the engineer as the installation was between 8 and 1pm. The day before I get a text telling me that the date has now changed to a day later! I now took off another day.
    The next day, the day my service was originally going to be installed, I received an email telling me that my phone number was now live and my broadband was going to be installed the following day.
    The next day I sit waiting all morning....The engineer turns up at 1:30pm! Ok ill let him off...
    He tries to install the broadband only to discover that there is no phone line!!! He asked if the engineer had been to install the line...Urm no I thought that you would be doing it.... His reply? He wasn't qualified to work on "copper" wire!!!!!

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

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

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

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

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

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

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

    In summary, we could all probably get better broadband services in the North Pole.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Finally reached end of contract with BT. An expensive mistake made on returning to uk after living away for a decade. Bt tv is woeful. I managed to cancel this after lockdown. They went all through lockdown with no live sports then increased the price as soon as live sport started. The equipment is terrible and their prices continue to rise, I guess in their minds this will compensate for all the people dropping them.
    The customer service is like most. When you can get through to them you talk to someone with no real control but has to take the abuse aimed at the company not them. Getting through is the problem. Be prepared for a 20 to 30 min wait. If you are thinking of signing up with bt, think long and hard and do your research. There are lots of companies out there. They will also try to suppress negative reviews. BT, the service you provide is over priced and substandard. Instead of chasing bad reviews, improve the service you provide and change peoples minds.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Having a really bad time with bt at the moment. My bills were £70 a month never use the house phone was on unlimited wifi also caller Id and answer phone. So asked why bill so much she said I hardly use data so go onto 25gb a month as was only using average of 5gb well said ok so new contract what a surprise after the 14 days I gets email you have reached your data allowance that was 15 days. So i rung they said must be us so the next month first day we were away and amazing we used 11gb no one home but still must be us I have been trying to sort this now since mid September I want to leave but must pay them £350. Disgusting.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was having troulble connecting to the Internet, and my computer showed me a Phone number to contact. This was a recorded message that told me there were no issues in my area so i should log on to an e-mail address!! Then it hung up with me not being able to log on as i had no internet. I eventually contacted BT after a week, and was told there was a computer glitch and my order had been overlooked. I was promised on a number of occassions that i would be contacted (none of which happened), so i had to keep ringing back to be told i would have to wait yet another week for my activation date! As i write this i am stillwaiting to be connected, so i hope when this happens it is a good service...
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband stopped working a week ago, I logged the fault. I booked an engineer who visited a week later (this was the earliest appointment available). The engineer said the fault was the Hub. I have been with BT for a number of years but in the last year I have had to call them out on 4 occasions. I have been paying for a service that I received in the last year only 76% of the time making a cost loss of £156. When I informed BT that the Hub was faulty and could they send a replacement I was inormed "certainly we will bill you £7.95 postage oh and by the way you can have a cheaper package as then you will have signed a new 12 month contract to get the Hub". I responded that this package was the same as a current Sky deal but more expensive and also why would I want another 12 months of paying for a service that I was not getting? This was met with silience and needless to say I have taken the Sky deal. I am tired and frustrated with Bollywood Telecom's call service and being fobbed off with excuses. What BT should be doing is rewarding loyal customers and not penalising them. Unfortunately I have to give them 1 star to publish this review, I do wish review boards would work on a minus system.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Comments
    BT is an utter disgrace. I left them after 2 years of truly awful service and total indifference from their staff.
  • Reviewer
    Location
    Ystrad Mynach
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT are the worst. I have bought extenders, upgraded the hub, splut the signal bought more discs, upgraded the service and still have a terrible broadband signal. It pulses and drops out. Only works next to the main hub to watch a film, slow everywhere else in the house. BT only guarantee a signal everywhere in the home, yes I can see the broadband, but it is too slow to use. Avoid at all cost, read their small print, do not guarantee a useable broadband, only guarantee it to the house.

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.