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 11756 customer ratings since 2019-08-06 (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.

2986 Customer Reviews for BT

  • Showing page 1 of 75, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
Reviewer Location Reviewing Date Ratings
Three months no service this year (2020)
Five days after finally fixing the latest fault BT inform me my line is due to be ‘taken over’ by someone else.
Despite informing BT this is incorrect and being assured the process will be halted...BT end all my services. They then bill me £555.23 for cancelling my contract early!
Empty apologies, unable to reconnect without taking out a new contract and ignored calls.
Now failed to meet a promised call to discuss ‘my complaint’ (!)...

Truly truly awful. Please go elsewhere, this company are beyond self help

PS. I couldn’t give less than one star sadly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Faversham UK BT  
Don't use BT if you live in central Birmingham. The broadband is terrible. I also had several issues with them when I moved apartments. I moved in the same block and they couldn't fix my connection issues. They made me wait 9 months after which I gave up and ended my service


Also they have absolutely awful customer service. You wait a good 20 minutes on the phone only to have no help until you threaten to leave their service. Complete waste of time and money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
I made a change of house I took BT, but they started to charge the rest of the old contract, I called and they said it was incorrect, not to worry, 4 months later, I receive a letter from their company of 475 pounds debt recovery, and I'm still a customer. In addition to being incompetents,they are liars.
  • Speed
    3 stars
  • Reliability
    5 stars
Chippenham BT  
This has been the worst customer service I've ever received not only from a broadband provider but also from any service in any industry!!
Shocking lack of communication and always lying to their customers. Took them 33 days to fix a broadband fault!
  • Speed
    4 stars
  • Reliability
    2 stars
Swindon BT  
Shamobolic customer services, different excuses and story everytime I phone.

Given up trying to work things out, logged issue with Ombudsman.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton BT  
Been with BT for far too many years and we have to keep calling about the same issues :( they can't even get our name and address correct. Diabolical Customer Services and never a person whose first language is british. Want stress free... don't go to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Balmedie BT  
Un reliable broadband service which can only be guaranteed if you pay the extra cost of having a 4g router as a back up when the broadband fails. Usually 3 or 4 calls to 151 to get an engineer to your home who leaves saying there is no fault at the premises and has to investigate at exchange. Not happy with a service that costs a considerable amount more than competitors. I thought by using BT I would get a premium service as they owned the copper and fibre cabling as well as local exchange premises and hardware. Not recommended by me, as an experienced BT customer.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
St Clears BT  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighouse BT  
Unfortunately I'm unable to judge the speed or reliability of the broadband as I've been waiting since February for it to be installed and it's still not done.

Whilst I appreciate that there were obviously issues during lockdown, I had 3 appointments cancelled pr lockdown and have now had a further 3 since things have reopened. If I have the misfortune of having to contact BT, I'm usually kept waiting for about an hour until someone finally answers. 9 out of 10 times the person that I'm speaking with is unable to solve my problem so tells me that someone will phone me back. Nobody ever phones back. Last week I finally grew tired of it all and told the person that I was speaking with to cancel the order, to which they replied that there was nothing to cancel as there was no order in place! You really couldn't make it up.

To anybody who reads this and the other countless negative reviews for BT yet is still considering going with them, please consider using another provider and hopefully save yourself countless hours/days/months of frustration.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Orpington BT  
Quite possibly the most incompetent and shambolic customer service I have ever experienced! 6 phone calls and 12 hours of being on hold and passed about and we have now moved into our new home a month and still no broadband. They are completely useless! Would go elsewhere except we are still on contract. Biggest mistake ever, wish I had stayed with sky and that is saying something.
  • Satisfaction
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Banbridge BT  
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.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
York BT  
I may as well put my monthly bill money and burn it. BT are worthless is almost everything they do and offer. From day one it has been slow and broken without any response. Small print prevents me from taking action and with a completely unusable service I am stuck paying for something that’s terrible. You should be ashamed BT but I’m sure you already know this!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster BT  
Hopeless! I would be embarrassed to be part of an organisation that promises so much yet delivers so little. Unreliable Broadband signal and speed; promised 4 years ago we would definitely get Fibre - and still waiting; engineer comes and everything works for about 48 hours then starts to collapse again; there's always something that's not working as it should. With all the technology available, and given how much we all rely on it, Broadband / phone line should be as reliable as water and electricity .... but it never will be as long as BT have the monopoly. Can't wait for contract to end so we can move somewhere else (even then their antique copper wire will no doubt still trap us).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
Worthless. 1hr wait first time, 1.5hrs seconds time. Promised £50 credit. Never appeared bloody worthless. Got about 5 channels only, not even main channels.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrogate BT  
Really poor customer service. Considering that they are a communications company you would expect a certain level of competence, but they don't seem to be able to communicate with themselves, let alone with their customers. To save you a world of headaches, please steer well clear of this company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wooburn Green BT  
I have been with BT fibre for about 3 years now and to be fair, I don't get many issues.

But damn, when you do have an issue are they shockingly terrible at fixing it! I'll explain the problem I have;

2 weeks ago I woke up to not having an internet or phone connection. After a few phone calls (on my mobile) to BT they sent me an engineer the next day.
The next day arrives and the enginner turns up on time, all well so far. 3 hours later he figures out that my fibre cable had been disconnected from my port in the underground rack, broken in the process and put back into a different port. Basically a contractor stole my connection for someone else.
He then fixed my cable and plugged it in to a new port telling me that BT would need to disconnect my connection on one server and reconnect me on another as I'm now using a different port, which "should take 24 hours".

2 weeks and many...many phone calls later, they should have me disconnected from my old connection by friday the 10th.

So now I am looking at 3 weeks of no phone and internet for them to disconnect a connection and connect a new one. That is actually abysmal customer support and service on their part, for a problem that shouldn't have happened in the first place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cornwall BT  
Stay away!
Horrible experience with BT you get missinformed from day one and then they change your contract and ask you to pay more without telling you.
Also they refuse to let you open a complaint and most of the people you speak to over the phone are racist and rude!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK BT  
Took a new contract out with BT on 28 May for 2 years. On 12 June they cut my broadband off by mistake. Rang on 12 June and told it would be reinstated 14 June and they would send a mini hub to be going on with. As you may of guessed nothing happened on the 14 June nor at any other time until today when I was informed the order had been received by Open Reach was going through and I should be up and running on 29 June - don’t hold your breath. So the previous five phone calls I made to the connections team were a waste of time as I was told a pack of lies by each of the customer services people in Stoke. Absolute waste of time and effort trying to get any sense out of them. Couldn’t care less about their customers. Rating below zero.
Norfolk BT  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London BT  
The internet seems to work when it wants to work. Recently i was having too many sessions where internet just stops working, especially annoying when i wanna play games with boys and the internet just disappears.
Disappointing because there is literally nothing to do during the lockdown.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford BT  
I thought I was the only one until I read the reviews for BT. I am paying £39 PM for their Complete Wifi package. It is the most incomplete service I have ever experienced and they do not care about the customer.
I have had broadband issues every day since 20th May with speeds between 0.9mb and 40mb. Most times it is less than 10mb which kills my Sky Q mini boxes. A total of 5 engineers have been booked but only 1 actually turned up, the rest...who knows because BT certainly didn't know what happened.
I am thinking to cancel my payment and see them in court.
If you decide to go with BT, then you only have yourself to blame, I certainly regret it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rayleigh BT  
Switched from Now TV broadband to BT and supposed to have over 50mb. Can't even use the printer and constantly lags and is buffering. Signal strength says excellent but it isn't and all troubleshooting brings us back to the internet. Never had problems with SKY or now TV. We got BT because it's cheap and it's shockingly bad always have problems. Do not sign up with BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Wiltshire BT  
Our broadband is hopeless. We have been arguing the issues for years with BT - it seems that they find a fix which is acceptable (barely), so we go away, and then a few months later, it all goes wrong again and back to square one. The ratings given would be 4 zeros if that was an option.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hamptworth BT  
Luckily my 18 month contract for 'Superfast' broadband is drawing to a close and I cannot wait to change. It may be Superfast somewhere, but certainly not anywhere near my router. There is a reason that you get 'Free' BT hotspot access with your package; the broadband in your home only works about a 3rd of the time so you'l, spend the other time connected to this hourly service. Oh, plus it isn't free when you compare the p[rice of BT to other providers.
Since pretty much after the line had stabilised I have had connectivity issues that have warranted engineer visits, numerous router replacements and constant resetting of the router and checks of the line. Regarding the router, I have no problem picking up my neighbours WIFI or even BT Fon, but can my devices ever find my own router? Of course not.

Trying to get hold of BT to discuss any issue is also an issue in itself. If you can navigate the web page and actually find their contact details they would far rather fob you off into their 'community' than talk to you in person. The fact that there exists a community of disaffected customers in the first place says it all, really.

Price wise, far, far too expensive for what you receive. Do yourself a massive favour and look elsewhere. I will not make the mistake of utilising BT again.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
South Wales BT  
DO NOT SIGN ANY CONTRACT WITH BT! Sorry for the capital letters but I really cant emphasize this enough. I signed an 18-month contract with BT. The broadband speeds were incredibly slow (less than 1mbps) to the point where I couldn't event open emails. BT were unable to fix the problem but flatly refused to free me from my contract. I consequently had to get my broadband from another provider (Hyperoptic) while continuing to pay BT every month for their useless internet...so two monthly broadband bills! The BT staff are extremely unpleasant too. Since their service is so poor I suspect they are unable to retain customers based on quality, so instead focus on making leaving contracts as difficult and time-consuming as possible. Their website is a perfect example of this. Avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, UK BT  
Everything they do is with the purpose of taking your money off you for a product you aren’t getting and they know they can’t provide. Guaranteed speeds, with £20 back if they don’t meet your minimum, actually means; they don’t monitor your speed at all and the ‘speed test’ app they provide to check it yourself, will tell you your speed is ‘as expected’, when it’s less than a 3rd of what you’re paying for. You’ll get £20 if they can’t fix your speed in 3 months and charge you £50 per month while you wait. Wow, awesome deal BT. I think the misinformation on the speed app is fraud, so I’ve reported them to Ofcom. One final warning before you make the same mistake I did. They make it as difficult as possible to complain. You can only complain by phone and each time you ring, it’s like it’s the 1st call you’ve made. I’m waiting for a manager to call me back. I’ve no confidence at all that they ever will. Apparently the call back was ‘guaranteed’ to be within 2 hours. I’ve since called back and been told I’m in a long queue and they can’t give me any idea when I’ll get the call. I feel like they’re stealing from me and I’m contractually obliged to accept it. THIS IS A TRULY DISGUSTING COMPANY. I’ve actually registered on Twitter with the sole purpose of warning off as many people as possible. Think I’ll start with #boycottBT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sunderland BT  
When it works (90% of the time) it's brilliant. When it does not, then customer support is a nightmare - press this, press that, hold ................ AND it's not cheap !
Had to apply for the credit twice when BT Sport went off line due to COVID-19.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
RBWM BT  
Terrible company.
Had an issue with my broadband which took over a month for BT to fix. Made a complaint and was promised on 7 occasions that a case manager would contact me... None of which were fulfilled. 3 months of chasing them and they eventually came up with a compensation offer far lower than what thier advisors had assured me I would receive for the time with poor Internet connection.
Very little care for thier customers, often increasing monthly fees mid contract
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Warwick BT  
Absolutely useless company, been with bt for years but not anymore, I phoned to report my broadband kept dropping out and was below 1mb, Was told i needed the full fibre package and that would sort it out, Nothing changed only the size of the bill considerably increased, Since then they have come every few weeks to try and sort it including digging a trench through my lawn, All of which made no difference, All the engineers admit i am paying to much for a low service, But when you call the customer service department they seem to think the service is okay, No other provider can give me any better connection but they are a lot cheaper, So much for customer loyalty.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
wymondham norfolk BT  
BT should be avoid at any cost from any one. Probably because the COV19 make them loose money they drop to less than 1GB my connection for the las tree weeks. I phone on BT so the man on the other side of the line say that :tomorrow morning we will send a technician" and bla bla and then he change his mind and say we will send a technician in 11 days. Pedants, arrogants?? Avoid BT. That company make a realy bad name to Britain and they should be force to use a different name like "The queens of the faults and the twenty arrogants".
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Haslemere BT  
It is unbelievably slow, inconsistent and if you don't reset the router every 12 hours it doesn't work at all I have never been able to play my games without experiencing lag. Customer service is very poor sending you to someone who tells you to do what you've already tried and know doesn't work. Fix your connection problems,it isn't difficult
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Scotland BT  
I have infinity two with unlimited calls. Great speeds. Only had a problem once which was due to a day when we had constant power cuts. Person on the phone was great and all it needed was a reset. My only complaint is the price at £71 a month while other providers are a lot cheaper. I have looked at their reviews and they are much the same as the bad reviews here and a lot of the complaints are about speeds dropping. Do I take a chance and go for the cheaper provider that’s y dilemma.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Isle of Barra BT  
Abysmal. Over the three years I've been stuck with this cowboy outfit I have been plagued with problems. Slow speeds, constant disconnections, price rises mid-contract, engineers not bothering to turn up, a thousand and one, carbon-copy answers which solve nothing.

Incentive gifts never turn up, mobile signal is the weakest I have ever experienced, the list goes on.

It even took them a whole year to get my name right on the contract!

I wish Virgin served my area by BT have the monopoly!

Avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BUCKINGHAM BT  
I cannot believe with every effort to pay the bill during this difficult time, you stopped my account even when I paid sat up a direct debit. Just for getting 7.5 plus charges to reopen the account? So horrible
  • Satisfaction
    1 star
Mk BT  
Absolutely disgusted with the service I have received from BT for past year I have had a fault where the Broadband drops intermittently, called them out Engineers are not interested in getting the fault fixed just keep telling me its an internal fault, eventually they tracked the fault to being external and still having big issues they say its fixed week later same issues never interested take days to come out and by this time your business will be finished.

You think I am joking please try BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burton on Trent BT  
Utterly abysmal! Constant disconections, never deliver incentive gifts. Took them a whole year to even get my name right on my account! Prices rise mid-contract, engineers don't turn up, a thousand and one excuses and the poorest service I have ever come across. Moved elsewhere as soon as I could! Disgraceful customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Have been with BT for a long time. Never had any problems. Re ently upgraded to fibre (FREE) and all is excellent.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Solihull BT  
We have a complete package:-
Broadband
Telephone
Two Mobiles
TV
Backup WIFI hub.
Service calls free.
We only have to deal with one contact.
Unlimited Telephone calls.
Unlimited Mobile calls and Data.
Total Price £100/month
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
BOURNE BT  
BT Best speed on a good day will be in the region of 3meg which is pretty poor. Giggerclaer promise the earth at 30mb but are way behind schedule and reviews from their existing customers dont bode well. BT is only option using old copper cable and we are some distance away from their box. On one outage BT said we had internal fault which we had to disprove at a cost to us! Only then did they send out an Open Reach engineer.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Noss Mayo BT  
Disgraceful,never ever reply.
Bt hub the worst piece of trash there is,not happy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leigh BT  

Loading...

  • 2986 reviews, showing page 1 of 75, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9

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.

Broadband.co.uk