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 11646 customer ratings since 2019-07-10 (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.

2971 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Silverstone BT  
Not even worth one star absolute disgrace set dates for activation no engineer comes they continually have messed order up cancelled and re ordered apparently that’s their process for me has happened four times in a month and with that comes another arrival of new equipment and their bill. I have been left lots of equipment I can’t use and been without broad band service for over a month just received another delay confirmed today . if u wise avoid bt and go elsewere
Northern iteland BT  
Absolutely shocking, would not recommend to anyone, waited nearly a month for connection still waiting, was told if I cancel and go to another provider that everyone goes through open reach and I would start all over again and would end up waiting longer, guess what a week after that get a call from bt saying they have cancelled my order by mistake and guess what got to start again, wished I'd gone elsewhere, it's more like customer we don't care.
Shavington Crewe BT  
Terrible customer service. Needed to switch to a new account after other flatmate moved out but we were already using BT. They had no problem turning off our broadband but haven't set up a new connection. Get fobbed off every time I call with no one taking action or accountability to see our problem to resolution. I have to call every time and explain the problem and then get connected through to a different person where I have to explain again. Would never have gone with them if I had read the reviews first.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
This is a terrible service. Slow speed, dropouts, OMG this is so bad.
Do not sign up with these guys.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
DORSET BT  
Worst experience of my whole business career. I don’t want to go into deatil as I simply don’t want to waste anymore time. Ended up costing my company thousands. Find another supplier for business phone and broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayr BT  
Absolutely disgusted with BT! Have cancelled service within 14day cooling off period because they have failed to instal my new phone line and broadband on 2 occasions and failed to send engineer despite promising a visit todaySpent hours and talked to many agents on phone to no avail so have cancelled the service.BT are utter rubbish and I advise you to avoid them like the plague!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Croydon BT  
Fixed price contract is very expensive compared to current deals Nil response from customer service
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
cuffley BT  
Ridiculous WiFi, slow speeds paying for 50 barely getting 10mb/s , poor connection issues, says it’s connected but no internet , download speeds are better in potato than their hubs and you’d get better customer service from a lamppost than one of their staff keeping you on hold through till your mid 20’s
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Smith BT  
horrible customer service. kept me at home all day just to inform me that the engineer has postponed the visit to tomorrow on his own! while the system still gave today's date and sent confirmations on the arrival of the engineer. customer service has no idea and just apologizes. worst provider ever. don't even think of trusting BT. they will screw you over their monopoly position over and over.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london BT  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Yorkshire BT  
I bought a broadband in London from BT in order to get some wifi. It took me more than two months, and 6 engineer visits, wich 4 never showed up. I still don't have wifi by this time, and when you cal service, they'll find excuses for all of this, by saying that it's not their fault, when it is.
You will be also the one in charge of pushing them to work, will need to call them every day for over a month period of time asking them info about all of this.
DO NOT get bt, if you don't want to spend a lot of useless time to useless service.
London BT  
The worst provider I've ever been with. The connection always goes down, is ridiculously slower than what I was told I would get when it does work, and they were 2 weeks late installing it. Couldn't hate a company more!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Carlisle BT  
I have been a bt customer for 3 years, my contract is for 42mb/sec I get about 4mb/sec tops! @£29pcm if your a day late in paying which happens to me a lot as I'm on benifets you get disconnected which includes a charge of £12.99! 5his months bill was £41.98, I spoke 5o a lovely woman in India who was quite helpfull but not overly so. BT is a terrible broadband provider when it comes to the money grabing scheme, as for the actual broadband its slow at best depending on the server your connected to, for example if your watching the YouTube it's slow to the point that 6our video will start and stick to a very low quality like 480p until you manually up it to 1080p, general Internet page searching is not fast like pre 1mb speeds however if connecting to a Microsoft server for xbox I get a good deal 40 odd mb/sec which is great. You can have all this for a mer 29 quid per month. I will not be updating my contract this time and can not recommend at all.
  • Customer Service
    2 stars
  • Reliability
    2 stars
UK Swindon BT  
BT has the worse customer service iv ever dealt with, i was happy till i moved in february 2018 and i was a fibre customer, they put me on slow internet speed and didn't tell me and made me a new contract which i couldn't get out of at the time, when they claimed to put me on fibre my download speeds dropped more than the slow speed one i was getting, so after months with poor customer service and arguing i told them where to go with there broadband, i was also a mobile customer and with out my say so they claimed i said yes to cancel my mobile deals so when i was cut off i called them for 3 days trying to get the pac code so i can keep my number, cause the sims where cut off they can not generate a pac code, they may speak english but they dont understand english, i will never use them again, and i advice anyone else to go else where and save yourself the agro.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent BT  
In the last 6 months the broadband service we receive has been unreliable ranging from 2Mbps - 6Mbps. For a week we did actually get speeds of around 15Mbps, so it is really hard to understand why the service is so very poor for the majority of the time. I'm switching from BT as my Demon Internet is much more reliable.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
East Anglia BT  
I won’t bore you with the story. However take the advice and do join another provider. Even though BT are a very large company they are clearly going through some serious money issues. The service is shocking and never worked properly. They will over charge you and make it near impossible for you to get your money back. Don’t be suckered in by the introductory offer, you will be better off paying more else where and the price being fixed however still receiving good full working service. BT customer service is pathetic. Again they have cut costs with over seas call centres reducing the customer service levels.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds BT  
I've put one star because there is no option for 0.
I am a new BT customer and have been plagued with lack of service, poor customer care and incorrect billing. The time spent trying to sort this out has cost me far more than any prospective savings from lower bills for the 18 month contract period and I wish I never switched.
It took BT over a month to connect me from the first visit.In that time BT closed tickets telling me the problem was solved yet I did not have the service I was being charged for. Just as I finally get sent an engineer that knew what he was doing and does connect me, I am incorrectly charged £130 for the engineer visit. This fee is only meant to apply where the fault is with the customer (either on their property or with their equipment). This was not the case with me and I was told by the engineer that the fault was further down the line.
I do not like the way BT assume the customer is in the wrong at every step of the way. I am complaining to get the matter rectified, but I bet there are many people who do not understand what they are being charged for and just pay the money. This has been a terrible customer journey. I do not only NOT RECOMMEND, I would actively say GO ANYWHERE ELSE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newmarket BT  
Multiple week delays on installation leaving me without internet for a period despite having left a generous overlap with my previous provider (Hyperoptic). Thankfully hyperoptic were able to extend my previous package without issue to cover this. My new BT internet cuts out on a regular basis. Speeds slower than previous provider. Signed up in April, 2 months later they raised my package price by 15%. Apparently I missed a letter and have now cannot dispute this. Customer service unhelpful, generally unable to answer simple questions. Very unimpressed, service with other providers has been far better.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Manchester BT  
Absolutly disgusted with bt I'm a new broadband customer and my service was supposed to have been activated last Tuesday today a week later still no broadband.After numerous heated conversations and a visit from an engineer I still have no broadband.I have now been told another engineer will be out on Monday..Nobody seems to know what they are doing it's a wonder they have any customers if this is how they treat a new one . I will be cancelling my contract that hasn't even started. You have been warned
  • Satisfaction
    1 star
Bournemouth BT  
I have no other option but to get in touch with of ofcom, BT should not be allowed to carry on like this, endless phone calls to bt on my mobile I might add as My landline stopped working broadband works when it feels like it, a month later and open reach has to dig the road up which will be another week. I made a complaint and bt closed it with out even asking, they are a complete shambles!!!
Cresselly BT  
Shocking service, router broke Monday and still waiting for a replacement Thursday. Probably have to switch to Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Buckinghamshire BT  
My advice is to find a different supplier BT is awful & their costomer service is even worse
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
scotland BT  
Speed is to low for consistent performance
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Newport BT  
Been with bt for 7 years since fibre was available in my area, I’ve got the fibre 2 package which the speeds were up until couple of weeks ago at near max 67mb, then after noticing speed was down to 45mb so I got in touch with them was told by a guy from bt that he sees the problem bangs on his keyboard for couple of mins then says give it 48 hours and it should be back to how it was, 48 hours later still the same so I get back in touch with them another guy goes through the same dummy steps and says that he’s put it on record and they will look into it, week later still the same so ring them again and explain it woman says it could be the hub so she will send one out could take 3 days to come, 3 days later no hub so get in touch with them again have to go through all the problems again with them even tho it was supposed to be on record so I wouldn’t have to explain! Anyway woman from bt says there is nothing down saying a hub was sent out and she is processing it now to get one out asap so couple days later hub arrives set it up try speed tests and it’s the same, so ring bt back up fella tells me that my speed is just over the minimum 46mb that was agreed with the contract, I try telling him that for all these years it was at max so we got the more expensive fibre 2 package now over time it’s gone down to a speed where a cheaper package would of right for us, But I hate the fact that over these years the internet price has gone up but the speed has gone down, he blamed my neighbors or closer to the exchange etc even Openreach were to blame!! Owned by bt I may add, anyway we agreed to it in contract so it’s tough poo!? Shocking company avoid peeps.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wrexham BT  
BT broadband is terrible. My phone works faster on 4G. Keep well away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bournemouth BT  
You will spend just as much time bwing without internet as you will with internet. Every other month you will have a full 2-3 weeks of constant disconnections which wont allow you to get anything done.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bedfordshire BT  
Very poor. Unreliable more time spent trying to get reconnected. Do not bother
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Easy to renew contract for phone and broadband. Broadband speed quoted as minimum of 53 mbps but getting only 30. Router log shows internet connection dropping out betweeb 20 and 40 times per day, generally during busy periods. Definitely not getting value for £55 per month. Telephone on same line having no problem.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Hook, Hampshire BT  
On my Dads death I took over the BT broadband account only to discover BT were ripping him off over £80 for the basic broadband service. I relayed my utter contempt and disgust and camcelled the service. Do not use BT or deal with this company is my recommendation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Chiswick BT  
After ordering bt broadband as i was trying to move from virgin i realised the broadband was no good as i need a fixed ip address and that bt provided revolving ip addresses.

I used the broadband 2-3 times just to set it up but as didn't start using it until 2 days after the 14 day cancellation they said i owe them around £400 to cancel.

Absolutely ridiculous amount of money for a service i only used to set it up. now they have passed the debt to a collection agency and added 25% so it is now £565.66.

i told them numerous times on the phone the service was unusable to me because the ip address was not static. if they had made this clear upfront i would never have ordered but doing so would probably mean less customers so the details were hidden away.

I sent all the equipment back with 7 days but they then added an equipment charge on top. I used the broadband to set up 1 pc and never used the phone line at all.

how can such a company that prides itself on being a family operator be such an aggressive, venal predator?

At some point there will be a debt collector at my door to take my possessions. all because i went 2 days over the 14 days because it was not straight-forward to switch from virgin to bt as i run a home office.

THIS COMPANY IS A DISGRACE!!!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newport BT  
Terrible broadband service. Does not work very well, should have checked the small print.... apparently :-(
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weymouth BT  
Extremely poor signal. Keeps going in and out. Shockingly bad!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Grimsby BT  
Internet and phone including, for my own experience is just totally wasting of money, I regretted make the contract start at £31 and after got into £34. Don’t make contracts or deals with bt, customers services just crap and unprofessionals , unproductive. The services they provide not value and I’m sure you can find cheaper and better . They are very manipulative without having a clear payment at the end of the monthly also they don’t informed you about the prices going up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
London BT  
Continually bad broadband service. BT told me that there are too many people connecting to the broadband service in the local area at the same time! Apparently this is not their problem! Awful people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weymouth BT  
Absolutely terrible.

Ordered BT package on the 18th September, chased multiple times to confirm appointments as they had missed two visits. Had phone confirmation, email confirmation and yet they still don't turn up. Now being told 2nd November at the earliest. Still no service then after 6 weeks of ordering. Would not recommend BT to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton BT  
Well what can i say you see the all reviews 1 star to much for this company i sell my shop transfer the new owner they still wants £800 termination fee no fare
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon BT  
BT is a totally unethical company. They hike the price and send a single email giving you 30 days and the email is not clear that the price is going up and you can cancel the contract without any penalties. You only find out once the direct debit goes through showing the higher price. Price hike is more that 15%. I will not be using BT ever again once my contract runs out early next year. When I extended my contact last December it said renew and your price will not increase, be careful as this is not true because any "general" BT price hike can still be passed on to you, so not worth the paper it is written on. Do not trust BT at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WALSALL BT  
My family has been paying £50 for fibre for the last 6 months. We are getting 50% packet loss and our speed is less than standard broadband. In a futile attempt to ask them to fix it, we had them cut us off on the phone twice and haven’t tried to contact us since. I sent them an email 3 weeks ago with no reply.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Torquay BT  
Hidden charges if you cancel early. called to see how much it would cost to end the contract and they told me £15, the bill came and it was an extra £70 - not trustworthy
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wrightington BT  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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