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 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 11533 customer ratings since 2019-04-03 (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.

2935 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
Absolutely terrible experience, probably the worst company in the history of telecommunications. Very pricey for low quality broadband unless you have a contract with them in which case you can not escaoe from them. I tried cancelling the service after my contract ended and had a horrible experience. The broadband was less than 10 Mbps. I was not able to cancel the service successfully and they continued adding extra fees to my bill for late payment even though I made it clear I will be cancelling my account. On top of that I had to wait for over 30 minutes in line before I gave up but at the same time I was being charged for a phone call. If I could give 0 stars I would have.
I have honestly never experienced any customer service as deceiving, money-grabbing and horrible in my life.

Please do your research before choosing a broadband supplier. I would hated to see valnurable people getting exploited by BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
Absolutely disgusting customer service. My father died last Wednesday after being in hospital for 7 weeks prior to his death.
Tried to contact BT on Friday to cancel the contract but unable to get through. Today, I managed to fet through, however cancellation will only take affect from today...not when he died.
Just a money grabbing, inferior broadband company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
STAFFORD BT  
Terrible broadband slow issues with internet at times sometimes wifi is slower than other days wifi router restarts on its own and take long to reset itself you pay for a service and don't receive the speed you of for still slow nd not a difference when buying a different pack
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Streathm BT  
TERRIBLE service. Penalised for being loyal- still paying £45/month when they are offering the same service far cheaper (£20/month). Do they not have a duty of care to inform you of better packages? PLUS I was getting 2-3mB not the 30mb minimum... compensation of £20 IF I signed up to a new contract! Absolutely appalling.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
winchester BT  
Had BT for 2 months now, had several issues, slow speed was the first. Guaranteed minimum speed of 32Mbps, any time i run a test with nothing else connected but my laptop, i'm lucky to get anything above 22Mbps. Phoned BT, customer support was good and attentive, they identified a fault, the BT engineer came out, and was receiving above 30Mbps. Four weeks later, it keeps dropping out, reported again, there is another fault with the line, speed is slow again. Waiting on it to be 'fixed'. Not holding my breath that it will stay fixed.
Also you should note, that with my previous broadband provider, the router where it was placed offered a solid wi-fi signal throughout the house. With the BT router, in the same location, the wi-fi signal is very patchy. This can only be on purpose to encourage you to spend additional on their wi-fi extender at £100 each.
I will be considering my options over the course of the next couple of months.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    1 star
Kilwinning BT  
If I could rate 0 stars I would.
This is the first time I've EVER wrote a review about internet providers..
BT is horrible from the service itself, to the support "they offer."
*AT LEAST* twice a night, my router will turn off/disconnect broadband randomly during movies, games, etc.
There are no reports of outage or weather problems. Just an awesome added benefit you purchase along with your package.
Aside from when the actual service deciding to work on it's own will, you will not get what you pay for. Speeds are fairly reduced from the actual amount (and package you believed to have had) to pay.

To sum up this review, save your time. Save your money. Save your countless frustrations. Find a different more reliable service before you're stuck like me!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Thetford BT  
Bt is a joke, not funny.
Very bad internet company.. they take more than two weeks to send an engineer to install the broadband, then he doesn’t show up and they give you another two weeks to wait.. Awful customers service, they don’t know how to deal with problems and people. I wouldn’t suggest it to anyone. I’m using it only because if I don’t I have to pay a year contract anyway, but it’s taking almost half a year to get my broadband working so... choose something else, anything.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Paying for fast speed get just 12.5mb its appalling,and you cannot speak to a person to get resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton BT  
Shocking service, kept on hold for half an hour each time to then be told there’s a fault and your internet will be turned on no later than midnight tonight. Check the internet the next morning, still no internet and repeat this process every day for a week! And guess what, still no internet and still left on hold for half an hour when you call!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey BT  
Awful - don’t go with this awful company! They do nothing but lie, cheat and make up excuses. Do not give them your time or money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk BT  
The worst customer service i have ever experienced.
They can change your plan without telling you. They renew your plan without telling you. Then they tell you your "discount" runs out then extends your contract past this point and then double your prices.
The manager that we spoke to was argumentative, withholding information and rude.
Ill never use BT Again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire BT  
Just had my final bill come in. I have been a customer of bt for the last five years and never missed an expensive monthly payment. My final bill is a criminal £307 that is literally just my cancellation fee! Won't ever be using BT again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Grange over sands BT  
The most horrific broadband service I have ever known. If you’re reading this then please don’t frustrate yourself further by joining BT broadband. It never works especially on weekends when it’s required the most. I have made the biggest mistake by joining them. They have also been overcharging me every month and when I complained nothing happened. I’m being charged £4-5 every month on my bill even though I’m on a fixed contract. When I rang up to enquire they told me we have increased it while I was in a contract fixed at the outset ??? Here’s the thing it NEVER works
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow BT  
I have been with this supplier B.T. over 10 years but now disappointed with the cost.
They did warn me of contract ending but now on expensive standing one.
The speed and reliable service is good but now considering a change due to cost and will do so if not reduced to a common cost of other providers in this area.
The only concern I have is the loss of service by doing so.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Frome BT  
Absolutely horrible. Always disconnecting
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
London BT  
I am pretty sure that some of the less favourable reviews are concocted by other broadband companies to put you off using BT. Maybe I am one of tjhe ucky ones, but in all honesty I have had excellent servic e from BT. The only time I had to have an engineer in, was because of my own stupidity when making connection between the PC and router. I have found over the last seven years that the broaDBAnd has NEVER failed, that the speed is most satisfactory and the price is admittedly high, but it's the old story- you get what you pay for.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Solihull BT  
Very flaky broadband, difficult to report due to lack of customer service. Phone line does work sometimes! Would not recommend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lancashire BT  
Is there a worse company than BT? I placed an order and had confirmation of it two weeks ago. It was supposed to be activated today. Having heard nothing I rang them this morning to see what's going on. Apparently the order HASN'T been processed because Openreach think there are two lines into this property. There aren't. They don't know the number of the phantom line and didn't bother to contact me, they just did nothing. Absolutely lousy service. I'm thinking I've dodged a bullet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk BT  
Really stay well clear of BT completely the worst company to deal with . I have been informed that Sky are more customer friendly , BT staff do not care completely unfair have had issues since 13th December 2019
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newmarket BT  
Worst company ever. They were charging me £45 a month for a 10 Mbps connection. I was asked to make a 24 month contract to reduce the price to £25.99. They had no problem with me not being the account holder (my partner is). As soon as I asked to cancel the account to altogether and get a refund for the last months unreliable and expensive WiFi they said they can’t talk to me because I’m not the account holder. What a joke. There are definitely better companies out there. Do your own research
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Manchester BT  
I spoke to a guy called Lewis, From Newcastle, he helped me when I was moving my broadband. I've had some good customer service before but he's definitely up there at the top! Incredibly helpful. I know sometimes I'm a little useless and he was so patient, reassuring and explained things very well. Also amazing personality, it was like talking to an old friend. I really hope this finds him because everyone needs to be recognised! Straight out brilliant man (if you do read this Lewis, I got some savage girlfriend points! Flowers and everything! Sad right! Haha) thanks again!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Portsmouth BT  
Absolutely trash, crap upload speeds, crap download speeds, constantly disconnects and not to mention customer service is as about as useful as a chocolate teapot. Avoid BT like the plague not worth the money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield BT  
I've had issues with their broadband almost from day 1: speed, reliability, dropping out, buffering.... Speaking with customer services is soul-destroying. They are rude, unhelpful and will not accept responsibility. Avoid avoid avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Vale of Glamorgan BT  
Cant even open a web page even when no one else is using the internet, rarely is useable
BT  
I do not actually have BT wifi myself but I am a private live I carer and any client I have gone to that has had BT wifi there is always issues with the speed and reliability of their wifi. I think I have had more than 10 clients with BT and every single one has been such a hassle that I just use my phone data. Stay clear of BT as they are useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent BT  
Sold superfast upgrade. Once signed up BT had failed to check if they could provide service. Now waiting for upgrade of line and points. No date given for completion. Sharp selling and poor service. Do not hold your breath.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk BT  
Just a quickish compliment. Recently swapped back to BT from EE. EE was very good but in researching to get my bill down, I found that EE were about to cease their replay TV box which I used a lot. The EE call package was better and their TV box, I found better than Youview. Nonetheless I got a slightly better monthly price with which the new installation included fibre to the door and hub plus the 'complete wi-fi' disc package. The whole kit send, hook up and installation (about £39) was all trouble free and on time. I got near max (38MB/sec) speeds almost immediately. The first install only had one disc but I had a few weak spots and phoned up to get the other two they allow (they sent one at a time but that was fine, it gave me a chance to trial two only). I still had a bit of an issue in two spots in the house with two discs (three floors and a lot of metal) but now with three discs I have 36-38 everywhere including in a shed that's about 12 feet from the house (wi-fi signal has to punch through walls and windows plus wood of shed). All in all I have to say I'm very impressed.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Kent BT  
We carried out a community funded project on our estate for over 400 residents to receive FTTP capabilities. We worked alongside BT, being made multiple false promises by their marketing team. As soon as the connections went live, they ceased all communication with us, and when customers had to complain about service, they were not interested at all. Worst display of customer service and lies from a large company I have seen for a long time. Zen is definitely now our preferred supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Newcastle upon Tyne BT  
I have had BT broadband for the past 5 years at my current address and am paying £52 a month for super fast broadband 1 which is far too much. Went on the BT website and found that new customers can get the same service for £29.99 and then £37.99 after 24 months. I phoned them up to 're-negotiate' a new contract and was told that was what was agreed when I took it out so they can't give me a better deal. I told them I will leave if that's the case so she 'spoke to her manager' and said they could give it me it for £45.99 a month - still £8 a month more than a new customer once out of contract.
I've signed up for this price as I've never had a problem with the speed/reliabilty etc and looking at reviews for other providers they all seem worse than BT (unable to get Virgin in my area.)
It is disgraceful that a loyal customer should have to pay more than a new customer though.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cartmel BT  
Ordered on the 2nd December, engineer turned up 16th December then never heard anything back until I chased new year. They missed 4 appointments in a row, explained situation and why was important to be done by a certain date.. still not kept to date so was forced to cancel order. If that was the start of a new customer I was fearful what would happen if I had an actual issue. not pleased
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex BT  
Being fobbed off completely how rubish is this company

My partner have got them for broadband broad band was fine for a few months then they started cutting us off before the bill was due to be paid then after we paid it on the day it was due the broadband started to go funny my partner rang them up and they said that it's because it's under the stair case and because my partner has a ps4 on the wifi and some phones on the wifi which is exactly the same as when we started off so the sent a wifi booster so we can hard wire the ps4 which by the way seems a bit weird in how its set up we set it up and ps4 doesn't work hard wired plus the box then turns amber and doesn't budge and then my partner rings up about 7 times and the whole time they keep hanging up on him then we manage to get someone to stay on the line and he's now saying that we have to put everything back to where it originally was as you can't hard wire the ps4 the way we have been told
does anyone in that company know exactly what they are doing at all because to us all it doesn't seem like it which means there shouldn't be a bt company anymore
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Green Hammerton BT  
Had some issues with customer service in the past but picking up the telephone to call someone will get you much better service than live chat. Reliable service and speed. My price went up after 18 months but a quick phone call telling BT I'd found a better offer elsewhere and they brought my price down by more than half price a month. Highly recommend.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southport BT  
Worse decision I've ever made! I thought I was changing for a better supplier but I was complete wrong. Don't be silly as I was and join BT. They're just money takers and you will regret your decision. I have now two internet suppliers as BT never works!
Advice? Go Virgin! Best you can find.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford BT  
SOLD US FIBRE THAT DIDNT EVEN EXIST,CLAIMED WE HAD ACCESS TO IT IN OUR AREA....Without doubt the worst customer service ive ever experienced.Calls and emails completely ignored.My company took case to communications ombudsman and had all 6 issues upheld.You would never in a million years believe a company of this magnitude could get away with level of poor customer service.the sort of experience youd expect if you bought broadband of Del boy and Rodney.AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
boyle BT  
There is direct fibre optic to premises where I live - BT of course (monopoly).
The max speed offered at my address is 350 Mbs / 50 Mbs.
I ordered Super Fibre 2
which is 74 Mbs / 20 Mbs. I achieve 10 Mbs upload and BT says there is nothing they could do about it. This is how they screw customers at address where they have monopoly. I would never join them if I had a chance to choose other provider.
HOW CAN THEY OFFER 50 Mbs upload at the address and they can't provide anything above 10 Mbs?? I will never choose them again!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Glasgow BT  
The most incompetent company I've ever had the displeasure of buying from. After attempting to set up a fibre broadband package at my new home, I was informed on my activation date that the original order wasn't even actually confirmed due to human error. I then attempted to set up my broadband package again. Two weeks later, on my new activation date, I was told that the order had been cancelled moments after I placed it despite the fact that I had not been informed and had made two subsequent calls to check on the order where I was told it was processing. It turns out they had tried to take over my neighbour's line instead of the deactivated line because, for some reason, when confronted by two active lines and one deactivated line, they assume one of the active lines is the one I'm attempting to set up broadband on. I'm currently sitting on my phone being told by a BT rep that they won't be able to honour my original deal now for reasons that can only be summed up as "we don't want to do it anymore", even though the only reason I don't have broadband at the original price is because of their own incompetence. I will never buy a BT product again and any BT rep I see standing on a sidewalk during a rainy day is getting splashed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ely BT  
Appalling lack of clarity when getting broadband installed. I ended up taking days off work to wait at home for engineers that never turned up.

Please I urge anyone reading this to never get BT internet
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Manchester BT  
They allowed a takeover to take place without informing me about it and tried to charge me a cancellation fee. I was then promised priority re-connection which was a blatant lie, I was promised to be reconnected by a specific date which was also a lie. A code of ethics is missing in BT. Trying to charge me for their mistake (proof: text message informing me of the takeover came a day late and the letter was dated a day after my internet was disconnected), lying blatantly to my face, what kind of business practice is that? During the whole process, it took 3 different reps to actually get an apology for what happened, they made absolutely no effort to compensate me in any way for my inconvenience. In fact, Instead things kept getting delayed and I had to argue to get a refund done for the part of the month I paid and didn't use. In conclusion, if you want reliable service, professional and courteous customer service and ethical approach to situations, believe me when I say, BT is none of those. Do yourself a favour and go with literally anyone else. You will save yourself a headache.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh BT  
God awful people and a god awful service. They add hidden charges in to your bill but will never ever tell you what the charges are. When you ask one of the idiots at the help centre they can never, or will not tell you what they relate to. Ask for a full breakdown they will send exactly the same bill you are questioning. Be warned, you will never know what you are paying for. Don’t use this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool BT  
Very disappointed with BT 's customer service and broadband speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Cupar 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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