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
    2.9 stars
  • Reliability
    3.1 stars

Based on 1350 customer ratings since 2023-05-09 (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.

3,590 Customer Reviews over 90 pages

  • Reviewer
    Location
    Bishops Stortford
    Reviewing
    BT
    Date
    Comments
    ABSOLUTE DISGRACE
    My business has used Plusnet for its internet service for the last four years without any issues. Plusnet is closing and they recommend BT, they even transferred our phone call directly to BT. That’s when this nightmare began. We were booked an installation for eight days from our initial call. On the day of instillation a friendly service engineer arrived and began asking where the router was, the new router. I explained that we had only received one box and that contained the phone. He then said he’d “give it a go” without the router and disconnected all existing, working perfectly well, internet capability and said “ looks like it working, give it time to set up”, and he left. The following day nothing worked, no computer connections, scanners, phones, nothing! This is the really important part.. The router was delivered the day after the engineer showed up. Then BT told me that the installation company refused to fix the problem and BT would send someone on Monday. I own an Ultrasound Clinic and I had over thirty clients booked before Monday, this was Friday. BT said there was nothing more they would do. I am writing this from inside the Clinic, I’m sitting here on my day off because BT says the router should arrive sometime today and I should wait. They also said they won’t install it today, Monday, as promised they said sometime tomorrow. What an absolute mess. Stay away from the incompetent company.
  • Reviewer
    Location
    Falmouth
    Reviewing
    BT
    Date
    Comments
    Dreadful wasted an hour on the phone and 25mins online talking. Offered a deal on the phone. went away to think about it. called back that deal doesnt exsist. after a 20min wait they sent to online assistance which were rude and useless they sent me back to the people on the phone which tried sending me back to online assistance. so I'm going to Plusnet. BT = useless
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    BT business i would never recommend this company they are not flexible at all and do not UNDERSTAND if your having probelms no compromise no help no negotiation just disgusting the experience I have had. Try other providers not BT. They just plain black and white I would say whether you can afford or not complete your full term length dont care or want to listen to your probelm. Manager was absolutely disgraceful I found.
  • Reviewer
    Location
    Romford
    Reviewing
    BT
    Date
    Comments
    Ordered bt broadband and tv box about 2weeks ago. The engineer was supposed to show up a week ago. Guess what. Nobody didnt show up. Took a day off work just for that.. nobody didnt contact me about it either. Next day had to call them myself. Apparently it was supposed to be workin till yesterday 12pm. Guess what.. nothing working..
    Absolutely poor service. Sorry but BT deserves 0.1 out of 10. Poor poor poor. If you have a choice, choose some other broadband provider..
    Shame on you bt...
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Worst service provider I have ever had to deal with!!! Slow unreliable broadband. Called to complain several times, eventually after the 4th time calling they reluctantly sent an engineer, inform me the appointment is between 8am and 1pm. Took a day off work, waited and waited and waited. The engineer turns up at 2pm!!!! Unapologetic, he claims he was the appointment was for 2pm!!! WORST COMPANY EVER!!!! AVOID IF YOU CAN. You are kept waiting on the phone for 30 mins plus. WE ARE NOW MOVING OUR BROADBAND ELSEWHERE!
  • Reviewer
    Location
    Castlederg
    Reviewing
    BT
    Date
    Comments
    Hate it. Constantly disconnects, browsing is a nightmare, pictures are blank and videos don't play on Facebook and You Tube. An engineer phoned, was there for ages, nothing resolved. Sometimes no internet at all. Can't get into My BT and the app doesn't work. Fed up. Wish I had stayed with previous provider.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Absolutely rip off. Sold something that I haven't got. I had EE before, just the 50mbps speed and that was a lot better and smoother that the BT150mbps fibre I have just had installed. I can't even watch a video and play a game at the same time. It is utterly pathetic. Don't waste your time with BT - go to EE instead. Oh and its better customer service with EE. I wish I Never changed.
  • Reviewer
    Location
    Hampshire
    Reviewing
    BT
    Date
    Comments
    Such an appalling service from BT.
    I can't rate anything because it is so very bad.
    Insisted on having a home hub except you don't need one.
    Customer service sucks, huge delays and no help.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    It's rubbish and a waste of money. Took a minute to just search and load this site. Virgin media is better by a mile. Like they say, you get what you pay for.
  • Reviewer
    Location
    North-West London
    Reviewing
    BT
    Date
    Comments
    Never in my life have I experienced such poor service from any business I have dealt with. But I now understand why BT is worth billions because they charge you extraordinary rates and offer you a sub-par service (and I haven't been connected to anything yet). First of all I ordered my package on the 17th February, now its 18th March and I still haven't been connected to the internet.At the 27th February a engineer named John came round , he gave me the wrong advice, did nothing and left (his advice wasted a week of my time chasing loose ends regarding the internal wiring within my home, which is work I realised now he should of done). On the 5th March an engineer named Len also came to my home and did absolutely nothing and left. On the 9th March an engineer supposedly was at my property but she/he didn't even bother calling or knocking , she/he just took a picture of my house and left. On the 16th March , finally an engineer did his job properly and wired my home internally. Now all that is left is the external work, an engineer on the 16th March was supposedly meant to come but the person didn't.

    Now please keep in mind between all these dates I am calling BT every single day and wasting my time trying to get an update on how to resolve my issue. There advisers are just as bad if not worse than there engineers, I've been given mixed message and flat out lied to. For example on 16th March 10-11 am I was promised internet by the end of the day by an adviser named Ohm and this is a straight lie to get me to hang up. PLEASE AVOID BT AT ALL COSTS , the only reason I haven't cancelled because me and my family are desperate due to us moving into this property recently. DO NOT CHOOSE BT , STAY AWAY FROM THEM. BT is the first company to make me lose faith in people.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    ABSOLUTELY TERRIBLE is a complement for the most imcopetent and unorgansied company I have ever had the unfortunate chance to deal with.

    Whatever will go wrong, will go wrong, and more. Everything from engineers not turning up (expect at least 3 'appointments' before someone actually turns up) to engineers not being able to fix it to long delays to issues with billing, complaints.

    AVOID AT ALL COSTS - it is not worth the headache or savings which you may make.
  • Reviewer
    Location
    Lynsted Kent
    Reviewing
    BT
    Date
    Comments
    Dreadfully slow speed
    1.78 Mbps at 20:00 18/03/2018
    When, oh when is the speed going to improve
    No stars at all for BT
  • Reviewer
    Location
    Dorking
    Reviewing
    BT
    Date
    Comments
    So 4th of march came and everything went down, internet and broadband. Spoken to BT several times and they keep saying it will be fixed in a few days or a week, almost a month later and what have they done? Nothing, keep getting guesses. For a service we pay for this company is absolutely terribly at resolving issues. Luckily we can cope without a landline as we use our mobiles however what if this is happening to an elderly couple? What if they have an emergency? All I can say is I am already pursuing other options to look at other providers as Bt had said 3 weeks ago that they were fixing the fault.. Until I spoke to someone a few days ago and they disclosed that they 1 have only just found the fault 2 need to get out to see what needs to be repaired and have only just ordered the cable.

    Now you may ask, is it just my property? The answer is No. Aparently it is quite alot of people affected including a school. So well done BT for the urgency in this matter. They seriously need to re-think the customer service and engineering side. If it takes almost a month to resolve an issue like this then where are there priorities as I can assure you by the look of how this problem is being treated it is not there customers who are coming first.

    I suggest if you are looking to join BT, then put them down the bottom of your list and look at Virgin or another provider who will most likely get things done and not make excuses.
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Comments
    Not worth rating bt the customer service is a lie they are not willing to help it's all about the money always check your bill they will charge you for things you have not got they were charging me £75 on top of my bill which when ever I rang them they were calling it a business where as it's a private family owned terrace.
    I am allready Ill and I did not need this rubbish of theirs extra money for nothing.
    With all honesty I do not recommend BT to anyone I have been with them for over 20yrs and they do not respect that all they want is money for free I would only recommend Virgin for good service which I have heard about and the Internet will not cut off..


    BT broadband is not reliable and is slow that's my experience with them.
  • Reviewer
    Location
    New Malden
    Reviewing
    BT
    Date
    Comments
    My Broadband drops out 2-3 times for circa 30 minutes every evening. BT Customer Service is even worse- it is impossible to get through as they are always very busy which I guess in understable. DO NOT USE BT BROADBAND!!
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Comments
    Very poor India customer service. Will not resolve low speed problem as they said minimum guaranteed speed by contract is 256K!!!!
  • Reviewer
    Location
    Higher Davis Farm
    Reviewing
    BT
    Date
    Comments
    Recently moved home, and the only provider for my area was BT for fibre optic broadband, so I went with them. Had to wait 3 weeks until the first engineer was to install the outside box. Almost instantly that was delayed by 3 days. Then to my horror on the 2nd engineer & part 2 of the installation the Open Reach engineer told me that BT subcontracted out to a Kelly's engineer who made a complete hash of the job, which included leaving dangerous splines outside my front door. Almost two weeks on from the 2nd engineer company around, I am still awaiting it to be resolved. I'm having to call them to chase it up, as I keep getting told that someone will call back within a certain time period and no one does, all being one person. I have made countless calls, time, and am still being told that someone will call me in 5 days time with an update. How is it that a company of this size can get away with such terrible service, that should be fined.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Comments
    Zero Stars for customer service. It took 70 minutes to identify that there is an outage which has apparently disabled email. Checking outages, there is no fault in my area. Have moved to Virgin.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Comments
    Unfortunately there is not option to give 0 star so have to give one but it is not deserved. The set up, customer service are a nightmare, and on top of that they randomly overcharge and then take months to reimburse you. Stay away at all cost!
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Comments
    Ever since I got bt,I have been absolutely appalled by the service. Bt promises to give you a quick broadband service without delays or having to wait for thongs to load. I'm affray that bt did the exact opposite. Now it is 'normal for us to spend 10minutes just finding a programme or film to watch, purely because of waiting for everything to load. In the past, we have also experienced (several times) having to wait up to 45 minutes just to get the programme or film to work, this was also with it being bad quality due to the video stopping and starting, the audio not working and an overall unpleasant and frustrating experience when, all we want is a relaxing night in.
    We did get a visit from bt but they did absolutely nothing to help with the problem and just looked at the broadband and left, without giving us a solution, or fixing it since. I also know that other people have experienced this so this has to be sorted out. As a result of this inconvenience, we are now changing the broadband services to a different company and are excited to get a better experience, compared to the frustrating and appalling service that we got from bt.
  • Reviewer
    Location
    Cumbria
    Reviewing
    BT
    Date
    Comments
    Joined bt from sky in august since then it has been regret after regret. I am paying for 37 MBS and am only getting 3 after a fault occurred just after I joined. I have spent the last 7 week trying to get bt to fix the problem. They keep making promises that the problem s will be fixed and keep letting me down. One problem is the line makes calls without our knowledge which I am being billed for,and they say I won't get a refund until all problems are solved.
    In short if you want to throw your money at a bunch of incompetent tossers then bt is for you. Bt are a descrace to the British name
  • Reviewer
    Location
    Swansea
    Reviewing
    BT
    Date
    Comments
    Awful customer service. Foolishly signed up to them after being told I would be able to upgrade for a low price when fibre was available. Now told my unusable slow broadband is what I am stuck with unless I pay a large fee to switch to fiber
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Comments
    I have been with BT broadband for years. I have yet to be satisfied with the service and they have the worst customer service ever known to man. They employ non English speaking customer service operators who can not even get your name right! The broadband is very unreliable and drops out for days at a time. There is never any offer of compensation either.
    My opinion:-
    DO NOT USE BT BROADBAND.
    Simples!
  • Reviewer
    Location
    Essex
    Reviewing
    BT
    Date
    Comments
    Terrible customer service. My broadband hasn't worked for weeks. Contacted but several times and was told I would get a call back but never have. But is the worst don't trust them and don't use their service. My dad ordered a bit box that till this day hasn't arrived. This service is terrible!
  • Reviewer
    Location
    ct10 3ng
    Reviewing
    BT
    Date
    Comments
    Speeds testing download at about 32-36 when working but frequently drops out for several minutes at a time every day. I have an Infinity connection now (copper from green box)but no better than when I had the cheap broadband-it has been dropping out for years. The only testing ever done by BT is on the phone lines with resistance and capacitance testing but they never test the Broadband and then declare it OK and want to charge me for the visit!
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Comments
    From day 1 of changing to BT business in May 2017 to current date. Is by far the worse provider I have EVER encountered. The customer service is incompetent. Rude, and after 12 months I am still having severe issues! Internet not set up on the date I was promised so had to work from cafes for two months. Then when it did work it was slow, kept flashing orange and dropping out. After several incompetent engineers, several different routers, Extremely rude customer service, never had a correct bill yet! Now they charging me incorrect bill for no internet! Complaints trying to fix the problem but apparently they can’t! So I’m left with no internet at all now! I work from home! Due to health reasons and I have lost business, stress levels have increased and I am still with no unlimited fibre which 12 months a go I was promised the best service ever with BT. I am about to lodge a complaint with ombudsman and starting the process to leave BT. I am anticipating nothing but issues even doing that!! I wish I had never gone to them!!! I thought I was getting a better deal with them!! But the experience has been the worse! If you are thinking of changing DONT go to BT! You will regret it and once they have signed you up! You get nothing they have promised! I am taking this further for misrepresentation. They get 0 for every aspect
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    STEAR CLEAR!!!!!!!!!

    If only I had the option of no stars! BT does not stand for British Telecom, more like BRITISH THIEFS!

    This company is a joke guys you are really better off with cheap companies because you will receive a very cheap service for a very high price!

    A rough idea of how bed it is? They keep increasing the prices, started out with a £50 bill and now is a minimum of 80 (price increases in the past 2 years) the service gets worst but the prices go up and there is not much you as a costumer can do! And their costumer service will make you lose your mind because they are, unfortunately, very very very bad at they job!
  • Reviewer
    Location
    Cresselly
    Reviewing
    BT
    Date
    Comments
    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!!!
  • Reviewer
    Location
    wroughton
    Reviewing
    BT
    Date
    Comments
    following an installation by a "telephone Line Engineer"I had no services for 19 days as he had been unskilled and unable to connect to the junction box correctly, like so many more B.T. has left us stressed out as the whole organisation is incompetent with the management hiding in their ivory tower in Durham and seemingly unapproachable,leaving their Indian call centre staff to take all the flak, if you value your sanity and peace of mind you will stay well clear of what is probably the worse business I have dealt with in all my 82 years
  • Reviewer
    Location
    West Hallam
    Reviewing
    BT
    Date
    Comments
    BT, very disappointing. When the Broadband works I'm getting nearly 3 Mb (woohoo) - guess what? It's flaky as hell and drops to 1.4 Mb regularly which takes a really long phone call to India and escalation before (yet again) it's accpeted as an issue at the SP end and they sort it within 24 hours - during this time it drops to 1.4 Mb which doesn't support the BT Vision package (what I'm bloody well paying for!!!). BT - you really need to sort your 'stuff' out - my Mrs is totally against getting Sky but she's coming round to it very quickly....SKY HD, sports...footy...hmmm.... I'm telling you, you're gonna have to sort it out damn quick to keep me as a customer...
  • Reviewer
    Location
    Banbridge
    Reviewing
    BT
    Date
    Comments
    Very poor, wifi constantly going on and off and at night it doesn't work at all. Went from sky to BT and really considering going back to sky.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Just awful. Applied 3 weeks ago and still havent recieved internet. They give a minute's intimation before calling you and they dont pick up if you call after missing one of their's. Just stay away.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    I would like to say this....DO NOT SIGN UP WITH BT, they are nothing but liars always giving conflicting information. Having signed up for a phone a broadband I still do not have access to this after a month of calls and messages. They do not know what they are doing and clearly need to brush up on customer service skills.

    I would suggest you stay as far away from this company as possible!
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    O Stars, I have been around the world on the phone since Friday 22nd January 2016 With a greeting of business hours Monday 9am to Friday 5pm, I have Business BB with no support from any part of BT On Monday I was on to call centres for 3 Hour being passed about , with employees just hanging up, because they can not check out any problems you have, they are not allowed to look up your order, your account, they can not give you an email to write to, can not accept any scanned documents from you showing your order, is this for real. BT is the worse service in the world, (with out prejudice) in my opinion. Its a joke , the saying goes I am trying my best to help you, a statement all the operators use and then finally just I will pass you on to another department, they will help you, and guess what, back in a queue for another 30 minutes, and the same all over again. The call centres can treat the customers any way they like. I t is actually, because they can not help you as the service BT provides is disgustingly atrocious, the call centre personnel really can not do anything to help anyway. , so they just give up and drop the call, How many people have experienced this. What can be done about it , as BT just ignores the state of play the company is in. So So So badly organised and managed. I would not work for a company like that. If the centres where all in Britain, this would not be happening as the Managers would have it running better. The mistakes just keep going on and on, just a monster of the worst communication provider in the world. They can not sort problems out, they would not know where to begin. Our problems are on going and after the initial order was signed we are still waiting for the full order with phone still not here, part of the order was for a cloud phone, they cancelled their visit 5 times since 6 January, changed the phone no 3 times and its still not happened. I don't need to tell you every annoying phone call , as I am sure if you are reading this , you have been there also. I will say I have came across 3 uk personnel at the call centres with excellent customer service, but they are unable to fix problems also . And try and retrieve a password for an old email address, which they sent the order to, and we can not access that either, its just a monster of a company that out of control, But we are stuck with them Is there any better options, that are as reliable as the Great BT Company, it really is a JOKE.
  • Reviewer
    Location
    Taunton
    Reviewing
    BT
    Date
    Comments
    I would suggest that anyone thinking of using BT to avoid them like the plaque. I have had sky and Virginia before and have had much better service. My experience with BT gas been bad from the start. When I originally enquired they said set up was free and they would be out in a week to install, then after hearing nothing I phoned to find out what was going on and they say they wouldn't be attending and it was going to cost me £150 to get install, after refusing to pay I get a phone call two weeks later to ask if I was interested in BT TV I explained what had happened and was Informed I would not be charged. So I thought second chance and all that so I agree and went a head adding sky to the package. Two weeks after my box arrives for Internet no sign of engineer so I phoned and they said that I would be charged and the engineer couldn't attend today, after complaint again two weeks after that they set up my Internet, when I phoned again to say my TV box had not arrived they said you never had that package after complaining two weeks later I received a box which wouldn't work, I phoned to complain and they said my Internet was not strong enough after further investigation from another department it turns out my signal was just fine and that they hadn't set it up or something, now after my many complaints and 7months of waiting and endless phone calls I had a manager phone to say I will give you £50 off of your first bill as a gesture of good will. Good will after all that I don't think so. Anyway after all that my first bill comes and states I owe £45 so I phoned and was told to ignore it even though they try'd to take it out of my bank, then again a letter comes through saying my bank has declined it twice and I will now be charged for this as well as. So I phone again and get told I had to pay my next months bill a month in advance. Well as you can imagine I was not impressed. To also find out it will cost me over £50 pm. So much for good will. I have hated the service provided by them they never gave me any compensation for everything I had been through. I would never recommend them to any one. Avoid them, they have no concern with service or there customers they just want money. You may pay slightly more for Sky or Virgin but you will receive a much better service.
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Comments
    Worst Customer Service ever, rang because my contract was changed without me being notified. got told an email was sent out but I have never received an email from BT. so now they want me to prove that I have never received the email and tried to make it like I did and was trying to get out the contract. worst part was he declined that I should speak with his manager saying he knows more than his manager, which is probably the case. Now I have to wait a week to receive a deadlock letter. He sounded so rude on the phone like he was not happy working there. quit if unhappy mate.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    BT
    Date
    Comments
    Original order placed on 7th November. Given connection date of 28th November. That date came and went with no connection, no explanation as to why. After chasing them up in was given a new date of 19th December, then 20th December and finally 23rd December. My old supplier disconnected my services on the 2nd December so in all IF I get connected on the 23rd I will have been without broadband for 22 days. I have spent hours on the phone to them. Everything I call it get told something different by every call handler.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    BT disconnected my broadband two weeks before I was supposed to move and even though they assured me they would reconnect it they didn't. Then on the day I moved I received a call from them assuring me that my broadband would be working. It didn't. Then I was told there was a fault and it would be fixed by the following Tuesday. It wasn't. Then they told me it would be working by the Friday and it wasn't. Then much to BT's confusion my landline and broadband started working two days later. An engineer came to check the line because although it was working they were being told there was a fault on the line. He fixed the fault by replacing the connection box in my house. I watched him test everything including the broadband speed. Everything was working. Then a week later my broadband stopped working again. I called BT and they told me an engineer had come out to connect my broadband. This is ridiculous!! I have complained and I have escalated this issues over and over again but nothing is resolved. To anyone who is even considering BT don't. They are not worth the time and effort or money.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Absolutely **** internet and rip off price. Waited until end of contact just paid 48 pounds plus some made up early exit fee 5.13 even though the contract ended in Feb 2019 and they cut me offline after 4 days. So why the hell I just paid 48£ for 4 days????. First and last time I'm with those *****
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    I wish I had read these reviews before I switched to BT from Sky.
    I have not received any service at all, still waiting 8 days for broadband. Totally unacceptable and nothing you can do, the call centre people do their best but its so frustrating.
    NO STARS AT ALL -

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.