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)

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.

3,590 Customer Reviews over 90 pages

  • Reviewer
    Location
    Edgware
    Reviewing
    BT
    Date
    Comments
    My mistake was when I choose this provider, very poor connection and very expensive, my contract is end on 19 this month, they send me a letter yesterday but the letter was printed on September and they want o month of the cancellation, I don’t want to continue with them, they force me, worst provider ever I had
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Comments
    I have had terrible customer service from BT and have now been without home broadband for six weeks. They are very hard to speak to, and almost impossible to understand. Two engineers visits, and two failed appointment when nobody bothered to tell me of non attendance, and still no progress. BT not to be recommended.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Worst service ever, after almost two weeks with a fault still waiting for some assistance.
    Will never recommend it to anyone
  • Reviewer
    Location
    Finchley
    Reviewing
    BT
    Date
    Comments
    Ordered BT broadband infinity2 on 24/12/14. Hub arrived on 6/01/15. Engineer booked for 08/01/15 to install. Never arrived. When I called Bt told I didn't need an engineer and should be connected by midnight on the 8th. Never happened. Have made numerous calls (all to India) and it appears order management department in India cannot communicate with the engineersdepartment in the UK as every time they put my order on the computer the engineers are saying there is a duplicate order. Don't know what this means. Now they tell me I have to wait till 27/01/15 and again have to take a day off. I am now waiting for a call from them on 14/01/15 to sort and if not will cancel order and go to Virgin. Terrible customer service. A telecommunications company who cannot communicate with themselves or their customers.
  • Reviewer
    Location
    Hackney
    Reviewing
    BT
    Date
    Comments
    Worst experience with a company on my 10 years in London!

    They are very disrespectful, untrustful, their staff are trained to be such a liars!

    We cancelled our service with BT because we were moving home and after they overcharged us charging another month and the cancel fee (which is fine).

    I called them at the same day that i was overcharged they did apologise saying the refund would be in my account in 10 working days, obviously didn't happen!

    My 9 months pregnant wife is trying to contact them, and after 25 minutes waiting on the line (which is normal) they answer her, the staff say a different history, put her on hold to check "the case" for another 30 min and turn off the phone! So, basically she needed to start everything again, explaining the " case" and the same thing happens over again! That's being happening for more than 3 weeks trying constantly.

    That's so disrespectful as every time you wait for almost an hour after listening a lie from their staff and finally turning the phone off through your face! This just make you feel sick!

    Basically we just gave up loosing sixty quid! Good luck with that BT ;-)

    Please do not ever trust them! Hopefully you will never need them help!


    Kindest Regards,


    Daniel Franchini
  • Reviewer
    Location
    glasgow
    Reviewing
    BT
    Date
    Comments
    totally scamming company i paid all my bills on time and they said i owe them £50.27 and theyre charging me £12 for re-connection fees i had no satisfaction on the phone to customer services they wouldnt put me through to a manager even though i ave all my bills and my reciepts and i had too pay one of the bills twice as they apparently they never revieved it andwhen i told them i wanted my £54 they owed me the put the phone down on me needless to say they will be hearing from my lawyer
  • Reviewer
    Location
    Arnold
    Reviewing
    BT
    Date
    Comments
    Wifi packed in a week ago & still no engineer. Fuming is a understatement..just not good enough in this day & age..absolute joke
  • Reviewer
    Location
    South Wales
    Reviewing
    BT
    Date
    Comments
    Absolutely awful service. Moved house 2 months ago....still waiting for BT to connect my broadband! Today is the 8th time over the 2 month period that they have moved my connection date! I have had to call them each time to ask why I have not been connected on the promised date, only for them to apologise and tell me that their service is unacceptable...,yet they are still to do anything about it! I have now been told connection will not be done for yet another week. They keep blaming openreach (even though it's part of BT) I've not even had one call off a supervisor or case handler to update me on the situation! The worst company I have ever dealt with!!! Dispicable service!!! I have already contacted the ombudsman service, who will proceed with a case if this is not resolved by the beginning of October.
  • Reviewer
    Location
    Wirral
    Reviewing
    BT
    Date
    Comments
    Absolutely appalled upgraded to fibre beginning of November. Here we are now after being cut off twice couldn’t complete fibre Wi-Fi. So yet again we can before Christmas and New Year will cut off again. Only kids got all new games consoles a new TV no Netflix or nothing. customer service is appalling Still waiting when they can complete the job from the beginning of November so we’ve got fibre Internet going to get it fitted and get in touch with virgin tomorrow. Wouldn’t recommend whatsoever haven’t got a clue what they’re doing.
  • Reviewer
    Location
    Plymouth
    Reviewing
    BT
    Date
    Comments
    Absolutely shocking. Not even worth writing anything else. DO NOT USE BT!!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Someone mentioned in the reviews about BT as big trouble, that says all about it and I agree. You will not get any notification about price rise, you will only come to know until you check your bank statement / a/c balance online. When you enquire about it you would be said that an email is been sent to you. Then you have to pay whatever extra charges as per terms and conditions. If you want to get out of those added packages(sports) you will need to pay extra as well.
    All this without the consent of the customer. I lost all my opportunity to opt out of the added package at the time of price rise with no e mail notification sent to me. Yes I get all other promo emails not the price rise email. Spend more than 1 hour over the customer services and the answer is terms and conditions. So no point in ringing and wasting time. If you can't find any other supplier only then you should even think about BIG TROUBLE. Good luck to all
  • Reviewer
    Location
    kent
    Reviewing
    BT
    Date
    Comments
    i joined bt 2016 and i was very happy with them and the services that was provided until i moved in 2018, they dropped my package to the lowest speed without telling me and let me carried on paying for fibre prices and i spent 3 months down the phone arguing with them and waiting for engineers not turning up, and my contract was gonna end in october 2018 when it came close to the time they told me im in contract till february 2020 so i took on the fibre package and im only getting speeds of 0.15mbps i now want to cancel and they wont let me cause they said i have to pay the old services fees, load of rubbish they are and cant wait to get rid of them.
  • Reviewer
    Location
    Ceredigion
    Reviewing
    BT
    Date
    Comments
    In the little time we have been with bt, it's been completely rubbish, got 150meg plan out with call package only to be charged for all our calls, then they told us you should have read what your getting, on top of the ultra unreliable Internet with max speeds of 30meg down to 2.8meg. Got 4 phones off them which only worked intermittently. Everytime we spoke to the technical team there advice was to spend more on products to try and make it better. I put 1 star as I can't leave minuses.
  • Reviewer
    Location
    North wesr
    Reviewing
    BT
    Date
    Comments
    Bt broadband is a deceitful company that misold a renewal contract that we took to the ombudsman service to completely get shut of. With a pixellated Tv service that was a shambles with countless online chat help which they didn't and engineer visits to no fix whatsoever.
    DO NOT entertain this company.
  • Reviewer
    Location
    Doncaster
    Reviewing
    BT
    Date
    Comments
    Ordered bt infinity to coincide with house move, bt promised it would be there for the date of our move, only guess what it wasn't. After many phone calls where the date slipped back and back we were told we had cancelled the engineer, where in reality bt had told us we didn't need an engineer. Then after 4 days of calling they told us we had been speaking to the wrong department. The date for installation is now about a month later than they originally said - don't think I believe them. I am horrified by the way we have been spoken to and the complete failure of bt to deliver on any promise - everytime they said they would call back they didn't. Oh and by the way they have billed us and taken the money from our account from the date of our house removal. Why after 15 years of avoiding bt did I ever consider using them again - worse decision I have made for a long time.
  • Reviewer
    Location
    fife
    Reviewing
    BT
    Date
    Comments
    I recently quit my job as a customer advisor for BT, the worst job ive ever had. Getting shouted at by customers for the failures of engineering company Openreach because they are utterly incompetent. Having to phone their indian call centre everyday for useless updates to pass on to understandably angry customers. Quite often they will not turn up for appointments because of "lack of resource" i.e not bothering to send engineers out and not letting anybody know . Try telling that to customers who are on their 3rd missed appointment. Also the fact that we are allowed no more than 900 seconds for each call and have near impossible targets,. They just want advisor's to get them off the phones without too much hassle. Joke
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Comments
    Absolutely shocking I been getting up to 4mb download until mid August. Repeated texts from them saying they had tried to contact me to resolve the problem. Agreed that speeds were .25 mb and problem was between their exchange and my home. A total nonsense!
    Still unresolved as of now!
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Every 5 minutes the internet would fail and kick everyone from the internet it sometimes would go off for more than 10 minutes before it finally came back on we have had problems since October 2017 and it's not October 2018 don't waste money on this boardband it's the worst we have ever had
  • Reviewer
    Location
    MITCHELL
    Reviewing
    BT
    Date
    Comments
    i can score no stars rubbish

    engineers come out and don't know what they are doing
    no broadband now for 3 months can't get out of contract until they say so


    shambles passed onto 8 different operators to sort


    worst service ever
  • Reviewer
    Location
    Warrington
    Reviewing
    BT
    Date
    Comments
    I am absolutely dissgussed at bt customer service. Without notifying me they raised my bill when I was told when I signed up over the phone I was in a fixed rate for 12 months. I wanted to cancel my package and the Asian man I spoke to put me on hold half way through conversation at 20:50 for over 25 minutes... the reason being... they close at 21:00 and clearly didn't want to take the call! I used to work for bt for over 2 years and I know all the tricks they use! This is an absolute disgrace and the power of social media is a wonderful thing. I will be cancelling with amedeat effect! Bt instead of paying your paying your employees shifty bonuses to answer phones try getting to learn how to do the actual job... I wounder if you are regulated by the FCA?? DON'T CHOOSE BT!!!
  • Reviewer
    Location
    west sussex
    Reviewing
    BT
    Date
    Comments
    Never again, how can I get out of contract, I am a pentioner and my sports is the only thing that keeps me going and I can only afford so much.
  • Reviewer
    Location
    Richmond
    Reviewing
    BT
    Date
    Comments
    I have switched to By Premium Mail and as a result lost all my emails (on the day the switch took place - hundreds of them). I have contacted 'customer service" so may times I have lost count. They are useless and say there is nothing they can do! I have lost the will to live. BT customer service used to be so much better. It is now a disgrace.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    If I could give zero stars, I would for all the above. TERRIBLE customer service - calling up was a mustake, nobody knew who to transfer me to and there was no one person in charge. Was on the phone for a good 1.5 hours.
    And above all TERRIBLE service. Firstly, they ripped us off and installed normal Internet, not broadband as we paid for ( only knew this when they came to fix our internet the second time round) and then a week later they cancelled our internet for no reason and asked us to pay £200. After another week we found out the it was because somebody else from our building had cancelled it by mistake and not told us. After getting Internet back for a week, it has stopped working again. This is the WORST INTERNET PROVIDER I have used and will never use BT again.
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Comments
    No stars because BT is disgustingly over priced
  • Reviewer
    Location
    Banstead
    Reviewing
    BT
    Date
    Comments
    Totally Fustrated now!! Never call you back...slowest broadband Ever!!!
  • Reviewer
    Location
    Sutton
    Reviewing
    BT
    Date
    Comments
    Please rate bt on our ability to provide you with the service we are charging you to provide you with…minus 20 stars.
    Rate bt on our ability to arrange an engineer at a time that suits only us, who does not then appear….+20 stars.
    Rate bt on our quest to keep you on hold for as long as humanly possible, while telling you “your call is important to us” but not important enough to actually answer…+20 stars.
    Rate bt on how efficiently, and on time, we can continually take money from your bank account compared to how efficiently we can solve your problem, answer your call or help you in any way whatsoever as long as we can keep taking your money. +150 stars compared to minus 150 stars.
    Don’t believe their glossy ads! Stay away from bt unless you want to spend a fortune on bad or nonexistent service, endless waiting (most recently-55 mins-one of many) on unanswered calls and a dictionary of excuses of “your coverage is good, so you will have to pay for an engineer to attend” who wont appear, and who won’t be able to fix anything, if they ever do get to your house! You have been warned!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    The service BT provides is awful. They arrange appointments and do not turn up (although appointment has been confirmed multiple times, including the day before), incompetent assistants with poor training, who put the incorrect order through multiple times; they inform you they will follow up on orders/ queries and get back to customer, but never call back; charge you for services you are not using; unaware of departments within their own company (which you have had contact with previously - when you call to follow up on an order they just inform you the department does not exist - although you have been told by customer service to call the department previously). My broadband and telephone line were scheduled to be installed over 1.5 months ago and it still has not been due to their mistakes! Terrible! Go with virgin, sky, hyperoptic, any company but BT
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Comments
    An explemary example of a company totally out of control.Moving to BT ? A unique experience. Duplicated customer accounts , billing cock ups, unintelligible customer service reps , the list is endless. Commenced service early December with promises of this speed and that. Result no where near ! Switching supply to another provider . Interesting that responses to emails to customer service take forever but cancel and you get one in two hours ! So on an 11month unexpired contract at £40 per month you can expect to get one of these emails.

    As you're still within the minimum term of your contract, you'll need to pay a charge for each month you've got left. We expect this to be £469.96 by the time you move.

    You'll also need to pay:

    £65.00 for BT broadband equipment charges
    £152.09 for BT TV equipment charges.

    This email was just after receiving one offering higher speeds e.g 76 Mbps if I signed up for 18months irrespective of the fact current contract is 52 Mbps and actual is 32mbps if you are lucky. Forget writing to OFCOM they are weak and totally unable to control BT. Lots of very bad publicity is what is needed ..
  • Reviewer
    Location
    Hamilton
    Reviewing
    BT
    Date
    Comments
    I changed to BT Infinity from Virgin to save money and I believed there would be no loss of service. I was very much mistaken. Since it was installed we have yet to have all 3 services working (phone, broadband and tv). Both my partner and I work from home so the interruptions on broadband have caused us major problems and I have spent so much time calling and emailing - all to no avail. Customer service is atrocious and I have constantly asked to speak to a manager as I am looking for compensation and to cancel the contract however I won't be paying them a penny as I believe their products are not fit for purpose. I am thinking of taking my complaint to a telecoms ombudsman. Has anyone tried this route and any success?
    I award no stars for anything BT have supplied - dreadful service and would never recommend them.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    BT
    Date
    Comments
    BT is the most unsupportive, badly organised company I have ever dealt with and completely incompetent. The put me on the wrong contract, sent me the wrong equipment 3 times, I could not connect to the internet for 7 weeks and would not help me. I could not get through to Bt spending hours trying to get through when I did manage to get through, BT staff were clueless about my situation. Nobody from BT would phone me back either. But they still kept on sending me bills for a service that I could no use. I have just finished my 1-year contract with BT and I'm going with TALKTALK. BT do not care about their customers or rectify their mistakes. I am so relieved to see the back of BT. I WOULD SUGGEST NEVER SIGNING A CONTRACT WITH BT- YOU WILL REGRET IT!!!!
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Comments
    BT is a serious thief in this country we, their customer services team are a big lairs wasting our times, I have been suffering from them for more than one year, they not canceling my contract and not fixing the problem, in addition to all that they overcharging me every month and always I have spend many hours speaking with their rubbish team, really we should bring those thief to the court and it must not be allowed steal people, we should not just write a review we should act to bring those to the court, I am going to make claim for compensation, because they did not let me to cancel it
  • Reviewer
    Location
    Liverpool
    Reviewing
    BT
    Date
    Comments
    Not only do you get half or less of what you are promised, you also get disconnected all the time. When you bring that up at customer service, they basically tell you "well, too bad for you but you agreed to a contract". Why am I the only one who has to respect the contract? If I am not getting what I am paying for, I should be able to get out. Greedy company with a horrible service (and customer service is very bad). STAY AWAY FROM BT.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    So after a month of waiting, 6 phone calls, 50 unwanted text messages and a half day loss of earnings I have told bt where they can stick there service. Waited 2 weeks for an engineer appointment, took the morning off, he arrived and did his work and I thought that would be that. I received the router a few days late due to a delivery miss hap, but when it finally arrived I thought it would be a simple effort of plug and play. Unfortunately not the case. After several hour long calls to a outsourced call centre to get the account activated, it turns out the engineer needed to complete more work. This involved me taking more time off work ( further loss of earnings) because they don't work weekends, and the appointment would have been a full 6 weeks after the order was placed. This was by far the worst customer service I have ever encountered, and I would recommend genital amputation before recommending bt.....it would be less painful.
  • Reviewer
    Location
    england
    Reviewing
    BT
    Date
    Comments
    Firstly my reason for writing this review is that they mis sold my family to a worst broadband not telling us we would lose are fibre place. And for several months we've been hetically trying to find a solution and BT and EE have not co operated or taken action.Secondly they surprised us with nearly doubling the amount of money we had to pay for our monthly contract. And our broadband has become more slow. We are deeply disappointed with BT after being a customer with them for more than 8yrs. And we don't recommend using BT. If it was possible i would of loved to give it zero stars.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    Broadband down for 10 days now. 3 times told will be fixed within 24 hours. 3 engineers visits cancelled by BT. Impossible to speak to a human being, except 1 who registered my formal complaint. Switched to Sky in frustration and got an immediate response that I owe BT £150 for cancelling their contract. But in law a contract is to supply services and they aren't! Apparently they have 28 days to resolve service outages. How can you run a business like that? Avoid BT like the plague. Oh and they said that if I switch they won't resolve the fault! Nice.
  • Reviewer
    Location
    WIGAN
    Reviewing
    BT
    Date
    Comments
    If they offer you a special deal, such as infinity without having to pay the £60 connection fee, don't believe the liars. I got this offer WAS billed for it. Rang them up a week before the bill was due to go out of my account. They agreed that the money was not owing. Nevertheless the thieves still took the original money from the account, promising a credit sometime in the future. I have heard those kind of fibs before. Crooks.
  • Reviewer
    Location
    Farnham, Surrey
    Reviewing
    BT
    Date
    Comments
    Pathetic, criminal organisation that constantly lays on 'late payment' charges by ensuring your bill doesn't reach you until AFTER its due date, absolutely none of the advertised 'switch to paperless' benefits received, at best intermittent service, paying for 40Meg, funnily enough never have over 14Meg unless there's an engineer sat in the building when it mystically reaches 31/32. Absolute rubbish, utterly criminal. Can't believe I have to switch mobile supplier too now as their monopoly continues to grow.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Worst broadband ever, plus that expensive... if you want to test your nerves go with BT, but believe me .. even you are the strongest mind and spirit person ... after few days you will give up ... even one star is too much to review BT
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Comments
    Absolutely disgusting customer service. My dealings with BT have inspired me to cut all cables to my property, live in my shed and create some sort of nomadic existence for myself. On the plus side.. if you complain enough they will give you refund after refund. I’ve now got enough credit with BT to retire and move to the Bahamas if the shed gets a bit cold in the winter. USE SOMEONE ELSE.
  • Reviewer
    Location
    Solihull
    Reviewing
    BT
    Date
    Comments
    This company are appalling. It is a national disgrace that companies like this are allowed to tell lie after lie about their service. Had a month of false promises, I left Virgin for these people and there is no sign of a connection yet, however they keep sending out letters telling me Open Reach are at my premises!!!
    Do not go anywhere near them.
    A phone call is a complete waste of time.if you can get through nothing happens except that you do get a message asking how likely you are to recommend them to a friend. Really!
    No stars.

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.