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
    3 stars
  • Reliability
    3.1 stars

Based on 1352 customer ratings since 2023-04-27 (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
    Chester
    Reviewing
    BT
    Date
    Comments
    SHOCKING. We have been with BT for 3 months and It has been the worst move we have ever made. I strongly recommend if you are thinking of changing to BT . Please Don't waste your money or Time. The whole package has been a joke. Apparently the problem is not BTs fault it is "my wait for It Microwave and mobile phones " RUBBISH. Do they think we are stupid. We had been with Orange for 10yrs and never had a problem. I have cancelled my Direct Debit as they just keep taking money out. It's only since cancelling the Direct Debit that they now want to try and solve the problem. I have told them they can take me to court as they will not be helping themselves to my money anymore. Customer Service have been useless.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Comments
    My activation date was supposed to be 21/10. It did not activate and the BT home hub arrived 22/10. I contacted them several times to find out why my service had not been activated. They raised a complaint for me and someone called me the next day to tell me that my services would not activate until the week after, but they'll contact me the next day to give me an update about whether they could do that sooner for me. They called me the following day, but hung up after two seconds so I could not pick up. This happened the following day too, so I contacted their online chat and was told that my services would activate in 24 hours. It did not. I contacted their online chat again and was told it would definitely activate by 3/11. Needless to say, I contacted them on the day to make sure. The lady on the phone was called Sonia. It was lucky I called as was told if I hadn't it was unlikely anything would have been done that day either. She escalated my complaint for me and made sure they activated my phone line for me that day. The broadband activated the following day. I would really like to thank Sonia as without her, I would probably still be without phone or broadband. BT is the first provider I have ever had problems with. They never communicated any problems or delays to me which would have made things better. At least I would have known what was going on. Instead, I had to chase them every step of the way to find out what was happening with my order. I did not like that they would call me for two seconds and hang up before I could pick up just so that they can put down that they tried to call me but could not. I did not like that they kept giving me a date then changing it further and further into the future. There are some very dishonest people working there, letting down the company and the people who actually work hard there. BT comes across as a very disorganised company to me. Their broadband seems OK right now, but I am dreading having any problems in the future and having to contact their customer service. From my personal experience with them, I cannot recommend signing up for BT phone and broadband.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Absolutely disgusted at the dishonesty & fraud bt commits & gets away with,they lied about the broadband speed,lied about bills & customer service is a painfull experience,its as if youre talking to people programmed to be as unhelpfull as possible,left bt so free at last,free at last,god bless me,im free at last.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Comments
    This has been an absolute nightmare we are in the middle of a city but have been trying to get engineeress out for 2 months
    3 no shows 3 missed days off work £2000 lost
    Still no show today
  • Reviewer
    Location
    leicester
    Reviewing
    BT
    Date
    Comments
    It was reported that BT loses broadband customers over other providers (the Financial Times) and here is why!

    I am a psychologist and normally I use large quantity of data to conduct analyses and draw conclusions very cautiously. In this case however, I have a definite answer to the question “why BT loses customer” because I am one (or rather I was one until a moment ago).

    Reason #1 Speed does NOT matter

    We signed up to a plan that was “up to 76 mbps” but we suffer from slow connection and constant internet drop-offs. It turned out that we received on average a 30 mbps broadband according to the engineer BT sent to our house, in the course of checking the problem. We thought it was not what we signed up to but BT insisted that they had provided “satisfactory” service.

    We were told that a contract of “up to 76 mbps” means a service of 1-76 mbps and the guaranteed speed was determined by a rather mysterious equation that the BT server decided upon running a couple of weeks after the customer registered. Many factors could influence the guaranteed speed such as the service to a nearby household. Therefore, each line could be different and in our case the number was “17”. Therefore, we received a service of 30 which was faster than what we should receive. So BT could not admit they did not deliver a service they had promised despite we had been paying for a plan of 76mbps; excuse me, UP TO 76.

    Reason #2 WiFi is NOT their problem (but mine, the customer’s)

    We were unable to watch a movie by streaming neither from Apple TV nor Fire TV because it would be constantly loading. When I mentioned this as an evidence of poor broadband service I was told that BT only guaranteed a wired connection and WiFi signals depended on too many factors that they could give no answer to a WiFi problem. As we already received “faster” speed than we should (not what we paid for though) the WiFi connectivity issue had nothing to do with their business. One of the technical support advisers was kind enough to suggest me to use a portable radio detector to look for the potential object that could significantly interfere with our WiFi signal in our house, but again, that was not what BT should be concerned about.

    As a matter of fact, BT provided a signal extender to plug in beside the TV and for the TV box. Actually we constantly lost signal of TV channels too (the channels through the box not the antenna), which indicated they were not so innocent an non-involvement of the WiFi problem. After all they knew a signal extender was necessary although it did not work.

    Reason #3 Tick the box and kick the ball

    As described above, the conflict between BT and us (the customer) was quite difficult to solve (even for a psychologist who studies problem solving). On the one hand BT thought they provided a satisfactory service (above 17); on the other hand we felt let down and not given what we paid for. There was a huge discrepancy between 30 and 76 after all.

    When we started expressing our dissatisfaction and suggested we would leave BT as a result of this dissatisfaction, we were forced to speak to different persons from different teams, including customer service, technical support, and different levels of managers, at least 10 of them. All of them suggested something but could not improve our satisfaction which was a matter of fact. Why? See reason 1 and reason 2! Because speed does not matter to them and WiFi is not their problem.

    In this dilemma, BT did employ the best strategy which was to tick the box and kick the ball. Each of the personnel said what they could (not doing anything please keep in mind they merely talked over the phone except for sending a person who confirmed that we did receive a speed of 30mbps) and then passed us to another person. I felt like I was talking to many tape recorders as they repeated the same things, such as “you have received a faster speed than you should”, so many times.

    The end (or NEVER END)

    We paid a penalty to leave BT. We are celebrating because if there has to be a cost of breaking free, we were happy to pay for it. What matters here was to stop losing and suffering any longer.

    Hooray BT should celebrate too: a customer PAID to leave, which in itself says a lot. My list of reasons were only based on one case but I can guarantee its veracity; the only shortcoming of this analysis is that the list of reasons to leave must be incomplete.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    BT
    Date
    Comments
    Waited from 8 am until 1.00 pm today at my sons house for a booked B T engineer to call to sort out his Broadband.If he wasnt there they would charge. They didnt turn up or call. On contacting B T was there an apology? No!! Son now has to wait to for weeks for these incompetent cowboys to try again. Couldnt organise the prov... in a brewery. And he is a new customer. First experience of B T And they are in the communication business - what a joke
  • Reviewer
    Location
    Keighley
    Reviewing
    BT
    Date
    Comments
    Do not go near this company unless you want frustration after frustration. spent 1 hour 30mins on phone last week making an appointment. Guess what they never turned up or sent the router out.
    Now i'm another hour into chat trying to make another appointment.

    Do not use this company. I have never in my whole life experienced such incompetence. Do not go there. Do not consider giving them any of your money.
  • Reviewer
    Location
    Rotherham
    Reviewing
    BT
    Date
    Comments
    we have recently moved house and i requested BT to continue providing service to our new place. I was absolutely shocked and disappointed how awful BT after care service is!!
    For the past 6 weeks i have made numerous phone calls with regards to connection drop outs,wireless failure!! some how any technical complaints ends up in India. Those BT Indian staff members are bunch of lyers, they will make false promises yet fail to deliver. They are very good at apologising but fail to take any positive action. i was so saddened and disappointed the way BT have treat me. After six weeks i am still having problems with my broadband and BT refuses to terminate my contract without charging silly money. i would never recommend BT to any one after the latest experience.
    Please think carefully before you sign on a dotted line with BT.
    in my experience once they have got you signed in and got your money they dont want to know your problems!!
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    BT
    Date
    Comments
    Worst customer service team ever. You go round in circles repeating yourself to different staff members only to be transferred to someone else who does not know how to fix your issue. I have been promised call backs I have not received I have been on the phone for hours and I have had poor internet for over 3 days. I would not recommend this service to anyone. I would rate this company 0 if I could
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Comments
    Worst internet company that I have been with ever in my whole entire life. Crap wifi, even with fibre.... Increased my direct debit amount without informing me.. Crap customer service who kept offering me more offers rather than solving my issues on the online chat (and he didn't seem to understand my questions). Will be leaving when I have used up my data for the month that I had paid so much for !!! It's like daylight robbery!
    GO WITH A DIFFERENT COMPANY!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Comments
    Totally agree with reviews on here we switched from sky to bt to save money, worst decision ever will run back to sky. Worst thing is even though bt not supplying what we pay for we cannot cancel without huge charges.
  • Reviewer
    Location
    Hebden road, Haworth
    Reviewing
    BT
    Date
    Comments
    Changed to BT A Month ago.Afterbeing with BE THERE FOR 3 YEARS+ SKY Took them over, We were getting 18/19Mb minimum & ocasionally 21Mb 16msec. ping Upload was 1.22Mb.This account was in my wifes name,Which became a problem when SKY tried to charge extra for NOT being a SKY TV,or Phone package customer,my Son was but once set up said it was not possible to combine the 2 accounts, even after thretening to cancel the TV Package. they did relent & dropped the b/band to £5 per month for a year.Because of there dictatorial attitude & service dropout at random. She Canseled at year end.I then moved to BT knowing what my line speed was capeable of I was confident to get the same or near speed after 5 weeks of complaining my best speed is 12Mb download & at worst 0.18Mb on an evening, this lowest has improved after all my complaints, I am still very dissatisfied & still wanting what We got 4 years ago down the same phone line. They do not seem to care I have been a BT customer for more than 50 years.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Comments
    BT is an utter disgrace. I left them after 2 years of truly awful service and total indifference from their staff.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Comments
    the worst bd band ever do not waste your time. 4 weeks waiting to fix the problen . still waiting.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    Cant even open a web page even when no one else is using the internet, rarely is useable
  • Reviewer
    Location
    Swansea,UK
    Reviewing
    BT
    Date
    Ratings
    • Speed
      1 star
    Comments
    Service liable to cut off,even told network is busy yet I pay and only get low speeds,so presumably my low speed connection is cut off while others paying the same but with more than 10 times my connection speed are getting service.
  • Reviewer
    Location
    Northern iteland
    Reviewing
    BT
    Date
    Comments
    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
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Comments
    Hmm how do I start.
    I can truly say with 100% conviction that I have never had such a bad experience with any service ever.

    I decided to join BT after being sucked in by their adverts .
    I signed up to BT and was told we would be connected and ready to go on the 3rd of the month . The broadband router came as planned on the 2nd and I was excited to get it set up and running the following day . However the 3rd came and went and still had no connection . I phoned BT on the 4th to ask if there was a problem to be told that they had had a fault on their system and it would now be a further 5 working days until we would be connected . I wasn't over the moon about it but I'm a reasonable person and understand that mistakes are made and they were going to sort it as quickly as possible . The staff at this point were very apologetic and assured me that we would be connected in the 5 working days .
    11 days past and we still had no connection so once again I phoned BT to see what the problem was .
    This time I was past around from department to department all in a non U.K. Call centre where all my questions were answered from a well read script . I felt like I was speaking to a politition every time as my question was never actually answered . After asking to speak to a manager I was told that a new connection date had been set for the 25th of the month to which I said was completely out of the question and asked again what the problem was ? This seems to be a question nobody in a BT call centre can actually answer .
    After a lengthy conversation that was clearly going nowhere I said I wanted to be connected that day or not at all and there the conversation ended and a phone back was guaranteed . Thus being the second phone back I was promised ( the first one never came )
    I did however get a call back at half 5 that evening to be told that all they could assure me of is that The 25th would definatly be our connection date but they could review it on the 17th .
    After having enough I went ahead and cancelled the order and phoned virgin to be told they can have me connected in 3 days .
    We are now happily connected with virgin and now all that remains is a refund from BT and an explanation as to what went wrong and why a massive company like BT can mess people about and treat them so very badly .
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Comments
    Awfully disappointed with the dreadful service. Tried to set up a line for SIX weeks but hindered by a series of BT's mistakes. They only know how to apologise but will not compensate in any way. I do not recommend starting with this unhelpful company.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    An absolutely appalling company, with absolutely NO chance of any contact with a human being to be able to talk to! I DONT want to talk to a machine over and over, press this number, repeat that again.... Blah blah blah!
    DO NOT use BT if you suffer with any form of heart complaints!
  • Reviewer
    Location
    newcastle
    Reviewing
    BT
    Date
    Comments
    useless..dont bother you have the same issues failing to load crashing jerking you name it and how they can allowed to claim all the champion league is a disgrace with this standard of performance
  • Reviewer
    Location
    pelsall
    Reviewing
    BT
    Date
    Comments
    poor customer service, signed up from broadband 4 days later still waiting to be connected.
    poor customer service and non existence of communication, please, please, keep away from BT.
  • Reviewer
    Location
    Isle of Dogs
    Reviewing
    BT
    Date
    Comments
    The worst company that I've dealt with. I've tried to create a contract with them, and because three of there call centre lied over the about my order, the order was not process, even if they said that it did. I spent 5 hours over the phone with them and rising complains, and as a solution they offer me to install just phone line and after that to order broadband with speed between 1-3 Mb/s, in 2017, in Isle of Dogs. They are an embarrassment for UK.
  • Reviewer
    Location
    Runcorn
    Reviewing
    BT
    Date
    Comments
    WORST BROADBAND EVER!!!!!!!

    I am paying £35 a month and only getting 0.31 mb download speed!! This is a joke, went on online chat and she disconnected me before I solve my problem!!
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Comments
    Like previous reviews I wish I could give zero stars! I work with internet and this is a big problem for me! The worst broadband provider in the world, please don´t waste your time with them!
    Was difficult write this reviews too!
  • Reviewer
    Location
    England
    Reviewing
    BT
    Date
    Comments
    Tv programs stop half way through or do not record fully. If we knew we would have all this trouble we would have not had a contract with you.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    I would not give even 1 star. Horrible customer service. Do not deal with a complaint either. Wasted hours on the phone with them to find out that they have no idea what happened with my order, transfering to all departments where one person state that the order was cancelled and the next person telling that is still active. Wasted hours last week. AVOID!!!
  • Reviewer
    Location
    Wormegay
    Reviewing
    BT
    Date
    Comments
    Broadband here is unreliable cannot download too far from the main system. Understand new wiring is being looked at
  • Reviewer
    Location
    herefordshire
    Reviewing
    BT
    Date
    Comments
    I have to re start several times each day as the system cuts out
    Streaming services are often a challenge, the picture either freezes or cuts out
    As an old loyal customer I cannot access the cheaper offers aimed at new customers
    If I want to alter my package I have to sign up for a minimum of 18 months
    No one at BT can tell me when new fibre optic options will be available in my rural area
    The only positive is that they are not Talk Talk
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Comments
    I would give minus stars if I could!
    Worst customer service I have ever received!
    Charged me £90 a month. It was supposed to be an amazing deal for roughly £27 line rental and £7.99 for 10gb. There is no way I could've possibly gone over the usage by that much when I use my phone GB most of the time and I have a full time job away from home!!
    They're still charged me £90 a month for the last two months that I've unplugged the box and changed it with a Sky box. How could I have possibly used it then?!
    Apparently they're well within their rights to do this?!
    They're still charging my line rental when I'm paying it with Sky already it I have to pay a cancelation fee of another £90?!
    Do not go with BT. The customer service was terrible and so unhelpful. I spoke to 4-5 people in the space of 2 hours and apparently they couldn't give me a call back. So it cost me even more money to find out that I can do absolutely nothing and get absolutely no refund. They sounded so smug at the end of the conversation like they were about to burst out laughing!
    My friends and family are shocked and will be leaving BT once their contract terminates.
    I will pass this message to anyone and everyone that I possibly can.
    I am outraged.
    Thank you BT for 10 months of hell!! Another 2 to go!!

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.