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
    3.2 stars
  • Customer Service
    3.2 stars
  • Speed
    3 stars
  • Reliability
    3.1 stars

Based on 3134 customer ratings since 2021-06-26 (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.

3,292 Customer Reviews over 83 pages

  • Reviewer
    Location
    Suffolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible WiFi that is unreliable and BT are doing nothing to fix it. I pay for the most expensive WiFi package available yet I can’t even finish a video game as I lose connection every time.
  • Reviewer
    Location
    newcastle
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    biggest pile of shyt iv ever payed for after 3 upgrades the crappy servace is utter bs fk you bt your product in the gutter where it belongs usless waste of money honestly go els where bt is a joke of a servace
  • Reviewer
    Location
    Cardiff
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    20 years ago I said I’d never go back to BT - but after moving house we had fewer options for a tv and broadband package so decided to give them another go. They must have got better after all this time right? Wrong.

    After finally being able to choose a fibre connection to increase speeds I upgraded around midday and by 1pm they had cancelled and disconnected my current broadband a month before the fibre was due to be installed! And all because I was told I had to have a new account to enable a fibre install to go ahead?! Only silver lining was someone I spoke to in Belfast who said the whole thing was a shambles, gave me free mobile data until a 4g hub was delivered as an interim measure.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I do not recommend BT services. I have had a contract with BT for a long time. On the site, a month before I moved out, I made a transfer to a new apartment. I received information about BT service with my package, it will be connected on March 4. Everything was ok until I moved in, from the first day the WIFI quality was poor when I contacted BT that the speed would be increased in a few days. When nothing improved, they sent a mechanic from Openreach. Then Openreach person told me that i do not have Fiber in my new flat!!!
    I called BT again and wanted to find out why I do not have Fiber and why nobody informed me that I will not have the same plan in the new apartment as in the old one? I will add that I moved from flat number 7 to number 6, same building, same level.
    The lady said that she would send a mechanic to a main box on the street and he would connect me to Fiber, unfortunately, it did not happen. Yesterday I called BT, and another employee tells me there is no fiber on that address.
    The whole situation lasts exactly a month !!
    I asked for my contract with BT to be terminated because they cannot provide me with the same package as I had in my previous apartment. Then the Lady told me that I would incur a fine for breaking the contract !!
    Really BT, that how you treat your customers?
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Customer absolutely pants. Because of our present situation with all bills going up’. I contacted them to cancel because of the increase. Told them I couldn’t afford to pay. They just don’t care
  • Reviewer
    Location
    plaja
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    dont get BT is the workse compnay in UK,
    my interner is not working like the promes, and to live they want to charge me £300
    and not they ask me for more money on my bill, totl SCAMERS STAY AWAY FROM BT
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STAY AWAY FROM THIS BROADBAND provider please, for your own good. They have a dubious contract which I will be seeking help to get out off. The company is a joke and they’re are crooks.
  • Reviewer
    Location
    West Kensington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband service ever. You will get hooked to a contract and they will not let you leave. We should have been in court if I had the resources. Do not use BT broadband, you will regret it
  • Reviewer
    Location
    Dunoon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Been waiting since the 14th of march for my internet to go on. Been passed from pillar to post more times than I can say. And still no internet. Why is bt still having issues when the rest of the country is functioning fine!! Ridiculous waste of time you would be better off with plus net and that's saying alot!
  • Reviewer
    Location
    Maidstone
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband stopped working on Thursday, told wouldn’t be fixed until Tuesday. In mean time decided to change to a better provider, they arrive on Tuesday and refuse to fix problem on the line because we are leaving them. Offered £20 compensation which when have been unable to work for 4+ days is an insult. Refusal to help and length of time without Internet is unacceptable. Also was told they would call back and they never did
  • Reviewer
    Location
    inverness
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful! please if your looking for a new network stay as far away from by as possible the speeds are horrendous and reliability is just as bad, as for customer service we’ve tried getting in-touch about the speed multiple times and all they did was send us a new wifi hub, exact same model as before and just as slow. i would not recommend
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are a business PLEASE PLEASE PLEASE stay away from BT, because of their mistake I got the contract cancelled and they want me to pay almost a £1000! This is just an easy way for them to rip people off, and this happened to other business I know too!
    Of course they can’t get access to any recorded call that would show I am in the right position!
    PLEASE PLEASE PLEASE DO NOT USE BT AT ANY COST
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is an absolute joke. They charge way higher prices for the absolute the same broadband other companies will offer in your area. You purely pay for the name here and nothing else. Customer care is none existing. I asked if I can downgrade my contract as I don't have the need for for fibre any more (and not that the fiber optic works 100 % either because IT DOESNT, and NEVER HAS SINCE DAY 1!!!) Stay away.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service and overall experience. Difficult to speak to an actual person, then they do something totally different to what was discussed in the call. No apology for countless screw ups on their side. Clueless with no idea.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We living in first world country with 5th world country internet speed and BT says for our upload speed 0.4 this is what we offer and what you can get for 40.00 a month avoid more than a virus
  • Reviewer
    Location
    Slough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Broadband speed and reliability are as advertised, without delays or disruptions in service.
    However, if you want to cancel your contract beware that if your cancellation date falls even one day into the new billing cycle, you will be charged the full months amount. God forbid you cancel the DD because you will get a CHEQUE!!! Never had the same problem with Hyperoptic or Virgin, unfortunately these two did not provide their service to my area at the time as I would have gone with them instead. To sum it up, there are better otpions out there, pick anything but BT.
  • Reviewer
    Location
    Penzance
    Reviewing
    BT
    Date
    Comments
    Appalling customer service. Been without broadband for over a month now. Mistake after mistake. Avoid at all costs
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    BT is one of the big providers, so service and speed are okay. Customer service has been okay too - when the engineer finally did come out, they actually managed to fix our problem.

    However, prices rise a lot each and every year (and they’re most definitely not currently even trying to support their customers during a cost of living crisis, because they just emailed to say that from April 2022, they’re increasing their prices well above and beyond the Consumer Price Index rise, to perfectly co-incide with the new tax (levy), rise in the gas price cap , and many other cost of living issues). BT only cares about profit and not its customers. Sadly, there aren’t that many providers to chose from. I wish they cared more and didn’t increase their prices by so much at this difficult time for so many.
  • Reviewer
    Location
    Cardiff
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling experience, we've had continual issues with BT for the three years we've been with them, we'll log an issue and they keep closing the ticket without resolving the issue. I work from home full time and have been hotspotting my mobile data for the last week. They've done so little to try and resolve this
  • Reviewer
    Location
    PRESTON
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So this review is about how long I have to wait for an appointment to fix a fault 3 weeks what a joke. I hope the speed is ok or they will be getting binned and back to virgin media
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beyond abysmal. No service for 4.5 (no broadband, landline or mobile) and what's more no compensation (because it wasn't reported within 2 days of fault occurring. They won't accept that I wasn't able to report fault until the service resumed 4.5 days later. They are rude, intransigent, overpriced and way too smug - they simply don't care about normal residential users.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had poor reception for years but did nothing , decided to change broadband supplier, then they decide to offer discounted offers new router , had the same outdated router for years ,why is this don’t know why I put up with this for years poor service, the guy at bthad no answers
    All but agree with me .
  • Reviewer
    Location
    Ipswich
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Like another reviewer I left BT about 5 years ago as I found their call centre support abysmal.
    This time I was looking for a supplier who could deliver Fibre to the Home ( this had recently become available but my current supplier did not offer this).
    After shopping around I decided on BT) as they offered my a very attractive deal for 500Mbps with voip (we needed to retain our landline number). I placed my order on a Friday and they replied with a detailed schedule of all work (external works, delivery of router and included VOIP handset, and internal works/commissioning.
    All went to schedule and the service went live 2 1/2 weeks later. The speed of the service is exactly as quoted ie 500 down / 73 up. Even the VOIP service was live before the Openreach engineer had packed his tools away.
    The field staff and the call centre people could not be faulted.
    The My BT app is very good also.
    It seems to me that BT have transformed their business processes.
  • Reviewer
    Location
    Salisbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    BT offered to upgrade me from BT Halo 1 to Halo 3 for nil extra cost. Having spoken to their customer services adviser, I realised that theres no benefit from 1 to 3 at all, its just a way of tying me into a contract for another 2 years. When I pointed this out to the BT advisor, she hung up! Also, the adviser tried to sell me an unlimited call plan on the basis that we make 145 minutes + of calls per month. This is a nonsense, we barely use the landline for calls as we have mobiles. Shocking, and not what I'd expect from a supposedly reputable company.
  • 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
    North Lincs
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Mostly it seems people only write reviews when they are unhappy with a service.
    We left BT many years ago when they had overseas call centres and the service was shocking.
    Reluctantly went back when Openreach installed FTTP and BT were the only company to offer high speed BB.
    The service has been excellent, we got 3 boosters so good wifi throughout a latge stone house. The speed is as promised around 70mbps and there have been no issues.
    It's not the cheapest BB out there but compared to the 7mbps we got from Sky it's a whole different league.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is a rubbish and bad broadband service from BT.

    I first use their broadband and i waited more than two weeks to get broadband since the date I signed the contract and it delayed everything

    The speed is too low, today I cannot connect again.

    DO not use their broadband and stay away at all cost.
  • Reviewer
    Location
    Torquay
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    Comments
    Total crap . Terrible customer service.
    Despite the adverts saying that you get the same service in all rooms or you get 100 pounds refund.....you don't!
    I live in a 3 bedroom house. 2 rooms you get almost no reception.
    Also it drops out daily. And although b.t. say they will send someone around ...noone turns up and I took a day off work to wait in for nothing. Crap company.. crap service .crap product.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    For the third time I had to call your services. I have a Broadband and TV contract with you. In all the cases I had to wait around 35 minutes. Then someone picks up the phone. I try to talk and the person on the other side pretend not to listen, then disconnects. Then I have to stay on the queue an awful long time again to be served. I am getting tired of this behavior and will think twice when contract renewal time comes knocking. Your costumer services needs loads of improvement.
  • Reviewer
    Location
    Oxford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT credited our account for a day outside their service visit


    Thank you BT . Service we experienced was excellent. I suppose this is why we moved away from Virgin. Victor
  • Reviewer
    Location
    Thetfordnorfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    Comments
    Dreadful, at last my 24 months is up. Dreadful wireless, promised speeds of 49-53, barely hitting 29. Bt wanting to dig up my path. No fault there sir, rubbish rubbish rubbish. Constantly having to reboot as speeds at 7mbps. Avoid at all costs. Youll start off good, within a month they willhave restrictions in place
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    you wont find much worse than this garbage bad service useless engineer impossible to get assistance the worst i have ever been involved with
  • Reviewer
    Location
    Weymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I oder changer phone line from December 2021 to now ( 2-1-2022) keep waiting how good service for bt
  • Reviewer
    Location
    Maesteg
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband service I have ever had it's so poor always dropping out of connection and bt are useless to fix the problem
  • Reviewer
    Location
    Tipton, West Midlands, England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service vice doesn't listen better off talking to my dog
  • Reviewer
    Location
    Manchesyer
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Had BT for over a year not many issues 50mbps was abit slow so tried going for 100mbps and upgrade contract as contract ended… rang them up to upgrade quoted 34.99 for 100mbps where sky, plus net are offering around £30-32 same speed just asked if they can match the price saves me headche cancellation & new order over £3 …guess what he said to me BT is a mutli billion pound company not market
  • Reviewer
    Location
    Spalding
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved from EE on 10th December due to moving house and the man from EE said we could get a better deal with their sister company (BT) on an 18 month contract. Ordered and waited for equipment to arrive.

    Went to set up new account and direct debit on to discover BT themselves had cancelled the order straight after we ordered it so no internet was available even though they sent us a new router. By now it was 18th December.

    The package was re ordered but because of Christmas did not go live till 30th December so spent all of Christmas with no internet, or TV as Sky couldn’t move their package without a broadband connection.

    29th December another router arrives, plug it all in, set it all up and happy days it works…..

    But……

    Today (25th January) internet went off. Phone BT for help to be told we don’t have an account, no record of our line and that they can’t understand why we have had internet as we are not one of their customers. Was passed to an ‘early life’ specialist at BT who said that we had been running on a ‘temporary connection’ and this had been terminated as we didn’t have a contract. After sending them copies of all the documentation and the fact I have a BT phone and router that they sent less than a month ago they then said that our contract application had not completed successfully and openreach had not completed the line set up hence been disconnected. If we wished to cancel and start again they would attempt to again supply a service but it would take them 3 weeks to set us up. We were then asked to pay for the 4 weeks we have been supplied on a ‘pay as you go basis’ which they will email an invoice for, even though we paid for the package they messed up and terminated in the first place and they took the direct debit payment.

    Finally managed to speak to a manager who in the end agreed to refunding me based on me not reporting them to the ombudsman which I’ve done anyway.

    Sky broadband now ordered, 49p per month cheaper, faster speed and connection on Tuesday. They even threw in a free Wi-Fi extender and any problems setting up give them a call and they will have one of their engineers on site that day to help.

    Don’t bother with BT!!!!
  • Reviewer
    Location
    NORWICH
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    do not trust BT__avoid.
    new customer. a week after bt still did not send the router.
    customer service lying everyday that it will arrive next day..it has not
    customer service rude and defensive
    manager did not wanted to talk to customer
  • Reviewer
    Location
    The worst BT broadband company in the UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst BT broadband company in the UK
    I have tried to be a good customer for BT Boadband for over 15 years although I have always had problems with internet speed especially with WiFi, I was stupid to stay with them for a long time. If I call and ask for help, many of them hang up without explanation. I advise everyone better to choose someone else but no BT broadband.
    Really bad company Internet is very slow, If I could rate it O I would.
    Talk complete rubbish, tell you everything you want to hear and deliver nothing, Don't waist your time to customer service, 
  • Reviewer
    Location
    The worst BT broadband company in the UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst BT broadband company in the UK
    I have tried to be a good customer for BT Boadband for over 15 years although I have always had problems with internet speed especially with WiFi, I was stupid to stay with them for a long time. If I call and ask for help, many of them hang up without explanation. I advise everyone better to choose someone else but no BT broadband.

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.