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 3041 customer ratings since 2021-07-06 (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.

3,292 Customer Reviews over 83 pages

  • Reviewer
    Location
    Heelands
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Excellent download speed on average of 45.5Mb. Upload of 13.6Mb. Occasionally wavers but on the whole a good service. Its worth paying for a better service if you want faster speeds.
  • Reviewer
    Location
    Hereford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I must be one of the lucky ones after reading such bad reviews. I've been with BT for a number of years and only had one problem when our phone line went dodgy. But overall, the speed isn't as fast as it could be, but it's okay. Customer service is pretty good. They have made the effort to call me back when I've been on the wrong shift. Broadband reliability is good too. No breakdowns. In fact when I switched to BT from Virgin and Virgin turned me off three weeks early, BT gave me 4000 minutes of free internet to tide me over until they connected me. Now that has to be good service.
  • Reviewer
    Location
    north west
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Very happy since switching from Virginmedia. Very flexible landline deal - I switched from a 700 free minutes on the landline to a second BT sim including 2GB data as wasn't using the landline allowance with a very efficient phone call.

    Description:28/3/2021 - 0657 BEWARE OF VIRGIN MEDIA CONTRACT LOOPHOLES WHEN ENDING THEIR CONTRACT!

    The fact that virgin media is exceptional in refusing to allow new providers to initate contract termination when transferring to a new landline/broadband provider is poor customer service. It is clearly just intended to grab a few more months subscription from customers who are unaware of this loophole but bound by a contract which is counter-intuitive and underhand. BT warn on their website that Virgin is pretty much unique in this - you did the same to me despite delaying porting of my landline over to BT 19/2/2021. Yet you refuse to acknowledge that this request was due to a transfer of phone and data service to a competitor and continue to bill me monthly until I called you after a wait, to spell this out with no understanding or concession from your off-shore call centre. I'm posting this feedback as widely as I can to warn other customers.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Have been with BT for about 12 years using their broadband and fibre services, packaged with a landline. The service has been very reliable and easy to set up. The one time we had problems, the router was replaced (for free) and immediately resolved the issue.

    However, despite the service offering up to 40Mb, we're lucky to get 20 - good enough for what we need, but not as good as advertised, and not likely to be good enough moving forward with the increasing demand for bandwidth.

    The price has also risen significantly recently - nearly a 30% rise over the last year. As a result, we're looking for a lower cost deal, either with BT or someone else. That's not reflective of their value over the length of our time with them, but of their current price and what we get for it.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I used to have Virgin Media (not my choice but landlords) and oh my god was that the worst. Not only is the speed god aweful but the reliability is a joke.
    Switched to BT and i've had fast internet with very little downtime. Best thing is there is no fair-use policy like you do with virgin so I don't get throttled when I need to download something from steam.
  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Switched to BT from Utility Warehouse using U Switch. All communication very good, emails from BT keeping me informed all along the way, equipment arrived when said it would, switch over happened on the day it should. All very good, nice and easy. Excellent Broadband.
  • Reviewer
    Location
    Hambleton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    No grounds for complaint at all. Fibre speeds are good (and consistent), reliability is excellent, and the BT Smart Hub is great.. Providing that you negotiate seriously at renewal time, the price stays competitive and removes any need to switch.
  • Reviewer
    Location
    Wallsend
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was a bit disappointed with my speed at first but since I've changed my wireless adapter I've noticed a distinct difference and am now getting the speed I was promised.
  • Reviewer
    Location
    Oakley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Beats Freeserve/orange hands down. Very easy and efficient change over.Much faster up and down loads.
  • Reviewer
    Location
    BOURNE
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    We have a complete package:-
    Broadband
    Telephone
    Two Mobiles
    TV
    Backup WIFI hub.
    Service calls free.
    We only have to deal with one contact.
    Unlimited Telephone calls.
    Unlimited Mobile calls and Data.
    Total Price £100/month
  • Reviewer
    Location
    Frome
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I have been with this supplier B.T. over 10 years but now disappointed with the cost.
    They did warn me of contract ending but now on expensive standing one.
    The speed and reliable service is good but now considering a change due to cost and will do so if not reduced to a common cost of other providers in this area.
    The only concern I have is the loss of service by doing so.
  • Reviewer
    Location
    Grange Park Swindon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    No issues it has rarely if ever gone down and speeds of up to 40 meg
  • Reviewer
    Location
    Pontyclun
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Not the cheapest or fastest (Except Virgin)as all others use Openreach and are limited to whatever speed that they can provide.
    If there are problems BT respond/correct usually within 24hrs.
  • Reviewer
    Location
    Slough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    better than other supplier that i have at this address at least my broadband works 24/7 rather than not working for week in 3 mounths & the supplier taking a week or longer to get me up & running again yes my speed is not fast but that is due to the distance of my house to the exchange so it does not matter who my supplier is my speed will not change & with some suppliers it was actualy less (not sure how that happens) but at least with BT it has been reliable.
  • Reviewer
    Location
    Argyll
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I transferred to BT Mobile after 14 years with Three. Not only did I get a cheaper deal, but the 4G average is 97mbps compared to Three’s 53mbps. I honestly thought that all providers used the same masts. I’ve had 2 issues with 2 calls to knowledgeable people in the UK! What a difference not having to repeat myself again and again. Both calls were answered quickly and sorted in a single call. I have signed up for BT Plus and Broadband speed is decent for my area. Having double my mobile plan means for workers from home I can tether to my iPhone and get websites uploaded 700% quicker. I still believe the fixed line could be quicker, but overall, very good to have a British brand firmly back in Britain!
  • Reviewer
    Location
    Stuminster Marshall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Finally our speed is around 15mb from 7mb. which is excellent for our area
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with BT for over 5 years now, and to be honest, I've had absolutely no issues at all. I'm in a new build property, so that probably helps - all the phone line plumbing etc is new. So I can't really comment on customer service as I've had zero reason to get in touch with them, other than to upgrade from standard ADSL to Infinity 2 a few years ago. The standard BT hubs are not, in my opinion, particularly great, so I ditched mine ages ago and use a good quality unit purchased separately. I have found speed to be consistently good - better than advertised. The only issue is price - it has crept up somewhat during my contract, so I've knocked customer service down to 4 stars as I don't like the practice of hiking prices for existing customers, although BT aren't the only offenders here. Overall, good reliable service but not especially competitive on price, so I'm looking around for alternatives now..
  • Reviewer
    Location
    Crumlin
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Very happy with service in general except with speed. But told system being updated to fibre optic in jan 2011. apart from that excellent service and customer service couldn't be more helpful
  • Reviewer
    Location
    Staffs
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Had BT Infinity 2 for the last year and haven't had any problems. My installation was a different matter and after moving house, took almost 2 months to get a working installation. I found the Mumbai call centre to be useless and they were the first to ever be shouted expletives at! I found that complaining on the BT Facebook page is your best bet. Fill in the page you are given a link to and the brilliant team in Northern Ireland will help to get you a decent service. They even phone you at convenient times and deal with you like a human being. In short my service has been amazing ever since. The BT bill is large but you get what you pay for I suppose!
  • Reviewer
    Location
    South East UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    My change from standard broadband to infinity worked seamlessly. Hub delivered on time and upgrade occurred without me having to do anything or even be in. It's true I had to a MAKE a firm point about new customers being charged less but as a loyal customer I was given a very good deal. Other providers may be a bit cheaper but I'm not game to move given how well BT has always worked for me. I'm not sure they always give the same info when you ring up so you do have to be rather on the ball but if it ain't broke don't fix it. Very happy with BT
  • Reviewer
    Location
    Great Yarmouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    As broadband providers go, BT is really not that bad. The router they supply is pretty good and is dual band so currently using the 5ghz band and get an excellent wi-fi signal.
  • Reviewer
    Location
    Newhey - Rochdale
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have had a couple of problems with my Broadband
    over the past couple of years with BT. However on contacting them my problems have been dealt with efficiently and quickly. On the last occasion they even sent an engineer around the next morning and as a result my broadband was back online faster than ever. They may be a bit more expensive than some other providers but service they offer is worth every penny. I certainly can recommend BT.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Do not change houses with BT. Ever! By far the worst customer services and installation team that has ever existed. Nobody has control of the process and they will not provide any compensation for loss of broadband service when reinstalling is delayed. It took them 2.5 months to change over our broadband.
  • Reviewer
    Location
    Bushey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Our internet crashed today, not great when you're working in a busy office that relies heavily on the internet. I spoke to Val from BT who was very helpful and incredibly patient considering I did not have a lot of the information needed to help her work out the problem. She got our internet back up and running again and was very friendly to talk to. Thanks Val!
  • Reviewer
    Location
    Perthshire
    Reviewing
    BT
    Date
    Ratings
    • Reliability
      4 stars
    Comments
    Worst customer service ever.
    Great if you have no issues. But you soon lose the will to livensure iffy you have. They repeatedly don't listen to wha you havery to say then when they eventuaLlysfaen do yheyou pan you on to someone else. You can go around in circlesome for days. The customer services or complaints department don't seem to exist if they do theybcanot help you. YOU WILL BE TOLD TO CONTACT SOMEONE ELSE 9you havery been warned Keep Clear)
  • Reviewer
    Location
    worcester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    good overall but call centres in india a no no can not understand the plus very patronising
  • Reviewer
    Location
    Derby
    Reviewing
    BT
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have changed provider from Virgin to BT. Want to go back to Virgin because phone does not receive incoming calls even after 19 days. BT want to charge me £283 for changing back. Had 2 appointments for an engineer to come out and repair, Neither time did anyone come. Customer care outsourced to India. The people are very hard to understand, and do not resolve the problem. Absolutely totally frustrated. I have never known of such poor service before. I wish I had not changed provider to BT.
  • Reviewer
    Location
    blandford forum
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Been using BT since dial-up days.Cannot recall any occasion where I've been annoyed by an interruption in service.
    Download Speed is reasonable at 26 Mb/s but not as fast as advertised.
    Complacent but happy I guess.
  • Reviewer
    Location
    Kingston-Upon-Thames
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    My phone line hasn't worked for over a month. I raised a ticket and they said they'd fixed it but they hadn't so i re-opened it after which, nothing.

    So I phoned them (06:30 am) and got straight through to Gibson. He was very helpful, checked the line and confirmed there was a fault. He raised another ticket and it is due to be fixed within a week. Plus I get a refund on my line rental.

    So apart from the delay in getting the line fixed, customer support were very helpful
  • Reviewer
    Location
    Worcestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I can see that there are ALOT of bad reviews for BT broadband and I pity you folks, however mine is a good one!
    Set up quick, efficient - after an initial hiccup with the engineer (I called the BT help desk and they sorted it quickly)everything went well.
    I think a lot of the bad reviews on here are from heavy users with multi gadgets but if you are light user (occasional browsing, shopping, banking and the odd download) then I would recommend BT's ASDL broadband service. I have just finished my 12 month contract, called them up and asked what they could offer me - I now have unlimited weekend calls on the landline (which I didn't have before) as well as unlimited broadband usage which will come in handy. I use the internet on my laptop and mobile. I now pay 26.99 per month including line rental - with no delay in cross over. It is for 24 months though and If I cancel it for any reason before the 24 months is up I do have to pay for the remaining months that I am contracted to (hey ho).
    Despite that, if you are similar user to me then I would recommend giving them a call to see what they can offer you.
    Yes my internet is S L O W (get used to the buffer ring if you want to watch videos! but for my usage it is fine (2-3 Gb per month)
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Absolutely dreadful company. Broadband is fast when it works but if you have a fault it will take a week to fix then you will never hear back from anyone at BT. I have been trying for 4 weeks to get in touch with them and no one is responding. Full of rage and leaving for Virgin.
  • Reviewer
    Location
    Melton Mowbray
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Not exactly as promised. Would expect nearer 70MbSec contacted Customer Services, nothing done.
  • Reviewer
    Location
    Attleborough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    After years of sub 5 Mbs speed, and waiting to be connected to fibre (about 300 yards from the house), we installed 4G broadband. We now get 30-35Mbs download, and about 10-15Mbs upload. This may be pretty pathetic for city dwellers but if you live in the countryside you will appreciate that these numbers are high. So if you live in the middle nowhere, like us, it might be worth trying a 4G service. We needed an aerial on the outside of the house, but BT installed that for free, a rare example of good customer service. We pay £50 monthly and are capped at 500GB monthly, but again, having tolerated miserably bad speeds for years we're quite happy at the moment
  • Reviewer
    Location
    Huntingdon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Sometimes it seems like these review forums are just opportunities for people to complain and hardly anyone leaves positive reviews. Well, here is one for a change.

    We've been with BT for some years now and, in the past couple of years, our village has been upgraded to fibre. It is disgusting that this has taken so long, compared to other countries like Canada which laid down fibre even to outlying townships a decade ago, but there you are.

    Since the fibre upgrade and, obviously, the delivery of a new router, broadband has improved dramatically. Best of all is the responsiveness of the BT helpline. You now get to talk to people in the UK or Ireland and they're pretty knowledgeable. Whenever we've had broadband dropouts a quick call has restored and speeded up the service.

    What's more our contract is now coming to an end and I found this site because I was looking for a cheaper deal. It looked like SSE is the only reliable and recommended alternative to BT and I could make a £20 saving monthly by switching.

    I rang BT just to find out when my contract was ending and got talking about deals and managed to make that £20 saving by staying with them for another 18 months. I've also saved another £15 a month by switching my mobile account to them.

    All in all, I'm happy with the BT performance and my dealings with them. Recommended.
  • Reviewer
    Location
    Lancashire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The bt technical team I have had to speak to several times this week, have always been helpful, polite and really are trying to solve my ongoing problem with wifi connection to smart TV.
  • Reviewer
    Location
    Litherland
    Reviewing
    BT
    Date
    Ratings
    • Reliability
      4 stars
    Comments
    I am paying for 8Mb, and on a good day, using an ethernet router/modem can only get 950Kb.
  • Reviewer
    Location
    Dundee
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT are dishonest and made us agree to an 18 month contract without telling us that it was 18 months. They hide this information in order to tie people in. Our tenancy was only 12 months so we had to pay a large cancellation fee(almost £200!). Their customer service are also difficult to deal with. I had no problem with the broadband itself, but it is dishonest to actively try to trick people into signing an 18 month contract, especially elderly or vulnerable people. A company which is not to be trusted.
  • Reviewer
    Location
    Hayes
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    BT has been amazingin both advertised and achieved speeds (currently getting 82/18 on Infinity unlimited), as well as reliability. I have literally forgotten when the last time my internet connection was down due to a fault.
    HOWEVER; a huge caveat is that I'm using my own router. I consider the router that BT offers to be extremely subpar in router specific functions. I'm not talking about wireless signal or USB ports, I'm talking about routing; WAN, NAT, DMZ, internal bandwidth, portforwarding and the stuff that routers need to do! In all of these, the BT routers are not suitable.
    Same goes for their support. It is one of the least helpful and cooperative I've encountered, so it is a great pleasure to me that the reliability of the line is so great as I've only ever needed to call them once in 7 years, and that was NOT to discuss connectivity, but router problems.
    Provided you have your own good router, BT is a dream.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    We moved house 2 weeks ago, was meant to have an engineer come out Monday and no one showed. Partner rang and was told we would get a call Tuesday, still nothing. I rang on Wednesday and after speaking to numerous people I was put through to Josh. He sorted us out, used his common sense and a new broadband box was sent out the next day, which I set up. (An engineer was never needed.) brilliant customer service from Josh.
  • Reviewer
    Location
    Chippenham
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    I made a change of house I took BT, but they started to charge the rest of the old contract, I called and they said it was incorrect, not to worry, 4 months later, I receive a letter from their company of 475 pounds debt recovery, and I'm still a customer. In addition to being incompetents,they are liars.

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.