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 4480 customer ratings since 2021-01-26 (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.

3,211 Customer Reviews over 81 pages

  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible on all levels. Had a multiple problem with the service. Unprofessional customer support, after making multiple complains about the broadband I had to book a technician who never showed up. Definitely the worst internet provider I ever had. Would not recommend to my worst enemy
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hindsight, they say is a wonderful thing. Had I read the reviews before deciding to try BT I would never have agreed to a contract. At the moment I am two weeks without internet. Thanks to a neighbour I'm using their internet. If possible I would give zero stars to all of the above. I spent over an hour on the phone trying to speak to someone on Wednesday and when I did get through I was told I would be getting a call back on Sunday, that's tomorrow for an update. When I contacted them over two weeks ago about an engineer calling to investigate the problem I was sent a confirmation email from BT but two minutes later a second email was sent telling me that there was a delay so they couldn't give me a time when it would be addressed. I won't say fixed because I can't see that happening. I may just have to cut my losses and ask for a disconnection. I'll probably pay through the nose for it but at least I can try another broadband company. Maybe someone more reliable. I see positive review here but to be honest I think they must be from BT staff either that or someone who is being paid to write imaginary reviews
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service up to 40 minutes on the phone to get through. Complaints do nothing and got charged for a month that my Internet didn't work.

    Will not use again!!
  • Reviewer
    Location
    North east
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was having problems trying to switch over to BT from virgin (virgin is excellent but a little pricey) Tried to contact customer service and had nothing but hassle. It felt like they were not bothered about me switching to them. It got to the point where I was so frustrated with them that I put the phone down and I will now stick with virgin and not be using BT. They are not worth the hassle.
  • Reviewer
    Location
    CRAYFORD
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    0 is the correct sattisfaction and reliability. I chose BT because of the brand....big mistake. I did the same with Virgin, bouth rubbish network providers in my area. I have 3 childreen and i use internet quite often, even with my CCTV, and dorbell with camera. The internet it is realy not working att all, i have the round hubb what they bragg about but it is only for disighn....not pleased at all and i canceled the contract. I have 40Mb minimum and 18 MB upload in contract but the speed is much less,nothing is not working, fault after fault, youtube is not loading, they talk to talk but dont chose BT...contract for 40£ a month and no good internet?????? What a joke,!!!
  • Reviewer
    Location
    Ilkley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Drops in speed all the time. Zoom calls cut off regularly. In these times of home working we need a more reliable service. When my contract tie in ended they quickly bumped me up to £40 month even though the same package for new subscribers is £26. We are living in tough economic times but BT will still happily rip you off.
  • 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
    Cambourne
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    If you're thinking about switching to BT broadband because of the BT reward card incentive then beware. They seem to be making it difficult to claim this, despite them claiming it should appear automatically on your account.

    My own experience was that the reward card never appeared on my account. After contacting live chat to enquire about this, the adviser said he could not transfer me to the relevant department and told me to phone instead. This would have involved wasting more of my time because of the long waiting time on the helpline.

    A quick Google search of 'bt reward card', and filtering by the past month shows lots of people complaining about not receiving reward cards, showing this is a current widespread issue. So unless you're prepared to waste time chasing this up, then don't expect to get the card.

    The broadband itself has been excellent. I'm on a FTTP connection which is fast and reliable. It's just a shame that this experience with the reward card has soured my opinion.
  • Reviewer
    Location
    Sevenoaks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I get 73 Mbps download and 18 upload on BT Fibre 2 package. I am lucky being just 120m from the fibre junction box so the copper wire last leg is relatively short. When things go wrong (about once a year - usually the service suddenly slowing down or needing frequent modem reboots) BT support has always been very fast and efficient. If they cannot fix the line remotely, an engineer has always arrived within a couple of days and the latest modem sent by post - all at no extra charge. You don’t often hear this... but I think the BT service is excellent.
  • Reviewer
    Location
    west yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    well well BT i have to constantly contact them. their advert says 1 disc runs the house or 100 pound back. i have 3 discs and they dont work(all this in 2 months )everytime i contact im in chat for over 4 hours they go round in circles and help with nothing
    they pass me on to several people including managers (i dont think ) they avoid paying the 100 at all costs like their life depends on it so FALSE ADVERTISING im tired beyond words of this company and no offence to anybody but why cant i talk to a english person why do i have to be talking to people in INDIA when at the end of the day theyre called BRITISH TELECOM, tired of it all wish id never joined ive dealt with bad companies but these are the worst DO NOT UNDER ANY CIRCUMSTANCES JOIN BT (british telecom or should i call them IT (india telecom as sinse joining theyre all ive had contact with WHY?WHY?? why cant i cantact people in england surely it would work better
  • Reviewer
    Location
    Watford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I thought paying top whack prices would equal top whack service,reliability etc - it doesn't - looking at the reviews you are just as likely to experience slow speed patronising unapologetic customer service providers as you are paying half the price of BT - I am swopping to a cheaper provider for what I imagine will be the same poor experience but at least I won't be paying 50 quid a month for it
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Such a terrible provider, download speed always fall short of the stated speed (e.g the stated speed was 11-13mb, and I am constantly receiving speed less than 5mb) and the pings are always spiking (varies from 30 to 500). The worst is that the slow wifi plan is even more expensive than some of the optical fibre plan provided by other competitors, I had no other choices as there is no optical fibre in my area. If you have other option BT should be avoided at all cost, extremely terrible.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Have recently moved home and simply wanted to move the service across, but this seems to have been an unnecessarily difficult process for BT. Have had multiple orders cancelled for no reason over they last three weeks, which they cannot seem to stop doing. They say they will call back to sort out, but never do, resulting in me having to call them back. Previously the broadband had a tendency to cut out at least twice a day. It takes a good while to get through to any customer service reps, and even when you do, whilst they are pleasant enough they can rarely solve your issues there and then. Don't even think about asking for discounts for inconvenience, because they won't even consider it. Have been a loyal customer for a good while, but enough is enough and it's time to move on.
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful awful awful. Two weeks with no internet. Engineer supposedly came - no change. New modem sent. No change. Back at square one after two weeks and now have to wait yet another week for another engineer. Been told I cannot cancel contract unless BT fail to provide a service for 90 days!!! How can that be fair? They can fail to provide internet for three months yet I must still pay. Disgusting. Can't wait to leave...
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Comments
    Tried joining BT but they cancelled our order for no reason so now we have to wait. Customer service trying to deal with their mistakes was appalling (happy to try and sell you extras but unable to rectify basic problems). Would not go near them.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Reliability
      5 stars
    • Speed
      5 stars
    • Customer Service
      5 stars
    • Satisfaction
      5 stars
    Comments
    BT is good . Fast and good internet to my house ! Everything about it is good 100% would recommend to anyone
  • Reviewer
    Location
    Manchestrt
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Router broke asked for a new one was told they need to send engineer i was like but its the router they where like muh engineer so engineer comes out and says its your router heres an £85 charge robbing scammers
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company by far. Slow WiFi, slow internet, poor customer service. With our plan was included a free TV which never arrived!! When we complained they told us they couldn't do anything!!! And for last but not least we paid BT Sport and it doesn't even include payperview. What can I say? Don't sign with this company, it's a scam, big, big scam.
  • 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
    whitford,Holywell
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt came to transfer our broadband from plusnet, but managed to mess it up and we have now been left with no broadband and no phone for the last fortnight with another fortnight until they will come out again. Where we live we get little if any mobile connection and rely on the broadband for work. Although after an hour trying to rebook a new visit they have behaved very badly making us wait for a month for something they did.
  • Reviewer
    Location
    London EC1
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Our Fibre Optic box shared with other occupiers of our small building in London EC1 was isolated as the probable fault as to why only our office and no one else in the building had no internet. Monday we made contact. It was almost certainly a switch that needed to be pushed at Open Reach's end but they could not do this without a job no. This took 3 days to organise. The engineer then arrived late one afternoon and did his best but could not determine the fault and had to return to another job. It turns out that it ialmost certainly is the OR switch and we hope after over a week without internet , it will soon be fixed. Meanwhile, we installed a Vodaphone 5G system as back up-even if China can allegedly interfere with this! It seems to be performing better that fibre optic so we we may ditch OR. I hate poor service as my busibness would not survive if we gave this so I happy to ditch OR and never depend on them again at the first opportunity-JP
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved into a new build property in July 2020 and as an existing customer signed up for their 'easy' home move system. All communication up to our move date was positive, orders confirmed etc. and 3 weeks notice was given. No internet on the day following move in so contacted the customer service team who said the line could not be activated because of a records issue. This was the company line for 2 weeks (we still were without internet during this time). After two weeks the internet started working but was not at the speeds we were paying for. I called numerous times and spoke to numerous people, each one as clueless as the last and it took these two weeks for BT to acknowledge it was there error and apologise!

    I was subsequently told that BT would need to re-order our broadband and phone which would take a further days to organise and then another 3 to process the order. This was due to happen on August 10th. I then received a call saying that the order had not been actioned and that we would have to wait another week. This issue is still ongoing and BT have seemed to be uninterested in resolving for us. We are in a new build property so are unable to move to another provider and this is clearly why they do not feel any pressure in finding a resolution.

    I cannot stress how little I would recommend this company. Throughout, I have had to chase and clarify details at my own time and expense and was also still issued with a bill during this period without internet access. This was only refunded after I raised this as an issue.

    Terrible processes, terrible customer service and seemingly a lack of interest in getting our issue resolved within a timely manner. Save yourself stress and inconvenience by choosing another provider.
  • Reviewer
    Location
    Crediton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give 0 stars for speed I would. We live in a rural location, HOWEVER across the street from us there is ultra fast broadband. We cannot get access to it because we are on a different exchange 2miles away. This means we get 2mbs while my neighbours enjoy 800mbs. We are all working from home these days and are utterly dependent on good broadband. BT does not care and will not help. I have spoken to them for 4years consistently trying to find a solution. Our jobs are on a knife edge and if we do not get better broadband soon we will have potentially lose our jobs and home. Tell me BT how do I explain to my 7 year old that daddy and mommy longer has jobs because of bad internet.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    Comments
    Awful service! AVOID ! I was waiting for their engineer for all day which never turned up. At the same time BT bombarded me with warnings that missed appointment will cost me £130! It seems my time does not cost a penny ! To resolve a problem it takes 40 minutes of holding and listening their arrogant music. The problem never gets resolved from the fist attempt. What a shame! If I knew, I'd never sign contract with BT.
  • Reviewer
    Location
    derry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    absolutely great wifi speed, with my old provider i was getting less that 1 mb/s and now with BT im getting around 125 mb/s
  • Reviewer
    Location
    Faversham UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Three months no service this year (2020)
    Five days after finally fixing the latest fault BT inform me my line is due to be ‘taken over’ by someone else.
    Despite informing BT this is incorrect and being assured the process will be halted...BT end all my services. They then bill me £555.23 for cancelling my contract early!
    Empty apologies, unable to reconnect without taking out a new contract and ignored calls.
    Now failed to meet a promised call to discuss ‘my complaint’ (!)...

    Truly truly awful. Please go elsewhere, this company are beyond self help

    PS. I couldn’t give less than one star sadly.
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't use BT if you live in central Birmingham. The broadband is terrible. I also had several issues with them when I moved apartments. I moved in the same block and they couldn't fix my connection issues. They made me wait 9 months after which I gave up and ended my service


    Also they have absolutely awful customer service. You wait a good 20 minutes on the phone only to have no help until you threaten to leave their service. Complete waste of time and money
  • 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.
  • Reviewer
    Location
    Swindon
    Reviewing
    BT
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    This has been the worst customer service I've ever received not only from a broadband provider but also from any service in any industry!!
    Shocking lack of communication and always lying to their customers. Took them 33 days to fix a broadband fault!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shamobolic customer services, different excuses and story everytime I phone.

    Given up trying to work things out, logged issue with Ombudsman.
  • Reviewer
    Location
    Balmedie
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with BT for far too many years and we have to keep calling about the same issues :( they can't even get our name and address correct. Diabolical Customer Services and never a person whose first language is british. Want stress free... don't go to BT
  • Reviewer
    Location
    St Clears
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Un reliable broadband service which can only be guaranteed if you pay the extra cost of having a 4g router as a back up when the broadband fails. Usually 3 or 4 calls to 151 to get an engineer to your home who leaves saying there is no fault at the premises and has to investigate at exchange. Not happy with a service that costs a considerable amount more than competitors. I thought by using BT I would get a premium service as they owned the copper and fibre cabling as well as local exchange premises and hardware. Not recommended by me, as an experienced BT customer.
  • Reviewer
    Location
    Brighouse
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt just don't want to listen to their customers. They make promises which they cannot, and do not, fulfill. Getting to talk to a manager is harder than getting blood from a stone. If they actually did what they say they are going to do that would be a change for the better.
  • Reviewer
    Location
    Orpington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately I'm unable to judge the speed or reliability of the broadband as I've been waiting since February for it to be installed and it's still not done.

    Whilst I appreciate that there were obviously issues during lockdown, I had 3 appointments cancelled pr lockdown and have now had a further 3 since things have reopened. If I have the misfortune of having to contact BT, I'm usually kept waiting for about an hour until someone finally answers. 9 out of 10 times the person that I'm speaking with is unable to solve my problem so tells me that someone will phone me back. Nobody ever phones back. Last week I finally grew tired of it all and told the person that I was speaking with to cancel the order, to which they replied that there was nothing to cancel as there was no order in place! You really couldn't make it up.

    To anybody who reads this and the other countless negative reviews for BT yet is still considering going with them, please consider using another provider and hopefully save yourself countless hours/days/months of frustration.
  • Reviewer
    Location
    Banbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Quite possibly the most incompetent and shambolic customer service I have ever experienced! 6 phone calls and 12 hours of being on hold and passed about and we have now moved into our new home a month and still no broadband. They are completely useless! Would go elsewhere except we are still on contract. Biggest mistake ever, wish I had stayed with sky and that is saying something.
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Poor signal strength, only good when in the same room as the hub. Even then the signal strength fluctuates. Rude and abrupt customer service staff calling to ask why I'm switching to another supplier. Won't be returning.
  • Reviewer
    Location
    Doncaster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I may as well put my monthly bill money and burn it. BT are worthless is almost everything they do and offer. From day one it has been slow and broken without any response. Small print prevents me from taking action and with a completely unusable service I am stuck paying for something that’s terrible. You should be ashamed BT but I’m sure you already know this!
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hopeless! I would be embarrassed to be part of an organisation that promises so much yet delivers so little. Unreliable Broadband signal and speed; promised 4 years ago we would definitely get Fibre - and still waiting; engineer comes and everything works for about 48 hours then starts to collapse again; there's always something that's not working as it should. With all the technology available, and given how much we all rely on it, Broadband / phone line should be as reliable as water and electricity .... but it never will be as long as BT have the monopoly. Can't wait for contract to end so we can move somewhere else (even then their antique copper wire will no doubt still trap us).
  • Reviewer
    Location
    Harrogate
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worthless. 1hr wait first time, 1.5hrs seconds time. Promised £50 credit. Never appeared bloody worthless. Got about 5 channels only, not even main channels.
  • Reviewer
    Location
    Wooburn Green
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really poor customer service. Considering that they are a communications company you would expect a certain level of competence, but they don't seem to be able to communicate with themselves, let alone with their customers. To save you a world of headaches, please steer well clear of this company!

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.