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
    Kilwinning
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Had BT for 2 months now, had several issues, slow speed was the first. Guaranteed minimum speed of 32Mbps, any time i run a test with nothing else connected but my laptop, i'm lucky to get anything above 22Mbps. Phoned BT, customer support was good and attentive, they identified a fault, the BT engineer came out, and was receiving above 30Mbps. Four weeks later, it keeps dropping out, reported again, there is another fault with the line, speed is slow again. Waiting on it to be 'fixed'. Not holding my breath that it will stay fixed.
    Also you should note, that with my previous broadband provider, the router where it was placed offered a solid wi-fi signal throughout the house. With the BT router, in the same location, the wi-fi signal is very patchy. This can only be on purpose to encourage you to spend additional on their wi-fi extender at £100 each.
    I will be considering my options over the course of the next couple of months.
  • Reviewer
    Location
    Thetford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could rate 0 stars I would.
    This is the first time I've EVER wrote a review about internet providers..
    BT is horrible from the service itself, to the support "they offer."
    *AT LEAST* twice a night, my router will turn off/disconnect broadband randomly during movies, games, etc.
    There are no reports of outage or weather problems. Just an awesome added benefit you purchase along with your package.
    Aside from when the actual service deciding to work on it's own will, you will not get what you pay for. Speeds are fairly reduced from the actual amount (and package you believed to have had) to pay.

    To sum up this review, save your time. Save your money. Save your countless frustrations. Find a different more reliable service before you're stuck like me!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt is a joke, not funny.
    Very bad internet company.. they take more than two weeks to send an engineer to install the broadband, then he doesn’t show up and they give you another two weeks to wait.. Awful customers service, they don’t know how to deal with problems and people. I wouldn’t suggest it to anyone. I’m using it only because if I don’t I have to pay a year contract anyway, but it’s taking almost half a year to get my broadband working so... choose something else, anything.
  • Reviewer
    Location
    Brighton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying for fast speed get just 12.5mb its appalling,and you cannot speak to a person to get resolved.
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service, kept on hold for half an hour each time to then be told there’s a fault and your internet will be turned on no later than midnight tonight. Check the internet the next morning, still no internet and repeat this process every day for a week! And guess what, still no internet and still left on hold for half an hour when you call!
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful - don’t go with this awful company! They do nothing but lie, cheat and make up excuses. Do not give them your time or money
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service i have ever experienced.
    They can change your plan without telling you. They renew your plan without telling you. Then they tell you your "discount" runs out then extends your contract past this point and then double your prices.
    The manager that we spoke to was argumentative, withholding information and rude.
    Ill never use BT Again.
  • Reviewer
    Location
    Grange over sands
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just had my final bill come in. I have been a customer of bt for the last five years and never missed an expensive monthly payment. My final bill is a criminal £307 that is literally just my cancellation fee! Won't ever be using BT again
  • Reviewer
    Location
    Harrow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most horrific broadband service I have ever known. If you’re reading this then please don’t frustrate yourself further by joining BT broadband. It never works especially on weekends when it’s required the most. I have made the biggest mistake by joining them. They have also been overcharging me every month and when I complained nothing happened. I’m being charged £4-5 every month on my bill even though I’m on a fixed contract. When I rang up to enquire they told me we have increased it while I was in a contract fixed at the outset ??? Here’s the thing it NEVER works
  • 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
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Absolutely horrible. Always disconnecting
  • Reviewer
    Location
    Solihull
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I am pretty sure that some of the less favourable reviews are concocted by other broadband companies to put you off using BT. Maybe I am one of tjhe ucky ones, but in all honesty I have had excellent servic e from BT. The only time I had to have an engineer in, was because of my own stupidity when making connection between the PC and router. I have found over the last seven years that the broaDBAnd has NEVER failed, that the speed is most satisfactory and the price is admittedly high, but it's the old story- you get what you pay for.
  • Reviewer
    Location
    Lancashire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very flaky broadband, difficult to report due to lack of customer service. Phone line does work sometimes! Would not recommend
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Is there a worse company than BT? I placed an order and had confirmation of it two weeks ago. It was supposed to be activated today. Having heard nothing I rang them this morning to see what's going on. Apparently the order HASN'T been processed because Openreach think there are two lines into this property. There aren't. They don't know the number of the phantom line and didn't bother to contact me, they just did nothing. Absolutely lousy service. I'm thinking I've dodged a bullet.
  • Reviewer
    Location
    Newmarket
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really stay well clear of BT completely the worst company to deal with . I have been informed that Sky are more customer friendly , BT staff do not care completely unfair have had issues since 13th December 2019
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Worst company ever. They were charging me £45 a month for a 10 Mbps connection. I was asked to make a 24 month contract to reduce the price to £25.99. They had no problem with me not being the account holder (my partner is). As soon as I asked to cancel the account to altogether and get a refund for the last months unreliable and expensive WiFi they said they can’t talk to me because I’m not the account holder. What a joke. There are definitely better companies out there. Do your own research
  • Reviewer
    Location
    Portsmouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I spoke to a guy called Lewis, From Newcastle, he helped me when I was moving my broadband. I've had some good customer service before but he's definitely up there at the top! Incredibly helpful. I know sometimes I'm a little useless and he was so patient, reassuring and explained things very well. Also amazing personality, it was like talking to an old friend. I really hope this finds him because everyone needs to be recognised! Straight out brilliant man (if you do read this Lewis, I got some savage girlfriend points! Flowers and everything! Sad right! Haha) thanks again!!
  • Reviewer
    Location
    Huddersfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely trash, crap upload speeds, crap download speeds, constantly disconnects and not to mention customer service is as about as useful as a chocolate teapot. Avoid BT like the plague not worth the money.
  • Reviewer
    Location
    Vale of Glamorgan
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had issues with their broadband almost from day 1: speed, reliability, dropping out, buffering.... Speaking with customer services is soul-destroying. They are rude, unhelpful and will not accept responsibility. Avoid avoid avoid.
  • 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
    Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I do not actually have BT wifi myself but I am a private live I carer and any client I have gone to that has had BT wifi there is always issues with the speed and reliability of their wifi. I think I have had more than 10 clients with BT and every single one has been such a hassle that I just use my phone data. Stay clear of BT as they are useless!
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Sold superfast upgrade. Once signed up BT had failed to check if they could provide service. Now waiting for upgrade of line and points. No date given for completion. Sharp selling and poor service. Do not hold your breath.
  • Reviewer
    Location
    Kent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Just a quickish compliment. Recently swapped back to BT from EE. EE was very good but in researching to get my bill down, I found that EE were about to cease their replay TV box which I used a lot. The EE call package was better and their TV box, I found better than Youview. Nonetheless I got a slightly better monthly price with which the new installation included fibre to the door and hub plus the 'complete wi-fi' disc package. The whole kit send, hook up and installation (about £39) was all trouble free and on time. I got near max (38MB/sec) speeds almost immediately. The first install only had one disc but I had a few weak spots and phoned up to get the other two they allow (they sent one at a time but that was fine, it gave me a chance to trial two only). I still had a bit of an issue in two spots in the house with two discs (three floors and a lot of metal) but now with three discs I have 36-38 everywhere including in a shed that's about 12 feet from the house (wi-fi signal has to punch through walls and windows plus wood of shed). All in all I have to say I'm very impressed.
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We carried out a community funded project on our estate for over 400 residents to receive FTTP capabilities. We worked alongside BT, being made multiple false promises by their marketing team. As soon as the connections went live, they ceased all communication with us, and when customers had to complain about service, they were not interested at all. Worst display of customer service and lies from a large company I have seen for a long time. Zen is definitely now our preferred supplier.
  • Reviewer
    Location
    Cartmel
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have had BT broadband for the past 5 years at my current address and am paying £52 a month for super fast broadband 1 which is far too much. Went on the BT website and found that new customers can get the same service for £29.99 and then £37.99 after 24 months. I phoned them up to 're-negotiate' a new contract and was told that was what was agreed when I took it out so they can't give me a better deal. I told them I will leave if that's the case so she 'spoke to her manager' and said they could give it me it for £45.99 a month - still £8 a month more than a new customer once out of contract.
    I've signed up for this price as I've never had a problem with the speed/reliabilty etc and looking at reviews for other providers they all seem worse than BT (unable to get Virgin in my area.)
    It is disgraceful that a loyal customer should have to pay more than a new customer though.
  • Reviewer
    Location
    Essex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered on the 2nd December, engineer turned up 16th December then never heard anything back until I chased new year. They missed 4 appointments in a row, explained situation and why was important to be done by a certain date.. still not kept to date so was forced to cancel order. If that was the start of a new customer I was fearful what would happen if I had an actual issue. not pleased
  • Reviewer
    Location
    Green Hammerton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Being fobbed off completely how rubish is this company

    My partner have got them for broadband broad band was fine for a few months then they started cutting us off before the bill was due to be paid then after we paid it on the day it was due the broadband started to go funny my partner rang them up and they said that it's because it's under the stair case and because my partner has a ps4 on the wifi and some phones on the wifi which is exactly the same as when we started off so the sent a wifi booster so we can hard wire the ps4 which by the way seems a bit weird in how its set up we set it up and ps4 doesn't work hard wired plus the box then turns amber and doesn't budge and then my partner rings up about 7 times and the whole time they keep hanging up on him then we manage to get someone to stay on the line and he's now saying that we have to put everything back to where it originally was as you can't hard wire the ps4 the way we have been told
    does anyone in that company know exactly what they are doing at all because to us all it doesn't seem like it which means there shouldn't be a bt company anymore
  • Reviewer
    Location
    Southport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had some issues with customer service in the past but picking up the telephone to call someone will get you much better service than live chat. Reliable service and speed. My price went up after 18 months but a quick phone call telling BT I'd found a better offer elsewhere and they brought my price down by more than half price a month. Highly recommend.
  • Reviewer
    Location
    Oxford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse decision I've ever made! I thought I was changing for a better supplier but I was complete wrong. Don't be silly as I was and join BT. They're just money takers and you will regret your decision. I have now two internet suppliers as BT never works!
    Advice? Go Virgin! Best you can find.
  • Reviewer
    Location
    boyle
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SOLD US FIBRE THAT DIDNT EVEN EXIST,CLAIMED WE HAD ACCESS TO IT IN OUR AREA....Without doubt the worst customer service ive ever experienced.Calls and emails completely ignored.My company took case to communications ombudsman and had all 6 issues upheld.You would never in a million years believe a company of this magnitude could get away with level of poor customer service.the sort of experience youd expect if you bought broadband of Del boy and Rodney.AVOID AVOID AVOID
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    There is direct fibre optic to premises where I live - BT of course (monopoly).
    The max speed offered at my address is 350 Mbs / 50 Mbs.
    I ordered Super Fibre 2
    which is 74 Mbs / 20 Mbs. I achieve 10 Mbs upload and BT says there is nothing they could do about it. This is how they screw customers at address where they have monopoly. I would never join them if I had a chance to choose other provider.
    HOW CAN THEY OFFER 50 Mbs upload at the address and they can't provide anything above 10 Mbs?? I will never choose them again!
  • Reviewer
    Location
    Ely
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most incompetent company I've ever had the displeasure of buying from. After attempting to set up a fibre broadband package at my new home, I was informed on my activation date that the original order wasn't even actually confirmed due to human error. I then attempted to set up my broadband package again. Two weeks later, on my new activation date, I was told that the order had been cancelled moments after I placed it despite the fact that I had not been informed and had made two subsequent calls to check on the order where I was told it was processing. It turns out they had tried to take over my neighbour's line instead of the deactivated line because, for some reason, when confronted by two active lines and one deactivated line, they assume one of the active lines is the one I'm attempting to set up broadband on. I'm currently sitting on my phone being told by a BT rep that they won't be able to honour my original deal now for reasons that can only be summed up as "we don't want to do it anymore", even though the only reason I don't have broadband at the original price is because of their own incompetence. I will never buy a BT product again and any BT rep I see standing on a sidewalk during a rainy day is getting splashed.
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Appalling lack of clarity when getting broadband installed. I ended up taking days off work to wait at home for engineers that never turned up.

    Please I urge anyone reading this to never get BT internet
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They allowed a takeover to take place without informing me about it and tried to charge me a cancellation fee. I was then promised priority re-connection which was a blatant lie, I was promised to be reconnected by a specific date which was also a lie. A code of ethics is missing in BT. Trying to charge me for their mistake (proof: text message informing me of the takeover came a day late and the letter was dated a day after my internet was disconnected), lying blatantly to my face, what kind of business practice is that? During the whole process, it took 3 different reps to actually get an apology for what happened, they made absolutely no effort to compensate me in any way for my inconvenience. In fact, Instead things kept getting delayed and I had to argue to get a refund done for the part of the month I paid and didn't use. In conclusion, if you want reliable service, professional and courteous customer service and ethical approach to situations, believe me when I say, BT is none of those. Do yourself a favour and go with literally anyone else. You will save yourself a headache.
  • Reviewer
    Location
    Liverpool
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    God awful people and a god awful service. They add hidden charges in to your bill but will never ever tell you what the charges are. When you ask one of the idiots at the help centre they can never, or will not tell you what they relate to. Ask for a full breakdown they will send exactly the same bill you are questioning. Be warned, you will never know what you are paying for. Don’t use this company.
  • Reviewer
    Location
    Cupar
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Very disappointed with BT 's customer service and broadband speed.
  • Reviewer
    Location
    Droitwich
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The broadband is okay but it does drop out. What really bugs me is their dishonest practices. I rang to say my broadband was not giving acceptable speeds and they said I should have been sent a new hub the last time I upgraded. They agreed to send it out free of charge. What I didn’t realise was that they renewed my contract at the same time - signing me up to another 18 months. They added Sky Sports, some HD thing which were free for three months and then started charging me. None of this was discussed on the phone. Due to some family difficulties, I didn’t check for a few months. By which time my bill had gone up from £27 to £65 a month. I called them and after TWO hours on the phone I got the sports and HD stopped and refunded. They said they could not listen to calls that were longer than six months ago. That they refunded me as a gesture of “goodwill.”
    But I am still tied into a contract for another year. I will then leave as I find this kind of sales tactic unacceptable. I got the impression they are well aware of their dodgy dealings and the line “we can’t listen to calls made more than six months ago” is a well-used get out clause from admitting their dishonest sales practices. Shame on you BT. No wonder they don’t have Facebook reviews activated!
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've been at this property for approx 4 years. for 3 years and 6 months, the connection I couldn't complain about. approx 12Mbps, but it worked. probably dropped connection about once per week. either wifi dropped, or hubs connection to the net dropped. no real problems.

    for the past 6 months (second half of 2019), the speed has gone up to 20Mbps (which is nice) but my connection has been dropping, probably up to 5 times per day, either wifi, or hub to net. it is starting to get slightly irritating. websites will stop responding for no reason, 5 second delay, then "no internet" message. wait 20 or 30 seconds and it usually comes back. I haven't contacted customer service about it yet.
  • Reviewer
    Location
    Cambuslang
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Cant run more than 2 xbox ect.
    I have bt best broadband £80 a month. It rubbish
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Comments
    Bt is the apsolute worst broadband provider I have ever used, internet is slow and cant even get a connection 2 feet away, 100% not worth the time or money

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.