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
    3.3 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 2116 customer ratings since 2021-12-04 (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.

3,360 Customer Reviews over 84 pages

  • Reviewer
    Location
    Chichester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The main problem with BT is their appalling customer service. It is very difficult to find anyone to contact and wait times on their helpline are a minimum of 45 minutes.

    This week I tried to report a fault via their SMS service; I was told that someone would contact me and heard no more. I then reported the fault via their automated troubleshooter and was give an appointment date. The engineer didn't show up and then I got an email giving me a visit date in a further week's time. That's an afternoon wasted.

    Unfortunately I'm still in contract, but will be moving once that expires.
  • Reviewer
    Location
    Gloucester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have the gaming WiFi package and can't even game, constant lag and when it is OK get elastic banding all the time. When I go to resolve the issue BT claim its not there wifi and the games servers itself when I know that's not the case.
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    paying for 500 Mb and only getting 0.09 on download. A bit more on upload but still ridiculous speeds. They don't offer compensation and act like it's your fault. The staff are rude and untrained.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Poor. Customer service is dreadful, connection doesnt work in the rain. They say its your fault when its their own, they say youve told them the problem is fixed when it isnt, and you havent. Can only get through by holding for over an hour. Joke of a company, same as EE so avoid both at all costs, had problems with mobile also but thats another story. Havent found one i can recommend yet though.
  • Reviewer
    Location
    East Grinstead
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have had a fault on our telephone line for 15 days now and bt still won't come round and fix it they will not answer the phone and they will not ring you back. Worse company ever
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give zero stars I would. Without a doubt the worst company I have ever worked with. Not only did we have 5 engineers need to come to fix our wifi, two times people just fully did not show up without explanation or telling us. We did not have wifi for over a month and they did not care at all and did nothing about it. Seriously the worst customer service, worst service, and worst company. Will forever tell people how bad they are.
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is 2022 and the best they have to offer is 1mbps download speed. There are villages in Africa with no clean drinking water that have better wifi than this. Stay as far clear of them as possible.
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking. My new broadband was supposed to be activated yesterday. Still waiting! Called them back up and apparently there is a “fault”, and will have to wait 48 hours for it to be resolved.
    Missing out on 3 days of work and wages because of these absolute idiots. No compensation, nothing.
    Never go with BT.
  • Reviewer
    Location
    Newark on Trent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Quote a lot of interrupted internet connections.

    They will also charge you extra for leaving a few days early from your contract, even though you've paid your contractual obligation.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst companies I have ever dealt with all they want to do is ripe people off. For 2 weeks rubbish tv& broadband they have charged me £697.48 Anybody thinking of going with them should think again

    Just seen they actually change your review before putting it on their page what more can I say about this company.
  • Reviewer
    Location
    Rippingale
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered full fibre broadband on 24th august still awaiting for connection after 9weeks -had several visits by openreach each time they didn’t have right people to do next job so had wait for another 3 weeks for final connection on day they didn’t turn up or confirm there issue with appointment and now they can’t give me another date for final connection really poor service !!!!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Useless customer service. Tried to call two times to understand why they are delaying the activation of my broadband. The first person couldn't understand anything I was saying and hang up without saying anything, the second one kept me 40 minutes on the phone and did nothing but saying they are busy and to stay on the line with him. I'm shocked, didn't even know such things could happen with a big company like this
  • Reviewer
    Location
    Ceredigion
    Reviewing
    BT
    Date
    Comments
    In the little time we have been with bt, it's been completely rubbish, got 150meg plan out with call package only to be charged for all our calls, then they told us you should have read what your getting, on top of the ultra unreliable Internet with max speeds of 30meg down to 2.8meg. Got 4 phones off them which only worked intermittently. Everytime we spoke to the technical team there advice was to spend more on products to try and make it better. I put 1 star as I can't leave minuses.
  • Reviewer
    Location
    Hampshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT are a total joke. Terrible company incapable of providing service to our area - repeatedly setting up new accounts and then cancelling them because they couldn’t actually provide a service. Useless. Stay well clear.
  • Reviewer
    Location
    london zone 1
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lucky to get 3-4mbps sustained download speed in zone 1 london (SE1) - but don't get that during peak times - paying 35gbp a month - can't believe that BT can sell something as sh1t as that in 2022!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Leaving this company is impossible. Only way is to call them on phone lines that are busy for more than two weeks now. I ordered bag to return router before I managed to cancel my broadband. Can I just block my direct debit towards them? Will they be awful enough to go after me cos I couldn't leave?
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid like the plague. Sky and Hyperoptic so much better.
    They said I didn't send back my router when I did and then had debt collection agencies hounding me - I have never in my life missed a bill and to then be hounded with no contact from them. Disgusting. Go anywhere else possible
  • Reviewer
    Location
    Greater London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I placed my order on the 15th July for broadband after being assured 'Good News - we are in your area!' 3 months later I am still waiting. BT are unable to assist with any forward movement as they tell me its in the hands of Open Reach. If I lived in the middle of nowhere, I might understand, but I reside in the thriving metropolis of Greater London! Tried calling AGAIN today for an update, but the queue wait is 30 mins to speak to a human - what is going on? Super friendly customer services team, but no escalation and no follow up - what a shambles!
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Trying to get an install date is frustrating. Been let down 3 times. No communication, they just don't turn up. Spoken to some very unhelpful people who in the last ones words said 'It is what it is'
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT unbreakable is a scam, had multiple technicians come out, even replaced every devive in the house, it would work for a week them go back to constantly dropping out. Even with sending out multiple technicians, they have nothing on their system because our internet was not comstantly down, so they never logged it as a fault.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I will never use BT for broadband again, no matter what offers are out there. Tried to con me into another 2-year contract for moving house, and then after I challenged them it was a mandatory 1 year for moving house. The easiest decision ever is to move to another provider and just pay the exit charge. Then comes the con for returning the Hub. I sent the Hub back on the same day I received the return package. And 1 week later get a notification that they haven't received it and I may be charged £50. And that it can take THREE weeks to process returns, but don't worry you'll be refunded (at BT's leisure) if charged and then the return is processed. It's a joke and unethical to take money off people when you've deliberately slowed down a returns process.
  • Reviewer
    Location
    Tipton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    DONT use thriving conning bt I have had no internet it keeps cutting out and how many things have I got on WiFi 2 it has just made me ill what do BT say internet is fine yet I have company saying internet is useless BT don't care they are benheaf contempt were is there morals
  • Reviewer
    Location
    High Wycombe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The above (terrible) ratings relate to the BT/Openreach combination.
    My broadband has been slow & subject to drop outs for a very long time. BT keep sending me texts pointing this out (as if I didn’t know), When I respond, I get the same pantomime every time. They test the line and confirm the issue. An Openreach engineer appears a week or so later, you’re told 8-1, you stay in all morning and he always appears at 5 to 1, meaning you’re in all day. He tests the line and also confirms the fault. He has no access to any info on what’s been done before, though, each new guy starts from scratch. He disappears for a while, I assume he does something. When he leaves, optimistically saying he’s found and fixed the fault - it’s still there. New text arrives, rinse and repeat, for over 3 months. You can’t try to address these Openreach internal comms problems yourself because you can only speak to BT, and their opps just mechanically work to a script. All they can do is call out another engineer. There is no A team for difficult to fix faults. There is no escalation process. Terrible, terrible (dis)organisation.
  • Reviewer
    Location
    Swansea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    As I’ve not had any proper broadband from BT since I signed up in June I can only say it’s an appalling company. Had years of fine broadband from Sky but decided to sign up to BT offer - biggest mistake I ever made - I’m in a street with the broadband link a few feet away and after nearly six months still no connection from BT who constantly blame Openreach and have effectively washed their hands of me for months - avoid BT
  • Reviewer
    Location
    N.Ireland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet. Would rather throw money into the toilet than give them anymore. I want to know in what world is their Fibre any good, it’s worse than dial up for Christ sakes - atleast the only time I was disconnecting was due to someone answering the phone now it’s multiple times a day.
  • Reviewer
    Location
    Edgware Road London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    To share BT has the worst customer service one could have. We waited for 17 days, without Wifi for an engineer to come and fix the problem. When he came today, without resolving he left, telling that the router needs to be changed, will be sending one in couple of days. The fun part is engineer didn't even come with a router. He should have been prepared with all the tools and equipment to resolve the problem, but he didn't and than they charge hefty amount for customer service. BT is really disappointing.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Finally reached end of contract with BT. An expensive mistake made on returning to uk after living away for a decade. Bt tv is woeful. I managed to cancel this after lockdown. They went all through lockdown with no live sports then increased the price as soon as live sport started. The equipment is terrible and their prices continue to rise, I guess in their minds this will compensate for all the people dropping them.
    The customer service is like most. When you can get through to them you talk to someone with no real control but has to take the abuse aimed at the company not them. Getting through is the problem. Be prepared for a 20 to 30 min wait. If you are thinking of signing up with bt, think long and hard and do your research. There are lots of companies out there. They will also try to suppress negative reviews. BT, the service you provide is over priced and substandard. Instead of chasing bad reviews, improve the service you provide and change peoples minds.
  • Reviewer
    Location
    witherspoon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the internet does not work, it is slow, always disconnects.
    Do not waste your money
  • Reviewer
    Location
    Penge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We had BT in South East London for 6 years that they were rock-solid. We maintained over 50 Mb/sec, except for one period. When we called then fixed it and we never had another problem. Renewing each time allowed us to keep discounts (although a bit of haggling is required). We were very pleased with the reliability of service.
  • Reviewer
    Location
    plymouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got cold called from bt to switch to broadband from ee. Worst mistake ever. Customer service is rubbish. avoid this company like the plague
  • Reviewer
    Location
    Golders Green
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Their service is very bad. They rescheduled the engineer visit without even telling me on the exact day. It took them 2 weeks to send the sim card. A month to send an engineer. Refused to reschedule when I asked, conveniently rescheduled without telling me. This affected my work as I had to be at home on an important day (worse comes to worst, they cancelled the visit with no heads-up).
  • Reviewer
    Location
    Warwick
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Absolutely dreadful. Steer clear. Spend the extra and go to Virgin or Sky. Would give it zero stars if that was possible. Has been down for over 2 days. Not only do I not have an internet connection, I can't watch any streaming channels (i.e sport/sky etc). Furthermore, I can't watch any of the recordings from those channels that are on my box. It would be an adequate service if it was reliable but it's not. I deeply regret signing up for a 2 year contract and will be finding a new provider as soon as I can.
  • Reviewer
    Location
    Sutton
    Reviewing
    BT
    Date
    Comments
    Please rate bt on our ability to provide you with the service we are charging you to provide you with…minus 20 stars.
    Rate bt on our ability to arrange an engineer at a time that suits only us, who does not then appear….+20 stars.
    Rate bt on our quest to keep you on hold for as long as humanly possible, while telling you “your call is important to us” but not important enough to actually answer…+20 stars.
    Rate bt on how efficiently, and on time, we can continually take money from your bank account compared to how efficiently we can solve your problem, answer your call or help you in any way whatsoever as long as we can keep taking your money. +150 stars compared to minus 150 stars.
    Don’t believe their glossy ads! Stay away from bt unless you want to spend a fortune on bad or nonexistent service, endless waiting (most recently-55 mins-one of many) on unanswered calls and a dictionary of excuses of “your coverage is good, so you will have to pay for an engineer to attend” who wont appear, and who won’t be able to fix anything, if they ever do get to your house! You have been warned!
  • Reviewer
    Location
    Carmarthen
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking customer service!
    I took time off work to meet an engineer at the house. He never showed, no explanation was given.
    Absolutely terrible phone customer service! Took over 6 months to install a line also. Do not sign up with BT!
  • Reviewer
    Location
    Givan
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking company
    Shocking service
    Shocking broadband
    Do not touch this company
    They don’t have a clue what they are doing
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It’s an absolute joke. I’ve been a customer for a year now and I have not had good experience at all. There’s always problems and every time I call they don’t help. I would never recommend BT to anyone. I am owed compensation and 2 times I was lied to, as they said it’s been processed, this was in June and now we’re nearly in October. Still nothing! I’m calling and nobody’s helping. I’ve been put on hold for over an hour I have proof. They’ve raised tickets to get a manager to call me back again nothing. I am taking time out to call again and again. Nobody’s helping at all
  • Reviewer
    Location
    Liverpool
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst internet provider by far, the internet is beyond slow if it does ever work the ping is through the roof, I can't play any online games and they don't care at all, they offered to let me leave without paying the end of the contract as if they were doing me a favour but then the call never came when I called back up, the complaint had been resolved apparently and I'd have to start again, I should be compensated for the whole time I was in this pathetic contract, if I didn't pay, I am sure BT would very quickly cut me off.
  • Reviewer
    Location
    Cookstown
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocked and disappointed with the company's approach to its customers. He will do everything to get as much money from you as possible for poor quality service.
  • Reviewer
    Location
    Wrexham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT wholehome Wi-Fi is a scam
    Do not buy unless you live in a shed as it dosent work properly unless your pretty much sat on top of the Wi-Fi router
  • Reviewer
    Location
    Hampton,Greater London
    Reviewing
    BT
    Date
    Comments
    If you are happy to wait weeks on end and speak to lovely customer service people who are unable to provide an actual date for installation then this is the company for you. If you are seeking efficient and reliable service then look elsewhere! 2 months in and no end in sight...quite unbelievable!

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.