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
    2.8 stars
  • Reliability
    3 stars

Based on 10587 customer ratings since 2020-02-28 (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.

3062 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
We had a really bad experience. We swapped to BT as our previous provider was slow and erratic. Imagine our surprise when we found that BT was the same.

Worse still, we had asked to keep our phone number and had been promised that this would be done. On the day our broadband was switched BT disconnected our phone line as “we had not requested one”.

Who, in this day and age, lives without a main home phone. Not only that but we have lost the phone number we have held for over 35 years. No one wants to help us get it back.

So angry!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
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.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Hambleton BT  
Pitiful, never had more than 8Mb broadband on a good day, now down to 1.04Mb download and 0.05Mb upload speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kelso BT  
Incredibly angry about BT's service. Switched from Sky because of promise of fire optic which after 2 weeks was told wasn't available. Then a long string of problems. No managers ringing back when promised. Then even the standard copper broadband order didn't go through because of a problem. Endless problems and terrible customer service.

Don't waste your time with BT, go to sky or whoever else.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cirencester BT  
Speeds are very bad 3.83 mb
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Archway Lodge Stable Yard Mentmore BT  
got talked into switching to bt business broad band constant dropping off of signal nightmare trying to get through to talk about it passed from pillar to post bt even make it hard to find out how much it will cost to buy out of contract i will never ever use bt again after this
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
hednesford BT  
When I signed my BT landline plus broadband contract, I was informed it is going to be a 12-month contract. One month before the contract ends, I phoned customer service to give the 30 days notice. I was told that my contract has magically extended. I have to pay £140++ worth of cancellation fee. This is all be cause BT sneakily advertised the landline service to be mis-matched with the broadband, so that we customers will be tricked to pay for the broadband for 18 months. I am a student who are financially affected by the pandemics. I demand my service to be cancelled free of charge.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Edinburgh BT  
very slow
Allington Maidstone BT  
Moving over from Sky fibre broadband to BT FULL FIBRE BROADBAND would be easy I thought, as I was promised minimal disruption. Instead, BT have left me with no internet connection and no phone line for almost a week (and still counting). My wife and I can’t work from home (I am vulnerable), kids can’t be homeschooled, parents can’t call us. Add to that we can’t access our Netflix or Amazon accounts. This is most likely the WORST CUSTOMER EXPERIENCE of my life. I have had to buy a mobile Wi-fi dongle and data card at nearly £100 to give me something in the interim. Gave one stars only because the system didn’t allow me to leave zero. Can I go back to Sky...?
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds BT  
we changed from postoffice to BT and the difference is amazing love the design of the BT router within an hour our internet was transformed fast clear phone line 10/10 thankyou BT recommended people
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
ross on wye BT  
Moved house, requested a change. On the day there was no connection. 10 days later, still no connection. Awful customer service, lie after lie to get me off the phone and no clarification on when we'll be connected. Decided to look elsewhere and cancel our subscription immediately
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire BT  
I've been a BT customer since I moved from Sky 8 years ago. Moved the service to the new house 2.5 years ago with some problems with the new set up. Since then I have 74mb up and 18 ddown 24 hurs a day EVERY day. I am now moving to the FTTP 300 mb option and have had the xternal work done (cable from the cabinet 30 yards away) and I'm now waiting for the internal connection, delayed due to the epidemic. I have always found the broadband rock steady and at the speed advertised. I do not use the BT router/wireless hardware as it is far too restricting in how you can set it up (30 years in the IT) industry. No company is perfect but I am a happy bunny with them and would not change suppliers.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Torquay BT  
business broadband is absolute crap. There has been no full week of optimal performance, either constant dropped connections or just download speed below an acceptable level.
BT is absolute crap for the level of national infrastructure they have unfettered access to.

I will not recommend the business plan to anyone nor the regular plan as I've used both.

Customer service is good as there the poor guys always try to help but from a LEAN perspective, organizations that invest so much in customer service to deal with errors have done a very bad job in giving a good service.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
London SW9 BT  
BT is the worst provider i have been with. Sky was more reliable and they use they BT line.... go figure??!!. Customer service is the only positive they have in my thoughts. As soon as virgin media is in the street I will be changing provider. I would not recommend BT services.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Brownhills BT  
I despair at BT nowadays. For the past 2 months, over 20 phone calls to them and several hours on the phone I still have 2 landlines. Is it too much to ask just to transfer the broadband to the other line and then close the first line? Every BT advisor has a different opinion of how to do this. Their complaints procedure is not fit for purpose and they never call me back. Usually half an hour wait to talk to them then constantly transferred. Its time the Government looked at their infrastructure monopoly in the countryside.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
East Yorkshire BT  
Dreadful speeds for most of the day, never more than 10mps, and drops right off at 5pm to less than 2mps despite paying for a minimum 16mps. Complaint lodged with them.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Guildford BT  
BT broadband has got good customer service, but the connection is an absolute disgrace, it keeps cutting out every 5 minutes, and I had to ring up customer service this morning, and they told me they would try their best to fix it, but overall, a very poor service... STAY AWAY
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
New Galloway BT  
Reduced speed and no communication from company and no speed test results as opposed to independent speed tests sites which are instant
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
B14 6DN BT  
after the appalling service we used to get from Sky broadband I think that BT broadband is the best thing since sliced bread!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Suffolk BT  
Bt boardband, Connection, speed problems. customer service is shocking
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North Wales BT  
The service to get connected with BT broadband is worse than in a third world country. I have spent a total of over 7 hours waiting, being cut off , passed round different departments repeating the same name and address details to different people coming on the phone and talking gobbledegook. Aaarghh!,
  • Satisfaction
    1 star
  • Customer Service
    1 star
Northwood BT  
After recently joining BT I was not best pleased with some of the service we got and nothing was getting actioned. However I luckily got a lovely lady called Jinder Kaur from the Leicester office (I think) who promptly resolved the issue and promised to call back which she did and also followed up after Christmas to make sure I received my connectors and got the engineer booked in.
If only all customer service stay was like her in every company!! These 5 stars go directly to her and I really hope this review will be passed on to her.
Thank you Jinder!!
Regards,
Chloe
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Northamptonshire BT  
One of the worst companies I have ever had to deal with.
Been a customer for years and always had pretty terrible broadband below speeds of 1mbps, and crackling telephone line.
Customer service is awful and they will use a variety of tactics to prevent you from leaving them, including just charging you after you phoned about 8 times to cancel.
Waste of money, bad service, bad customer service, would not recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lankfer BT  
slow, unreliable , expensive, difficult people to deal with
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
cumbria BT  
I've had BT now for nearly 6 months, in this time I'm now on my second hub.i cannot get wireless at the rear of the house and my pc is 6ft away and cant connect to the hub ffs. I had better connection with sky who use BTs lines.... go figure. I cant wait for Virgin to come into the street.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Brownhills BT  
Broadband ordered at EE/BT shop; EE agent signing me up to BT contract ordered wrong installation. He also got my email address wrong and failed to correct it when I pointed this out.
After much to-ing & fro-ing, the wrong installation was corrected but BT classed that as a new contract (not a correction)and charged me a higher price ! BT refunded the difference only after high level complaint, but refused to correct the erroneous contract price.
After 3 unscheduled calls to me when I was out, BT's CEO staff's first reply to my complaint was an email saying they'd closed my complaint, with no explanation. I had to arrange a scheduled call to find out what action had been taken. They said the 'closed complaint' unexplanatory email was standard policy, and they (CEO staff !) had no power to change it, nor could say who set up that policy. Also said they were the highest complaint level, the CEO & senior staff were above my reach (how convenient for them !)
  • Satisfaction
    2 stars
  • Customer Service
    1 star
Edinburgh BT  
Stay clear ,cant wait till out of contract.Internet intermittent constantly o access to subscribed channels but still have to pay for a service I'm not getting.
2 separate engineers have visited 10 minutes after first engineer visit broadband starts dropping second engineer wanted to put a cable across my room told me to cover it with a rug,yes sure really safe with young child and toddler.Made a complaint and got told we will change your package till fibro broadband and that will fix things ,but we cant install it for a nearly a month ,
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newtownabbey BT  
"Sorry, nothing we can do" should be BT's motto
The worse experience with anything ever. It started at the end of September when I placed an order for their full fiber 100 and TV package. It was more expensive than the competition but because it was a line take over they told me it should take only 20 days to get it set up as opposed to other companies that told me it would take a month or more. 20th of October was the initial activation date and the only thing that goes live is the landline (super useful in 2020) and nothing else. Apparently there was a need for additional work before they could get the broadband installed so I was pushed back to the 29th.

On the 29th an engineer came and told me he could not install the fiber broadband because there is no fiber run to this building. Apparently Open Reach has also messed up their site and had the wrong details about what kind of broadband can be installed at my address. This is the beginning of the downward spiral.

After that BT doesn't know how to deal with the problem. They put me on a temporary copper connection straight out of 1995 with less than 1Mbps speed on average and tell me it might take up to 26 weeks to fix the problem. At least the TV line was activated so good job there I guess.

Luckily, it only take a couple of weeks for Open Reach to fix their mess but when I thought it was finally over it turns out that the original fiber broadband I have order is no longer available, in fact there is no more FTTP plan available, only FTTC. As confused as I was I said "fine get me that one and let's be done with this".

Another small problem, because the initial order has gone through it has glitched the system and no one can cancel the order now in order to place a new one.

Now this is the peak of autism for BT. When I call to ask for a solution someone tells me that it might be faster to make a new account in my name (the original was in my father's name) and take over the line. What he failed to mention is the penalties that will be incurred for doing so. I call them and ask them about that and they told me "it's all very unfortunate and we are very sorry but there is nothing that we can do". I was directed to the billing department to dispute it and will update this review with the results.

So, after all that, more that 2 month of delay you would think that I finally got my services activated. Wrong! 9th of December was the new activation date and that day comes and again nothing. I called today (10th of December) and they told that they will get back to me, Almost every time they told me that nothing happened and I had to call them back.

At his point I don't know what to say anymore. I have been treated like a door mat for BT to wipe their feet on and then I was asked to pay for that privilege. To be fair, their customer services was friendly but next to useless so what's the point?

0/10 would absolutely not recommend, even urge you to steer clear if at all possibl
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Epsom BT  
Poor broadband internet supplier it keeps cutting off and buffering
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Moston manchester BT  
Terrible service, fault with broadband and have to wait couple of weeks before they can look at the fault, been told that they don't have to fix the fault within the first 30 days. Would be quicker for me to change broadband suppliers but BT will charge me £200 plus to leave before contract ends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ashford BT  
My Broadband has been down for 12 days now with no resolve. I have contacted support constantly and even had Open Reach say they visited me (lie) and I would repair it myself!!! So I was put back in urgency list. Aaaagghhh!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxted BT  
What an absolute shambles BT and kelly communications are i orderd fast fiber in mid september and kellys who were supposed to install the wire didnt bother so that was a major delay BT staff not botherd and kept blaming everyone else its now the begining of december and im still waiting to be connected steer well clear of Bt and its associates shocking display on how to run a company and would not reccomend them to anyone even my worst enemy
  • Satisfaction
    1 star
  • Customer Service
    1 star
Gabriele BT  
Just read some reviews and realised that the worst service I’ve ever experienced is normal for BT, how can this company be so poor at delivering what they promise / organise, I’m going to email the CEO to see if they are interested or aware of how poor the BT company has become
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Barkwith BT  
Worst internet I ever had in my 22 year life. I have 2 month problem with internet speed and they just don't care.
Worst service with everlasting response from our side all is well!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hatfield BT  
Never again. So bad that I raised and held an Ombusdman complaint against BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Worcestershire BT  
Just tried to call and speak to BT about scammers pretending to be them - I had numbers etc for them!. On the 2 occasions I got through to BT they both hung up, not interested at all..
Good Luck to anyone ever dealing with BT - DREADFUL CUSTOMER SERVICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
lancashire BT  
I would not recommend BT to anyone. What should have been a simple and easy case of transferring my existing account and service to my new address when I moved house has been an absolute nightmare. They cancelled part of my order on my moving day took over two weeks to put the new order through (leaving me without a working landline or internet service for a number of days), billed me for an increased tarrif at my old address account after I'd moved out, assured me that they wouldn't debit my account for this incorrect bill but did anyway, they've also set my new account up on a higher tarrif then originally agreed, and have ignored my last six emails to the Home Moves Team trying to get this all resolved (who'd promised me a call back two weeks ago, but who still haven't called me). I've also spent hours repeatedly on hold also trying to get through to someone to get it sorted (I'm currently on the phone to BT in a queue and have already been on hold for over an hour this morning). I've lodged complaints which have not been dealt with, and this is still dragging on six weeks after first advising them of my house move. Absolutely unacceptable way to treat their customers! I'll be raising this with the Ombudsman if BT don't get it all sorted out soon. If you're thinking of moving to BT I'd advise you to avoid at all costs, I'd really wished that I'd just switched to a new service provider when I moved house!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall BT  
Router is excellent. Full speeds on wifi upstairs. I pay fot 50Meg and usually get 42Meg. No down time at all in last 18 months. Free Anti-virus plus other perks etc. Pricey, but you get what you pay for.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Berks BT  
Horrible service ! Have paid for my contract with them, a month has passed and they still haven’t implemented the equipment and the wifi in my place. Have had 5 arranged appointments with them, and every time the engineer did not show up and did not even inform ! Completely unacceptable, horrible service and reliability ! Every time you try and contact them you have to wait for one hour, and every time someone says they will fix it and then the appointment does not got through ! Also, they promise to call you back, but eventually no once calls you, so you have to call them again and wait for one hour until someone replies.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
disgusted by all service with BT won’t give them a rating for anything, they just fob you off when you have a problem
Wakefield BT  

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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.

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