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 stars
  • Customer Service
    3.1 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 9235 customer ratings since 2020-05-17 (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.

3,098 Customer Reviews over 78 pages

  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were due to have services installed at the property, with the only appointment window options being 8-1 or 1-6pm. Incredibly inconvenient with school dropoff/pickup, but can't be helped so we made many arrangements to accommodate. They bombarded me with emails and texts telling me to make sure I was in. And on the morning giving the name of the engineer and his mobile number. But nothing happened. No-one turned up, no-one answered my texts or calls. And then when I spent almost an hour on the phone I was told "it might have been a resources or time issue", and once the engineer submitted his notes that evening they would come back to me to arrange a new appointment. They did not. I then spent over an hour on the phone, through a range of departments and 4 different people, with one gem being "we don't want to keep passing you around on hold, that would be a bit of a wind-up"... and then proceeding to put me onto some different kind of caller queue that I never came off. Utterly unbelievable - the most atrocious organisation of services I have ever experienced, with what apparently was an approach of palming me off on hold/new caller queues as they couldn't/wouldn't deal with the problem themselves (call-time targets to hit??). I am completely understanding of operators trying to do their best job. But clearly the policies and systems in place with BT customer service are dysfunctional.
  • Reviewer
    Location
    Bathgate
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Speeds were no problem but signal to my sky meant i could not watch Disney and there advive was to drill through my wall into the cupboard where there box was and put up a shelf in my living room so there box could be closer.. eh no.. even though there box is only 5 foot away from the sky box behind a plasterboard wall. Also signal to phones would drop out too, then they said too many devices must be the issue.. 1 sky box 2 phones and 1 tablet, so i changed to sky internet and all these problems are now solved and have never returned.
  • Reviewer
    Location
    London W2
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I had BT for many years. It used to be the best service, in the past 5 years it declined a lot, only the price didn't. The fiber managed to be worse than normal! The instability for a central London area was insane. I was also charged for something I did not own and when i tried to dispute they reported and made it default after only a couple of months in my credit report. They blackmailed me to pay even more extra fees to have my default removed and when I paid they refused to remove. BT quality is awful nowadays, overpriced and they act in bad faith so stay clear, these days there are many other amazing companies offering the same service. I'm now very happy with NowTV for Broadband owned by sky despite of not even need a TV package.
  • Reviewer
    Location
    Wirral
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke of a company waited in for fibre installation lost a days pay! They work with open reach when they turned up didn’t provide the lads with the correct cable fit the job and seems to be a shortage of this cable... I’m cancelling my contract and claiming for lost earnings. BT get shut of open reach and sort your equipment out
  • Reviewer
    Location
    Bristol
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish. Guarantee good wifi or 100 pound cash back. Has taken over 2hr 25mins to download only 18% of a drama i am trying to download.
  • Reviewer
    Location
    Paisley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately I get my phone, tv and broadband with BT , after couple of weeks no tv, failed call-backs, when I bought the package for £24.99 for 18 months, 3 months later it has risen, constant crashing, going offline, I was offered 'fast broadband' 3-10mbps its what I got offered and told by BT I cant watch TV or call anyone, same with tv I cant go online I only joined end of Jan 2021, its been painful bad experience. I also for my website upload videos to YouTube for my site, it used to take 20mins average on old supplier, BT it's up to 24 hours which means I have to sit with no tv or phone. I recently learned there was a faster broadband connection when I was told there wasn't I recently took the upgrade and today (2nd May) BT have now cancelled that upgrade "due to technical issues", now I'm back to square one same response 2we're offering what you bought" . Unfortunately I have another 2 years of pain with BT before I can finally leave them, DO NOT GO TO BT*******

    p.s/ Broadband speed and reliability I would give zero stars rather than 1 star I gave above
  • Reviewer
    Location
    Stroud
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Only been with BT for one month and it's been the worst experience having to deal with their incompetence.

    We had to settle for ADSL initially as fibre wasn't available even though the cabinet supported it due to limited capacity. We had to wait nearly 3 weeks for an OpenReach engineer because BT claimed that there wasn't a line going into the property even though the previous occupants had Fibre 2 with BT. Unsurprisingly, the engineer informed us that there was already a line going into the property.

    In the interim, we were mis-sold their Halo Hub which should have got us online until the broadband was activated however the connection was unreliable due to EE's coverage in our area and consistently dropped out. We asked to cancel it but were told that we'd have to cancel the whole order and risk another 3 week wait for the OpenReach engineer. They advised to wait until the order had completed before cancelling. When we finally got online, we were told that we couldn't cancel the Halo as we were past our cool-off period even though we'd specifically asked for them to make a note when we originally requested the cancellation.

    Fibre 2 is now available to us however they claim that we can only upgrade to Fibre 1, or Fibre 2 with Halo for an inflated cost because we're currently in contract even though Fibre 2 is available to new customers for a reduced cost.

    We raised a complaint and were told that we'd get a call-back on 2 occasions but were never contacted. BT claims that complaints are handled by a 3rd party who are not employed by BT so they have no control of when they get in touch.

    We're still no closer to receiving the service we require from BT, nor do we have any confidence that we'll ever receive it.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I joined BT in March and to say i'm unimpressed is an understatement! we're the 27th April and they've managed to bill me nearly £100 in that time, they've INCREASED my monthly plan (something to do with government increase)I live in a 2 bedroom flat and the WIFI only works in the front bedroom!!!!! I was with Talk Talk for 8 years and never had these issues with pricing or otherwise. my advice? stay well clear of BT Broadband.
  • Reviewer
    Location
    Ig6 3uf
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bad choice bt business broadband I use 1 years they promised to me £60 after starting £100 or £150 I cancel my contract with bt now 1 years cancel contract now I received letter £2400 please don't use this rubbish company you waste your money only I don't recommended!!!
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Dreadful service and installation. Avoid at all costs. Agreed a date for installation and the engineer visited and then left without doing anything. Called the engineers mobile and he did not answer. Existing broadband was turned off. Called BT to find out what was happening. 40 minute wait on telephone to speak to someone who said they would call back with an answer. They did not call back. Another 40 minute wait to speak to someone. They said that it would be another two weeks before an engineer could visit. Only resolution to get broadband connection was they would post a dongle. Will believe it when I see it. Don't use BT it is dreadful
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    By sent three discs to help me get broadband throughout my house. It failed so by asked me to return the discs. They failed to send the return label and then reminded me That if I failed to send the back in time I would be charged I then rang BT yet again and asked him to send a return label what you would think would be a simple task a week later I am still waiting what abysmal service one gets from BT shame on you BT
  • Reviewer
    Location
    Rhiddlan
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The BT service is so unreliable. I work from home like a lot of people currently and every day the service drops off. There is constantly an engineer in the road. The option of watching a movie via Netflix is a vague memory as it stops at least 5 times per programme, my husband spends half his time checking the speed and we are yet to receive the promised refund for any poor service. We have upgraded so many times to try and get a better service and are currently on fibre halo 2 over £65 per month and have had nothing but rubbish service for the duration. BT are a joke, it obviously stands for brilliantly terrible! They are a disgrace!
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Wow I have just read some of these reviews and agree with all the negative ones! Just wish I read them before we decide to switch supplier. The pattern is the same that everyone below has reported - they miss the switch date and blame Openreach (when the same socket has worked with our previous supplier for years). We’ve spoken to managers, we’ve been promised compensation (£25 is the max you’ll get). I’d advise anyone: avoid BT, plusnet and EE (all the same company). We are six days into our contract, no internet, no sign of a contractor which we have been repeatedly promised for days). I’ll be cancelling come Monday!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DONT PICK BT FOR ANYTHING

    I was conned into joing BT via a black Friday deal I saw online. This was not the case and they started to charge me £45 a month instead of £30. They started charging this bogus amount once you are out of the grace period, meaning if you want to leave by the time you realise they are charging you £45 instead of £30 you will have to pay an extortionate amount in cancellation fees. They are currently charging me £316.93 to leave this con of theirs. My advice would be to stay away from BT, any offers they put are clearly lies and far from the truth. I have been forced to stay in contract with these cons. I would like to share my experience so others would not fall for the same trap
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really really bad company. Poor service and extremely poor customer service. When they make mistakes (and pretty huge ones at that), they refuse to accept responsibility. We moved our phone & internet to them on the promise of cheap broadband and phone. We asked to keep our phone number of 20 years. They agreed.

    When the move took place they disconnected our phone number and gave it away. They insisted that they no longer supported landlines and that we had to have a new digital number. This is not what they promised, so we left.

    Efforts to restore our number with our new provider have been thwarted at every turn by BT out of sheer spite. Their representatives accept no responsibility whatever and had the audacity to blame us for their error. When that was getting them nowhere they then blamed Openreach. Openreach have no responsibility for phone numbers at all.

    Bad bad bad company. Could not care less. I wish that I could block all their phone numbers just to give them a taste of their own medicine.
  • Reviewer
    Location
    Southend on Sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    So fed up with the broadband films buffering and always going down.
    Wish I had gone else where now.
  • Reviewer
    Location
    Southend on Sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    So fed up with the broadband films buffering and always going down.
    Wish I had gone else where now.
  • Reviewer
    Location
    MINCHINHAMPTON
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Current download speed is 1.8Mb, upload is 0.3Mb. Barely good enough!
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible company. We were lured with promises of faster broadband. More reliable service. Keeping our existing phone number. ALL LIES. Service was erratic and unreliable. If we wanted internet service in all areas of our home then BT expected us to pay more.

    As for our telephone line, they disconnected that without warning, gave our telephone number away and denied ever agreeing to provide a telephone service.

    Doesn’t BT stand for British Telecom? Maybe it’s British Teletubbies, it was explain your childish and irresponsible behaviour.
  • Reviewer
    Location
    Enniskillen
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have been a BT customer for many years. Firstly they never informed me my broadband contract was up and secondly they would not let me sign up to one of their deals because I am a current customer. Just signed up with Vodafone £24 p/m.
    ONLY stayed with BT previously because I had a BT email. Poor customer loyalty and money grabbing gits.
  • Reviewer
    Location
    Camrbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    The worst "communications" company ever. Shop elsewhere don't even consider for one second. Not one person I have ever spoke to about BT has anything good to say.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    was waiting almost 4 months for installation.In the beginning of March phone line has been connected.Today engineer supposed to finish work but he said I can't have full fibre internet even though contract has been signed for it.Instead I have been offered to sign contract for much slower Internet for the same price.But internet would be ready after 1-2 weeks.Bt is blaming me for that because I supposed to check if I can have specific cables in my building.How could I know I have to check this?They had 4 months for telling me this.Now I have been left without internet and can't go back to my previous provider unless I will pay double.So if you think to switch to BT you may end it up without internet at all.
  • Reviewer
    Location
    KETTERING
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Shocking Service as usual from BT. Ordered broadband fibre in December - Installation to the street was completed but due to Covid could not install in the house - and quite right too I would say, BUT advised of an appointment at the end of March to complete the installation, text to confirm the times - but no one pitched up for the appointment. 30 min on hold to find out whats up, but I get told by the operator to hold while she checks. The call is cut off, no return call, no news. SO I call back - I need to set up a new appointment online - Okay I do so. Next appointment - guess what no one turns up, no news. What a joke - unprofessional and absolutely useless as a company.
  • Reviewer
    Location
    Burnley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had broadband with ee/orange for 10yrs+ never had an issue, at contract renewal Feb 20 advised by ee that it was switching to improved BT router .....13 months later, 12+ engineer visits last year, 9 visits this year (2 last week) broadband keeps dropping connection and running at half minimum speed guarantee on a good day...dropped connection 12 times in last hour, spoke to them again tonight, another engineer due in 2 days. Stayfast guarantee is useless, they reset it after every engineers visit so they never have to credit you....Customer Service people are good just a pity the service is so appallingly bad....internet has dropped connection twice whilst typing this review....BT...Bleeding Trouble !!
  • Reviewer
    Location
    Bath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After waiting 14 days for connection, I have yet to receive a full 24 hour service from the broadband in 1 room let alone every room! it was installed on 15th march DO NOT TAKE A BT CONTRACT its a rip off.
  • Reviewer
    Location
    north west
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Very happy since switching from Virginmedia. Very flexible landline deal - I switched from a 700 free minutes on the landline to a second BT sim including 2GB data as wasn't using the landline allowance with a very efficient phone call.

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

    The fact that virgin media is exceptional in refusing to allow new providers to initate contract termination when transferring to a new landline/broadband provider is poor customer service. It is clearly just intended to grab a few more months subscription from customers who are unaware of this loophole but bound by a contract which is counter-intuitive and underhand. BT warn on their website that Virgin is pretty much unique in this - you did the same to me despite delaying porting of my landline over to BT 19/2/2021. Yet you refuse to acknowledge that this request was due to a transfer of phone and data service to a competitor and continue to bill me monthly until I called you after a wait, to spell this out with no understanding or concession from your off-shore call centre. I'm posting this feedback as widely as I can to warn other customers.
  • Reviewer
    Location
    Chelmsford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered fibre plus 1st February 2021. I asked for a check to make sure all will be OK, that is a quick survey, and was told by text this will happen. Installation was due on the 19th March, I received emails and texts to tell me an engineer will attend between 8am and 1pm.
    The day before I called to make sure but was told there will be no need as cable does not need to be replaced. Then between 7am and 7:30 one guy was at my door from Kelly communications, he refused to install and left!
    BT then decided to place an order as if I did for ordinary fibre.
    Today 26th March it is very slow and carry on breaking!
    I am elderly so probably they think i do not need good and reliable broadband.
    Horrible company all about money, no sense of duty or morality.
  • Reviewer
    Location
    Somerset
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Finally leaving BT after over 30 years. I’ve stuck with them and rubbish Broadband, spending Thousands in the process, in the hope it will improve or Fibre would arrive. In the past 24 hours I’ve been cut off and not phoned back, lied to that I can’t raise a complaint unless I leave and kept on hold for up to 30 minutes. Going to 4G and giving up our landline. In my opinion they should no longer be allowed to operate
  • Reviewer
    Location
    Stockport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Hi BT team today I felt that I had to write a review on your wonderful BT team. I have been through to 3 departments today: BT TV accounts, BT Billing, BT TV reception & each person i spoke to was understanding, helpful & patient. Sunny in Doncaster a special thanks to him he is such a nice young man. He explained
    everything in full, not rushed & there was a favourable outcome. Outstanding customer service. Unfortunately I have forgotten the names of the 2 ladies who dealt with my next queries but they were equally the same.
    Many thanks from me a 75+ lady keep up the good work .
    Irene Davies
  • Reviewer
    Location
    London NW9
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking broadband! Useless for home workers. Avoid at all costs and choose any alternative provider!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It took them 27 days to switch my adress, after they fail 3 times to do it.The internet is down every 10 minutes for couple of seconds. Impossible ti wotk from home. I wanted to cancel the contract, but they put me a tax of £268, because I don't want this poor service.
  • Reviewer
    Location
    Preston
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Had issues from the start with BT. I was in a situation where I had to call to set up my account. They took down multiple details incorrectly. They informed me I would receive a welcome pack and over two weeks later I haven't received anything.

    I eventually had to call to get access to my online account with BT. This took over an hour due to multiple issues. For example, no one was able to provide my landline phone number (which I don't use or want), the reason they said was for security purposes. I confirmed all my security questions and was still unable to get this detail until almost an hour into the call. I had to speak to 3 different people altogether and 2 were very rude while the first person I spoke to was polite. So hit and miss on the customer service.

    Next comes the broadband speed check. I have had broadband for just over 2 weeks. I pay for 74MB/s fibre. Every test I did came in between 20MB/s and 52MB/s download speed. I reset my router and tried again multiple times. I then, after getting access to my account online ran a BT speed test (a few of them), it always came in at 74MB/s. So what I have now come to the conclusion is a fake test as even a wired connection to the router never got above 52MB/s.

    The biggest joke is the actual broadband products they provide. They only guarantee a speed at less than half of what you pay for. In my opinion, this 74MB/s package should therefore be advertised as a 34MB/s package. With fibre, you would expect a consistent faster speed than a standard package. Unfortunately, I am stuck with BT for now, previously I was with Virgin at 100MB/s with no real issues for over 8 years (speed tests were much more consistent, sometimes exceeding what I was paying for). As soon as Virgin becomes available in my area I will be changing suppliers back to Virgin.

    Overall, bad router, bad broadband package, wrong advertising on their products, hit and miss with customer service, bad website, fake BT speed test. Broadband hasn't cut out hence the 2 stars on reliablity but it is slowly getting worse before having to reset the router each time.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    BT have consistently failed to deliver acceptable standards of customer service.
    1. Competitive contract prices. Had to negotiate new contract prices down to new customer levels over the course of 1 hour. They then included at their own decision anti-virus software at the cost of £8 per month. This had to be removed at my request. It was not mentioned that it was included as an add on. A complaint was raised.
    2. Cancelled my contract on the incorrect date. When moving home I informed BT I was leaving my current property and when the contract should end. They cancelled it on an incorrect date leaving me without home broadband for 2.5 weeks. Offering a 4g mini hub as an apology which has been poor. Several complaints were raised.
    3. Attempting to charge for a homehub. When leaving BT, BT will provide a package so that you can return the homehub to them or face a fee of £43. This was not received before the move and BT have attempted to charge for this. A complaint was raised.

    I would never use BT again. I would never recommend BT to friends or family and would in fact actively discourage people from using their services.
  • Reviewer
    Location
    Cheshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with BT for over 5 years now, and to be honest, I've had absolutely no issues at all. I'm in a new build property, so that probably helps - all the phone line plumbing etc is new. So I can't really comment on customer service as I've had zero reason to get in touch with them, other than to upgrade from standard ADSL to Infinity 2 a few years ago. The standard BT hubs are not, in my opinion, particularly great, so I ditched mine ages ago and use a good quality unit purchased separately. I have found speed to be consistently good - better than advertised. The only issue is price - it has crept up somewhat during my contract, so I've knocked customer service down to 4 stars as I don't like the practice of hiking prices for existing customers, although BT aren't the only offenders here. Overall, good reliable service but not especially competitive on price, so I'm looking around for alternatives now..
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Doesn’t even deserve one star!!!
    Doesn’t even deserve one star! So I signed up for BT on the 6th of January didn’t hear anything from Bt after so I had to get back in touch and order again on the 25th of January. My hub arrived pretty quickly to be fair but this was literally the only quick and efficient part. Opened the box and half of the connections were missing, there was no adsl filter or grey connection cable. So I waited for a couple of days and still herd nothing from BT so I made a call to find out when I would be connected. They told me I would go live on the 5th of February, this date came and went so I had to contact BT again, they then said I would be live on the 12th of feb, which was fine. The 12th came and still no connection, so of course I called BT again, they told me they needed to get an engineer out and that one would come on the 15th, yes you know what’s coming next, still no broadband or engineer.
    I had to make yet another call to Bt to then be told that an engineer would be out to get the connection up and running etc on the 4th of March and I would be live between the 4th-6th, yet again still no connection so I had to make another phone call yet again today! To my frustration I was told the same bull and that they would speak to the connections team so I was told she would one be a few short moments.....55mins I was on hold for to then be cut off. So yes at this point I’m done, someone was good enough to call me back and apologise for the loss of connection and said they just needed to go through some security questions with me before he could look into it, I stopped him at this point and told him to cancel my order, he said again he was sorry on behalf of Bt and will get this sorted rite away, I said cancel my order and have gone with a different provider now, sky promise I will be live on the 16th of March. Music to my ears, my children mite finally be able to connect to the internet and do their schoolwork log onto google classroom and try and somewhat catch up with the work they have not been able to do thanks to BT.

    I know I have gone on a little but I am so frustrated and angry with the customer service and the whole service of Bt infact, to keep getting told and promised that we would be connected after two months is a bloody joke, and yes I know circumstances are difficult for us all at the moment because of Covid so why keep moving the goalpost and postponing connection for me and lie everytime I called. Appalling!

    I will never ever go with Bt again after this experience, I will avoid at ALL costs, certainly will not be recommending BT to anyone ever.

    Also when you call customer services expect to be on the phone for atleast two hours, you will spend around 110mins listening to music on hold while they go and make a cup of tea and eat cake, to pop on the phone for about a min to tell you it will be connected at such and such a date then hang up, and guess what......you don’t get connected.

    Very unhappy customer and angry
  • Reviewer
    Location
    Forest Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    DO NOT GO WITH BT
    FASTER MEANS NOTHING IF IT NEVER WORKS.

    16 months ago i made the mistake of paying a premium for BT direct to premises fibre.
    After disconnecting my previous provider, i was then told by the engineer that they could then not connect me to the BT fibre as there wasn't any on my street, despite being sold that package.

    I was finally connected six weeks later, during which time i had no internet.

    Since then, my fibre has been cut, literally, four times by Openreach engineers each time they connect another house on my street.

    Apparently, my fibre is at the top of the box and every time somebody new on the street gets fibre, mine gets broken when they open the box. Why this is the case is beyond me or any of the engineers who have been out to "fix" it. The problem is still occurring.

    My fibre went out yet again yesterday, (for the third time during lock down, whilst I'm trying to home school three kids and work from home) so i went down to the exchange where i knew i would find an engineer, who told me that through he'd broken it, he couldn't fix it. So far, both the engineer that broke it and the one that came out to fix it, have failed to fix it.

    The dongle that i have previously been sent does not work in my house as i get no signal.

    Having spent three hours on the phone to 12 different people at BT over the last two days, i have been told that they won't activate my copper line temporarily whilst they fix the fibre (usually takes at least two weeks). I just have to do without internet whilst working from home and home schooling.

    I pay over £50 a month for this privilege.

    I genuinely wish i'd just stayed on regular broadband.

    I'm not going to call again. I give up. You win.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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!
  • Reviewer
    Location
    Hambleton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    No grounds for complaint at all. Fibre speeds are good (and consistent), reliability is excellent, and the BT Smart Hub is great.. Providing that you negotiate seriously at renewal time, the price stays competitive and removes any need to switch.
  • Reviewer
    Location
    Kelso
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Pitiful, never had more than 8Mb broadband on a good day, now down to 1.04Mb download and 0.05Mb upload speed.
  • Reviewer
    Location
    Cirencester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.

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