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 1316 customer ratings since 2023-07-20 (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.

3,615 Customer Reviews over 91 pages

  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT ARE CRAP!
    Thanks to BT for emailing me to say my broadband was increasing from £50 to £75 per month! Moved to Community Fibre for £21 per month. What an improvement! Faster and no drop outs. Much better streaming TV with no buffering. Bye bye BT.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the internet was the worst ever. it would cut out 5 times a day (2 on a good day) lag on videos, games and other simple browsing activities and the prices were insane. as soon as i switched i found out how bad this wifi was and i do not recommend it to anyone on earth
  • Reviewer
    Location
    Shoreham-By-Sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst service I ever had! Keeping you off internet for days but asking you to pay the bill in full for the service you don't have! Expecting you to have unpaid days off waiting for their engineer to come. Worst experience! Stay away!
  • Reviewer
    Location
    SWANSEA
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been faithful customer, just been told by others that we have been robbed for years...moving on to another cheaper and better communications provider
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is possible the slowest internet. Sometimes I do have three things connected at the same time but even when it's just my laptop sometimes I'm sitting waiting 2 - 4 minutes for a web page to load. Absolutely awful.
  • Reviewer
    Location
    Cambridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    wonderful lady on the phone was attentive and helped me change a setting on my bt wifi. now there are absolutely no problems. whole thing was sorted in < 20 minutes. excellent service! :)
  • Reviewer
    Location
    Devon, England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am sick to the back teeth of reporting service drops. I am almost blacklisted with BT.

    The infrastructure installed locally can only provide a maximum of (up to) 21mbps download, and (up to) 1mbps upload.
    If you play Xbox, this is not enough to play any game online smoothly, let alone competitively.
    The industry minimum standards suggests 1mbps for up, as an absolute minimum! I typically receive 0.8mbps (when things work).

    As bad as these speeds are, I still experience periodic service dropouts.

    The price for this unreliable and almost unusable service is very high! 'Not worth it' is a gross understatement.

    If you are enjoying their fibre speeds at (up to) 800mbps, then you will not understand the stress and disadvantages resulting from the attricious service we endure here.

    No need to send 'another' engineer to try shirk the responsibility.
    The problem is the old-world infrastructure!
    BT can't even deliver the minimum service with any stability/reliability.
    Unfortunately, neither can any other provider (no alternatives available - a monopoly).

    I have been waiting on FTTP to be rolled out, but this region is, apparently, not even on the list.

    Something MUST be done!
    They're literally taking premium fees but delivering nothing but stress and frustration.
    So many problems are a direct result of this terrible service.

    Left out in the rain.
  • Reviewer
    Location
    Devon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We've been with BT for over 2 years now as we wanted the BT Sport which was wmuch cheaper if you had their broadband. But unfortunately the broadband service has been dreadful. We regularly have times where the speed is well below our stay fast guarantee. BT have sent out several engineers over the time of the contract to fix it but the issues seem to return. I have just spoken to BT about leaving them (mid contract) and despite the issues we have had they wont let us leave the contract without paying exit fees as we need to have had 30 consecutive days of speed below our stay fast to leave. Classic case of a company using their small print to tie customers into contracts for poorly performing services.
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service. Their engineers are completely useless, incompetent, unreliable in every possible way. Thanks for letting us down for over a week now. The right thing to do is come and sort this problem asap and you can’t even do that.
  • Reviewer
    Location
    Walcott
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PLEASE DONT WAIST YOUR TIME AND HOURS OF BEING PUT ON HOLD every time it rains no wifi and BEEN FIXED ABOUT 3 TIMES TOTAL RUBBISH CARNT WATCH NOTHING WITH out it stuttering
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    OVERCHARGED AND THE TECH TEAM CUT THE CALL OFF ON ME AFTER I ASKED TO CANCEL MY BROADBAND

    I TOLD THEM ITS CAUSED ME A LOT OF STRESS AND I JUST WANT TO GET OUT OF THE CONTRACT BECAUSE OF A FAULT OF THEIR OWN - sent the wrong engineer and charged me £70 after selling me EE services and told me it will work. The worst customer service I have been complaining about my broadband issues that haven’t been working for the past 7 months after being passed from post to pillar and being on hold for a whole hour the last person I spoke to in tech got angry that I wanted to leave and cut the call.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have been complaining about my broadband issues that haven’t been working for the past 7 months after being passed from post to pillar and being on hold for a whole hour the last person I spoke to in tech got angry that I wanted to leave and cut the call - fault of their own yet I can’t cancel because I am in a contract that has had no service - I have been charged £70 in one month.

    Please avoid at all cost - better to go with virgin, expensive but atleast it works.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have been complaining about my broadband issues that haven’t been working for the past 7 months after being passed from post to pillar and being on hold for a whole hour the last person I spoke to in tech got angry that I wanted to leave and cut the call - fault of their own yet I can’t cancel because I am in a contract that has had no service - I have been charged £70 in one month.

    Please avoid at all cost - better to go with virgin, expensive but atleast it works.
  • Reviewer
    Location
    Surrey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Terrible contradictory advice provided by customer service. each time you call they give you contradictory advice.
    Then they charge more for existing customers and don't recognise loyalty.
    They offer cheaper deals to new customers than existing customers who have to pay lot more.
    Totally unhelpful and not listening to my requirements and try to put me on expensive packages and then add extras putting the bill up when I have clearly told them I want to reduce my monthly bill. Then they also try and lcok you in 24 months contract.
    I would strongly recommend to shop around especially existing BT customers.
  • Reviewer
    Location
    Chorley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beyond belief about incompetent these people are.

    Awful broadband, impossible to cancel even though the internet consistently drops out. Spending over 2 hours on the phone people told a web of lies by every different person.

    I would rather go without internet than pay BT another penny of my money.
  • Reviewer
    Location
    Dorchester
    Reviewing
    BT
    Date
    Comments
    If I could give zero star I would. I was fraudulently signed upto a 24 month contract. I was on a previous contract which ended and I continued on a rolling contract. When I moved houses, I insisted I wanted my service to remain the same. Just to find out 1 year later when I am moving house again I was placed on a contract and cannot terminate without paying a huge termination fee. Be careful who you speak to on the phone there are scammers everywhere and people answering calls without any idea of what their job entails
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    jokers! I'm out of contract with them and they are charging me now £57.99 for the broadband only. Logged in online to explore my upgrade options, which is the same as what I pay now for a 500 MB broadband or an upgrade to 900 MB for a few £ extra a month. While the new customers can get a 500 MB contract for £ 34,99 No joy from customer service either, apparently they don't have any other deals for the existing customers.
  • Reviewer
    Location
    Ripley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    if I could I would give minus scores. I have never been so disappointed in a service in all my life. slow, non-existent and of course a waste of money. we should be able to come out of contract if its this bad
  • Reviewer
    Location
    Wilburton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with BT since 2018 in 2 different addresses. Never had issues with connectivity, broadband has always been fast. Only problem I had with them is their price increase. Initially been told that I would only pay £48/ month when I moved to a new address 2 years ago but after a few months, it went up to £67 and it was on a new 2-year contract.
  • Reviewer
    Location
    Uxbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Title: Terrible Experience with BT Business Broadband

    Rating: 1/5

    I recently switched to BT Business Broadband and it has been an absolute nightmare from day one. The broadband speeds are abysmal, constantly dropping and unreliable. It's like playing Russian roulette every time I need to use the internet for work.

    But what's even worse than the poor service is the customer support—or lack thereof. Every time I've tried to reach out for help, I've been met with indifference and excuses. Their standard response seems to be, "Sorry, we don't guarantee speeds." Well, if you can't guarantee a basic level of service, then what exactly are we paying for?

    Save yourself the headache and avoid BT Business Broadband at all costs. I've since switched to Virgin Business Broadband and the difference is night and day. Their service is reliable, their speeds are consistent, and their customer support actually cares about resolving issues. Trust me, don't make the mistake I did—stick with Virgin Business Broadband, it's hands down amazing.
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please if you see this don't choose BT. Out of 1gbps firber speed i barely get 200mbps speed and that's not real. A game that works perfectly fine on my 4g phone hotspot doesn't work on their fiber.
    It constantly disconnects and has massive lag spikes.
    It's easier and cheaper to have a cheap phone make a constant hotspot in your house than using BT.
    Their internet is so bad it's actually worse than the 50mbps internet from sky i used to have 6 years ago.
    Not even tiktok loads on this garbage.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don’t bother, keeps cutting out for over a few months now and have been offered nothing to help. Keeps being fixed but then breaking. Will be changing broadband asap.
  • Reviewer
    Location
    Clydebank
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Out of all the Wi-Fi we have ever had this has got to be the worse I’ve had nothing but problems and really really bad connection we were told that other broad brands rented there line but there’s seem to be 100x better than this and we’re told that you would be better but which was a lie
  • Reviewer
    Location
    Westbromwich
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    Comments
    Bt worker suggested to me switch broadband and he told me by will cover switch charges and I agree to switch other broadband band to BT .I request for refund my extra charge but BT told me they will not paying anything because of tram and conditions.so be careful guys don’t trust BT and EE.
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I could give 0 stars. Never ever had a worse experience with a company.

    been trying to set up the internet for 10 weeks guys!! I need a phone line installed and no one turns up whenever the engineer is booked. its happened 4 times!

    I've made 4 formal complaints and no one gets back to you.

    AVOID AVOID AVOID
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Shocking. Moved from Sky to BT as I received a 10% discount on all services (phones, tablets etc) by being an EE customer.

    Been with BT for 1month. Logged 3 faults on the broadband line, they state the checks confirm there are no issues.
    I work from home and am unable to connect to the WiFi which makes doing my job all the more difficult. Trying to speak with someone is a joke.

    Never had a connection issue with Sky.

    I'll continue my battle......
  • Reviewer
    Location
    Swansea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful serice which has progressively got worse. I didn't want but was placed on full fibre, lost most of the services I previously had and then lost all broadband when I was on the phone to BT. As soon as I can get away from this truly awful service I will.
  • Reviewer
    Location
    Dundee
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I UPGRADED to fiber due to ongoing connection issues. After the upgrade the BB went down for a week before an engineer was able to attend and sort the faulty workmanship carried out by a contractor. My 8 person HMO Broadband Connection was down throughout. I have to compensate my resident for usage they had to purchase from there providers. This cost me £120. I was compensated by BT to the sum of £18.66 after a 30min wait and online conversation. What a joke!!
  • Reviewer
    Location
    Sussex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Diabolical. I switched to a different broadband provider and disconnected bt line. They continued to bill me after contract ended. Spent 3 months phoning texting and writing, no adequate response. Now my credit score is damaged and its not my fault. They kept closing my complaint down without my permission. No way to feedback so hence my feedback now on social media.
  • Reviewer
    Location
    Ashton in makerfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Everyday I'm having to start my router an yet again no signal so no Internet this been going on months an now they say they want a cancellation fee an for what I'm not even getting the service I'm paying for my broadband is off every other week for over a week sometimes 10 days never had any compensation still paying my bill for my broadband an not receiving the service can't wait till my contract up then I can relocate to someone else absolutely disgrace I'm fuming never get anywhere with customers service half the time they havnt got a clue what I'm saying I've had endless engineers that stand there with laptop an don't do anything else suppose to have sent new router that never arrived I'm just beyond done with bt there service an speed of broadband is not what you ac8get coming through the router always slow always disconnect I've never had this problem before only with BT I'm looking for another supply as I write this shame on ypu bt your crap
  • Reviewer
    Location
    wirral
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Worst customer service i've experienced in a long time. Even since we left them they keep messing things up, requiring we send out kit back and sending the return back to the wrong address. Much more expensive than the competition too, especially once your initial contract ends.
  • Reviewer
    Location
    Haddington
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible company, decided to cancel after a year because they could not meet the speeds in which other companies in the area could, demanded an enormous cancellation fee, it in no way reflected in the previous payments over the course of the year. I wouldn’t return to this company even if they paid me. Absolute scumbags!
  • Reviewer
    Location
    Gloucester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor connection, I keep on refreshing the wifi, still not working.
  • Reviewer
    Location
    Basildon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I would give them a rating of 0 as they are not a good service. Charged me for 3 months for service which I cancelled and not using which they did not admit their error. Absolutely disgusting service and would not recommend it to my worst enemy.
  • Reviewer
    Location
    Windermere
    Reviewing
    BT
    Date
    Comments
    Over priced speed slow keeps dropping off cust. Service kept me on hold for over 1 hour I hung up in the end so never got problem solved appalling service
  • Reviewer
    Location
    Dover
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shockingly bad broadband. Doesn’t even reach the speed guarantee they advertise. Drops connection most evenings and throttles back. Don’t recommend at all. AVOID!
  • Reviewer
    Location
    Northern ireland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Took the halo package out in October 2023, 900mps Internet and 12 months xbox game pass free for 50 quid a month. All grand the first month. Second month I was charged £10 for xbox game pass. After a number of phone calls and a good amount of time on hold, got an apology and £10 refunded back onto my account. Next month was happy to see there was no additional charge, but then went to switch on the xbox and it wouldn't work. Rang up multiple times again and they said they had accidentally cancelled my xbox gamepass. Was told the handiest way for them to fix the problem was to basically cancel my full bt package and sign me up for a new contact starting today for the same package at the same price, which I was happy enough as I was only a few months into the contract. Was told I would get my email to activate the game pass within 10 mins later. 24 hours later still no email so again back on the phone. They now tell me, as my account previously had a gamepass code I can't get another. I told them it was BT that cancelled the game pass not me, and they have never gave me my 12 months free as promised. They have escalated my problem after I told them just to cancel the full package and stated someone will be in touch within 5 working days. At this stage I don't care and am just fed up of being passed from pillar to post. Not good enough, don't advertise gamepass for free if you can't give it. The broadband worked fine tbh just customer service and not delivering on what was promised is the let down.
  • Reviewer
    Location
    Bishops Stortford
    Reviewing
    BT
    Date
    Comments
    ABSOLUTE DISGRACE
    My business has used Plusnet for its internet service for the last four years without any issues. Plusnet is closing and they recommend BT, they even transferred our phone call directly to BT. That’s when this nightmare began. We were booked an installation for eight days from our initial call. On the day of instillation a friendly service engineer arrived and began asking where the router was, the new router. I explained that we had only received one box and that contained the phone. He then said he’d “give it a go” without the router and disconnected all existing, working perfectly well, internet capability and said “ looks like it working, give it time to set up”, and he left. The following day nothing worked, no computer connections, scanners, phones, nothing! This is the really important part.. The router was delivered the day after the engineer showed up. Then BT told me that the installation company refused to fix the problem and BT would send someone on Monday. I own an Ultrasound Clinic and I had over thirty clients booked before Monday, this was Friday. BT said there was nothing more they would do. I am writing this from inside the Clinic, I’m sitting here on my day off because BT says the router should arrive sometime today and I should wait. They also said they won’t install it today, Monday, as promised they said sometime tomorrow. What an absolute mess. Stay away from the incompetent company.
  • Reviewer
    Location
    Sunderland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Aside from the terrible customer service and our internet constantly dropping, BT stole £294 from our bank account via direct debit.

    They admitted they were at fault over a month ago but still haven’t refunded the amount. We tried to claim it back through our bank first, but BT stopped this from their end. One member of staff then said they’d paid the amount via BACS, but contradicted himself in the same phonecall, saying this was impossible as we had cancelled our direct debit. They then sent a cheque which bounced, promised another cheque which hasn’t arrived, and have now emailed claiming they paid via BACS again.

    The attitude of the staff in the call centre is disgraceful, we have been blamed for their error and it is like talking to a brick wall most of the time. Just when we think we have got somewhere with this, we go back to square one and we still don’t have our money back. At this point, they are thieves who have stolen from a small business.
  • Reviewer
    Location
    Stanmore
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A rip off and beyond incompetent!
    We have been overpaying for sub-standard internet for years (over £60 for less than 30MB which often crashed entirely).
    After having so many technician visits they have failed to fix it. Every time it goes down I get stuck on the phone for literally hours (shortest call 45min) with BT where I have to explain things over and over again, then get another useless technician booked in who often leaves us in a worse state than after the visit, so I spend more hours getting it fixed.

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.