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
    3.2 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 3463 customer ratings since 2021-05-19 (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.

3,276 Customer Reviews over 328 pages

  • Reviewer
    Location
    Hemel Hempstead
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We signed with BT retail in Oct 2021 on the basis their mkt position, customer service levels, and that their superfast fibre would be installed before our 1st leisure business opened in April 2022. It is 12/5/22 and it is still not complete. I have spent most of my 30 year career dealing with the largest companies in the world. I have never ever experienced the level of incompetence with any company, large or small, as I have with BT. I still cannot believe a company of BT's size and market position can be so incredibly bad. No department knows what the other department is doing. Numerous engineers turn up to do the same job weeks apart. We have had to go out and buy our own 4G routers from Vodafone just so we can open the business whilst we wait for BT to finish. They are months late and still cannot admit fault. They say our issues have been "escalated", but do not be fooled, this does absolutely nothing. I would strongly suggest you look for a smaller provider that is organised and takes care of their customers. If I could go to another provider I would but BT have locked us in for 3 years.
  • Reviewer
    Location
    Fulham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overall the worst customer service. They blocked our line by accident because a neighbour was switching providers and they incorrectly registered our wifi. They then refused to accept they made a mistake and werent able to fix the mistake until over a week later leaving us stranded without wifi working from home. No compensation, no immediate action. Their customer service staff are incompetent and cause more problems than solve them.
  • Reviewer
    Location
    Leeds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A complete false start. We opted for a new aerial and explained that we live in a 3 story house. Their engineer came out and informed us that they couldn't fit an Aerial and would have known that had they been informed by BT, which they weren't. BT's response was that I Could either pay for it to be done myself at a cost of £360 or they could just cancel the TV part of our package. No effort at all to find a solution, no empathy at all and the ownus put on us to find a solution. We ended up staying with our current provider.
  • Reviewer
    Location
    Cheddar
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very happy customer! Install was spot on, install the fibre all with no charge,that didn't look like a small job. On BT fiber 900 speed over Lan 950-1gb. So fast and so far very reliable'-)
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTELY TERRIBLE CUSTOMER SERVICE.
    ABSOLUTELY TERRIBLE CUSTOMER SERVICE.
    They don't know their own processes and don't make concessions even if they're in the wrong.

    They asked that I return my hardware equipment at the end of my contract as I was moving address. They said go into any EE store and drop it off, it couldn't be easier. I arrived at EE and was told that they have never accepted routers etc. so I called BT from the store to ask what was going on and why they had wasted my morning by advising to take the equipment to EE. They apologised and said they'd send out a returns bag instead so I could send the equipment back. I gave them all the details of my new address as I was no longer living at the old address, and thought nothing of it.

    The next time I hear anything, it's my old landlord calling up to say there's a bag addressed to you from BT. Obviously they've sent it out to my old address. After calling up again and explaining the series of errors from BT, I was then told I still had to return the hardware or I'd be charged. So after wasting nearly 8 hours of my time. They wouldn't waive a £50 charge.

    It was out of circumstance that I left BT, but I'll be cancelling my business broadband and EE contacts now and won't be back again. Treat people better and you may manage to keep some customers. But I won't be one of them.
  • Reviewer
    Location
    Burley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusting service from BT WiFi

    Just to waste my time further after numerous texts and 2.5 hours on the phone

    Complaint Number VOLO13- 680299153906

    No WiFi for months the service team are a waste of space.
    Promised a tech to home address, no tech and informed complaint closed by email
    Numerous phone calls and waiting in a queue

    Useless

    My account is up for renewal so obviously with this diabolical service I cancel it

    Nobody wants to speak about the three months I’ve been robbed by you taking my money and no service so no surprise all I get is a lady who wants to explain the costs of my closing the account

    You lot should wear a mask.. robbing scumbags
  • Reviewer
    Location
    Eastbourne
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Change to bt broadband, the package had the word fibre in it, so i presumed i was getting the high speed fibre i asked for. It's dire, can't even stream a film. Impossible to get to speak to anyone. Their customer service is structured so you cannot speak to anyone. will just have to pay double to get out of the dire service provision and go to a company that can provide what they say they will.
  • Reviewer
    Location
    Flintshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had the unfortunate pleasure of speaking to your support team who were very rude and unhelpful. I pay for Fibre 2. As a person who is not a fibre engineer I was under the impression and mislead to believe I was paying for fibre Internet. This is apparently half the case. Apparently I get fibre to a cabinet on my street then the fibre goes to my Copper wire to the house. I'm not a scientist but I know fibre which is light passing through tiny glass fibres will not go through metal I.e the copper.


    I only get WiFi without issue in my livingroom. I live in a bungalow and the other 6 rooms get hardly any WiFi. I pay an additional fee for guaranteed speeds yet your customer service tell me that if there speed check says I get a speed then it's not there problem if I don't get the service inside the property.... how is this even morally right?? Paying for a service I don't get and your team say its not there problem. You won't allow me to have an engineer out, you will however send me another disc for a charge. While I am paying for nothing already I don't believe I should be paying for another disc.


    I have two discs already which won't connect to the router when you leave the room yet your customer service believe if I have another one it will magically work. I definitely don't need 3 discs and a router in my livingroom ... yes I will have WiFi in my livingroom which may be better but it still doesn't solve the issue of the WiFi in other rooms.


    Hopefully you will be able to shed some light on why you offer something you call fibre which isn't fibre? Also could you explain why I have to stay paying for a service that doesn't work and you won't help me with and insist I pay you nearly £700 to get out of the contract when I can get real life fibre which is called fibre and is fibre with a different company who will give me the product I was told I would get.
  • Reviewer
    Location
    Somerset
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Avoid Avoid continuous low speeds, was put on the best deal for broadband, was guaranteed a certain speed, this was not working for us! Bad connection and very slow, we were offered disks which added to my monthly bill, many more times with the speed being a issue! Rung today with yet more problems! My speed is guaranteed 65 I think! The call advisor was shocked that it was only 2 no £100 cash for continuous issues with speed etc, am not allowed to leave without paying a fee!!! Absolutely shocking service! I can not wait for my contract to end
  • Reviewer
    Location
    NG33 4PA
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No Internet since the 27th April, no contact from BT Broadband, no date for fixing, terrible, terrible customer service.

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.