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
    3 stars
  • Reliability
    3.1 stars

Based on 1349 customer ratings since 2023-05-04 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,590 Customer Reviews over 359 pages

  • Reviewer
    Location
    Rotherham
    Reviewing
    BT
    Date
    Comments
    We are currently paying for the top Infinity 2 Broadband package. Promise at point of purchase was for a minimum of 50.7Mb download. We have noticed for a while that this is not what we are getting (download fluctuates between between about 6Mb and 28Mb & there are times when we have no connection at all) & when we rang we were completely fobbed off & told they can provide whatever they want & that our contract means nothing. Customer service staff were very difficult to understand due to limited English & were very rude and insulting at times - I was asked whether I understood the number 17!!!! I decided to ring sales to try & change our package & the guy on the phone admitted that there is clearly a problem with our broadband & that it is clear that it is at their end. He also said that they had to provide what they promised. He sent an engineer (had to take unpaid leave from work) who confirmed that everything at our end was absolutely fine and that it was BT that had the fault. Nothing was fixed & again it all went off so I rang again & then we were told we would need a phone engineer this time. When I rang again they said it was pointless to send a phone line engineer as the fault was definitely with the broadband & we had had that checked out and our side showed no fault. The girl on the phone said our problem went way back & that we are loosing connection or speed upto 1000 times a day. After 2 more weeks of monitoring it she rang on Friday to check the speed - her response was "that's brilliant" when I said we have 4 Mb download. When I questioned why she thought it was brilliant she said it was because its working fine!!! Anyway she rang to check on it again today & was surprised that I was upset because we are still no further forward. She is sending another broadband engineer to test everything all over again - another unpaid leave from work!!!
    Worst customer services I have ever experienced - been told I am "stupid", , they don't listen & have no interest in actually solving any problems. How do they get away with it?
  • Reviewer
    Location
    Newdigate
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    ZERO STARS: Why would anyone consider joining or transferring to this totally incompetent lot? If you're thinking of either don't waste your time or sanity unless you're a complete masochist!
    I placed an order 33 days ago, paid line rental in advance, had a commitment an engineer would be installing the equipment and have had the run around between their 'back office teams' trying to tell me they are unable to 'find' my line. All this despite the fact I've told them over the phone repeatedly the 2 numbers previously used. They cancelled my first order without even telling me, promised me calls to be returned within 48 hours and at no stage did they ever return the calls forcing me to pay over £20 in paid calls for being penalised by their totally unprofessional and inept call centre staff. I demanded escalations and got flogged off between various back office staff who struggled with some of the basics of English let alone who knew the procedure to deal with situations like mine. 33 days later I'm now left with having to resubmit a new order and wait in line. Totally pathetic! Unfortunately there are no other providers in this remote area otherwise I'd have given up ages ago. Do yourself a favour - avoid like the plague! Mr Patterson you have a very serious problem and need to listen to your consumers. My complaint is being forwarded to the top level and I personally hold you responsible.
  • Reviewer
    Location
    Herefordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Would avoid in the future just for the sake of their customer service. After nearly a month of problems, and two weeks without any service, we're finally up and running with no problems (fingers crossed). Their customer service is despicable, I think I spoke to upwards of 50 people before getting our issues resolved (we moved back home and brought our service with us, they cut the old service at the house off before telling us it would be a month before the new one would be live!).

    If you have no problems then I'm sure BT are fine, the broadband is good (although sometimes a little patchy when a lot of people are using it) and the phone line is fine.

    I would avoid at all costs just because of their customer service though, the most appalling company to have to deal with.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Do not choose bt the packages are expensive compared to other phone and broadband providers.The Internet broadband was at okay speed at first and then in a couple months became slow.Just remember any call out for faults they charge.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Horrific customer service

    Passed to India, sheer waste of time....

    Hate this company
  • Reviewer
    Location
    Hamilton
    Reviewing
    BT
    Date
    Comments
    I changed to BT Infinity from Virgin to save money and I believed there would be no loss of service. I was very much mistaken. Since it was installed we have yet to have all 3 services working (phone, broadband and tv). Both my partner and I work from home so the interruptions on broadband have caused us major problems and I have spent so much time calling and emailing - all to no avail. Customer service is atrocious and I have constantly asked to speak to a manager as I am looking for compensation and to cancel the contract however I won't be paying them a penny as I believe their products are not fit for purpose. I am thinking of taking my complaint to a telecoms ombudsman. Has anyone tried this route and any success?
    I award no stars for anything BT have supplied - dreadful service and would never recommend them.
  • Reviewer
    Location
    Lincs
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Predictably Appalling, useless Help Centre. Multinational monopolist so why would they care. Run by brainless morons with Degrees but no idea how to run a business involving real people. You can't possibly expect anything else from a company that only cares about money and their share price!? (No doubt they'll pay some overpriced idiot PR firm to make them seem more 'human' soon!!?)
    Relentless password resets, shocking Indian Call Centre. MOSTLY LOUSY AFTER SALES SERVICE
    (I wonder if there any human beings left in the world running Global companies?)
  • Reviewer
    Location
    Shenfield Essex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Useless - I think I have spent over day on the phone transferring between departments to get my blasted broadband to work. Every call has lasted about 3 hours and all asking the same questions again and again. My broadband works sporadically and is soooooo slow. BT engineers don't turn up for appointments after you've taken the day off work. If you can get someone else, try them unluckily for me I'm contracted until the summer which I will spend in Costa using their Wi Fi as mine is beyond useless.
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    BT has been nothing but trouble from Christmas time this year. While everything had been running fine for about a year, we developed an unknown fault and our speed disappeared. Calling residential customer services is like entering into a Monty Python sketch. I have been told incorrect information, reassured excessively that they would fix all my problems and my problems would never come back, begged by them to accept their help when I complained that they were not resolving my problem (this was very unusual), and told I have no problems and everything was ok. They rang me back at inappropriate times (close to midnight walking everyone up), told me they found a technical fault, and when I asked them to explain this, they said it was a technical fault, and when I further asked them to explain it, they said they could, but it was technical. While I am not trying to return a dead parrot, and instead, just have my broadband repaired, I have gone around and around and around and around in circles, and my broadband is still rubbish. They are fine when things are working, mainly because you do not have to interact with customer services. Once things go wrong, they go from bad to worse very quickly.
  • Reviewer
    Location
    Finchley
    Reviewing
    BT
    Date
    Comments
    Ordered BT broadband infinity2 on 24/12/14. Hub arrived on 6/01/15. Engineer booked for 08/01/15 to install. Never arrived. When I called Bt told I didn't need an engineer and should be connected by midnight on the 8th. Never happened. Have made numerous calls (all to India) and it appears order management department in India cannot communicate with the engineersdepartment in the UK as every time they put my order on the computer the engineers are saying there is a duplicate order. Don't know what this means. Now they tell me I have to wait till 27/01/15 and again have to take a day off. I am now waiting for a call from them on 14/01/15 to sort and if not will cancel order and go to Virgin. Terrible customer service. A telecommunications company who cannot communicate with themselves or their customers.

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.