BT broadband review

BT broadbandOur review of BT broadband is based on results from our Customer Satisfaction Survey. The stars represent average ratings from BT customers themselves - so you know it's information you can trust...

How good is BT broadband?

Overall customer satisfaction (from 814 ratings) Close

Our provider star ratings are sourced directly from our Broadband Customer Satisfaction Awards. Customers were asked to grade their broadband provider on a scale from 'very satisfied' to 'not at all satisfied' across six criteria.

These criteria were reliability, download times, value for money, customer service, activation speed - how quickly their service was activated after they subscribed - and clarity of billing. A broadband provider's overall rating is taken as an average of these six ratings.

For each provider, our journalists selected a representative sample of customer reviews. Their reviews are shown as-is and are not edited, whether good and bad. We trust they will provide you with a balanced take on each provider.

3 stars out of 5 3 stars out of 5

User reviews for BT broadband from an independent Customer Satisfaction Survey carried out in June 2013

Score breakdown

  • 2.5 stars out of 5
    Speed

    The Speed category indicates how fast customers feel the service they have received from the provider has been compared to the advertised 'up to' speeds.

  • 3 stars out of 5
    Customer service/technical support

    This gives an indication of the provider's availability to customers and its interaction with them, as well as its ability to solve technical issues.

  • 3.5 stars out of 5
    Service activation

    Customer rating of how smooth the process of getting their service activated was - whether it was done within the time specified and so on.

  • 2.5 stars out of 5
    Value for money

    Measures whether customers believe the overall service they receive from the broadband provider - from speed to technical support - is worth what they pay.

  • 3.5 stars out of 5
    Clarity of pricing and billing

    This denotes how clear the provider makes it to customers how much they are paying, what they are paying for and what their bill shows.

  • 3.5 stars out of 5
    Quality of router provided

    Quality of router shows how customers rate the router the provider offers in terms of looks, build quality, features, ease of use and wireless.

  • 2 stars out of 5
    Additional customer benefits

    Customer ratings of any additional benefits the broadband provider offers, such as Wi-Fi hotspot access, online security, static IP addresses or webspace.

  • 3.5 stars out of 5
    Online security features

    This is how customers have rated the security the provider offers in terms of effectiveness, how easy it is to set up and so on.

  • 3.5 stars out of 5
    Quality and reliability

    Quality and Reliability refers to how good customers feel the broadband provider is overall and how consistent they found the service they received.

Customer comments about BT broadband

The good

  • Always a good speed for broadband and we stay in the back of nowhere.
  • BT responded promptly and efficiently to a recent loss of speed.
  • Pretty good for a rural area.
  • First class broadband service.

The bad

  • Bills are far too complicated.
  • BT has now become over-priced compared to others!
  • Would like a faster broadband speed.

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