BT Broadband reviews

Read genuine BT Broadband reviews from BT customers. We trust their opinion will help you make the right decision when debating whether to get BT Broadband.

What their customers say

Our journalists selected a representative sample of BT Broadband customer reviews from our 2012 Customer Satisfaction Survey. Their reviews are shown as-is and are not edited. Both good and bad, we trust they will help you make an informed decision.

BT Broadband packages

BT (www.BT.com) is the oldest and best known telecoms company in the UK. BT delivers broadband through its phone and fibre networks, and has the largest coverage - 99% of the population are able to get a broadband connection via BT.

BT offers broadband speeds of up to 16Mb on its ADSL network, and up to 38Mb, 76Mb and 100Mb via BT Infinity, its fibre optic broadband network.

If you are interested in BT broadband, several options are available, covering broadband, home phone and calls packages, and digital TV in the form of BT Vision.

BT Customer Satisfaction Rating (from 3023 ratings)

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 3 stars out of 5

User reviews for BT from the broadbandchoices.co.uk Customer Satisfaction Survey carried out in June 2012

Score breakdown

3.5 Stars

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.

3.5 Stars

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

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

Service was activated

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

3 Stars

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

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

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.

3 Stars

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

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.

What our users had to say about BT

The good

The router supplied can be programmed to switch off during the night, thus saving power. A neat trick.

The quality of the router is generally good.

It has never gone off.

I have always dealt with BT and have never had a problem - they are the best.

BT have been pretty good to me as a loyal customer. Each time I've upgraded, they've offered me a very good deal.

The bad

Not receiving the download speeds I expected help desk is not in the UK.

Where I live can only get slow speed as too far from exchange so BT say.

Paid extra for latest router but when receiving slow download rates was told we could not receive higher speeds due to location. Annoying after paying for new router.

Download speed varies considerably.

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