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BT broadband

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Overview

  • Good range of broadband packages which you can bundle with phone and TV options
  • BT's fibre optic broadband service Infinity available in some areas
  • Pay one year in advance to save money on your line rental
  • BT Sport available to all BT broadband customers through the online app, or as a TV channel if you take BT TV

Best selling BT broadband deals

Broadband Genie Home Broadband Awards

While BT didn't win any awards in the 2014 Home Broadband Survey, the ISP did receive some good poll ratings. Notably, 70% of BT customers would recommend them, 77% consider the connection to be reliable and 70% are satisfied with the speed. BT was also a nominated finalist in the Best Bundle Provider category for its good value TV packages, and came close to winning Most Innovative provider.

About BT

The big daddy of UK broadband, BT owns the infrastructure that all other providers except Virgin Media use to put ADSL, ADSL2+ and now fibre optic internet into your home. It's the biggest fixed-line broadband provider by user numbers, its 'Home Hub' wireless router is well regarded, and it offers a good variety of products - everything from a straight broadband deal to offers including mobile phones, mobile broadband dongles and television services. With the introduction of BT Sport in 2013 the firm is now competing directly with premium TV bundle providers.

BT is rolling out 'super-fast' fibre broadband ('up to' 76Mb speeds) and continues to expand its ADSL2+ footprint, but is often criticised for not doing this fast enough (or without prompting from government). As you might expect from such a big company, some customers find the left hand doesn't know what the right hand is doing, but it does offer 24/7 customer services and technical support, with premium options also available.

BT claims to be the world's oldest communications company, dating back to the Electric Telegraph Company of 1846. British Telecom (as it was known) was formerly part of the Post Office - then a government department - but became a public limited company (plc) in 1984. It now has more than 5.5 million subscribers (including Plusnet, which it owns) to its BT Total Broadband products, which it runs in partnership with Yahoo!

Customer reviews

Show all 340 BT Broadband reviews»

  • neutral

    by Mark at 10:52 on 25 Jul 2014

    I am fed up with BT and by sound of many of these posts I am not alone. Their after sales service is terrible and has left me feeling angry and upset.

    My broadband connection went down last Friday (a week ago). I rely on broadband heavily as I work from home a lot of the time. I phoned up BT on the day. What was three hours later, talking to at least three operatives, trying all sorts of tests on the line they finally came to the conclusion there was a line fault. I could have told them that within 5 minutes. An engineer visit was arranged for 5 days time!!!! The day came and the engineer didn't turn up! Phoned BT again. I was told the engineers were busy and couldn't turn up on the agreed day let alone agreed time! Incidentally I received a few texts previously explaining the engineer was going to visit at the agreed date and time and that it was a fault inside the home. That was not the case. Many tests over the phone had proved it. They were trying to put me off asking for an engineer.

    So after more waiting on the phone talking to numerous people another time was arranged for the day after. This time the engineer arrived. He was a pleasant and knowledgeable person who fixed the line fault in a couple of hours. He tested the line and informed me everything was now ok but that there was a cap placed on the line because of the fault. I was limited to a 288kbit/s download speed but a 1051kbit/s upload speed. Almost unusable. He told be all I had to do was phone the broadband support line and they would remove the cap. So more hours were spent trying to get through to the right department. The right department would have to phone me back in the evening however. The agreed time came and went. Half an hour late the engineer called. What I was told next just beggers belief! They couldn't remove the cap because the line had to settle down for 24 hours. Uncapping it before hand would do irreparable damage. I wouldn't consider myself stupid but please someone tell me this is true because I think I'm losing my mind.

    So a long phone call with the complaints department was next. This was as much use as a chocolate tea pot.
    Where am I now? Still with an almost unusable broadband connection and no hope of resolution in sight.
    My theory about all this. BT have reduced their engineering team to such low levels it is now severely impacting customer service. So they put a line of incompetent call handlers in the way using a useless call script to try and persuade the customer not to call out an engineer. I pity those call handlers. They are probably paid a pittance in India and have to handle extreme abuse from unhappy customers. I may have raised my voice but I was not rude to them. It's not their fault. And the 24 hours to let the line settle? That's probably the SLA for proper engineers to remove the cap on the line.

    You know what is so frustrating is the fact that regardless of provider, when living in a rural area like me, you are tied to the poor service because BT own the lines.

    I am seriously looking for another provider. Perhaps TalkTalk? I get the same poor service for half the price!

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  • unhappy

    by Sharon at 11:16 on 10 Jul 2014

    So fed up trying to deal with this company! Just get passed from pillar to post. I had a great deal but was told price would increase substantially after 6 months but if I called after the 6 months they'd give me either the same or better deal. I did so and was told they'd have to cancel my contract which would take upto 24 hrs and they'd call me back to arrange this new deal. No call! I called them when I received my astronomical bill. They apologised and gave me the same deal I was on before. Following month, still charged crazy price, I called again. After many many calls and apologies they kept trying to rip me off so I cancelled my direct debit and moved supplier. Bt are now stating my contract was never cancelled and I owe them lots of £££. Not only are they terrible in the customer services but are complete liars.

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  • neutral

    by Steve Guest at 11:26 on 8 Jul 2014

    BT HAVE DELETED ALL OF MY DISPOSABLE EMAIL ADDRESSES when they changed my email account from BTYahoo to the new BTmail system. There were approx 30 in total which were used by banks, building socs, shops, insurance and other companies to provide me with important information.

    I rang the BT email helpline on 25 June 2014 to see if they could reinstate them:-

    (1) The first person I spoke to clearly did not know anything about disposable email addresses and eventually, by my insistence, passed me onto their manager.

    (2) The manager knew little about disposable email addresses and said they were not part of the new BTmail system and so I had to instruct him where to find them under settings! He clearly could not answer why it had happened so passed me onto an BT email specialist(?)

    (3) The third person gave up very quickly and she passed me onto a BTYahoo email specialist(?)

    (4) This person knew of disposable email addresses but in the end just stated that BT had deleted them in the transfer. AT THIS POINT I RAISED A FORMAL COMPLAINT. On a follow up phone call I was told that I would NOT be able to have my BTYahoo disposable email addresses reinstated.

    AFTER THE ABOVE 75 MINUTE PHONE CALL I NOW HAVE HAD TO SPEND ANOTHER 5+ HOURS RE-ESTABLISHING MY COMMUNICATIONS TO THE ABOVE BANKS, BSOC, SHOPS, ETC.

    Several obvious questions arise from this:-

    Q1 Why didn't BT transfer the disposable email addresses?

    Q2 If they can't transfer them now, how did they design a new email system that would not allow it? Are they so stupid they don't realise the problems this might cause for their customers?

    Q3 Failing both of the above why didn't they advise their customers this would happen before they did it?

    Q4 Has BT trained its staff adequately? The phone call detailed above would indicate not!

    Clearly BT does not care about its customers and I suspect one of the main reasons for the new BTmail system is to tie you in with them - if you cease to pay BT you loose your email accounts so it makes it more problematical to move your broadband provider. Of course the answer to this is to keep your email account with Yahoo, Google, etc that provide the service free through advertising.

    SB 2014
    This complaint is available on the internet.eventually, by my insistence, passed me onto their manager.

    (2) The manager knew little about disposable email addresses and said they were not part of the new BTmail system and so I had to instruct him where to find them under settings! He clearly could not answer why it had happened so passed me onto an BT email specialist(?)

    (3) The third person gave up very quickly and she passed me onto a BTYahoo email specialist(?)

    (4) This person knew of disposable email addresses but in the end just stated that BT had deleted them in the transfer. AT THIS POINT I RAISED A FORMAL COMPLAINT. On a follow up phone call I was told that I would NOT be able to have my BTYahoo disposable email addresses reinstated.

    AFTER THE ABOVE 75 MINUTE PHONE CALL I NOW HAVE HAD TO SPEND ANOTHER 5+ HOURS RE-ESTABLISHING MY COMMUNICATIONS TO THE ABOVE BANKS, BSOC, SHOPS, ETC.

    Several obvious questions arise from this:-

    Q1 Why didn't BT transfer the disposable email addresses?

    Q2 If they can't transfer them now, how did they design a new email system that would not allow it? Are they so stupid they don't realise the problems this might cause for their customers?

    Q3 Failing both of the above why didn't they advise their customers this would happen before they did it?

    Q4 Has BT trained its staff adequately? The phone call detailed above would indicate not!

    Clearly BT does not care about its customers and I suspect one of the main reasons for the new BTmail system is to tie you in with them - if you cease to pay BT you loose your email accounts so it makes it more problematical to move your broadband provider. Of course the answer to this is to keep your email account with Yahoo, Google, etc that provide the service free through advertising.

    SB 2014
    This complaint is available on the internet.

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  • neutral

    by A Rhodes at 23:03 on 9 Jun 2014

    Our worst experience ever, we've a problem with the parental controls meaning we can't get onto facebook, twitter et al. The help dept promise help, arrange follow up calls which never happen. I would recommend a length of string between two empty bean tins before I would suggest BT as a broadband service provider. The service in our experience is not of merchantable quality and we want out unless they come good on the latest promises! Given a 1 star review because a zero option is not available!

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