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29 June 2021

BT broadband review

We've surveyed thousands of broadband users and can tell you everything you need to know about BT broadband – including whether to sign up for one of its deals
YF
Yvette Fletcher

Britain's biggest broadband provider hasn't always been Britain's best broadband provider. In previous Which? surveys, BT has often fallen below average and has even been trumped by Virgin Media and Sky. With improving speeds and the popular Infinity fibre broadband, could BT have become one of the best broadband providers?

BT Broadband score

Use Which? Switch to find the best BT broadband deal for you.

BT broadband review

Below you’ll find a range of information about BT broadband. Which? Members can also read our full review, including: 

  • A full breakdown of how its customers rated it for key factors, such as the technical support it provides
  • Quotes from real BT broadband customers on their experiences
  • Compare all of BT's broadband deals.
  • And get access to our BT broadband satisfaction survey results.
Speed
Reliability
Ease of set up
Value for money
Ease of contacting
Customer service
Technical support
Customer score (%)

We'll tell you exactly what you need to know about all the UK's biggest broadband providers, and help you avoid signing up for a deal you'll come to regret.

If you're already a member, log in now, or join Which? today.

What makes a Which? Recommended Provider?

Which? Recommended Providers are the cream of the crop, and the accolade is only given to broadband companies that achieve a customer score of 70% or above.

That's not all. We know that price is important, so companies can only be Recommended Providers if they charge a reasonable price for their services. If they charge too much they're not eligible, whatever score they receive in the survey.

TV and Broadband reviews from Which?: discover which providers impressed most in our latest survey.

What is the latest BT router?

BT supplies customers with its Smart Hub (launched in July 2016) for superfast fibre customers, or the Smart Hub 2 for Ultrafast Fibre Plus customers. These are free, apart from a £9.99 postage and packaging charge.

We've tested the BT Smart Hub and Smart Hub 2 and were impressed. They're some of the best ISP-supplied routers currently available. Find out more in our BT Smart Hub review and BT Smart Hub 2 review.

BT broadband deals

BT offers broadband and home phone deals, or broadband, home phone and pay TV. You have to pay for a BT phone line, and can't buy a broadband-only deal. BT line rental costs £21.10 a month. You can pay it monthly or quarterly with no discount. However, if you pay for 12 months upfront, which would cost £219.84, you can make an annual saving of £33.36 over the standard monthly cost.

BT's broadband deals now have an 24-month contract as standard, which may be too long for some.

BT broadband users can enjoy access to TV sports content through the BT app or by streaming it online. This costs £10 a month if you have a BT broadband package, although there are sometimes free offers available. BT's deals also give free and unlimited access to the company's wi-fi network. This comprises five million hotspots in public places across the UK.

If you want a package that includes a pay-TV service, read our BT TV and broadband provider review.

BT broadband speed

BT has the best broadband availability in the country. The chances are that if any company can supply broadband to your house, it will be BT.

BT offers standard ADSL speeds (average speed 10Mbps) to those who can't access fibre, although it no longer advertises standard deals on its website. Instead, it focuses on fibre-optic connections with average speeds between 36Mbps and 67Mbps, depending on the package you take. 

A small number of homes can also access ultrafast BT broadband via fibre-optic technology called 'G.fast' or 'fibre to the premises' (FTTP). BT's full fibre offerings have average speeds of 145Mbps, 300Mbps, 500Mbps and 910Mbps, depending on the package.

BT’s ultrafast packages also come with a speed guarantee, whereby you can claim £20 if your speed falls below a set rate.

To compare prices and see more details on each package, read our BT broadband package reviews.

Need to get in touch with BT?

Bookmark our BT customer contact page, which contains helpful links to service status updates, customer service phone numbers and social media accounts.