BT: most-reported complaints
Automated analysis of 3,368 public Trustpilot reviews published 2026-07-25 to 2026-09-26. TrustScore 4.2 from 46,029 total reviews — see the Trustpilot page. Quick answer: is BT legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 42% of the 973 complaints identified in the last three months. Poor core service and unreachable support are also frequent concerns, each representing 15% and 14% of complaints respectively. Additionally, 12% of reviewers cite misleading pricing as a significant issue. While reports on support unhelpfulness remain flat, complaints regarding poor service, unreachable support, and misleading pricing show a rising trend.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2015-06-08, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-26 and found 207 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Ofcom (Q4 2025): landline 5, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline 7, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline 7, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline 6, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline 5, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline 8, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline 7, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline 12, broadband 18, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2017): landline 16, broadband 27, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2016): landline 18, broadband 33, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2015): landline 19, broadband 28, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2014): landline 15, broadband 26, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2013): landline 22, broadband 32, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2012): landline 20, broadband 29, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2011): landline 24, broadband 39, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2010): landline 25, broadband 35, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline 5, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline 6, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline 7, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline 6, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline 6, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline 10, broadband 16, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline 8, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline 13, broadband 22, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2017): landline 14, broadband 25, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2016): landline 19, broadband 36, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2015): landline 22, broadband 35, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2014): landline 16, broadband 27, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2013): landline 24, broadband 40, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2012): landline 21, broadband 34, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2011): landline 30, broadband 49, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline 4, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline 7, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline 7, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline 5, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline 6, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline 4, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline 7, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline 10, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2017): landline 15, broadband 28, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2016): landline 15, broadband 26, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2015): landline 14, broadband 22, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2014): landline 17, broadband 27, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2013): landline 18, broadband 28, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2012): landline 20, broadband 31, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2011): landline 25, broadband 43, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline 4, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline 7, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline 5, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline 8, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline 5, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline 9, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline 7, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline 9, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline 14, broadband 23, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2017): landline 20, broadband 34, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2016): landline 19, broadband 31, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2015): landline 15, broadband 25, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2014): landline 23, broadband 33, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2013): landline 21, broadband 33, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2012): landline 25, broadband 37, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2011): landline 28, broadband 41, mobile — complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 3,014 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “BT Broadband keeps dropping”, “BT Broadband contract”, “is Business BT Broadband better than standard BT Broadband?”.
Elsewhere: 3.8★ on Google (673 reviews) · 4.0★ App Store (121,233) · 2.1★ Google Play (23,034) · 4.7★ on Feefo (85,182)
TrustScore over time
4.1 → 4.2 across 16 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (66%, 1.2d) · 2026-08-16 (67%, 1.1d) · 2026-08-19 (68%, 1.1d) · 2026-08-22 (69%, 1.1d) · 2026-08-25 (69%, 1.0d) · 2026-08-28 (70%, 1.0d) · 2026-09-01 (74%, 0.6d) · 2026-09-04 (75%, 0.6d) · 2026-09-07 (76%, 0.6d) · 2026-09-10 (77%, 0.6d) · 2026-09-13 (77%, 0.5d) · 2026-09-16 (78%, 0.5d) · 2026-09-20 (78%, 0.5d) · 2026-09-23 (79%, 0.5d) · 2026-09-26 (79%, 0.5d) · 2026-09-26 (79%, 0.5d).
Severity: 20% of this company’s 973 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (1055 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (broadband), Q4 2010 to Q1 2026 (62 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Independent findings
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2024-10-09 (Website (own site)) — A webpage on the BT website didn’t make clear that their broadband contracts would be subject to mid-contract price increases.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
What their policy promises
cancellation method: online
“you can cancel online”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 1024 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 1024 company replies to negative reviews analysed, 9% engaged with the specific problem and 90% were generic templates.
Review provenance: 2804 company-invited reviews in the recent window average 4.31★, while 97 organic (uninvited) reviews average 1.41★. Trustpilot notes this company has collected incentivised reviews.
18% of its 2080 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 42% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 26,595 of this company’s 46,029 Trustpilot reviews (58%) were written in the last 12 months.
What are the most common complaints about BT?
Support unhelpful
405 reports · 42% of complaintssteady“We have not had broadband or phone for nearly a month now”
The company replied on 2026-08-29: “Hi Kristos, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I've been sent incorrect information. My order is not self install.....And MUST NOT HAPPEN TODAY”
The company replied on 2026-08-15: “Hi Mary, Thanks for taking the time to leave a review. We’re sorry to hear about your experience and appreciate you letting us know. We’re looking into this and will be in touch. Thanks - Andy”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I rang BT and they said there was a mix up with addresses and they could not provide the same package”
The company replied on 2026-08-15: “Hi Peter, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Poor core service
143 reports · 15% of complaintsrising since 2026-09“We have not had broadband or phone for nearly a month now”
The company replied on 2026-08-29: “Hi Kristos, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“You service cut off a house bound vulnerable lady of 89”
The company replied on 2026-09-26: “Hello, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help. Please…”
Our classifier read this reply as a template response.
“BT inadvertently closed my broadband although it took them over a week to accept that it was their error”
The company replied on 2026-09-26: “Hi Maureen, Thanks for taking the time to leave a review. We’re sorry to hear about your experience and appreciate you letting us know. We’re looking into this and will be in touch. Thanks- Kelsey”
Our classifier read this reply as a template response.
Support unreachable
135 reports · 14% of complaintsrising since 2026-09“you have never done these”
The company replied on 2026-08-17: “Hi, Thanks for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for regarding the communication about your broadband service. We’d like…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I don’t want to die of old age waiting on hold old trying too get logged in on the live chat”
The company replied on 2026-09-25: “Hi William, Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience when closing your account. It would be great to help turn things around and…”
Our classifier read this reply as a template response.
“BT inadvertently closed my broadband although it took them over a week to accept that it was their error”
The company replied on 2026-09-26: “Hi Maureen, Thanks for taking the time to leave a review. We’re sorry to hear about your experience and appreciate you letting us know. We’re looking into this and will be in touch. Thanks- Kelsey”
Our classifier read this reply as a template response.
Misleading pricing
113 reports · 12% of complaintsrising since 2026-09“details received in writing were not at all what I believed I had agreed to”
The company replied on 2026-09-16: “Hi, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help. Please give…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Then I get confirmations email saying Now Entertainment will cost £1 for 6 months then £22. I didn't ask for this”
The company replied on 2026-08-27: “Hi Wright, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“BT keep sending me contracts for services I didn't want and didn't order.”
The company replied on 2026-08-25: “Hi Richard, I can see that we have replied to a similar previous review. Please follow the guidance given in our last reply. If you need any further help, please visit our website:…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Account/app problems
97 reports · 10% of complaintssteady“I don’t want to die of old age waiting on hold old trying too get logged in on the live chat”
The company replied on 2026-09-25: “Hi William, Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience when closing your account. It would be great to help turn things around and…”
Our classifier read this reply as a template response.
“The tech team have no idea what the problem is”
The company replied on 2026-09-16: “Hi, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help. Please give…”
Our classifier read this reply as a template response.
“neglected to close old online account so i cannot open another”
The company replied on 2026-09-12: “Hello, Raymond. Thanks for taking the time to leave a review. We're truly sorry to hear about the incredibly frustrating experience you've had with your account. It would be great to help turn things…”
Our classifier read this reply as a template response.
Other
76 reports · 8% of complaintsfalling“I've been sent incorrect information. My order is not self install.....And MUST NOT HAPPEN TODAY”
The company replied on 2026-08-15: “Hi Mary, Thanks for taking the time to leave a review. We’re sorry to hear about your experience and appreciate you letting us know. We’re looking into this and will be in touch. Thanks - Andy”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I did not order anything from BT. I did not purchase anything.”
The company replied on 2026-08-27: “Hi Mr Low, Thanks for taking the time to leave a review. We’re sorry to hear about your experience and appreciate you letting us know. We’re looking into this and will be in touch. Thanks- Georgia”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Hours wasted, followed by another week with no progress”
The company replied on 2026-08-25: “Hi David, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare BT with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.