BT Broadband Review

BT Broadband Explained

BT broadband services use three different technologies:

Standard Broadband (ADSL)

• Uses the traditional copper telephone network.
• Offers average download speeds around 10 Mbps and upload speeds of about 1 Mbps.
• Now only available in areas without fibre coverage.

This option is becoming less relevant as Openreach upgrades the national network. It is suitable only for light browsing and email, and not recommended for streaming or working from home.

Part-Fibre Broadband (FTTC)

• Fibre-to-the-Cabinet, with copper cables covering the final stretch to the home.
• Packages include Fibre Essential (36 Mbps), Fibre 1 (50 Mbps), and Fibre 2 (67 Mbps).
• Upload speeds range from 9 Mbps to 18 Mbps.

FTTC is still the most common connection for many UK households, but speeds depend heavily on distance from the street cabinet. While fine for HD streaming and video calls, performance can be inconsistent in busy households.

Full Fibre Broadband (FTTP)

Fibre-to-the-Premises delivers a direct fibre connection into the home.Offers symmetrical performance improvements, low latency, and much higher throughput.Plans start from 150 Mbps and reach up to 900 Mbps average download speeds, with uploads as high as 110 Mbps

With BT full fibre, there’s no copper slowing things down, so you get more reliable speeds at all times. Availability depends on whether Openreach has upgraded your area.

Speeds

• ADSL: Around 10/1 Mbps (download/upload).
• FTTC: 36–67 Mbps down, 9–18 Mbps up depending on the plan.
• FTTP: 150–900 Mbps down, 30–110 Mbps up.

BT’s speeds are in line with Ofcom averages for Openreach-based providers. Performance is generally reliable, especially for full-fibre users. Upload speeds are notably lower on FTTC, which can be a limitation for video conferencing, large file transfers, or cloud backups.

Reliability and Latency

BT broadband comes with “Stay Fast Guarantee”, which promises compensation if speeds fall below an agreed minimum. Latency on FTTP services is low, making them suitable for online gaming and real-time applications. FTTC connections, however, can show higher latency and are more vulnerable to evening slowdowns due to copper limitations and contention ratios at the cabinet.

Streaming and Gaming Performance

• FTTC users may notice buffering if multiple devices are streaming 4K video simultaneously.
• FTTP users can expect smooth 4K or 8K playback, stable video calls, and lag-free online gaming, even across multiple devices.

Bandwidth consistency is one of BT’s stronger points, particularly on full fibre, where speeds remain steady during peak hours.

BT Full Fibre Broadband Plans

BT’s full-fibre service is available in four main speeds:

Full Fibre 100

• 150 Mbps download / 30 Mbps upload.
• Suitable for small to medium households streaming HD and 4K content, video calling, and light gaming.

Full Fibre 300

• 300 Mbps download / 50 Mbps upload.
• Better for families with multiple devices using HD streaming, downloads and uploads, and heavy internet use.

Full Fibre 500

• 500 Mbps download / 73 Mbps upload.
• Ideal for large file transfers, 4K/8K streaming, and fast-paced multiplayer gaming.

Full Fibre 900

• 900 Mbps download / 110 Mbps upload.
• Best for super busy households that require maximum capacity and professional-grade speeds for simultaneous, high bandwidth applications

Compared to rivals, BT’s speeds are competitive, though Virgin Media still offers faster speeds (up to 2 Gbps in some areas). Community Fibre and Hyperoptic offer symmetrical speeds on their own networks, while BT’s full fibre plans still have much lower upload speeds than downloads.

BT Smart Hub 2

BT broadband includes Smart Hub 2 router as standard. It supports dual-band Wi-Fi (2.4 GHz and 5 GHz) and offers features like automatic channel optimisation and gigabit Ethernet ports. Coverage is excellent, supported by seven internal antennas.

However, the Smart Hub 2 is still based on WiFi 5 (802.11ac). Competing ISPs like Virgin Media and Vodafone now ship WiFi 6 routers, which are better at handling multiple devices connected simultaneously.

Complete WiFi

Complete WiFi is BT’s fix for patchy coverage in the home. You get up to three discs to help spread the signal more evenly. If that doesn’t sort it, BT gives you £100 back. It’s most useful in larger houses or flats with thick walls.

BT TV and Bundles

BT rebranded its TV service as EE TV in 2024, but packages remain available alongside broadband. Customers can choose from flexible packages:

• Entertainment – NOW Entertainment channels, Netflix Standard (with adverts), discovery+ Basic.
• Sport – TNT Sports, discovery+ Premium.
• Big Entertainment – adds NOW Cinema for films.
• Big Sport – adds NOW Sports and Sky Sports channels.
• Full Works – combines all entertainment and sport content.

TV boxes range from the feature-rich EE TV Box Pro (with 4K HDR and Dolby Atmos) to simpler mini-boxes for secondary TVs. Content partnerships with NOW, Netflix, and discovery+ make the bundles competitive, though costs rise quickly when adding premium sports.

Extra Features and Add-Ons

BT offers optional extras that differentiate it from budget providers:

• BT Halo – Enhanced service with features such as Home Tech Expert visits, Hybrid Connect 4G backup, Complete WiFi, and price promises. Available in Halo 3 and Halo 3+ tiers.
• Hybrid Connect – Uses EE’s 4G network as a failover if broadband goes down.
• Home Phone Plans – Inclusive call bundles and international add-ons.
• EE Mobile Discounts – Broadband customers can save on SIM-only and mobile plans when bundled.

Pricing and Value for Money

BT broadband is rarely the cheapest in the UK. Standard FTTC plans start just under £30 per month, with full-fibre plans ranging from the low £30s to over £40 for the top end plan.

Reward cards for new customers are common, as are free setup offers.

For low-income households, BT’s Home Essentials tariff offers reduced prices and is exempt from annual increases. This makes it a key option for those on Universal Credit or Pension Credit.

Installation and Setup

BT installation depends on connection type:

• ADSL/FTTC – Usually a simple activation using the existing phone line. In most cases, customers can self-install.
• FTTP – Requires an engineer visit to connect fibre directly to the home. An optical network terminal (ONT) is installed alongside the Smart Hub 2.

Waiting times are usually around 1–2 weeks, though full-fibre installs can take longer depending on property access. BT supports switching through Ofcom’s “one-touch switch” process, making it straightforward to move from another Openreach provider.

Customer Service and Support

BT was once widely criticised for poor customer service, but recent Ofcom reports show gradual improvement.

• UK-based call centres, improving response times and communication.
• Home Tech Experts, who can visit homes for setup and troubleshooting.
• Stay Fast Guarantee, compensating customers if speeds fall below a guaranteed minimum.
• Complaint levels that are now below the industry average, although still higher than Sky.

Trustpilot reviews remain mixed, with praise for reliability but criticism of pricing and contract terms. Overall, support is stronger than budget ISPs like TalkTalk, though not as highly rated as Sky.

Pros and Cons

Pros

• Wide choice of packages across ADSL, FTTC, and FTTP.
• Reliable full-fibre service with consistent speeds and low latency.
• Bundled options with TV and mobile services.
• UK-based customer service and Home Tech Expert visits.
• Home Essentials social tariff for those on benefits.

Cons

• Generally more expensive than rivals.
• Smart Hub 2 limited to WiFi 5, behind Virgin and Vodafone’s WiFi 6 kit.
• Annual price rises
• Asymmetrical speeds — lower uploads than downloads

Final Verdict

BT broadband remains a good choice in 2025, especially for households that want reliability, comprehensive bundles, and access to full-fibre speeds. It is not the cheapest provider, and its router technology lags behind some rivals, but its service quality, nationwide availability, and extras like Halo and Complete WiFi add genuine value.

For households prioritising low prices, budget ISPs may be a better option. For those who want symmetrical speeds, alternative providers like Community Fibre are a better choice. But for users who value a trusted brand, strong customer support, and easy integration of broadband, TV, and mobile services, BT remains a solid choice.

Further Reading