BT broadband packages depend on whether your address has fibre to the premises or fibre to the cabinet.

• Full fibre (fibre to the premises): download speeds up to 900Mb, with significantly faster upload speeds than copper.
• Fibre to the cabinet: slower speeds because the final stretch uses copper wiring.

All packages come with the Smart Hub 2 router. You can add Complete Wi-Fi discs with the guarantee for whole-home coverage. Hybrid Connect is available to switch to EE’s 4G during outages.

Broadband plans and bundles

BT’s plans cover a wide range of usage needs.

In full fibre areas, you can order packages from entry-level through to Full Fibre 900. The entry-level plan is fine for browsing and email. Mid-range packages suit families streaming on multiple devices. Full Fibre 900 is for heavy users, large households or anyone who wants to unlock gigabit speeds. Upload speeds scale with the plan, and BT shows you a personal speed range at sign-up so you know what to expect.

In areas with fibre to the cabinet, you can still order BT, but speeds are lower because of the copper section between your home and the street cabinet. For some homes this may be the only option until Openreach finishes rolling out fibre.

BT plans are broadband only, or broadband with Digital Voice if you still want a home phone. Traditional landlines are being retired, and Digital Voice runs through your broadband. TV can also be added, with a BT TV box and streaming options, though many households rely on separate streaming subscriptions.

Promotions vary but commonly include free setup and digital reward cards worth between £50 and £100. These extras can make the first year’s price more competitive, so always check what’s available when you sign up.

Complete Wi-Fi is the add-on for coverage. It starts with one disc and the Smart Hub 2. If that isn’t enough, BT will send up to two more discs for free. If the system still cannot deliver Wi-Fi in every room, you get £100 back.

Hybrid Connect is the resilience option. If your line fails, the Smart Hub 2 switches to EE’s 4G until the fault is fixed. When the connection is restored, it switches back automatically. Speeds are lower than fibre but good enough to keep essentials running.

Router

BT’s Smart Hub 2 comes as the standard router. It uses Wi-Fi 5 and has seven antennas inside to extend coverage. It supports Digital Voice, so you can connect a cordless DECT phone directly. Four gigabit Ethernet ports are on the back for wired devices like PCs or consoles.

The hub integrates with Complete Wi-Fi discs, creating a single home network. The BT app helps you set them up and manage the system. In many homes, the hub and one disc will cover the property. If not, extra discs are sent under the guarantee.

The limitation is Wi-Fi generation. Wi-Fi 5 works with almost all devices, but Wi-Fi 6 and Wi-Fi 7 are now common in new phones, laptops, and consoles. If you want those features, you can connect your own mesh system to the hub and let it handle the Wi-Fi.

For those on Full Fibre 900, the fastest plan, the only way to consistently see maximum speed is through a wired Ethernet connection. Wi-Fi 5 cannot deliver gigabit speeds at range, especially through walls. But for streaming, gaming and video calls across typical homes, the hub is consistent.

Installation and Wi-Fi

If you order full fibre, an engineer runs a fibre cable into your home and connects it to an optical network terminal. The Smart Hub 2 then plugs in via Ethernet. If you add Complete Wi-Fi, the app helps you position the discs to improve coverage. The guarantee applies only to your main home, not to sheds or garden offices.

For fibre to the cabinet, installation is simpler. The fibre runs to your street cabinet and copper to your home. You connect the Smart Hub 2 to your master socket and wait for it to sync. Upload speeds are lower than on full fibre but usually fine for lighter use.

Hybrid Connect is easy to set up. Place the 4G unit where EE’s mobile signal is strongest. If your broadband fails, the system switches automatically to 4G and back again when fixed. The backup speeds are slower but prevent total loss of service.

Wi-Fi coverage depends on placement. Avoid hiding discs behind furniture. Central, open positions give the most consistent results. In long homes, place discs in a line from the hub to the furthest room to maintain signal strength.

Is BT any good?

BT’s focus is on keeping you connected and covering your home with Wi-Fi. Hybrid Connect solves outages by switching you to 4G, and Complete Wi-Fi fixes coverage with discs or pays you if it cannot. For households that rely heavily on broadband, these features are meaningful.

Price is where BT can lose out. It is not always the cheapest compared with Sky, Plusnet or Vodafone. But if you value a backup connection and a coverage guarantee, the extra cost can be worth it.

Customer service is mixed. Contact centres are in the UK and Ireland, which many people prefer. BT also shows a personal speed range at sign-up so you know what to expect. But Ofcom’s data shows longer call waiting times and lower satisfaction with complaint handling than some competitors.

Pros

• Hybrid Connect keeps you online during broadband faults.
• Complete Wi-Fi offers whole-home coverage or £100 back.
• UK and Ireland contact centres and a personal speed range at sign-up.

Cons

• Call wait times longer than the sector average.
• Smart Hub 2 uses Wi-Fi 5, while rivals offer Wi-Fi 6 or Wi-Fi 7.

Alternatives

Virgin Media is the main alternative if you want faster download speeds and large TV bundles. Its cable network covers many urban areas not yet served by Openreach fibre. For households that want broadband and premium TV together, it is worth a look.

Vodafone often undercuts BT on Openreach full fibre. In CityFibre areas, some Vodafone packages offer symmetric upload and download speeds, which is valuable for people who back up files or upload large content.

Community Fibre is limited to London but offers some of the best value. Its symmetric gigabit and multi-gigabit packages are cheaper than many national providers.

Sky and Plusnet are also options. Sky is investing in its Wi-Fi systems and offers broadband with its TV service. Plusnet keeps things simple with low-cost plans. Both lack BT’s Hybrid Connect and Complete Wi-Fi but can be cheaper.

Final opinion

BT broadband is ideal option for households that cannot afford downtime and want reliable Wi-Fi across the home. Hybrid Connect keeps you online during line faults, and Complete Wi-Fi ensures coverage in every room or £100 back. These are practical features that make everyday life easier.

The compromises are cost and hardware. BT is not always the cheapest, and the Smart Hub 2 uses Wi-Fi 5, which is now behind rivals. If you want Wi-Fi 6 or Wi-Fi 7 built in, you need to look at alternatives or add your own mesh.

BT is a good choice for homes that rely on broadband for work, school, and entertainment. Alternatives such as Virgin Media, Vodafone, and Community Fibre are stronger for faster speeds, lower prices, or symmetric uploads.

If full fibre is available at your address and you want resilience and coverage guarantees, BT is worth considering. If you want premium TV with faster download speeds, check Virgin Media. If you are in London and care about upload speed, Community Fibre is one of the best deals. Otherwise, compare BT’s extras against Sky, Plusnet and Vodafone and see if the backup and coverage guarantees make it the right option for you.

All you need to know about BT broadband

BT is the largest broadband provider in the UK, with more than 9 million customers in 2025. Independent Ofcom reports provide a clear view of its performance.

Complaints have been improving. In 2024, BT had 39 complaints per 100,000 customers, compared with an industry average of 41. That was down from 46 the year before.

Customer service has mixed results. Average call waiting time in 2024 was 3 minutes 33 seconds, longer than the sector average of 2 minutes 1 second. BT also had the highest call abandonment rate at 14%.

Satisfaction levels are more positive. 85% of customers said they were happy with their overall service, 85% with speed, and 87% with reliability. Only 55% were satisfied with how their complaints were handled.

Performance is in line with other Openreach-based providers. Ofcom measured UK median download speed at 69.4Mb and upload at 18.4Mb in 2023. Peak evening speeds delivered 95% of maximum levels, and latency on full fibre averaged 10–15 milliseconds, which is good enough for gaming and smooth video calls.

BT is part of Ofcom’s automatic compensation scheme. In 2024, providers paid out over £63m to customers for delayed repairs, missed appointments and late activations.

Coverage continues to grow. By early 2025, full fibre reached more than 75% of UK homes, with gigabit services available to even more. BT, through Openreach, is central to this rollout, so availability is increasing every year.