BT Full Fibre 100

It really depends on where you look. If you look at OfCom data, BT has a slightly higher than average customer satisfaction (85%) for its broadband services. However, If you visit BT’s Trustpilot page, the reviews are pretty scathing. The company as a whole (not BT Broadband or the Full Fibre 100 package particularly) gets 1.5 out of a total of 5 stars from a combined 14,609 reviews.

Should you be put off by these reviews? Quite honestly, we don’t believe you should. Put into context, BT has approximately 9.4 million broadband customers, and the UK’s largest market share at 33.6%. So those reviews in total represent just 0.15% of all BT customers and an even smaller percentage of BT broadband customers.

If you filter all of BT’s Trustpilot reviews down to just reviews on BT Full Fibre 100 (you can do that using the filter keyword “fibre 100” to capture as much as possible), you get 21 reviews at the time of writing, a fraction of the total. Comments are largely negative ranging from excessive charges, and price hikes, to poor customer service. Like many UK providers, price hikes are, in fact, a reality with BT Broadband packages, and we encourage you to read this page on the annual price changes of BT broadband contracts and to factor that into your budget. BT adjusts its prices annually based on the Consumer Price Index (CPI) rate of inflation + 3.9%. So if you bought your fibre package towards the end of last year you would likely have seen a price increase of 14.5% (10.5% CPI plus 3.9%).

Additionally, deals and promotions on BT packages are reviewed each week (typically on Thursday we’ve found) so it’s worth keeping track of those changes. We’ve created a page on BT price changes here to make it easier for you to see the highs and lows and to assess the best time to purchase.

While reviewers express genuine concerns (Trustpilot does monitor this), that shouldn’t deter you from purchasing. It’s best to know what to expect and arm yourself with the facts, questions, and information that you need before purchasing to ensure that your expectations are met. Here are some of the things we recommend you do before purchasing:

1. Make Sure it’s Something You Need: Make sure the service upgrade is necessary and beneficial for your needs over the next 24 months.
2. Review Long-Term Pricing Trends: Be wary of temporary discounts and thoroughly compare prices and packages from different providers.
3. Prepare for Any Service Interruptions: Disruptions do occur from time to time, and not just for BT specifically more generally for all service providers. Prepare for that and have a contingency plan in place, like a mobile data plan, or perhaps even a local coffee shop that you work from if your broadband goes down temporarily for whatever reason.
4. Understand Contract Terms: Read and understand the terms and conditions and all costs involved, and double-check charges and fees before committing to purchase.