BT

Mobile & Telecom • United Kingdombt.com

Review data last updated August 16, 2026.

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Based on public reviews and response behavior.

Overall Score

36/100

−30.0 vs. last month2.94 ★ average rating · 610 reviews

Competitive Performance Rank

Among fully-analyzed Mobile & Telecom companies

#96of 114

Top 84% · Bottom Tier

#1 (best)#114 (worst)

#94Peer

#95Peer

#96This company

#97Peer

#98Peer

Overall Customer Sentiment

Below Average

52% of reviews positive, 47% negative

52%

positive

Positive52%
Neutral1%
Negative47%

Sentiment Balance

Covering November 2024 — 5 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 20% of reviews in this period, with 80% negative and 0% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 604 reviews across the months with enough data to chart reliably (min 3/month), most recent: November 2024.

Sentiment has been declining over the period shown.

Theme Distribution

Share of theme mentions

Delivery Shipping

15.9%

Customer Support

14.9%

Loyalty

13.1%

Response Speed

12.9%

Product Quality

12.6%

Most feedback concerns Delivery Shipping.

The most common complaint theme is Delivery Shipping, making up 15.9% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

HIGH82/100

82/100

signal score

•Built from a negative-review share of 46.6% across this company's analyzed reviews.
•20 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•Recent reviews are more negative than earlier ones, which pushes the signal up.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

2.9avg rating

5★

43.0%

4★

4.9%

3★

2.5%

2★

2.8%

1★

46.9%

Based on 610 analyzed reviews. Sentiment is slipping: 0.0% of reviews in the last three months were positive, compared with 11.8% in the three months before that.

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