BT Broadband Reviews

Have recently moved home and simply wanted to move the service across, but this seems to have been an unnecessarily difficult process for BT. Have had multiple orders cancelled for no reason over they last three weeks, which they cannot seem to stop doing. They say they will call back to sort out, but never do, resulting in me having to call them back. Previously the broadband had a tendency to cut out at least twice a day. It takes a good while to get through to any customer service reps, and even when you do, whilst they are pleasant enough they can rarely solve your issues there and then. Don't even think about asking for discounts for inconvenience, because they won't even consider it. Have been a loyal customer for a good while, but enough is enough and it's time to move on.

• Speed
  3 stars
• Reliability
  3 stars

Awful awful awful. Two weeks with no internet. Engineer supposedly came - no change. New modem sent. No change. Back at square one after two weeks and now have to wait yet another week for another engineer. Been told I cannot cancel contract unless BT fail to provide a service for 90 days!!! How can that be fair? They can fail to provide internet for three months yet I must still pay. Disgusting. Can't wait to leave...

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Tried joining BT but they cancelled our order for no reason so now we have to wait. Customer service trying to deal with their mistakes was appalling (happy to try and sell you extras but unable to rectify basic problems). Would not go near them.

BT is good . Fast and good internet to my house ! Everything about it is good 100% would recommend to anyone

• Reliability
  5 stars
• Speed
  5 stars
• Customer Service
  5 stars
• Satisfaction
  5 stars

Router broke asked for a new one was told they need to send engineer i was like but its the router they where like muh engineer so engineer comes out and says its your router heres an £85 charge robbing scammers

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The worst company by far. Slow WiFi, slow internet, poor customer service. With our plan was included a free TV which never arrived!! When we complained they told us they couldn't do anything!!! And for last but not least we paid BT Sport and it doesn't even include payperview. What can I say? Don't sign with this company, it's a scam, big, big scam.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Awfully disappointed with the dreadful service. Tried to set up a line for SIX weeks but hindered by a series of BT's mistakes. They only know how to apologise but will not compensate in any way. I do not recommend starting with this unhelpful company.

Bt came to transfer our broadband from plusnet, but managed to mess it up and we have now been left with no broadband and no phone for the last fortnight with another fortnight until they will come out again. Where we live we get little if any mobile connection and rely on the broadband for work. Although after an hour trying to rebook a new visit they have behaved very badly making us wait for a month for something they did.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Our Fibre Optic box shared with other occupiers of our small building in London EC1 was isolated as the probable fault as to why only our office and no one else in the building had no internet. Monday we made contact. It was almost certainly a switch that needed to be pushed at Open Reach's end but they could not do this without a job no. This took 3 days to organise. The engineer then arrived late one afternoon and did his best but could not determine the fault and had to return to another job. It turns out that it ialmost certainly is the OR switch and we hope after over a week without internet , it will soon be fixed. Meanwhile, we installed a Vodaphone 5G system as back up-even if China can allegedly interfere with this! It seems to be performing better that fibre optic so we we may ditch OR. I hate poor service as my busibness would not survive if we gave this so I happy to ditch OR and never depend on them again at the first opportunity-JP

• Satisfaction
  4 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Moved into a new build property in July 2020 and as an existing customer signed up for their 'easy' home move system. All communication up to our move date was positive, orders confirmed etc. and 3 weeks notice was given. No internet on the day following move in so contacted the customer service team who said the line could not be activated because of a records issue. This was the company line for 2 weeks (we still were without internet during this time). After two weeks the internet started working but was not at the speeds we were paying for. I called numerous times and spoke to numerous people, each one as clueless as the last and it took these two weeks for BT to acknowledge it was there error and apologise!

I was subsequently told that BT would need to re-order our broadband and phone which would take a further days to organise and then another 3 to process the order. This was due to happen on August 10th. I then received a call saying that the order had not been actioned and that we would have to wait another week. This issue is still ongoing and BT have seemed to be uninterested in resolving for us. We are in a new build property so are unable to move to another provider and this is clearly why they do not feel any pressure in finding a resolution.

I cannot stress how little I would recommend this company. Throughout, I have had to chase and clarify details at my own time and expense and was also still issued with a bill during this period without internet access. This was only refunded after I raised this as an issue.

Terrible processes, terrible customer service and seemingly a lack of interest in getting our issue resolved within a timely manner. Save yourself stress and inconvenience by choosing another provider.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star