BT Home Broadband Reviews

8 days after install and still no broadband, customer services unhelpful and feel like I haven't got what I have asked for with no date of expected completion to make it work and they will still start billing me if you have a line already choose another provider

Poor customer service. Great internet speed but pretty pointless if the internet connection drops out at least 9 times a day. No one gets back to you in a reasonable time. Hopeless. Worse internet ever.

Their sales team are veritable pirates, as what I read on here confirms. Selling deals that are not the best for customer and yet locking you into a contract you can do nothing about and being told you are on this contract and that cancellation is a chargeable action.

They also RAISED the price in breach of our 12 month contract, and yet if I wanted a better deal as I had been recommended a bad deal there was essentially nothing I could do.

I raised a complaint issue, and was to be offered a callback, which I had to wait 18 days for! This callback did not come, and when I called to find out why, I was told that the system said that they had called and spoken to me! I asked, so, um, what does it say was resolved in this non existent call?! Needless to say, there was no answer.

They seriously need to sort out their sales team, they are chirpy rogues. I cannot speak for other departments, but they soured an entire lifetimes brand loyalty for me in chasing extra pounds. Well done /s I will not recommend this company to anyone. I certainly will not go to SKy as have no desire to line Murdochs pockets either. BT Sales and their contract are an utter shame and an abuse of my prior loyalty and trust.

The customer service is appalling, particularly offshore. They do not appear to keep notes on issues or discounts, the billing is haywire. Don't expect them to move you on the day, it took 7 weeks to get my service transferred. BT? - DON'T DO IT TO YOURSELF

Just for starters I have had to put 1 star as could t leave 0. BT are by far the worst company we have ever had to deal with.
We were originally miss sold a package. Told we would be getting a certain speed for broadband with BT sport thrown in as well. But when the confirmation email came through the next day it stated something completely different.
We called BT and were told it needed to be investigated and the original phone call listed to. If we were right they would honor what was originally said for the same price. They then said the process would take until the 4th Jan.
We know we were right so agreed to wait with the knowing it would be resolved.
I stayed home all day yesterday (the 4th) waiting for my phone call from Sam who claimed to be a complaints manager. I even called myself a couple of times to chase the situation. Everyone that I spoke to said that they could t deal with it and I had to wait for Sam, but not one person knew where she was or if she was even in? One guy even told me off the record that we were right but had to speak to Sam to get it sorted. All day her direct number went to answerphone and my mother in law sent emails as well. We had waited 2 weeks and wanted an answer!
Anyway we heard NOTHING yesterday from Sam the complaints manager.
And at 8.10am this morning the phone rings, low and behold it's her...
Sam then goes on to ask me AGAIN to tell her the situation as she still needs to listen to the call!!?? Hang on a minute why have we waited 2 weeks then??
We then had to wait a further 45 mins for her to call back and tell us that we were right... However the best they can do is reduce it by £6 which is NOT what we were promised! Sam Willis was rude and ignorant and clearly didn't care about keeping or losing our custom.
So after all that waiting they couldn't honor what we were told. If we had known that we would of cancelled 2 weeks ago instead of living with pretty much 0 connection.
We have now signed up with Sky who straight away have given far better customer service! Let's hope the connection speed is better too!

MY ADVICE IS DO NOT GO WITH BT! AVOID AT ALL COSTS!

Breathtakingly awful service. The sorry tale is too long and tedious to recount. Suffice to say I just can't imagine what is going on at BT. It is an utter shambles although the actual individuals I've spoken to on the phone are reasonable and doing their best. There is clearly some massive fault in the basic running of the company.

My BT broadband is not working since the end of November. We have called their staff several times; however the service they give is poor and they do not give a solution. Moreover, some staff hang up as we are talking. We request to move to another service provider but they lock us with the contract we have with them. They ask £150 to cancel the contract. I advise that if you want go to BT then don't sign the contract. Most customers like me also gave BT a bad review. BT are now thinking of money instead of their customers' service. I have made a lot of complaints but they did not take action. They don't have professional workers and service as they say that the contract said there will be no guaranteed Wi-fi. Also they make me angry and my blood pressure has gone high. Unfortunately, I don't want to give any stars above but you have to give stars to submit the review. I recommend you to go to a provider who gives Wi-fi that is guaranteed.

Been with B.T. for about 10 years, iv'e moaned ,complained ,iv'e waited and waited, i even paid Microsoft thinking it was my P.C. that was the problem and that was a waste of £70, Back to B.T.Ive upgraded iv'e had 3 new routers in the last year, and over the years the speed has remained the same with no improvement to the line and i only live 2 miles from the switchboard, whenever you phone to moan you get shoved from pillar to post and at the end of the line it's the same thing unplug this unplug that switch this and that off, as if i have'nt already done that ?, Get a grip B.T. WE ARE PAYING good money for a poor service

If you move to this company be prepared to not get the service you paid for.

Then be prepared for them not to care or do anything about it.

I've got the highest broadband, complete with a multi room set up... or shall I say that is what I PAY for.

I've been with BT for 8 months and just waiting until I can move in April.

The TV has never worked and we just use the broadband to stream from the internet and even the internet just mysteriously drops out fairly regularly.

I've spent hours and hours, waiting and on hold over the months. Passed from person to person, told someone will call me in a 2 hour window on 3 seoerate icassilns and just wasted my time as no one called.

We've completely given up and resigned ourselves to the fact that BT was a complete waste of time and a massive inconvenience.

We've. been in contact with the Ombudsman but their investigation said that we should be given a £75 goodwill gesture, whilst in the mean time we still pay more than hat per month whilst we count down the time until we can leave our contract.

The bodies that look over companies such as BT need to wake up and read he 1000's upon 1000's of reviews in line and give BT an ultimatum to sort themselves out.

If you do decide to go with BT after reading all of these reviews then you deserve the next 12 months of anger, frustration and wasted money

Customer service team very unhelpful.
everytime i call them to complain about the net not working or the hub not working they just send new hubs so since the past 3 months ive had 5 hubs all faulty!! Big mistake joining bt

Joining BT is one of the worst decisions I have ever made!!

In the three months since joining I have had two faulty hubs and have been waiting for my third for over a month now. I've been fed a pack of lies about when this will arrive. I have spent hours (literally) on the phone or, more accurately, on hold to their call centres. I have now had to explain the situation an impressive 10 times to various people, who clearly can't help me. I have logged complaints and heard nothing back from them despite requesting someone contacts me. If I was charging an hourly rate for my time I'd have been on a nice little earner! Oh and another joy was having to verify my identity EVERY time I spoke to a different person as I had been entered as Mr. That was enjoyable and not at all irritating.
However, one thing BT do very well and should pride themselves on is taking my money. Every month without fail - on the dot! No reflection in the charges of the fact that I've been without the internet for roughly a third of the time I've been a customer mind you.

So as I would warn off someone from dating a deadbeat ex, I feel I must do the same with BT. I'm in it up to my neck, for the next 9months at least. But you still have a chance to avoid it.

When broadband works it's OK,but when it goes wrong, good luck. Horrific sums it up.can't believe this is able to go on in this day and age. Real shame football fans have to sign up to this to watch the game....

After trying to convince Plusnet for a year that there was a broadband problem I switched to Vodafone. The problem persisted but then Vodafone agreed to send out a technician who found and fixed the problem in one afternoon. The technician (Martin Allison) was outstanding both in attitude and skills. Well done BT and well done Martin.

I regrete the day when i join Bt

I placed an order for fibre to the premise and during this order it was delayed 3 times. Each time I had to contact bt who are incredibly difficult to get through to. Each time a knd advisor answered the phone however the calls lasted between 45-75mins to get a resolution. My advise is to avoid this company like the plague they never contact you and couldn't organise a piss up in a brewery.

Still waiting for connection to phone, internet and tv. Promise after promise since 6th December. There is already a line to this property. There is only one of me and I swear I could do a better job at talking to my customers...

2 year contract - didn't work for 12 months - spent literally days on the phone - 7 no show call outs which meant 7 days off work. Gave me £50 compensation. In all my time I have never known a company to be so bad. Even closing my account they forgot to take my last payment so 2 months down the line they threatened court action but decided never to tell me I hadn't paid.
Will never return

Absolutely shocking probably the worst customer services out there

Being rural, we are supplied by phone and broadband via copper wire from the exchange. 2.2 Mbs. I applied for BT infinity 5 years ago and checked progress with the upgrade, online. Two years ago I was advised that we would have Infinity within a year but when it didn't happen I contacted Openreach and they confirmed that we had slipped off the priority list and now we are not even on the schedule. Talk about not knowing what they are talking about.

BT have been shocking from the minute we signed with them.Took an age to get the internet and Wi-Fi set up in the first place,main reason I went with them was to get BT Sport as well which is a nightmare to try and get on so never use it,called two days ago to complain that the Wi-Fi speeds are really slow even though we pay for Fibre Optic Broadband, sent an engineer out who has blamed it on our wiring but now it is not working it all!!I have lost wi-fi and landline now and bearing in mind I run my business from home I am losing income all the time it is and they want to charge me £130 if the engineer comes out and says it's our fault,even though it was working before the engineer came just slowly!