BT Home Broadband Reviews

Guys, if you think you have got a nice life, don't have enough problems to suffer, then BT is for you!

In the last 6 days I met so many people who is not interested in helping you with a problem. My broadband is not working for 2 weeks, today engineer visited me and nothing happened! The doggiest and the worst provider all over UK! THEY DO NOT PROVIDE ANY SERVICE BUT THEY HAVE THE HIGHEST RATES! NEVER EVER WILL SUGGEST IT TO ANYONE!

They advertise as the most reliable WiFi signal. This is not the case.
I switched from Virgin Media due to rising cost. Never had any issues with the WiFi signal with Virgin. When I switched to BT I gave it a week or so to let equipment settle down. However broadband kept dying several times a day. After a few weeks and phones calls and eventually an email to their complaints department I finally got some testing on line that determined Hub was faulty. New hub installed. However, WiFi signal is terrible. I use BT app on phone to check service regularly as devices will disconnect and my phone often says switching to mobile data (as I have it set on poor WiFi to use mobile data), This is even when sat in same room as BT hub. Once year is up will be finding different provider.

Just discovered BtT have been money from my bank without my permission for over two years despite me cancelling my account my subscription with them. Apparently I didn't cancel the free bet sport so they've been charging me for this. Be warned.

Also the reason I left them was due to a poor unreliable service.

Pathetic customer service
Insanely long waiting times on phone
Engineer does not turn up as promised
Order not placed as requested. (Choose the address they wish, date they wish, cancel the order without informing)
Nobody takes responsibility on customer service and keeps on transferring call saying other team is responsible. Each call transfer comes with overhead of atleast 20 min holding time.


Would have given NEGATIVE stars if there was an option.

I have been a BT broadband customer for the last 3 years. I moved to BT becuase we had so many problems with Talk Talk and the line to our house that it seemed pointless being with someone else when they relied on the BT network. What a fool I am.

The broadband was actually sorted with BT and a new line was run in. That was the laser positiive experience i have had with them. Call centres in india, where they read from a sheet, i have had to explain the same issue for the last 4 weeks to probably 7 or 8 different individuals. They tell me to try this, try that and always criticise any attempt to connect wirelessly. Its a joke, but its not even remotely funny. when they eventually realised after much persuasion that there was in fact a fault, they booked an engineer to visit. Great i thought, we'll get a result now! Oh no. Then i get a text to tell me they have spotted the fault and it doesnt need an engineer to enter my property, rather they will make the reapir and i should reset the router. How will i know they have fixed the issue? So i reset the router every 3 hours for the 24 hours following the "fix". No better after 2 days. I call again. there is no fault on the line, im told. yes there is, i say. NO. Yes. No. YES!!!!! are you trying to connect wirelessly???? shoot me, but yes i am!

The above is just the fault we have been experiencing for over 4 weeks now with virtualy unusable web connection.

About 5 weeks ago i placed an order with them for fibre connection. Great fibre for xmas. oh no.... theres a problem with the fibre, Openreach need to sort it. Ok...we wait and wait and wait. Then they sort it Hurrah! I talk to the guys whilst they check my connection at the front of the house....all good 19.97 they record. all good. I phone BT next day, ok connectiond made when you can complete the internal installation? Sorry you dont have a fibre connection, or an order for 1.... WHAT?? the level of incompetence is the stuff of legend. Its idiot after idiot...

So i am cancelling the order i dont have and am going to wait for Zen to sort it all out. It wont happen any quicker, but at least they have UK call cnetres and a single person to deal with your enquiry / problem, whatever.

BT are shocking, dont ever use them if you dont have too!

I have the highest level of broadband Infinity and the latest Hub 6. The service is very expensive, with prices rising at least twice a year. The broadband drops out whenever ther is the slightest storm, wind or rain. TV advertisements are usually dishonest and deceitful, making outrageous claims as to coverage and reliability. 'Deals' are offered to new customers only with no regard to loyal customers.
Would advise anyone to look elsewhere as BT offer a poor, expensive service with little respect of customer loyalty.

To say I am upset is an understatement. Customer service appalling. Promised a call back to discuss/finalise and complete my claim that an adviser set up on my behalf, still waiting for the call...3 months later to the day! They have managed to lose my original landline which I have had for years and use for work. This has affected my business hugely to the point where I have had to get new leaflets/flyers printed to my expense with the alternative number they have provided me with. Waited in for 3 hours for technician - no show! Told would have 2 call backs -still waiting. Told they would waive a couple of initial charges due to the inconvenience I have been caused, bill actually came out at £80 more than it should have!! Do you think I can get sense out of anyone at their end of the phone?? The hours I have wasted waiting on hold is beyond belief - a HUGE waste of my day. At the start of this fiasco they sent me a 'You View' box and extender kit FOC. 'You View' didn't work, only one plug instead of 2 in the extender kit. They said they would charge me £129.99 to send an engineer out to sort this - talk about rubbing salt into the wound!! If I could turn back time I would never, ever have used this company. Out of pocket, time and patience with BT!!!

Just a quick summary of the inadequate service I have received from BT throughout the complaint:



1. On 21st October I received a letter from BT stating that another customer wants to take over the phone line (Ref WLTUTC). The letter stated that if I did not call BT by 2nd November at 2pm the service will cease.

2. I called BT on 25th October to to advise that I did not authorize another customer to take over the line and to reject the take over request.

3. I was advised by BT that they will reject the takeover and I don't need to take any further action.

4. On 2nd November I had a complaint from my tenant that the broadband had stopped working at the property. I instantly knew what the issue was and contacted BT to inform them of the situation. I explained about the letter which I received stating that the broadband would cease on 2nd November and this is what had happened.

5. Although I explained exactly what the fault was to the faults team the BT advisor carried out some tests and concluded that my broadband was still showing as live on their BT system and the fault had nothing to do with the takeover request, but was in fact a router issue. Advisor said she would post out a new router within 3-5 wokring days.

6. Although I could not believe this was just a massive coincidence that the broadband stopped working on the date the letter said it would I gave the advisor the benefit of the doubt and she arranged to send a new router out in the post.

7. On 5th November I called BT for an update with the router. The faults team now changed their mind and informed me that the fault was not down tot he router, but it was now due to a network error which would "100% be fixed by 9th November". Again, I informed the engineer that the problem was down to the takeover request and again my advise was disregarded.

8. The broadband was still now working on the 9th as promised and when i called up i was shocked that the faults team now state its the router and sent yet another router out.

9. So far we have had 2 routers and both of them did not work. BT were still insisting it was a router fault so we decided to go out and buy our own router costing me £128. Again this did not resolve the issue so again BT sent a third router out which did not work. By this point I was angry, frustrated and disappointed in BT staff failure to identify a problem even though I kept insisting that the fault was down to the take over. I was still being ignored by the faults team.

10. BT decided it was best to send an engineer out who was booked in to visit the property on 17th November. The tenant and his son both took the day off work to wait in for the engineers visit but the engineer cancelled the appointment on the day. This meant that the tenant lost wages taking unpaid leave to sit around for the engineer who did not even turn up. This was now causing myself and my tenants unbelievable stress and disappointment.

11. We were advised that the engineer did not need to visit as they found the fault and promised the broadband would now be working on 19th November.

12. The 19th of November came and again more disappointment as the broadband was still not working. It was only when I was put through to the cancellations team in the UK to cancel the service with BT that I actually spoke with a woman who actually listened to me and done some further investigation and discovered that what I had been saying throughout this ordeal was actually correct. She discovered that the takeover was rejected by BT but the broadband had somehow slipped through the network and was cancelled.

13. Finally, someone in BT listened after 2 weeks of messing me and my tenant about. At least now we knew what the issue was.

14. The broadband was finally back working on 24th November (3 weeks after the fault was reported).

15. Throughout this time I have spent over 10 hours + in communication with BT. I have spend over £80 on phone calls from Thailand (not once would BT staff call me back as they stated they cannot call outside the UK). I have been given 4 different guaranteed dates when the issue should have been fixed. We have had to take unpaid leave to wait for the BT engineer who did not turn up, the tenant has had to use excessive mobile date due to no broadband, We have spent £128 on new router, I have had to pay the tennant £400 in compensation, I have been put through hell by incompetent BT staff who refused to listen to me. All of this could have been avoided if BT just listened to customers and stopped being "robots" just doing what they are told to by a computer.

16. This has been the absolute worst experience I have ever had with a service provider in my life. It has caused me so much stress and anger.

17. So I would expect the following to be compensation:

£80 calls from Thailand public phones
10 hours of my time talking to incompetent BT staff @ £10 per hour = £100
£128 for the new router we had to buy as you advised the 3 BT sent out were all faulty.
£100 for the stress and inconvenience this has caused me when I am supposed to be on holiday.
£100 towards the compensation I had to pay the tenants for taking unpaid leave to wait in for the engineers plus the excessive data usage when wifi was not working.
Total claim £508

Living in an area where we have a BT only exchange we have limited choice of supplier.
Whilst the broadband has-been largely reliable and reasonable in speed when there have been problems it has taken hours and hours talking to customer services being kept waiting and passed from one department to another. I cancelled my mobile and they continued to charge me! Then I recently cancelled my home phone and broadband, despite emailing me to confirm this they again continued to charge me for a service I was no longer receiving!! Taking money from my bank.
If an individual did this it would be deemed theft.
In both cases it involved hours of calls to resolve, something I will not miss. Until they have decent customer services I could not recommend them.

Just had a fault on my BT landline and broadband traced to an underground cable. BT were brilliant and attended to the problem within hours of being reported. Really great service.

The worst customer experience ever!! Been with sky for 12yrs but they can not supply fiver broadband in our area. Order fibre on the 9/11/16 to be installed in the 23/11/16, had a call on the 11th no engineer available was then moved to the 01/12/16 had a call on the 14th no engineer available was moved to 02/12/16, received a call 29th guess what yes no engineer available so we are now looking at the 5th December. Call many time to complain but never any manage available..if only another provide was in my area.

AS A NEW BT CUSTOMER I WILL BE LOOKING FORWARD TO MOVING AWAY ASAP..

STAY WALL CLEAR!!

DO NOT SIGN UP TO BT....EVER!!!!!!
I have been with BT for a number of years with minimal problems until recently when i experienced repeated dropouts & snail speed. For the last 8 weeks, I have been trying to speak to somebody & getting them to understand this problem, this has nearly turned me insane. I am no further forward today as I was 8 weeks ago. When I requested to speak to a manager I was told I couldn't & they would only reiterate what the first person said. Every promise I was given was then contradicted by the next person, telling me "my colleague wouldn't have said that, you are wrong". I repeatedly requested the recordings of my conversation with BT only to be refused or no one ever called me back. I have so many reference numbers been given to me and constantly been told there is nothing wrong with my line or broadband & I haven't experienced any drop outs!!! The latest instruction from BT was that Wi-Fi is not guaranteed & I should be running ether cables to all my equipment. Even though I have a blue light on my hub that clearly says WIFI. To add insult I have been charged £7.50 for 'late payment' & the £20 gesture of good will that was promised hasn't materialised either. The worst customer care service I have ever experienced in my life. Like I said... steer clear!!

Slowest internet i've used I remember dial up being quicker. I'm surprised I managed to get on to this website. I frequently have to shut apps down to refresh them so they load/turn off the wifi to refresh the connection, absolutly terrible. BT reckon our internet connection is fast (BS). Wouldn't recomend BT

Unless you are desperate for BT sport steer well clear! I have had 7 weeks of hell dealing with these people and 16 phone calls. Initially ordered on 6/10, online via top cash back, that order was cancelled, re-ordered on 10/10 that order also cancelled. Apparently my line still belonged to my previous supplier. The 3rd time I ordered over the phone which meant I have lost out on £105 top cashback. They assured me I would be connected on the 7th Nov. My phone was connected on 14 Nov, Broadband on 21st Nov so over 6 weeks after initial order placed. I lodged a formal complaint which BT have failed to give me any resolution on and asked to be compensated but have been told there's no chance of that and I cannot cancel as I am now in a contract with them! This is by far the worst company I have had to deal with. Please steer well clear like I say unless you want the sport! 16 calls to them in 6 weeks, dreadful!

placed order, complete package with infinity 1 and extras, within days messed up with order on Bt side 2 and a half months later still trying to get refund for errors of billing on Bt side, awaiting response to latest email sent, picture freeze on laptop, you view remote changes at snail pace, contacting is a farce and when getting through it's usually India call centre virtually impossible to understand what is being said, full of empty promises and end in square 1, day's later repeat process, advertisement of broadband well overrated in my opinion, left sky, for this with now regret, infinity for me is no better than sky and picture quality is worse, Freesat is a far better option, would definitely leave but would have hefty bill to pay to cancel contract, so far out of all those spoken to can only believe the word of one person KB

simply put don't do it, i had a copper line ,which refreshed in 1-2 seconds, now on super fast fiber, it takes 5-6 seconds, promised 80-90 and have had as low as 12,BT maintain I am getting 61 to the router, but all other INDEPENDANT tests show a max of 30-40.purchased the most upto date Ethernet card and got it from 12 to 30-40.also took the tv, long periods of black screens, total loss of sound, causing me to reboot the box,SEVERAL times in the first weeks, first bill came and like others was higher than quoted with a mind numbing number of adds and minuses, trying to get thro to customer sever ices is mind blowing slow, i men slow, an hour to speak to someone who just tells me i'm wrong, their right [I think that was the theme]my friend went to virgin and another to PlusNet, both have reported no problems and higher speeds, so all I can say is DONT DO IT ! even tried to revert back to copper ! loads of veiled threats of cancelation fees and I only had a couple of days COOLING OFF PERIOD due to the period being from date of order, no installation ? how can you check if everything is as it should be ?

Kerry from South Shields helped me to sort out a difficult problem when switching my 2 BT mobile accounts, saving me from losing my old phone number whilst still getting an excellent deal. I just want to say a huge thank you for her quick thinking to find a solution and her understanding when dealing with the issue. I hope she gets some sort of recognition for her outstanding customer service! :)

The worst customer service I have ever had.The service was so poor it's beyond belief one hour and ten minutes to get through on the phone on 4 occasions no one calling you back took 3 weeks longer than the agreed date to connect phone and broadband.
Booked engineer to fix broadband fault determined routers faulty want me to sign up to new contract to get a working router do not join them they can not cope the service is worse than awful.I never post reviews stay away from them

Extremely disappointing customer service and the line drops all the time. I would not recommend BT to anyone as the service is below standard but the price paid is way more than the competitors on the market.

Recently moved from Virgin to BT, what a mistake. Broadband keeps going off, Unable to get most of the Internet TV channels. Customer services very polite but very ineffective - calls get dropped or transferred to numbers that go unanswered for 30 minutes plus. No one you speak to can or will make a decision