BT Home Broadband Reviews

BRITISH TELECOM has the worst customer service I have ever experienced. The worst broadband reliability I have ever encountered. Do not choose this supplier. Four engineer visits and many many calls to customer service still result in my using a dongle to get internet access. RUBBISH

Hands down the worst, most incompetent, slippery company I have ever had the misfortune to encounter. Useless. They don't do what they say they will do and then flat out lie to you when you try to resolve the issues. Not only are they charging me for services that are not working, they are charging me for calls from my land line phone which does not even exist. AVOID AT ALL COSTS!

have 2 e/ms from bt,==(1)we have changed your order 92) delivery on 16/09/16.i never asked them to change the order,they are now saying I was up and running on this date 7 have billed me for this ,I was not,up and running.i spoke with ''Lisa'' in India on,21/10/16 who informs me that I DID cancel my bt (''BULLING THUGS'')WITHIN THE 14 DAYS ALLOWED.She says someone from cancellations will be in touch with you.==I BET THEY WILL NOT BE INTOUCH.WHAT THEY DO IS NOTHING SHORT OF FRAUD AND THEFT==I WOULD BE HAPPY FOR ANY LEGAL ADVISE.THE GOVERMENT OR MY MP. WILL NOT DO ANYTHING BECAUSE IT ALL MAKES THE WHEELS GO ROUND.

I have been waiting over a week for BT to get my broadband up and running. I have called them 3 times and, first of all they managed to get the landline working but not the broadband.
The next two times the Indian call centre people told me to wait until midnight and each time there was no difference by the next morning.
Finally, I called to cancel and they asked me to give them from Saturday until Monday to get BT Open Reach to fix things (do I care whose fault it is?).
It didn't work so I have cancelled the contract.
I would have stayed with Virgin if they also operated in the area I have moved to.

Awful broadband, usually at "dial up speeds". Why should we pay the same as others who actually get a service!

very little response from bt always same story fixing it

Appalling customer service. I ordered broadband, TV and line rental as a new customer They took £69 from my account and after 3 weeks of lies and broken promises of connection dates, nothing has happened Still tryng to get my £69 back. DO NOT USE!!!

Help line is useless. Their desktop help said Home Hub defective but they would not replace it. I got a router from elsewhere and now Broadband work.
Leaving BT and they try scare tactics to try and make you stay threatening £200 fee tat they are not entitled to. Bring it down to £70 by 'phone, but will text, E-Mail and send a letter for £200.33 but will not send anything saying £70. Awful company and I want nothing to do with them. NOT recommended.
BB advertised at about 76mb, I got 34.5 that with Infinity 2!

Having a really bad time with bt at the moment. My bills were £70 a month never use the house phone was on unlimited wifi also caller Id and answer phone. So asked why bill so much she said I hardly use data so go onto 25gb a month as was only using average of 5gb well said ok so new contract what a surprise after the 14 days I gets email you have reached your data allowance that was 15 days. So i rung they said must be us so the next month first day we were away and amazing we used 11gb no one home but still must be us I have been trying to sort this now since mid September I want to leave but must pay them £350. Disgusting.

Customer service is awful. If you start a chat be prepared to wait a very long time and for your question to fail to be answered

Where to start..

BT Customer service.. SHOCKINGLY BAD!
Got my broadband installed on 30th september! From day one! Nothing but problems.
Random disconnects.. slow speeds unless i suspect use there BT speed tested.
They sent an engineer with the standard threat of £130 charge if they found no fault.. engineer arrived, to find it WAS NOT WORKING and left with "NO IDEA WHY". 5 days later they sent another engineer who found the fault to be a port with the openreach exchange.. but get this..

Because i threatened to leave BT. Openreach told him he was not allowed to change the port i was on!
Luckily this was all within my cooling of period.. so i told them to get lost!
Honestly the worst company i have ever used!
Not saying that Virgin are any better (The only real alternative) but at least engineer visits are not charged & the connection tends to be stable!

Speeds 0.2 , intermittent service, problem since July still not resolved. Very dissatisfied

Total rubbish. Small bungalow but can't get wifi in my lounge or kitchen. Replaced home hub. No difference. Complaints said they couldn't guarantee wifi service only broadband speed. When questioned about the latest uk ad stating up to 300 metres wifi the Indian lady told me to read the small print! Really? Asked to speak with management and not available. "Shall I close the complaint"? No, it has not been resolved. I can expect a call every night until it is resolved. Yes that's fine. Will I be taking it to consumer complaints? Most definitely.

IT SHOWS THIS COUNTRY IS BENT FROM TOP TO BOTTOM,BT LITERALLY GET AWAY WITH MURDER,THE GOV AND MY LOCAL MP KNOW THIS BUT TURN A BLIND EYE,THEY MUST KNOW.EVERYTHING IS WEIGHTED ON THEIR SIDE,TRIED TO CANCELL MY B/BAND AND PHONE,BECAUSE BT RENAGGED ON THEIR SIDE OF THE CONTRACT==YES WE WILL STOP YOUR B/B & PHONE ===IT WILLL COST YOU £193.97.I TRIED TO CALL THEM TO-DAY WAS IN A CUE FOR OVER 45 MINS UNTILL THE BATTERY RAN OUT ON MY USLESS BT LAND LINE.THEY SAID THERE WAS A 5 MINUTE WAIT.BT STANDS FOR BULLING =THUGS,THEY ARE BEYOND A JOKE & ARE THE WORST COMPANY,I HAVE EVER DEALT WITH==SPREAD THE WORD STOP BUYING BT GOODS,SKY TV ARE NOT BRILLIANT BUT COMPARED TO BT,THEY ARE STREETS AHEAD.THE TROUBLE IS THERE IS NO REAL COMPETITION==NO POINT IN CONTACTING KAREN BRADLEY,SHE WILL JUST TELL ME TO GO ON LINE AND GET A BROSHURE TO TELL ME MY RIGHTS==C.A.B. AND TRADING STANDARDS ARE ON THE SAME PLANET ZOD

Worst customer experience ever with BT. Broadband was due to be activated 2 days ago and still waiting. Spent over 5 hours trying to resolve over last 3 days and just been told will not be connected until 26th October - 8 days late! Appalling service, and manager put down phone when I complained. BTCare on Twitter just refer back to online agents so you go round in circles. Wish I had never considered BT and looking at how I can cancel my contract.

Worst customer service I have experienced. We have been without internet for nearly 3 weeks now because they are incapable of getting our broadband right. All we have done is move house (4 doors), we didn't even want a new router we were happy with the one we had, but BT told us we would be upgraded to Infinity. The customer service team are shocking. We have made various phone calls and web chats, have been pushed from Pillar to post getting nowhere. Our phone bills are huge due to data use from not having no wifi. A manager/ someone in charge was meant to call, we were told it was going to take 2 days for them to call back and we are still waiting for that phone call. Will never be using them again!!

BT is THE worst broadband and wifi provider. We were without broadband and wifi for 3 and a half weeks and were on the phone to be for hours because we couldn't get through and we'd be put on hold for up to 2 hours every time. BT would happily quickly get in touch when they hadn't received payment even though we hadn't got anything received any broadband or wifi within this time. It has been the WORST customer service my family has ever received. I would not recommend BT to anyone, 100% going back to sky we had no problems with them.

put a order in 4 1/2 weeks ago they came the first time on time although we could not find where the wires entered the building fair enough this wasn't either ours or their fault. We got in contact with the landlord of the property to find out where and got that sorted so WE rand back a few days later I say we as BT did not get in touch after Outreach couldn't do the job. I rang and they said I had the wrong address apparently I should be living in the Isle of wight not the midlands. got put through to the manager who said he had sorted it out he put records straight and made another appointment with Outreach to come out the following Monday when we had arranged to have the key from the landlord. They came out the Friday before when no one was at there my son was in lectures at Uni this is his flat he is in his last year and needs the internet for his dissitation. The engineer rang me and I told him I we had been told he would be there on Monday and we had arranged for the key to wires to be there on that date. Monday came no engineer so we rang BT they rang outreach no appointment had been made for that date or so they say. They made another date for the following Wednesday morning. Wednesday morning came and went no engineer so We rang again they rang outreach apparently the engineer was running late. but my son had to do some shopping which I said I would do he also had to go to a meeting with university Officer training corps UOTC at 4pm he was fuming and quite rightly so. anyway I pick up his shopping and go over to take over from him. There is an Outreach van there I speak to the engineer he was working at a neighbour Id just missed our engineer I should ring BT and they can ring the office to get him back my son was in the building he had the key i can't get in without it. I go into the flat and ring Bt the woman refused to ring outreach as I did not have my account number but my identity could have been easily prooved once the call had been made also their are other security questions the could have asked which were set up on making the order. She put the phone down on me when I asked for the manager the one who supposedly made an appointment for the previous Monday. I rang My other son turned up also at University with his phone so I asked him to get up my Emails to get my account number and I rang them again they asked my name I told them they told me they had no account in that name so I told them my account number they said that was a false account number all their account numbers begin with GT and not BT which is what my a Email said it was. he then listened to my story and I asked him if he could ring outreach he told me he didn't deal with broadband only broken land lines yet it was the same number i'd rang before all this took an hour on the phone he said he would get me transferred to someone who could help but he was busy so it couldnt do it for 1/2 hour there is about 5 min wait for me to ring. So he said he would ring back I said with 5 mins he said 10mins so I waited someone rang who was prepared to ring Outreach to ask why he had not rung the bell she asked for my name the address twice telephone number and my account number which suddenly was the correct one and my security question by this time My son had missed his important meeting with the UTOC he will now be in trouble. by this time of course it was a whole 2hrs later and getting dark of course the engineer wasn't going to come back. I felt like the whole of the customer service was having some kind of sick joke with me. I am sure this not the first time this has happened. It is like some one is trying to sabotage A good old British firm needs looking into by some one

Absolutely the worst company, in terms of reliability and customer service. Joined then and left a month later, after having to log 3 complaints for a multitude of different issues.

PLEASE DO NOT JOIN BT UNDER ANY CIRCUMSTANCES

Broadband at the moment abysmal, sick to death of hanging on a phone waiting to be answered, shocking service, shame on BT