BT Home Broadband Reviews

DO NOT GO WITH BT.

Activation supposed to happen on 14/10/2016 and still nothing on 19/10/2016 with no answers.

Indian customer service lines, on hold for at least 30+ minutes a time, no answers or explanations, always fobbed off with "we'll investigate and call you back" but never receive said call-back.

Can hardly believe that the company has not shut down, operating the way that it is.

Would never recommend and will be cancelling contract.

Can't comment on broadband quality, as we never actually received any.

AVOID AT ALL COSTS
Choose BT if you like to spend hours waiting to speaking to customer support for a service that does not work.

It has been 6 days since my BT hub arrived. It didn't work, and after all of the manual trouble-shooting I called up BT customer support. In total, the communication took 3 and a half hours.

Their option was to send an engineer. After questioning, this would set me back £130, despite the £55 I had already spent on delivery and set-up of the hub. The engineer would take 2 days to arrive, does NOT do evenings or weekends - meaning me working from home with no internet....

The next day I receive a call, they've looked into the problem, and think it's due to external wiring. They will send an engineer externally, and text me with the result. 3 days later, I have received no text so call them up. Their solution (with no explanation for what the engineer) was to send a new hub,

The new hub does not work again. Their solution - to send an engineer again (costing me £130). When can he arrive - FIVE WORKING DAYS TIME.

I say I want to cancel. It's too late in the evening for me to cancel. I make a request for somebody to phone me the next morning. Nobody phones. I call them... twenty minutes later, I am still on the phone.

Poor service and bad customer service. The customer service people are so rude and watch out for the cessation charge they hit you with for leaving.

Whatever you do do not use BT customer service appalling been overcharged 2 months in a row offered no help at all the broadband is nowhere near the speed I was promised either take your business elsewhere

Whatever you do do not use BT customer service appalling been overcharged 2 months in a row offered no help at all the broadband is nowhere near the speed I was promised either take your business elsewhere

This is the worst ever ISP (internet service provide) that I have had since 2003. Worst ever customer service. Worst ever order management. Worst ever technical execution. Worst ever liars when it comes to explanations why they did not do what they had promised to do. Worst ever incompetent technical staff when it comes to telephone number managements. Please read on for a substantiation of these statements. Here is My story:

I placed an order to BT on the phone on 14/Aug/2016 for a telephone service, broadband, BT TV and BT Sports. The customer adviser promised that I would keep my existing telephone number, that the service would start in 7 to 15 days time and certainly by 30/Aug and that I would not be without a telephone and internet for longer than 4 hours, and at maximum only 24 hours. All these promises turned out to be empty words -- it is now 63 days later and I have been without internet for 35 days (and of course also without BT TV and BT Sports too -- these were never delivered). And to add insult to injury BT have changed my landline telephone number to a new random number -- I had had my old number for 15 years and all my friends and relatives have that number. However, BT despite actually promising to keep my number (they had promised this in writing) changed my landline number without any warning to me or consent on my side.

So, after placing the order on 14/Aug, nothing happened till 01/Sept except that BT cancelled my order without any request from me, without any warning to me or even an explanation -- just an e-mail that BT had now canceled the placed order. That's it -- simple and plain. Upon calling them on 01/Sept they explained that they had to canceled the order due to an internal system error in their order management system for which they had to apologize terribly and profoundly and then they promised that they would now recreate the cancelled order and start providing services by 14/Sept.

I wanted to speak to BT Complaints department and explain that I had not waited for 17 days in order to be told that BT had done nothing at all for this time and that I needed again to start from zero and wait for another 14 days.

However, there is no Complaints Department in BT -- a customer can only call and complain to the BT Order Management Department, which is the same department that mismanaged my order in the first place.

As an additional aggravating factor, the BT Order Management Department is located in India and there they do know a trick or two on how to deal with the customers, here is a verifiable list of such tricks (I had other tricks played on me, but I do not remember all of them):

(a) they places you on hold and then quietly hang up;

(b) they say that they will put you through to the "Customer Options Team", but all they do is put you to the back of the calls queue to their own department (the BT Order Management Dept) and you simply wait on the line for another 15-25 minutes in order to speak with another adviser from the same department and be asked to explain everything again and again;

(c) they say that they will put you through to talk to a manager, since your case is so serious and urgent, and then they simply leave you on the line to listen to a ringing tone for 20, 30, 40 mins or until you despair and hang up;

(d) they say that they will need to discuss the matter with someone else, who has the authority to resolve your problems immediately, and they promise to call you back within not more than 60 minutes. Then they hang up and you are left waiting in vain for 60, 120, 180 minutes for them to call back, but they never call back, not even 2, 3, 4, 6 days later.

(e) they tell you that they have recorded your complaint and that a manager will call you after 7 days to discuss the complaint -- they set a date and even tell you between which times the manager would call. Only, no manager calls on that date, nor on the following day nor in the following 3 days. Upon calling them again and asking them why no one called they explain that they have no record of this complaint or of the agreed callback, but that they will now log this second complaint and a manager will call you in another 7 days time -- they set the date and tell you the times... you know the story by now: no one calls back on this second time too, not on the third time in another 7 days, not on the fourth time in yet another 7 days (this will now be 7 x 4 = 28 days later).

By 15/Sept nothing happened except that BT changed my landline number to a new random number (despite having told me in writing that they would keep it). Upon calling them on 16/Sept and asking for an explanation they told me that this was due to a system error in their BT Openreach exchange and they apologized terribly and profoundly for this and they promised to correct the error in three days time by 18/Sept. On 18/Sept BT changed my landline number to a another new random number but did not give me back my old number (which I had had for 15 years). Upon calling them they apologized terribly and profoundly, told me that this time they would correct the problem in three days time by 21/Sept. They also explained that my old number had not been restored because the first customer adviser did not know and did not follow the correct procedure for requesting the restoration of the number, but that this time they knew the procedure and they would follow it faithfully. Three days later, on 21/Sept BT gave me yet a third random number but not my old number. When I called them they apologized terribly and profoundly and told me that they would correct the problem in another three days time by 24/Sept. They also explained that the second customer adviser did not know and did not follow the correct procedure for requesting the restoration of my number, but that on this third time they knew the procedure and they would follow it faithfully. Another three days later on 24/Sept BT gave me yet another new random number but did not restore my old number. I called them again and they again apologized terribly and profoundly and promised... well, by now you know the story -- it was repeated no less than three more times before BT at long last managed to restore my old number (which I had had for 15 years and which they had changed without my consent).

Long story short, today is 18/Oct/2016 and I still do not have any internet, neither BT TV nor BT Sports. They are now promising that they would start providing services soon. Should I believe them? I should I call and tell them that I want to leave BT on grounds that for 63 days BT managed only to change my landline number to several random numbers but have not managed to start delivering internet? Having written this account of my woes (and now that I finally got back my old phone number) I think that I will go and check Virgin Media prices and give BT the "end-of-line".

Do not buy the SMARThub. The internet continuously drops out. BT do not care though they know about the design flaw. There is just a lot of faffing around on the phone that goes nowhere. The absolute WORST idea of customer service ever. I need a refund, so does everyone who bought this flawed product.

In terms of the speed and reliability things are great. The problems with BT start at installation - They made a real mess of my property when installing. It then took hours of chasing to receive the incentives they advertised as part of the broadband offer (vouchers etc). Things then get worse if you ever need to call them to adjust anything in relation to your service. Their online customer service is appalling. After months of terrible service i decided to let my 12 month contract end without renewal, only to be charged £31 for the privilege of not renewing. Really would suggest avoiding BT even they have the lowest price in your area.

The customer service is outrageously rubbish. The case manager assigned to my case could not manage a booze up in a brewery. I have been completely let down my BT and my experience. I do not recommend to ANYONE!

Tried to get on bt sports to watch a game but couldn't log on. Their technical advisor got me to try logging on several times over the phone. He then advised me I was locked out for 24hrs because I had (on his advice) tried too many times! They flatly refused to do anything more to assist me. I have since tried to leave BT but they are telling me I renewed my contract 4 weeks ago?!?!? and there would be large termination fees. This didn't happen, they are not forthcoming with any proof that it did but are refusing to let me leave. Customer service terrible stay well away

Switched to BT from Utility Warehouse using U Switch. All communication very good, emails from BT keeping me informed all along the way, equipment arrived when said it would, switch over happened on the day it should. All very good, nice and easy. Excellent Broadband.

Stay away from BY at all cost, customer service is a dirty word to this company, they 100% admit I'm being overcharged every month !! But after 5 months they have done nothing about it.
God knows how many hours I have now waisted trying to sort it, you just lose the will to live.

Shocking customer service; awful wifi, auto-renewed my contract even though I asked for it to be cancelled; purposefully make it hard to find out any information about your contract. Utterly useless, do not use.

Very unhappy with the service I've received, my internet it so slow not more then one person can go on at a time, phoned up more then once to sort this but got a bill of 60 something pounds I refused to pay it! Due to not having the service I wanted and no one listening to me,nor helping, man said he will up grade it, if it is not better within a week call back but I got my internet restricted so cannot go on the internet rang them up once again, explained how annoyed I was that no one was taking this into inconsideration and helping but cutting it off and refusing to help untill I pay the now £100 , I asked everyone I spoke to would you pay for something that didn't work! They answered no but still tried to get my money.
Very unhappy.

NOTHING BUT MONEY GRABBERS!!!

What a shit mess I got cancer because it's so fucking shit

Hopeless customer service, good enough when it is working.

Wow fucking shit can't stay on, slow with shit customer service. Don't buy this overpriced shit

We had no contact prior to the contract ending with BT so ended up paying a stupid price for what we had. All other contracts we have taken out have warned us that the initial contract is going to expire. After ringing their customer service we find out we have to pay a disconnection fee even though the contract has expired. Not happy about this and the fact that we were not warned the contract was expiring I asked to speak to a manager but this was not possible apparently. I have logged a complaint with them which I'm guessing does f all but worth a try. Don't go near them.

Terrible terrible mistake in choosing BT, broad band has not worked once since joining and will be a month in 6days since the supposed start up date. New customers considering them DONT the staff are rude and simply disconnect the phone line when they can't answer why the issue hasn't been sorted out yet or they simply transfer you back and forth between departments. Completely incompetent and lack of knowledge.

BT Local office in Wolverhampton, are USELESS, do not get involed with them, they have addesd items to my bill, told me they would sort it all out but they never did, causing a massive problem of £4500+ overcharge.