BT Home Broadband Reviews

where to start, I have so far spent 4 hours on the phone trying to sort out my broadband. Had a fault wit broadband on 22nd September, reported it, tracked it online and a date appeared that it would be fixed on the 28th. Evening of the 28th I called and after a long conversation and a few tests I was told it was my hub that was faulty and a new hub would be dispatched and be delivered by Friday 30th. Friday came but the hub did not, called them again and I was told it was not ordered but it would arrive on Monday. Monday came and first thing Monday morning two emails arrived in my inbox, one to say my telephone contract had been extended for another 12 months. Now I was not out of contract yet but it gets better, I was told that BT was sorry that I was leaving. I was back on the phone trying to work out how my service came to be cancelled. Nobody could explain other than a new provider was taking over my broadband, the obvious question was who was taking it over. Sorry we don't know I was told and we cannot stop it now so you will have a new activation date, Saturday 8th October. Next day(Tuesday a hub arrived), in the meantime I purchased mobile broadband to see me through. Well BT informed me via the same email on Monday that I will have to pay £65 because I came out of my contract earlier than the 12 months agreed.

I tried to find out how my service got cancelled but at the time of writing no one knows. Anyway, Saturday morning bright and early I was back on the phone to check it was happening. The first person I spoke to told me call back in 3 hours, after a few minutes I thought sod it they are incompetent, let me call again and make sure, it is Saturday after all it may well not happen. Next person on the phone said , sorry we do not do activations on Saturday, it will have t be Monday. At this point I was beyond angry and asked to speak to an English person, well a few minutes later a young man was on the phone with more bad news. Sorry there was a problem with your initial contract, we need to stop the service and start again. I thought, well if that makes it easier lets do it, so off we went, a new plan, new credit search and a new activation date and oh a new telephone number.

He very politely told me, ring back on Tuesday, speak to connections and we will get the date brought forward. So Tuesday I was back on the phone, again and again more hassle. This time I was told the order did not go through, give us 24 hours and call again, so I did, just to be told the same so I thought , ley me leave them till Thursday. So today I called them again and again the same thing, sorry there is a problem with your order, we need to place a new order, man, I had enough. Please put me through to cancellations, this was done, phone rang and rand and rang and eventually went dead. Yep it did, guess what, later I got a call from BT, thought OK maybe now I will get a result. Sir, she said we need to place you a new order for a new line as a line test showed no phone line at your house, it will cost you £130.I almost fainted out of frustration.

Guess what, this is not the end of it, wish I could write a blog about this

3 months now with BT infinity. Cannot get signal round the house despite their stupid advert on TV. Internet drops almost daily (not according to them) and modem constantly needs re starting. They blame the microwave!!!! modem is 40cm from my laptop so no interference. Can get engineer out but if they can't find a fault then I will have to pay £129 added to my phone bill. 9 more months and then I'm out....

I strongly advise against using their service. Poor customer service and a complete disregard that people have jobs to go to, lives to live, and generally would like an internet service in their home:

My broadband hub didn't work when I set it up. I followed all the instructions and troubleshooting, even taking apart the phone socket. There was no more I could do.

Their engineers (which actually are not their engineers) only work 8-6 M-F and come with a £130 fee, which is on top of the standard £50 set-up fee.

The customer service lady lied to me about being able to use the BT Wifi-FOM service for the weekend I'd be without internet. Unless you live in a shopping center, this service is not available.

Avoid. The cheap monthly rate will increase, and your savings will be off-set by the set-up costs.

what a shambolic company long wait on phones so many departments to deal with. poor information given

Speed is often around 31 can get 40 in the middle of the night. It is now 6.30 am and speed is 24. What happened to the advertised 52? Speeds have got slower through out 18 contract. Very close to exchange and junction box. They keep putting up the price so while I contracted for about £18 it is now £26 I think this is a travesty on an 18 month contract. I cannot get out of it, but they keep increasing the price. FON good. Customer service appalling. Cut off my internet all together when switching to Fibre. Took me many hours of chats and phone calls one of which they charged me £26, Getting past their voice activated switch board is a nightmare. You have to hold the line and make no noise and it reverts to a key pad operation, But do not even breathe, Talking to India mostly incomprehensible. Chat understandable but they have no authority to do anything, I hate BT with a vengeance after 45 years as a customer the last 18 months have been a nightmare. Their India operatives have no knowledge of basic uk commercial law, They have been overcharging me for 18 months. Fon and BTwifi when out is excellent.

The worse service I have ever had. Started with a missed engineer appointment and has just gone down hill from there! Customer service team is non existent and 2 months after placing my order I finally have my service up and running! I've been transferred to their non UK based call centres more times than I can remember and have had the phone put down on me twice. I've had promises of calls back and no one calls and I've had my broadband delayed on numerous occasions without being told. Ongoing complaint with BT and trying to speak to them is impossible. When they do call me they are dismissive and for the missed appointment, which I took a day off work for, they offer me an offensive £10 compensation. I was with Sky for 5 years before BT and although they were not perfect I can see now why they are worth paying the extra!! If you are thinking of switching or joining then don't!

First off, Internet and product fantastic, no problems. CUSTOMER SERVICE NONE EXISTENT. Moving home in 2 months, wanted lines setting up in new prop before plastering and decorating. Guy said yeh no problem £50 for an engineer. I will call you in an hour to book a day. Call was never returned, neither have the last 6 calls. Over 5 hours waiting on the phone and now Im told that it wouldn't be £50, it will be £180!!! Absolute joke. Appealing customer service.

I wish I had stayed with SKY. I have issues every time I use it it says No Internet Connection despite troubleshooting all the usual things it just comes back when it feels like it. The first time it let me down I phoned BT internet helpdesk and I was on the phone for over two hours and no one helped me. Dire service and I wish I'd stayed with SKY and their service was bad.

Broadband stopped working a week ago, I logged the fault. I booked an engineer who visited a week later (this was the earliest appointment available). The engineer said the fault was the Hub. I have been with BT for a number of years but in the last year I have had to call them out on 4 occasions. I have been paying for a service that I received in the last year only 76% of the time making a cost loss of £156. When I informed BT that the Hub was faulty and could they send a replacement I was inormed "certainly we will bill you £7.95 postage oh and by the way you can have a cheaper package as then you will have signed a new 12 month contract to get the Hub". I responded that this package was the same as a current Sky deal but more expensive and also why would I want another 12 months of paying for a service that I was not getting? This was met with silience and needless to say I have taken the Sky deal. I am tired and frustrated with Bollywood Telecom's call service and being fobbed off with excuses. What BT should be doing is rewarding loyal customers and not penalising them. Unfortunately I have to give them 1 star to publish this review, I do wish review boards would work on a minus system.

Aghhhhhhhhh.

I apologise for the manic outburst but I have just been trying to get my BT broadband upgraded for the last three weeks, only to find I am now back where I started from!
I am afraid to put the details into words in case it finally pushes me over the edge and I think I know where my wife has hidden the axe!

Absolutely ridiculous. Couldn't understand English and certainly didn't speak English. Would not listen to me and hung up

Rubbish rubbish rubbish still waitin for a complaints manager to speak to me been over 2 weeks now so many problems with broadband tv monthly fees etc anybody thinking of switching to bt forget it!customer servuce non existant cant wait for my contract to finish absolute crime bt should be banned from advertising im paying for a service im not getting quick enough to get in touch when you dont pay your bill though

Well, where do I start. I signed up with BT back in May 2016. I signed up for internet and phone and accidentally accepted tv and sport. I cancelled the tv and sport the next day which I was told that it had been cancelled. It was going to take up to 2 to 3 weeks for my lines to be active. I received the modem no problem. However, when they said it was active, it wasn't. I called and found out my tv and sport was still active....strange. it gets worse!

I then checked my online account and seen a bill for £117 for canceling the tv and sport. They said there would be no charge.

A week later I still had no internet or phone line. They said all was ok on their side but a problem was on our side!! I later proceeded to cancel and was told I would get a cancellation fee of £220. Anyways ill come back to BT soon.

I signed up to plusnet and got active when they set the date. Guess what! Same BT line and no problems or repairs were made!!!

Back to my BT experience. I received another bill of well over £200 and its now £460. I spoke to a manager and contested their fees. Guess what! Even after I cancelled it was not!! He then explained that he had cancelled it and will reduce the amount due to poor customer service and late cancellation.

He said I should have accepted an engineer to come out but would have to pay £116 if the problem was on my side. I told him that plusnet had taken over and no technical issues were present. He just ignored that and said I still need to pay. Madness!!

I have now received a final letter of payment saying debt collectors will get involved if I don't pay! Also my credit history will be effected and or even go to court!!

My opinion to all new internet users. Do Not Go To BT!! I I'm stressed out due to this experience and have no other choice but to seek legal advice because I'm not paying for something they did not provide!!

Take my experience as a warning!

I have been with BT for 34 years but have to say, these days they are the most incompetent organisation I have ever had the misfortune to deal with. I won't go into detail re my specific problem but I will say this. It is causing me significant stress and inconvenience yet they continue to break promise after promise. One day this will all catch up with them but until then all we can do is expose them via excellent platforms such as this.

BT MUST be the worst company in the world when you have a complaint. Total lack of customer service and if they want to test my line ever again and thank me for my patience I shall scream!

Speed is 1mb and paying for 50mb.
On hold for over an hour several times only for staff to hang up or try to fob me off to other departments.
Really regret signing up, avoid!

Took over a month of delays to get an engineer over at which point I decided to cancel the whole contract because this pathetic company can't manage time or appointments, made me pay over 40 pounds in the mean time buying wifi for my devices through my phone carriers. What a joke. Do not recommend at all.

Terrible terrible internet. the ping chart resembles a roller coaster - biggest and the most qualmish you've ridden. The connection drops on peak times and takes anywhere from 30 seconds to 3 hours if not more to come back. impossible to stay sane.

Isn't it about time that the poor service from BT was brought mote out into the open? I have had no BT sport for five weeks now. I raised the fault three times after waiting on the line for hours only for the fault to be closed without it being resolved. Finally after shouting down the phone to a woman in England she arranged for an engineer to call today. Guess what - no show! Rang BT YET AGAIN and he said he was on his way. Never arrived. Any other company would have gone bust by now. Can't cancel without paying a ridiculous termination fee. Absolutely disgusted.

Pretty awful service.Constantly
disconnecting. Cannot use catch up TV even using Ethernet sockets.