BT Home Broadband Reviews

I have been waiting for Broadband connection for a while. Today I rang customer services and spoke to Jason.
He was so helpful and answered all my queries for me. He made the experience much less stressful.

I would not even give a single star to BT as its been a horrible service with the customer care and sales support team members. We have been promised with a temp router until the BT main hub activation happense (which effectively is taking forever), which we everytime call them and they say they cant see any order being placed.

I dont know whats going on with BT service that every other day we call and the customer care ends up placing a new order which we have not yet received.

They also say they dont have a tracking id / there is no way they know whats happening with these orders.


This is the most horrible service we have ever got.

Not possible to give negative stars or I would. Switched to fibre broadband with them, however we were not told that the package included digital voice telephone service, so that was a suprise when the router came. Then, they were unable to connect on the day they said the would and kept saying there was no problem. Eventually they said they would send an engineer but if the fault was with our equipment we would have to pay an extortionate fee and hourly charge. We were confident it was not a fault with us as the previous supply worked without fault, but they made us feel very worried we would end up with a massive bill. Eventually an engineer came out and got us connected two and a half days late, and the fault was with them their end. We raised a complaint but we were told there would be no compensation or any reduction in the first bill as a guesture of good will. They then tried to close the complaint saying it had been resolved..... BT is an utter disgrace.

BT customer service very very very bad people very rude
I will never go back to bt

I had a bad experience with BT broadband service. After hearing that it was the UK's best service provider, I entered into a broadband contract which includes WIFI and a telephone line. After my three failed attempts in making an effort to begin the arrangement with BT, I decided to opt out of the arrangement as I had waited for a month for the installation of WIFI and the landline which is unacceptable.

We were promised speed and solutions - the only things we got were delays, mistakes and problems.
They were very fast in selling and pushing for signature, but when it came to receiving what we had ordered mistakes wouldn't stop happening from BT's side.
Radio silence - and not only from sales people we had been working with, but also from the Commercial Director.
In fact, to date, there is still no answer to my latest email asking for the cancellation of the product. It was ip.liverpool who had to close it in the end.
Absolutely NOT RECOMMENDED for businesses.
Shameful customer service

Truly one of the worst customer service experiences I have had with a company. I was an existing customer and they left my family without internet for 3 weeks when I “upgraded” to full fibre. I then had to do all the chasing with over 20 phone calls to try and work out what was going on. And supposedly this has happened to over 12,000 customers so they clearly don’t know what they are doing with this fibre upgrade and it’s a total shambles but they continue to sell it. Everyone I spoke to on the phone told a different story and timescale regarding the internet getting connected and then they started to blame it on “bt wholesale” which supposedly is not directly linked to bt and so they customer service department then washed their hands of it as they couldn’t do anything. Then once we were finally connected I was told it was now an openreach fault and they were to blame and that they would have to compensate me which would take a maximum of 30 days and once again that didn’t happen either. I even emailed their CONSUMER-RESOLUTIONS email address on a number of occasions and got no reply. Avoid this company as they clearly dont care about their customers and have no interest in helping when it’s actually needed. Absolutely useless. On top of all this I haven’t noticed any real improvements in internet speed with the full fibre which I also rate as very poor

Awful I wouldn’t recommend BT to anybody

I’m so happy as low cost as on benefits & they check. Very happy can watch things on iPhone & watch tv. Customer service female helpful but issue as don’t know bt number. I have a tv package with Netflix. Netflix very helpful. Sometimes loading issues maybe. Don’t know much about it.

Had full fibre to the house installed and to be fair the main computer that is wired is getting the 500 mbps the WiFi is terrible, getting worse speeds that the previous set up, even though the router is in the same place. Overall a waste of time.

I found BT reliable for stability only. The service has downgraded if you need support lately and they now charge you £18 if you are in contract or not, to stop there services, which no other company will do to my knowledge. In my opinion its not worth starting with BT as they will only take whatever money they can from you, as they are in my opinion going rapidly down hill and claiming what they can from us all. I complained about the "disconnection charge" and after and hour of chatting to someone across the world, I got discounted a whopping 0.48p! Wow never going to BT ever again, my advice stay well clear unless you are prepared to pay extra for no better than what other companies can provide. I mean I got my broadband now 2x cheaper and 3x the speed with UPP Broadband and couldn't be happier.

Ordered new broadband we were moving home. Promised new installation by 6th July 23. Been put back 4 times now 28th July 23 absolutely shocking from customer service.

Well since signing up with BT I have not had any Broadband since the 21st June. Everyday hear the same lying staff saying it will be up and running within 24 hours. It's now the 11th July guess what still not working openreach not turned up twice now staff are dreadful worst service ever. I would give a big Zero avoid BT

I could possibly give better review marks if BT ever get us connected. We have been promised Wi-Fi, land-line phone and TV connection many many times and then get fobbed off with excuses about Outreach. Since ordering beginning of March the outside connection have been done apart from the fibre optics being pushed through. BT have sent engineers here twice to connect us but both times they have advised they can’t complete the interior work until the missing fibre optics are in place. It is now 10th July, the last engineer appointment was on 7th July and I have been advised today (because I phoned them yet again) that someone will call us on 18th July with an update. Do NOT ever choose BT for your wi-fi and phone line connection!!!

This morning 10/7/23 I spoke with a gentleman called Mike at the customer services. He was so professional and really funny! Made me laugh a lot! Great service this morning from BT. Jamie also helped me get a better deal and sorted my change of address. Fantastic and easy phone call. Thanks BT

I recently had the unfortunate experience of subscribing to BT's fibre service, and I feel compelled to share my dissatisfaction with their misleading representation. Despite the claims of "fibre," BT failed to disclose the crucial fact that the service provided would not be full fibre. This lack of transparency has left me deeply disappointed and frustrated.

From the onset, BT marketed their service as "fibre," leading me to believe that I would be enjoying the benefits of a true fibre-optic connection. However, it became evident after installation that the service was, in fact, a hybrid known as Fiber to the Cabinet (FTTC), which uses fibre cables only up to the cabinet and relies on copper wires for the final connection to the premises. This hybrid technology severely restricts the potential speed and reliability that true fibre-optic connections can offer.

The absence of clear communication regarding this limitation is highly deceptive. It misleads customers into believing they are receiving a superior service when, in reality, it falls short of the expected standard. As a consumer, I place great importance on accurate information, and BT's failure to disclose the nature of their fibre service is a betrayal of trust.

The impact of this misrepresentation became apparent when I noticed a significant disparity between the promised speeds and the actual performance of the service. While BT advertised impressive speeds, my real-world experience was far from satisfactory. The reliance on copper wires resulted in inconsistent speeds, occasional dropouts, and overall unreliability. These issues were exacerbated during peak usage hours when the service struggled to deliver even moderate speeds.

In addition to the performance concerns, the lack of full fibre optic connectivity limited the possibilities for future upgrades and advancements. In an age where technology continues to evolve rapidly, it is essential to have infrastructure capable of supporting future demands. Unfortunately, BT's misrepresentation has left me locked into an outdated and subpar service with no clear path for improvement.

To make matters worse, BT's customer support failed to address my concerns adequately. When I reached out to discuss the misleading representation, I encountered dismissive responses and a lack of accountability. The indifference displayed by their support team only amplified my disappointment, leaving me feeling undervalued as a customer.

In conclusion, BT's misrepresentation of their fibre service by omitting crucial details about its hybrid nature is unacceptable. The resulting subpar performance, limitations, and lack of accountability from their customer support team have left me deeply dissatisfied. I strongly advise potential customers to exercise caution and thoroughly research the specifics of BT's fibre service before making a decision. It is crucial to seek out providers that are transparent and upfront about the type of connection they offer to avoid the frustration and disappointment that I have experienced

The broadband they provided was VERY unreliable with pings going from 50ms to 1500ms which playing any online game impossible, and slowed down normal browsing.

If i could give this score a zero i would!! Firstly BT customer service is absolute terrible, they fob you off and never get back to you.

Secondly broadband to the property was installed on the 12th june 2023. Up till today there was no broadband working so i cancelled.

Thirdly the engineer that came to install the FTTP did poor workmanship and didnt not seal the outside brick where he put the wire through the wall and also nailed into the lead flashing. I think everyone knows lead flashing is to prevent the water.

Overall avoid BT for any services, as customer service agents are a complete waste of time along with the broadband service. Altogether spent 16 days without no broadband from BT!!!!

DO NOT take out a BT contract. They used to be a trusted brand but my contract price of £26.99 went up by 14.4% in year one. Small print is increases are based on CPI

Since beginning of June my order for upgrade has been placed 4 times and every time it is cancelled. Absolutely had enough now! They have sent out 4 hubs and expect me to return, if they want them they can get them. Already sent 1 back.