BT Home Broadband Reviews

Probably the worst internet service you could go with, constant low speeds, absolutley terrible customer service who half the time dont even know what they're talkig about although you just waited 3 hours to talk to them, discusting reliability hardly ever works to its full potential download speeds are terrible and you can expenct regular lag and slow speeds, STAY AWAY!!!

The worst service I have ever experience in my life! Paying for fiber optics. it should be around 35mb upload speed. I am getting 4mb at best. I have tried calling BT every day but after being on hold for over an hour and not getting through I give up. I work from home and am losing work and money from this situation!

absolutely disgusting customer service, pushed from pillar to post, I have spoken with 6 different advisers today and only 1 could tell me the truth! that my order has somehow slipped through the net, after spending over an hour on the phone 3 weeks ago placing an order for tv and broadband and giving my card details, and to be told I have an engineer coming out. My appointment was meant to be tomorrow but I have had no communication from bt in the past 3 weeks so i thought id better call them to check as I would need to take time off work! after 1 30 minute live chat and 5 half an hour to an hour calls later they told me that there is no order for my address/name/contact details. Disgusting customer service, I was cut off 3 times and promised ring back numerous times which never materialized. I just cannot understand how a substantial order with a massive company like BT could go so wrong, highly dissapointed to say the least!

ABSOLUTE DOGSHIT. DO NOT GET INVOLVED

Worst customer service/incompetent staff.. unreliable internet despite paying the most expensive package! Also, increases the cost of your monthly direct debit without informing you as "your contract ended"... Even without a notice prior to ending to remind me about it. Other companies I have been with would send reminder or continue with the package u signed up for. But instead , is "ok" and acceptable to charge u double of the cost you had initially agreed to!! It's like fraud!
Moreover, the line keeps getting cut off especially at night.
Not sure what you have been upgrading in your company!! Never with bt again. My whole family is leaving too! Generally an UNETHICAL company!

Absolutely dreadful. 0.44MB download speed! 0.22 upload? Our experience with BT has been uniformly poor. Never again. I am happy to walk away from our contract if I could be sure of finding a better supplier

The broadband we get is very good. BT customer service however is beyond poor.

Issue started when I couldn't access BT sport through the app. Was told I had to "refresh" my package to reactivate. Told I would receive an email through later that day stating I had taken out a new contract by to ignore it. I did. No prizes for guessing that they had extended my contract without permission.

I have since had 7 calls with BT going round in an infuriating circle. Agreed new package, didn't put in place. When did charged me a sport cancellation fee when I was out of contract. On hold for 40 mins then cutting off (twice). Indian call centre with translation issues.

Eventually sorted the new contract only because they gave me 50% off & because the infinity broadband is God - otherwise would have gone elsewhere for sure.

Couldn't possibly recommend the company based on these awful levels of customer service.

If I could have given less than one star for reliability and overall satisfaction I would have. Truly appalling broadband with signal drop several times a day, this was over a period of nine months despite numerous calls to customer service who claimed to have "identified and fixed" the problem. If it doesn't get sorted this time, I'm going to Trading Standards.

Recently switched to BT broadband, and I have been totally SHOCKED by how apalling the whole experience has been. Mistakes in connecting the service, a router that doesn't work properly and terrible download and upload speeds at times when the ridiculous BT sport- which I do not want and do not subscribe to- is at peAk time for entertaining people in pubs who are sensible enough not to subscribe to BT at home.... For me, BT epitomises the worst of the UK- a post-colonial monopoly that thinks it is competitive because it is a private company. With such an appalling service, it would not survive in a truly commercial market like the US. A total farce, and one star is one too may in each category. I should have trusted my instinct and avoided BT like the plague instead of falling for the marketing hype.

I personally begrudge putting even 1 star this company has as many holes in its reliability as Swiss cheese the complete incompetence of its staff to communicate between themselves leaves you talking to a different person about the same problem repeatedly, from the beginning,. in my case every week for nearly four month. a two day fix is not justification for closing a complaint, which then has to be reported again. basically this company has got to big to greedy and basically couldn't give a £^%$ about its customers.

Broadband speed is incredibly slow (1.7) and I would love to speak to BT about it but I don't want to waste another 2 hours of my life to try and get them to answer my call! I would love to switch but started our 12 mth contract with them 2 mths ago. Can we get out of a contract that obviously does not work for us?

60 min wait to speak to their Indian Call Centre resulted in an engineer being booked to assess tv reception fault.
Advised I would be charged £130 if the fault was within the home. No engineer arrived in the 5 hour time slot. No explaination and a further 60 mins on hold trying to re contact the TV support line. This service is truly shocking. Best avoid BT.

Worse company I've ever dealt with

After 15 years of being with Sky I moved to BT and I have regretted it ever since. Not necessarily the products but they are con artists!!!
I have been stung twice (stupid me) once was I was being charged wrongly for broadband so I called and then said 'yes I can see you have I can change it now'..... Didn't realise that meant tying myself in for 12 months for nothing.

And then same happened with BT sports I called and said on the phone there was a problem they said they can sort it- I replied with 'this isn't going to tie me into anything is it, I've been stung before'...... Got a no and then found out today it did!!!

BT found my call proving this was said by me BUT after the person recited there speel at the end of the call and I said yes to it, I was saying yes to tying myself in...... Couldn't make this stuff up.

What is disgraceful is I have no option to take this further without huge headache and it's not good enough from such a large company.

They should be ashamed of themselves!!!

Worse company I have ever dealt with in my life. Called them over two weeks ago to report a broken modem. I suggested it was the power cable not working, and i was told to go to my local market and buy a new one. After insisting they replace it, they informed me they can’t and would need to send me a new router and modem. This would be with me in the next 3 to 5 working days. Nothing arrived. Called them back, which took an eternity to get to speak to a human. They then informed me that the operator was not authorised to send me out the new equipment and he would call me back to explain within the hour. No call back so next day rang them again 50 min trying to get to speak to them. They then said the operator had tried to call me back on three occasions but my line was engaged. (I don’t use the land line for making calls) I was then told they would send me out the new equipment and I was given an order number. No new equipment arrives speak to them again and they say they have no routers in stock. But will call me once they have them available. Still waiting for the call back, so far 2 weeks without internet.
Don’t know who to speak to next as I can’t get past the call handler in India. Full of apologies and refuses to pass you on to a manager, but instead say they will email the manager and you will get a call back. Guess what… you don’t.

Recently moved from ancient router to shiny new bt infinity as soon as it was available in our area. Supposedly creaky old broadband was 100% reliable. Supposedly much better shiny new infinity regularly goes offline in the evenings and sometimes during the day too. They forgot to mention that by "upgrading" we'd be degrading the reliability of our service.

Speed routinely poor, customer service disappointing.

If you get a UK based call centre when you call BT then you will be helped quickly and professionally. If you get an Indian based call centre which 9 times out of 10 you will then just hand up because they are USELESS!! i have never had such poor customer service then when i call up BT and get an Indian telling me to do the same stupid speed tests over and over again when all i need to an engineer to come out. Absolute trash customer service (unless you get a UK call centre)

BT are very disorganised, falsely reassuring and appear to be completely incapable of sorting out our very slow (phone line based) broadband. We also have BT line rental so they are responsible for it all and still cannot make anything better.

My daughter and I were both with BT for three years. Very expensive and customer service useless. When my daughter changed to Virgin they charged her $31 for disconnection. As a result I left BT as well, never to return.

Absolutely disgusted with BT customer service. They have effectively washed their hands of providing a good customer service by sending it to India. I've been a loyal customer for 30 years and never experienced anything like it.