BT Home Broadband Reviews

Customer service is non-existant would avoid at all costs. Reported a fault with broadband barely working 7 weeks ago and despite numerous complaints we have not heard from anyone except the odd phone call from India. Could barely understand what they were saying and still not fixed. Have tried to cancel contract and no response from that department either. Entire company a joke. Will be leaving and never using again.

Works well in the daytime - sometimes!! but after 6.00 pm forget it, can't access most websites, e mails, or anything else. Told by BT customer service that with Infinity, that is due on stream next month, all our access problems will be resolved. Signed up, (probably the wrong decision) but we will see. At the moment makes me feel ashamed to have the British prefix attached to this pathetic service. Had better broadband speeds on a boat in the middle of Frace than we have here in the UK.

The signal has now failed completely twice in two months. BT took two weeks to rectify the first fault and two days to fix the second. The speed keeps dropping from 15Mb/s to 0.25. It is utterly unreliable.

I am thoroughly fed up with BT's 'superslow broadband' I have been with them for 10 years but now I am looking elsewhere, Customer service,? WHAT customer service.? It took me 2 years to convince them I was paying twice, ! (I think this happened when I changed to their superslow service but they kept collecting for the old contract as well, I had 2 different customer accounts but the call centre just kept bluffing and blinding me with 'science' until one day they actually agreed and repaid (some) of the overpayments, If you want a homehub that disconnects 10 or more times a day, then BT is for you, otherwise avoid this appalling company

Worse customer service than the tax office! Impossible to contact and frequently cut off. Every time you try again, endless waits, then go through the whole situation again only to be cut off again. Website avoids giving helpful contact advice to the point of annoyance.

If you are contemplating taking any BT service please don't as you will regret it.
I have been having numerous issues with my wifi and all bt have been doing is fobing me off. I have spent upto 6 hours with clueless customer advisers telling me at the end of the call is call back next week. now if that isn't disrespect than i dont know what is.

Steer clear of this bunch of thieving cowboys.

Their customer service is worse than their very poor broadband.

I will use carrier pigeon before going back to this company

Stinking customer service caused me to leave BT, then they let out an even worse stink!

They had mugged me into restarting my broadband contract via my 'Free' BT sport renewal!

Just robbers plain and simple, I am glad to be gone

Our broad band service reliability is very poor as an example we have lost our broad band service 4 times today and this situation is not improving

Surely in this day and age broad band services providers must be able to provide a good and reliable broad band service at reasonable charges

Cartel marketplace springs to mind in our current customer broad band provision at this time

Opportunity for a good broad band service provider at reasonable cost would take a very high market share of broad band provision

Absolutely appalling 'super fast' fibre broadband and the worst customer service experience. Have had ongoing broadband dropping issues for 18 months since installing, dropping 8-10 times a day. If report fault online, it shows resolved in a couple of days but still dropping. To place fault via call centre have been on hold a minimum of 35 mins before speaking to a human being. Have now reported the fault 4 times, seen 4 engineers who promise ''it will be fixed today' then we never see or hear from them again. The most atrocious service ever. 4th engineer this morning confidently saying he'll fix it today. Came home at 4.30pm have no broadband service at all (bank holiday weekend), and have now been on hold for 50 mins asked not spoken Tia person yet. The online BT fault reporting website says we don't have a fault! Disgusted beyond belief that we're paying for this rubbish. The only plus side having experienced this, is that I procure telephony services for central gov depts, and no matter how good the sales people are, they won't be getting any new or repeat business as have seen first hand just how shocking their service has become.

the engineers have been here so often now we are on first name terms and have made up a bed in the spare room. They blame anything and everything, fix the problem, assure us all is OK, then 7 days after they leave, no broadband, t.v. service drops out, slow download speeds, same old, same old. The service is nothing like advertised and trying to get them to get an engineer out is like trying to find Lord Lucan!! Why do they promise what they know they can`t deliver?? Years ago we thought of car salesmen as the archetypical conman, it`s now BT sales and after sales service teams....problem is it seems, all other suppliers are just as bad!!

Long term customer and you get no favours for that. On the back of some email password sync issues I managed to get a "deal" for a better BB service. Should have kicked in days ago and hasn't.

The time I've spent using their online chat support service has redefined abject misery. It took time to even get a response from that but when I did I got nowhere fast. The emphasis seems to be on validating who you are, rather than resolving the problem. I mean who in their right mind would pretend to be someone else, and put themselves through the pain that this so called support service involves?

Without boring about details, I usually sit down with a magazine or such, because on average I spent over an hour, and most of that was just that, waiting. Occasionally getting responses such as "hold on a minute" or "the server for that test is taking time" or "I'm just checking into that". They are very good at apologising though. I got that a lot.

What has pushed me over the edge is being lied to by these people. I've got transcript evidence of 2, arguably 3 instances in less than a week where promises to email or call me back simply have not happened.

When it got to the point of agreeing an engineer needed to look at things I was then hit with what read like a legal statement about additional costs. Now I know nothing in my home is faulty but the tone of this was appalling and came across in a threatening manner. I firmly advised I will not be paying any extra to get the service I am now paying for. I'd add that the previous BB service I was buying NEVER managed 75% of its so called performance either.

Today I will be submitting a formal complaint. Whilst I would prefer to stick with BT as a 1 stop shop for my phone and BB, I honestly do not feel I am dealing with a company that demonstrates good customer focus, nor ability to deliver as promised.

Had BT for 30 years then made the mistake of moving house. Filled in the order online with BT and was told at Midday everything would work in my new house. 2 weeks and 4 phone calls totaling 4 hours to India I got a phone Line. Broadband was another issue after a further 7 weeks and 13 calls to there call centers total 10 hours and every time having to repeat the same details I gave up. Called Sky and They gave me a date 7 days later all was working. Since transferred all my properties away from BT, nightmare.

We have had BT for many years. Poor broadband service initially was eventually fixed when they found the problem lay not in our home but in their exchange! Have had consistent 11Mb service with no dropping for years. Now considering moving to fibre but not sure it is worth it or that we will get a better service than now!

Worst ever. Never get any help. I will change provider next month. Have enought of this company. Piece of shitt. Will never recommend to my friend.

A much slower service than three years ago, but paying more. numerous calls go un-answered and problem ingnored. Very disappointing, but i'm just a small fish in a big pond

Absolutely appalling called BT to tell them I was moving home and they told me an engineer would be out to my PROPERTY which they never showed up so I called up to see what was going on an they told me an engineer doesn't need to be out when I had wires missing and I also don't know how set it all up, I explained this to BT for 3 days on the run and they sent me the same wire for 3 days. I really don't know how hard it is to send an engineer out to help a customer out!!!!

And absolute disgusting service pay for the full amount and basically get rubbish speed ! Can't believe what I'm paying for ! And it doesn't even work . Keeps dropping out ! Speed is on 3 ! So why do I have to be penalised to pay full amounts! Let's see if the customers service team contact me within 24 hours , bet they don't ! Would be great if they did and would be an added bonus if I could talk to someone British !

Horrible Customer service ever seen, Regretting for my subscription. They offer 14 days cancellation FROM THE DATE YOU PLACE ORDER ONLINE AND THEY WILL CONNECT YOUR LINE AFTER 10 DAYS, SO YOU HAVE MAXIMUM 2 TO 4 DAYS TO CHECK YOUR BROADBAND SPEED OR THEIR SERVICE, AND IF YOU COULDN'T DECIDE WITHIN 2 DAYS, YOU ARE ARE LOCKED WITH B.T., BECAUSE YOU CANCELLATION PERIOD IS OVER, AND IF YOU STILL WANT TO CANCEL THEY WILL CHARGE YOU FULL YEAR CHARGE.THEY ARE HERE JUST TO ROB THE CUSTOMER, PLEASE THINK TWICE BEFORE GO FOR ANY OF THE B.T PRODUCT......

I would not recommend someone I hated to BT worst company I have ever come across I had there over seas billing department mock the way I talk when he thought he had me muted I demanded to speak to a manager who apologised on his behalf If it was me mockin him I would of been called racist and been in trouble. I was meant to have full service on 27th June after hours of phone calls a new router a engineer out i received full speed n channels from 1st August n they want to charge me £194 for 6 weeks bill when I only had service for 15 days disgusting service AVOID