BT Home Broadband Reviews

BT – Bloody Terrible
We have been with Sky for 5 years now and have had no cause to contact them during this time. If an outage occurs they text me to inform me that they are aware of a problem in the area. Total downtime over 5 years no more than 10 minutes.
We left BT (for good) in 2011 as a direct consequence of their extremely poor customer service. It doesn’t look as though they learnt a damned thing in all this time.

Skavar

I have been a loyal customer of Bt since 1996.I have up to now not complained but I feel I must tell others how I rate BT.Our internet has always been slow but within the past year it has been dreadful.I can't watch any utube,Facebook videos as it keeps pausing.I tried ringing Bt forty minutes later I eventually got through.I went with their protocol and was promised that speed with get better.I am still waiting as nothing has improved.I have tried ringing them again but again,can't get in touch with BT unless I have another forty minutes to wait listening to,We are experiencing a high number of calls please wait?I now understand the reason that everytime I call to complain that the line is busy,as I am paying full price for a service that isn't fit for purpose.I am on the lookout for a new provider,but very disappointed in BT overall.

So, I am one of those people who read the reviews about BT before signing up, I thought, it can't be that bad surely! The sales team I called were great and I got a good deal online with some cash back. I had fibre unlimited 2 broadband and TV with an extra box.
I have just paid £135 to cancel my contact as BT are genuinely the worst company I have had to deal with in years.
The broadband wouldn't let me watch videos on YouTube from my phone (stood right next to the box!) without pausing. In the end I upped the allowance on my 4G phone contract so I could. The TV service is ok, it worked at least.
Now, on to the customer service, when you get through after 40 minutes you are greeted by someone who completely misinterprets what you are asking and tells you point blank that you 'are wrong sir' after explaining for 30 seconds after the assistant constantly interrupted it turns out I was right! No apology from the person I spoke to and no follow up from a complaint I made about over charging.

There is a reason BT has such poor reviews, it's because it is genuinely terrible and those giving bad reviews are sharing their personal experience. Which on the whole is abysmal.

I will never go with BT again and strongly urge you not to.

BT are to big, they don't appear to be interest in home support .

I have to say I didnt think BT customer service could get worse. It is appalling.

I have spent 3 hours today on hold;
30 minutes talking to someone who clearly didn't understand the technology and couldn't speak English sufficiently well.

This is the worst customer experience I can recall. Bar none.

Absolutely shocking service all round, have been without broadband now for 2 days, they are advising me it could be another 3 days before I receive a call back to get it resolved. It is a complete lottery if you get anyone that knows what they are talking about when it comes to broadband faults. If you are a new customer looking for a broadband provider I would advise that you avoid BT at all costs.

Used to have speed of 1.4 mb year ago. Now lucky to get 0.7. Often 0.5 or below. Over a year and no sign of BT resolving speed or upgrading to fibre. will have pay out for satalite

Hi,
BT Broadband’ s customer service is the worst service I have seen till today. I have got my broad band connection on March 2016. Since then I was getting a speed of 5MBPS-10MBPS. The package I went for offered me 36MBPS guaranteed speed. After making innumerous calls to tech support, they send an engineer home. He did something and the speed went up to 38MBPS!!! But only for couple of hours. Again I started calling them. I even spoke to cancellation team, they told me that they can’t cancel the contract unless the technical team put a note in my account saying, I am getting less than the guaranteed speed. This guy in technical team has no idea what he is talking about, told me that my guaranteed speed is 2MBPS. I think he just made it up just save his side. He even told me that he can’t put a note in my account as it will affect his job. I have told him many times that the lowest speed B offers in the website is 17MBPS. Again I logged a complaint and they scheduled a call for yesterday 9th Aug 2016. But they didn’t even bother to call me.
I am completely lost and don’t know what to do. Any advice will be greatly appreciated!!!
I am adding my account number just for reference GB16128243
Mathew

Do not go with this company!!!

Customer service is the worst I've ever seen or dealt with! Every time you speak to someone it's either the wrong information giving or doesn't get logged. Each advisor tells you different things each time you phone and has you believing everything is sorted for you to later find out it isn't. Then they make out your the lier because they haven't taken any record of your call. Even the managers are no help, they don't even call you back when they said they would. The worst company!!!!!! Never will I be using them again!!

Much money taken. Impossible to talk to them. Never their problem. Very poor speed - presently 0.09Mb!

Rubbish i thought bt said they would have english call centre so they would understand you. Speak 15minutes repeating myself because they dont understand and all i wanted was past paper bill that i pay for and should have been sent for last 6 months and havent. They couldnt explain why my bill per month is £30more she just kept repeating if ur bill has gone up. Yes but why it should not have gone up my bill is unlimited broadband so round and round we go i got no where. Go on line no do ur job and find out why no. Just pay bt and do all the qork yourself when there is a problem. What are we paying for??? I still got no where with foreign and completely useless staff. Sorry but it isnt good enough when someone doesnt UNDERSTAND the english

Absolutely awful, the broad band it self is disconecting contunuesly every couple of hours, so i thouhg it might be the hubs foult since it's not the newest one, so i ordered the latest (5 smart hub) so i have been told that this should eliminate the problem that im having. So the new hub came in after 2 weeks of calling and ordering it, since my order keeps missing. Everything worked fine for 1 (one)!!!day... then it just startet to show green light (witch means hub is starting). AGAIN, called for technical support and after 3h of talking they sent me a replacement. WHICH AGAIN was missing so after another 2weeks about 10 calls and aprox 10h on holds 3 placed orders and talking to numerous people i'm still waiting for a replacement.Thanks BT! So if you're considering to get a contract at BT, take further consideration!!!!!!!!!!!!!!!!!!

Why did we do it? This has ben the worst 12 months ever as far as phone and broadband go. Switched because it looked a good deal but they never met their contract promises. Average speed was .98. Tried to get out but they wanted to charge a stupid amount despite their failure to honour supply.
Service appalling an appointments never honoured. service due to be switched midnight 5th so they turned us off 18 hrs early!!! then wanted an extra charge to reconnect!! Thanks to new provider our business only suffered 4hrs loss. WARNING DON'T USE BT words fail me but inept useless come to mind.

Customer service is abysmal. Tried 4 times to cancel broadband. Kept waiting on hold for 20+minutes. Lost the will to live so hung up. Nobody rings you back. DO NOT use BT

Got but hub5 and i can't get broadband speed on wireless connection with wire it shows 45Mbps and on wireless it goes down to 0.19Mbps

Worst broadband company ever, low speed (said to be 17 and I only received 3) , disconnecting very frequently like every day, no point using it all...

well it did call u back when u make a complaint, but then I kept being told that they'll ask someone to check to and get back to me, engineer appointment not available over weekend, and I tried to book it like 2 weeks later, and they said it's too early so can't book it for me?! Seriously?!

They are not good at all we moved on the 6th of july and they have put us off untill the 4th of august we then get a message saying we have to wait untill the 8th of october because apperently there is no line connecting even though our neighbours both have bt and there is a bt phone line in the kitchen but it has been switched off.
We got told to wait in on the 16th of july and we never had anyone turn up because apparently there was a problem at the box but we where never nottified so was waiting in until 6PM.
so they are bad in all areas as they just dont do anything and are in no rush to help anyone with poor customer service

Unfortunately, the terrible practices BT uses to extract a maximum amount of money possible are industry standard at this point, that however doesn't excuse them.

I've been trying to cancel my service for about 2 months now since I moved out of the house at the end of June. The online interface doesn't recognize my new address, and doesn't let me simply cancel without giving a new address. I've since called multiple times, been stuck in queues for hours, and still haven't managed to cancel my service.

Over the 2 months I've been trying to cancel my service, I'm still being charged, and not paying leads to them blocking me from cancelling the service.

To cut a very long story short. AVOID BT AT ALL COST. They have cost me two weeks with no broadband and £2800 in business sales lost.Customer services are rude arrogant and pass you around like a hot piece of coal.

Appalling service - Broadband is slow and drops out all the time, sometimes it just disappears completely for hours at a time.

On top of this BT have just put their prices up by 20% 3 months into a 12 month contract. I am unable to cancel the contract as they notified my via email. Unfortunately I missed it as it got lost in all the millions of marketing emails they send me so this is my fault technically.

Customer service is appalling, long waits on the phone, aggressive and unhelpful staff. Cancellation fee to end contract is more than the remainder of the contract will actually cost me if I stay with them.

This short term attitude will lose them customers long term as I will just wait until the cancellation fee is under £100 and switch to sky who will pay this amount back to me for switching.

Terrible all round service, would not recommend BT to my worst enemy.