BT Home Broadband Reviews

The service is terrible . The automated system with varying voice tones to keep you in order is terrible . The engineers analysis is sometimes very poor . Over 6 hours of my time on the phone trying to get them to sort it and in the end sorted it myself using an old hub . Now I wait for a replacement hub . They don't pay recompense for list time , time off work , lost use of equipment or anything .

The worst customer service I have ever experienced. We pay for "super fast fibre optic".... What a joke! The connection regularly drops out, the speed is often less than 1MB, and BT do naff all about it!!
We have had 2 cancelled engineer visits because BT are unable to organise a p*ss up in a brewery! To top it all off, if we want to cancel it is £150 for the pleasure. AVOID BT!!

I moved to a house that had been already using BT for a couple of months. The service got broken 2 weeks ago. We have contacted BT several time and every time they gave us different reason and different expected date to fix the issue. It has been two weeks now with no explanation from them. It is irritating and i would never every recommend BT for someone else.

If you want to have the worst experience possible then you have come to the right place.
BT are horrendous for customer service, they don't care about the customer alls they want is your money, whether or not they are providing the service that you are both in contract for.
I had nothing but problems for the month and a half that I was with them.
Even when I cancelled they tried to bill me £500+ for cancelling as they said I was breaching the contract by terminating early. Even after I quoted their terms and conditions to them (and emailed the advisor the terms and conditions and the link to their website) they still tried to charge me.
They don't have a clue what they are doing and don't care about the customer.
Worst company ever... Sky all the way

For several months my Homehub 2 was cutting out. I reported it twice and was fobbed off by customer services who said it was - connected to wrong socket/interference by microwave/cordless phone etc etc. They would not believe the homehub could be faulty.In the end I bought a Homehub 3 from ebay and have had no problems since. They appear to have logged only one complaint even though I complained twice earlier this year and refuse to compensate me for several months bad service.

BT customers service is the worst I've ever received (and I've had some bad service). I wanted to change the contract we had into my name - everything else to remain the same and they wouldn't allow me to do so witho paying £50 connection fee even though they weren't connecting anything- nothing at all was changing. When I refused to do that and asked to cancel the contract they charged me £30+ to cancel- even though I was out of contract. Just plain scam artists, would never use again.

Shit provider has shitty internet speeds. It has no range (doesn't reach to my room) and is overall a shit internet service, wouldn't recommend it at all.

8 months, 21 case managers, 10 engineers, and 4 missed work days later - you can probably see that I have had enough.

BT's level of customer service (especially after outsourcing their departments to Banglore) is shocking and unacceptable for these reasons:

1) the did not deliver the services I paid for
2) are using delay tactics to out stretch any chance of rebate
3) they lie and use deception to give an impression they are dealing with my complaint, as every person I spoke to was swapping roles, reciting the same script, redirecting me to one of their colleagues
4) wasted my time by not reviewing my case before calling
5) not informing me when engineers would be coming, not accommodating for vulnerable people
6) were rude and intimidating
7) try and get people other than the account holder to close faults.


My family and I have been severely distressed during this ordeal. We did not have a working phone line for a period or time so my elderly mother could not call the emergency services if she needed an ambulance, nor did I have any piece of mind in case my children were to fall ill, and my professional life has suffered as I could not access work resources to work from home.

I have financially lost out a lot more than I ever expected. I have had to spend additional money on travelling to work when there was no need to do so, incurred additional mobile phone costs, and more importantly have had my time wasted which is something I will never get back.

I am still having my time wasted wrapping up this issue and do not want to simply change providers for my phone line and internet because if BT own the communication infrastructure, getting it resolved by someone else will be an even longer process.

I am a realistic person and accept there are factors which may affect my services, but what cannot be justified is the unacceptable level of customer service, the unrealistic fix times especially when vulnerable people are involved, and the lack of consideration for the customer.

I was Ok with BT , not the best line speed with drop outs etc but the main problem was when i came to move home. I arranged the move and they told me all would be fine and i would be connected within a week. It didn't happen and they ended up cancelling my contract and told me that as I had cancelled early there would be an early termination charge. I have not been able to resolve this and when i asked them to connect me as a matter of urgency they said it would take another 3 weeks.
They don't listen or care and when things do go wrong they make no attempt to correct it

Terrible! Wow, avoid completely.

I am astounded at the level of customer service the company offers. Truly sad. My poor 70+ year old mother moved and when setting up her phone in her new flat the line would not call in (calls out were fine at first). She called to let them know. A very unhelpful person told her to disconnect the phone and plug it into the box. This did not work, and after plugging the phone back in outgoing calls stopped working as well. That is when she was told it was the developers problem and not BTs. Obviously, it is BT problem as the prior tenant, the landlord (who lives in the building), and other neighbors do not have this problem. After sitting on hold, speaking with multiple so-called customer service reps, having my called dropped, having loud noises played in my ear I have decided to file with the OFcom for dispute resolution to have the non-working line that my poor retired mother is paying for.

Truly sad, and very disappointed that any service provider with the name British in it would treat a senior this way. How, er, un-british at best, more like a scam.

They promised me broadband speed of 6-8mbps when I signed up, and I've never had more than 2mbps. 6 weeks later, still no closer to them even admitting there's a problem.

If you want to lose the will to live, choose bt infinity.
I have had it installed for 15 months.
It has never worked properly.
I have spent over 45 hours on the phone, had engineers visit 4 times, had 3 sets of bt powerline adapters, had 3 different tv boxes and have never had a reliable working broadband and wi-fi.
The last engineer ( 3 weeks ago) said that it would not ever work in our house.
bt will not let us out of the contract even though they are not providing the service as advertised.

What a joke BT is. Broadband line regular drops the connection. Down speed in between 1 and 2 Mbps and upload today is .24! service from the helpline is a nonsense. They have no understanding about broadband not about BT equipment - they just tick boxes and read from the script. AVOID BT.

I wish I could score zero.the worst company I have ever dealt with.a few weeks ago I decided to switch from another provider,i placed my order and paid my money,bt cancelled it,ordered again,same result,placed a third time,once again cancelled.i went back to my original provider.meanwhile despite not havinga bt order I have now had three hubs delivered to me and even had a text to confirm a date for engineer to install tv.really could not make it up.they are also sending bills but worst of all I cannot get my money back from them,it,s a lot of money so I won,t stop until I get it back.i am now getting my bank involved,then Ofcom,watchdog and paper.please do not use this incompetent useless company.BT should be ashamed of themselves but they don,t seem yo care

I have just moved house and was going to transfer my BT Broadband to the new address however when looking into things i saw that my original deal had ended and that I was now paying £47 and i don't even use the phone as I have a digital number, BAD DEAL In my opinion they should have sent me a letter regarding the new increased charge. I phoned up Sky and they can offer exactly the same deal for £17, so much better and you are effectively getting exactly the same thing. So I called up BT to cancel my package and they said that I needed to give them 30 days notice and pay a cancelation fee of £31. All in all this a lot of money wasted and I will not be returning to BT because of this.Yes this stuff is probably all in the small print but in my mind this is just a way of fleecing consumers because people don't tend to read this stuff, and they know it. Not impressed BT, short term thinking.

What customer service? Six days to fix a line fault in this day and age? Typical of a large company...they just can't deliver good old fashioned customer service. What's more, they don't appear to care.

overall poor. Since I decided to quit BT ive had 4 fraudulent telephone calls maintaining they're BT until I ask for their number then they hang up. This has been reported. They maintain there is a fault with the system

Beware

Drops out constantly - customer services "re-set the line" works for a day - then drops again - repeat process

Took 18 months and dozens of phone calls to get them to even connect us to broadband. Utterly useless in everyway. AVOID FOR THE SAKE OF YOUR OWN MENTAL HEALTH.

AVOID joining BT at all costs!!!

My partner signed up to get BT sports, he cancelled it in September as we were moving house. We've ended up with a debt collecting agency on our backs with a huge bill!! Partner spoke to them at BT who said they had not received a notice of cancellation.. when he asked where the bill had come from and what is was for they said it's because we didn't pay our cancellation fee.. so why would we pay a cancellation fee if theyre saying they haven't cancelled it!?!?!? Totally contradictory!!!
When we asked why did nobody contact us via telephone to sort out this matter sooner we were told "That is not how we operate"
Very unhelpful customer services, they talk out of their arses!!
Such a big company and yet dissatisfying customers all the time it seems.. absolutely disgraceful - it's be because of greedy firms like BT why people like us who work hard for a living end up in debt!!! Which could have easily been rectified with a phone call.. Going to take this further we are absolutely livid!!!