BT Home Broadband Reviews

BT is terrible. Their customer service is appalling and none of them know what they really talking about. So far I have spoken to bt pretty much every day for the past two weeks and been given 4-5 different excuses as to why my account isn't active. The latest one was because they have cancelled my order due to difficulties???? I am still waiting for a callback from them from a week ago from their complaints department... surprise surprise. Absolutely shocking company! How they have business I don't know???

Poor poor poor. PLEASE DO NOT USE BT!! I started a deal 4 years ago £5/month. Since then I've had poor costumer service, poor phone and broadband connections, have had previously free packages added to my bill and direct debit without notification, if you have a connection problem/fault you get an automated service or end up spiraling to someone in India. And my last bill came to £42!!! (We only use the unlimited broadband)
Disappointed doesn't even come close. They entice you in on a seemingly great deal. Trap you on 12m/18m multiple running phone and broadband deals. Then proceed to put up the prices and tell you it's all in the terms and conditions!! I'm looking to leave as my contract ends next month but I have to give them 30d notice to leave or 14d notice to switch supplier....even though my contact ends in 2 weeks anyway (....apparently that's in the terms and conditions also, even though I won't be in contact anymore). Summary:DO NOT USE BT!

WORST COMPANY EVER!!! staff don't know what is doing on, they are rude, they are clueless, plain stupid.

Too expensive for what it's worth, constantly getting things wrong. SO overcharged so glad my contract ended this month.

it is shit

Having believed what I was told on the phone I placed an order for Fibre broadband, home phone and three mobile sims.

The sims arrived the next day and I set mine up. Number transfer happened the following day and caused 3-4 hours of no service.

It was then that I discovered that basic functionality was not supported. As an iPhone/iPad user, tethering devices is a way of life. BT disable it!
Visual voicemail either was not set up or is also not supported. So if you have devices you expect to share connection with ... BT refuses to enable this.

I discovered the lack of this basic feature whilst out on business calls, I had explained I needed this when ordering, caused me to need to change mobile provider. When I phoned to cancel (5 days after order) I was told I could not have a PAC code to move my number unless I could quote the account number (but email was on iPad and I could not tether to connect). I drove to a wifi hotspot, located account number and called back.

This new contact said, sorry to hear you need a PAC, but issued it without needing an account number.

So now I had been lied to twice! It has taken another six calls to try and cancel the order. Every time my new provider tries to take on the service they are blocked by BT saying they have a live order.

In summary, do not believe anuthing they say, their customer service, although polite is useless as what they promise does not get done. And as for their automated call answer service ... there is no polite way to describe it.

AVOID THEM, use any other company, don't put yourself through the pain!

I furthered a query I made last week, about new contract. I spoke to a very helpful man, who sorted my problem immediately and told me to then check my e mail, sure enough if was there explain g exactly the terms of my new contract, I couldn't fault the cstomer service,

DO NOT USE BT! This year was the first time that I have used BT for my broadband services and I completely regret it. Customer service is useless, you have to bug them over and over again to get anything done and it takes on average 10-20 minutes to get through to them. They made mistakes which led to me having issues and even my installation was delayed multiple times. They charge you for anything and everything and even the cancellation fees are more than with any other company. I will never use BT again and definitely recommend Sky or Virgin over them.

I switched from Sky to BT a month ago and deeply regret it! BT`s "Superfast fibre-optic" achieves` a miserly 5.1 Mps broadband speed, despite their advertised speed of 23 Mps (GUARANTEED!) to 52 Mps. This speed is too slow for HD viewing of my chosen channels. BT admits the fault is "At our end . . . ." and are `working on it`. WHAT A RIP-OFF!

I ordered services from BT and was told the order had failed on their system so they cancelled and told me they would raise again. I then received a call saying they where sorry I hadn't completed my order. Their system said it had been cancelled and not re ordered this is against what I had been told previously. I then stayed with my current supplier. However my credit card showed a charge from BT I called and they have said it will be refunded. They also said I had an active account but would not give me any details as I don't have the account number (I have not received any paperwork from BT after being told the order was cancelled). THe agent I spoke with would not help without me giving them the account number which I don't have. He then became rude when I asked to speak to a supervisor and refused to transfer me he just said he would post the account number and I had to call back. I have spent enough time on the phone with BT and can't believe how unhelpful and how much of a mess they have caused and stress for me on not knowing if I will lose my services. I am also concerned they may try to charge me and it may effect my credit score as I have cancelled the DD. I have not received any services from them and refuse to pay for their errors
I have never felt the need to escalate an issue but this time is different this is the worst service I have ever encountered.

Very very slow

We had a very reliable BT service until the end of March when we received a communication the exchange had been upgraded. Since then nothing but problems with broadband dropout, lights on the hub more flashing orange and orange than blue. Three engineers later and not a resolution in sight. The call centre in India are no help making you go through the same procedures time after time. There is nothing wrong with your line, we may have to charge you. What about any compensation due from BT for the inconvenience and frustration experienced. It is time BT came into the 21st century, we are not all touching our fetlocks saying yes master. DO SOMETHING - even if we live in a rural area we should not be treated like this.

So BT have provided me with 500Gb of free cloud storage, great. However, why can't BT provide customers with a User Guide that is usable to explain how to set-up / configure their cloud solution. A few bad YouTube videos and some appaling material on the net that does not reflect what the customer actually sees on their desktop will just not do.

Oh, BT. Where to start?

Let's start with the positive. The broadband speed is good in my area.

Wow, that was quick. Not a lot of positives there, huh? They have good adverts too, I suppose. The one with Ryan Reynolds? Pretty funny.

Well, that's both good things I have to say about BT.

I experience outages of broadband several times a day, often for just a minute or so but very occasionally for up to a couple of hours. On top of that, at peak times the speed can dip a little. Not enough to make a massive difference, but still a noticeable amount. That's probably something that varies from area to area, though. But what should you do if you're having problems? Call the support service of course!

Alternatively, you could just drink bleach, which I've found is very close to the feeling you'll get from interacting with BT's helpline. It's amazing that prostitution is illegal in the UK, yet I'm still paying BT to completely fuck me on a regular basis. And much like a prostitute, BT's helpline leaves me feeling hollow, empty, a painful burning sensation. The point I'm making in a roundabout way is that BT's customer service is bad. It's bad. It's bad bad bad. It's so bad, it makes other things that are bad (like stubbing your toe) seem positively pleasant in comparison. Anyone who's wrestled with BT over a problem will agree. This probably isn't news to you. Heck, if you're reading this it's probably because you too are here to leave an angry review about how bad BT is. But there's a better way.

FaceBook.

Yep, FaceBook. Go to BT's FaceBook page and leave angry, sarcastic or just disappointed comments on their posts. I did that for a whole day, and they sent me a message saying that they'd help me if I deleted my comments and didn't post there again. After two weeks of patiently waiting for a phonecall, bitching on FaceBook got the problem solved in 24 hours.

So if you take anything away from this review, please let it be the fact that you can save time by just going straight to their FaceBook page and leaving angry comments until they acknowledge you. Like everyone elses' comments too.

Thanks for taking the time to read this absurdly long review. Hope it's been helpful. Also, check out the Ryan Reynolds advert if you haven't already- it's good.

-TOLS

BT are terrible and have been for many years. I've had to use them twice due to circumstances beyond my control.

18 months into my contract and I'm still waiting for them to install a phone line. Took them 6 months to install internet.

Phoning customer support results in the call being dropped at a guess about 75% of the time. I've had to book days off work just to finish phone calls with BT. I've spent more than 4 hours in one sitting in the past without getting to a resolution (10th May 2016) and today I needed to book an engineer to come out and that phone call took an hour.

They've also signed me up to BT Sport for free initially, then started charging me for it. They said they informed me by email, but I receive an email from BT every couple of weeks that contains nothing but spam and so I happened to miss this, which they blamed me for.

Please please please, do whatever you can to avoid them.

Absolutely absurd to think I get 1.9mb speed, I spoke to BT just before buying my house 2 years ago and they assured me that works were due to take place to install fibre optic, not a single sign of an engineer, every time I call I'm told it's due to take place in 3-4 months, if I visit my brother in law who lives literally the other end of my road and use his WiFi, I get 55-60mb speed, it's an utter disgrace, not only are they liars, their customer service is diabolical and I cross my fingers that this new law gets passed where customers have to have a minimum broadband speeds. BT hang your heads in shame, yours sincerely a soon to be ex customer(p.a dial up is still head and shoulders above your lousy service)

The BT broadband is slow and has intermittent faults. Once it did not work for over a week with no compensation(still charged full bill for the service). The speed averaged 3mbps though this could occasionally drop as low as 0.25mbps. When I complained about the speed I was told I could upgrade to infinity for an additional £20 a month. £57 a month for a decent Internet connection is a lot so I declined.

When cancelling(after contract had ended), I was hit by a hidden "cease charge" of £31. At no point during the sign up was I told about this charge, even although I specifically asked for a break down of all costs. The sales team conveniently omitted this fact. What is the purpose of this charge? To me, it seems like BT are on a last rob before I finally leave them.

I would 100% recommend you avoid this company until they get their act together and provide a reliable, fast and transparent service.

Absolute garbage customer service. Do not sign up wit BT. If you're moving home or try to leave BT, they will screw you over. Instead of accepting their mistake they penalise customers for leaving them. I'll never use BT ever again.

We left sky to come to bt, We ordered bt phone and broadband on the 25/4/16, we was told our services would go active on the 10/5/16, the day came, broadband speed was good but then it gradually got worse and worse until we got to the point that we couldn't even change the page, we made numerous phone calls complaining, was told by an Asian woman that we still had 9 days left to cancel if we werent happy, phoned today 17/5/16 which is 10 days after we became active only to be told that we can't cancel as we are out of our 10 days period from the date we ordered, we wasn't told any of that until we tried to cancel, but by have told us we can cancel but they will charge us £350 to end the contract when we was only told 2 days ago that we still have 9 days to cancel if we change our mind but now we want to cancel they want to charge us, we are leaving bt and going back to sky, at least sky are honest, bt are just a big conartist company who like to entrap their customers! Please please please don't go to bt, avoid like the plague, they are crooks, customer service are all Indian people who can't even speak English properly and their services are appalling!!!!

after giving bt 15 years of being a loyal customer,i was forced to go part time at work,i phoned them last october to see if there was anything they could help me to reduce the monthly cost,they reduced my account by £10,i have now been made redundant and need to move away from my place and live with my brother and sister in law,i phoned bt yesterday to stop my service,and they are charging me £113.27 until next october,they said i changed my contract,when i get my own place and get on my feet again,i will never ever use bt again for anything

I was currently with EE broadband had no issues with them the broadband was just a bit slow. So I changed to BT broadband. Since changing I have had no internet because it won't connect I have spoken to customer services and they say I will have to pay £129 and wait 4 days for he problem to be fixed! I have already paid around £56 first installation fee and also £35 a month. I have yet been able to use the Internet or make any phone calls. Service is unacceptable. I spoke to one of the managers called abhij and he was useless, he had no intention of sorting the issue out fast and for free as BT have already had a lot of money out of me and I have no broadband or phone line. Angry is a understatement.