BT Home Broadband Reviews

I placed an order as a new customer with BT for TV, Broadband and Telephone services back in February all I can say is that I'm not yet a customer and I've already experienced what can only be described as complete and utter incompetence from BT.

I phoned today to enquire as to why I had not received any communication with regards to my order, only to be told that there was a problem with my existing phone line which was being seized by my current provider. This meant an engineer that was due to call on at the end of the month wouldn't now call while my services with my current provider are due to cease next week. And yet no-one from BT contacted me to advise of this. I was then tersely told by the BT advisor to contact my current provider to inform them that I won't be moving to BT so ensure my line will be released. And yet I already informed my current provider over a month ago that I was ceasing with their services, would be having my direct debit cancelled after the 28th and have also had my last payment with them adjust accordingly to reflect the termination of my contract with them. And yet BT are asking me to contact them to restore my line because of BT's incompetence.

And worse is that I had a conversation with BT 2 weeks ago to inform them that my current provider wouldn't release the line (which meant I couldn't keep my telephone number) but I was told by the rather cocky advisor that everything would be fine (inc being issued with a new number) and that my order would go through and that my BT services would commence at the end of this month. It was also during this conversation that I was informed that my previous order with BT, placed online, would be cancelled and replaced by a new order which result in further savings for me compared to my previous online order.

So, I'm not even a customer and I'm already experiencing problems with BT which doesn't bode well for the future. I should have heeded the warnings from some of my friends who said BT were a nightmare to deal with.

All I can say is DO NOT move to BT. They are frankly useless!

Similar to other reviews - after waiting 3 weeks for a date they gave us, the engineer visit was cancelled without warning and it was impossible to get through to anyone who knew what was going on. The order call centre is in India and staff had trouble understanding English let alone why our order had been cancelled. After speaking to about 6 different people and a week later we found out that an Engineer would not need to visit after all (although the 5 people prior said they did, which would have meant another wasted day off work) when the broadband was set up but would need to go to the local exchange, however BT were stating that Open Reach kept cancelling the order every time they tried to re-place the order. We still don't have broadband but apparently they are still trying... I would avoid BT broadband at all costs as have never had this trouble with any other providers. It is clear that their systems do not work and their staff training would appear to be terrible with people not understanding the basics of how their service works. If anyone from BT reads this, your live chat is also awful. It can say that you have 8 minutes waiting time until the next agent but it regularly reaches the end of the countdown but still spends ages searching for an agent. At this point you are without a countdown or idea if someone will respond, or you have dropped off the waiting list.

This company should not be trading. They are arrogant, rude, threatening and just supply a poor shoddy service. I am paying over £30 monthly for a standard broadband connection of 1meg, this is discounted and should be nearer £40. New BT fibre, which has just arrived here is £10+phone so I asked to change. Nope, you can't have NEW, so please pay us £25 +phone!!! Not a chance, so moving elsewhere. Since I notified them of this, I have been called or emailed every day. Threatening letter covering extra charges for loads of things that MIGHT happen. I will NEVER go to BT again. Look after your existing customers BT, it will reap dividends in the end.

The most horrendous service! I've had 3 BT hubs over 18 months and my internet cut out dozens of times during the day. No one at BT seems to speak English and they get very annoyed when you ask them to repeat themselves as you couldn't understand them. I was told to perform repair checks myself and was given an automated helpline number which apparently talks you through the process of fixing it. It goes on about wires, circuits, cables etc, which I know nothing about. I have dyspraxia and I'm not good with anything practical at the best of times. When I rang BT again, they told me to get my screwdriver and unscrew the phone socket box. When I told the guy I didn't own a screwdriver as I can't use one, he got very annoyed and told me to out and buy one. He kept ringing me every day for several days but I couldn't answer my phone as I was at work, like most people between 9-5. When he finally got hold of me, again, he was very rude and told me he had been trying me all day. I told him I was at work and he had the cheek to tell me that he tried my mobile but I didn't bother answer that either. Again, I told him I can't take personal calls at work. He was very hostile and rude. Nothing got done and I've now changed to Virgin. I'd rather never have wifi again than go to BT. Awful company! Don't even deserve 1 star!

Appauling isp. Our download speed was deliberately reduced in May 2015 from 0.9mb to 0.3mb and now we only have an infrequent connection. BT and their pals Openreach and the Ombudsman are all in cahoots and blame each other. So much for the governments promise of highspeed broadband for all - feel as if we live in a third world country.

Absolute joke of a company.

Engineer was supposed to come between 8-1. Got to 1.30 so I called BT and they said the engineer booking failed. Had no explanation, no apology. I had no call or email to let me know of this change.

Not one person I spoke to was English, I couldn't understand a word they were saying. In total was on the one for 2 hours! JOKE never join BT

Poor all round their DLM is a scam!

Had an issue with my fibre optic internet as speed that were initially excellent dropped to a level that were somewhere between dial up and slow broadband (closer to dial up). Suspecting a problem with the crap BT homehub 3 I phoned BT and was actually told "that's just the way it is" basically "live with it". I changed the wireless router for an ASUS model and presto the hi speed fibre optic internet was back. Now the whole inifinity network has gone down where I live and yet when you do the on line service test it shows "no problems in your area" - which kind of contradicts the "service status" page on the website that shows that there is. 2 days and no internet - all they do is push it back another 4 hours every time they miss a deadline. Omni shambles.

BT was good for the first year however they have decreased my broadband speed and it is now 10x less than it should be. I do not recommend this broadband.

From the outset: I have *no* commercial connection with BT, and - as I live abroad - am not even a BT customer myself, but merely administer my ageing mother's UK account on her behalf. Reading the litany of dissatisfaction in the comments posted here, I really wonder if we are talking about the same company. Having extricated my mother from the clutches of TalkTalk some years ago (now *there's* a company to steer clear of, if ever there was one), I switched her to BT and have been more than happy ever since. Sure, there are some niggles (like the so-called "International Freedom" chargeable add-on which is actually capped at 600 minutes per month and so should be re-named accordingly), but by and large we have no cause for complaint. The phone lets us make and receive calls when we need to; the broadband (which I use when I'm staying with her) is fast, reliable and reasonably priced, with no usage limit; and the bills add up as they should. When we need to contact support staff, e.g. to renew or modify my mother's contract, we find them helpful and efficient. Which, incidentally, is more than I can say for many a vastly more expensive media / telecoms company over here in Switzerland. So why not give BT a break, folks?

I have requested BT to have a look at he issues I face whilst using the broadband. First time they did the line test and asked to open up the socket and check they concluded there was some issues with the line coming into the property external work done on the pavement had buried the junction box and when it rained the connections got crossed. It has now been six months and I still get intermittent connection. Bt have not been helpful and requested payment of £100 to look into this reoccurring problem. I pay all my bills but am not getting the high service I was promised in the original contract. I have also sent them details via their website when connection is there. Please fix this

Do not buy any BT services. After being with Sky for years we decided to change to BT for the BT Infinity service. Took 1month and 2 engineers (one of which disappeared during the job without saying and without solving it) to connect. After that we were put on a completely different package where we accrued data usage fees. Promised to remburse us but never happened. Trying to sort out the problem was a nightmare. So many phone calls without resolution. There followed dozens of phone calls, where we were cut off often and we were back to square one. 6months down the line, still getting charged for a service that we were missold. Cancelled and gone back to Sky, should never have left. Appealing customer service and rip off merchants.

Best advice. DON'T even consider using BT. Words fail me to even attempt summing up the complete lack of Customer Service and product service. The only department that seems to function is the Accounts. They have a brilliant ability to rob their Customers

Really bad experience... Speed very slow, CS is annoying - had to cal them 5 time in the last 3 weeks, average waiting time is 25 minutes!!!! Switching away from them. Upset and disappointed.

Poor speed
Unreliable
And customer service is frustrating when calling up

The biggest mistake I have made is signing up to BT. The company are a joke and it's an embarrassment that they are a British company.
First there was a problem with my order which I thought they had quickly sorted.
Then my services were not installed when they said they would and after countless missed dates was eventually up and running 5 weeks later.
Once my broadband was up and running I realised my BT TV service was not working and called only to find that had been wiped from my order so had to phone to get that sorted.
Once this was sorted the next day my TV package was not the one that I ordered (channels not activated).
Once this was sorted I phoned to check that my billing would be as per my order and not at the current prices as they had risen. Was told my billing would be at current price and not as per my order with the offers at the time (2 months prior). I was told this would be corrected and prices would be as per my order.
Every bill since has been wrong and was told I would be reimbursed on my next bill only for that to be wrong.....and so on and so on.
I have not received my £100 voucher as promised and have chased this up being told it would arrive within 30 days and then 10 working days....... still not arrived.
My broadband stopped working and was told this would be fixed within 3 days and 5 days later it is still not working and had no update or info from BT. Can't use broadband,BT TV, Netflix, now TV, playstation plus. So I'm paying for all these services I can't use.
BT are shocking and I have phoned to cancel my contract only to be told I have to pay £206 (remainder of contract). Next step is the ombudsmen for me to get out of this sham of a company.
WARNING......stay away from BT at all costs,they will make you pull your hair out and customer service is non existant and no help. In 4 months I have spent around 10 hours on the phone to BT to sort out the issues I have had. I had be with sky for 8 years and plus net 8 years before BT and never had a problem. I can't wait to get out of this BT hell and will be more than happy to pay the extra £10 a month and get back to sky.

BT is literally the worst broadband company in the world, I would even give it 1 star for all categories. We've been having gigantic problems with our broadband for the past 2 months. We've tried to contact BT multiple times for help and solutions, but all we get is some person telling us they are going to "monitor" our connection for a few weeks. I don't want that, I want a reliable internet service that can give me more than 0.25mbps 90% of the time. I do not recommend BT to anyone who is buying broadband. Worst. Company. Ever.

Poor service, no respect for customer! When we changed to BT we explained that the line and broadband would b used for business and we need a guarantee of a reliable service. Today Ive been told that who ever set us up didn't put us on a business plan and that now we have to wait until Monday for a phone call (which I was promise to recurve today as the fault was reported yesterday) to let us know when problem will b sorted.

So if you are thinking of changing or getting BT (BT infinity) don't bother! Go with SKY.

I'm disappointed at the customer service BT provides. It is a joke to wait almost a month to switch the broadband from one place to another. I believe that governess of BT don't know that the customer satisfaction is the most important in the business. I will never ever sign next agreement with this pathetic provider.

Amongst others in our estate we are 200 yds from superfast broadband, yet cannot access it, and our own BT 'speed' averages 1/8 of what is promised and 1/3 of other providers. Service here is only marked a '2' as people on the phone are polite, but they reside in another country, have no accountability and basically the whole set up is a disgrace, as well as a joke given that our town is advertised as a shining exemplar. The truth is the service is highly patchy and I obviously reside in barren ground, so much so that my BT download was so slow last week that I had to get someone to physically post me a file on a disc. Welcome to the 21st century!!