BT Home Broadband Reviews

In the year I’ve lived in Cornwall, my BT broadband has failed 5 times, sometimes for days, trying to work from home is impossible with BT and it’s unreliable service.
It might be fast when it’s working, but reliability is not good enough, it’s time BT stopped paying out huge dividends and salaries and updated its antiquated infrastructure.

No internet due to loss of service since April 26th - completely fobbed off as nobody has the answer to when service will be restored - 30 years as a loyal BT customer but asked to pay more money to get an emergency connection through a Halo contract - only persuaded to switch to fibre 2 monthly ago - any trust in BT is now totally eroded

#anothergreedyCo Admittedly I failed to do the various checks.....(DAM) got locked into the standard 24 months contract. (PLS NOTE) last online registered profit 1.6 Billion......nevertheless every new financial year, customer are stung a unnecessary greedy price hike.....my first contribute to these pigs is £4.60 (will definitely terminate contract asap)

"it should be working by midnight" waiting over 1 month for set up
On my first contract with BT I had several problems getting the broadband set up and it took 1 month+ extra. BT paid compensation for their poor service.

I've just moved home and thought I'd continue with BT for ease. It's now 1 month+ in the new house with no internet as BT keep telling me "it should be on by midnight". I've heard this 4 times now....

Truly shocking service from BT
Truly shocking service from BT. I was hoping they would be better than Vodafone but sadly there turning out to be far worse! luckily I am within the cancellation period.
Had my broadband/landline switched over 3 days ago and I am still waiting for the landline to work!!!!
Normally not so much of an issue but my elderly disabled mother relies on the landline and its causing her distress.
Extremely unhappy and sad at the woeful experience I am having....time wasted on the phone etc.
SHOCKING.......

Ive never spoke to customer service but my dad has and its the same thing every time its like their reading off a script and its so inconsistent it turns off everyday without fault and its turned off 3 times in the last hour for 10 minuest straight

I have been a BT customer for a few months, I made my monthly payments on their BT app online, but unfortunately I got cut off around the 15th of March so I contacted them about this and they said they have not received any payments for 4 months which is a lie because I told them that I make my payments on their BT app online, so they said my payment had been sent to an old account so when I asked what account they told me it was BT account, so I told them that I have never been with BT before I have always been with Virgin, this problem has still not been resolved and they keep on cutting me off because of these missing payments I've even sent them proof e.g photos of bank statements which read that I have paid since being with them, I want to leave BT but if I do I would have to pay a cancellation fee which is extortionate, but when I do leave next May and these missing payments has still not been sorted I will take this further, I would not recommend anyone to go with this shoddy firm.

Recently stopped sky and got bt over the air thing, the customer services were excellent, no hard sell, quick answer and told me about home essentials.

Disgusted with BT and being billed 4 days past my contract end date.

My contract with BT ended on 17th February 2023 but when my final bill came it said i owed up until 21st February!! Thieving scum bags and internet is not worth what they say - quick to deny systems are down when in fact its BT's rubbish service and stealing from customers who choose to leave!!

We have had no phone and no broadband since we joined BT in March.
We have spent hours fruitlessly seeking support.
No engineer has appeared for an agreed appointment on 3 occasions.
We can sadly confirm other reviewer's experience of BT as incompetent, dishonest and unreliable.
AVOID.

A terrible organisation. Constant price hikes during contract. Charged for months after my contract had expired and I'd received assurances my account had been terminated. Yet to receive a refund for those extra months. Absolutely atrocious customer experience. Steer well clear. Much happier with my new ISP hyperoptic.

Garbage. One of the worst in the UK. On top of both latency and bandwidth varying wildly, the router updates most weekends between 6 and 9pm... called them to ask if it's possible to not completely sc**w me over by disconnecting me from everywhere for a router update, they said it's automated and they have no power over it... What kind of a stupid ISP updates their router in prime time on weekends which could take anywhere between 2 and 5 minutes... disconnecting calls, ruining your ranked games, interrupting your Netflix, and for what? For a process that could just as easily be scheduled at 2am on a work day?

I’m not surprised when I view their rate here and found it in red and 87% gave 1 star, that’s mean the customer care is zero and they don’t care about what customer satisfaction!! They increased my bill price by 19% for inflation!! And the funny thing that a new customer getting a better price than old customers by 30% less !!!!!!! Why the operation cost and inflation for BT just on the old customers and new are not !!!!!!! My fairly advise don’t trust BT and go with any trusted company which really be honest by treating you as a customers not as a pay machine for their bad services.trust me Don’t go with BT

The real downside of BT is that they get you in on a good deal, which very quickly increases in price every March (by around 15% each time), so that by the end of your 24 month contract you're paying a third more than you signed up for, and significantly more than a new customer would be paying. Not at all aimed at repaying loyalty to the company.

Olivia from Blackburn deserves a good review due to her good customer service, we was in the middle of cutting contracts due to not having the help we asked for (temporary hub) after ringing and speaking to many different members of the team trying to get us to pay for different things to solve the issue, Olivia was straight on the case and got us a hub sent out for free, she understood we was cutting contracts and she really tried to keep us as costumers! Great work

Be aware. They are misleading you to their Halo3 package which is not true. I have been having troubles with my broadband connection and they refuse to listen. They left me 40 min on the line because I wanted to complaint. And when I finally managed to get the complain through they say we cannot say you have a fault. Although their own engineer reported the fault and ordered new disks. BE AWARE.. their offers are illegally misleading. I will take the situation further.

About 2 years ago I moved house into a semi-rural area where BT could not provide me with fibre broadband. I called to cancel it and was told that I still had the best part of 2 years on contract and I couldn't get out of it. Ok, fair enough, its a contract. I need broadband for work so I signed up with Virgin who could give me over 500 Mbps.

2 years on and I've been paying £30 p/m for a service I'm not using. Finally, my contract ends and I get a note saying that I have to return my BT Hub or pay a £50 penalty. Bearing in mind its two years ago and the last time I saw it was as moving house, I have no idea where it is. I've looked everywhere and no joy.

I called them to ask if they could waive the charge based on the fact I paid them £720 in the last year for nothing and I was told no.

Ok, no doubt it’s in the small print in something I signed years ago that I have to return this thing. No doubt they are legally correct. But it doesn’t feel very customer focussed to me. Virgin are great, BT a cr*p. I will never use BT again. I'd rather go back to carrier pigeon.

Liam was extremely professional. Hi is done a great job to a high standard. He has given me excellent advices on how to to use my ultra fast broadband fibre. He was on time and he had finished his work very quickly. I am glad I had choosing BT services. I believe they are the best.

Just go with Virgin, or anyone else actually. They have zero customer care, just pushing their latest useless routers. DO NOT BUY HYBRID CONNECT. Our wifi has gone down, and the whole point of it is to allow you to stay connected while the main router is down. It literally does nothing, we've had it set up for a while, and every time we dont have a connection, we just dont have a connection until the main router
works again. ITs literally a waste of money, and they promoted it in a sly way making it out like it actually improves your internet connection, as thats what both my parents thought.. I wonder why.. I would just go with Virgin as even when I was in Brighton, where Virgin isnt the best, they actually had infomation about the server status and helpful customer assistance. BT now only care about getting as much money from you before you realise how bad they actually are...

Genuinely appalled by BT's price increases (only 6 months into my contract). They are citing inflation as an excuse but are in fact raising their prices by 14.4%, 3.9% above current inflation levels, which are projected to drop rapidly.

When challenged, the company line is that their costs are increasing like everyone's but this is a sham - they made £7.6bn in profit last year, off £20.9bn revenue (publicly available source: BT Group plc Annual report 2022). That is an obscene profit margin.

This is no more than a cynical attempt to cash in on the cost of living crisis. In difficult times they are choosing shareholders over customers. Philip Jansen the BT CEO should be ashamed of this and I would encourage customers to tweet this message to him in protest.

The above is compounded by the disgraceful early termination charges, which essentially hold you hostage to their unreasonable price increases. I would encourage others to find and share any loopholes they can here.