BT Home Broadband Reviews

It's like hitting your head against a brick wall.

Customer service: HORRIBLE! Chasing a refund and they tradferred me two times, the second time the person asked how she could help and she then put me on hold without even saying anything.
After 5 mins on hold the lone got cut and I couldn't even speak to them!

I made the foolish mistake of switching to BT from my broadband and phone line supplier over 12 mths ago, from the beginning it was a catalogue of errors and hassle. It started with my phone not enabling us to phone out! after hours on an offshore call centre getting nowhere with someone who knew absolutely nothing about BT services & how they worked, and was quick frankly rude!! I gave up after 2 days. My partner eventually found the solution on a forum of disgruntled BT customers!! eventually after 3 mths BT resolved the issue! my broadband speed was pretty useless most of the time and stuck with the contract I pushed on until it was due to expire. I was then shocked to see a debit for over double go out of my bank account with no warning ! Yes right on expiry good old BT with no warning stuck me on a tariff that basically ripped me off for double the amount! no email, no paperwork warning me my contract was due for renewal! I have since switched and surprise surprise BT can now email and write asking me to stay and offering a different contract! i should really contest the last 2 debits taken but I do not have the heart or the courage to try and ring their god awful call centre in India! It is by far the worst I have ever encountered! my advice is stay clear of BT, poor service, no customer care and quick to charge and debit you when without any warning! glad to be rid of their rubbish broadband and phone package!! oh and don't try and complain on their BT homepage or forum! they never respond and ignore you!!

I ordered bt broadband and tv on the 25/11/2015, I had to call them to point out an error on the order, I then got sucked into the bt call centre run around, 2 days later I decided to cancel my order, well within my cooling off period, it is now the 9/2/2015, well over 2 months after my initial contact and bearing in mind that I never actually became a bt customer and I have just managed to shake them off, they have made final demands for money they was never owed, taken money from my account that they were never entitled to take, and don't even get me onto the off shore call centres, if you do mange to pull one of the robots off his or her script they can become quite aggressive. well I can now breath a sigh of relief and it`ll be an experience that I will, never repeat

From a customer service point of view, BT is by far the worse provider I have ever experienced.

Took them 2 months to get my broadband + sports working after multiple engineer appointments and infinite time spent on the phone and online chat. Had I not been pro-active, I'm afraid I would still be awaiting for my service activation.

It has been a very frustrating experience. As soon as my contract ends I'll be moving out.

I've got to say the BT broadband/TV itself is really fast and reliable ever since it was connected. I'm using it for web surfing, cable TV and streaming. Down side is that their phone and online chat service is a mess. Overall 4 star I think it's fair.

I am so happy to see so many negative reviews on BT. Based on my experience, they all seem to be true. I WOULD NEVER RECOMMEND BT TO ANYONE. I will not take their service even if it is free. They charged more for what I've used, when called the response was cold and took a long time to sort out. When I decided to leave BT, a customer service representative called me who was absolutely rude and I felt like being interrogated.

Take my advice, never take any service from BT even if free.

My broadband has been ok. However there was a problem when I wanted to add a new device to my broadband.

Partly my own fault as I lost my password... however trying to get a reset is absolutely impossible!

The Internet page is completely useless and you have to wait over 40 mins for an answer from 1 of the 4 people who work there and the automated services is a complete joke.

Just a poor level or service delivery, I mean all the adverts boasting about the fastest internet etc..

My average download line speed is 1 mb i mean that's awful compared to the country average of around 17 mb.

Just not happy!!

Bt what can I say? I went with them two years ago to get the TV as infinity had been instead and Virgin couldn't give us TV. The pallaver to get the broadband phone and TV installed an running was unbelievable with endless calls to BT and the so called technical centre in India [ who to be fair at the time did at least call back ] even though they couldn't fix the problem of a "stuck" order. The whole thing had to be cancelled at started over again and still there were delays and letters asking me to return equipment which didn't need to be returned. Eventually it was all sorted [ but it took around 4 weeks to get everything working properly anf=d hours frustration on the phone to polite but useless people who didn't or couldn't keep their promises or who couldn't understand the issues ] .Since then the broadband and TV service has been fine with speeds as promised of 38mb. Prices have however risen considerably over time .

Recently they wrote to me putting up the charges saying if I didn't take out another contract with them they were going to charge me around £7 more and would no longer get Sport lite [ which I don't watch anyway ] .I called BT ,after getting quotes from other suppliers and they kindly agreed to offer me the current service plus BT sport for considerably less than Talk Talk or Sky - I was happy again or so i thought . Then the problems began .

The BT sport duly arrived the next day and I called their sales team to ask if i could have the HD channel bolt on . You would have though this simple request but no . This was agreed and an order submitted told it would take probably a couple of hrs but at worst it would be 24 max.

No HD channelled 24 hrs later - nada. Called 150 [ long wait and user automated system with a Scottish lady telling me how important my call was and would i like to use their web site which proudly announced "sorry for the delay" and gave information none of which was relevant or did not solve the issue ] .On getting through to the Oders team or tech dept or who ever they were the saga with their Indian call centre began. 150 answered and after a further interminable wait to muzak was put through the ] I have called them 5 times and on each occasion i have been assured the service will start and on two occasions would be called back as they were personally monitoring my order . I have to say no such calls were ever received and I am still without the HD version of the channels [ at one pointI even lost the exisitng internet / non hd channels but miraculously they were restored 6 hours later ].
I have had to spend hours on the phone waiting and explaining to some very polite but disingenuous and ineffective staff who have basically fobbed e off with a load of old tripe and unfulfilled promises [ lies I suppose ]. Even one of the women at the call centre told me SHE had been cut off by the Orders Dept. Every time you must speak to a different person and they all parott the same script but despite promises they don't solve your problem - which in my case where is my order ?

In frustration I googled the BT's CEO e mail adress [ Gaivn Patterson ] and wrote to him . This at least resulted in a prompt reply although I suspect it was probably computer generated since it arrived about 9pm in the evening but was singed from "Gavin". All very mately I suppose he can afford to be but since Iv e never met him and he's not my friend Ifound this a rather superficial and dare I say it American overly familiar way to sign off to a customer and shareholder { why? I am seriously asking the question ]

....I have now been passed to the Executive Support Team [ whoever they are ] to claim to be taking ownership of the problem and not to contact any else in BT as they might get confused [ from my experience that would be a racing certainly] .The claim they will get back soon ... we will see.

I pointed out MR patterson that surveys by Which ? and others show BT a the t bottom of the league for customer service and that now I had experienced the reality of BT I was in full agreement.

I have also loolked at heir website on quality issues and they have all the mamagmetn speak and about stuff programmes to improve service , Quaky assurance , ISO9001 .[In my epxpereicne the assurance rating is useless since basically BT set the standard they want to meet - one it seems that is not very challenging - and then they get accredited because they can meet it!] .tere was aloud off giiif about customer care building "shareholder value" to persuade gullible persons to invest with what is basically the a privatised PO telephones service monopoly writ large and with a similar level of service to boot.

Whilst I have been happy wth the broadband which has lived up to expectations I cannot sy the same for their customer service, problem solving and their call centres which are the worst Ive ever experienced { although Vodafone on occasions have come a close second . ]

I would be loath to recommend BT to anyone they are simply too large .

[NB 17 years ago my PC got infected with an autodialler virus and BT allowed my quarterly phone bill to get to neatly £500 - it was normally about £40 - before someone contacted me . They had already paid the fraudsters in Vanuatu for frusdent calls I hadn't made and refused refund me anything. Ofcom were useless too, although I later discovered I could have sued BT to get the money back . I left them immediately and swore I'd never go back. I should have stuck with Virgin or gone to Sky . The only reason I went back to BT was because wanted improved TV and broadband and didn't want a sky dish on my house - however that would have been be a small price to pay given the problems I've had with thier call centres. Why do these companies think outsourcing to India or wherever will improve their service ? I suspect it is all about saving money of course and not as they claim building "shareholder value" I am sure there are plenty of location in England who would welcome BT establishing a call centre there. It is British telecom after all and not Asian Telecom.

Don't bother with BT if you have an alternative - if you have problem they are simply dreadful and their cal centre staff even lie to you [very politely ]but lie is still a lie , - anything to get you to hang up . Awful, and I have shares in this company must be mad ! [ They are soon to be sold ].

absolutely appalling service! still not connected after 1 week of trying. Tried to call to sort out and was put in a queue for over 1 hr on the phone.
The worst service i have ever received and would not recommend using this at all

I have bt sport, got a bill of 154.36 when I'm usually 10 pound a month, and when I phoned up they did say they had made a mistake and we're sorry, but I will have to wait 10 working days for a refund! They make a mistake and I'm the one that has to wait for my money that I need!!!

Terrible customer service. If something goes wrong during your contract,it is an absolute nightmare to get BT to help fix it, even when its their fault!
I was left for 8 weeks without broadband & then they re-charged me all the activation costs on my next bill.

NOTE: This review has been given one star only because no stars is not an option.
A series of problems since November 2015 relating to the date on which I pay my direct debit. These culminated in BT's complete failure to take ANY payment in January, 2016. The company sent me an email just after Christmas telling me they were going to put up my direct debit payment. They didn’t taken any payment in January so I was surprised to get another email telling me my new direct debit would be for less. The logic of this must be that if we don’t pay, BT won’t charge us.
I have spent what seems like half of my life trying, and failing, to resolve this matter by phone, email and online chat (BT's "preferred" option). Staff, both in the UK and in India, are rude, aggressive and not above lying if they think it necessary. There is no concept of customer service, and the technical aspects of BT's provision leave much to be desired: my broadband speed is well below the minimum advertised speed. As soon as my contract ends I will be ending my 32 year association with BT. The company must be doing extremely well if it can afford to alienate its long-standing customers. AVOID at all costs.

Iv been a customer for a number of years, overall it is working every day , videos sometimes lock up as speed is a little slow but thats about once a week on average, Cost is the part that annoys me, Lots of offers to new customers but no customer care for current customers i pay £18.70 pm

The service that you receive from BT customer service is an absolute disgrace, late in returning calls, phone the wrong number rude and unhelpful the list could go on. I have waited in 5 times for an engineer to look at our broadband never an apology couldn't careless. And as for the slow and patchy broadband useless. Would never recommend BT to anyone.

It's the worst broadband ever I'm apauled by the services. They charged us twice on the 2nd month and tryed to pretend that it wasn't them also the internets is always going on and off u are lucky if u get signal.

well what a load of rubbish , all the big promises without the service , my wife was told by bt if she paid extra for bt infinity rip off shit service , that we would actually get a proper broadband signal in our bedrooms but alas no the signal got worse , so now we are getting a worse service and paying extra for the pleasure. phoned india to try and speak to bt to be told they acknowledge that after checks they can see my service is slow so they suggest that i have an engineer out where they will only charge me £130 for the pleasure . cannot get out of the contract unless i am willing to pay £180 so have told them when my contract is up bt can jog on in short jerky movements . remember people do as i do and put your reviews on fb so more people get to see what crap service we get and help stop a company that is too big for its own boots from ripping off unsuspecting customers. shame on you bt

At first quite good speeds and reliability though expensive. Then over the years the connections began to drop now and then. I never complained as I thought they're the best out here. Then today total failure. I completed their diagnostic tests countless times with no joy. Tried to phone their service status helpline about 7 times but only managed to get an automated message twice which informed me everything was grand where I lived despite the message being over 2 hours old. I was then told to phone their helpline however it was constantly engaged throughout the afternoon.

Finally after 3.5 hours when I had just managed to get an answer on their helpline the broadband worked with no explanation. Never actually spoke to an engineer just heard another automated message saying we are having problems and for me to leave my name and number for a customer survey!

I did then get a phone call back from BT on my number asking who I was! They then said oh we are having problems ourselves and so I cannot help you.

Brilliant. I just hung up. Useless company.

Been with BT a day, engineer didn't turn up, broadband doesn't work, customer service continuely forward you to someone else, quite simply the worst company I've ever had the misfortune of dealing with, avoid BT at all costs