BT Home Broadband Reviews

A 1 star is not suitable.

Moved from bt to sky and wifi keeps dropping and I have to keep using my data mobile to access info, which works out to be more costly than converting to bt.

Customer service desk have been absolutely Unhelpful suggesting that an engineer can come but will cost me 120 pounds to check for a fault I never ever experienced with sky.

All advise from bt already stated in this message regarding bt support is consistent with how they are responding...take no blame to their service.

Shockingly I am supposed to provide dates and times when it drops. A ridiculous request, since a normal user is not even able to monitor dropping of wifi for few seconds.

I regret moving now and committing to a 12 mth contract

i cant get through on phone as they just hang up. the speed is much lower than promised. any problems you have they dont want to fix without trying to charge £129.99. should never have went with bt!. cant give no stars or half stars 1 star is still to good for the service you recieve

Shocking customer service, BT have been scheduled to attend my property twice in the last week to install broadband and a landline. on both occasions they didn't turn up and the company made no attempt to let me know they wouldn't be attending. Go elsewhere for your broadband.

My tale is too terrible to tell in detail. 2 lines in 2 locations, swindled out of the Sainsburys voucher at one and problem after problem after problem with the other. Terrible supply (cut off for 2 weeks over Xmas and New Year), line keeps dropping, swindled by misinformation twice, misled over 'faster' broadband, hours and hours and hours and hours spent talking to people with an unintelligible accent. They are beyond belief.

I have wasted too many hours of my life over the last six months fighting with BT, to leave a full detailed review. Just trust me and all the other many unhappy BT customers out there, that this company is best left well alone and I hope it will eventually die the horrible death it deserves! The customer service is the worst I have EVER experienced, the so called fibre optic broadband is slower that my old 'normal' broadband was, and most of the staff I spoke to were impossible to understand at best and mostly dishonest. Don't bother going to the Ombudsman about them either - they clearly work on behalf of BT and are as useless as a chocolate fire guard! Beware of PLUSNET as well; apparently they are part of BT, which explains why I had such bad service from them when I was with them a few years ago! You have been warned!!

So it has come to this, writing a review in order to vent my spleen or in the vague hope that a miracle might occur and someone leaps into action, I'm being too positive.

I moved home in April last year using the BT Home Move Service. Since the day I moved BT have continued to charge me for two accounts, one from the old home and one from here. To add to this they sneakily added BT Sport to BOTH accounts, absolutely without my consent, I never agreed to this..ever.

The effort I have put in every month since April last year to get them to stop illegally stealing money from me is beyond words, I would honestly punch the CEO repeatedly in the face if I was ever to see him.

Every month, hours of my time wasted on the phone to some other country, the promises that it is sorted I hear every time and NOTHING changes, the bills keep on coming.

If I could ask the police to go and arrest the boss of BT for stealing my money every month I would.

The customer service is outrageously poor in every respect, from understanding the problem to downright lies about how it will be sorted. How a company can get away with this time and time again is beyond me.

BT steals my money and when they are caught they won't pay it back, even when they say they will, not a penny received, not a problem sorted.

Unfortunately I don't have a choice here, the minute I do then BT can go hang. Makes me sad they are allowed to use the word BRITISH, they should change it to MAFIA Telecom.

Ok, BT. The first product I bought with them was a BT Wi-Fi contract for a year. Half a day spent on the phone swearing and despairing, as their software could not process my credit check (no negative points, 1 credit card, previous credit-checked long terms contracts, etc.). Eventually, after much frothing at the mouth, my partner got to speak to someone sensible who set the service up.

Flash forward. A year later, setting up BT broadband. First the quoted engineer fee is charged even after I'm told there is no need for an engineer visit. Then the BT Hub doesn't arrive - at all. Then the new hub does arrive, but is missing a part without which it cannot be set up. Then I am patronized on the phone by being told 'it definitely was included, it is there' even after I have checked multiple times. After much foaming at the mouth, I am despatched replacement parts. Then the invoice comes, with a double delivery fee charged and the contract fee charged from the day when the Hub wasn't even delivered.

Boy, I don't think you could do worse, BT, I really don't.

If you want to get ripped off or literally throw your money down the drain by all means join up with BT if however you don't like being conned or value your money STAY WELL AWAY!not once have i paid the amount that i signed up for half way through my contract they raised there prices without even notifying me which then on top overdrawn my bank as i didn't have enough funds to pay the bill then they charge an extra £3 a month when you do cancel your direct debit which they don't tell you about and to top it all off now when i have called up to cancel everything then call up again a month later surprise surprise no acknowledgement of me calling no record or call log?!very convenient on there behalf now to actually cancel not only have i got to pay my outstanding bill they have whacked another £30 charge on top for cancellation fee!!beyond flabbergasted and beyond disgusted and if you ever want to try and resolve anything on your account when you call there "customer service"number you are on hold every time guaranteed for at least 20mins before you even speak to anyone.And seeming as BT is meant to stand for British Telecommunications every time you get through to there call centre only once have i ever spoken to anyone british and this is me calling them literally over 100 times all there call centres are mainly primarily located in india where alot of them can't understand you and can't even speak english properly!Incompetent employees Incompetent Business and absolute sham of a company they should genuinely be ashamed of themselves avoid like the plague!

I have been a loyal customer to BT for 15 years and the customer service, braodband speed and outages are getting worse. The latest upset is where BT has charged me for calling an 0808 freephone number. Therefore, I am now in a battle with BT and the Ombudmsman and cannot wait to switch away from BT. They are too big of a company to give two hoots to their customers, unless of course you are a business customer, then they will bend over backwards for you...

If you have the option of moving with another provider take it (as long as BT do not own the line)...

no fibre available from bt, telephone line broadband is rubbish

problem after problem with bt phone line, broadband and tv since infinity contract began in june 2015. the helpline frustratingly regularly ditch calls. i estimate 30+ hours on the phone trying to sort things out, 3 days lost work with engineers that don't attend. never experienced such bad customer service. currently waiting for engineer since mid december 2015 for tv problems (again) and now landline went down 6 days ago. there's not been one day of this contract that's been problem free. bt themselves admitted the other day that they may not be able to provide the tv service and may withdraw it from the contract which i hope means i'll be able to leave the contract early.

AVOID AVOID AVOID AVOID AVOID

What I know
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LYING SENIOR MANAGERS
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CONSTANT HARASSMENT OF JUNIOR STAFF
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Go with Sky or Virgin

price different than promised, impossible to talk with customer service, engineer missed appointment to fix broadband fault. Horrible experience

So I just moved into my new flat and set up for a company to install my broadband. They took 3 payments in a matter of days and they told me I would have to wait 14 days before the money they took by accident could be returned. This wasn't good enough so cancelled. Bad start for them could have done better for a new customer

So I contacted BT and just so happened to be the the black Friday deals. I told them I've just been messed around and I've been in my flat for 2 weeks can you get me connected ASAP. I was told everything was free because it was black Friday and I would pay my first bill in January.

An engineer turned up and said the building didn't have any connection because it's a new build Told my landlord what needed doing and left until it had been sorted.

The next week another BT engineer had arrived after my landlord carried out works needed. The BT engineer advised that not all the works had been done because the first engineerror forgot to mention other things that needed doing so he left also until works had been finished

My neighbour had an engineer out that same week who then said more works needed doing. Why couldn't the first or second engineer explain all this so it could have been done in one hit by the the landlord not 3 separate times costing him 3x call outs by an electrician.

So anyway after the third visit I called BT to arrange another visit who told me it was gonna be 2 more weeks. It had already been 4 weeks now but 6 weeks if you count the two weeks I was messed around with the first company. So I bit my lip and said that's fine will everything be up and running on the 14th January 2016 because I just need it sorted. They said yes we promise it will be connected and activated on this date were sorry the delay all orders have gone through and the engineer will activate you

My neighbour had an engineer visit again who activated him and it was fine and working. But then the broadband didn't work. And still to this day it still isn't.

I said I'm getting WiFi on the 14th you can use mine if it isn't sorted. So my misses took the day off. And she waited, and waited. I called BT at 18:00 who said sorry the engineer was late on another job we will re book for another fortnight. I retold them Im gonna cancel unless you send an engineer to sort it tomorrow. They said they couldn't but could the following Monday.

They conirmed everything would be working he just needs to activate it and doesn't even need go gain entry. My misses wasn't happy as she was sat around all day but said just wait the couple more days.

Monday came and the engineer activated our account. I got home happy as Larry to find it still wasn't working after the engineer said it was. I called BT and they said my activation date was the coming Thursday at midnight beine tonight.

So I waited until today and got an email from BT saying activation date for broadband was Feb 01 2016. I thought it was a joke so I called them. They said it was meant to be today but someone forgot to put my order for activation through. I then noticed a had paid £55.00 for delivery and installation and January's bill which I was told was free because it has been done on black Friday. Plus I hadn't even been activated yet so how could I be paying a bill for January?

BT refused me a refund at ghis time and said they would look into the matter. I called back and simply cancelled. The cancellation team were the only English spoken people I spoke to the whole time. They advised me they would get me a refund within 48 hours and call me back.

A courtesy call came from the cancellation team asking why I was cancelling. The lady on the phone then said I was calling you to try and persuade you to stay but I'm not even going to bother. For BT to say that there not even gonna bother, that says it all about the shit service they provided. She was actually the nicest and most helpful person I spoke to the whole time.

BT in my eyes are full of shit and just make false promises to keep people happy. It's now week 9 and I don't have broadband and my neighbour still hasn't got his back online.

2-3 MB downloads less than 1 upload?.

If there was -0 rating i would give it to BT. DONT GO with BT. Worst internet connection in the world

I have just wasted another 30 mins trying to contact BT. My broadband while fairly reliable is appallingly slow. My download speed varies between 0.6 and 0.8 Mbps! I cannot access any streaming services. Although I understand my green box is enabled they won't offer me Infinity.

Firstly I have never worked for BT, or in any company related to broadband etc., just used this service for phone & broadband since 2005.
I have never had a problem with phone, speed or router which is still the original one I got free in 2005 and set up myself at my previous property and after my house move! Customer service on the two occasions I've needed it (with PC, no probs at all since I moved back to Mac) has been excellent. Despite being abroad, the advisors were helpful, knew their stuff, sorted the issues & rang back later to check all was well. Phoning UK just before contract expiry has allowed me to negotiate a better price each time and whilst BT is not the cheapest, I would never change (unless something happens in the future to alter my opinion).

Complete farce from start to finish.